Privacy Impact Assessment – e-help Desk
e-Help Desk System Overview
e-Help Desk utilizes the PeopleSoft Customer Relations Management software to document calls from customers using the IRS eFile and eServices products. Information about the caller, the nature of the call, and the resolution are documented. The information is entered by Assistors located in the four e-Help Desk sites. Calls that cannot be answered on the first contact are left open and tracked in the system until the resolution is resolved. The data are used to provide formal tracking and reporting of all issues and call types into a common database. Management reviews reports to determine types of problems and ways to improve service. The application is used to standardize processes and procedures.
System of Records Number(s)
Treasury/IRS 00.001 Correspondence Files (including Stakeholder Relationship files) and Correspondence Control Files
Treasury/IRS 22.062 Electronic Filing Records
Treasury/IRS 34.037 IRS Audit Trail and Security Records System
Treasury/IRS 36.006 General Personnel and Payroll Records
Data in the System
1. Describe the information (data elements and fields) available in the system in the following categories:
A. Taxpayer
B. Employee
C. Audit Trail Information (including employee log-in info)
D. Other (Describe)
A. e-Help Desk does not contain any individual taxpayer data.
B. e-Help Desk contains the name of the employee assigned to the case. Employee authentication information is not collected.
C. The system the application resides on collects the employee log-in information. Each user has a user ID and password that is unique to PeopleSoft. PeopleSoft requires a user ID and password.
D. e-Help Desk contains five Business Units (Individual, Business, Self Employment, eServices, Share), EFIN (Electronic Filing Identification Number) and/or ETIN (Electronic Transmitter Identification Number), and eCase Number. It contains the following Customer Information: Customer (Firm Name), Representative (Firm’s designated contact(s)), Customer Phone Number, Customer Email Address, Representative Phone Number, Representative Extension, Representative Email Address, Customer EFIN, Customer ETIN, BMF Role ID, BMF Suspense Indicator, Customer Email Type, Customer Phone Type, Customer Contact Method, Customer Contact Details, Security Letter Indicator, Home Status, App Status, and T/P Mode. It contains the following Problem Information: Product, Problem Type, Summary, Description, eCase Type, Priority, eCase Status, Provider Group, Severity, Source, and Assigned To. It contains the following Product information: Installed Product ID, and Description.
2. Describe/identify which data elements are obtained from files, databases, individuals, or any other sources.
A. IRS
B. Taxpayer
C. Employee
D. Other Federal Agencies (List agency)
E. State and Local Agencies (List agency)
F. Other third party sources (Describe)
A. All data elements except the Product, Problem and Resolution information are obtained from TPDS (Third Party Data Store.
B. e-Help Desk does not contain any individual taxpayer data. The Business Unit, EFIN or ETIN, Customer Information, and Problem Information are related to and obtained from the customers.
C. e-Help Desk contains the name of the employee assigned to the case and the name of the caller.
No other Federal agencies provide data for e-Help Desk.
D. No State or Local Agencies provide data for e-Help Desk.
E. No other third party sources provide data for e~Help Desk.
3. Is each data item required for the business purpose of the system? Explain.
The data items are needed to determine the resolution to the customer’s problem. All data necessary to correct the problems are collected. If certain data items are not known (for example EFIN or ETIN) “unregistered caller” is entered instead.
4. How will each data item be verified for accuracy, timeliness, and completeness?
e-Help Desk has reports in place to identify unresolved calls. The reports are used to verify accuracy and completeness.
Reports will be reviewed by the Project Manager, Development Manager, the Managers of the individual e~Help desks and an Analyst. The outcome will be to identify:
* Training issues - Does the Assistor understand how to work PeopleSoft and is the information entered correctly.
* SLA compliance - We will have SLAs in place with MITS. Part of the SLA will state the timeframes in which they are to resolve problems and they are to verify with the e~Help Desk that every problem is resolved before the ticket is closed.
* Trend Analysis - What are our top ten calls related to and what can we do to either educate the public better or change our processes so it's easier.
* Resolution DataBase - We will review reports to determine if the Resolution database solutions are effective in resolving problems. If not, changes will be made to the resolutions.
Updates are received weekly from TPDS to ensure accurate data.
5. Is there another source for the data? Explain how that source is or is not used. No
6. Generally, how will data be retrieved by the user?
Data is generally retrieved by eCase Number or EFIN/ETIN.
7. Is the data retrievable by a personal identifier such as name, SSN, or other unique identifier?
e-Help Desk contains no individual taxpayer data. Data can be retrieved by Employee Name and by Customer or Representative Name. Data is also retrieved by EFIN or ETIN and business EIN.
Access to the Data
8. Who will have access to the data in the system (Users, Managers, System Administrators, Developers, Others)?
e-Help Desk will be accessed via the Intranet by SB/SE and W&I e-help employees in Andover, Cincinnati, Ogden, and Austin Submission Processing Centers. System Administers will have access to the data as well as the Project Manager, Project Manager, and analysts.
9. How is access to the data by a user determined and by whom?
Access to the data is determined by the manager based on a user’s position and need-to-know. The manager will request a user be added by filling out Form 5081, Information System User Registration/Change Request. A user’s access to the data terminates when it is no longer required. Criteria, procedures, controls, and responsibilities regarding access are documented in the Information Systems Security Rules on Form 5081.
10. Do other IRS systems provide, receive, or share data in the system? If YES, list the system(s) and describe which data is shared. If NO, continue to Question 12.
No. The Product, Problem and Resolution information data comes from the customer’s telephone call. Additional data elements are obtained from TPDS (Third Party Data Store).
11. Have the IRS systems described in Item 10 received an approved Security Certification and Privacy Impact Assessment? N/A
12. Will other agencies provide, receive, or share data in any form with this system? No
Administrative Controls of Data
13. What are the procedures for eliminating the data at the end of the retention period?
Data is kept on-line in the system for the current filing season. Each eCase is retained on the system for the current filing season. After the filing season, the data is archived off, retained for one year, and then destroyed.
14. Will this system use technology in a new way? If "YES" describe. If "NO" go to Question 15. No
15. Will this system be used to identify or locate individuals or groups? If so, describe the business purpose for this capability.
e-Help Desk contains no individual taxpayer data. It has the capability to identify or locate Customer or Representative names only.
16. Will this system provide the capability to monitor individuals or groups? If yes, describe the business purpose for this capability and the controls established to prevent unauthorized monitoring.
e-Help Desk contains no individual taxpayer data. It has the capability to monitor the resolution to customers’ problems only. It cannot track cases that employees access.
17. Can use of the system allow IRS to treat taxpayers, employees, or others, differently? Explain.
e-Help Desk contains no individual taxpayer data. e~Help Desk contains data on the resolution to customers’ problems. All Customers and Representatives will be treated equally. e~Help Desk contains the employee name assigned to a case. The data is not used for evaluative purposes. Management has stated that they will not use this system for evaluative purposes in negotiations with NTEU.
18. Does the system ensure "due process" by allowing affected parties to respond to any negative determination, prior to final action?
e-Help Desk does not have the capability to make determinations about individuals.
19. If the system is web-based, does it use persistent cookies or other tracking devices to identify web visitors?
e-Help Desk is a web-based application. User integrity is maintained through authentication and validation. User Audit Trails are incorporated in the system. e-Help Desk does not use persistent cookies.
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