Federal Register #2026-21265

USPS proposes Customer Call Center system of records for call center operations and analytics

The United States Postal Service (USPS) is proposing a new system of records for Customer Call Center operations. - Government buyer: United States Postal Service (USPS); no sub-agency or specific office is identified. - Notice purpose: Proposes USPS 830.100, Customer Call Center, as a Privacy Act system of records. This is a records-management and privacy notice, not a procurement solicitation. - Planned uses: Centralize call center operations and support call center analytics, agent coaching and performance monitoring, quality assurance, customer service, and identification of potential customer issues. The system may also support customer contact by phone and text through web-based services. - Records covered: Information concerning call center employees and agents, customers, IT service desk interactions, employee support calls, call center reporting, and web-based phone interactions with retail customers. - OEMs and vendors: None named; no products, services, quantities, or part numbers are requested. - Procurement requirements: No requested deliverables, contract period, or procurement-specific requirements are provided. USPS invites written comments on the proposed system.

Description

The United States Postal Service proposes to create a new system of records, USPS 830.100, Customer Call Center. The system is intended to centralize and formalize USPS call center operations, support agent analytics, and improve customer service. It covers records relating to call center employees and agents, customers, IT service desk interactions, employee support calls, call center reporting, and web-based retail phone services. The notice invites written comments, and the system is scheduled to take effect November 18, 2026, unless comments lead to a contrary determination.

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