[Federal Register Volume 89, Number 149 (Friday, August 2, 2024)]
[Notices]
[Pages 63212-63214]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-17051]


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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-7092-N-34]


Privacy Act of 1974; System of Records

AGENCY: Office of the Chief Financial Officer, HUD.

ACTION: Notice of a new system of records.

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SUMMARY: Under the Privacy Act of 1974, as amended, the Department of 
the Housing and Urban Development (HUD), Office of the Chief Financial 
Officer (OCFO), is issuing a public notice of its intent to create a 
new system of records, Voice of the Customer (VoC). HUD has developed 
VoC system of records to satisfy the Executive Order 14058, on 
Transforming Federal Customer Experience and Service Delivery to 
Rebuild Trust in Government, issued on December 13, 2021. The VoC 
platform provides customers with the ability to share their likes and 
dislikes about HUD's products or services. Customers feedback lets HUD 
focus on improving areas that would result in customer satisfaction and 
improve trust in the federal government.

DATES: Comments will be accepted on or before September 3, 2024. This 
proposed action will be effective on the date following the end of the 
comment period unless comments are received which result in a contrary 
determination.

ADDRESSES: You may submit comments, identified by docket number or by 
one of the following methods:
    Federal e-Rulemaking Portal: http://www.regulations.gov. Follow the 
instructions provided on that site to submit comments electronically.
    Fax: 202-619-8365.
    Email: [email protected].
    Mail: Attention: Privacy Office; LaDonne White, Chief Privacy 
Officer; The Executive Secretariat; 451 Seventh Street SW, Room 10139; 
Washington, DC 20410-0001.
    Instructions: All submissions received must include the agency name 
and docket number for this rulemaking. All comments received will be 
posted without change to http://www.regulations.gov. including any 
personal information provided.
    Docket: For access to the docket to read background documents or 
comments received go to http://www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: LaDonne White; 451 Seventh Street SW, 
Room 10139; Washington, DC 20410; telephone number (202) 708-3054 (this 
is not a toll-free number). HUD welcomes and is prepared to receive 
calls from individuals who are deaf or hard of hearing, as well as 
individuals with speech or communication disabilities. To learn more 
about how to make an accessible telephone call, please visit https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs.

SUPPLEMENTARY INFORMATION: This system allows HUD to build surveys of 
varying complexity, distribute surveys via different delivery methods, 
centrally manage customer feedback data, and enable enterprise-wide 
qualitative and quantitative data analysis on both data collected 
through the system and data imported into the system. The Voice of the 
Customer data can come in through a variety of ways. It can be a web/
paper survey, a phone call, an email, or anything having all that 
separate data on one platform will help OCFO's Customer Experience team 
hear what customers have to say holistically. The gathered feedback is 
both customer and employee experience data as it pertains to their 
interactions with HUD. Contact information will be requested, but is 
voluntary/optional, and is only collected/used for future research. 
This would include gathering a person's name and contact information 
they are willing to provide (email or phone number). This data would be 
used for research purposes only to further investigate how to improve 
customers' experiences with HUD. These interactions would include 
moments when the customer/employee interacts with HUD (For example, a 
customer visits the HUD website for information, or an employee visits 
the intranet for information). The data would be collected via surveys 
or conversations regarding their experience within that specific moment 
and/or overall experience.

SYSTEM NAME AND NUMBER:
    Voice of the Customer (VoC), HUD/OCFO-02.

SECURITY CLASSIFICATION:
    Unclassified.

[[Page 63213]]

SYSTEM LOCATION:
    Medallia GovCloud is hosted within Amazon Web Services (AWS) Inc.; 
12900 Worldgate Dr., Suite 800, Herndon VA 20170.

SYSTEM MANAGER(S):
    Katherine M. Darling, Assistant Chief Financial Officer for 
Systems, Office of the Chief Financial Officer, Department of Housing 
and Urban Development, 451 Seventh Street SW, Room 3100, Washington, DC 
20410-1000; Phone (202) 402-3912.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
    This system is authorized by Section 2 of The Department of Housing 
and Urban Development Act of 1965, 42 U.S.C. 3531; and Executive Order 
14058, on Transforming Federal Customer Experience and Service Delivery 
to Rebuild Trust in Government.

PURPOSES OF THE SYSTEM:
    HUD's Office of the Chief Financial Officer (OCFO) maintains the 
Voice of the Customer (VoC) system of records. The VoC Customer 
Experience (CX) is a FedRAMP Software as a Service (SaaS) system and 
services for enterprise-wide Customer Experience Management (CXM). The 
VoC system, Medallia Experience Cloud (MEC), will allow HUD and its 
internal program offices to build surveys of varying complexity, 
distribute surveys via different delivery methods, centrally manage 
customer feedback data, and enable enterprise-wide qualitative and 
quantitative data analysis on both data collected through the system 
and data imported into the system.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    Members of the Public, HUD Employees, and contractors.

CATEGORIES OF RECORDS IN THE SYSTEM:
    Name, Email address (work/personal), Phone Number (work/personal), 
zip code (work/home).

RECORD SOURCE CATEGORIES:
    Records are obtained from individuals who participated in the 
customer satisfaction surveys, Housing Discrimination Process Survey 
and Salesforce HUD Central.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND PURPOSES OF SUCH USES:
    (1) To the National Archives and Records Administration, Office of 
Government Information Services (OGIS), to the extent necessary to 
fulfill its responsibilities in 5 U.S.C. 552(h), to review 
administrative agency policies, procedures and compliance with the 
Freedom of Information Act (FOIA), and to facilitate OGIS' offering of 
mediation services to resolve disputes between persons making FOIA 
requests and administrative agencies.
    (2) To a congressional office from the record of an individual, in 
response to an inquiry from the congressional office made at the 
request of that individual.
    (3) To contractors, grantees, experts, consultants, Federal 
agencies, and non-Federal entities, including, but not limited to, 
State and local governments and other research institutions or their 
parties, and entities and their agents with whom HUD has a contract, 
service agreement, grant, cooperative agreement, or other agreement for 
the purposes of statistical analysis and research in support of program 
operations, management, performance monitoring, evaluation, risk 
management, and policy development, to otherwise support the 
Department's mission, or for other research and statistical purposes 
not otherwise prohibited by law or regulation. Records under this 
routine use may not be used in whole or in part to make decisions that 
affect the rights, benefits, or privileges of specific individuals. The 
results of the matched information may not be disclosed in identifiable 
form.
    (4) To contractors, grantees, experts, consultants and their 
agents, or others performing or working under a contract, service, 
grant, cooperative agreement, or other agreement with HUD, when 
necessary to accomplish an agency function related to a system of 
records. Disclosure requirements are limited to only those data 
elements considered relevant to accomplishing an agency function.
    (5) To contractors, experts and consultants with whom HUD has a 
contract, service agreement, or other assignment of the Department, 
when necessary to utilize relevant data for the purpose of testing new 
technology and systems designed to enhance program operations and 
performance.
    (6) To appropriate agencies, entities, and persons when (1) HUD 
suspects or has confirmed that there has been a breached of the system 
of records, (2) HUD has determined that as a result of the suspected or 
confirmed breach there is a risk of harm to individuals, (including its 
information systems, programs, and operations), the Federal Government, 
or national security; (3) and the disclosure made to such agencies, 
entities, and persons is reasonably necessary to assist in connection 
with HUD's efforts to respond to the suspected or confirmed breach or 
to prevent, minimize, or remedy such harm.
    (7) To another Federal agency or Federal entity, when HUD 
determines that information from this system of records is reasonably 
necessary to assist the recipient agency or entity (1) responding to a 
suspected or confirmed breach or (2) preventing, minimizing, or 
remedying the risk of harm to individuals, the recipient agency or 
entity (including its information systems, programs, and operations), 
the Federal Government, or national security, resulting from a 
suspected or confirmed breach.
    (8) To appropriate Federal, State, local, tribal, or other 
governmental agencies or multilateral governmental organizations 
responsible for investigating or prosecuting the violations of, or for 
enforcing or implementing, a statute, rule, regulation, order, or 
license, where HUD determines that the information would assist in the 
enforcement of civil or criminal laws and when such records, either 
alone or in conjunction with other information, indicate a violation or 
potential violation of law.
    (9) To a court, magistrate, administrative tribunal, or arbitrator 
in the course of presenting evidence, including disclosures to opposing 
counsel or witnesses in the course of civil discovery, litigation, 
mediation, or settlement negotiations, or in connection with criminal 
law proceedings; when HUD determines that use of such records is 
relevant and necessary to the litigation and when any of the following 
is a party to the litigation or have an interest in such litigation: 
(a) HUD, or any component thereof; or (b) any HUD employee in his or 
her official capacity; or (c) any HUD employee in his or her individual 
capacity where HUD has agreed to represent the employee; or (d) the 
United States, or any agency thereof, where HUD determines that 
litigation is likely to affect HUD or any of its components.
    (10) To any component of the Department of Justice or other Federal 
agency conducting litigation or in proceedings before any court, 
adjudicative, or administrative body, when HUD determines that the use 
of such records is relevant and necessary to the litigation and when 
any of the following is a party to the litigation or have an interest 
in such litigation: (a) HUD, or any component thereof; or (b) any HUD 
employee in his or her official capacity; or (c) any HUD employee in 
his or her individual capacity where the Department of Justice or 
agency conducting the litigation has agreed to

[[Page 63214]]

represent the employee; or (d) the United States, or any agency 
thereof, where HUD determines that litigation is likely to affect HUD 
or any of its components.
    (11) To the Office of Management and Budget, in order to comply 
with Circular A-11, part 6, Section 280 reporting requirements. Records 
provided under this routine use will be de-identified and may become 
publicly available on performance.gov.

POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
    Electronic only.

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    Name and work email addresses.

POLICIES AND PRACTICIES FOR RETENTION AND DISPOSAL OF RECORDS:
    Temporary--Destroy 1 year after resolved, or when no longer needed 
for business use, whichever is appropriate.

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
    Voice of the Customer (VoC) Customer Experience (CX) uses Medallia, 
which is a FedRAMP Software as a Service (SaaS) system and services for 
enterprise-wide Customer Experience Management (CXM). They are 
responsible for implementing the physical, administrative, and 
technical security/privacy controls. In addition, HUD employees/
contractors who access this system must first log into the HUD network 
using their PIV card and PIN number.
    Medallia provides secure and controlled access to systems and data. 
Medallia's data access controls and authorizations determine what a 
user can and cannot do after logging in. Medllia supports a fine-
grained authorization model, allowing an administrator to grant access 
based on user groups/roles, organization hierarchy, and data 
permissions. Medallia also offers predefined user roles, automatically 
masking personal or other sensitive data, by obscuring fields from 
unauthorized users. The masking feature supports Health Insurance 
Portability and Accountability Act (HIPAA) and other regulations.
    Records are secured with the data at rest (AWS volume encryption is 
applied) and data in transit encryption (data transmission over https 
protocols).

RECORD ACCESS PROCEDURES:
    Individuals requesting records of themselves should address written 
inquiries to the Department of Housing Urban and Development, 451 7th 
Street SW, Washington, DC 20410-0001. For verification, individuals 
should provide their full name, current address, and telephone number. 
In addition, the requester must provide either a notarized statement or 
an unsworn declaration made under 24 CFR 16.4.

CONTESTING RECORD PROCEDURES:
    The HUD rule for contesting the content of any record pertaining to 
the individual by the individual concerned is published in 24 CFR 16.8 
or may be obtained from the system manager.

NOTIFICATION PROCEDURES:
    Individuals requesting notification of records of themselves should 
address written inquiries to the Department of Housing Urban 
Development, 451 7th Street SW, Washington, DC 20410-0001. For 
verification purposes, individuals should provide their full name, 
office or organization where assigned, if applicable, and current 
address and telephone number. In addition, the requester must provide 
either a notarized statement or an unsworn declaration made under 24 
CFR 16.4.

EXEMPTIONS PROMULGATED FOR THE SYSTEM:
    N/A.

HISTORY:
    Docket No. 88 FR 68647 (October 4, 2023).

LaDonne White,
Chief Privacy Officer, Office of Administration.
[FR Doc. 2024-17051 Filed 8-1-24; 8:45 am]
BILLING CODE 4210-67-P