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

CBP's Office of Information Technology’s (OIT) REMEDY Enterprise Services Management System is a technology services suite that manages: 1) information technology (IT) help desk service requests, 2) maintenance activities, system, and hardware outage support, 3) new IT system testing and evaluations, and 4) technology asset and property tracking. REMEDY also 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 IT systems. Additionally, REMEDY allows members of the public to obtain customer service assistance and submit inquiries related to benefit status, traveler redress, travel and port of entry policies, as well as agency programs. CBP is conducting this Privacy Impact Assessment because this system collects personally identifiable information (PII) about members of the public.  APRIL 2016.

Associated SORN:

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

Last Published Date: May 10, 2019
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