Privacy Act of 1974, as Amended; New Systems of Records and New Routine Use Disclosures, 16408-16418 [E8-6232]

Agencies

• Social Security Administration

[Federal Register Volume 73, Number 60 (Thursday, March 27, 2008)]
[Notices]
[Pages 16408-16418]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: E8-6232]


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SOCIAL SECURITY ADMINISTRATION


Privacy Act of 1974, as Amended; New Systems of Records and New 
Routine Use Disclosures

AGENCY: Social Security Administration (SSA).

ACTION: Three Proposed New Systems of Records and Applicable Routine 
Uses.

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SUMMARY: In accordance with the Privacy Act (5 U.S.C. 552a(e)(4) and 
(e)(11)), we are issuing public notice of our intent to establish three 
new systems of records entitled, the Recordings of Service 
Observations, Call Detail Management Information Report, and the 
Service Observation Database.

DATES: We filed reports of the new systems of records and the 
applicable routine use disclosures with the Chairman of the Senate 
Committee on Homeland Security and Governmental Affairs, the Chairman 
of the House Committee on Government Reform, and the Acting 
Administrator, Office of Information and Regulatory Affairs, Office of 
Management and Budget on January 30, 2008. These new systems of records 
and the new routine uses will become effective on March 28, 2008 unless 
we receive comments warranting that they not be effective.

ADDRESSES: Interested individuals may comment on these publications by 
writing to the Executive Director, Office of Public Disclosure, Office 
of the General Counsel, Social Security Administration, 3-A-6 
Operations Building, 6401 Security Boulevard, Baltimore, Maryland 
21235-6401. All comments received will be available for public 
inspection at the above address.

FOR FURTHER INFORMATION CONTACT: Mr. Neil Etter, Social Insurance 
Specialist, Disclosure Policy Development and Services Division One, 
Office of Public Disclosure, Office of the General Counsel, Social 
Security Administration, Room 3-A-6 Operations Building, 6401 Security 
Boulevard, Baltimore, Maryland 21235-6401, telephone: (410) 965-8028, 
e-mail: neil.etter@ssa.gov.

SUPPLEMENTARY INFORMATION:

I. General Background

    Under sections 205(a) and 702(a)(5) of the Social Security Act, we 
are establishing three related new Privacy Act systems of records. We 
discuss these systems of records below.

A. Recordings of Service Observations

    We will record telephone conversations between members of the 
public and the National 800 Number Network (N8NN) employees or other 
Agency employees when designated as call agents. Authorized service 
observers will be able to listen to recorded conversations to evaluate 
the service provided and the agent's performance.
    All N8NN answering agents are subject to service observation. Only 
managers and other authorized personnel (known as ``service 
observers'') monitor agent calls to ensure quality, identify training 
needs, and evaluate individual agent performance. Service observers in 
N8NN sites can access recorded conversations for evaluating service. 
Retrieval of information from the system of records is from the site 
where the calls are answered, the unit of the agent being observed, 
date and time of the call, type of call, and the service observer's 
name. For example, service observers may listen to a percentage of the 
incoming call conversations, every

[[Page 16409]]

call in a specific unit, every call evaluated by a specific observer, 
or every call for an entire office for a specific day or a span of time 
(e.g., September 1 through September 15). Service observers access 
records by using a personal identification number (PIN) and only those 
with authority to service observe may access the recordings. To provide 
support for the service observed evaluations, the recorded calls must 
document the quality of our responses to the public, identify training 
needs, and provide documentation for service observers to use in 
individual employee performance discussions. It is important that all 
service observers evaluate in a consistent and fair manner. The system 
generated evaluation form will facilitate uniform and consistent 
evaluations made by service observers.

B. Call Detail Management Information Report

    SSA field offices with Voice over Internet Protocol (VoIP) 
Enterprise telephone systems have access to web-based management 
information reports about site telephone call data. All N8NN answering 
sites access online web-based management information reports of their 
site telephone call data. The data provided include calls made and 
received at employee telephone extensions. Only management personnel or 
other authorized employees (e.g., operations analysis staff analyst) 
may retrieve this management information. Data may be retrieved by 
site, unit, extension and skill groups (Spanish language speakers, 
Title II Claims, Title XVI Claims, General Inquiries, Administrative 
Lines, etc.), and date or date intervals. For example, a manager may 
request a summary report of all incoming and outgoing public calls for 
a specific extension, a specific unit, or an entire office for a 
specific day or a span of time (e.g., September 1 through September 
30). Access is PIN-controlled and only those with authority to access 
the management information while performing their official duties will 
have access to the data.
    The data will provide documentation to support billing disputes 
with the vendor, assess call workload volumes, and overall site 
telephone service. It will help determine staffing requirements for 
telephone coverage and provide documentation for managers in their 
individual employee performance discussions. The management information 
also provides the telephone number of incoming and outgoing calls to or 
from an SSA extension. This information is often helpful in 
congressional inquiry cases and in responding to threats of potential 
suicide.
    By the end of 2010, all field sites will have VoIP Enterprise 
telephone systems and access to vendor-supplied, web-based management 
information reports. Furthermore, all components will eventually 
acquire new VoIP Enterprise telephone systems and have access to 
telephone call detail for their offices.

C. Service Observation Database

    All N8NN answering agents are subject to service observation. 
Managers and other authorized employees (known as ``service 
observers'') are responsible for listening to agent calls to evaluate 
response quality. The new database system allows service observers to 
enter evaluation data directly to the automated Service Observation 
form. The quality evaluation data are accumulated into reports for the 
site, including unit, branch, section, and division. The new system 
stores the results of the call evaluations accumulating the data for 
management information. Only authorized service observers through a 
PIN-controlled process may retrieve the data. Service observers may 
retrieve data concerning the site, unit, name, or identification of the 
service observer and date and time of the call. A service observer may 
request a report of summary evaluation data for any unit or other level 
within the site for a particular date or span of time. Service 
observers will use the data to target training for error deficiencies, 
determine caller trends, and assess the quality of agent responses. 
Service observers may use the documentation in their individual 
employee performance discussions.

II. Collection and Maintenance of Data for the Three New Systems of 
Records

A. Recordings of Service Observations

    The Recordings of Service Observation system of records will 
maintain identifying information on the representatives who conduct the 
service observation evaluation. The service observer completes and 
prints the evaluation form. At this point, personal information about 
individual agents automatically drops from the system. The only method 
of retrieving the call is by a service observer using the date or time 
of a call, the unit of the observed agent, and the type of call. Upon 
retrieval of the call, the management information displays how the call 
was evaluated by the original service observer (e.g., whether the call 
was satisfactory or needs improvement, whether there was a service or 
payment error, the reason for the call and whether a conduct or 
performance issue was identified).

B. Call Detail Management Information Report

    The Call Detail Management Information Report systems of records 
will maintain call data for telephone extensions of all SSA employees 
who receive or make telephone calls involving SSA business with the 
public.

C. Service Observation Database

    The Service Observation Database system of records maintains and 
accumulates call quality data for agent calls monitored by service 
observers. All calls involving SSA business with the public are subject 
to service observation monitoring.

III. Proposed Routine Use Disclosures of Data Maintained in the Three 
New Systems of Records

A. Proposed Routine Use Disclosures

    We are proposing to establish the following routine use disclosures 
of information that we will maintain in the proposed three new systems 
of records.
    1. To the Office of the President for the purpose of responding to 
an individual pursuant to an inquiry received from that individual or 
from a third party on his or her behalf.
    We may disclose information under this routine use only in 
situations in which an individual may contact the Office of the 
President, seeking that office's assistance in matters relating to 
information contained in these systems of records. Information will be 
disclosed when the Office of the President makes an inquiry and 
indicates that it is acting on behalf of the individual whose data is 
requested.
    2. To a congressional office in response to an inquiry from that 
office made at the request of the subject of a record.
    We may disclose information under this routine use only in 
situations in which the individual may ask his or her congressional 
representative to intercede in matters relating to information 
contained in these systems of records. Information will be disclosed 
when the congressional representative makes an inquiry and indicates 
that he or she is acting on behalf of the individual whose record is 
requested.
    3. To the Department of Justice (DOJ), a court, or other tribunal, 
or other party before such tribunal when:
    (a) SSA, or any component thereof;
    (b) Or any SSA employee in his/her official capacity; or
    (c) Any SSA employee in his/her individual capacity where DOJ (or 
SSA

[[Page 16410]]

where it is authorized to do so) has agreed to represent the employee; 
or
    (d) The United States, or any agency thereof, where SSA determines 
that the litigation is likely to affect the operations of SSA or any of 
its components,

is a party to litigation or has an interest in such litigation, and SSA 
determines that the use of such records by DOJ, a court, or other 
tribunal, or another party before such tribunal, is relevant and 
necessary to the litigation, provided, however, that in each case, SSA 
determines that such disclosure is compatible with the purpose for 
which the records were collected.

    We may disclose information under this routine use only as 
necessary to enable DOJ to effectively represent or defend SSA, its 
components or employees in litigation involving this proposed system of 
records or when the United States is a party to litigation and SSA has 
an interest in the litigation.
    4. To SSA contractors and to other Federal agencies, as necessary, 
for the purpose of assisting SSA in the efficient administration of its 
programs. We will disclose information under this routine use only in 
situations in which SSA may enter a contractual or similar agreement 
with a third party to assist in accomplishing an agency function 
relating to this system of records.
    SSA occasionally contracts out certain functions when this would 
contribute to effective and efficient operations. SSA must be able to 
give its contractor or another Federal agency whatever information SSA 
can legally provide in order for the contractor or Federal agency to 
fulfill its duties. In situations in which we use contractors, we 
provide safeguards in the contract prohibiting the contractor from 
using or disclosing the information for any purpose other than that 
described in the contract.
    5. To student volunteers, individuals working under a personal 
services contract, and other individuals performing functions for SSA 
but technically not having the status of agency employees, if they need 
access to the records in order to perform their assigned agency 
functions.
    Under certain Federal statutes, SSA is authorized to use the 
service of volunteers and participants in certain educational, 
training, employment and community service programs. An example of such 
statutes and programs includes 5 U.S.C. 2753 regarding the College 
Work-Study Program. We may disclose information under this routine use 
only when SSA uses the services of these individuals, and they need 
access to information in these systems of records to perform their 
assigned agency duties.
    6. To Federal, State, and local law enforcement agencies and 
private security contractors as appropriate, information necessary:
    (a) To enable them to protect the safety of SSA employees and the 
public, the security of the SSA workplace, and the operation of SSA 
facilities; or
    (b) To assist investigations or prosecutions with respect to 
activities that affects such safety and security or activities that 
disrupt the operation of SSA facilities.
    We may disclose information under this routine use to law 
enforcement agencies and private security contractors when information 
is needed to respond to, investigate, or prevent activities that 
jeopardize the security and safety of the public, employees or 
workplaces or that otherwise disrupt the operation of SSA facilities. 
Information would also be disclosed to assist in the prosecution of 
persons charged with violating Federal or local law in connection with 
such activities.
    7. To the General Services Administration (GSA) and the National 
Archives and Records Administration (NARA) under 44 U.S.C. 2904 and 
2906, as amended by the NARA Act of 1984, information which is not 
restricted from disclosure by Federal law for the use by those agencies 
in conducting records management studies.
    The Administrator of GSA and the Archivist of NARA are authorized 
by 44 U.S.C. 2904, as amended, to promulgate standards, procedures, and 
guidelines regarding record management and conducting records 
management studies. GSA and NARA are authorized to inspect Federal 
agencies' records, for records management purposes, and agencies are 
expected to cooperate with GSA and NARA (44 U.S.C. 2906). In such 
instances, the routine use will facilitate disclosure.
    8. To the Equal Employment Opportunity Commission (EEOC) when 
requested in connection with investigations into alleged or possible 
discriminatory practices in the Federal sector, examination of Federal 
affirmative employment programs, compliance by Federal agencies with 
the Uniform Guidelines on Employee Selection Procedures, or other 
functions vested in the Commission.
    We may disclose information from the systems of records to the EEOC 
when SSA determines that an EEO complaint has been filed and the EEOC 
requires the systems of records information to perform its 
investigation to determine if the employee's complaint is justified.
    9. To the Merit Systems Protection Board or the Office of Special 
Counsel in connection with appeals, special studies of the civil 
service and other merit systems, review of rules and regulations, 
investigation of alleged or possible prohibited personnel practices, 
and other such functions promulgated in 5 U.S.C. Chapter 12, or as may 
be authorized by law
    We will disclose information under this routine use to the Merit 
Systems Protection Board or the Office of Special Counsel when 
requested in matters pending before the Merit Systems Protection Board 
or the Office of Special Counsel.
    10. To the Federal Labor Relations Authority, the Office of the 
Special Counsel, the Federal Mediation and Conciliation Service, the 
Federal Service Impasses Panel (FSIP), or an arbitrator when 
information is requested in connection with the investigations of 
allegations of unfair practices, matters before an arbitrator or the 
Federal Service Impasses Panel.
    We may disclose systems of records information to these entities 
when such organization is charged with making a determination on 
allegations of unfair practices, matters before an arbitrator or the 
FSIP.
    11. To the Department of Justice for:
    (a) Investigating and prosecuting violations of the Social Security 
Act to which criminal penalties attach;
    (b) Representing the Commissioner; or
    (c) Investigating issues of fraud or violation of civil rights by 
agency officers or employees.
    We will disclose information under this routine use only as 
necessary to enable DOJ to represent SSA in matters concerning 
violations of the Social Security Act, to represent the Commissioner of 
Social Security, or to investigate issues of fraud or violations of 
civil rights by SSA officers or employees.
    12. To appropriate Federal, State, and local agencies, entities, 
and persons when (1) we suspect or confirm that the security or 
confidentiality of information in this system of records has been 
compromised; (2) we determine that as a result of the suspected or 
confirmed compromise there is a risk of harm to economic or property 
interests, identity theft or fraud, or harm to the security or 
integrity of this system or other systems or programs of SSA that rely 
upon the compromised information; and (3) we determine that disclosing 
the information to such agencies, entities, and persons is necessary to 
assist in our efforts to respond to the suspected or confirmed 
compromise and prevent,

[[Page 16411]]

minimize, or remedy such harm. SSA will use this routine use to respond 
only to those incidents involving an unintentional release of its 
records.
    This routine use specifically permits the disclosure of SSA 
information in connection with response and remediation efforts in the 
event of an unintentional release of Agency information, otherwise 
known as a ``data security breach.'' This routine use serves to protect 
the interests of the people whose information is at risk by allowing us 
to take appropriate steps to facilitate a timely and effective response 
to a data breach. It will also help us to improve our ability to 
prevent, minimize, or remedy any harm that may result from a compromise 
of data maintained in these three systems of records.

B. Compatibility of Proposed Routine Uses

    The Privacy Act (5 U.S.C. 552a(b)(3)) and our disclosure 
regulations (20 CFR Part 401) permit us to disclose information under a 
published routine use for a purpose that is compatible with the purpose 
for which we collected the information. SSA's regulations at 20 CFR 
401.150(c) permit us to disclose information under a routine use where 
necessary to carry out SSA programs. SSA's regulations at 20 CFR 
401.120 provide that we will disclose information when a law 
specifically requires the disclosure. The proposed routine uses will 
ensure efficient performance of our functions relating to the purpose 
and administration of the proposed Call Detail Management Information 
Report, the Service Observation Database, and the Recordings of Service 
Observations systems of records. In addition, Federal law requires the 
disclosures that we make under routine use number seven. Thus, the 
proposed routine uses are appropriate and meet the relevant statutory 
and regulatory criteria.

IV. Records Storage Medium and Safeguards for the Information 
Maintained in the Proposed Systems of Records

1. Recordings of Service Observations

    The Recordings of Service Observation system of records is a 
repository for records in electronic form. Only authorized SSA 
personnel who have a need for the information in the performance of 
their official duties may access the information. We will safeguard the 
security of the information by requiring the use of access codes to 
enter the computer systems that will maintain the data, and will store 
computerized records in secured areas that are accessible only to 
employees who require the information to perform their official duties. 
Safeguards include a lock/unlock password system, exclusive use of 
leased telephone lines, a terminal-oriented transaction matrix, and an 
audit trail. Furthermore, SSA employees having access to SSA databases 
maintaining personal information must sign a sanction document 
annually, acknowledging their accountability for making unauthorized 
access to or disclosure of such information.
    SSA personnel having access to the data in this system of records 
will be informed of the criminal penalties provided in the Privacy Act, 
5 U.S.C. 552a(i)(1), and other statutes for unauthorized access to or 
disclosure of information maintained in this system of records.
    Contractor personnel having access to data in this system of 
records will be required to adhere to SSA rules concerning safeguards, 
access, and use of the data.

2. Call Detail Management Information Report

    The Call Detail Management Information Report system of records is 
a repository for records in paper and electronic form. Only authorized 
SSA personnel who have a need for the information in the performance of 
their official duties may access the information. We will safeguard the 
security of the information by requiring the use of access codes to 
enter the computer systems that will maintain the data, and will store 
computerized records in secured areas that are accessible only to 
employees who require the information to perform their official duties. 
Safeguards include a lock/unlock password system, exclusive use of 
leased telephone lines, a terminal-oriented transaction matrix, and an 
audit trail. Any manually maintained records will be kept in locked 
cabinets or in otherwise secure areas. Furthermore, SSA employees 
having access to SSA databases maintaining personal information must 
sign a sanction document annually, acknowledging their accountability 
for making unauthorized access to or disclosure of such information.
    SSA personnel having access to the data in this system of records 
will be informed of the criminal penalties provided in the Privacy Act, 
5 U.S.C. 552a(i)(1), and other statutes for unauthorized access to or 
disclosure of information maintained in this system of records.
    Contractor personnel having access to data in this system of 
records will be required to adhere to SSA rules concerning safeguards, 
access, and use of the data.

3. Service Observation Database

    The Service Observation Database system of records is a repository 
for records in paper and electronic form. Only authorized SSA personnel 
who have a need for the information in the performance of their 
official duties may access the information. We will safeguard the 
security of the information by requiring the use of access codes to 
enter the computer systems that will maintain the data, and will store 
computerized records in secured areas that are accessible only to 
employees who require the information to perform their official duties. 
Safeguards include a lock/unlock password system, exclusive use of 
leased telephone lines, a terminal-oriented transaction matrix, and an 
audit trail. Any manually maintained records are stored in locked 
cabinets or in otherwise secure areas. Furthermore, SSA employees 
having access to SSA databases maintaining personal information must 
sign a sanction document annually, acknowledging their accountability 
for making unauthorized access to or disclosure of such information.
    Contractor personnel having access to data in this system of 
records will be required to adhere to SSA rules concerning safeguards, 
access, and use of the data. SSA personnel having access to the data in 
this system of records will be informed of the criminal penalties 
provided in the Privacy Act, 5 U.S.C. 552a(i)(1), and other statutes 
for unauthorized access to or disclosure of information maintained in 
this system of records.

V. Effect of the Proposed System of Records on the Rights of 
Individuals

    These systems of records will provide a variety of support for 
management in handling performance evaluation discussions with 
employees. This includes whether the call response by the employees 
were accurate, or if not, any reasons. These systems of records will 
also include employees' average call-talk time compared with office or 
unit averages, and they will facilitate evaluations submitted into 
automated Service Observation Report Forms. These forms, which are 
printed, permit the discussion of the employee's performance with the 
agent that handled the call.
    In accordance with the Privacy Act, we will use and disclose data 
maintained in these systems of records.

[[Page 16412]]

We do not anticipate that these systems of records will have any 
unwarranted adverse effect on the rights of individuals about whom data 
will be maintained.
    We will employ security measures that protect access to and 
preclude unauthorized disclosure of records in the three proposed 
systems of records. We will also use the information only for the 
purposes which are establishing the systems of records. Therefore, we 
do not anticipate that the proposed systems of records will have any 
unwarranted adverse effect on the privacy or other rights of 
individuals.

    Dated: January 24, 2008.
Michael J. Astrue,
Commissioner.
Social Security Administration Notice of System of Records Required by 
the Privacy Act of 1974, as Amended

System number:
    60-0362.

System name:
    Recordings of Service Observations.

Security classification:
    None.

System location:
    The following locations will each have the equipment that enables 
service observers to use the vendor's telephone system to select and 
record agent calls: National 800 Number Network (N8NN) sites, regional 
Office of Quality Performance (OQP) sites, Office of Operations 
regional offices' N8NN directors and staff. Contact the system manager 
at the address below for the address of these sites. Records are also 
located in the central offices of OQP and the Office of Telephone 
Services. The address of these offices is Social Security 
Administration (SSA), 6401 Security Boulevard, Baltimore, MD 21235.

Categories of individuals covered by the system:
    All N8NN calls are subject to unannounced service observation. 
Recorded telephone conversations between public callers and SSA agents 
will be stored in the system of records. Service observers will 
document the evaluation and enter this data into the system of records. 
The system of records will accumulate data from the inputs of 
evaluations.

Categories of records in the system:
    Recorded calls between callers and SSA agents will be maintained in 
this system of records and will include date and time of the recorded 
call, the observer's name, the agent's unit or module number (not 
individual agent identifier) and caller's name (and address, if 
available).

Authority for maintenance of the system:
    Sections 205(a) and 702(a)(5) of the Social Security Act (42 U.S.C. 
405(a) and 902(a)(5)). The authority to conduct consensual service 
observation activities, cited in regulation 20 CFR Part 422, Listening-
In to or Recording Telephone Conversations, must be renewed every 5 
years. It was renewed on December 1, 2005.

Purpose(s):
    Electronic recordings of service observations or results will be 
used for performance assessments, conduct issues, and disciplinary 
actions. These recordings will also determine individual employee, 
unit, and office-wide training needs, as well as the quality of 
responses, trends, public reactions to policies, legislation, and other 
public announcements. The recordings will be used to train service 
observers to ensure uniform and consistent evaluation criteria and as 
documentation for any disciplinary and performance-based actions.
    Service observers will routinely record calls and access recordings 
of telephone conversations in the system of records. Service observers 
and possibly other site management will use recorded service observed 
call conversations for determining training needs, ensuring uniform and 
consistent evaluations, and improving the overall monitoring quality 
and performance management process. The manager uses the evaluations to 
assess agent response quality as well as support any conduct issues and 
disciplinary actions. OQP Headquarters and regional personnel will 
routinely record all calls for a particular site to evaluate a site's 
quality. OTS and regional N8NN director staffs will also use the system 
of records to evaluate the management of the service observation 
program, and the overall quality, integrity, and courtesy of agent 
responses. Moreover, they will be able to view the details about the 
calls observed, the reasons callers called the N8NN, the programs 
involved, and the types of errors for assessing training needs on a 
regional or national basis.

Routine uses of records maintained in the systems of records, including 
categories of users and the purposes of such use:
    Routine uses disclosures are as indicated below:
    1. To the Office of the President for the purpose of responding to 
an individual pursuant to an inquiry received from that individual or 
from a third party on his/her behalf.
    2. To a congressional office in response to an inquiry from that 
office made at the request of the subject of a record.
    3. To the Department of Justice (DOJ), a court or other tribunal, 
or another party before such tribunal when:
    a. SSA or any component thereof; or
    b. Any SSA employee in his/her official capacity; or
    c. Any SSA employee in his/her individual capacity when DOJ (or SSA 
when it is authorized to do so) has agreed to represent the employee; 
or
    d. The United States or any agency thereof when SSA determines that 
the litigation is likely to affect the operations of SSA or any of its 
components,

is a party to litigation or has an interest in such litigation, and SSA 
determines that the use of such records by DOJ, a court or other 
tribunal, or another party before such tribunal, is relevant and 
necessary to the litigation, provided, however, that in each case, SSA 
determines that such disclosure is compatible with the purpose for 
which the records were collected.

    4. To SSA contractors and other Federal agencies, disclosure may be 
unrestricted as necessary, for assisting SSA in the efficient 
administration of its programs. We will disclose information under this 
routine use only in situations in which SSA may enter into a 
contractual or similar agreement with a third party to assist in 
accomplishing an agency function relating to this system of records.
    5. To student volunteers, individuals working under a personal 
services contract, and other workers who technically do not have the 
status of Federal employees, when they are performing work for SSA as 
authorized by law, and they need access to personally identifiable 
information in SSA records in order to perform their assigned Agency 
functions.
    6. To Federal, State, and local law enforcement agencies and 
private security contractors as appropriate, information necessary:
    (a) To enable them to protect the safety of SSA employees and the 
public, the security of the SSA workplace, and the operation of SSA 
facilities; or
    (b) To assist investigations or prosecutions with respect to 
activities that affects such safety and security or activities that 
disrupt the operation of SSA facilities.

[[Page 16413]]

    7. To the General Services Administration and the National Archives 
Records Administration (NARA) under 44 U.S.C. 2904 and 2906, as amended 
by the NARA Act of 1984, information which is not restricted from 
disclosure by Federal law for the use by those agencies in conducting 
records management studies.
    8. To the Equal Employment Opportunity Commission when requested in 
connection with investigations into alleged or possible discriminatory 
practices in the Federal sector, examination of Federal affirmative 
employment programs, compliance by Federal agencies with the Uniform 
Guidelines on Employee Selection Procedures, or other functions vested 
in the Commission.
    9. To the Merit Systems Protection Board or the Office of Special 
Counsel in connection with appeals, special studies of the civil 
service and other merit systems, review of rules and regulations, 
investigation of alleged or possible prohibited personnel practices, 
and other such functions promulgated in 5 U.S.C. Chapter 12, or as may 
be authorized by law.
    10. To the Federal Labor Relations Authority, the Office of the 
Special Counsel, the Federal Mediation and Conciliation Service, the 
Federal Service Impasses Panel, or an arbitrator requesting information 
in connection with the investigations of allegations of unfair 
practices, matters before an arbitrator or the Federal Service Impasses 
Panel.
    11. To the Department of Justice for:
    (a) Investigating and prosecuting violations of the Social Security 
Act to which criminal penalties attach;
    (b) Representing the Commissioner; or
    (c) Investigating issues of fraud or violation of civil rights by 
agency officers or employees.
    12. To appropriate Federal, State, and local agencies, entities, 
and persons when (1) we suspect or confirm that the security or 
confidentiality of information in this system of records has been 
compromised; (2) we determine that as a result of the suspected or 
confirmed compromise there is a risk of harm to economic or property 
interests, identity theft or fraud, or harm to the security or 
integrity of this system or other systems or programs of SSA that rely 
upon the compromised information; and (3) we determine that disclosing 
the information to such agencies, entities, and persons is necessary to 
assist in our efforts to respond to the suspected or confirmed 
compromise and prevent, minimize, or remedy such harm. SSA will use 
this routine use to respond only to those incidents involving an 
unintentional release of its records.

Policies and practices for storing, retrieving, accessing, retaining 
and disposing of records in the system of records:
Storage:
    The records created from the Recordings of Service Observations 
system of records are electronic only.

Retrievability:
    The observers, management, OQP, and regional and Headquarters 
staffs authorized to conduct service observations will have access to 
the recordings. Recorded call data will be stored and retrieved by a 
combination of day, date, time of the call, the type of call, and the 
observer's name and the agent's unit number.

Safeguards:
    Information is compartmentalized so that service observers who have 
an official need for the information in the performance of their duties 
at one site have access only to data or records at their sites, and 
that those authorized outside the site may only access site information 
within their jurisdictions. Regional office 800 number director staffs 
will have access to all sites in their respective regions. OQP and 
Headquarters observers will have nationwide access. Access is through a 
PIN-based authorization process.
    Established safeguards for automated records are in accordance with 
the Systems Security Handbook. For computerized records electronically 
transmitted between SSA's central office and field office locations 
(including organizations administering SSA programs under contractual 
agreements), safeguards include a lock/unlock password system, 
exclusive use of leased telephone lines, a terminal-oriented 
transaction matrix, and an audit trail. Access https://www.ssa.gov/foia/
bluebook/app_g.htm for additional information regarding the safeguards 
SSA employs to protect its paper and automated records.

Retention and disposal:
    When the service observer listens to a call, an automated Service 
Observation Report form is completed. Both the observer or manager and 
the agent sign the form. Per the current personnel file retention 
procedures, we will maintain paper copies of the Service Observation 
Report Form in the SF-7b extension personnel files. The system of 
records maintains recorded call conversations for 14 days, at which 
time the call conversations are automatically destroyed. If the 
employee's recorded service observation results in an unsatisfactory 
evaluation by the service observer, however, the call conversation is 
automatically retained for 60 days from the date of the call and then 
destroyed. The manager will archive the recording for a full two-year 
period from the date all actions are closed if the evaluation results 
in a performance or conduct issue, the recording is used to support a 
disciplinary action, the employee files a grievance, or if the employee 
files an Equal Employment Opportunity complaint. In these situations, 
the employee may request to listen to the recorded call, and management 
will then make the recording available for listening within five 
business days of the request, whenever possible. Management must be 
present while the employee listens to a recorded call. The employee 
receives a copy of the sanitized Service Observation Report Form, and 
the manager places the original sanitized form in the SF-7b extension 
file. When an EEO complaint is involved, the manager will download the 
recording to a disk and place the disk in the employee's SF-7b 
extension personnel file for the four-year retention period, or as long 
as is required for the duration of pending/ongoing litigation.
    Only members of management may delete records from the system of 
records. If the agent conversation involves litigation, management will 
archive the recording in the system of records.
    The Agency established a retention and disposal schedule for the 
retained recordings. Current policies set for retention and destruction 
of personnel records cover forms placed in the SF-7b extension file.

System of records manager(s) and address(es):
    Associate Commissioner for Telephone Services, Office of the Deputy 
Commissioner for Operations, Office of Telephone Services, 6401 
Security Boulevard, 4840 Annex Building, Baltimore, Maryland 21235.

Notification procedure(s):
    An individual can determine if this system of records contains a 
record about him/her by writing to the system of records manager(s) at 
the above address and providing his/her name, work telephone number, or 
other information that may be in the system of records that will 
identify him/her. An individual requesting notification of records in 
person should provide the same information, as well as provide an 
identity document, preferably with a

[[Page 16414]]

photograph, such as a driver's license or some other means of 
identification. If an individual does not have any identification 
documents sufficient to establish his/her identity, the individual must 
certify in writing that he/she is the person claimed to be and that he/
she understands that the knowing and willful request for, or 
acquisition of, a record pertaining to another individual under false 
pretenses is a criminal offense.
    If notification is requested by telephone, an individual must 
verify his/her identity by providing identifying information that 
parallels information in the record to which notification is being 
requested. If it is determined, that the identifying information 
provided by telephone is insufficient, the individual will be required 
to submit a request in writing or in person. If an individual is 
requesting information by telephone on behalf of another individual, 
the subject individual must be connected with SSA and the requesting 
individual in the same phone call. SSA will establish the subject 
individual's identity (his/her name, SSN, address, date of birth and 
place of birth along with one other piece of information such as 
mother's maiden name) and ask for his/her consent in providing 
information to the requesting individual. Authentication will be 
conducted before connecting with both parties.
    If a request for notification is submitted by mail, an individual 
must include a notarized statement to SSA to verify his/her identity or 
must certify in the request that he/she is the person claimed to be. 
Moreover, that he/she understands that the knowing and willful request 
for, or acquisition of, a record pertaining to another individual under 
false pretenses is a criminal offense. These procedures are in 
accordance with SSA Regulations (20 CFR 401.40(c)).

Record access procedures:
    Same as Notification procedures. Requesters should also reasonably 
specify the record contents being sought. These procedures are in 
accordance with SSA Regulations (20 CFR 401.40(c)).

Contesting record procedures:
    Same as Notification procedures. In addition, requesters should 
reasonably identify the record, specify the information they are 
contesting, and state the corrective action sought, and the reasons for 
the correction, with supporting justification showing how the record is 
incomplete, untimely, inaccurate or irrelevant. These procedures are in 
accordance with SSA Regulations (20 CFR 401.65(a)).

Record source categories:
    The source of electronic/paper records retained at sites is the 
software recording system provided by a vendor providing 
telecommunications services.

System of records exempted from certain provisions of the Privacy Act:
    None.
Social Security Administration Notice of System of Records Required by 
the Privacy Act of 1974, as Amended

System number:
    60-0363.

System name:
    Call Detail Management Information Report.

Security classification:
    None.

System location:
    The vendor responsible for providing new telephone systems provides 
call detail reports, which are immediately available in a web-based 
report format to management (known as service observers), at their 
desktops. Reports are also available from the N8NN telephone system 
automatic call distribution (ACD) equipment that give call details for 
all calls received or dialed.
    Real time queries and reports, as well as historical summary data 
(half-hourly, hourly, daily, weekly, monthly, quarterly, and annually) 
are available by telephone extension, unit, branch, division, center, 
area, region, and national.
    The locations of these records include field offices, teleservice 
centers, area director and regional offices, processing centers, Office 
of Central Operations (OCO) answering centers, and the Office of 
Disability Adjudication and Review (ODAR) Headquarters and regional 
hearing offices. Contact the system manager at the address below for 
the address of these sites. Records are also located at Social Security 
Administration (SSA) central office components. The SSA central office 
address is Social Security Administration (SSA), 6401 Security 
Boulevard, Baltimore, MD 21235.

Categories of individuals covered by the system:
    SSA employees who are assigned telephone numbers.

Categories of records in the system:
    Call detail reports contain all telephone extensions in SSA offices 
and include the telephone number(s) of callers to the office. 
Employees' names may be associated with an extension, but the system of 
records does not provide the name of the person who called from that 
number. However, it does provide the number dialed on outgoing calls 
and the employee's extension.
    Automatic call distribution equipment also includes the caller's 
telephone number, the extension of the agent answering the call, unit 
number, date of call, and all the particulars of the call (e.g., 
duration, how long it took for the agent to answer the call, how much 
time was spent working after the call was completed, time on hold, 
transfer information, and employee skill set [e.g., Spanish speaking, 
Title II Claims, Title XVI Claims, General Inquiry]).
    For offices with upgraded telephone systems, the system provides 
additional information when the office sets up the system to identify 
skill groups (e.g., the skill set of the employee assigned to that 
extension [claims representative, service representative]). In cases of 
skill group setups, the detail on the Web site would also provide that 
an extension that received or made the call is assigned to an employee 
in a Title II or Title XVI, General Inquiry, Administrative, Family 
Line, etc. In regional offices, processing centers, OCO call answering 
sites, components at Headquarters, ODAR Headquarters regional and local 
offices, the component name, site, division or branch title, section or 
unit identification, employee name, extension, etc., may be set up for 
identifying incoming or outgoing call destinations with the same call 
detail particulars already mentioned.

Authority for maintenance of the system of records:
    Sections 205(a) and 702(a)(5) of the Social Security Act (42 U.S.C. 
405(a) and 902(a)(5)).

Purpose(s):
    This system of records provides immediate online call detail 
management information. SSA management will use call detail reports for 
the following purposes:
     To determine office, unit and employee performance and 
service efficiency (i.e., call-talk time of a claims representatives 
can help evaluate the average number of claims that can be taken within 
a specific period of time, which is helpful in determining staffing for 
that workload);
     For employee performance assessment, and determining any 
conduct issues and disciplinary action;
     To validate a complaint from a member of the public (i.e., 
verify which

[[Page 16415]]

extension received a call to be able to discuss the problem with the 
employee assigned to that extension);
     To trace or identify or associate call data regarding the 
number of a caller threatening the safety of the public, Federal 
employees, or Federal property;
     As documentation to rebut costs provided on a monthly bill 
from the telephone company or carrier;
     To help management determine if an employee receives or 
makes repeated personal calls from or to a number over a period of 
time;
     To verify numerous calls to or from the same number for 
litigation purposes; and
     To assist the Office of the Inspector General office 
representatives in an investigation; and
     To support any other SSA regional or Headquarters 
employees in their official capacity to provide employee counseling.

Routine uses of records maintained in the systems of records, including 
categories of users and the purposes of such use:
    Routine uses disclosures are as indicated below:
    1. To the Office of the President for the purpose of responding to 
an individual pursuant to an inquiry received from that individual or 
from a third party on his/her behalf.
    2. To a congressional office in response to an inquiry from that 
office made at the request of the subject of a record.
    3. To the Department of Justice (DOJ), a court or other tribunal, 
or another party before such tribunal when:
    (a) SSA or any component thereof; or
    (b) Any SSA employee in his/her official capacity; or
    (c) Any SSA employee in his/her individual capacity when DOJ (or 
SSA when it is authorized to do so) has agreed to represent the 
employee; or
    (d) The United States or any agency thereof when SSA determines 
that the litigation is likely to affect the operations of SSA or any of 
its components, is a party to litigation or has an interest in such 
litigation, and SSA determines that the use of such records by DOJ, a 
court or other tribunal, or another party before such tribunal, is 
relevant and necessary to the litigation, provided, however, that in 
each case, SSA determines that such disclosure is compatible with the 
purpose for which the records were collected.
    4. To SSA contractors and other Federal agencies, disclosure may be 
unrestricted as necessary, for assisting SSA in the efficient 
administration of its programs. We will disclose information under this 
routine use only in situations in which SSA may enter into a 
contractual or similar agreement with a third party to assist in 
accomplishing an agency function relating to this system of records.
    5. To student volunteers, individuals working under a personal 
services contract, and other workers who technically do not have the 
status of Federal employees, when they are performing work for SSA as 
authorized by law, and they need access to personally identifiable 
information in SSA records in order to perform their assigned Agency 
functions.
    6. To Federal, State, and local law enforcement agencies and 
private security contractors as appropriate, information necessary:
    (a) To enable them to protect the safety of SSA employees and the 
public, the security of the SSA workplace, and the operation of SSA 
facilities; or
    (b) To assist investigations or prosecutions with respect to 
activities that affects such safety and security or activities that 
disrupt the operation of SSA facilities.
    7. To the General Services Administration and the National Archives 
Records Administration (NARA) under 44 U.S.C. 2904 and 2906, as amended 
by the NARA Act of 1984, information which is not restricted from 
disclosure by Federal law for the use by those agencies in conducting 
records management studies.
    8. To the Equal Employment Opportunity Commission when requested in 
connection with investigations into alleged or possible discriminatory 
practices in the Federal sector, examination of Federal affirmative 
employment programs, compliance by Federal agencies with the Uniform 
Guidelines on Employee Selection Procedures, or other functions vested 
in the Commission.
    9. To the Merit Systems Protection Board or the Office of Special 
Counsel in connection with appeals, special studies of the civil 
service and other merit systems, review of rules and regulations, 
investigation of alleged or possible prohibited personnel practices, 
and other such functions promulgated in 5 U.S.C. Chapter 12, or as may 
be authorized by law.
    10. To the Federal Labor Relations Authority, the Office of the 
Special Counsel, the Federal Mediation and Conciliation Service, the 
Federal Service Impasses Panel, or an arbitrator requesting information 
in connection with the investigations of allegations of unfair 
practices, matters before an arbitrator or the Federal Service Impasses 
Panel.
    11. To the Department of Justice for:
    (a) Investigating and prosecuting violations of the Social Security 
Act to which criminal penalties attach;
    (b) Representing the Commissioner; or
    (c) Investigating issues of fraud or violation of civil rights by 
agency officers or employees.
    12. To appropriate Federal, State, and local agencies, entities, 
and persons when (1) we suspect or confirm that the security or 
confidentiality of information in this system of records has been 
compromised; (2) we determine that as a result of the suspected or 
confirmed compromise there is a risk of harm to economic or property 
interests, identity theft or fraud, or harm to the security or 
integrity of this system or other systems or programs of SSA that rely 
upon the compromised information; and (3) we determine that disclosing 
the information to such agencies, entities, and persons is necessary to 
assist in our efforts to respond to the suspected or confirmed 
compromise and prevent, minimize, or remedy such harm. SSA will use 
this routine use to respond only to those incidents involving an 
unintentional release of its records.

Policies and practices for storing, retrieving, accessing, retaining 
and disposing of records in the system of records:
Storage:
    The storage media is paper and electronic.

Retrievability:
    Date, employee name, employee unit number, extension number, 
retrieve records by billing number, site, unit, section, branch, 
division, component, area, region, and nation. Only authorized 
management personnel may retrieve call detail records during the three-
year retention period.

Safeguards:
    Paper records are stored in approved management filing cabinets, 
which only management may access. Only management personnel with 
management passwords and PINs may access electronic records.
    Established safeguards for automated records are in accordance with 
the Systems Security Handbook. For computerized records electronically 
transmitted between SSA's central office and field office locations 
(including organizations administering SSA programs under contractual 
agreements), safeguards include a lock/unlock password system, 
exclusive use of leased telephone lines, a terminal-oriented 
transaction matrix, and an

[[Page 16416]]

audit trail. Access https://www.ssa.gov/foia/bluebook/app_g.htm for 
additional information regarding the safeguards SSA employs to protect 
its paper and automated records.

Retention and disposal:
    The Agency retains telephone detail records for three years, at 
which time they are destroyed.

System of records manager(s) and address(es):
    Associate Commissioner, Office of Telephone Services, Office of the 
Deputy Commissioner for Operations, Social Security Administration, 
6401 Security Boulevard, 4840 Annex Building, Baltimore, Maryland 
21235.

Notification procedure(s):
    An individual can determine if this system of records contains a 
record about him/her by writing to the system of records manager(s) at 
the above address and providing his/her name, work telephone number, or 
other information that may be in the system of records that will 
identify him/her. An individual requesting notification of records in 
person should provide the same information, as well as provide an 
identity document, preferably with a photograph, such as a driver's 
license or some other means of identification. If an individual does 
not have any identification documents sufficient to establish his/her 
identity, the individual must certify in writing that he/she is the 
person claimed to be and that he/she understands that the knowing and 
willful request for, or acquisition of, a record pertaining to another 
individual under false pretenses is a criminal offense.
    If notification is requested by telephone, an individual must 
verify his/her identity by providing identifying information that 
parallels information in the record to which notification is being 
requested. If it is determined that the identifying information 
provided by telephone is insufficient, the individual will be required 
to submit a request in writing or in person. If an individual is 
requesting information by telephone on behalf of another individual, 
the subject individual must be connected with SSA and the requesting 
individual in the same phone call. SSA will establish the subject 
individual's identity (his/her name, SSN, address, date of birth and 
place of birth along with one other piece of information such as 
mother's maiden name) and ask for his/her consent in providing 
information to the requesting individual.
    If a request for notification is submitted by mail, an individual 
must include a notarized statement to SSA to verify his/her identity or 
must certify in the request that he/she is the person claimed to be and 
that he/she understands that the knowing and willful request for, or 
acquisition of, a record pertaining to another individual under false 
pretenses is a criminal offense. These procedures are in accordance 
with SSA Regulations (20 CFR 401.40(c)).

Record access procedures:
    Same as Notification procedures. Requesters should also reasonably 
specify the record contents being sought. These procedures are in 
accordance with SSA Regulations (20 CFR 401.40(c)).

Contesting record procedures:
    Same as Notification procedures. In addition, requesters should 
reasonably identify the record, specify the information they are 
contesting, and state the corrective action sought, and the reasons for 
the correction, with supporting justification showing how the record is 
incomplete, untimely, inaccurate or irrelevant. These procedures are in 
accordance with SSA Regulations (20 CFR 401.65(a)).

Record source categories:
    The source of electronic and paper records retained at sites for 
call detail is from the telephone bill provided by the carrier or 
telephone company. Call detail is also available through a vendor 
provided web-based system of reports. The vendor supplies call detail 
reports electronically from automatic call distribution equipment.

System of records exempted from certain provisions of the Privacy Act:
    None.
Social Security Administration Notice of System of Records Required by 
the Privacy Act of 1974, as Amended

System number: 60-0364.
System name:
    Service Observation Database. 

Security classification:
    None.

System location:
    Denver Regional Office, Regional Communications Office, Social 
Security Administration, 1961 Stout Street, Room 1052, Denver, Colorado 
80294.

Categories of individuals covered by the system:
    Service Observers or monitors who conduct service observations of, 
or listen to, National 800 Number calls.

Categories of records in the system:
    The system of records will store the service observer's evaluative 
data for accumulating management information about the type of call and 
the accuracy of the information we provide to callers. The accumulated 
management information in the system of records will be available at 
the unit, branch, section, division, and site levels. No personal 
information about the agent or the caller will be stored. The service 
observer completes and prints the automated Service Observation Report 
Form. The service observer sanitizes all information about the caller 
on the paper Service Observation Report Form and discusses the 
performance with the employee. After this discussion, the observer 
files the form in the employee's SF-7b personnel extension file.

Authority for maintenance of the system:
    Sections 205(a) and 702(a)(5) of the Social Security Act (42 U.S.C. 
405(a) and 902(a)(5)).

Purpose(s):
    This system of records provides immediate management information 
about the quality of agent responses and services provided by the N8NN. 
SSA management will use the database reports for the following 
purposes:
     To determine office and unit performance and service 
efficiency for specified periods of time;
     To assess caller behavior such as the reasons members of 
the public call SSA;
     To determine the quality of services provided by employees 
answering N8NN calls; and
     To determine training needs at all levels.

Routine uses of records maintained in the systems of records, including 
categories of users and the purposes of such use:
    Routine uses disclosures are as indicated below:
    12. To the Office of the President for the purpose of responding to 
an individual pursuant to an inquiry received from that individual or 
from a third party on his/her behalf.
    13. To a congressional office in response to an inquiry from that 
office made at the request of the subject of a record.
    14. To the Department of Justice (DOJ), a court or other tribunal, 
or another party before such tribunal when:
    (a) SSA or any component thereof; or
    (b) Any SSA employee in his/her official capacity; or
    (c) Any SSA employee in his/her individual capacity when DOJ (or 
SSA

[[Page 16417]]

when it is authorized to do so) has agreed to represent the employee; 
or
    (d) The United States or any agency thereof when SSA determines 
that the litigation is likely to affect the operations of SSA or any of 
its components, is a party to litigation or has an interest in such 
litigation, and SSA determines that the use of such records by DOJ, a 
court or other tribunal, or another party before such tribunal, is 
relevant and necessary to the litigation, provided, however, that in 
each case, SSA determines that such disclosure is compatible with the 
purpose for which the records were collected.
    15. To SSA contractors and other Federal agencies, disclosure may 
be unrestricted as necessary, for assisting SSA in the efficient 
administration of its programs. We will disclose information under this 
routine use only in situations in which SSA may enter into a 
contractual or similar agreement with a third party to assist in 
accomplishing an agency function relating to this system of records.
    16. To student volunteers, individuals working under a personal 
services contract, and other workers who technically do not have the 
status of Federal employees, when they are performing work for SSA as 
authorized by law, and they need access to personally identifiable 
information in SSA records in order to perform their assigned Agency 
functions.
    17. To Federal, State, and local law enforcement agencies and 
private security contractors as appropriate, information necessary:
    (a) To enable them to protect the safety of SSA employees and the 
public, the security of the SSA workplace, and the operation of SSA 
facilities; or
    (b) To assist investigations or prosecutions with respect to 
activities that affects such safety and security or activities that 
disrupt the operation of SSA facilities.
    18. To the General Services Administration and the National 
Archives Records Administration (NARA) under 44 U.S.C. 2904 and 2906, 
as amended by the NARA Act of 1984, information which is not restricted 
from disclosure by Federal law for the use by those agencies in 
conducting records management studies.
    19. To the Equal Employment Opportunity Commission when requested 
in connection with investigations into alleged or possible 
discriminatory practices in the Federal sector, examination of Federal 
affirmative employment programs, compliance by Federal agencies with 
the Uniform Guidelines on Employee Selection Procedures, or other 
functions vested in the Commission.
    20. To the Merit Systems Protection Board or the Office of Special 
Counsel in connection with appeals, special studies of the civil 
service and other merit systems, review of rules and regulations, 
investigation of alleged or possible prohibited personnel practices, 
and other such functions promulgated in 5 U.S.C. Chapter 12, or as may 
be authorized by law.
    21. To the Federal Labor Relations Authority, the Office of the 
Special Counsel, the Federal Mediation and Conciliation Service, the 
Federal Service Impasses Panel, or an arbitrator requesting information 
in connection with the investigations of allegations of unfair 
practices, matters before an arbitrator or the Federal Service Impasses 
Panel.
    22. To the Department of Justice for:
    (a) Investigating and prosecuting violations of the Social Security 
Act to which criminal penalties attach;
    (b) Representing the Commissioner; or
    (c) Investigating issues of fraud or violation of civil rights by 
agency officers or employees.
    12. To appropriate Federal, State, and local agencies, entities, 
and persons when (1) we suspect or confirm that the security or 
confidentiality of information in this system of records has been 
compromised; (2) we determine that as a result of the suspected or 
confirmed compromise there is a risk of harm to economic or property 
interests, identity theft or fraud, or harm to the security or 
integrity of this system or other systems or programs of SSA that rely 
upon the compromised information; and (3) we determine that disclosing 
the information to such agencies, entities, and persons is necessary to 
assist in our efforts to respond to the suspected or confirmed 
compromise and prevent, minimize, or remedy such harm. SSA will use 
this routine use to respond only to those incidents involving an 
unintentional release of its records.

Policies and practices for storing, retrieving, accessing, retaining 
and disposing of records in the system of records:
Storage:
    Records are maintained in both electronic and paper f