DHS/USCIS/PIA-054 Enterprise Contact eXperience System

The United States Citizenship and Immigration Services, Office of Information Technology, Enterprise Infrastructure Division operates the Enterprise Contact eXperience system, which will replace the Enterprise Call Center system. The Enterprise Contact eXperience system is a cloud-based communications technology platform that provides a core common service solution to administer support for the United States Citizenship and Immigration Services External Affairs Directorate, Office of Access and Information Services, which manages the Customer Engagement Center and its initiatives. The Enterprise Contact eXperience system is centered on meeting the increased demand from the public for immigration services while modernizing the current United States Citizenship and Immigration Services call center design. This privacy impact assessment discusses the Enterprise Contact eXperience system and evaluates the privacy risks and mitigations associated with its collection, use, and maintenance of personally identifiable information. (June 2025)

Associated SORN(s):

• DHS/USCIS/ICE/CBP-001 Alien File, Index, and National File Tracking System of Records
• DHS/USCIS-007 Benefits Information System
• DHS/USCIS-010 Asylum Information and Pre-Screening System of Records
• DHS/ALL-004 General Information Technology Access Account Records System