Privacy Act of 1974; System of Records, 28774-28777 [2024-08376]
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28774
Federal Register / Vol. 89, No. 77 / Friday, April 19, 2024 / Notices
The DAC meeting will be
held remotely, with video and audio
coverage at: www.fcc.gov/live.
FOR FURTHER INFORMATION CONTACT:
Joshua Mendelsohn, Designated Federal
Officer, Federal Communications
Commission, (202) 559–7304, or email:
dac@fcc.gov.
SUPPLEMENTARY INFORMATION: This
meeting is open to members of the
general public. The meeting will be
webcast with sign language interpreters
and open captioning at: www.fcc.gov/
live. In addition, a reserved amount of
time will be available on the agenda for
comments and inquiries from the
public. Members of the public may
comment or ask questions of presenters
via livequestions@fcc.gov.
Requests for other reasonable
accommodations or for materials in
accessible formats for people with
disabilities should be submitted via
email to: fcc504@fcc.gov or by calling
the Consumer and Governmental Affairs
Bureau at (202) 418–0530. Such requests
should include a detailed description of
the accommodation needed and a way
for the FCC to contact the requester if
more information is needed to fill the
request. Requests should be made as
early as possible; last minute requests
will be accepted but may not be possible
to accommodate.
Proposed Agenda: At this meeting,
the DAC is expected to (1) hold a
facilitated conversation on the current
and emerging challenges and
opportunities in the area of digital
accessibility; (2) receive updates from
the working groups; and (3) address any
other topics relevant to the DAC’s work.
ADDRESSES:
Federal Communications Commission.
Suzanne Singleton,
Chief, Disability Rights Office, Consumer and
Governmental Affairs Bureau.
[FR Doc. 2024–08386 Filed 4–18–24; 8:45 am]
BILLING CODE 6712–01–P
FEDERAL COMMUNICATIONS
COMMISSION
[FR ID: 214886]
Privacy Act of 1974; System of
Records
Federal Communications
Commission.
ACTION: Notice of a modified system of
records.
lotter on DSK11XQN23PROD with NOTICES1
AGENCY:
The Federal Communications
Commission (FCC or Commission or
Agency) proposes to modify a system of
records, FCC/WCB–6, USAC Customer
Relationship Management (CRM),
subject to the Privacy Act of 1974, as
SUMMARY:
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amended. This action is necessary to
meet the requirements of the Privacy
Act to publish in the Federal Register
notice of the existence and character of
records maintained by the Agency. The
Universal Service Administrative
Company (USAC), under the direction
of the Commission and, by delegation,
of the Commission’s Wireline
Competition Bureau (WCB), administers
the Universal Service Fund (USF)
programs and certain programs funded
by Congressional appropriations
(appropriated programs). This system of
records contains information about
individuals who are customers,
participants, and stakeholders of the
programs who submit complaints and
requests for assistance to USAC to
address issues with their program
participation.
DATES: Written comments are due on or
before May 20, 2024. This action will
become effective on April 19, 2024,
except for any new or significantly
modified routine uses, which will
become effective May 20, 2024.
ADDRESSES: Universal Service
Administrative Company (USAC), 700
12th Street NW, Suite 900, Washington,
DC 20005. Send comments to Brendan
McTaggart, Federal Communications
Commission (FCC), 45 L Street NE,
Washington, DC 20554, or to privacy@
fcc.gov.
FOR FURTHER INFORMATION CONTACT:
Brendan McTaggart, (202) 418–1738, or
privacy@fcc.gov.
SUPPLEMENTARY INFORMATION: This
notice serves to update and modify
FCC/WCB–6, USAC Customer
Relationship Management (CRM),
system of records as a result of
necessary changes and updates. The
substantive changes and modifications
to the previously published version of
the FCC/WCB–6 system of records
include:
1. Updating the Categories of Records
to include USAC-assigned identifying
numbers, such as ‘‘Application ID,’’
‘‘Eligibility Check ID,’’ or ‘‘eligibility
ID’’ numbers;
2. Updating the Authority for
Maintenance of the System and
Categories of Records sections to
accommodate FCC implementation of
the Safe Connections Act, which, among
other things, designates the Lifeline
program to provide emergency
communications support to survivors of
domestic violence;
3. Adding a new routine use (1)
Customer Relations to permit disclosure
of records to individuals to whom those
records pertain;
4. Updating and/or revising language
in the following routine uses (listed by
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the routine use number provided in this
notice): (9) Law Enforcement and
Investigation; and (15) Non-Federal
Personnel (formerly named ‘‘Contract
Services, Grants, or Cooperative
Agreements’’).
The system of records is also revised
for clarity and updated to reflect various
administrative changes.
SYSTEM NAME AND NUMBER:
FCC/WCB–6, USAC Customer
Relationship Management.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Universal Service Administrative
Company (USAC), 700 12th Street NW,
Suite 900, Washington, DC 20005; and
Wireline Competition Bureau (WCB),
Federal Communications Commission
(FCC), 45 L Street NE, Washington, DC
20554.
SYSTEM MANAGER(S):
Address inquiries to USAC, 700 12th
Street NW, Suite 900, Washington, DC
20005; or WCB, FCC, 45 L Street NE,
Washington, DC 20554.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
47 U.S.C. 151–154, 201–205, 214, 403;
47 CFR part 54, subpart H; Safe
Connections Act of 2022, Public Law
117–223, 116 Stat. 2280.
PURPOSE(S) OF THE SYSTEM:
USAC administers the programs of the
USF (including the Lifeline, High Cost,
Rural Health Care, and E-Rate programs)
and certain appropriated programs
including the Affordable Connectivity
Program (ACP), Emergency Connectivity
Fund Program (ECF), and the COVID–19
Telehealth Program on behalf of the
FCC, as set forth in 47 CFR part 54,
under the direction of the Commission
and, by delegation, of WCB. Under the
Memorandum of Understanding
Between the FCC and USAC (Dec. 19,
2018), as amended (Nov. 22, 2021) and
extended (Dec. 19, 2023) (FCC/USAC
MOU),1 USAC is responsible for the
effective administration of the programs,
including responding to inquiries from
program participants and providing
timely and relevant data and analysis to
inform the Commission in its policy
making and oversight of the USF and
appropriated programs. The USAC CRM
handles and processes inquiries from
individuals, groups, and other entities,
for all of the programs administered by
USAC. The system allows USAC
customer service representatives to
access prior related inquiries in order to
provide excellent customer service. It
includes a portal to allow customers to
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easily interact with USAC through one
channel of communication, maintaining
the ability to view case status, create
new cases, and review closed cases
within the same interface. This system
of records includes existing data from
the established USF and appropriated
programs administered by USAC. The
system can also accommodate data from
any future programs assigned by the
FCC to be administered by USAC. The
system allows USAC to retrieve records
based on an individual’s information
within the system. The CRM system will
be launched in phases on a program by
program basis. Phase I currently
includes High Cost, Rural Health Care,
and Finance (Contributions) customer
support. Phase II is anticipated to
incorporate Lifeline and the Affordable
Connectivity Program for customer
support. Phase III will commence the
consumer portal.
This system of records is maintained
to provide a unified tool to enable
USAC, on behalf of the FCC, to respond
to inquiries from consumers,
participants, and stakeholders in the
USF and appropriated programs; to
inform the FCC of concerns regarding
the USF and appropriated programs in
support of the agency’s policymaking
and enforcement endeavors or otherwise
to evaluate the efficiency and
administration of FCC programs and to
inform future FCC rulemaking activity;
to provide consumers with access to a
unified portal to view case status, create
new cases, and review closed cases; and
to provide USAC staff with access to
documents and otherwise improve staff
efficiency.
CATEGORIES OF INDIVIDUALS COVERED BY THE
SYSTEM:
The categories of individuals in this
system include, but are not limited to,
individuals who contact USAC with
inquiries concerning USF and
appropriated programs administered by
USAC on behalf of the FCC. These
individuals include, but are not limited
to, individuals and representatives of
individuals who participate in these
programs; individuals making inquiries
on behalf of program participants and
stakeholders; and employees of USAC,
USAC’s vendors, and the FCC.
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CATEGORIES OF RECORDS IN THE SYSTEM:
The categories of records in the
system collected by design include first
and last name, telephone number, email
address, and user ID numbers; service
representative names and ID numbers;
USAC-assigned identifying numbers,
such as Application ID, Eligibility
Check ID, or eligibility ID numbers; and
the name of the organization associated
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with the individual. Examples for
organization names include but are not
limited to carrier and school names.
Customers or customer representatives
may provide data elements that have not
been specifically requested, including
date of birth, home address, place of
birth, gender, work address, taxpayer ID
numbers, facsimile numbers, Social
Security numbers (SSNs), mother’s
maiden name, information contained in
birth, death, or marriage certificates,
financial account numbers, employment
status, employer identification numbers
(EINs), and a driver’s licenses or State
ID (or foreign country equivalent). This
system of records also includes existing
data from the established USF and
appropriated programs administered by
USAC.
RECORD SOURCE CATEGORIES:
Information systems for established
USF and appropriated programs
administered by USAC; participants in
USF and appropriated programs;
participating providers and their
registered enrollment representatives;
and USAC employees or contractors or
FCC employees or contractors.
ROUTINE USES OF RECORDS MAINTAINED IN THE
SYSTEM, INCLUDING CATEGORIES OF USERS AND
THE 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 to authorized entities, as is
determined to be relevant and
necessary, outside the FCC, as a routine
use pursuant to 5 U.S.C. 552a(b)(3) as
follows:
1. Customer Relations—To the
individual to whom a record pertains in
order to respond to inquiries about that
individual’s participation in USF and
appropriated programs or otherwise
assist that individual.
2. Program Management—To USAC
employees to conduct official duties
associated with the administration of
FCC programs or the management,
operation, and oversight of the CRM, as
directed by the Commission.
3. Third Party Contractors—To an
employee of a third-party contractor
engaged by USAC or a participating
provider, or to a subcontractor engaged
by a third-party contractor, engaged by
USAC, to, among other things, develop
the CRM, respond to inquiries
concerning USF and appropriated
programs, run call center and email
support operations, assist in dispute
resolution, and develop, test, and
operate the database system and
network.
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4. Service Providers—To service
providers, and their registered
representatives, only such information
that may be required to help resolve a
consumer complaint or dispute.
5. State, Tribal, or Local
Governmental Agencies and Other
Authorized Governmental Entities—To
State, Tribal, or local government
agencies and other authorized
governmental entities, including public
utility commissions, only such
information that may be required to
help resolve a consumer complaint or
dispute.
6. FCC Enforcement Actions—When a
record in this system involves an
informal complaint filed alleging a
violation of the Communications Act of
1934, as amended, or FCC regulations or
orders (FCC Rules and Regulations) by
an applicant, licensee, certified or
regulated entity, or an unlicensed
person or entity, the complaint may be
provided to the alleged violator for a
response. Where a complainant, in filing
his or her complaint, explicitly requests
confidentiality of his or her name from
public disclosure, the Commission will
endeavor to protect such information
from public disclosure. Complaints that
contain requests for confidentiality may
be dismissed if the Commission
determines that the request impedes the
Commission’s ability to investigate and/
or resolve the complaint.
7. Congressional Inquiries—To
provide information to a Congressional
office from the record of an individual
in response to an inquiry from that
Congressional office made at the written
request of that individual.
8. Government-Wide Program
Management and Oversight—To the
Department of Justice (DOJ) to obtain
that department’s advice regarding
disclosure obligations under the
Freedom of Information Act (FOIA); or
the Office of Management and Budget
(OMB) to obtain that office’s advice
regarding obligations under the Privacy
Act.
9. Law Enforcement and
Investigation—When the FCC
investigates any violation or potential
violation of a civil or criminal law,
regulation, policy, executed consent
decree, order, or any other type of
compulsory obligation and determines
that a record in this system, either alone
or in conjunction with other
information, indicates a violation or
potential violation of law, regulation,
policy, consent decree, order, or other
compulsory obligation, the FCC may
disclose pertinent information as it
deems necessary to the target of an
investigation, as well as with the
appropriate Federal (including the
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Internal Revenue Service to investigate
income eligibility verification), State,
local, Tribal, international, or
multinational agencies, or a component
of such an agency, responsible for
investigating, prosecuting, enforcing, or
implementing a statute, rule, regulation,
order, or other compulsory obligation.
10. Litigation—To disclose the
records to the Department of Justice
(DOJ) when: (a) the FCC or any
component thereof; (b) any employee of
the FCC in his or her official capacity;
(c) any employee of the FCC in his or
her individual capacity where the DOJ
or the FCC has agreed to represent the
employee; or (d) the United States
Government is a party to litigation or
has an interest in such litigation, and by
careful review, the FCC determines that
the records are both relevant and
necessary to the litigation, and the use
of such records by the Department of
Justice is for a purpose that is
compatible with the purpose for which
the FCC collected the records.
11. Adjudication—To disclose the
records in a proceeding before a court or
adjudicative body, when: (a) the FCC or
any component thereof; or (b) any
employee of the FCC in his or her
official capacity; or (c) any employee of
the FCC in his or her individual
capacity; or (d) the United States
Government, is a party to litigation or
has an interest in such litigation, and by
careful review, the FCC determines that
the records are both relevant and
necessary to the litigation, and that the
use of such records is for a purpose that
is compatible with the purpose for
which the agency collected the records.
12. Breach Notification—To
appropriate agencies, entities (including
USAC), and persons when: (a) the
Commission suspects or has confirmed
that there has been a breach of the
system of records; (b) the Commission
has determined that as a result of the
suspected or confirmed compromise
there is a risk of harm to individuals,
the Commission (including its
information systems, programs, and
operations), the Federal Government, or
national security; and (c) the disclosure
made to such agencies, entities, and
persons is reasonably necessary to assist
in connection with the Commission’s
efforts to respond to the suspected or
confirmed breach or to prevent,
minimize, or remedy such harm.
13. Assistance to Federal Agencies
and Entities Related to Breaches—To
another Federal agency or entity, when
the Commission determines that
information from this system is
reasonably necessary to assist the
recipient agency or entity in: (a)
responding to a suspected or confirmed
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breach or (b) preventing, minimizing, or
remedying the risk of harm to
individuals, the recipient agency or
entity (including its information
systems, program, and operations), the
Federal Government, or national
security, resulting from a suspected or
confirmed breach.
14. Prevention of Fraud, Waste, and
Abuse Disclosure—To Federal agencies,
or to an instrumentality of any
governmental jurisdiction within or
under the control of the United States
(including any State, Tribal, or local
governmental agency), and their
employees and agents (including
contractors, their agents or employees;
employees or contractors of the agents
or designated agents); or contractors,
their employees or agents with whom
the FCC or USAC has a contract, service
agreement, cooperative agreement, or
computer matching agreement for the
purpose of: (1) detection, prevention,
and recovery of improper payments; (2)
detection and prevention of fraud,
waste, and abuse in Federal programs
administered by a Federal agency or
non-Federal entity; (3) detection of
fraud, waste, and abuse by individuals
in their operations and programs, but
only to the extent that the information
shared is necessary and relevant to
verify pre-award and prepayment
requirements prior to the release of
Federal funds, prevent and recover
improper payments for services
rendered under programs of the FCC or
of those Federal agencies and nonFederal entities to which the FCC or
USAC provides information under this
routine use.
15. Non-Federal Personnel—To
disclose information to non-Federal
personnel, including FCC or USAC
contractors, other vendors (e.g., identity
verification services), grantees, or
volunteers who have been engaged to
assist the FCC or USAC in the
performance of a contract service, grant,
cooperative agreement, or other activity
related to this system of records that has
not been otherwise identified in this
Notice and who need to have access to
the records in order to perform their
activity.
POLICIES AND PRACTICES FOR STORAGE OF
RECORDS:
The information pertaining to the
CRM includes electronic records, files,
data, records, and may include audio
recordings of calls. Records are
maintained in secure, limited access
areas. Physical entry by unauthorized
persons is restricted through use of
locks, passwords, and other security
measures. Both USAC and its
contractors will jointly manage the
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electronic data housed at USAC and
contractors will have access to the data
at their locations.
POLICIES AND PRACTICES FOR RETRIEVAL OF
RECORDS:
Information in the CRM system of
records may be retrieved by various
identifiers, including, but not limited to
the individual’s name, or identification
number. USAC employees and
contractors information can also be
retrieved through identifiers including
first or last name, title, email address,
and username.
POLICIES AND PRACTICES FOR RETENTION AND
DISPOSAL OF RECORDS:
Data from USF programs contained in
the CRM system are maintained and
disposed of in accordance with the
National Archives and Records
Administration (NARA) Records
Schedule DAA–0173–2017–0001. ACP
records are maintained and disposed of
in accordance with NARA Records
Schedule DAA–0173–2021–0022,
Emergency Broadband Benefit Program
(EBB Program)/Affordable Connectivity
Program (ACP). Records related to the
Connected Care Pilot Program/COVID–
19 Telehealth Program are maintained
and disposed of in accordance with
NARA Records Schedule DAA–0173–
2020–0006.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL
SAFEGUARDS:
The electronic records, data, and files
are maintained in the FCC and the
USAC computer network databases,
which are protected by the FCC’s and
USAC’s privacy safeguards, a
comprehensive and dynamic set of IT
safety and security protocols and
features that are designed to meet all
Federal IT privacy standards, including
those required by OMB, the National
Institute of Standard and Technology
(NIST) and the Federal Information
Security Modernization Act of 2014
(FISMA). In addition, access to the
electronic files is restricted to
authorized USAC and contractors’
supervisors and staff, to the FCC’s
supervisors and staff in WCB, and to the
IT contractors who maintain these
computer databases. Other FCC
employees and contractors may be
granted access only on a ‘‘need-toknow’’ basis. In addition, data in
USAC’s network servers which are
accessible by USAC’s contractors will be
routinely backed-up. The servers will be
stored in secured environments to
protect the data.
The paper documents and files are
maintained in file cabinets in USAC and
the contractors’ office suites. The file
cabinets are locked when not in use and
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at the end of the business day. Access
to these files is restricted to authorized
USAC and its contractors’ staffs.
RECORD ACCESS PROCEDURES:
Individuals wishing to request access
to and/or amendment of records about
themselves should follow the
Notification Procedures below.
CONTESTING RECORD PROCEDURES:
Individuals wishing to request an
amendment of records about themselves
should follow the Notification
Procedures below.
NOTIFICATION PROCEDURES:
Individuals wishing to determine
whether this system of records contains
information about themselves may do so
by writing Federal Communications
Commission (FCC), 45 L Street NE,
Washington, DC 20554, or to privacy@
fcc.gov. Individuals requesting access
must also comply with the FCC’s
Privacy Act regulations regarding
verification of identity to gain access to
the records (47 CFR part 0, subpart E).
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
88 FR 19138 (March 30, 2023) and 88
FR 23672 (April 18, 2023) (correction).
Federal Communications Commission.
Marlene Dortch,
Secretary.
[FR Doc. 2024–08376 Filed 4–18–24; 8:45 am]
BILLING CODE 6712–01–P
FEDERAL COMMUNICATIONS
COMMISSION
[FR ID: 214884]
Privacy Act of 1974; System of
Records
Federal Communications
Commission.
ACTION: Notice of a modified system of
records.
AGENCY:
The Federal Communications
Commission (FCC or Commission or
Agency) is modifying an existing system
of records, FCC/WCB–1, Lifeline
Program, subject to the Privacy Act of
1974, as amended. This action is
necessary to meet the requirements of
the Privacy Act to publish in the
Federal Register notice of the existence
and character of records maintained by
the agency. The Lifeline Program (or
‘‘Lifeline’’) provides discounts for one
Lifeline Program voice service per
household and/or broadband internet
access service (BIAS) to qualifying low-
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SUMMARY:
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income individuals. Individuals may
qualify for Lifeline through proof of
income or participation in another
qualifying program. Since the enactment
of the Telecommunications Act of 1996
(1996 Act), the Lifeline Program has
been administered by the Universal
Service Administrative Company
(USAC) under the direction of the
Commission and, by delegation, of the
Commission’s Wireline Competition
Bureau (WCB). This system of records
contains information about individuals
who have started an application online
or applied to participate in the Lifeline
Program, respondents to consumer
surveys related to the Lifeline program,
and enrollment representatives. The
modifications described in this notice
will allow USAC to maintain and
administer this system in a manner that
promotes efficiency and minimizes
waste, fraud, and abuse.
DATES: This modified system of records
will become effective on April 19, 2024.
Written comments on the routine uses
are due by May 20, 2024. The routine
uses in this action will become effective
on May 20, 2024 unless comments are
received that require a contrary
determination.
ADDRESSES: Send comments to Brendan
McTaggart, Federal Communications
Commission (FCC), 45 L Street NE,
Washington, DC 20554, or to privacy@
fcc.gov.
FOR FURTHER INFORMATION CONTACT:
Brendan McTaggart, (202) 418–1738, or
privacy@fcc.gov.
SUPPLEMENTARY INFORMATION: This
notice modifies FCC/WCB–1, Lifeline
Program system of records as a result of
necessary changes and updates. The
substantive changes and modifications
to the previously published version of
the FCC/WCB–1 system of records
include:
1. Updating the Authority for
Maintenance of the System, Purposes of
the System, Categories of Individuals,
and Categories of Records sections to
accommodate FCC implementation of
the Safe Connections Act (SCA), that,
among other things, designates the
Lifeline program to provide emergency
communications support to survivors,
as that term is defined in the SCA and
FCC regulations or orders;
2. Updating the Categories of Records
to include identifying numbers assigned
by USAC to applicants and or
subscribers, such as ‘‘Application ID,’’
‘‘Eligibility Check ID,’’ or ‘‘eligibility
ID’’ numbers;
3. Adding one new routine use (listed
by the routine use number provided in
this notice): (2) Application,
Enrollment, and Recertification;
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4. Updating and/or revising language
in the following routine uses (listed by
the routine use number provided in this
notice): (14) Law Enforcement and
Investigation; (15) Litigation and (16)
Adjudication (formerly a single routine
use); and (21) Non-Federal Personnel
(formerly named ‘‘Contract Services,
Grants, or Cooperative Agreements’’).
The system of records is also revised
for clarity and updated to reflect various
administrative changes related to the
system managers and system addresses;
policies and practices for storage,
retrieval, and retention of the
information; administrative, technical,
and physical safeguards; and updated
notification, records access, and
contesting records procedures.
SYSTEM NAME AND NUMBER:
FCC/WCB–1, Lifeline Program.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Universal Service Administrative
Company (USAC), 700 12th Street NW,
Suite 900, Washington, DC 20005; and
Wireline Competition Bureau (WCB),
Federal Communications Commission
(FCC), 45 L Street NE, Washington, DC
20554.
SYSTEM MANAGER(S):
USAC administers the Lifeline
Program for the FCC. Address inquiries
to the Universal Service Administrative
Company (USAC), 700 12th Street NW,
Suite 900, Washington, DC 20005; or
Wireline Competition Bureau (WCB), 45
L Street NE, Washington, DC 20554.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
47 U.S.C. 151–154, 201–205, 214, 254,
403; 47 CFR 54.400–54.424; Safe
Connections Act of 2022, Public Law
117–223, 116 Stat. 2280.
PURPOSE(S) OF THE SYSTEM:
The Lifeline Program provides
discounts for one Lifeline voice service
and/or BIAS per household, and the
initial connection charge in certain
Tribal areas to support such service, to
qualifying low-income individuals,
including survivors eligible to receive
emergency communications support.
Individuals may qualify for Lifeline
through proof of income, proof of
participation in another qualifying
program, or proof of the need for
emergency communications support for
survivors, including documentation of
financial hardship as defined in FCC
regulations and orders. The Lifeline
Program system of records is maintained
to determine whether the applicant
meets the eligibility requirements for
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Agencies
[Federal Register Volume 89, Number 77 (Friday, April 19, 2024)]
[Notices]
[Pages 28774-28777]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-08376]
-----------------------------------------------------------------------
FEDERAL COMMUNICATIONS COMMISSION
[FR ID: 214886]
Privacy Act of 1974; System of Records
AGENCY: Federal Communications Commission.
ACTION: Notice of a modified system of records.
-----------------------------------------------------------------------
SUMMARY: The Federal Communications Commission (FCC or Commission or
Agency) proposes to modify a system of records, FCC/WCB-6, USAC
Customer Relationship Management (CRM), subject to the Privacy Act of
1974, as amended. This action is necessary to meet the requirements of
the Privacy Act to publish in the Federal Register notice of the
existence and character of records maintained by the Agency. The
Universal Service Administrative Company (USAC), under the direction of
the Commission and, by delegation, of the Commission's Wireline
Competition Bureau (WCB), administers the Universal Service Fund (USF)
programs and certain programs funded by Congressional appropriations
(appropriated programs). This system of records contains information
about individuals who are customers, participants, and stakeholders of
the programs who submit complaints and requests for assistance to USAC
to address issues with their program participation.
DATES: Written comments are due on or before May 20, 2024. This action
will become effective on April 19, 2024, except for any new or
significantly modified routine uses, which will become effective May
20, 2024.
ADDRESSES: Universal Service Administrative Company (USAC), 700 12th
Street NW, Suite 900, Washington, DC 20005. Send comments to Brendan
McTaggart, Federal Communications Commission (FCC), 45 L Street NE,
Washington, DC 20554, or to [email protected].
FOR FURTHER INFORMATION CONTACT: Brendan McTaggart, (202) 418-1738, or
[email protected].
SUPPLEMENTARY INFORMATION: This notice serves to update and modify FCC/
WCB-6, USAC Customer Relationship Management (CRM), system of records
as a result of necessary changes and updates. The substantive changes
and modifications to the previously published version of the FCC/WCB-6
system of records include:
1. Updating the Categories of Records to include USAC-assigned
identifying numbers, such as ``Application ID,'' ``Eligibility Check
ID,'' or ``eligibility ID'' numbers;
2. Updating the Authority for Maintenance of the System and
Categories of Records sections to accommodate FCC implementation of the
Safe Connections Act, which, among other things, designates the
Lifeline program to provide emergency communications support to
survivors of domestic violence;
3. Adding a new routine use (1) Customer Relations to permit
disclosure of records to individuals to whom those records pertain;
4. Updating and/or revising language in the following routine uses
(listed by the routine use number provided in this notice): (9) Law
Enforcement and Investigation; and (15) Non-Federal Personnel (formerly
named ``Contract Services, Grants, or Cooperative Agreements'').
The system of records is also revised for clarity and updated to
reflect various administrative changes.
SYSTEM NAME AND NUMBER:
FCC/WCB-6, USAC Customer Relationship Management.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Universal Service Administrative Company (USAC), 700 12th Street
NW, Suite 900, Washington, DC 20005; and Wireline Competition Bureau
(WCB), Federal Communications Commission (FCC), 45 L Street NE,
Washington, DC 20554.
SYSTEM MANAGER(S):
Address inquiries to USAC, 700 12th Street NW, Suite 900,
Washington, DC 20005; or WCB, FCC, 45 L Street NE, Washington, DC
20554.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
47 U.S.C. 151-154, 201-205, 214, 403; 47 CFR part 54, subpart H;
Safe Connections Act of 2022, Public Law 117-223, 116 Stat. 2280.
PURPOSE(S) OF THE SYSTEM:
USAC administers the programs of the USF (including the Lifeline,
High Cost, Rural Health Care, and E-Rate programs) and certain
appropriated programs including the Affordable Connectivity Program
(ACP), Emergency Connectivity Fund Program (ECF), and the COVID-19
Telehealth Program on behalf of the FCC, as set forth in 47 CFR part
54, under the direction of the Commission and, by delegation, of WCB.
Under the Memorandum of Understanding Between the FCC and USAC (Dec.
19, 2018), as amended (Nov. 22, 2021) and extended (Dec. 19, 2023)
(FCC/USAC MOU),1 USAC is responsible for the effective administration
of the programs, including responding to inquiries from program
participants and providing timely and relevant data and analysis to
inform the Commission in its policy making and oversight of the USF and
appropriated programs. The USAC CRM handles and processes inquiries
from individuals, groups, and other entities, for all of the programs
administered by USAC. The system allows USAC customer service
representatives to access prior related inquiries in order to provide
excellent customer service. It includes a portal to allow customers to
[[Page 28775]]
easily interact with USAC through one channel of communication,
maintaining the ability to view case status, create new cases, and
review closed cases within the same interface. This system of records
includes existing data from the established USF and appropriated
programs administered by USAC. The system can also accommodate data
from any future programs assigned by the FCC to be administered by
USAC. The system allows USAC to retrieve records based on an
individual's information within the system. The CRM system will be
launched in phases on a program by program basis. Phase I currently
includes High Cost, Rural Health Care, and Finance (Contributions)
customer support. Phase II is anticipated to incorporate Lifeline and
the Affordable Connectivity Program for customer support. Phase III
will commence the consumer portal.
This system of records is maintained to provide a unified tool to
enable USAC, on behalf of the FCC, to respond to inquiries from
consumers, participants, and stakeholders in the USF and appropriated
programs; to inform the FCC of concerns regarding the USF and
appropriated programs in support of the agency's policymaking and
enforcement endeavors or otherwise to evaluate the efficiency and
administration of FCC programs and to inform future FCC rulemaking
activity; to provide consumers with access to a unified portal to view
case status, create new cases, and review closed cases; and to provide
USAC staff with access to documents and otherwise improve staff
efficiency.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
The categories of individuals in this system include, but are not
limited to, individuals who contact USAC with inquiries concerning USF
and appropriated programs administered by USAC on behalf of the FCC.
These individuals include, but are not limited to, individuals and
representatives of individuals who participate in these programs;
individuals making inquiries on behalf of program participants and
stakeholders; and employees of USAC, USAC's vendors, and the FCC.
CATEGORIES OF RECORDS IN THE SYSTEM:
The categories of records in the system collected by design include
first and last name, telephone number, email address, and user ID
numbers; service representative names and ID numbers; USAC-assigned
identifying numbers, such as Application ID, Eligibility Check ID, or
eligibility ID numbers; and the name of the organization associated
with the individual. Examples for organization names include but are
not limited to carrier and school names. Customers or customer
representatives may provide data elements that have not been
specifically requested, including date of birth, home address, place of
birth, gender, work address, taxpayer ID numbers, facsimile numbers,
Social Security numbers (SSNs), mother's maiden name, information
contained in birth, death, or marriage certificates, financial account
numbers, employment status, employer identification numbers (EINs), and
a driver's licenses or State ID (or foreign country equivalent). This
system of records also includes existing data from the established USF
and appropriated programs administered by USAC.
RECORD SOURCE CATEGORIES:
Information systems for established USF and appropriated programs
administered by USAC; participants in USF and appropriated programs;
participating providers and their registered enrollment
representatives; and USAC employees or contractors or FCC employees or
contractors.
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND THE 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 to authorized
entities, as is determined to be relevant and necessary, outside the
FCC, as a routine use pursuant to 5 U.S.C. 552a(b)(3) as follows:
1. Customer Relations--To the individual to whom a record pertains
in order to respond to inquiries about that individual's participation
in USF and appropriated programs or otherwise assist that individual.
2. Program Management--To USAC employees to conduct official duties
associated with the administration of FCC programs or the management,
operation, and oversight of the CRM, as directed by the Commission.
3. Third Party Contractors--To an employee of a third-party
contractor engaged by USAC or a participating provider, or to a
subcontractor engaged by a third-party contractor, engaged by USAC, to,
among other things, develop the CRM, respond to inquiries concerning
USF and appropriated programs, run call center and email support
operations, assist in dispute resolution, and develop, test, and
operate the database system and network.
4. Service Providers--To service providers, and their registered
representatives, only such information that may be required to help
resolve a consumer complaint or dispute.
5. State, Tribal, or Local Governmental Agencies and Other
Authorized Governmental Entities--To State, Tribal, or local government
agencies and other authorized governmental entities, including public
utility commissions, only such information that may be required to help
resolve a consumer complaint or dispute.
6. FCC Enforcement Actions--When a record in this system involves
an informal complaint filed alleging a violation of the Communications
Act of 1934, as amended, or FCC regulations or orders (FCC Rules and
Regulations) by an applicant, licensee, certified or regulated entity,
or an unlicensed person or entity, the complaint may be provided to the
alleged violator for a response. Where a complainant, in filing his or
her complaint, explicitly requests confidentiality of his or her name
from public disclosure, the Commission will endeavor to protect such
information from public disclosure. Complaints that contain requests
for confidentiality may be dismissed if the Commission determines that
the request impedes the Commission's ability to investigate and/or
resolve the complaint.
7. Congressional Inquiries--To provide information to a
Congressional office from the record of an individual in response to an
inquiry from that Congressional office made at the written request of
that individual.
8. Government-Wide Program Management and Oversight--To the
Department of Justice (DOJ) to obtain that department's advice
regarding disclosure obligations under the Freedom of Information Act
(FOIA); or the Office of Management and Budget (OMB) to obtain that
office's advice regarding obligations under the Privacy Act.
9. Law Enforcement and Investigation--When the FCC investigates any
violation or potential violation of a civil or criminal law,
regulation, policy, executed consent decree, order, or any other type
of compulsory obligation and determines that a record in this system,
either alone or in conjunction with other information, indicates a
violation or potential violation of law, regulation, policy, consent
decree, order, or other compulsory obligation, the FCC may disclose
pertinent information as it deems necessary to the target of an
investigation, as well as with the appropriate Federal (including the
[[Page 28776]]
Internal Revenue Service to investigate income eligibility
verification), State, local, Tribal, international, or multinational
agencies, or a component of such an agency, responsible for
investigating, prosecuting, enforcing, or implementing a statute, rule,
regulation, order, or other compulsory obligation.
10. Litigation--To disclose the records to the Department of
Justice (DOJ) when: (a) the FCC or any component thereof; (b) any
employee of the FCC in his or her official capacity; (c) any employee
of the FCC in his or her individual capacity where the DOJ or the FCC
has agreed to represent the employee; or (d) the United States
Government is a party to litigation or has an interest in such
litigation, and by careful review, the FCC determines that the records
are both relevant and necessary to the litigation, and the use of such
records by the Department of Justice is for a purpose that is
compatible with the purpose for which the FCC collected the records.
11. Adjudication--To disclose the records in a proceeding before a
court or adjudicative body, when: (a) the FCC or any component thereof;
or (b) any employee of the FCC in his or her official capacity; or (c)
any employee of the FCC in his or her individual capacity; or (d) the
United States Government, is a party to litigation or has an interest
in such litigation, and by careful review, the FCC determines that the
records are both relevant and necessary to the litigation, and that the
use of such records is for a purpose that is compatible with the
purpose for which the agency collected the records.
12. Breach Notification--To appropriate agencies, entities
(including USAC), and persons when: (a) the Commission suspects or has
confirmed that there has been a breach of the system of records; (b)
the Commission has determined that as a result of the suspected or
confirmed compromise there is a risk of harm to individuals, the
Commission (including its information systems, programs, and
operations), the Federal Government, or national security; and (c) the
disclosure made to such agencies, entities, and persons is reasonably
necessary to assist in connection with the Commission's efforts to
respond to the suspected or confirmed breach or to prevent, minimize,
or remedy such harm.
13. Assistance to Federal Agencies and Entities Related to
Breaches--To another Federal agency or entity, when the Commission
determines that information from this system is reasonably necessary to
assist the recipient agency or entity in: (a) responding to a suspected
or confirmed breach or (b) preventing, minimizing, or remedying the
risk of harm to individuals, the recipient agency or entity (including
its information systems, program, and operations), the Federal
Government, or national security, resulting from a suspected or
confirmed breach.
14. Prevention of Fraud, Waste, and Abuse Disclosure--To Federal
agencies, or to an instrumentality of any governmental jurisdiction
within or under the control of the United States (including any State,
Tribal, or local governmental agency), and their employees and agents
(including contractors, their agents or employees; employees or
contractors of the agents or designated agents); or contractors, their
employees or agents with whom the FCC or USAC has a contract, service
agreement, cooperative agreement, or computer matching agreement for
the purpose of: (1) detection, prevention, and recovery of improper
payments; (2) detection and prevention of fraud, waste, and abuse in
Federal programs administered by a Federal agency or non-Federal
entity; (3) detection of fraud, waste, and abuse by individuals in
their operations and programs, but only to the extent that the
information shared is necessary and relevant to verify pre-award and
prepayment requirements prior to the release of Federal funds, prevent
and recover improper payments for services rendered under programs of
the FCC or of those Federal agencies and non-Federal entities to which
the FCC or USAC provides information under this routine use.
15. Non-Federal Personnel--To disclose information to non-Federal
personnel, including FCC or USAC contractors, other vendors (e.g.,
identity verification services), grantees, or volunteers who have been
engaged to assist the FCC or USAC in the performance of a contract
service, grant, cooperative agreement, or other activity related to
this system of records that has not been otherwise identified in this
Notice and who need to have access to the records in order to perform
their activity.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
The information pertaining to the CRM includes electronic records,
files, data, records, and may include audio recordings of calls.
Records are maintained in secure, limited access areas. Physical entry
by unauthorized persons is restricted through use of locks, passwords,
and other security measures. Both USAC and its contractors will jointly
manage the electronic data housed at USAC and contractors will have
access to the data at their locations.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Information in the CRM system of records may be retrieved by
various identifiers, including, but not limited to the individual's
name, or identification number. USAC employees and contractors
information can also be retrieved through identifiers including first
or last name, title, email address, and username.
POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
Data from USF programs contained in the CRM system are maintained
and disposed of in accordance with the National Archives and Records
Administration (NARA) Records Schedule DAA-0173-2017-0001. ACP records
are maintained and disposed of in accordance with NARA Records Schedule
DAA-0173-2021-0022, Emergency Broadband Benefit Program (EBB Program)/
Affordable Connectivity Program (ACP). Records related to the Connected
Care Pilot Program/COVID-19 Telehealth Program are maintained and
disposed of in accordance with NARA Records Schedule DAA-0173-2020-
0006.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
The electronic records, data, and files are maintained in the FCC
and the USAC computer network databases, which are protected by the
FCC's and USAC's privacy safeguards, a comprehensive and dynamic set of
IT safety and security protocols and features that are designed to meet
all Federal IT privacy standards, including those required by OMB, the
National Institute of Standard and Technology (NIST) and the Federal
Information Security Modernization Act of 2014 (FISMA). In addition,
access to the electronic files is restricted to authorized USAC and
contractors' supervisors and staff, to the FCC's supervisors and staff
in WCB, and to the IT contractors who maintain these computer
databases. Other FCC employees and contractors may be granted access
only on a ``need-to-know'' basis. In addition, data in USAC's network
servers which are accessible by USAC's contractors will be routinely
backed-up. The servers will be stored in secured environments to
protect the data.
The paper documents and files are maintained in file cabinets in
USAC and the contractors' office suites. The file cabinets are locked
when not in use and
[[Page 28777]]
at the end of the business day. Access to these files is restricted to
authorized USAC and its contractors' staffs.
RECORD ACCESS PROCEDURES:
Individuals wishing to request access to and/or amendment of
records about themselves should follow the Notification Procedures
below.
CONTESTING RECORD PROCEDURES:
Individuals wishing to request an amendment of records about
themselves should follow the Notification Procedures below.
NOTIFICATION PROCEDURES:
Individuals wishing to determine whether this system of records
contains information about themselves may do so by writing Federal
Communications Commission (FCC), 45 L Street NE, Washington, DC 20554,
or to [email protected]. Individuals requesting access must also comply
with the FCC's Privacy Act regulations regarding verification of
identity to gain access to the records (47 CFR part 0, subpart E).
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
88 FR 19138 (March 30, 2023) and 88 FR 23672 (April 18, 2023)
(correction).
Federal Communications Commission.
Marlene Dortch,
Secretary.
[FR Doc. 2024-08376 Filed 4-18-24; 8:45 am]
BILLING CODE 6712-01-P