Privacy Act Notice - Customer Relationship Management Systems

Content

ACTION:

Notice of a modified system of records.

SUMMARY:

Pursuant to the provisions of the Privacy Act of 1974, as amended, the Department of the Housing and Urban Development (HUD),
Office of Field Policy and Management (FPM) is issuing a public notice of its intent to modify the Privacy Act system of records
titled, “Customer Relationship Management (CRM)”, 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 Relationship
Management systems are designed to track, organize, route, and respond to inquiries from HUD's customers, which include members
of the public, individuals and organizations doing business with HUD, and other stakeholders who have an interest in how HUD
operates. The reason for this revised notice is to make clarifying changes within: System Manager, and Categories of Records
to update description of data collection activities performed by the One Stop Customer Service, HUD Central, and Microsoft
Dynamics systems, and Policies and Practices for Retention and Disposal for Records to add context. These updates are explained
in the “Supplementary Section” of this notice.

DATES:

Comments will be accepted on or before May 6, 2026. 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 the 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: privacy@hud.gov.

Mail: Attention: Privacy Office; Shalanda Capehart, Acting Chief Privacy Officer; Office of the Executive Secretariat; 451 7th 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:

Shalanda Capehart; 451 7th Street SW, Room 10139; Washington, DC 20410-0001; telephone number (202) 402-5085 (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:

The Department of Housing and Urban Development (HUD), Office of Field Policy and Management (FPM), is revising the Customer
Relationship Management (CRM) Systems SORN. This CRM Systems SORN combines the “One Stop Customer Service, HUD Central, and
Microsoft Dynamics” 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 covered under one SORN 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 uses Microsoft Dynamics CRM to interact with all of HUD's customers, as it represents HUD's primary presence
in field offices. The Federal Housing Administration (FHA), using HUD Central, focuses on Single-family FHA lenders and borrowers,
HUD subsidized multifamily residents, and hospital, skilled nursing, and assisted living developers and lenders. One Stop
Customer Service, housed within 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.

HUD is publishing this revised notice to reflect updates to the data collection activities performed by HUD Central, specifically
revisions to the “Categories of Records in the system” section. These updates include the collection of additional Personally
Identifiable Information (PII) to support the processing of inquiries from program participants and citizens. For Microsoft
Dynamics, the “Categories of Records in the system” section has been updated to include record categories that were previously
omitted from the published SORN. This modification also updates contact information in the “System Manager(s)” section to
reflect recent personnel changes and revises the

  “Policies and Practices for Retention and Disposal for Records” to provide additional context and ensure the section reflects
  the most current information.

Microsoft Dynamics has the ability to tie in artificial intelligence (AI) features to support staff in managing and responding
to customer inquiries more efficiently. The AI features would use existing case/service request information and the organization's
internal knowledge base to generate draft case summaries and suggested email responses. All record categories will support
resolving a contact's issue by enabling AI to summarize cases, assign priority levels, and generate draft email responses
from internal knowledgebase content, with all AI-produced drafts reviewed by staff before sending. It is designed to reduce
administrative burden, improve consistency in communications, and help staff quickly identify relevant information when resolving
customer issues. The feature is intended to support tasks and does not independently make determinations about individuals.

SYSTEM NAME AND NUMBER:

Customer Relationship Management (CRM) 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—HUD Headquarters, 451 7th Street SW, Washington, DC 20410-0001.

SYSTEM MANAGER(S):

Customer Relationship Management (Microsoft Dynamics), Office of Field Policy and Management, Michael Lawyer, Director of
Customer Service, (317) 957-7318; HUD Indianapolis Field Office, 575 North Pennsylvania St., RM 665, Indianapolis, IN 46204.

HUD Central, Federal Housing Administration, Walter Ouzts, System Manager, (202) 402-2286; HUD Headquarters, 451 7th Street
SW, Washington, DC 20410-0001.

One Stop Customer Service, Office of Public and Indian Housing (PIH), Shylon Ferry, Deputy Assistant Secretary, (202) 402-2654;
HUD Headquarters, 451 7th Street SW, 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:

Individuals, public stakeholders, partners, and individuals acting on behalf of, or affiliated with, other organizations interested
in how HUD does business.

CATEGORIES OF RECORDS IN THE SYSTEM:

Microsoft Dynamics CRM collects name, phone number, secondary phone number(s), email address(es), secondary email address(es),
home/work address(es), client type, client's company (if they are associated with HUD grantees or with external stakeholder
entities), and service request categorization, which includes primary and sub-category, along with case modifiers such as
disabled, elderly, or veteran.

HUD Central collects full name, email address(es), phone number(s), fax number, user ID(s), taxpayer ID, home/work address(es),
investigation report or database IP/MAC address, case number(s), property zip code(s), and speech-to-text.

One Stop Customer Service collects name, phone number(s), secondary phone number, email address(es), secondary email address(es),
home 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 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.

(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(s), or home/work email address(es).

POLICIES AND PRACTICES FOR RENTENTION AND DISPOSAL OF RECORDS:

Public Customer Service records the system's disposition instructions: Automated records are maintained for five years. Complaints
pending response will remain open and active until the final response is sent. Dispose of in accordance with the approved
disposition instructions for the related subject individual's records, or five years after the disclosure for which the accountability
was made, whichever is later. Obsolete records will be disposed of in accordance with the General Records Schedule (GRS) Schedule
4.2 Item 50 (NC1-64-77-1 item 27).

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 this 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. Dynamics 365 CRM will limit future AI capabilities to summarize a contact's
case history, assigning priority or triage levels based on the urgency of the issue, and generating draft email responses
drawn from internal knowledgebase content. All AI-generated outputs, including email drafts, will require human review before
being sent.

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:

Docket No. FR-7092-N-39, 89 FR 86352, October 30, 2024.

Shalanda Capehart, Acting Chief Privacy Officer, Office of Administration. [FR Doc. 2026-06609 Filed 4-3-26; 8:45 am] BILLING CODE 4210-67-P

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