Privacy Act Notice - Customer Call Center Assistance and Satisfaction Survey Records

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Federal Register / Vol. 72, No. 147 / Wednesday, August 1, 2007 / Notices

DEPARTMENT OF COMMERCE

COMMERCE/PAT–TM–20

Patent and Trademark Office

SYSTEM NAME:

Privacy Act of 1974; System of
Records
United States Patent and
Trademark Office, Commerce.
ACTION: Notice of proposed new Privacy
Act system of records.
AGENCY:

In accordance with the
requirements of the Privacy Act of 1974,
as amended, the United States Patent
and Trademark Office (USPTO) gives
notice of a proposed new system of
records entitled ‘‘COMMERCE/PAT–
TM–20 Customer Call Center,
Assistance and Satisfaction Survey
Records.’’ We invite the public to
comment on the system announced in
this publication.
DATES: Written comments must be
received no later than August 31, 2007.
The proposed system of records will be
effective on August 31, 2007, unless the
USPTO receives comments that would
result in a contrary determination.
ADDRESSES: You may submit written
comments by any of the following
methods:
E-mail: [email protected].
Fax: (571) 273–0112, marked to the
attention of Susan Fawcett.
Mail: Susan K. Fawcett, Records
Officer, Office of the Chief Information
Officer, Customer Information Services
Group, Public Information Services
Division, United States Patent and
Trademark Office, P.O. Box 1450,
Alexandria, VA 22313–1450.
All comments received will be
available for public inspection at the
Public Search Facilities, Madison East—
1st Floor, 600 Dulany Street,
Alexandria, VA 22314.
FOR FURTHER INFORMATION CONTACT:
Manager, Patent Electronic Business
Center, SIRA, United States Patent and
Trademark Office, P.O. Box 1450,
Alexandria, VA 22313–1450, (571) 272–
2723.
SUPPLEMENTARY INFORMATION: The
United States Patent and Trademark
Office (USPTO) is giving notice of a new
system of records that is subject to the
Privacy Act of 1974. The proposed
system of records will maintain
information on individuals who request
information or assistance through the
agency’s telephone support system or
customer service centers.
The proposed new system of records,
‘‘COMMERCE/PAT–TM–20 Customer
Call Center, Assistance and Satisfaction
Survey Records,’’ is published in its
entirety below.

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POLICIES AND PRACTICES FOR STORING,
RETRIEVING, ACCESSING, RETAINING, AND
DISPOSING OF RECORDS IN THE SYSTEM:

Customer Call Center, Assistance and
Satisfaction Survey Records.

STORAGE:

SECURITY CLASSIFICATION:

RETRIEVABILITY:

Unclassified.

On electronic media.
By individual’s name or other
identifier such as e-mail address or
telephone number.

SYSTEM LOCATION:

Office of the Chief Information
Officer, United States Patent and
Trademark Office, 600 Dulany Street,
Alexandria, VA 22314.
CATEGORIES OF INDIVIDUALS COVERED BY THE
SYSTEM:

Members of the public, employees,
contractors, and other individuals
requesting information or assistance
through the agency call centers and
customer service centers.
CATEGORIES OF RECORDS IN THE SYSTEM:

Customer name, company name, email address, telephone and fax
numbers, mailing address, date and time
of contact, agent name, customer
number, description and resolution of
the problem or request, customer
contact experience and satisfaction,
service recommendations, and desire to
be contacted to discuss survey results.

SAFEGUARDS:

Maintained in areas accessible only to
authorized personnel in a building
protected by security guards during
nonbusiness hours. Systems are
password protected.
RETENTION AND DISPOSAL:

Records retention and disposal is in
accordance with the series record
schedules.
SYSTEM MANAGER(S) AND ADDRESS:

Manager, Patent Electronic Business
Center, SIRA, United States Patent and
Trademark Office, P.O. Box 1450,
Alexandria, VA 22313–1450.
NOTIFICATION PROCEDURE:

5 U.S.C. 301, 35 U.S.C. 2, and E.O.
12862.

Information may be obtained from the
Manager, Patent Electronic Business
Center, SIRA, United States Patent and
Trademark Office, P.O. Box 1450,
Alexandria, VA 22313–1450. Requesters
should provide their names in
accordance with the inquiry provisions
appearing in 37 CFR part 102 subpart B.

PURPOSE(S):

RECORD ACCESS PROCEDURES:

To carry out the duties of the USPTO
as outlined in 35 U.S.C. concerning the
dissemination of information, i.e.,
facilitating communications and
providing quality assistance services
upon individual user request. This
system serves as a controlled repository
for call center and customer data. The
USPTO also uses this information to
obtain customer feedback concerning
their service experience and the level of
satisfaction provided by the agency’s
Electronic Business Center.

Requests from individuals should be
addressed to the same address as stated
in the notification section above.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:

ROUTINE USES OF RECORDS MAINTAINED IN THE
SYSTEM, INCLUDING CATEGORIES OF USERS AND
THE PURPOSES OF SUCH USES:

See Prefatory Statement of General
Routine Uses Nos. 1–5, 9–10, and 12–
13, as found at 46 FR 63501–63502
(December 31, 1981). The USPTO may
use the information contained in this
system of records to contact customers
regarding their survey responses and
comments.
DISCLOSURE TO CONSUMER REPORTING
AGENCIES:

PO 00000

Not applicable.

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CONTESTING RECORD PROCEDURES:

The rules for access, contesting
contents, and appealing initial
determinations by the individual
concerned appear in 37 CFR part 102
subpart B. Requests from individuals
should be addressed to the same address
as stated in the notification section
above.
RECORD SOURCE CATEGORIES:

Subject individuals and those
authorized by the individual to furnish
information.
EXEMPTIONS CLAIMED FOR THE SYSTEM:

None.
Dated: July 25, 2007.
Susan K. Fawcett,
Records Officer, USPTO, Office of the Chief
Information Officer, Customer Information
Services Group, Public Information Services
Division.
[FR Doc. E7–14865 Filed 7–31–07; 8:45 am]
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