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Privacy Act of 1974; System of Records
Plain English Summary
The Department of Housing and Urban Development (HUD) is updating its privacy records related to the 'Voice of the Customer' system. This change affects how HUD collects and analyzes customer feedback on its services. The updates include changes to where the records are kept, the reasons for maintaining them, and how they are protected. Insurance agents should be aware of these changes as they may impact how customer information is handled and reported in the future.
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Pursuant to the provisions of the Privacy Act of 1974, as amended, the Department of the Housing and Urban Development (HUD), Office of the Chief Information Officer (OCIO) and Infrastructure and Operations (IOO), is issuing a public notice of its intent to modify the Privacy Act System of Records Notice (SORN) titled "Voice of the Customer (VoC)". The Voice of the Customer (VoC) system of records, originally maintained by the Office of the Chief Financial Officer (OCFO), has been transferred to the OCIO. The VoC platform supports HUD's implementation of the Government Service Delivery Improvement Act and the Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, issued on December 13, 2021. It enables customers to provide feedback on HUD's services and allows the Department to analyze customer interactions to identify opportunities for service improvement and to build public trust. This modification updates the System Location, Authority for Maintenance of the System, Purpose, Categories of Records in the System, Record Source Categories, and Technical and Physical Safeguards. Details of these modifications are outlined in the Supplementary Information section.