Privacy Act of 1974; System of Records, 32564-32567 [2017-14839]
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electronic submission of responses. The
comments that are submitted will be
summarized and included in the request
for approval. All comments will become
a matter of public record.
Overview of This Information
Collection
Record Keeping Requirements Under
19 CFR 146.4
Estimated Number of Respondents:
276.
Estimated Time per Respondent: 45
minutes.
Estimated Total Annual Burden
Hours: 207.
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Certification Letter Under 19 CFR
146.25
Estimated Number of Respondents:
276.
Estimated Time per Respondent: 20
minutes.
Estimated Total Annual Burden
Hours: 91.
Dated: July 11, 2017.
Seth Renkema,
Branch Chief, Economic Impact Analysis
Branch, U.S. Customs and Border Protection.
BILLING CODE 9111–14–P
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[Docket No. DHS–2017–0023]
Privacy Act of 1974; System of
Records
Department of Homeland
Security, Privacy Office.
ACTION: Notice of Modified Privacy Act
System of Records.
AGENCY:
Title: Foreign Trade Zone Annual
Reconciliation Certification and Record
Keeping Requirement.
OMB Number: 1651–0051.
Form Number: None.
Current Actions: CBP proposes to
extend the expiration date of this
information collection. There is no
change to the burden hours, the
information collected, or to the record
keeping requirements.
Type of Review: Extension (without
change).
Affected Public: Businesses or other
for-profit institutions.
Abstract: In accordance with 19 CFR
146.4 and 146.25 foreign trade zone
(FTZ) operators are required to account
for zone merchandise admitted, stored,
manipulated and removed from FTZs.
FTZ operators must prepare a
reconciliation report within 90 days
after the end of the zone year for a spot
check or audit by CBP. In addition,
within 10 working days after the annual
reconciliation, FTZ operators must
submit to the CBP port director a letter
signed by the operator certifying that the
annual reconciliation has been prepared
and is available for CBP review and is
accurate. These requirements are
authorized by Foreign Trade Zones Act,
as amended (Pub. L. 104–201, 19 U.S.C.
81a et seq.)
[FR Doc. 2017–14785 Filed 7–13–17; 8:45 am]
DEPARTMENT OF HOMELAND
SECURITY
In accordance with the
Privacy Act of 1974, the Department of
Homeland Security proposes to modify
and reissue a current Department of
Homeland Security system of records
titled, ‘‘Department of Homeland
Security/Federal Emergency
Management Agency-002 Quality
Assurance Recording System of
Records.’’ This system of records allows
the Department of Homeland Security/
Federal Emergency Management Agency
to collect and maintain records on the
customer service performance of its
employees and contractors who interact
with individuals who apply for the
Agency’s individual assistance and
public assistance programs.
As a result of a biennial review of this
system, the Department of Homeland
Security/Federal Emergency
Management Agency is updating this
system of records notice to update the
system location, remove the use of the
term vendors for clarity as it is
interchangeable with contractors in this
instance, and replace the use of the term
National Processing Service Center
(NPSC) with the new term Regional
Service Center (RSC). Additionally, this
notice includes non-substantive changes
to simplify the formatting and text of the
previously published notice. This
modified system will be included in the
Department of Homeland Security’s
inventory of record systems.
DATES: Submit comments on or before
August 14, 2017. This modified system
will be effective August 14, 2017.
ADDRESSES: You may submit comments,
identified by docket number DHS–
2017–0023 by one of the following
methods:
• Federal e-Rulemaking Portal: https://
www.regulations.gov. Follow the
instructions for submitting comments.
• Fax: 202–343–4010.
• Mail: Jonathan R. Cantor, Acting
Chief Privacy Officer, Privacy Office,
Department of Homeland Security,
Washington, DC 20528–0655.
FOR FURTHER INFORMATION CONTACT: For
general questions, please contact:
William Holzerland, (202) 212–5100,
Senior Director for Information
Management, Federal Emergency
SUMMARY:
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Management Agency, Washington, DC
20478. For privacy questions, please
contact: Jonathan R. Cantor, (202) 343–
1717, Acting Chief Privacy Officer,
Privacy Office, Department of Homeland
Security, Washington, DC 20528–0655.
SUPPLEMENTARY INFORMATION:
I. Background
In accordance with the Privacy Act of
1974, 5 U.S.C. 552a, the Department of
Homeland Security (DHS)/Federal
Emergency Management Agency
(FEMA) proposes to modify and reissue
a current DHS system of records titled,
‘‘DHS/FEMA–002 Quality Assurance
Recording System of Records.’’
DHS/FEMA published this system of
records notice because FEMA collects,
uses, maintains, and retrieves
personally identifiable information (PII)
from its employees and contractors for
internal employee performance
evaluations, training, process
improvement, and quality assurance
purposes to improve customer service to
individual assistance and public
assistance applicants. FEMA collects
information from individual applicants
(including PII) as necessary, or uses
information previously collected from
them to provide customer service to
these applicants.
FEMA is updating this system of
records notice to provide greater
transparency to the public on its
migration to the Contact Center
Capability Modernization Program
(C3MP), a new information technology
system. FEMA is updating the system
location to: 1) include the C3MP IT
system, which maintains these records;
2) remove the use of the term vendors
for clarity as it is interchangeable with
contractors in this instance; and 3)
replace the use of the term National
Processing Service Center (NPSC) with
the new term Regional Service Center
(RSC). Additionally, FEMA is making
non-substantive grammatical changes
throughout this notice for the purpose of
clarification.
The purpose of this system of records
is to enable FEMA’s Quality Control
Department, Customer Satisfaction
Analysis Section, Contract Oversight
Management Section, and FEMA RSC
Supervisory staff to better monitor,
evaluate, and assess its employees and
contractors so that FEMA can improve
customer service to those seeking
disaster assistance. The purpose is
consistent with FEMA’s mission to
improve its capability to respond to all
hazards and support the citizens of our
Nation.
FEMA is authorized to collect
information in order to properly
administer the programs that are
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32565
authorized and described in this system
of record notice. FEMA collects, uses,
and maintains the records within this
system under the authority of: 5 U.S.C.
301; 5 CFR 430.102; 5 U.S.C. 4302; 5
U.S.C. 7106(a); 6 U.S.C. 795; 29 U.S.C.
204(b); Executive Order No. 13571;
FEMA Directive 3100.1; FEMA Directive
3700.1; and FEMA Directive 3700.2.
SYSTEM NAME AND NUMBER:
CATEGORIES OF RECORDS IN THE SYSTEM:
Department of Homeland Security
(DHS)/Federal Emergency Management
Agency (FEMA)-002 Quality Assurance
Recording System.
Consistent with DHS’s information
sharing mission, information stored in
the DHS/FEMA–002 Quality Assurance
Recording System of Records may be
shared with other DHS components that
have a need to know the information to
carry out their national security, law
enforcement, immigration, intelligence,
or other homeland security functions. In
addition, DHS/FEMA may share
information with appropriate federal,
state, local, tribal, territorial, foreign, or
international government agencies
consistent with the routine uses set
forth in this system of records notice.
Records are maintained at the FEMA
Headquarters in Washington, DC and
field offices, and also within the Contact
Center Modernization Program (C3MP)
IT system.
• Voice recordings of telephone calls
between FEMA employees and
contractors and applicants for FEMA’s
individual assistance and public
assistance programs. Telephone calls
may include a third-party vendor that is
providing language translation services
on behalf of FEMA;
• A ‘‘quality result’’ generated in
C3MP for each call or case processing
activity that is evaluated by a FEMA
supervisor or quality control specialist
assessing the level of customer service
provided by the FEMA employee/
contractor to the FEMA individual
assistance or public assistance
applicant;
• System-generated Contact ID;
• Name of FEMA employee who
conducted the assessment;
• Identification number of FEMA
employee who conducted the
assessment;
• FEMA employee/contractor name;
and
• FEMA employee/contractor user
identification number.
Tracking of FEMA employee/
contractor activity related to call
recordings, case review processing not
related to a phone call, and customer
satisfaction assessments may include
the following individual assistance
applicant information:
• Survey ID;
• Applicant’s name;
• Applicant email address;
• Home address;
• Social Security number;
• Applicant phone number(s);
• Current mailing address; and
• Personal financial information
including applicant’s bank name, bank
account information, insurance
information, and individual or
household income.
Tracking of FEMA employee/
contractor activity related to call
recordings for customer satisfaction
assessments may include the following
public assistance applicant information:
• Survey ID;
• Applicant/Point of Contact name
and title;
• Applicant email address;
• Organization Name;
• Applicant’s organization phone
number(s); and
• Organization’s business and/or
mailing address.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
SYSTEM MANAGER(S):
Program Manager, Recovery
Technology Programs Division, Federal
Emergency Management Agency, Texas
Recovery Service Center, Denton, TX
76208, (940) 891–8500.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
This modified system will be
included in the Department of
Homeland Security’s inventory of
record systems.
5 U.S.C. 301; 5 CFR 430.102; 5 U.S.C.
4302; 5 U.S.C. 7106(a); 6 U.S.C. 795; 29
U.S.C. 204(b); Executive Order No.
13571; FEMA Directive 3100.1; FEMA
Directive 3700.1; and FEMA Directive
3700.2.
II. Privacy Act
PURPOSE OF THE SYSTEM:
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The Privacy Act embodies fair
information practice principles in a
statutory framework governing the
means by which Federal Government
agencies collect, maintain, use, and
disseminate individuals’ records. The
Privacy Act applies to information that
is maintained in a ‘‘system of records.’’
A ‘‘system of records’’ is a group of any
records under the control of an agency
from which information is retrieved by
the name of an individual or by some
identifying number, symbol, or other
identifying particular assigned to the
individual. In the Privacy Act, an
individual is defined to encompass U.S.
citizens and lawful permanent
residents. Additionally, and similarly,
the Judicial Redress Act (JRA) provides
a statutory right to covered persons to
make requests for access and
amendment to covered records, as
defined by the JRA, along with judicial
review for denials of such requests. In
addition, the JRA prohibits disclosures
of covered records, except as otherwise
permitted by the Privacy Act.
Below is the description of the DHS/
FEMA–002 Quality Assurance
Recording System of Records.
In accordance with 5 U.S.C. 552a(r),
DHS has provided a report of this
system of records to the Office of
Management and Budget and to
Congress.
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The purpose of this system is to
collect, maintain, use, and retrieve
performance records of the FEMA
employees and contractors who interact
with applicants of the Agency’s
individual assistance and public
assistance programs for internal
employee and contractor performance
evaluations, training, and quality
assurance purposes to improve FEMA’s
customer service to and satisfaction of
those individuals applying for FEMA’s
individual and public assistance
programs.
CATEGORIES OF INDIVIDUALS COVERED BY THE
SYSTEM:
This system collects information from
FEMA employees and contractors who
are making or receiving telephone calls
to or from disaster assistance applicants;
FEMA employees and contractors
engaged in the case review of disaster
assistance applications not related to a
telephone call to or from a disaster
assistance applicant; and FEMA
employees and contractors performing
customer service satisfaction
assessments involving applicants of
FEMA individual assistance or public
assistance programs. Voice recordings or
screenshots may be captured during
provision of customer service for
training and feedback purposes. These
captures may contain disaster survivor
information as listed below under
‘‘Categories of Record in the System.’’
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RECORD SOURCE CATEGORIES:
FEMA obtains records from FEMA
employees and contractors who assist
disaster survivors in the disaster
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assistance application and casework
process, FEMA employees, and
contractors initiating customer
satisfaction assessments of FEMA
disaster assistance applicants, and from
supervisors or quality control
specialists. This system of records
contains personally identifiable
information (PII) of individual
assistance applicants, which is part of
the DHS/FEMA–008 Disaster Recovery
Assistance Files System of Records, 78
FR 25282 (April 30, 2013), as well as PII
of public assistance applicants, which is
part of the DHS/FEMA–009 Hazard
Mitigation Disaster Public Assistance
and Disaster Loan Programs System of
Records, 79 FR 16015 (March 24, 2014).
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ROUTINE USES OF RECORDS MAINTAINED IN THE
SYSTEM, INCLUDING CATEGORIES OF USERS AND
PURPOSES OF SUCH USES:
In addition to those disclosures
generally permitted under 5 U.S.C.
552a(b) of the Privacy Act, all or a
portion of the records or information
contained in this system may be
disclosed outside DHS as a routine use
pursuant to 5 U.S.C. 552a(b)(3) as
follows:
A. To the Department of Justice (DOJ),
including Offices of the U.S. Attorneys,
or other federal agency conducting
litigation or in proceedings before any
court, adjudicative, or administrative
body, when it is relevant or necessary to
the litigation and one of the following
is a party to the litigation or has an
interest in such litigation:
1. DHS or any component thereof;
2. Any employee or former employee
of DHS in his/her official capacity;
3. Any employee or former employee
of DHS in his/her individual capacity
when DOJ or DHS has agreed to
represent the employee; or
4. The United States or any agency
thereof.
B. To a congressional office from the
record of an individual in response to
an inquiry from that congressional office
made at the request of the individual to
whom the record pertains.
C. To the National Archives and
Records Administration (NARA) or
General Services Administration
pursuant to records management
inspections being conducted under the
authority of 44 U.S.C. 2904 and 2906.
D. To an agency or organization for
the purpose of performing audit or
oversight operations as authorized by
law, but only such information as is
necessary and relevant to such audit or
oversight function.
E. To appropriate agencies, entities,
and persons when:
1. DHS determines that information
from this system of records is
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reasonably necessary and otherwise
compatible with the purpose of
collection to assist another federal
recipient agency or entity in (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; or
2. DHS suspects or has confirmed that
there has been a breach of this system
of records; and (a) DHS has determined
that as a result of the suspected or
confirmed breach, there is a risk of harm
to individuals, harm to DHS (including
its information systems, programs, and
operations), the Federal Government, or
national security; and (b) the disclosure
made to such agencies, entities, and
persons is reasonably necessary to assist
in connection with DHS’s efforts to
respond to the suspected or confirmed
breach or to prevent, minimize, or
remedy such harm.
F. To contractors and their agents,
grantees, experts, consultants, and
others performing or working on a
contract, service, grant, cooperative
agreement, or other assignment for DHS,
when necessary to accomplish an
agency function related to this system of
records. Individuals provided
information under this routine use are
subject to the same Privacy Act
requirements and limitations on
disclosure as are applicable to DHS
officers and employees.
G. To an appropriate federal, state,
tribal, local, international, or foreign law
enforcement agency or other appropriate
authority charged with investigating or
prosecuting a violation or enforcing or
implementing a law, rule, regulation, or
order, when a record, either on its face
or in conjunction with other
information, indicates a violation or
potential violation of law, which
includes criminal, civil, or regulatory
violations and such disclosure is proper
and consistent with the official duties of
the person making the disclosure.
H. To the news media and the public,
with the approval of the Chief Privacy
Officer in consultation with counsel,
when there exists a legitimate public
interest in the disclosure of the
information, when disclosure is
necessary to preserve confidence in the
integrity of DHS, or when disclosure is
necessary to demonstrate the
accountability of DHS’s officers,
employees, or individuals covered by
the system, except to the extent the
Chief Privacy Officer determines that
release of the specific information in the
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context of a particular case would
constitute a clearly unwarranted
invasion of personal privacy.
POLICIES AND PRACTICES FOR STORAGE OF
RECORDS:
DHS/FEMA stores records in this
system electronically or on paper in
secure facilities in a locked drawer
behind a locked door. The records may
be stored on magnetic disc, tape, and
digital media.
POLICIES AND PRACTICES FOR RETRIEVAL OF
RECORDS:
Records may be retrieved by the
FEMA employee and/or contractor’s
name and user identification number, or
system-generated Contact ID number.
This system does not retrieve
information by individual or public
assistance applicant information.
POLICIES AND PRACTICES FOR RETENTION AND
DISPOSAL OF RECORDS:
The retention period for information
maintained in C3MP depends on the use
of the data. Records within C3MP that
are used in an evaluation of a FEMA
employee or contractor are retained for
six years, pursuant to FEMA Records
Schedule, Series 15–1 ‘‘National
Processing Service Centers Evaluated
Call Recordings,’’ NARA Authority N1–
311–08–1. Records that are not used in
an evaluation of a FEMA employee or
contractor are purged from the secured
servers within 45 days, per FEMA
Records Schedule, Series 15–2
‘‘National Processing Service Centers
Unevaluated Call Recordings,’’ also
under NARA Authority N1–311–08–1.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL
SAFEGUARDS:
DHS/FEMA safeguards records in this
system according to applicable rules
and policies, including all applicable
DHS automated systems security and
access policies. FEMA has imposed
strict controls to minimize the risk of
compromising the information that is
being stored. Access to the computer
system containing the records in this
system is limited to those individuals
who have a need to know the
information for the performance of their
official duties and who have appropriate
clearances or permissions.
RECORDS ACCESS PROCEDURES:
Individuals seeking access to and
notification of any record contained in
this system of records, or seeking to
contest its content, may submit a
request in writing to the Chief Privacy
Officer and Headquarters or FEMA
Freedom of Information Act (FOIA)
Officer, whose contact information can
be found at https://www.dhs.gov/foia
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under ‘‘Contacts Information.’’ If an
individual believes more than one
component maintains Privacy Act
records concerning him or her, the
individual may submit the request to
the Chief Privacy Officer and Chief
Freedom of Information Act Officer,
Department of Homeland Security,
Washington, DC 20528–0655. Even if
neither the Privacy Act nor the Judicial
Redress Act provide a right of access,
certain records about you may be
available under the Freedom of
Information Act.
When seeking records about yourself
from this system of records or any other
Departmental system of records, your
request must conform to the Privacy Act
regulations set forth in 6 CFR part 5.
You must first verify your identity,
meaning that you must provide your full
name, current address, and date and
place of birth. You must sign your
request, and your signature must either
be notarized or submitted under 28
U.S.C. 1746, a law that permits
statements to be made under penalty of
perjury as a substitute for notarization.
While no specific form is required, you
may obtain forms for this purpose from
the Chief Privacy Officer and Chief
Freedom of Information Act Officer,
https://www.dhs.gov/foia or 1–866–431–
0486. In addition, you should:
• Explain why you believe the
Department would have information on
you;
• Identify which component(s) of the
Department you believe may have the
information about you;
• Specify when you believe the
records would have been created; and
• Provide any other information that
will help the FOIA staff determine
which DHS component agency may
have responsive records;
If your request is seeking records
pertaining to another living individual,
you must include a statement from that
individual certifying his/her agreement
for you to access his/her records.
Without the above information, the
component(s) may not be able to
conduct an effective search, and your
request may be denied due to lack of
specificity or lack of compliance with
applicable regulations.
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CONTESTING RECORD PROCEDURES:
For records covered by the Privacy
Act or covered JRA records, see ‘‘Record
Access Procedures’’ above. For records
not covered by the Privacy act or JRA
covered records an applicant may call
and connect directly with a live Human
Services Specialist (HSS) to update the
applicant’s information.
NOTIFICATION PROCEDURES:
See ‘‘Record Access Procedures.’’
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EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
79 FR 35366; 76 FR 8758.
Dated: July 10, 2017.
Jonathan R. Cantor,
Acting Chief Privacy Officer, Department of
Homeland Security.
[FR Doc. 2017–14839 Filed 7–13–17; 8:45 am]
BILLING CODE 9110–17–P
DEPARTMENT OF HOMELAND
SECURITY
[Docket No. DHS–1640–0036]
Agency Information Collection
Activities: Submission for Review;
Information Collection Request for the
Department of Homeland Security,
Science and Technology, Research
and Development Partnerships Group,
Office of Public-Private Partnerships
Science and Technology
Directorate, DHS.
ACTION: 60-day notice and request for
comment.
AGENCY:
The Department of Homeland
Security (DHS), Science & Technology
(S&T) Directorate invites the general
public to comment on the DHS S&T
Industry Outreach Information data
collection forms for the Public-Private
Partnerships (P3) who resides within
the Research and Development
Partnerships Group (RDP). S&T/RPD/P3
is responsible for coordinating the
collection of Industry Information,. This
authority charges the P3 Office with the
collection of relevant information of
companies, including their contact and
product information. Any and all
information provided by companies is
completely voluntary; companies are
not required to submit any requested
information.
The DHS/S&T/RDP/P3 invites
interested persons to comment on the
following form and instructions for the
S&T/RDP/PPP: DHS S&T Industry
Outreach Information Form. Interested
persons may receive a copy of the Forms
by contacting the DHS S&T PRA
Coordinator. This notice and request for
comments is required by the Paperwork
Reduction Act of 1995.
DATES: Comments are encouraged and
will be accepted until September 12,
2017.
SUMMARY:
Interested persons are
invited to submit comments, identified
by docket number DHS–1640–NEW, by
one of the following methods:
ADDRESSES:
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32567
• Federal eRulemaking Portal: https://
www.regulations.gov. Please follow the
instructions for submitting comments.
• Email: S&TPRA@st.dhs.gov. Please
include docket number DHS–1640–0036
in the subject line of the message.
• Fax: (202) 254–6171. (Not a toll-free
number).
• Mail: Science and Technology
Directorate, ATTN: Chief Information
Office—Mary Cantey, 245 Murray Drive,
Mail Stop 0202, Washington, DC 20528.
FOR FURTHER INFORMATION CONTACT:
S&T/RDP/PPP System Owner: Melanie
Cummings (202) 254–5616 (Not a toll
free number).
SUPPLEMENTARY INFORMATION: The
information collected in this form is
used by both DHS S&T RDP/P3 and R&D
program managers in support of
technology scouting and
commercialization efforts, program
formulation and planning, and
investment decision making. Prior to
making any investment decisions
regarding R&D funding, DHS S&T
conducts planning activities to not only
determine the need for an R&D
investment but also ensures awareness
of all possible solutions to the
operational challenge that requires the
investment. Technology scouting and
commercialization inform these
planning activities by providing
information on current industry
capabilities. This information is
gathered from a number of sources,
including the information provided by
companies on the Industry Outreach
Form. P3, which operates under the
authority in Title 6 of the U.S. Code,
sec. 193, shares the information
received from companies with R&D
program managers, who may be able to
apply a company’s technical capabilities
or technologies to their specific project
or program.
The first page of the form requests
basic contact information on a company,
including business name; mailing
address; point of contact name, title,
and contact information; company Web
site address; and the company
classification (size, NAICS code, etc.).
The form also requests information to
help S&T assess and inform its industry
outreach efforts, including how and
where a company heard about S&T and
any previous experiences working with
S&T. The second page of the form
requests information about the technical
capabilities (technology or service) a
company offers, including the current
stage of the technology, its current
technology and/or manufacturing
readiness level, and why the capability
is unique and valuable to DHS. All
information requested in the form is
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Agencies
[Federal Register Volume 82, Number 134 (Friday, July 14, 2017)]
[Notices]
[Pages 32564-32567]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2017-14839]
-----------------------------------------------------------------------
DEPARTMENT OF HOMELAND SECURITY
[Docket No. DHS-2017-0023]
Privacy Act of 1974; System of Records
AGENCY: Department of Homeland Security, Privacy Office.
ACTION: Notice of Modified Privacy Act System of Records.
-----------------------------------------------------------------------
SUMMARY: In accordance with the Privacy Act of 1974, the Department of
Homeland Security proposes to modify and reissue a current Department
of Homeland Security system of records titled, ``Department of Homeland
Security/Federal Emergency Management Agency-002 Quality Assurance
Recording System of Records.'' This system of records allows the
Department of Homeland Security/Federal Emergency Management Agency to
collect and maintain records on the customer service performance of its
employees and contractors who interact with individuals who apply for
the Agency's individual assistance and public assistance programs.
As a result of a biennial review of this system, the Department of
Homeland Security/Federal Emergency Management Agency is updating this
system of records notice to update the system location, remove the use
of the term vendors for clarity as it is interchangeable with
contractors in this instance, and replace the use of the term National
Processing Service Center (NPSC) with the new term Regional Service
Center (RSC). Additionally, this notice includes non-substantive
changes to simplify the formatting and text of the previously published
notice. This modified system will be included in the Department of
Homeland Security's inventory of record systems.
DATES: Submit comments on or before August 14, 2017. This modified
system will be effective August 14, 2017.
ADDRESSES: You may submit comments, identified by docket number DHS-
2017-0023 by one of the following methods:
Federal e-Rulemaking Portal: https://www.regulations.gov.
Follow the instructions for submitting comments.
Fax: 202-343-4010.
Mail: Jonathan R. Cantor, Acting Chief Privacy Officer,
Privacy Office, Department of Homeland Security, Washington, DC 20528-
0655.
FOR FURTHER INFORMATION CONTACT: For general questions, please contact:
William Holzerland, (202) 212-5100, Senior Director for Information
Management, Federal Emergency Management Agency, Washington, DC 20478.
For privacy questions, please contact: Jonathan R. Cantor, (202) 343-
1717, Acting Chief Privacy Officer, Privacy Office, Department of
Homeland Security, Washington, DC 20528-0655.
SUPPLEMENTARY INFORMATION:
I. Background
In accordance with the Privacy Act of 1974, 5 U.S.C. 552a, the
Department of Homeland Security (DHS)/Federal Emergency Management
Agency (FEMA) proposes to modify and reissue a current DHS system of
records titled, ``DHS/FEMA-002 Quality Assurance Recording System of
Records.''
DHS/FEMA published this system of records notice because FEMA
collects, uses, maintains, and retrieves personally identifiable
information (PII) from its employees and contractors for internal
employee performance evaluations, training, process improvement, and
quality assurance purposes to improve customer service to individual
assistance and public assistance applicants. FEMA collects information
from individual applicants (including PII) as necessary, or uses
information previously collected from them to provide customer service
to these applicants.
FEMA is updating this system of records notice to provide greater
transparency to the public on its migration to the Contact Center
Capability Modernization Program (C3MP), a new information technology
system. FEMA is updating the system location to: 1) include the C3MP IT
system, which maintains these records; 2) remove the use of the term
vendors for clarity as it is interchangeable with contractors in this
instance; and 3) replace the use of the term National Processing
Service Center (NPSC) with the new term Regional Service Center (RSC).
Additionally, FEMA is making non-substantive grammatical changes
throughout this notice for the purpose of clarification.
The purpose of this system of records is to enable FEMA's Quality
Control Department, Customer Satisfaction Analysis Section, Contract
Oversight Management Section, and FEMA RSC Supervisory staff to better
monitor, evaluate, and assess its employees and contractors so that
FEMA can improve customer service to those seeking disaster assistance.
The purpose is consistent with FEMA's mission to improve its capability
to respond to all hazards and support the citizens of our Nation.
FEMA is authorized to collect information in order to properly
administer the programs that are
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authorized and described in this system of record notice. FEMA
collects, uses, and maintains the records within this system under the
authority of: 5 U.S.C. 301; 5 CFR 430.102; 5 U.S.C. 4302; 5 U.S.C.
7106(a); 6 U.S.C. 795; 29 U.S.C. 204(b); Executive Order No. 13571;
FEMA Directive 3100.1; FEMA Directive 3700.1; and FEMA Directive
3700.2.
Consistent with DHS's information sharing mission, information
stored in the DHS/FEMA-002 Quality Assurance Recording System of
Records may be shared with other DHS components that have a need to
know the information to carry out their national security, law
enforcement, immigration, intelligence, or other homeland security
functions. In addition, DHS/FEMA may share information with appropriate
federal, state, local, tribal, territorial, foreign, or international
government agencies consistent with the routine uses set forth in this
system of records notice.
This modified system will be included in the Department of Homeland
Security's inventory of record systems.
II. Privacy Act
The Privacy Act embodies fair information practice principles in a
statutory framework governing the means by which Federal Government
agencies collect, maintain, use, and disseminate individuals' records.
The Privacy Act applies to information that is maintained in a ``system
of records.'' A ``system of records'' is a group of any records under
the control of an agency from which information is retrieved by the
name of an individual or by some identifying number, symbol, or other
identifying particular assigned to the individual. In the Privacy Act,
an individual is defined to encompass U.S. citizens and lawful
permanent residents. Additionally, and similarly, the Judicial Redress
Act (JRA) provides a statutory right to covered persons to make
requests for access and amendment to covered records, as defined by the
JRA, along with judicial review for denials of such requests. In
addition, the JRA prohibits disclosures of covered records, except as
otherwise permitted by the Privacy Act.
Below is the description of the DHS/FEMA-002 Quality Assurance
Recording System of Records.
In accordance with 5 U.S.C. 552a(r), DHS has provided a report of
this system of records to the Office of Management and Budget and to
Congress.
SYSTEM NAME AND NUMBER:
Department of Homeland Security (DHS)/Federal Emergency Management
Agency (FEMA)-002 Quality Assurance Recording System.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Records are maintained at the FEMA Headquarters in Washington, DC
and field offices, and also within the Contact Center Modernization
Program (C3MP) IT system.
SYSTEM MANAGER(S):
Program Manager, Recovery Technology Programs Division, Federal
Emergency Management Agency, Texas Recovery Service Center, Denton, TX
76208, (940) 891-8500.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
5 U.S.C. 301; 5 CFR 430.102; 5 U.S.C. 4302; 5 U.S.C. 7106(a); 6
U.S.C. 795; 29 U.S.C. 204(b); Executive Order No. 13571; FEMA Directive
3100.1; FEMA Directive 3700.1; and FEMA Directive 3700.2.
PURPOSE OF THE SYSTEM:
The purpose of this system is to collect, maintain, use, and
retrieve performance records of the FEMA employees and contractors who
interact with applicants of the Agency's individual assistance and
public assistance programs for internal employee and contractor
performance evaluations, training, and quality assurance purposes to
improve FEMA's customer service to and satisfaction of those
individuals applying for FEMA's individual and public assistance
programs.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
This system collects information from FEMA employees and
contractors who are making or receiving telephone calls to or from
disaster assistance applicants; FEMA employees and contractors engaged
in the case review of disaster assistance applications not related to a
telephone call to or from a disaster assistance applicant; and FEMA
employees and contractors performing customer service satisfaction
assessments involving applicants of FEMA individual assistance or
public assistance programs. Voice recordings or screenshots may be
captured during provision of customer service for training and feedback
purposes. These captures may contain disaster survivor information as
listed below under ``Categories of Record in the System.''
CATEGORIES OF RECORDS IN THE SYSTEM:
Voice recordings of telephone calls between FEMA employees
and contractors and applicants for FEMA's individual assistance and
public assistance programs. Telephone calls may include a third-party
vendor that is providing language translation services on behalf of
FEMA;
A ``quality result'' generated in C3MP for each call or
case processing activity that is evaluated by a FEMA supervisor or
quality control specialist assessing the level of customer service
provided by the FEMA employee/contractor to the FEMA individual
assistance or public assistance applicant;
System-generated Contact ID;
Name of FEMA employee who conducted the assessment;
Identification number of FEMA employee who conducted the
assessment;
FEMA employee/contractor name; and
FEMA employee/contractor user identification number.
Tracking of FEMA employee/contractor activity related to call
recordings, case review processing not related to a phone call, and
customer satisfaction assessments may include the following individual
assistance applicant information:
Survey ID;
Applicant's name;
Applicant email address;
Home address;
Social Security number;
Applicant phone number(s);
Current mailing address; and
Personal financial information including applicant's bank
name, bank account information, insurance information, and individual
or household income.
Tracking of FEMA employee/contractor activity related to call
recordings for customer satisfaction assessments may include the
following public assistance applicant information:
Survey ID;
Applicant/Point of Contact name and title;
Applicant email address;
Organization Name;
Applicant's organization phone number(s); and
Organization's business and/or mailing address.
RECORD SOURCE CATEGORIES:
FEMA obtains records from FEMA employees and contractors who assist
disaster survivors in the disaster
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assistance application and casework process, FEMA employees, and
contractors initiating customer satisfaction assessments of FEMA
disaster assistance applicants, and from supervisors or quality control
specialists. This system of records contains personally identifiable
information (PII) of individual assistance applicants, which is part of
the DHS/FEMA-008 Disaster Recovery Assistance Files System of Records,
78 FR 25282 (April 30, 2013), as well as PII of public assistance
applicants, which is part of the DHS/FEMA-009 Hazard Mitigation
Disaster Public Assistance and Disaster Loan Programs System of
Records, 79 FR 16015 (March 24, 2014).
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
In addition to those disclosures generally permitted under 5 U.S.C.
552a(b) of the Privacy Act, all or a portion of the records or
information contained in this system may be disclosed outside DHS as a
routine use pursuant to 5 U.S.C. 552a(b)(3) as follows:
A. To the Department of Justice (DOJ), including Offices of the
U.S. Attorneys, or other federal agency conducting litigation or in
proceedings before any court, adjudicative, or administrative body,
when it is relevant or necessary to the litigation and one of the
following is a party to the litigation or has an interest in such
litigation:
1. DHS or any component thereof;
2. Any employee or former employee of DHS in his/her official
capacity;
3. Any employee or former employee of DHS in his/her individual
capacity when DOJ or DHS has agreed to represent the employee; or
4. The United States or any agency thereof.
B. To a congressional office from the record of an individual in
response to an inquiry from that congressional office made at the
request of the individual to whom the record pertains.
C. To the National Archives and Records Administration (NARA) or
General Services Administration pursuant to records management
inspections being conducted under the authority of 44 U.S.C. 2904 and
2906.
D. To an agency or organization for the purpose of performing audit
or oversight operations as authorized by law, but only such information
as is necessary and relevant to such audit or oversight function.
E. To appropriate agencies, entities, and persons when:
1. DHS determines that information from this system of records is
reasonably necessary and otherwise compatible with the purpose of
collection to assist another federal recipient agency or entity in (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; or
2. DHS suspects or has confirmed that there has been a breach of
this system of records; and (a) DHS has determined that as a result of
the suspected or confirmed breach, there is a risk of harm to
individuals, harm to DHS (including its information systems, programs,
and operations), the Federal Government, or national security; and (b)
the disclosure made to such agencies, entities, and persons is
reasonably necessary to assist in connection with DHS's efforts to
respond to the suspected or confirmed breach or to prevent, minimize,
or remedy such harm.
F. To contractors and their agents, grantees, experts, consultants,
and others performing or working on a contract, service, grant,
cooperative agreement, or other assignment for DHS, when necessary to
accomplish an agency function related to this system of records.
Individuals provided information under this routine use are subject to
the same Privacy Act requirements and limitations on disclosure as are
applicable to DHS officers and employees.
G. To an appropriate federal, state, tribal, local, international,
or foreign law enforcement agency or other appropriate authority
charged with investigating or prosecuting a violation or enforcing or
implementing a law, rule, regulation, or order, when a record, either
on its face or in conjunction with other information, indicates a
violation or potential violation of law, which includes criminal,
civil, or regulatory violations and such disclosure is proper and
consistent with the official duties of the person making the
disclosure.
H. To the news media and the public, with the approval of the Chief
Privacy Officer in consultation with counsel, when there exists a
legitimate public interest in the disclosure of the information, when
disclosure is necessary to preserve confidence in the integrity of DHS,
or when disclosure is necessary to demonstrate the accountability of
DHS's officers, employees, or individuals covered by the system, except
to the extent the Chief Privacy Officer determines that release of the
specific information in the context of a particular case would
constitute a clearly unwarranted invasion of personal privacy.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
DHS/FEMA stores records in this system electronically or on paper
in secure facilities in a locked drawer behind a locked door. The
records may be stored on magnetic disc, tape, and digital media.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Records may be retrieved by the FEMA employee and/or contractor's
name and user identification number, or system-generated Contact ID
number. This system does not retrieve information by individual or
public assistance applicant information.
POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
The retention period for information maintained in C3MP depends on
the use of the data. Records within C3MP that are used in an evaluation
of a FEMA employee or contractor are retained for six years, pursuant
to FEMA Records Schedule, Series 15-1 ``National Processing Service
Centers Evaluated Call Recordings,'' NARA Authority N1-311-08-1.
Records that are not used in an evaluation of a FEMA employee or
contractor are purged from the secured servers within 45 days, per FEMA
Records Schedule, Series 15-2 ``National Processing Service Centers
Unevaluated Call Recordings,'' also under NARA Authority N1-311-08-1.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
DHS/FEMA safeguards records in this system according to applicable
rules and policies, including all applicable DHS automated systems
security and access policies. FEMA has imposed strict controls to
minimize the risk of compromising the information that is being stored.
Access to the computer system containing the records in this system is
limited to those individuals who have a need to know the information
for the performance of their official duties and who have appropriate
clearances or permissions.
RECORDS ACCESS PROCEDURES:
Individuals seeking access to and notification of any record
contained in this system of records, or seeking to contest its content,
may submit a request in writing to the Chief Privacy Officer and
Headquarters or FEMA Freedom of Information Act (FOIA) Officer, whose
contact information can be found at https://www.dhs.gov/foia
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under ``Contacts Information.'' If an individual believes more than one
component maintains Privacy Act records concerning him or her, the
individual may submit the request to the Chief Privacy Officer and
Chief Freedom of Information Act Officer, Department of Homeland
Security, Washington, DC 20528-0655. Even if neither the Privacy Act
nor the Judicial Redress Act provide a right of access, certain records
about you may be available under the Freedom of Information Act.
When seeking records about yourself from this system of records or
any other Departmental system of records, your request must conform to
the Privacy Act regulations set forth in 6 CFR part 5. You must first
verify your identity, meaning that you must provide your full name,
current address, and date and place of birth. You must sign your
request, and your signature must either be notarized or submitted under
28 U.S.C. 1746, a law that permits statements to be made under penalty
of perjury as a substitute for notarization. While no specific form is
required, you may obtain forms for this purpose from the Chief Privacy
Officer and Chief Freedom of Information Act Officer, https://www.dhs.gov/foia or 1-866-431-0486. In addition, you should:
Explain why you believe the Department would have
information on you;
Identify which component(s) of the Department you believe
may have the information about you;
Specify when you believe the records would have been
created; and
Provide any other information that will help the FOIA
staff determine which DHS component agency may have responsive records;
If your request is seeking records pertaining to another living
individual, you must include a statement from that individual
certifying his/her agreement for you to access his/her records.
Without the above information, the component(s) may not be able to
conduct an effective search, and your request may be denied due to lack
of specificity or lack of compliance with applicable regulations.
CONTESTING RECORD PROCEDURES:
For records covered by the Privacy Act or covered JRA records, see
``Record Access Procedures'' above. For records not covered by the
Privacy act or JRA covered records an applicant may call and connect
directly with a live Human Services Specialist (HSS) to update the
applicant's information.
NOTIFICATION PROCEDURES:
See ``Record Access Procedures.''
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
79 FR 35366; 76 FR 8758.
Dated: July 10, 2017.
Jonathan R. Cantor,
Acting Chief Privacy Officer, Department of Homeland Security.
[FR Doc. 2017-14839 Filed 7-13-17; 8:45 am]
BILLING CODE 9110-17-P