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[Federal Register Volume 89, Number 210 (Wednesday, October 30, 2024)]
[Notices]
[Pages 86352-86354]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-25137]

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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-7092-N-39]

Privacy Act of 1974; System of Records

AGENCY: Office of Administration, HUD.

ACTION: Notice of a new system of records.

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SUMMARY: Pursuant to the provisions of the Privacy Act of 1974, as 
amended, the Department of the Housing and Urban Development (HUD), 
proposes a new Privacy Act System of Records titled, Customer 
Relationship Management, to include all ``Customer Relationship 
Management'' systems in use by HUD. This notice incorporates the One 
Stop Customer Service, HUD Central, and Microsoft Dynamics systems. 
HUD's Customer Relation Management systems are designed to track, 
organize, rout, and respond to HUD's customer, which includes members 
of the public, individuals or organizations doing business with HUD, 
and other stakeholders who have an interest in how HUD operates.

DATES: Comments will be accepted on or before November 29, 2024. 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: Interested persons may submit comments, identified by docket 
number or by one of the following methods:

[[Page 86353]]

    Federal e-Rulemaking Portal: http://www.regulations.gov. Follow the 
instructions provided on that site to submit comments electronically.
    Fax: 202-619-8365.
    Email: [email protected].
    Mail: Attention: Privacy Office; LaDonne White, Chief Privacy 
Officer; Office of 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 20410-0001; 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/telecommunications-relay-service-trs.

SUPPLEMENTARY INFORMATION: This Customer Relationship Management 
Systems SORN, combines The One Stop Customer Service, Microsoft 
Dynamics CRM, and HUD Central documenting the use of Customer 
Relationship Management systems to manage, track, route, and respond to 
interactions with all customers, stakeholders, partners, and 
organizations who initiate a customer service interaction with the 
Department. These customer relationship management systems are being 
combined as one system of record notification because they serve the 
same purpose, have the same authorization language, and function to 
provide customer service to HUD's customers. The Office of Field Policy 
and Management, used Microsoft Dynamics, and interacts with all of 
HUD's customers as they are the main presence in every HUD field 
office. The Federal Housing Administration, using HUD Central, focuses 
on Single-family FHA lenders and borrowers, HUD subsidized multifamily 
residents, and Hospital Skilled Nursing, Assisted Living developers and 
lenders. One Stop Customer Service, in the Office of Public and Indian 
Housing's Real Estate Assessment Center, focuses on technical 
assistance and program protocols for inspectors of HUD funded assets.

SYSTEM NAME AND NUMBER:
    Customer Relationship Management Systems HUD/FPM-01.

SECURITY CLASSIFICATION:
    Unclassified.

SYSTEM LOCATION:
    The files are maintained at the following locations: Microsoft 
Dynamics CRM--Microsoft AzureGov Virginia datacenter, 101 Herbert 
Drive, Boydton, VA, 23917; HUD Central--HUD Salesforce General Support 
System (GSS) in the Salesforce Government Cloud environment; One Stop 
Customer Service--Department of Housing and Urban Development, 451 
Seventh Street SW, Washington, DC 20410.

SYSTEM MANAGER(S):
    Microsoft Dynamics CRM, Office of Field Policy and Management, Tony 
Hebert, Director of Data, Technology, and CX, (678) 732-2075, 77 
Forsyth Street SW, Atlanta GA, 30303.
    HUDCentral, Federal Housing Administration, Walter Ouzts, (202) 
402-2286, U.S Department of Housing and Urban Development, 451 7th 
Street SW, Washington, DC 20410-0001.
    One Stop Customer Service, Office of Public and Indian Housing 
(PIH), Ashley Leia Sheriff, Deputy Assistant Secretary, Real Estate 
Assessment Center, 202-402-4162, 550 12th Street SW, Suite 100, 
Washington, DC 20410-0001.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
    Section 2 of The Department of Housing and Urban Development Act of 
1965, 42 U.S.C. 3531, Executive Order 12160 and the Housing and 
Community Development Act of 1974, Public Law 93-383.; Executive Order 
14058; Executive Order 13571 Executive Order 12862

PURPOSE(S) OF THE SYSTEM:
    The purpose of these systems is to manage, track, route, and 
respond to interactions the Department has with the public, 
stakeholders, partners, and other organizations interested in how HUD 
does business, such as advocacy groups, professional organizations, 
congress, and the media.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    For all three systems Individuals, public stakeholders, partners, 
and other organizations interested in how HUD does business.

CATEGORIES OF RECORDS IN THE SYSTEM:
    Microsoft Dynamics CRM collects name, phone number, secondary phone 
number, email, secondary email and address.
    HUD Central collects name, phone number, secondary phone number, 
email address, secondary email address, account number and taxpayer ID 
number.
    One Stop Customer Service collects name, phone number, secondary 
phone number, email secondary email, address, and account number.

RECORD SOURCE CATEGORIES:
    Members of the public for all three systems.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND PURPOSES OF SUCH USES:
    (1) To public and private counseling agencies; building 
associations; developers; financial institutions holding HUD-insured 
mortgages; Federal, State and local government offices; Consumer 
Protection agencies; Public Housing Agencies; and State and local real 
estate and planning Commissions for the purpose of assisting in the 
resolution of a complaint.
    (2) 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.
    (3) 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.
    (4) To contractors, grantees, experts, consultants, Federal 
agencies, and non-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

[[Page 86354]]

that affect the rights, benefits, or privileges of specific 
individuals. The results of the matched information may not be 
disclosed in identifiable form.
    (5) 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.
    (6) To contractors, experts and consultants with whom HUD has a 
contract, service agreement, assignment or other agreement with the 
Department, when necessary to utilize relevant data for the purpose of 
testing new technology and systems designed to enhance program 
operations and performance.
    (7) To appropriate agencies, entities, and persons when: (1) HUD 
suspects or has confirmed that there has been a breach 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, HUD (including 
its information systems, programs, and operations), the Federal 
Government, or national security; and (3) 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..
    (8) 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 in (1) responding to 
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) 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.
    (10) 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: 
(1) HUD, or any component thereof; or (2) any HUD employee in his or 
her official capacity; or (3) any HUD employee in his or her individual 
capacity where HUD has agreed to represent the employee; or (4) the 
United States, or any agency thereof, where HUD determines that 
litigation is likely to affect HUD or any of its components. 8
    (11) 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: (1) HUD, or any component thereof; or (2) any HUD 
employee in his or her official capacity; or (3) 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 (4) the United States, or any agency thereof, where HUD determines 
that litigation is likely to affect HUD or any of its components.

POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
    Electronic.

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    Individual records for all three systems can be retrieved by name, 
phone number, or email address.

POLICIES AND PRACTICIES FOR RENTENTION AND DISPOSAL OF RECORDS:
    Public Customer Service records. The system's disposition 
instructions: destroy 1 year after resolved, or when no longer needed 
for business use, whichever is appropriate.

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
    The systems can only be accessed through HUD's Office 365 
environment, using all the security safeguards the Department uses for 
its current operating system. Users must have a HUD authorized account, 
which HUD authorizes with employment and deactivates once the employee 
leaves the Department. Customer Relationship Management data is 
available to employees on a need-to-know basis and systems use role-
based security to restrict access to these data. Access to data is 
granted by an Administrative Security Officer through the Department's 
secure application access system. Role-based security limits the amount 
of accessible data to only that permissible by the security role.

RECORD ACCESS PROCEDURES:
    Individuals requesting records of themselves should address written 
inquiries to the Department of Housing Urban and 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.

NOTIFICATION PROCEDURES:
    Individuals requesting notification of records of themselves should 
address written inquiries to the Department of Housing 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:
    None.

HISTORY:
    None.

Ladonne White,
Chief Privacy Officer, Office of Administration.
[FR Doc. 2024-25137 Filed 10-29-24; 8:45 am]
BILLING CODE 4210-67-P
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