DHS/CBP/PIA-029 REMEDY Enterprise Services Management System

The Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP), Office of Information and Technology’s (OIT) REMEDY Enterprise Services Management serves as an intake tool for CBP technical support and customer service personnel supporting non-CBP persons from other Government agencies, state, local and federal law enforcement entities, as well as trade-related organizations requiring access to CBP-owned information technology systems. CBP previously published a Privacy Impact Assessment (PIA) discussing the use of REMEDY, both as an internal intake tool for CBP technical support as well as customer service for members of the public to submit queries related to various agency programs. CBP is updating the PIA to provide notice that REMEDY has been updated to only provide support for individuals requiring access to CBP systems or information. CBP has created various public programmatic websites to provide direct customer service support to members of the public and has removed these services from the REMEDY tool. May 2020

Associated SORN(s):

• DHS/ALL-004 General Information Technology Access Account Records System