2_use_case_name: Voice of the Customer
3_agency: Department of Housing and Urban Development
3_abr: HUD
4_bureau: Office of the Chief Financial Officer (OCFO)
8_topic_area: Mission-Enabling
10_commercial_ai: None of the above.
11_purpose_benefits: The Office of the Chief Financial Officer, Customer Experience Team works across the department to develop a deep understanding of who our customers are and how we can best serve their needs. The Voice of the Customer application brings the best-in-class voice transcription, speech, and text analytics to customer feedback surveys,  contact center calls and chats. It allows HUD to unlock critical insights that provide deeper understanding of how to support and manage our program/service delivery and contact center providers, and ultimately to improve customers’ experiences.
12_outputs: A data analytics dashboard that transforms customer feedback into succinct, easy-to-understand metrics, such as customer satisfaction rates across different customer interaction and call center topics.
16_dev_stage: Operation and Maintenance
17_impact_type: Neither
18_date_initiated: 1/15/2024
19_date_acq_dev_began: 9/30/2022
20_date_implemented: 8/30/2024
21_date_retired: N/A 
22_dev_method: Developed with contracting resources.
23_contract_piids: 86614922C00009
24_hisp_support: No
27_public_info: No
29_contains_pii: Yes
30_saop_review: Yes
31_data_catalog: Other
31_question_type: This AI use case is part of a larger system that collects data directly from HUD customers
33_agency_data: This system allows HUD to build surveys of varying complexity, distribute surveys via different delivery methods, centrally manage customer feedback data, and enable enterprise-wide qualitative and quantitative data analysis on both data collected through the system and data imported into the system.  The Voice of the Customer data can come in through a variety of ways. It can be a web/paper survey, a phone call, an email, or anything having all that separate data on one platform will help OCFO’s Customer Experience team hear what customers have to say holistically. The gathered feedback is both customer and employee experience data as it pertains to their interactions with HUD. Contact information will be requested, but is voluntary/optional, and is only collected/used for future research. This would include gathering a person’s name and contact information they are willing to provide (email or phone number). This data would be used for research purposes only to further investigate how to improve customers’ experiences with HUD.  These interactions would include moments when the customer/employee interacts with HUD (For example, a customer visits the HUD website for information, or an employee visits the intranet for information). The data would be collected via surveys or conversations regarding their experience within that specific moment and/or overall experience.
34_data_docs: Documentation is complete: Documentation exists regarding the maintenance, composition, quality, and intended use of the training and evaluation data, as well as any statistical bias across model features and protected groups. 
37_custom_code: No
38_code_access: No – agency does not have access to source code.
40_has_ato: Yes
41_system_name: P351 Voice of the Customer (VoC)
42_dev_tools_wait: Less than 6 months
43_infra_provisioned: Yes
45_compute_request: Yes
47_timely_resources: Yes
49_existing_reuse: None: This use case does not re-use any internally developed tooling or managed infrastructure from any other AI development efforts within the agency.
50_internal_review: Documentation has been developed: Complete documentation detailing model performance across a range of benchmarks, architecture, relevant features and information regarding the appropriate use of the model for predictive tasks has been created.
51_extension_request: No - Use Case is not Rights or Safety impacting, section 5 does not apply