Privacy Impact Assessment – Enterprise Telephone Database (ETD-1)
ETD-1 System Overview:
The Enterprise Telephone Database (ETD-1) is a data warehouse, which stores information from various systems or sources (Aspect Automatic Call Distributors, CISCO ICM, AT&T Telephone Reports, ICCE TRIS MIS, etc) regarding IRS telephone service to taxpayers. In addition to being the data repository for telephone MIS, ETD also contains custom-built reports/applications utilizing this telephone data. The primary users are Joint Operations Center (JOC) personnel, W&I and SBSE BOD Analysts both Compliance and Accounts Management; TEGE CAS Analysts, and managers at each of the IRS call sites.
System of Records Number(s):
Treasury/IRS 00.001 Correspondence Files & Correspondence Control Files
Treasury/IRS 34.047 IRS Audit Trail & 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. DNIS (Dialed Number ID Service) data of the call to the IRS. This is retained by the provider for security purposes. IRS is provided with area codes to determine caller demographics.
B. Employee username and ACD (Automated Call Distribution System) id. This is available only to first line managers to establish employee work schedules and manage locations while off-site, information they are not able to obtain from other reports.
C. Employee SEID and logon information for audit trail purposes.
D. The database of telephone operations is the repository for all contact center data, however ETD-1 extracts no personally identifiable information from these sources.
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)
The database is the repository for all contact center interactions collected from various other systems, this includes:
1) Aspect ACD
2) Intelligent Contact Manager (ICM)
3) TRIS
4) AT&T
5) SB/SE Data mart
6) WP&C
ETD-1 extracts information from all these sources and transforms the data so that the business can use the information to make resource decisions.
3. Is each data item required for the business purpose of the system? Explain.
Each data element is stored so that the business can analyze it to determine the best use of resources and provide the best possible service to the taxpayer.
4. How will each data item be verified for accuracy, timeliness, and completeness?
Data is compared daily through an automated process validating data sources against each other for accuracy and completeness.
5. Is there another source for the data? Explain how that source is or is not used.
All data comes from other sources, but ETD-1 translates all data so that it can be used as a single integrated data source.
6. Generally, how will data be retrieved by the user?
ETD-1 has a web interface for users to extract prepared reports. It is retrieved by type of report requested.
7. Is the data retrievable by a personal identifier such as name, SSN, or other unique identifier?
The data is retrievable in summary report form only by enterprise, site, application, dial-in number or category. It is not retrieved by any type of personal identifier.
Access to the Data
8. Who will have access to the data in the system (Users, Managers, System Administrators, Developers, Others)?
The web user interface is available to all IRS intranet users, who use their windows authentication to access. Others are allowed raw data access on a table by table basis, using SEID authentication.
9. How is access to the data by a user determined and by whom?
Access to the raw data is approved by the project manager based solely on impact to the system performance.
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.
The Intelligent Contact Manager, Aspect ACD, TRIS, Data-Mart and WP&C provide data for ETD-1.
11. Have the IRS systems described in Item 10 received an approved Security Certification and Privacy Impact Assessment? Yes.
12. Will other agencies provide, receive, or share data in any form with this system?
The Government Accountability Office receives a copy of the Snapshot report produced by ETD-1 each week.
Administrative Controls of Data
13. What are the procedures for eliminating the data at the end of the retention period?
ETD-1 is a data repository of statistical information, as such has no set retention requirements or limitations.
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. No.
17. Can use of the system allow IRS to treat taxpayers, employees, or others, differently? Explain.
ETD-1 allows the business to access the level of telephone service given to the taxpayer as a group and make changes to improve performance.
18. Does the system ensure "due process" by allowing affected parties to respond to any negative determination, prior to final action?
ETD-1 has no effect on due process rights of citizens.
19. If the system is web-based, does it use persistent cookies or other tracking devices to identify web visitors?
ETD-1 does not use persistent cookies to track web visitors.
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