From the Abstract: "The Department of Homeland Security (DHS) United States Citizenship and Immigration Services (USCIS) operates the National Customer Service Center (NCSC) to provide nationwide telephonic assistance to customers calling with immigration service and benefit inquiries. The NCSC uses a wide variety of systems, applications, and tools as part of its call center infrastructure to ensure calls are queued and processed as quickly as possible. This Privacy Impact Assessment (PIA) discusses the USCIS systems used to operate NCSC and evaluates the privacy risks and mitigations associated with the collection, use, and maintenance of personally identifiable information (PII)."
DHS/USCIS/PIA-054; Department of Homeland Security/United States Citizenship and Immigration Services/Privacy Impact Assessment-054
U.S. Department of Homeland Security: http://www.dhs.gov/