SUPPLEMENTARY INFORMATION:

This notice is in accordance with the Privacy Act requirement that agencies publish their systems of records in the Federal Register when there is a revision, change, or addition, or when the agency establishes a new system of records. The Postal Service is proposing to create one new system of records (SOR).

I. Background

This notice is in accordance with the Privacy Act requirement that agencies ( printed page 66175) publish their systems of records in the Federal Register when there is a revision, change, or addition, or when the agency establishes a new system of records.

II. Rationale for Changes to USPS Privacy Act Systems of Records

The United States Postal Service works tirelessly to bind the nation together, reaching every address and providing numerous locations to interact with the public. Given the scale of this presence, the Postal Service requires significant infrastructure to handle customer service issues that may arise from both its public interactions as well as those impacting Postal Service employees.

To that end, the Postal Service utilizes enhanced call center processes and analytics to ensure efficient, prompt, reliable resources to assist customers at every touchpoint. These analytics and processes provide a platform for documenting customer service matters, which can then be used to further train Postal Service customer service agents, creating a continuous improvement process to better serve the American public.

To support this process, the Postal Service will create this SOR to formalize call center operations and provide a means for integrating new and existing features to the call center ecosystem to better serve the American people.

III. Description of the Modified Systems of Records

Pursuant to 5 U.S.C. 552a(e)(11), interested persons are invited to submit written data, views, or arguments on this proposal. A report of the proposed revisions to this SOR has been sent to Congress and to the Office of Management and Budget for their evaluations. The Postal Service does not expect that this modified system of records will have any adverse effect on individual privacy rights. Accordingly, for the reasons stated above, the Postal Service proposes revisions included in this system of records presented in its entirety as follows:

SYSTEM NAME AND NUMBER:

USPS 830.100, Customer Call Center.

SECURITY CLASSIFICATION:

None.

SYSTEM LOCATION:

USPS Customer Experience, Headquarters and Headquarters Field Units; Integrated Business Solutions Services Centers; the National Customer Support Center (NCSC); districts, Post Offices, contractor sites; and detached mailing units at customer sites.

SYSTEM MANAGER(S) AND ADDRESS:

Chief Customer and Marketing Officer and Executive Vice President, United States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 20260.

Chief Information Officer and Executive Vice President, United States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 20260.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:

39 U.S.C. 401, 403, and 404.

PURPOSE(S) OF THE SYSTEM:

1. To improve efficiency in the customer service process by providing coaching opportunities based on call center metric data.

2. To provide performance-related data based on call center metric data.

3. To handle customer service inquiries, complaints, and other inbound matters handled by USPS.

4. To provide a dashboard to supervisors to monitor call center activity and call center agent performance and to provide upskilling and performance improvement opportunities.

5. To utilize Artificial Intelligence to support call center operations and provide customer support, and to evaluate customer interactions to perform Quality Assurance audits to ensure sufficient and accurate levels of customer service delivery.

6. To query related customer service systems to identify possible customer issues to provide proactive support.

7. To provide retail post office customers the ability to communicate with USPS through web-based phone and text functionality.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:

Individuals who call into a USPS customer service location, USPS call center employees and agents.

CATEGORIES OF RECORDS IN THE SYSTEM:

1. Employee and Agent records: Information relating to Call Center Employees and Agents, including: Name, Social Security Number, Employee Identification Number, ACE ID, phone number(s), work contact information, duty location, call center location.

2. Customer Call Center Customer records: Information relating to data submitted by customers related to their call, including: USPS Employee or Contractor Name, Work Address, Work Phone, Work Email Address, USPS Employee ID Number (EIN), USPS Employee Title, ACE ID, Finance Number, Personal Email Address, Customer Name, Customer Address, Customer Phone, Customer Email Address, Facility Name, Facility Address, Facility Information (Area, District, Finance Number), Business Partner or Supplier Name, Business or Supplier Address, Phone, Email Address, Business Customer Name, Business Customer Address, Business Customer Phone, Business Customer Email Address, Tax Identification Number, Truncated Credit Card Number, Inbound Call Center volume, Customer Social Media Information, Security Questions and Answers.

3. IT Service Desk Customer records: USPS Employee or Contractor Name, Address, Work Phone, Work Email Address, Employee ID Number (EIN), USPS Employee Title, ACE ID, Finance Number, Occupation Code, Facility Name, Facility Address, Facility Phone, Facility Email Address or Distribution List, Facility Database ID, Facility Information Facility Photographs, IP Address, Publicly Available USPS Documents, Other Account Number, Building Layouts, Business Partner or Supplier Name, Business or Supplier Address, Business or Supplier Phone, Business or Supplier Email Address, Publicly Available Information from Business Partners, USPS Account Number, Individual Photographs, Customer IP Address, Information compiled for law enforcement purposes, Communications Protected by Legal Privileges, Call volume.

4. Employee Support Call Center records: USPS Employee, Contractor, or Applicant Name, Address, USPS Employee ID Number (EIN), Finance Number, Occupation Code, USPS Personnel Records, Personal Email Address, Birth Date, Age, Gender, Race/National Origin, Marital Status, Partial or Full Social Security Number, Bank Routing and Account Numbers, Employee Medical Information, Change of Address, Occupation or Employee Title, Job Description, USPS Applicant Information.

5. Call Center Reporting Records: Agent name, Voice Alerting Number, Callback Interacting Number, Callback Waiting Number, Message Interacting Number, Message Waiting Number, Email Interacting Number, Email Waiting Number, Waiting Number, Interacting Number, Alerting Number, Connected Number, Outbound Number, Outbound Attempted Number, Outbound Connected Number, Agents Alerting Number, Agents Interacting Number, Agents Waiting Number, Busy Agents Number, Voice Interacting Number, Voice Waiting Number.

6. Web-based retail phone records: Records relating to retail-customer initiated talk and text inquiries, ( printed page 66176) questions, and services including: Caller name, caller phone, text message contents, transcribed voicemails, call logs, MMS Media, SMS Media, and customer email address.

RECORD SOURCE CATEGORIES:

Employees; employees' supervisor or manager; customers; and other systems of records.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES OF USERS AND THE PURPOSES OF SUCH USES:

Standard routine uses 1. through 11. apply.

POLICIES AND PRACTICES FOR STORAGE OF RECORDS:

Automated database, computer storage media, digital files, and paper files.

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:

Customer Call Center records are retrieved by Interaction ID.

Web-based retail phone records are retrieved by phone number and name.

POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:

1. Customer Call Center records are retained for 6 months.

2. Web-based retail phone records are retained for 10 years.

Records existing on paper are destroyed by burning, pulping, or shredding. Records existing on computer storage media are destroyed according to the applicable USPS media sanitization practice.

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:

Paper records, computers, and computer storage media are located in controlled-access areas under supervision of program personnel. Access to these areas is limited to authorized personnel, who must be identified with a badge.

Access to records is limited to individuals whose official duties require such access. Contractors and licensees are subject to contract controls and unannounced on-site audits and inspections.

Computers are protected by mechanical locks, card key systems, or other physical access control methods.

The use of computer systems is regulated with installed security software, computer logon identifications, and operating system controls including access controls, terminal and transaction logging, and file management software.

RECORD ACCESS PROCEDURES:

Requests for access must be made in accordance with the Notification Procedure below and USPS Privacy Act regulations regarding access to records and verification of identity under 39 CFR 266.5.

CONTESTING RECORD PROCEDURES:

See Notification Procedures below and Record Access Procedures above.

NOTIFICATION PROCEDURES:

Customers wanting to know if information about them is maintained in this system of records must address inquiries to the system manager in writing. Inquiries should include name, address, and other identifying information.

EXEMPTIONS PROMULGATED FOR THE SYSTEM: None.

HISTORY:

None.

91 FR 66174