1.  **[CHAPTER 14]{.underline}**

    **[TELECOMMUNICATONS MANAGEMENT]{.underline}**

    1.  **POLICY OBJECTIVES.**

        A.  Provide telecommunications support and equipment.

            Provide technical assistance relative to voice
            communications installations or changes as requested by
            Headquarters' Administrative Officers.

            Provide policies governing the management and control of
            telephone services.

        **FUNCTIONAL ORGANIZATIONS.**

        A.  **Headquarters.**

            1.  **Office of Administrative and Management Services
                (OAMS), Space Management Division (SMD).**

                a.  The Director, SMD, is responsible for developing
                    Departmental policy with respect to the management
                    of telecommunications programs; providing technical
                    assistance to HUD Field Offices; and conducting
                    Departmentwide operations relating to communications
                    management.

                    1.  **The Telecommunications Services Branch.**

                        a.  Oversees the telephone systems at
                            Headquarters and satellite offices within
                            the metropolitan Washington, DC area.

                            Surveys and develops specifications for
                            efficient telephone and communications
                            services.

                            Provide telecommunications equipment, i.e.,
                            facsimile, pagers, and special equipment and
                            services.

                            Maintains liaison with HUD Field Offices,
                            General Services Administration (GSA), other
                            Federal agencies, and private industry.

            **Field Offices.**

            1.  **Administrative Service Center (ASC), Administrative
                Resources Division (ARD).**

                a.  The ARD implements, administers, coordinates and
                    monitors telecommunications service requests, and
                    orders local telephone service.

        **REGULATORY AUTHORITIES.**

        A.  The Federal regulations and policies governing the
            management of telecommunications services are prescribed by
            the Office of Management and Budget (OMB), General Services
            Administration (GSA), General Accounting Office (GAO), and
            the National Telecommunications and Information
            Administration (NTIA). The basic laws and regulations are
            contained in 41 CFR 101-37.

        **PRIVACY ACT CONSIDERATIONS.** None.

        **CONTRACT REQUIREMENTS.**

        A.  Authorized personnel are responsible for administering
            telecommunications contracts.

        **RECORDS RETENTION/DISPOSITION REQUIREMENTS.**

        A.  See HUD Handbook 2225.06, Records Disposition Schedules,
            schedule and HUD Handbook 2228.02, General Records
            Schedules, Schedule 11.

        **KEY CROSS REFERENCES.** None.

        **ACRONYMS.**

        **ACD** - Automatic Call Distribution

        **ACRS** - Administrative Client Request/Response System

        **ASP** - Aggregated Switch Procurement

        **CDR** - Call Detail Report

        **CPE** - Customer Provided Equipment

        **DARs** - Designated Agency Representatives

        **DPA** - Delegated Procurement Authority

        **FIRMR** - Federal Information Resources Management Regulation

        **FTS** - Federal Telecommunications Services

        **GAO -** General Accounting Office

        **GSA** - General Services Administration

        **IT** - Information Technology

        **LTOP** - Lease to Ownership Plans

        **NTIA -** National Telecommunications and Information
        Administration

        **NCS** - National Communications System

        **OMB** - Office of Management and Budget

        **PBX** - Private Branch Exchange

        **POTS** - Purchase of Telephones and Services

        **SIBAC** - Simplified intergovernmental Billing and Accounting
        Code

        **TDD** - Telecommunications Devices for the Deaf

        **TIAS** - Telephone Inventory Accounting System

        **TTY** - Teletypewriter

        **WITS** - Washington Interagency Telecommunications System

        **FORMS REFERENCED AND/OR REQUIRED.**

        **HUD 200.19** - Record of Long Distance Commercial Calls.

        **HUD-26** - Custody Receipt for Government Property.

        **GSA Form 789** - Statement, Voucher and Schedule of
        Withdrawals and Credit.

        **Treasury Form**

        **TFS-7306** - Paid Billing Statement.

        **REPORTING REQUIREMENT SUMMARY.**

        A.  **Annually.**

            1.  Annually survey telephone lines.

                **[SECTION 1]{.underline}**

                **[DESCRIPTION]{.underline}**

        **GENERAL.**

        A.  This chapter provides instructions governing the management
            of HUD telephone equipment and services to meet the needs of
            offices at minimum cost to the Government. It also describes
            available services, provides general policy guidelines for
            their use, and explains standard HUD procedures for
            requesting telecommunications services. Use of these
            instructions is mandatory. Any exceptions must be approved
            by the Director, Office of Administrative and Management
            Services. Requests must be documented by a full statement of
            the special conditions determined to warrant the deviation.

        **MANAGEMENT AND CONTROL OF TELEPHONE SERVICES.**

        A.  The first step of an office management program should be to
            increase each employee\'s awareness of the need to reduce
            the rising cost of equipment and service. Economy,
            efficiency, and the ability of the telephone system to
            support the mission and goals of an office shall be the
            primary consideration in the selection of telephone
            equipment and facilities. At a minimum, the following shall
            be implemented to manage and control telephone services.

            1.  Establish a telephone awareness program. Office
                managers, telecommunications management specialists,
                employees, and contractors have the responsibility to
                maintain the lowest possible communications costs.
                Effective telephone awareness will re‑enforce HUD\'s
                efforts to keep telephone costs to a minimum.

                Telephones should be provided only for employees whose
                duties require them to place and receive official
                telephone calls.

                One instrument should be standard practice in an office
                occupied by only one employee.

                Telephones shall be deinstalled or inactivated promptly
                when a workstation is vacated.

                Courtesy or guest telephones (sofa phones) shall not be
                routinely installed in offices or reception areas.
                However, Office Directors and above may request a
                courtesy telephone due to the larger size offices used
                by these individuals. Otherwise, requests for such
                service must be accompanied with written justification.
                The justification must indicate why the installation of
                such service is essential for operational effectiveness
                of the office and must be signed by the office manager.

                Telecommunications facilities shall not be provided,
                using Government funds, to accommodate the use of
                employee‑owned equipment in offices without prior
                authorization.

                The number of telephone lines within an organizational
                unit should be determined only by the unit\'s normal
                functional needs and should be provided on the basis of
                actual requirements.

                The importance of the above responsibilities should be
                emphasized to users by means of an of an active
                telephone management program. The effectiveness of such
                a program rests primarily upon the efforts of the
                first‑line supervisors. However, the need for
                enforcement should be communicated effectively at all
                levels of supervision and management.

                **[SECTION 2]{.underline}**

                **[PURCHASE OF TELEPHONES AND SERVICES]{.underline}**

        **PURPOSE.** This section provides information and guidelines
        for the selection, purchase, and ordering of telephone equipment
        and services under the General Services Administration\'s (GSA)
        Purchase of Telephones and Services (POTS) contracts for most
        Field Offices; in Washington, D.C., the Washington Interagency
        Telecommunications System (WITS); and where an Aggregated Switch
        Procurement. (ASP) is in effect, the ASP contract will be
        governed.

        **SCOPE OF THE CONTRACTS.**

        A.  Currently, GSA contracts may serve as a vehicle for the
            purchase, installation, deinstallation, moves, changes,
            rearrangement, maintenance, and service of both
            contractor‑provided and Government‑owned telephone
            instruments, key and electronic systems, integrated
            voice/data terminals, telecommunications devices for the
            deaf (TDDs), cellular phones, digital Private Branch
            Exchange up to 500 lines, and miscellaneous telephone
            related equipment.

            1.  In addition to the purchase of new and used equipment,
                the GSA contracts can provide maintenance and services
                on most Government‑owned telephone equipment. Cable and
                wiring is available in various sizes and .types for
                purchase and installation. Cross‑connecting services are
                also available, and should be considered for use where
                existing wiring is available for reuse. These contracts
                cannot be used to service, maintain or repair equipment
                leased to the Government.

                Lease to Ownership Plans (LTOP\'s) are offered for
                acquisition of relatively expensive equipment such as a
                PBX. These LTOP\'s are installment purchase plans, and
                equipment ordered by this method must be capitalized as
                such for financial reporting purposes. Field Offices may
                purchase small PBX\'s at any time during the contract
                period. However, prior approval from HUD Headquarters
                and GSA must be obtained before purchase and must take
                place within 60 months after contract award to
                accommodate the 60 month LTOP period and preclude the
                Government from exceeding its 10 year contract period.

                The use of these contracts does not supersede an
                office\'s responsibility to submit a request to GSA for
                Delegated Procurement Authority (DPA) to procure PBX\'s
                and other major telecommunications changes identified in
                the Federal Information Resources Management Regulation
                (FIRMR).

        **MANDATORY AND NON-MANDATORY USE OF POTS CONTRACTS.**

        A.  Current POTS contracts will remain mandatory until a new
            POTS contract is awarded, at which time the POTS contracts
            will become optional for use by the field offices.

            Use of the POTS contractors is optional for all Government
            Agency locations not served by GSA consolidated systems.
            Offices considering procurement or maintenance of telephone
            equipment at these locations should consider the POTS
            contracts as an alternative.

        **POTS ADMINISTRATIVE SURCHARGE.**

        A.  GSA will recover its costs to administer the POTS contracts
            by a surcharge on the use of these contracts. GSA will also
            assess all POTS users a surcharge and drop the
            administrative cost of this program from the GSA
            consolidated local service program Common Distributable
            Charge. Offices will be advised by GSA regional bulletins of
            the amount and method of payment for the charges.

            1.  **Billing procedures for the surcharge.** POTS users
                will be billed through the Simplified Intergovernmental
                Billing and Accounting Code (SIBAC) or receipt of a
                Statement, Voucher and Schedule of Withdrawals and
                Credits, GSA Form-789. SIBAC billing customers will
                receive a Paid Billing Statement for SIBAC transactions,
                Treasury Form TFS-7306, along with any backup
                documentation for verification. Simultaneously, the
                Office of Chief Financial Officer will transmit to the
                appropriate United States Treasury account orders to
                transfer funds from the agency account into the GSA
                Information Resources Management Services, Information
                Technology (IT) Fund. Non-SIBAC POTS users will receive
                a GSA Form-789, with backup documentation for payment.
                Field Offices should verify the bills and remit payment
                to GSA.

                In dealing directly with the POTS contractors or other
                procurement source vendors, offices will be responsible
                for ensuring that it complies with the provision of the
                \"Prompt Payment Act.\" Simply stated, the Prompt
                Payment Act was passed by Congress to ensure the prompt
                payment of invoices rendered to the Federal Government.
                Under the Prompt Payment Act, Federal agencies are
                required to remit payment within 30 days following
                receipt of an acceptable invoice. If offices are
                unfamiliar with the provisions of the Prompt Payment
                Act, it is recommended that they contact the Office of
                Procurement and Contracts or a Field Contracting
                Officer.

        **EXCEPTIONS FROM THE POTS CONTRACTS.**

        A.  The Aggregate Switch Procurement (ASP) contract, currently
            in place in Vermont, New Hampshire, Massachusetts,
            Connecticut, Maine, and Rhode Island, provides for equipment
            (including CPE) and services at these locations. A separate
            POTS contract is not currently planned for these States.

            The Washington Interagency Telecommunications System (WITS)
            contract has replaced the POTS contract for the procurement
            of customer premise equipment and related service in the
            Washington DC area.

            Mandatory consolidated POTS contract users may request the
            GSA Regional Telecommunications Offices to exempt them from
            the mandatory use of POTS only if they have: (1) A special
            equipment or service need not available from the
            contractor; (2) a short term requirement that is more
            economically served by lease; or any other bona-fide reasons
            which are approved by HUD Headquarters and GSA Regional
            Telecommunications Office.

        **ORDERING AND FUNDING OF TELEPHONE SERVICE.**

        A.  GSA manages consolidated switching systems which provide
            long distance Federal Telecommunications System 2001
            (FTS2001) service and local commercial service for the
            Department. Local service is provided by the local telephone
            company and not the contractors. All services related to
            assigning dial tone, telephone numbers, and optional
            features are ordered through GSA, via the Washington
            Interagency Telecommunications System.

            1.  HUD Headquarters and Field Offices shall issue an annual
                purchase order directly to the appropriate GSA
                contractor for the purchase of equipment, services, and
                maintenance. Subsequently, purchase and work order
                requests shall be submitted directly to the appropriate
                contractor as the need arises.

                Offices using the GSA contracts have the primary
                responsibility for the administration of any orders
                placed. This includes placing orders directly with the
                contractor, inspecting, accepting or rejecting the
                service performed, and terminating orders for default
                when warranted. Any default actions must be coordinated
                with the appropriate GSA contracting officer.

                All Field Office telephone purchases, installations,
                moves, or changes shall be paid for by the appropriate
                Field Office. Funds for projected moves should be
                requested in the annual Field budget submission.

                Telephone services and facilities for Headquarters
                outstationed personnel in Field Offices shall be funded
                by the Field Offices.

        **TELEPHONE STATION EQUIPMENT.**

        A.  Telephone station equipment is a major element of
            telecommunications system costs and the most visible aspect
            of communications. Telephone station equipment requirements
            shall be determined through a detailed analysis of the
            function and operations of the applicable office. The
            primary considerations in the selection of telephone
            equipment and facilities shall be based on cost,
            performances, system features, and the ability of the
            telephone system to support the mission and goals of the
            organization.

        **SPECIAL EQUIPMENT AND SERVICES.**

        A.  Auxiliary telecommunications equipment, services, and system
            features, including but not limited to facsimile equipment,
            conference phones, telephone headsets, telecommunications
            devices for the deaf (TDD/TTY), courtesy phones or sofa
            phones, automatic call distribution (ACD) equipment, pagers,
            and automated attendants, are considered special needs.
            Therefore, the requesting office must submit a request with
            a detailed justification subject to review and approval of
            the Director of the Office of Administrative and Management
            Services or a designee; and in the Field by the Directors,
            Administrative Resources Division or a designee.
            Justification for the use of these devices should be based
            solely on need (as opposed to title or position) as related
            to the organizational goals, mission, and operational needs.
            Whenever any special type of installation is planned,
            management should review the request and approve only needed
            equipment, services, and system features.

            1.  **Facsimile Equipment.** Facsimile equipment may be
                requested when it is determined that the volume of
                facsimile messages is such that it is not feasible to
                use existing facsimile equipment within the organization
                or when existing facsimile equipment is not within close
                proximity.

                **Conference Phones.** Use of conference phones is
                limited to large conference rooms where there is a
                documented and recurring need for group participation in
                conversation. Requests for conference phone
                installations must be accompanied by written
                justification by an appropriate program director and
                include estimates of usage.

                **Telephone Headsets.** Telephone headsets may be
                requested under the following criteria.

                a.  For use by help desk personnel or data input
                    operators where it is necessary to conduct a
                    telephone conversation while accessing computer data
                    related to the telephone conversation.

                    For use by disabled employees who have a requested a
                    headset as a reasonable accommodation.

                    For use by sign language interpreters whose duties
                    require them to use the telephone while signing to a
                    hearing impaired employee.

                **TTY Equipment for the Deaf.**

                a.  **For Deaf Employees.** TTY equipment shall be
                    provided to all hearing impaired employees who
                    request it as a reasonable accommodation. If
                    requested, the TTY equipment shall have a dedicated
                    telephone line and shall have the capability of
                    accepting printed messages in the event the hearing
                    impaired employee is not available to receive the
                    call. Also, the equipment shall include a lamp which
                    will flash to alert the deaf employee that a call is
                    being received.

                    **For Office Coverage.** Headquarters and all HUD
                    Field Offices shall have an advertised means by
                    which a deaf person can access the Department via
                    TTY. This can be accomplished by having a TTY
                    machine at each HUD location or by advertising the
                    TTY number for the Federal Information Relay
                    Service, i.e., 1-800-877-TDDY (1-800-877-8339).

                    Where TTY equipment is installed in a public access
                    area such as a reception area or building entrance,
                    the standard logo specified by GSA indicating the
                    presence of TTY or TTY‑related equipment shall be
                    displayed.

                    **NOTE:** There are instances where hearing impaired
                    personnel who use a hearing aid may require an
                    amplified telephone handset for use on their
                    telephone instrument. Also, for visually impaired
                    employees, whose duties require them to answer calls
                    on multi-line telephones, tone, voice, or tactile
                    adapters are available which provide information on
                    the status of telephone lines. For additional
                    information contact the Headquarters
                    Telecommunications Services Branch.

                **Courtesy Phones or Sofa Phones.** Courtesy phones or
                sofa phones may be requested by Office Directors and
                above. However, an adequate justification must accompany
                the request.

                **Automatic Call Distribution Equipment (ACD).** ACD
                equipment, i.e., equipment that receives a telephone
                call and places the caller on-hold until the next
                available operator can assist them, may be requested
                where there is an inordinate volume of calls being
                received by a limited number of staff. ACDs are
                generally used in a \"help desk\" environment. A
                detailed justification showing volume of calls and
                specifically stating the mission goals must accompany
                all requests for ACDs.

                **Pagers.** Pagers may be requested where it can be
                adequately documented that the user must be accessible
                *immediately* in order to accomplish the goals of the
                mission. Pagers are issued to Government employees,
                only.

                a.  **Criteria for Obtaining a Pager.** Examples of the
                    criteria necessary to request a pager include but
                    are not limited to the following:

                    1.  Persons responsible for providing essential
                        building services, such as, electricity, water,
                        heating and air conditioning, elevator, etc.

                        Persons responsible for providing or maintaining
                        essential work related equipment or services,
                        such as, telephone systems and computer systems.

                        Principal staff, where directed by the Executive
                        Assistant to the Secretary, in order to provide
                        immediate assistance to the Secretary or the
                        Secretary\'s staff.

                **Pager Responsibility.** Pagers are considered personal
                property items and as such, employees must sign a
                Custody Receipt (Form HUD-26) accepting monetary
                responsibility for the pager in the event it is lost.

                a.  **Returning or Reassigning Pagers.** If a
                    Headquarters employee is transferred to another
                    organization or leaves the Department, their pager
                    must be returned to the Property Supply Branch. In
                    the Field, pagers must be returned to the employee's
                    Administrative Officer. Under no circumstances can
                    an employee personally reassign a pager to another
                    employee. In Headquarters, this can be done only by
                    the Telecommunications Services Branch. In the
                    Field, this can be done only by the employee's
                    Administrative Officer.

                    **Types of Pager Service and Equipment.** The type
                    of pager service and equipment provided to an
                    employee depends upon the requirement specified in
                    the justification as well as the availability of
                    funds.

                    1.  **Paging Services.** There are three types of
                        paging *services* available: local, regional,
                        and nationwide.

                        a.  **Local Paging Service.** Local paging
                            service can generally transmit a paging
                            signal within 90 miles of the city from
                            which the paging service provider is
                            located.

                            **Regional Paging Service.** Regional paging
                            service can generally transmit a paging
                            signal within 20 miles of every major
                            metropolitan area within a region of the
                            country. For example, depending on the
                            service provider, in the northeast the
                            paging signal coverage area may be Maine to
                            Southern Virginia.

                            **Nationwide Paging Service.** Nationwide
                            paging service can generally transmit a
                            paging signal within 20 miles of every major
                            metropolitan area within the United States,
                            including Puerto Rico.

                    **NOTE:** The terms \"regional\" and \"nationwide\"
                    service should not be taken literally. Regional and
                    nationwide paging services generally transmit
                    signals only within 20 miles of a major metropolitan
                    area located within the coverage area.

                    **Paging Equipment.** Three types of pager
                    *equipment* are available: numeric, alpha/numeric,
                    and alpha/numeric two-way.

                    1.  **Numeric Pagers.** Numeric pagers receive only
                        numeric digits, i.e., telephone numbers. The
                        caller dials the pager number and at the tone
                        enters the telephone number they want the pager
                        user to call.

                        **Alpha/Numeric Pagers.** Alpha/Numeric pagers
                        can receive both numeric digits (numbers) and
                        alphabetical characters. The caller dials the
                        pager number and is prompted to either enter the
                        telephone number they want the pager user to
                        call, or they may select an option which allows
                        them to dictate a brief message to the pager
                        user.

                        **Alpha/Numeric Two-Way Pagers.** Alpha/Numeric
                        Two-Way pagers operate the same as described in
                        item d.2. above (Alpha/Numeric). In addition,
                        the two- way pager can also transmit a paging
                        signal to another two-way pager user.

                **Pager Service Signal Limitations.** Paging services
                transmit radio signals via airwaves, using a combination
                of satellites and radio towers, very similar to a local
                AM or FM radio station. Therefore, reception of a signal
                is not guaranteed. Environmental conditions as well as
                natural and man made impediments, such as mountains,
                tunnels, sub-basements, etc., can garble or stop a
                paging signal.

                **Annual Certification of Pagers.** Pagers shall be
                reviewed annually to determine if pager use is still
                required. Administrative Officers will be requested to
                recertify pagers to ensure that the original
                justification for pager use is still applicable.

        **TELEPHONE LINES.**

        A.  The number of telephone lines in a system is a major
            determinant of overall system cost. The following guidelines
            should be used when deciding on the number and type of lines
            to be used.

            1.  **Primary Line.** A primary line should be used with at
                least one specific station to be cost-effective. A
                monthly charge is assessed by GSA and the telephone
                company for each line. An occasional \"busy\" signal is
                not sufficient justification for additional lines. The
                following guidelines shall be applied when analyzing
                requests for telephone line services:

                a.  Where an additional requirement cannot be
                    documented, one-line shall be standard for two
                    employees, a two-line rotary for three to four
                    employees, and a three line rotary for up to eight
                    employees. Two to three lines to a group of common
                    users shall be standard practice as opposed to
                    separate lines for each user.

                    The use of rotary lines provides for a considerable
                    increase in the incoming call handling capability of
                    a group of lines over a similar number of individual
                    non-rotary lines. In a single line system, rotary
                    line groups of two or three are especially
                    recommended for installation at answering stations
                    to which busy or unanswered lines are forwarded.

                    The number of lines available for pickup on a given
                    instrument should be sufficient for, but not in
                    excess of, the number essential for conducting the
                    assigned function.

                    Changes of Field Office telephone numbers shall be
                    immediately reported by memorandum to the Space
                    Management Division.

        **SURVEYS AND INVENTORIES.**

        A.  An annual survey and inventory program shall be conducted to
            ensure the continuing cost-effective use of telephone
            station equipment, lines, and services.

            1.  **Purpose.** The purpose of the survey and inventory
                program is to develop an up-to-date record of existing
                telephone lines and to improve service without incurring
                excessive cost.

                **Procedures.** To ensure the continuity of this
                program, the following procedures are recommended.

                a.  Each office using GSA-consolidated services will
                    annually receive a Telephone Inventory Accounting
                    System (TIAS) computerized inventory listing of
                    telephone lines and services by May 1, as recorded
                    by GSA on March 31. Offices should validate the
                    inventory listing and return it to the appropriate
                    GSA office by June 30. Offices that are not
                    receiving GSA-consolidated services should implement
                    and maintain a survey and inventory program of
                    telephone station equipment and services.

                    Conduct desk-to-desk surveys. This is the most
                    effective means to ensure that existing telephone
                    station equipment, lines, and features are in
                    accordance with current needs and to verify location
                    of the same.

                    Upon completion of the survey, all discrepancies
                    between GSA\'s TIAS records and the desk-to-desk
                    survey should be reconciled so that appropriate
                    correction can be made to update records.

                    **[SECTION 3]{.underline}**

                    **[USE OF TELEPHONE SERVICES]{.underline}**

        **GENERAL.**

        A.  The Federal Telecommunications System 2001 (FTS2001)
            intercity network and other Government provided long
            distance telephone services are to be used to conduct
            official business. These networks are to be used for
            placement of calls instead of the commercial toll network to
            the maximum extent practicable. Provisions are included
            herein regarding permissible and non-permissible long
            distance calls on Government telephone systems by furnishing
            example of permissible official business calls and by
            providing standards to be applied when collecting money from
            persons making unauthorized calls over Government telephone
            systems. The intent is to permit Federal employees to make
            reasonable use of Government telephone systems and at the
            same time, to guard against abuse of telephone use. It is
            therefore, the responsibility of managers and supervisors to
            properly manage telephone usage within their jurisdiction.

        **POLICY.**

        A.  The policy governing official use of the Government
            telephone system allows employees to make brief personal
            calls at Government expense when the telephone call does not
            adversely affect the performance of official duties by the
            organization, is reasonable in duration and frequency, could
            not have been made at another time, or is made while
            traveling on official business. The intent of this policy is
            that the employee must initiate the call and not the family
            member located within the vicinity of the employee\'s duty
            station. The following are examples of such calls.

            1.  Calls to notify family or doctor when an employee is
                injured on the job.

                An employee is required to work overtime without advance
                notice and calls within the local commuting area (the
                area from which the employee regularly commutes) to
                advise his or her family of the change in schedule or to
                make alternate transportation or child care
                arrangements.

                An employee makes a brief call to locations within the
                local commuting area to speak to spouse or minor
                children (or those responsible for them, e.g., school or
                day care center), to call a family physician who can
                only be contacted during the workday, or to a location
                to make arrangements for emergency automobile or
                residential repairs.

                The following guidelines apply to reimbursements for use
                of the Government telephone system while traveling on
                official business.

                a.  The call must be brief, and in accordance with the
                    HUD Travel Handbook. A statement must be on the
                    Travel Voucher (Standard Form 1012) designating the
                    points between which service was rendered, the cost,
                    and the date of each call.

                    The call(s) must be to the employee\'s permanent
                    duty station or within the vicinity of the residence
                    from which the employee reports for duty each day.
                    All exceptions must be approved on a case-by-case
                    basis.

                    Payment for calls will only be authorized when the
                    travel period is more than one night, within the
                    U.S., or other places where the employee is
                    authorized to travel on official Government
                    business. The total number of calls claimed for each
                    trip may not exceed one call per day.

                    Employees are encouraged to use the Federal
                    Telecommunications System 2001 (FTS2001).

                    Charges for official commercial telephone calls
                    (personal telephone credit cards may be used),
                    telegrams, cablegrams, or radiograms on official
                    business may be allowed provided a statement is
                    furnished showing the points between which service
                    was rendered, the date, and amount paid.

                    Approving officials are permitted to approve
                    vouchers claiming calls made using coins at a pay
                    telephone if the amount claimed is reasonable for
                    the area from/to which the call is made.

                    Claims for telephone calls made while on official
                    travel must include a copy of the Travel Order
                    Request and Authorization Form (HUD-25), and the
                    paid Travel Voucher (Standard Form 1012). However,
                    if a US Sprint telephone credit card is issued and
                    used to access the FTS2001 network from a commercial
                    off-net phone number, (e.g. from a hotel or pay
                    phone) a claim is not necessary.

                    In addition to the daily calls referred to in
                    Paragraph c., employees may be reimbursed for brief,
                    personal calls to inform family members of a change
                    in travel schedule due to official business needs or
                    transportation changes or delay.

                    Employee must reimburse the Department for the cost
                    of any unauthorized calls made via the FTS2001 and
                    the commercial network.

                Observe the following when using a Government telephone.

                a.  The authorized use of Government telephone systems
                    (including calls over commercial systems which will
                    be paid for by the Government) shall be limited to
                    the conduct of official business. Government
                    telephones used as a point of contact for an
                    unofficial activity or organization, or the abuse of
                    Government telephone systems, is strictly prohibited
                    and could result in an employee being reprimanded,
                    suspended, or dismissed.

                    **Local Directory Assistance.** Local Directory
                    Assistance is discouraged as the Department is
                    charged for this service. Headquarters employees may
                    obtain needed directories from the
                    Telecommunications Services Branch. Field employees
                    should contact their Administrative Officer.

                    **Long Distance Directory Assistance.** Employees
                    should obtain long distance numbers from directories
                    or other sources, maintain a list of frequently
                    called numbers, and only use long distance directory
                    assistance to obtain a phone number when no
                    alternative is possible.

                    Whenever available, always use the FTS2001 for long
                    distance calls. If FTS2001 service is not available,
                    the commercial long distance network may be used.

                    Listing of long distance calls placed over the
                    commercial long distance network and FTS2001 off-net
                    calls are examined. Supervisors are required to
                    certify that such calls made from numbers assigned
                    to their offices were made for official Government
                    business.

                    If it becomes necessary to use the commercial long
                    distance network, a HUD 200.19, Record of Long
                    Distance Commercial Calls, must be completed and
                    submitted.

                    Acceptance of incoming collect calls is prohibited,
                    except for calls from employees in travel status who
                    do not have FTS2001 available. A HUD 200.19 must be
                    completed.

                Personal calls that must be made during working hours
                may be made from Government telephones using the
                commercial long distance network provided there is no
                expense to the Government and calls are:

                a.  Charged to the employee\'s home phone number or
                    other non-Government number (third number call).

                    Made to a 800 toll-free number.

                    Charged to the called party if a non-Government
                    number (collect call).

                    Charged to a personal telephone credit card.

                **Collections.**

                a.  Offices should collect for any unauthorized calls
                    made by an employee or other person where it is
                    cost-effective to do so. Each call will be valued
                    and collection made in accordance with listing
                    below. Reimbursing the Government for unauthorized
                    calls does not exempt an employee from appropriate
                    administrative, civil, or criminal action.
                    Collections shall be composed of two parts:

                    1.  The value of the call shall be based on
                        commercial long distance rates rounded to the
                        nearest dollar.

                        An amount rounded to the nearest dollar to cover
                        the offices\' administrative costs, for example,
                        to determine that the call was unauthorized and
                        to process the collection.

                **Privacy Act Consideration.** Offices shall be familiar
                with the Office of Management and Budget (OMB) guidance
                on the Privacy Act implication of call detail programs
                to manage employees\' use of the Federal
                Telecommunications System.

                Offices should not install additional telephones or
                increase levels of service on existing telephones merely
                to accommodate circumstances for calls that may
                constitute unauthorized use of Government telephone
                systems.

        **ORIENTATION AND TRAINING.**

        A.  Managers should include training in the use of the
            Government\'s telephones, equipment, and services as part of
            an employee\'s initial orientation and reinforce the
            training at periodic intervals thereafter. Training should
            include the proper use of telephone techniques and the
            Federal Telecommunications System 2001 (FTS2001) network.
            Training also serves to emphasize the role of employees in
            holding down communications costs. User training for
            employees is also essential when new telephone equipment is
            installed.

        **MONITORING OF TELEPHONE CALLS.**

        A.  As a matter of Department policy, except with prior consent,
            listening-in and recording of telephone conversations is
            strictly prohibited. No unannounced telephone recording
            devices or transmission cutoff equipment of any kind shall
            be installed or used in the Department.

        **FEDERAL EMERGENCY CONDITIONS.**

        A.  The Administrator, General Services Administration, shall
            plan for and provide, operate, and maintain appropriate
            telecommunications facilities designed to meet the essential
            requirements of Federal civilian departments and agencies
            during an emergency within the framework of the National
            Communications System (NCS). Plans and programs of the
            Administrator will be in agreement with National
            telecommunications policies, plans, and programs.

            1.  **Reduction In Use During Emergency Conditions.** To
                minimize possible disruptions to the orderly processes
                of Government and to ensure that outgoing calls can be
                made during an emergency by those officials responsible
                for resolving problems arising therefrom, it is
                imperative that each employee forego or drastically
                limit the use of the telephone during such emergency.
                When an essential call must be made during an emergency,
                the caller should strive for the utmost brevity in
                completing the conversation. Also during an emergency,
                official business unrelated to the emergency which would
                normally be conducted by telephone should be delayed,
                where possible, until demands on telephone facilities
                have subsided, or should be conducted by alternative
                means of communications.

        **TELEPHONE SERVICE IN PRIVATE RESIDENCE.**

        A.  The United States Code, annotated, 31 USC 679 provides:
            \"Except as otherwise provided by law, no money appropriated
            by any Act shall be expended for telephone service installed
            in any private residence or private apartment or for tolls
            or other charges for telephone service from private
            residences or private apartments, except for long-distance
            telephone tolls required strictly for public business, and
            so shown by vouchers duly sworn to and approved by the head
            of the office in which the individual using such telephone
            or incurring the expense of such tolls be employed\....\"

        **ANNOYING OR OBSCENE TELEPHONE CALLS.**

        A.  HUD employees receiving annoying or obscene telephone calls
            should discourage the caller by hanging up promptly. This
            should not be done angrily by slamming down the telephone
            receiver; this action may result in a call back. Under no
            condition shall an employee remain on the line listening or
            conversing with the caller.

            1.  Headquarters office managers shall notify the Security
                Office for investigation and/or action when annoying or
                obscene calls are received repeatedly.

                Office managers in Field Offices should contact the
                Federal Protective Service and the Director,
                Administrative Resources Division.

        **FTS2001 INERCITY NETWORK.**

        A.  The Federal Telecommunications System 2001 (FTS2001) is the
            primary and recommended telephone system for authorized HUD
            employees to use in the conduct of Federal Government
            business. Calls from telephones on the FTS-2001 network are
            identified as either on-net or off-net. The FTS2001 on-net
            calls are calls placed within the FTS2001 network which
            provides direct station-to-station and intra-government
            dialing for Federal agencies in all 50 states. The FTS2001
            off-net calls are long-distance call made from a Government
            telephone on the FTS2001 network (on-net) to telephones
            (Government or commercial) not on the FTS2001 network in all
            50 states, Puerto Rico, and the U.S. Virgin Islands.

            Full understanding of responsibilities and regulations
            governing the system will

            ensure the continued efficiency and cost effectiveness of
            the system. FTS2001 IS

            TO BE USED FOR OFFICIAL GOVERNMENT BUSINESS ONLY. The

            Department pays GSA on a time and distance basis for all
            FTS2001 intercity

            calls.

        **ORDERING FTS2001 SWITCHED VOICE SERVICES.**

        A.  Designated Agency Representatives (DARs) are appointed as
            the contacts with US Sprint for ordering FTS2001 network
            services and features, and are the only officials authorized
            to place orders with US Sprint. If additional DARs are
            required, submit name(s) in the form of a memorandum to the
            Director, Office of Administrative and Management Services
            or designee, which will insure that the name(s) are
            submitted to the General Services Administration (GSA) and
            US Sprint. The DAR must complete and submit HUD Form 21028
            with a cover letter to US Sprint via facsimile, or transmit
            a request via US Sprint Telemail message service while
            simultaneously providing the Office of Administrative and
            Management Services with a copy of the request.

        **US SPRINT FONCARDS.**

        A.  The FONCARDs are to be obtained directly from US Sprint by
            the DAR. Before FONCARDs are requested, offices must
            determine that their use is necessary to conduct official
            business. The issuance of US Sprint FONCARDs shall be
            carefully administered. Therefore, offices must establish
            procedures to control them and their use.

            1.  Requests for US Sprint FONCARDs shall be justified and
                submitted to the Director, Space Management Division.

                In no case shall Department issued FONCARDs be used for
                making unofficial personal calls even though it may be
                the intention of the user to pay the charges when the
                call is billed.

                Holders of FONCARDs are responsible for all calls
                charged. FONCARD invoices are subject to audit
                procedures.

                Lost or stolen FONCARDs must be reported immediately to
                the issuing office to ensure that the card is voided and
                a replacement issued. Report of lost or stolen card
                shall be supported with a full explanation as to the
                circumstances surrounding the situation.

                The collection and return of FONCARDs is the
                responsibility of the issuing office when an employee\'s
                duties change or tenure is terminated.

                The issuing office is responsible for immediately
                notifying US Sprint of FONCARD cancellation.

                The issuing office is responsible for requesting credit
                for any billings subsequent to notification of
                cancellation to US Sprint.

        **TOLL-FREE LINE.**

        A.  Toll-free telephone service is any arrangement that allows
            the public to make long-distance telephone calls to
            authorized locations at Government expense. Requests for
            such services require approval. Designated Headquarters and
            Field officials must submit a clear written finding to the
            Director, Space Management Division, citing the following
            facts: (a) why service is essential to mission
            accomplishment; (b) why service is necessary to meet program
            requirements; or (c) is service required by statute,
            Executive Order, or other regulations. Additionally, all
            requests must include a description of the present
            arrangements for conducting business, estimated number of
            calls, estimated monthly hourly usage, and such other
            information that will assist in the evaluation of the
            request.

        **CELLULAR SERVICE AND EQUIPMENT.**

        A.  Cellular service is an arrangement for use of radio
            frequency transmission of voice or data. Cellular equipment
            should not be used for transmission of sensitive or
            classified information since radio frequencies are easily
            intercepted. Offices must determine that use of cellular
            technology is necessary to conduct official business.

            1.  Request for Cellular service and equipment shall be
                justified and submitted via ACRS.

                In no case shall Department issued Cellular equipment be
                used for making unofficial personal calls even with the
                intent to pay for the calls.

                Users of Cellular equipment are responsible for all
                calls charged and are subject to audit.

                Lost or stolen Cellular equipment must be reported
                immediately to the issuing office. Report of lost or
                stolen equipment shall be supported with a full
                explanation as to the circumstances surrounding the
                situation.

                Issuing organizations should require individuals who
                receive cellular equipment to sign a Form HUD-26
                (Custody Receipt for Government Property on Personal
                Charge) to establish responsibility for safeguarding the
                equipment. This will also provide a means to assure
                return of the equipment if the employee leaves the
                Department.

                The collection and return of Cellular equipment is the
                responsibility of the requesting organization when an
                employee\'s duties change or tenure is terminated.

                **[SECTION 4]{.underline}**

                **[LONG-DISTANCE TELEPHONE CALLS.]{.underline}**

        **GENERAL.**

        A.  This section provides guidance to HUD Offices on ways to
            manage and control long-distance telephone services. While
            the guidance is directed primarily to offices which use
            GSA\'s FTS2001 intercity services, it should also be used by
            those offices who manage their own intercity
            telecommunications systems. The term \"commercial
            long-distance\" as used herein means a long-distance call
            placed from a Government telephone by dialing \"9,1\", the
            area code, and the seven-digit telephone number, or a
            long-distance collect call received and accepted on any
            Government telephone. This includes all calls to or from
            most points outside the United States. All long-distance
            calls shall be limited to urgent official business which
            cannot be transacted in a reasonable period by a less
            expensive means. Commercial long-distance costs are subject
            to audit procedures.

            1.  Each office should ensure that.

                a.  The FTS2001 long-distance network is used only for
                    official business.

                    Commercial long-distance calls are permitted only
                    when FTS2001 service is not available. Commercial
                    long-distance bills must be certified in accordance
                    with 31 USC 1348.

                    Only the appropriate level of telephone service is
                    used.

                    Information in the Call Detail Report (CDR) is
                    properly managed and analyzed to detect inefficient
                    and inappropriate use of Government long-distance
                    telephone services.

                    Collect calls are prohibited except in special or
                    emergency situations. An example is a situation when
                    an employee is on travel status and the FTS is not
                    available. Alternatives to making collect calls is
                    to pay for the call and submit a travel voucher for
                    reimbursement or use a Department issued US Sprint
                    telephone credit card. A record of calls must be
                    kept to expedite telephone invoice certification.

                    Unofficial calls such as audio test calls (e.g.,
                    dial-a-joke, dial-a-horoscope) are electronically
                    blocked where technically feasible and
                    cost-effective.

                    Automated reports are used to identify lines on
                    which no long-distance calls were made and which may
                    be disconnected.

                    Publicity programs are used to help make employees
                    aware of agency efforts to manage and control
                    long-distance telephone services.

                    **[SECTION 5]{.underline}**

                    **[CERTIFICATION OF TELEPHONE BILLS.]{.underline}**

        **TELEPHONE BILLS.**

        A.  Invoices for the use of telephone services, including credit
            cards, must be certified by program officials who have
            designated responsibility for certification of bills.
            Itemizations shall be certified and returned to the Space
            Management Division in Headquarters or the Administrative
            Resources Division Director in the Field. Should it be
            determined that certain calls on the invoice are not
            official, immediate action must be taken to gain
            reimbursement to the Government. A check or money order
            payable to the Department of Housing and Urban Development
            covering the charge shall be forwarded with the invoice.
            Payment does not exonerate the employee and disciplinary
            action may be taken. Authority to certify invoices may be
            re-delegated by designated officials. This certification
            shall read as follows:

            \"Pursuant to Section 4 of the Act approved May 10, 1939 (53
            Stat. 738), I

            certify that the use of telephones for the official
            long-distance calls listed

            herein was necessary in the interest of the Government.

            [\_\_\_\_\_\_\_(Signature)\_\_\_\_\_\_\_\_]{.underline}
            [\_\_\_\_\_\_\_\_\_(Title)\_\_\_\_\_\_\_\_\_\_]{.underline}

            Any calls or services which are not validated should be
            referred to the utility

            company rendering invoices for an explanation of
            questionable charge(s).

            1.  **Invoice Review and Certification.** Commercial
                telephone charges for local service, long-distance
                calls, and GSA consolidated services should be reviewed
                regularly if cost are to be controlled. Heads of offices
                or their designees must certify that all long-distance
                telephone charges were incurred in conducting official
                business.

            **Monthly Commercial Billing[.]{.underline}**

            1.  **Local Calls.** There is usually an additional charge
                for each local call to a non-Government telephone within
                the local dialing area.

    If the call is placed to an area beyond the originating area,
    multiple message unit costs may apply. Automatic metering equipment
    tabulates the number of calls for billing purposes. The accumulation
    of local calls is shown on the monthly telephone bill as a lump-sum
    dollar amount.

    1.  **Local Service Charges for Lines, Special Features, etc.** The
        telephone bill lists the line number, location, and telephone
        features. The person reviewing the local service bills should be
        aware of any change in services. Invoice review can detect
        errors, such as charges for lines not in use or incorrect.
        Charges for telephone features vary widely, depending on local
        tariffs for systems leased from tariffed telephone companies and
        pricing schemes of vendors on non-tariffed telephone systems.
        Offices should maintain an accurate inventory of telephone
        equipment and lines (purchased or leased) and review telephone
        bills for accuracy.

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    A.  **Commercial Long-distance Calls.** HUD Offices are billed for
        commercial long-distance calls directly from the local telephone
        company or servicing long-distance carrier. Persons making
        long-distance commercial calls should be requested to verify
        them. Calls that cannot be certified as official must be
        reported for appropriate action (e.g., reimbursement to the
        Government, or disciplinary action). All collect calls and
        commercial long-distance calls need to be verified as official
        Government business and verification given to the person who
        certifies the telephone charges as a check against the
        commercial bill.

        **Quarterly FTS2001 Intercity Billing.** GSA provides
        long-distance telecommunications service to Government agencies
        through the FTS2001 intercity network. Each agency\'s share of
        the FTS intercity network cost is determined by automatic and
        electronic sampling. Based on time and distance, the billing
        system represents the actual cost of a call. The bills are based
        on traffic usage during the most recent quarter. This method
        reflects increased or decreased usage on a time and distance
        basis. All calls, 24 hours per day, seven days a week, are
        sampled for billing.

        **[SECTION 6]{.underline}**

        **[TELECONFERENCING SERVICES.]{.underline}**

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    1.  **GENERAL.**

        A.  Teleconferencing Service is particularly suited for bringing
            people together in distant locations to conduct meetings,
            consultation, decision making, etc., over the telephone from
            their respective offices or in a conference room. This
            service is maintained in response to the need to conserve
            energy and reduce travel expenses within the Federal
            Government.

    Teleconferences cannot take the place of every conference or
    meeting, but when they can, officials are urged to consider
    teleconferencing as an alternative to business travel.

    1.  **FTS2001 CONFERENCE SERVICE (U.S. SPRINT).**

        A.  Teleconference calls may also be arranged through U.S.
            Sprint via the Department\'s FTS2001 contract. An unlimited
            number of lines may be reserved for this service. Conference
            calls may be conducted 24 hours a day, 7 days a week.
            Arrangements for this service can be made by contacting the
            U.S. Sprint Teleconference Coordinator at 1-888-543-8027.

        **TELEPHONE SET CONFERENCING.**

Teleconferencing is a feature available on all Headquarters telephone
sets and most Field Office telephone sets. This feature allows the user
to conduct a conference call involving at least three participants,
including the originator, without special equipment or use of the U.S.
Sprint Teleconference Service.