Privacy Impact Assessment for the Contact Center Capability Modernization Program (C3MP)   [open pdf - 211KB]

From the Abstract: "The Department of Homeland Security (DHS) Federal Emergency Management Agency (FEMA), Office of Response and Recovery (ORR), Recovery Directorate, Individual Assistance (IA) Division, Recovery Technology Programs Division (RTPD) operates the Contact Center Capability Modernization Program (C3MP) system. The C3MP is a contact center management system designed to provide high quality support services to disaster survivors requesting assistance under the Robert T. Stafford Disaster Relief and Emergency Assistance Act (Stafford Act) during Presidentially-declared disasters. It also provides FEMA the capability to evaluate employee and contractor performance when responding to applicants' calls in order to provide improved customer service. FEMA is conducting this Privacy Impact Assessment (PIA) because the C3MP captures personally identifiable information (PII) about applicants to provide status updates regarding their disaster applications. The C3MP also gathers data about FEMA employees and contractors to monitor and enhance the quality of service provided by FEMA."

Report Number:
DHS/FEMA/PIA-043; Department of Homeland Security/Federal Emergency Management Agency/Privacy Impact Assessment-043
Public Domain
Retrieved From:
United States Department of Homeland Security: https://www.dhs.gov/
Media Type:
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