DHS/FEMA/PIA-043 Contact Center Capability Modernization Program

FEMA'S 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.

APRIL 2017

Associated SORNs:

• DHS/FEMA-008 Disaster Recovery Assistance Files System of Records, which covers the collection of disaster applicant and applicant information.
• DHS/ALL-004 General Information Technology Access Account Records System of Records, which covers the collection of registration information from FEMA employees and contractors requiring access to C3MP.
• OPM/GOVT-1 General Personnel Records System of Records, which allows coverage for personnel records used in the Workforce Management function.
• DHS/FEMA-002 Quality Assurance Recording System, which covers the collection of call recordings and screen shots for the purpose of quality assurance and training.