Federal Register / Vol. 80, No. 41 / Tuesday, March 3, 2015 / Notices 11531 

DEERS, other Federal agencies, VA 

Regional Offices, Veterans Benefits 

Administration (VBA) automated record 

systems, and VA Medical Centers. 

[FR Doc. 2015–04312 Filed 3–2–15; 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). 

ACTION: Notice of amendment of system 

of records. 

SUMMARY: As required by the Privacy 

Act of 1974, 5 U.S.C. 552a(e), notice is 

hereby given that the Department of 

Veterans Affairs (VA) is amending the 

system of records currently entitled 

‘‘Customer Relationship Management 

System (CRMS)–VA’’ (155VA16) as set 

forth in the Federal Register 77 FR 

72123. VA is amending the system by 

revising the System Number, System 

Location, Categories of Individuals 

Covered by the System, Categories of 

Records in the System, Safeguards, and 

System Managers and Address. VA is 

republishing the system of records 

notice in its entirety. 

DATES: Comments on this amended 

system of records must be received no 

later than April 2, 2015. If no public 

comment is received during the period 

allowed for comment or unless 

otherwise published in the Federal 

Register by the VA, the new system of 

records will become effective April 2, 

2015. 

ADDRESSES: Written comments 

concerning the proposed amended 

system of records may be submitted by: 

mail or hand-delivery to Director, 

Regulations Management (02REG), 

Department of Veterans Affairs, 810 

Vermont Avenue NW., Room 1068, 

Washington, DC 20420; fax to (202) 

273–9026; or email to http://

www.Regulations.gov. All comments 

received will be available for public 

inspection in the Office of Regulation 

Policy and Management, Room 1063B, 

between the hours of 8:00 a.m. and 4:30 

p.m., Monday through Friday (except 

holidays). Please call (202) 461–4902 

(this is not a toll-free number) for an 

appointment. 

FOR FURTHER INFORMATION CONTACT: 

Veterans Health Administration (VHA) 

Privacy Officer, Department of Veterans 

Affairs, 810 Vermont Avenue NW., 

Washington, DC 20420; telephone (704) 

245–2492. 

SUPPLEMENTARY INFORMATION: The 

System Number is changed from 

155VA16 to 155VA10NB to reflect the 

current organizational alignment. 

The System Location and the System 

Manager and Address sections are being 

amended to reflect a name change from 

Health Revenue Center to the Health 

Resource Center (HRC). 

The Categories of Individuals Covered 

by the System is being amended to 

include information concerning secure 

messaging and web chat. 

The Categories of Records in the 

System is being amended to include 

health care appointment request and 

general administrative pharmacy 

inquires. 

Safeguards, number one, is being 

amended to state that all entrance doors 

to the HRC Topeka, KS and Waco, TX 

locations require an electronic pass card 

to gain entry. Number four is being 

amended to replace the Statement of 

Commitment and Understanding with 

the Rules of Behavior. 

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 Secretary of 

Veterans Affairs, or designee, approved 

this document and authorized the 

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. Jose D. Riojas, Chief 

of Staff, approved this document on 

February 10, 2015, for publication. 

Dated: February 25, 2015. 

Jeffrey M. Martin, 

Program Manager, Regulation Policy and 

Management, Office of the General Counsel, 

Department of Veterans Affairs. 

155VA10NB 

SYSTEM NAME: 

Customer Relationship Management 

System (CRMS)—VA 

SYSTEM LOCATION: 

Records and magnetic media are 

maintained at the Health Resource 

Center (HRC), Topeka, Kansas facility or 

at another OI&T approved location. 

Magnetic media are also stored at an 

OI&T approved location for contingency 

back-up purposes. 

CATEGORIES OF INDIVIDUALS COVERED BY THE

SYSTEM: 

The records include information 

concerning telephone, secure messaging 

and web chat inquiries from Veterans, 

Veteran’s family members, members of 

the general public, VA customers, and 

VA employees. 

CATEGORIES OF RECORDS IN THE SYSTEM: 

The records may include information 

related to: 

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. 

AUTHORITY FOR MAINTENANCE OF THE SYSTEM: 

Title 38, United States Code, sections 

501(a), 1705, 1710, 1722, 1722(a), 1781 

and Title 5, United States Code, section 

552(a). 

PURPOSE(S): 

The records and information may be 

used for historical reference, quality 

assurance, training, and statistical 

reporting. 

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, 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 38 U.S.C. 7332 

and regulatory authority in 45 CFR parts 

160 and 164 permitting disclosure. 

1. The record of an individual who is 

covered by this system of records may 

be disclosed to a Member of Congress, 

or a staff person acting for the Member, 

when the Member or staff person 

requests the record on behalf of and at 

the written request of the individual. 

2. Disclosure may be made to National 

Archives and Records Administration 

(NARA) and the General Services 

Administration (GSA) in records 

management inspections conducted 

under authority of Tile, Chapter 29, of 

the Unites States Code (44 U.S.C.). 

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11532 Federal Register / Vol. 80, No. 41 / Tuesday, March 3, 2015 / Notices 

3. VA may disclose information in 

this system of records to the Department 

of Justice (DOJ), either on VA’s initiative 

or in response to DOJ’s request for the 

information, after either VA or DOJ 

determines that such information is 

relevant to DOJ’s representation of the 

United States or any of its components 

in legal proceedings before a court or 

adjudicative body, provided that, in 

each case, the agency also determines 

prior to disclosure that release of the 

records to the DOJ is a use of the 

information contained in the records 

that is compatible with the purpose for 

which VA collected the records. VA, on 

its own initiative, may disclose records 

in this system of records in legal 

proceedings before a court or 

administrative body after determining 

that the disclosure of the records to the 

court or administrative body is a use of 

the information contained in the records 

that is compatible with the purpose for 

which VA collected the records. 

4. Disclosure of relevant information 

may be made to individuals, 

organizations, private or public 

agencies, or other entities or individuals 

with whom VA has a contract or 

agreement or where there is a 

subcontract to perform such services as 

VA may deem practicable for the 

purposes of laws administered by VA, 

in order for the contractor or 

subcontractor to perform the services of 

the contract or agreement. 

5. VA may disclose, on its own 

initiative, any information in this 

system, except the names and home 

addresses of Veterans and their 

dependents, that is relevant to a 

suspected or reasonably imminent 

violation of law, whether civil, criminal 

or regulatory in nature and whether 

arising by general or program statute or 

by regulation, rule or order issued 

pursuant thereto, to a Federal, State, 

local, tribal, or foreign agency charged 

with the responsibility of investigating 

or prosecuting such violation, or 

charged with enforcing or implementing 

the statute, regulation, rule or order. VA 

may also disclose on its own initiative 

the names and addresses of Veterans 

and their dependents to a Federal 

agency charged with the responsibility 

of investigating or prosecuting civil, 

criminal or regulatory violations of law, 

or charged with enforcing or 

implementing the statute, regulation, or 

order issued pursuant thereto. 

6. Disclosure to other Federal agencies 

may be made to assist such agencies in 

preventing and detecting possible fraud 

or abuse by individuals in their 

operations and programs. 

7. VA may, on its own initiative, 

disclose any information or records to 

appropriate agencies, entities, and 

persons when (1) VA suspects or has 

confirmed that the integrity or 

confidentiality of information in the 

system of records has been 

compromised; (2) the Department has 

determined that as a result of the 

suspected or confirmed compromise, 

there is a risk of embarrassment or harm 

to the reputations of the record subjects, 

harm to economic or property interests, 

identity theft or fraud, or harm to the 

security, confidentiality, or integrity of 

this system or other systems or 

programs (whether maintained by the 

Department or another agency or entity) 

that rely upon the potentially 

compromised information; and (3) the 

disclosure is to agencies, entities, or 

persons whom VA determines are 

reasonably necessary to assist or carry 

out the Department’s efforts to respond 

to the suspected or confirmed 

compromise and prevent, minimize, or 

remedy such harm. This routine use 

permits disclosures by the Department 

to respond to a suspected or confirmed 

data breach, including the conduct of 

any risk analysis or provision of credit 

protection services as provided in 38 

U.S.C. 5724, as the terms are defined in 

38 U.S.C. 5727. 

8. 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. 

9. To disclose the information listed 

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. To disclose information to 

officials of the Merit Systems Protection 

Board (MSPB), or the Office of the 

Special Counsel, when requested 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 may be 

authorized by law. 

11. To disclose information from this 

system to the Equal Employment 

Opportunity Commission (EEOC) when 

requested 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 or 

regulation. 

12. To disclose to the Federal Labor 

Relations Authority (FLRA), including 

its General Counsel, information related 

to the establishment of jurisdiction, the 

investigation and resolution of 

allegations of unfair labor practices, or 

information in connection with the 

resolution of exceptions to arbitration 

awards when a question of material fact 

is raised; to disclose information in 

matters properly before the Federal 

Services Impasses Panel, and to 

investigate representation petitions and 

conduct or supervise representation 

elections. 

POLICIES AND PRACTICES FOR STORING, 

RETRIEVING, ACCESSING, RETAINING, AND

DISPOSING OF RECORDS IN THE SYSTEM: 

STORAGE: 

Records are stored on electronic 

media in a VA OI&T approved location. 

RETRIEVABILITY: 

Records are retrieved by name, social 

security number or other assigned 

identifiers of the individuals on whom 

they are maintained. 

SAFEGUARDS: 

1. All entrance doors to the HRC 

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 HRC 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 HRC 

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 HRC staff and VA police, 

specified custodial personnel, 

engineering personnel, and canteen 

service personnel. 

3. Access to computer rooms is 

restricted to authorized VA OI&T 

personnel and requires entry of a 

personal identification number (PIN) 

with the pass card swipe. PIN’s 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 

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Administration Center in Denver, CO; 

Consolidated Patient Accounting Center 

in Ashville, NC; and VA health care 

facilities. 

4. All HRC 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 HRC 

Information Security Officer performs 

an annual information security audit 

and periodic reviews to ensure security 

of the system. 

5. For contingency purposes, database 

backups on magnetic media are stored 

off-site at an approve VA OI&T location. 

RETENTION AND DISPOSAL: 

Electronic Service Records are purged 

when they are no longer needed for 

current operation. Records are 

maintained and disposed of in 

accordance with records disposition 

authority approved by the Archivist of 

the United States, National Archives 

and Records Administration, and 

published in the VHA Records Control 

Schedule 10–1. 

SYSTEM MANAGER(S) AND ADDRESS: 

Official responsible for policies and 

procedures: Chief Business Officer 

(10NB), VA Central Office, 1722 I St. 

NW., Washington, DC 20420. Official 

maintaining the system: Director, Health 

Resource Center, 3401 SW 21st Street 

Bldg. 9, Topeka, Kansas 66604. 

NOTIFICATION PROCEDURE: 

Individuals who wish to determine 

whether this system of records contains 

information about them should contact 

the VA facility location at which they 

are or were employed or made or have 

contact. Inquiries should include the 

person’s full name, social security 

number, dates of employment, date(s) of 

contact, and return address. 

RECORD ACCESS PROCEDURE: 

Individuals seeking information 

regarding access to and contesting of 

records in this system may write, call or 

visit the VA facility location where they 

are or were employed or made contact. 

CONTESTING RECORD PROCEDURES: 

(See Record Access Procedures 

above.) 

RECORD SOURCE CATEGORIES: 

Information in this system of records 

is provided by Veterans, Veteran’s 

family members, members of the general 

public, VA customers, and VA 

employees. 

[FR Doc. 2015–04315 Filed 3–2–15; 8:45 am] 

BILLING CODE 8320–01–P 

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