63678 Federal Register / Vol. 88, No. 178 / Friday, September 15, 2023 / Notices 

of information was published at 88 FR 

43171 on July 6, 2023, pages 43171– 

43172. 

Affected Public: Individuals and 

households. 

Estimated Annual Burden: 22,917 

hours. 

Estimated Average Burden per 

Respondent: 25 minutes. 

Frequency of Response: One time, or 

as needed. 

Estimated Number of Respondents: 

55,000. 

By direction of the Secretary. 

Maribel Aponte, 

VA PRA Clearance Officer, Office of 

Enterprise and Integration, Data Governance 

Analytics, Department of Veterans Affairs. 

[FR Doc. 2023–20001 Filed 9–14–23; 8:45 am] 

BILLING CODE 8320–01–P 

DEPARTMENT OF VETERANS 

AFFAIRS 

Privacy Act of 1974; System of 

Records 

AGENCY: Department of Veterans Affairs 

(VA), Veterans Health Administration 

(VHA). 

ACTION: Notice of a modified system of 

records. 

SUMMARY: Pursuant to the Privacy Act of 

1974, notice is hereby given that the VA 

is modifying the system of records 

entitled, ‘‘Customer Relationship 

Management System (CRMS)-VA’’ 

(155VA10NB). This system is used for 

historical reference, quality assurance, 

training, and statistical reporting. 

DATES: Comments on this modified 

system of records must be received no 

later than 30 days after date of 

publication in the Federal Register. If 

no public comment is received during 

the period allowed for comment or 

unless otherwise published in the 

Federal Register by the VA, the 

modified system of records will become 

effective a minimum of 30 days after 

date of publication in the Federal 

Register. If VA receives public 

comments, VA shall review the 

comments to determine whether any 

changes to the notice are necessary. 

ADDRESSES: Comments may be 

submitted through www.Regulations.gov 

or mailed to VA Privacy Service, 810 

Vermont Avenue NW, (005X6F), 

Washington, DC 20420. Comments 

should indicate that they are submitted 

in response to ‘‘Customer Relationship 

Management System (CRMS)-VA’’ 

(155VA10NB). Comments received will 

be available at regulations.gov for public 

viewing, inspection or copies. 

FOR FURTHER INFORMATION CONTACT: 

Stephania Griffin, Veterans Health 

Administration (VHA) Chief Privacy 

Officer, Department of Veterans Affairs, 

810 Vermont Avenue NW, Washington, 

DC 20420; telephone 704–245–2492 

(Note: this is not a toll-free number) or 

Stephania.griffin@va.gov. 

SUPPLEMENTARY INFORMATION: VA is 

amending the system of records by 

revising the System Number; System 

Location; System Manager; Purpose of 

the System; Categories of Records in the 

System; Records Source Categories; 

Routine Uses of Records Maintained in 

the System; Policies and Practices for 

Retention and Disposal of Records; and 

Administrative Technical and Physical 

Safeguards. VA is republishing the 

system notice in its entirety. 

The System Number is being updated 

from 155VA10NB to 155VA10 to reflect 

the current VHA organizational routing 

symbol. 

The System Location and the 

Administrative, Technical and Physical 

Safeguards sections are being updated to 

replace Health Resource Center with 

VHA Member Services. The System 

Location will also be updated to 

include, ‘‘Information from these 

records or copies of these records may 

be maintained at VA Enterprise Cloud 

Data Centers/Amazon Web Services, 

1915 Terry Avenue, Seattle, WA 

98101.’’ 

The System Manager is updated to 

replace Chief Business Officer (10NB), 

with Deputy Under Secretary for Health 

and Operations, VHA Member Services. 

Also, Director, Health Resource Center 

is replaced with Director, VHA Member 

Services. 

The Purpose of the System is being 

modified to include, ‘‘tracking and 

managing inbound and outbound 

customer contacts across channels (e.g., 

telephone, email, mail, chat), and 

maintaining customer support history. 

These records are used by Member 

Services Call Center agents to provide 

customer support to Veterans and their 

family members by allowing agents to 

resolve inbound calls and achieve firstcall resolution as well as provide an 

efficient desktop, workflow, contact 

history and knowledge management 

capabilities. These records are also used 

to answer Veteran questions about VA 

and their care and enhance VA’s ability 

to provide timely, valid responses to 

Veteran inquiries about benefits, 

eligibility and other matters.’’ 

The Categories of Records in the 

System is being updated to include 

name and Social Security Number. 

The Record Source Categories is being 

modified to include, ‘‘VA information 

systems, including but not limited to, 

Health Data Repository, Veterans 

Experience Integration Solution, VA 

Profile, Consolidated Copayment 

Processing Center System, and Master 

Person Index.’’ 

Routine Use number 8 is being 

removed, which states, ‘‘Disclosure may 

be made to those officers and employees 

of the agency that maintains the record 

who have a need for the record in the 

performance of their duties.’’ Routine 

use number 8 will now be replaced with 

a new routine use to state, ‘‘To another 

Federal agency or Federal entity, when 

VA determines that information from 

this system of records is reasonably 

necessary to assist the recipient agency 

or entity in (1) responding to a 

suspected or confirmed breach or (2) 

preventing, minimizing, or remedying 

the risk of harm to individuals, the 

recipient agency or entity (including its 

information systems, programs and 

operations), the Federal Government, or 

national security, resulting from a 

suspected or confirmed breach.’’ 

Policies and Practices for Storage of 

Records is being updated to remove the 

VA Office of Information Technology 

(OIT) approved location. 

Policies and Practices for Retention 

and Disposal of Records is being 

updated to remove, ‘‘Electronic Service 

Records are purged when they are no 

longer needed for current operation.’’ 

This section is updated to state, ‘‘CRMS 

records will be maintained and 

disposed of in accordance with the 

schedule approved by the Archivist of 

the United States, Records Control 

Schedule (RCS) 10–1, 1925.1, Destroy 1 

year after resolved, or when no longer 

needed for business use, whichever is 

appropriate.’’ 

Administrative, Technical and 

Physical Safeguards is being updated to 

include number 6, ‘‘VA Enterprise 

Cloud data storage conforms to security 

protocols as stipulated in VA Directives 

6500 and 6517. Access control 

standards are stipulated in specific 

agreements with cloud vendors to 

restrict and monitor access.’’ 

The Report of Intent to Amend a 

System of Records Notice and an 

advance copy of the system notice have 

been sent to the appropriate 

Congressional committees and to the 

Director of the Office of Management 

and Budget (OMB) as required by 5 

U.S.C. 552a(r) (Privacy Act) and 

guidelines issued by OMB (65 FR 

77677), December 12, 2000. 

Signing Authority 

The Senior Agency Official for 

Privacy, or designee, approved this 

document and authorized the 


ddrumheller on DSK120RN23PROD with NOTICES1
Federal Register / Vol. 88, No. 178 / Friday, September 15, 2023 / Notices 63679 

undersigned to sign and submit the 

document to the Office of the Federal 

Register for publication electronically as 

an official document of the Department 

of Veterans Affairs. Kurt D. DelBene, 

Assistant Secretary for Information and 

Technology and Chief Information 

Officer, approved this document on 

August 7, 2023 for publication. 

Dated: September 12, 2023. 

Amy L. Rose, 

Government Information Specialist, VA 

Privacy Service, Office of Compliance, Risk 

and Remediation, Office of Information and 

Technology, Department of Veterans Affairs. 

SYSTEM NAME: 

‘‘Customer Relationship Management 

System (CRMS)-VA’’ (155VA10). 

SECURITY CLASSIFICATION: 

Unclassified. 

SYSTEM LOCATION: 

Records and magnetic media are 

maintained at the Veterans Health 

Administration (VHA) Member 

Services, Topeka, Kansas facility or at 

another Office of Information 

Technology (OIT) approved location. 

Magnetic media are also stored at an 

OIT approved location for contingency 

back-up purposes. In addition, 

information from these records or copies 

of these records may be maintained at 

the Department of Veterans Affairs (VA) 

Enterprise Cloud Data Centers/Amazon 

Web Services, 1915 Terry Avenue, 

Seattle, WA 98101. 

SYSTEM MANAGER(S): 

Official responsible for policies and 

procedures: Deputy Under Secretary for 

Health and Operations, VHA Member 

Services, VA Central Office, 810 

Vermont Avenue NW, Washington, DC 

20420. Telephone number 202–461– 

4239 (this is not a toll-free number). 

Official maintaining the system: 

Director, VHA Member Services, 3401 

SW 21st Street Bldg. 9, Topeka, Kansas 

66604. 

AUTHORITY FOR MAINTENANCE OF THE SYSTEM: 

38 U.S.C. 501(a), 1705, 1710, 1722, 

1722(a), 1781 and 5 U.S.C. 552(a). 

PURPOSE(S) OF THE SYSTEM: 

The purpose of these records is used 

for historical reference, quality 

assurance, training, statistical reporting, 

tracking and managing inbound and 

outbound customer contacts across 

channels (e.g., telephone, email, mail, 

chat), and maintaining customer 

support history. These records are used 

by Member Services Call Center agents 

to provide customer support to Veterans 

and their family members by allowing 

agents to resolve inbound calls and 

achieve first-call resolution as well as 

provide an efficient desktop, workflow, 

contact history and knowledge 

management capabilities. These records 

are also used to answer Veteran 

questions about VA and their care and 

enhance VA’s ability to provide timely, 

valid responses to Veteran inquiries 

about benefits, eligibility and other 

matters. 

CATEGORIES OF INDIVIDUALS COVERED BY THE

SYSTEM: 

These records include information on 

Veterans, Veteran’s family members, 

members of the general public, VA 

customers, and VA employees. 

CATEGORIES OF RECORDS IN THE SYSTEM: 

The records include name, Social 

Security Number, address, date of birth, 

military identification number and other 

unique identifiers from individuals 

contacting VHA concerning: 1. Veteran 

health benefits eligibility and health 

care appointment request; 2. Veteran 

medical claims processing and 

payments; 3. Co-payments charged for 

medical care and prescriptions; 4. 

General administrative pharmacy 

inquiries; 5. General human resources 

management, (e.g., employee benefits, 

recruitment/job applicants, etc.); and 6. 

Other information related to Veterans, 

Veteran’s family members, members of 

the general public, VA customers, and 

VA employees. 

RECORD SOURCE CATEGORIES: 

Information in this system of records 

may be provided by Veterans, Veteran’s 

family members, members of the general 

public, VA customers, VA employees, 

and VA information systems, including 

but not limited to, Health Data 

Repository, Veterans Experience 

Integration Solution, VA Profile, 

Consolidated Copayment Processing 

Center System, and Master Person 

Index. 

ROUTINE USES OF RECORDS MAINTAINED IN THE

SYSTEM, INCLUDING CATEGORIES OF USERS AND

THE PURPOSES OF SUCH USES: 

To the extent that records contained 

in the system include information 

protected by 45 CFR parts 160 and 164, 

i.e., individually identifiable health 

information of VHA or any of its 

business associates, and 38 U.S.C. 7332; 

i.e., medical treatment information 

related to drug abuse, alcoholism or 

alcohol abuse, sickle cell anemia, or 

infection with the human 

immunodeficiency virus, that 

information cannot be disclosed under a 

routine use unless there is also specific 

statutory authority in both 38 U.S.C. 

7332 and CFR parts 160 and 164 

permitting disclosure. 

1. Congress: To a Member of Congress 

or staff acting upon the Member’s behalf 

when the Member or staff requests the 

information on behalf of, and at the 

request of, the individual who is the 

subject of the record. 

2. National Archives and Records 

Administration (NARA): To the NARA 

in records management inspections 

conducted under 44 U.S.C. 2904 and 

2906, or other functions authorized by 

laws and policies governing NARA 

operations and VA records management 

responsibilities. 

3. Department of Justice (DoJ), 

Litigation, Administrative Proceeding: 

To the DoJ, or in a proceeding before a 

court, adjudicative body, or other 

administrative body before which VA is 

authorized to appear, when: 

(a) VA or any component thereof; 

(b) Any VA employee in his or her 

official capacity; 

(c) Any VA employee in his or her 

official capacity where DoJ has agreed to 

represent the employee; or 

(d) The United States, where VA 

determines that litigation is likely to 

affect the agency or any of its 

components, is a party to such 

proceedings or has an interest in such 

proceedings, and VA determines that 

use of such records is relevant and 

necessary to the proceedings. 

4. Contractors: To contractors, 

grantees, experts, consultants, students 

and others performing or working on a 

contract, service, grant, cooperative 

agreement, or other assignment for VA, 

when reasonably necessary to 

accomplish an agency function related 

to the records. 

5. Law Enforcement: To a Federal, 

state, local, territorial, tribal or foreign 

law enforcement authority or other 

appropriate entity charged with the 

responsibility of investigating or 

prosecuting such violation or charged 

with enforcing or implementing such 

law, provided that the disclosure is 

limited to information that, either alone 

or in conjunction with other 

information, indicates a violation or 

potential violation of law, whether civil, 

criminal, or regulatory in nature. The 

disclosure of the names and addresses 

of Veterans and their dependents from 

VA records under this routine use must 

also comply with the provisions of 38 

U.S.C. 5701. 

6. Federal Agencies, Fraud and 

Abuse: To other Federal agencies to 

assist such agencies in preventing and 

detecting possible fraud or abuse by 

individuals in their operations and 

programs. 

7. Data Breach Response and 

Remediation, for VA: To appropriate 

agencies, entities and persons when (1) 


ddrumheller on DSK120RN23PROD with NOTICES1
63680 Federal Register / Vol. 88, No. 178 / Friday, September 15, 2023 / Notices 

VA suspects or has confirmed that there 

has been a breach of the system of 

records; (2) VA has determined that as 

a result of the suspected or confirmed 

breach there is a risk to individuals, VA 

(including its information systems, 

programs and operations), the Federal 

Government, or national security; and 

(3) the disclosure made to such 

agencies, entities or persons is 

reasonably necessary to assist in 

connection with VA efforts to respond 

to the suspected or confirmed breach or 

to prevent, minimize or remedy such 

harm. 

8. Data Breach Response and 

Remediation, for Another Federal 

Agency: To another Federal agency or 

Federal entity, when VA determines 

that information from this system of 

records is reasonably necessary to assist 

the recipient agency or entity in (1) 

responding to a suspected or confirmed 

breach or (2) preventing, minimizing, or 

remedying the risk of harm to 

individuals, the recipient agency or 

entity (including its information 

systems, programs and operations), the 

Federal Government, or national 

security, resulting from a suspected or 

confirmed breach. 

9. Unions: To unions identified in 5 

U.S.C. 7114(b)(4) to officials of labor 

organizations recognized under 5 U.S.C. 

Chapter 71 when relevant and necessary 

to their duties of exclusive 

representation concerning personnel 

policies, practices and matters affecting 

working conditions. 

10. Merit Systems Protection Board 

(MSPB): To the MSPB in connection 

with appeals, special studies of the civil 

service and other merit systems, review 

of rules and regulations, investigation of 

alleged or possible prohibited personnel 

practices, and such other functions 

promulgated in 5 U.S.C. 1205 and 1206, 

or as otherwise authorized by law. 

11. Equal Employment Opportunity 

Commission (EEOC): To the EEOC in 

connection with investigations of 

alleged or possible discriminatory 

practices, examination of Federal 

affirmative employment programs, or 

other functions of the Commission as 

authorized by law. 

12. Federal Labor Relations Authority 

(FLRA): To the FLRA in connection with 

the investigation and resolution of 

allegations of unfair labor practices, the 

resolution of exceptions to arbitration 

awards when a question of material fact 

is raised; matters before the Federal 

Service Impasses Panel; and the 

investigation of representation petitions 

and the conduct or supervision of 

representation elections. 

POLICIES AND PRACTICES FOR STORAGE OF

RECORDS: 

Records are stored on electronic 

media. 

POLICIES AND PRACTICES FOR RETRIEVAL OF

RECORDS: 

Records in this system are retrieved 

by name, Social Security Number or 

other assigned identifiers of the 

individuals on whom they are 

maintained. 

POLICIES AND PRACTICES FOR RETENTION AND

DISPOSAL OF RECORDS: 

CRMS records will be maintained and 

disposed of in accordance with the 

schedule approved by the Archivist of 

the United States, Records Control 

Schedule (RCS) 10–1, 1925.1, Destroy 

one year after resolved, or when no 

longer needed for business use, 

whichever is appropriate. 

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL

SAFEGUARDS: 

1. All entrance doors to the VHA 

Member Services Topeka, KS and Waco, 

TX locations require an electronic pass 

card to gain entry. Hours of entry to the 

facility are controlled based on position 

held and special needs. Visitors to the 

VHA Member Services are required to 

sign-in at a specified location and are 

escorted the entire time they are in the 

building or they are issued a temporary 

visitors badge. At the end of the visit, 

visitors are required to turn in their 

badge. The building is equipped with an 

intrusion alarm system which is 

activated when any of the doors are 

forced open or held ajar for a specified 

length of time. During business hours, 

the security system is monitored by the 

VA police and Member Services staff. 

After business hours, the security 

system is monitored by the VA 

telephone operator(s) and VA police. 

The VA police conduct visual security 

checks of the outside perimeter of the 

building. 

2. Access to the building is generally 

restricted to Member Services staff and 

VA police, specified custodial 

personnel, engineering personnel, and 

canteen service personnel. 

3. Access to computer rooms is 

restricted to authorized VA OIT 

personnel and requires entry of a 

personal identification number (PIN) 

with the pass card swipe. PINs must be 

changed periodically. All other persons 

gaining access to computer rooms are 

escorted. Information stored in the 

computer may be accessed by 

authorized VA employees at remote 

locations including the Health 

Eligibility Center in Atlanta, GA; Health 

Administration Center in Denver, CO; 

Consolidated Patient Accounting Center 

in Ashville, NC; and VA health care 

facilities. 

4. All Member Services employees 

receive information security and privacy 

awareness training and sign the Rules of 

Behavior; training is provided to all 

employees on an annual basis. The 

Member Services Information System 

Security Officer performs an annual 

information security audit and periodic 

reviews to ensure the security of the 

system. 

5. For contingency purposes, database 

backups on magnetic media are stored 

off-site at an approved VA OIT location. 

6. VA Enterprise Cloud data storage 

conforms to security protocols as 

stipulated in VA Directives 6500 and 

6517. Access control standards are 

stipulated in specific agreements with 

cloud vendors to restrict and monitor 

access. 

RECORD ACCESS PROCEDURE: 

Individuals seeking information on 

the existence and content of a related 

record in this system pertaining to them 

should contact the system manager in 

writing as indicated above or may write 

or visit the VA facility location where 

they normally receive their care. 

CONTESTING RECORD PROCEDURES: 

Individuals seeking to contest or 

amend records in this system pertaining 

to them should contact the system 

manager in writing as indicated above 

or inquire in person at the VA health 

care facility they normally receive their 

care. A request to contest or amend 

records must state clearly and concisely 

what record is being contested, the 

reasons for contesting it, and the 

proposed amendment to the record. 

NOTIFICATION PROCEDURE: 

Generalized notice is provided by the 

publication of this notice. For specific 

notice, see Record Access Procedure, 

above. 

EXEMPTIONS PROMULGATED FOR THE SYSTEM: 

None. 

HISTORY: 

73 FR 72123 (November 26, 2008), 80 

FR 11531 (March 3, 2015). 

[FR Doc. 2023–20044 Filed 9–14–23; 8:45 am] 

BILLING CODE P 

DEPARTMENT OF VETERANS 

AFFAIRS 

Privacy Act of 1974; System of 

Records 

AGENCY: Department of Veterans Affairs 

(VA), National Cemetery Administration 

(NCA). 


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