Federal Register / Vol. 88, No. 191 / Wednesday, October 4, 2023 / Notices 68647 

DEPARTMENT OF HOUSING AND 

URBAN DEVELOPMENT 

[Docket No. FR–7077–N–20] 

Privacy Act of 1974; System of 

Records 

AGENCY: Office of the Chief Financial 

Officer, HUD. 

ACTION: Notice of a new system of 

records. 

SUMMARY: Under the Privacy Act of 

1974, as amended, the Department of 

the Housing and Urban Development 

(HUD), Office of the Chief Financial 

Officer (OCFO), is issuing a public 

notice of its intent to create a new 

system of records, Voice of the 

Customer (VoC). HUD has developed 

VoC system of records to satisfy the 

Executive Order 14058, on 

Transforming Federal Customer 

Experience and Service Delivery to 

Rebuild Trust in Government, issued on 

December 13, 2021. The VoC platform 

provides customers with the ability to 

share their likes and dislikes about 

HUD’s products or services. Customers 

feedback lets HUD focus on improving 

areas that would result in customer 

satisfaction and improve trust in the 

Federal Government. 

DATES: Comments will be accepted on or 

before November 3, 2023. This proposed 

action will be effective on the date 

following the end of the comment 

period unless comments are received 

which result in a contrary 

determination. 

ADDRESSES: You may submit comments, 

identified by docket number or by one 

of the following methods: 

Federal e-Rulemaking Portal: http://

www.regulations.gov. Follow the 

instructions provided on that site to 

submit comments electronically. 

Fax: 202–619–8365. 

Email: www.privacy@hud.gov. 

Mail: Attention: Privacy Office; 

LaDonne White, Chief Privacy Officer; 

The Executive Secretariat; 451 Seventh 

Street SW, Room 10139; Washington, 

DC 20410–0001. 

Instructions: All submissions received 

must include the agency name and 

docket number for this rulemaking. All 

comments received will be posted 

without change to http://

www.regulations.gov. including any 

personal information provided. 

Docket: For access to the docket to 

read background documents or 

comments received go to http://

www.regulations.gov. 

FOR FURTHER INFORMATION CONTACT: 

LaDonne White; 451 Seventh Street SW, 

Room 10139; Washington, DC 20410; 

telephone number 202–708–3054 (this 

is not a toll-free number). HUD 

welcomes and is prepared to receive 

calls from individuals who are deaf or 

hard of hearing, as well as individuals 

with speech or communication 

disabilities. To learn more about how to 

make an accessible telephone call, 

please visit https://www.fcc.gov/ 

consumers/guides/telecommunicationsrelay-service-trs. 

SUPPLEMENTARY INFORMATION: 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. 

SYSTEM NAME AND NUMBER: 

Voice of the Customer (VoC), HUD/ 

OCFO–02. 

SECURITY CLASSIFICATION: 

Unclassified. 

SYSTEM LOCATION: 

Medallia GovCloud is hosted within 

Amazon Web Services (AWS) Inc.; 

12900 Worldgate Dr., Suite 800, 

Herndon VA 20170. 

SYSTEM MANAGER(S): 

Katherine M. Darling, Assistant Chief 

Financial Officer for Systems, Office of 

the Chief Financial Officer, Department 

of Housing and Urban Development, 

451 Seventh Street SW, Room 3100, 

Washington, DC 20410–1000; Phone 

(202) 402–3912. 

AUTHORITY FOR MAINTENANCE OF THE SYSTEM: 

This system is authorized by section 

2 of The Department of Housing and 

Urban Development Act of 1965, 42 

U.S.C. 3531; and Executive Order 

14058, on Transforming Federal 

Customer Experience and Service 

Delivery to Rebuild Trust in 

Government. 

PURPOSE(S) OF THE SYSTEM: 

HUD’s Office of the Chief Financial 

Officer (OCFO) maintains the Voice of 

the Customer (VoC) system of records. 

The VoC Customer Experience (CX) is a 

FedRAMP Software as a Service (SaaS) 

system and services for enterprise-wide 

Customer Experience Management 

(CXM). The VoC system, Medallia 

Experience Cloud (MEC), will allow 

HUD and its internal program offices to 

build surveys of varying complexity, 

distribute surveys via different delivery 

methods, centrally manage customer 

feedback data, and enable enterprisewide qualitative and quantitative data 

analysis on both data collected through 

the system and data imported into the 

system. 

CATEGORIES OF INDIVIDUALS COVERED BY THE

SYSTEM: 

Members of the Public, HUD 

Employees, and contractors. 

CATEGORIES OF RECORDS IN THE SYSTEM: 

Name, Email address (work/personal), 

Phone Number (work/personal). 

RECORD SOURCE CATEGORIES: 

Records are obtained from individuals 

who participated in the customer 

satisfaction surveys, Housing 

Discrimination Process Survey and 

Salesforce HUD Central. 

ROUTINE USES OF RECORDS MAINTAINED IN THE

SYSTEM, INCLUDING CATEGORIES OF USERS AND

PURPOSES OF SUCH USES: 

(1) To the National Archives and 

Records Administration, Office of 

Government Information Services 

(OGIS), to the extent necessary to fulfill 

its responsibilities in 5 U.S.C. 552(h), to 

review administrative agency policies, 

procedures and compliance with the 

Freedom of Information Act (FOIA), and 

to facilitate OGIS’ offering of mediation 

services to resolve disputes between 

persons making FOIA requests and 

administrative agencies. 

(2) To a congressional office from the 

record of an individual, in response to 

an inquiry from the congressional office 

made at the request of that individual. 

(3) To contractors, grantees, experts, 

consultants, Federal agencies, and nonVerDate Sep<11>2014 20:21 Oct 03, 2023 Jkt 262001 PO 00000 Frm 00089 Fmt 4703 Sfmt 4703 E:\FR\FM\04OCN1.SGM 04OCN1

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68648 Federal Register / Vol. 88, No. 191 / Wednesday, October 4, 2023 / Notices 

Federal entities, including, but not 

limited to, State and local governments 

and other research institutions or their 

parties, and entities and their agents 

with whom HUD has a contract, service 

agreement, grant, cooperative 

agreement, or other agreement for the 

purposes of statistical analysis and 

research in support of program 

operations, management, performance 

monitoring, evaluation, risk 

management, and policy development, 

to otherwise support the Department’s 

mission, or for other research and 

statistical purposes not otherwise 

prohibited by law or regulation. Records 

under this routine use may not be used 

in whole or in part to make decisions 

that affect the rights, benefits, or 

privileges of specific individuals. The 

results of the matched information may 

not be disclosed in identifiable form. 

(4) To contractors, grantees, experts, 

consultants and their agents, or others 

performing or working under a contract, 

service, grant, cooperative agreement, or 

other agreement with HUD, when 

necessary to accomplish an agency 

function related to a system of records. 

Disclosure requirements are limited to 

only those data elements considered 

relevant to accomplishing an agency 

function. 

(5) To contractors, experts and 

consultants with whom HUD has a 

contract, service agreement, or other 

assignment of the Department, when 

necessary to utilize relevant data for the 

purpose of testing new technology and 

systems designed to enhance program 

operations and performance. 

(6) To appropriate agencies, entities, 

and persons when (1) HUD suspects or 

has confirmed that there has been a 

breached of the system of records, (2) 

HUD has determined that as a result of 

the suspected or confirmed breach there 

is a risk of harm to individuals, 

(including its information systems, 

programs, and operations), the Federal 

Government, or national security;(3) and 

the disclosure made to such agencies, 

entities, and persons is reasonably 

necessary to assist in connection with 

HUD’s efforts to respond to the 

suspected or confirmed breach or to 

prevent, minimize, or remedy such 

harm. 

(7) To another Federal agency or 

Federal entity, when HUD determines 

that information from this system of 

records is reasonably necessary to assist 

the recipient agency or entity (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. 

(8) To appropriate Federal, State, 

local, Tribal, or other governmental 

agencies or multilateral governmental 

organizations responsible for 

investigating or prosecuting the 

violations of, or for enforcing or 

implementing, a statute, rule, 

regulation, order, or license, where HUD 

determines that the information would 

assist in the enforcement of civil or 

criminal laws and when such records, 

either alone or in conjunction with 

other information, indicate a violation 

or potential violation of law. 

(9) To a court, magistrate, 

administrative tribunal, or arbitrator in 

the course of presenting evidence, 

including disclosures to opposing 

counsel or witnesses in the course of 

civil discovery, litigation, mediation, or 

settlement negotiations, or in 

connection with criminal law 

proceedings; when HUD determines that 

use of such records is relevant and 

necessary to the litigation and when any 

of the following is a party to the 

litigation or have an interest in such 

litigation: (a) HUD, or any component 

thereof; or (b) any HUD employee in his 

or her official capacity; or (c) any HUD 

employee in his or her individual 

capacity where HUD has agreed to 

represent the employee; or (d) the 

United States, or any agency thereof, 

where HUD determines that litigation is 

likely to affect HUD or any of its 

components. 

(10) To any component of the 

Department of Justice or other Federal 

agency conducting litigation or in 

proceedings before any court, 

adjudicative, or administrative body, 

when HUD determines that the use of 

such records is relevant and necessary 

to the litigation and when any of the 

following is a party to the litigation or 

have an interest in such litigation: (a) 

HUD, or any component thereof; or (b) 

any HUD employee in his or her official 

capacity; or (c) any HUD employee in 

his or her individual capacity where the 

Department of Justice or agency 

conducting the litigation has agreed to 

represent the employee; or (d) the 

United States, or any agency thereof, 

where HUD determines that litigation is 

likely to affect HUD or any of its 

components. 

(11) To the Office of Management and 

Budget, in order to comply with 

Circular A–11, part 6, section 280 

reporting requirements. Records 

provided under this routine use will be 

de-identified and may become publicly 

available on performance.gov. 

POLICIES AND PRACTICES FOR STORAGE OF

RECORDS: 

Electronic only. 

POLICIES AND PRACTICES FOR RETRIEVAL OF

RECORDS: 

Name and work email addresses. 

POLICIES AND PRACTICIES FOR RETENTION AND

DISPOSAL OF RECORDS: 

Temporary—Destroy 1 year after 

resolved, or when no longer needed for 

business use, whichever is appropriate. 

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL

SAFEGUARDS: 

Voice of the Customer (VoC) 

Customer Experience (CX) uses 

Medallia, which is a FedRAMP Software 

as a Service (SaaS) system and services 

for enterprise-wide Customer 

Experience Management (CXM). They 

are responsible for implementing the 

physical, administrative, and technical 

security/privacy controls. In addition, 

HUD employees/contractors who access 

this system must first log into the HUD 

network using their PIV card and PIN 

number. 

Medallia provides secure and 

controlled access to systems and data. 

Medallia’s data access controls and 

authorizations determine what a user 

can and cannot do after logging in. 

Medallia supports a fine-grained 

authorization model, allowing an 

administrator to grant access based on 

user groups/roles, organization 

hierarchy, and data permissions. 

Medallia also offers predefined user 

roles, automatically masking personal or 

other sensitive data, by obscuring fields 

from unauthorized users. The masking 

feature supports Health Insurance 

Portability and Accountability Act 

(HIPAA) and other regulations. 

Records are secured with the data at 

rest (AWS volume encryption is 

applied) and data in transit encryption 

(data transmission over https protocols). 

RECORD ACCESS PROCEDURES: 

Individuals requesting records of 

themselves should address written 

inquiries to the Department of Housing 

and Urban Development, 451 7th Street 

SW, Washington, DC 20410–0001. For 

verification, individuals should provide 

their full name, current address, and 

telephone number. In addition, the 

requester must provide either a 

notarized statement or an unsworn 

declaration made under 24 CFR 16.4. 

CONTESTING RECORD PROCEDURES: 

The HUD rule for contesting the 

content of any record pertaining to the 

individual by the individual concerned 

is published in 24 CFR 16.8 or may be 

obtained from the system manager. 


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Federal Register / Vol. 88, No. 191 / Wednesday, October 4, 2023 / Notices 68649 

NOTIFICATION PROCEDURES: 

Individuals requesting notification of 

records of themselves should address 

written inquiries to the Department of 

Housing and Urban Development, 451 

7th Street SW, Washington, DC 20410– 

0001. For verification purposes, 

individuals should provide their full 

name, office or organization where 

assigned, if applicable, and current 

address and telephone number. In 

addition, the requester must provide 

either a notarized statement or an 

unsworn declaration made under 24 

CFR 16.4. 

EXEMPTIONS PROMULGATED FOR THE SYSTEM: 

N/A. 

HISTORY: 

N/A. 

LaDonne White, 

Chief Privacy Officer, Office of 

Administration. 

[FR Doc. 2023–21975 Filed 10–3–23; 8:45 am] 

BILLING CODE 4210–67–P 

DEPARTMENT OF THE INTERIOR 

Fish and Wildlife Service 

[FWS–HQ–ES–2023–N035; FF09E41000 234 

FXES11130900000] 

Endangered and Threatened Species; 

Issuance of Enhancement of Survival 

and Incidental Take Permits for Safe 

Harbor Agreements, Candidate 

Conservation Agreements, 

Conservation Plans, and Recovery 

Activities; January 1, 2022, Through 

December 31, 2022 

AGENCY: Fish and Wildlife Service, 

Interior. 

ACTION: Notice. 

SUMMARY: We, the U.S. Fish and 

Wildlife Service, in accordance with the 

Endangered Species Act (ESA), provide 

a list to the public of permits issued 

under the ESA. With some exceptions, 

the ESA prohibits take of listed species 

unless a Federal permit is issued that 

authorizes or exempts the taking under 

the ESA. We provide this list to the 

public as a summary of our permit 

issuances for candidate conservation 

agreements with assurances, safe harbor 

agreements, habitat conservation plans, 

and recovery activities for calendar year 

2022. 

FOR FURTHER INFORMATION CONTACT: For 

general information about the ESA 

permit process, contact Amanda 

Murnane, via phone at 703–358–2469 or 

via email at amanda_murnane@fws.gov. 

For information on specific permits, see 

the contact information below in 

Permits Issued. Individuals in the 

United States who are deaf, deafblind, 

hard of hearing, or have a speech 

disability may dial 711 (TTY, TDD, or 

TeleBraille) to access 

telecommunications relay services. 

Individuals outside the United States 

should use the relay services offered 

within their country to make 

international calls to the point-ofcontact in the United States. 

SUPPLEMENTARY INFORMATION: We, the 

U.S. Fish and Wildlife Service, provide 

a list to the public of the permits issued 

under sections 10(a)(1)(A) and 

10(a)(1)(B) of the Endangered Species 

Act of 1973 (ESA; 16 U.S.C. 1531 et 

seq.), as amended The lists of 

10(a)(1)(A) permits are published in 

accordance with section 10(d) of the 

ESA, and the lists of 10(a)(1)(B) permits 

are published in accordance with 

chapter 16 the Habitat Conservation 

Planning Handbook, developed by the 

Service in cooperation with the National 

Marine Fisheries Service, and available 

at https://www.fws.gov/media/habitatconservation-planning-and-incidentaltake-permit-processing-handbook 

(December 21, 2016; 81 FR 93702). With 

some exceptions, the ESA prohibits take 

of listed species unless a Federal permit 

is issued that authorizes the taking, or 

the take is exempted through section 7 

of the ESA. Under section 10(a)(1)(A) of 

the ESA, we issue enhancement of 

survival permits in conjunction with 

candidate conservation agreements with 

assurances (CCAAs) and safe harbor 

agreements (SHAs). Section 10(a)(1)(A) 

also authorizes recovery permits. 

Section 10(a)(1)(B) permits authorize 

take of listed species incidental to 

otherwise lawful activities associated 

with conservation plans (also known as 

HCPs). We provide this list to the public 

as a summary of our permit issuances 

for CCAAs, SHAs, HCPs, and recovery 

permits for calendar year 2022. 

Background 

Under the authority of section 

10(a)(1)(A) of the ESA, we have issued 

enhancement of survival permits to 

conduct activities that provide a 

conservation benefit for endangered or 

threatened species, or for unlisted 

species should they become listed in the 

future, in response to permit 

applications that we received in 

conjunction with a SHA or a CCAA. 

Recovery permits have been issued 

under ESA section 10(a)(1)(A) to allow 

for take as part of activities intended to 

foster the recovery of listed species, 

typically for scientific research in order 

to understand better the species’ longterm survival needs. 

Under ESA section 10(a)(1)(B), we 

may issue permits for any taking 

otherwise prohibited by ESA section 9 

if such taking is incidental to, and not 

the purpose of, carrying out an 

otherwise lawful activity (known as an 

incidental take permit (ITP)) and the 

permit applicant submits a conservation 

plan (HCP) that meets the permit 

issuance criteria under section 

10(a)(2)(B). Typically, applicants seek 

an ITP to conduct activities such as 

residential and commercial 

development, infrastructure 

development or maintenance, and 

energy development projects that range 

in scale from small to landscape-level 

planning efforts. 

The permits associated with SHAs, 

CCAAs, HCPs, and recovery activities 

that we issued between January 1 and 

December 31, 2022, are listed below. 

Under section 10(a)(1)(A), we issued 

each permit only after we determined 

that it was applied for in good faith; that 

granting the permit would not be to the 

disadvantage of the listed species, or to 

the unlisted species should it be listed; 

that the proposed activities would 

benefit the recovery or the enhancement 

of survival of the species; and that the 

terms and conditions of the permits 

were consistent with the purposes and 

policy set forth in the ESA. 

Under section 10(a)(1)(B), we issued 

permits only after we determined that 

the applicant was eligible and had 

submitted a complete application and 

HCP that fully met the permit issuance 

criteria consistent with section 

10(a)(2)(B). 

Permits Issued 

Region 1 (Hawaii, Idaho, Oregon 

(Except for the Klamath Basin), 

Washington, American Samoa, 

Commonwealth of the Northern 

Mariana Islands, Guam, and the Pacific 

Trust Territories) 

The following permits, sorted by type 

of permit or agreement and date issued 

in the table below, were applied for and 

issued by the Regional office 

responsible for section 10 permitting in 

the States and territories listed above. 

HCPs, CCAAs, and SHAs 

For more information about any of the 

following HCP, CCAA, or SHA permits, 

contact the HCP, CCAA, or SHA permit 

coordinator at ITEOSpermitsR1ES@

fws.gov or by phone at 503–231–6131. 

Recovery Permits 

For more information about any of the 

following recovery permits, contact the 


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