Privacy Impact Assessment – Queuing Management System (Q-Matic)
Q-Matic System Overview
Field Assistance (FA) employees use Q-Matic to track detailed information about customer contacts and manage customer traffic flow. Data from Q-Matic is used to complete the Form 5311, which is transposed into Resources Management Information System (RMIS). Q-Matic is also a critical catalyst to the Field Assistance Management Inventory System (FAMIS) and Field Assistance Contract Recording (FACR). FAMIS, which is in the Pilot stage, uploads information directly from Q-Matic to eliminate manual input of direct customer service time. Q-Matic is also the trigger that initiates and terminates the audio recordation of customer/employee interaction. The data in Q-Matic is also used to generate various management reports for FA management. No taxpayer data will be present in Q-Matic at any time.
System of Records Number(s):
Treasury/IRS 36.003 - General Personnel and Payroll Records
Treasury/IRS 34.037 - IRS Audit Trail and Security Records System
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. None.
B. System captures information about employees’ work by using the system. Data elements include: employee identification number.
C. There are system logs that run tracking audit trail information including contact time, contact type, and employee login information.
D. N/A
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. Office.
B. N/A
C. Employee information is input to the system manually for contact tracking purposes. D. N/A
E. N/A
F. N/A
3. Is each data item required for the business purpose of the system? Explain.
Yes. All data items mentioned in question 2 are required to meet a business purpose of the system:
* Customer Contact type
* Customer Contact duration
* Customer wait time (in many cases)
* The employee’s Office and Manager data that is required to process Form 5311 data.
4. How will each data item be verified for accuracy, timeliness, and completeness?
Managers are responsible for verifying data on a regular basis.
5. Is there another source for the data? Explain how that source is or is not used. N/A.
6. Generally, how will data be retrieved by the user?
The data is retrieved using Q-Matic interface and/or Q-Matic Q-WIN software. Real time management screens can be used to monitor current TAC conditions (customers waiting, employee workload, etc.) and historic data can be retrieved to generate management reports.
7. Is the data retrievable by a personal identifier such as name, SSN, or other unique identifier?
Yes. Employees in each TAC have a unique login code (i.e. last 4 digits of their badge number.)
Access to the Data
8. Who will have access to the data in the system (Users, Managers, System Administrators, Developers, Others)?
Users, Managers, and designated Analysts have access to Q-Matic on a need-to-know basis.
9. How is access to the data by a user determined and by whom?
Access is determined based on the role the employee has in the Field Assistance Office. Type of access is based on a need-to-know basis determined by employee’s immediate supervisor.
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.
Yes. Customer Contact data is loaded into FAMIS, and the Business Performance Management System (BPMS).
11. Have the IRS systems described in Item 10 received an approved Security Certification and Privacy Impact Assessment?
Yes. FAMIS most recent PIA approval date is 3/23//2006. BPMS most recent PIA approval date is 6/22/2005.
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?
Intended retention period is a minimum of two years. Data is eliminated via IRM 1.15.31-1 Item number 22.
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. No.
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.
There will be no way to identify individual taxpayers. As far as employees, you will only be able to determine who is logged onto a system by their user id, but you will not be able to monitor the issue that they are working on. In addition, a Letter of Understanding with NTEU prohibits use of the system to evaluate individual performance. There are also controls in place to prevent one employee from viewing another employee’s data.
17. Can use of the system allow IRS to treat taxpayers, employees, or others, differently? Explain.
Yes. This system allows traffic management to direct customer to specific employees based on customer need and employee level of expertise/training.
18. Does the system ensure "due process" by allowing affected parties to respond to any negative determination, prior to final action?
N/A. This system does not contribute to or perform independently any type of determination.
19. If the system is web-based, does it use persistent cookies or other tracking devices to identify web visitors? No.
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