1652-0044 Dhs Trip Pia

Privacy Impact Assessment Update
for the

DHS Traveler Redress Inquiry Program
(DHS TRIP)
DHS/ALL/PIA-002(a)
June 5, 2013
Lizzy Gary
Division Director, Office of Traveler Engagement
Transportation Security Administration
[email protected]
(571) 227-3357
Reviewing Official
Jonathan R. Cantor
Acting Chief Privacy Officer
Department of Homeland Security
(202) 343-1717

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Abstract
The Department of Homeland Security Traveler Redress Inquiry Program (DHS TRIP)
is a customer service web-based initiative developed as a voluntary program to provide a onestop mechanism for individuals to request redress, who make inquiries, or seek resolution
regarding difficulties they experienced during their travel screening at transportation hubs (such
as airports and train stations), or crossing U.S. borders. DHS TRIP provides traveler redress
intake and processing support while working with relevant DHS components to review and
respond to requests for redress. This PIA update is necessary because the documentation
required to resolve a request is now based upon the nature of the traveler’s complaint, rather
than the previous requirement of a traveler submitting “at least three” documents for all
requests.

Introduction
On January 17, 2006, Secretary of Homeland Security Michael Chertoff and Secretary of
State Condoleezza Rice announced the Rice-Chertoff Initiative. One objective of this initiative is
to “accelerate efforts to establish a government-wide traveler screening redress process to resolve
questions if travelers are incorrectly selected for additional screening.” DHS TRIP was created to
provide a web-based central gateway for individuals who seek to submit an inquiry regarding
difficulties they have experienced during travel, and to petition to have erroneous information
corrected. DHS TRIP coordinates and processes the intake and close-out requests for redress or
assistance, while the Department of Homeland Security (DHS) components continue to maintain
responsibility for resolving the requests.1 DHS TRIP shares information provided by individuals
seeking redress with the appropriate DHS component, as well as with other federal agencies such
as the Department of State (DoS) and Terrorist Screening Center (TSC) when necessary to
process the redress request.
To facilitate the handling of redress requests, visitors to the DHS TRIP website have the
opportunity to review a series of Frequently Asked Questions (FAQ) that are designed to address
those questions that do not require individualized responses, such as “Why does DHS screen
travelers?” or “How can travelers obtain access to information held about them?” Individuals
who do not find a response to their question or who wish to file a redress request can complete
an electronic, customized, smart form that collects the personal information necessary to process
and address their request. Appendix A of the Privacy Impact Assessment (PIA) contains a copy
of the web pages containing the information collection screens that individuals see upon visiting
1

The component redress processes are described in the PIAs for the various operational programs.

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DHS TRIP. Each individual filing a request receives an acknowledgement by email, unless his or
her request identifies a preference for a different method of communication. This communication
will include a unique control number that the individual can use to learn the status of his or her
request.
Using the smart form, DHS TRIP reviews the request and forwards it to the appropriate
DHS component or federal agency to address the request. DHS TRIP is operated and managed
by the Transportation Security Administration (TSA), with assistance from staff of various
participating components. The system maintains (1) the intake information collected from
individuals in support of their redress requests (whether submitted on the redress request smart
form or in supporting documentation submitted by mail or fax), (2) the current status of each
redress request received, and (3) information about the response to the request. Each
participating component continues to conduct and control the resolution process for redress
requests forwarded to them by DHS TRIP.

Reason for the PIA Update
The case management system used for DHS TRIP has been updated to improve tracking,
workflow, document management, interoperability, and reporting. The updated case
management system now provides more efficiency for DHS and the traveler who seeks
assistance. As a result of updating the case management system, there have been modifications
to how PII is collected, and the amount of PII collected has been minimized. The PIA is being
updated to reflect that DHS TRIP no longer requires “at least three” documents to resolve a
complaint. Instead, the DHS TRIP smart form varies the type and amount of documents
requested, depending upon the nature of the traveler’s complaint. The documentation may either
be a copy of a U.S. passport, non-U.S. Passport, or Passport Card; copies of a birth certificate,
driver’s license, immigrant/non-immigrant visa, naturalization certificate, certificate of
citizenship, government identification card, or military identification card; or another acceptable
form of identification.2 Additionally, the retention schedule for information used during the
redress process has been approved by NARA, and is included in this update.

2

A list of acceptable identification is available on the DHS.gov website at http://www.dhs.gov/step-2-how-use-dhstrip.

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Privacy Impact Analysis
The System and the Information Collected and Stored within the System
The system collects and stores information needed to assist in addressing instances of
misidentification and to authenticate the redress inquiry. The individual will be asked to submit
to DHS TRIP supporting documentation by mail or fax. The documentation may either be a copy
of a U.S. passport, non-U.S. Passport, or Passport Card; copies of a birth certificate, driver’s
license, immigrant/non-immigrant visa, naturalization certificate, certificate of citizenship,
government identification card, or military identification card; or another acceptable form of
identification depending on the nature of the traveler’s complaint.3 The documentation must be
submitted within 30 days of filing the redress request. If a birth certificate is submitted, it must
be a certified copy of the original. Depending upon the redress request, supplemental information
(in addition to the original documents submitted) may be requested later during the processing to
help the appropriate component effectively respond to the request. Supplemental information
may be shared with a DHS component or other federal agency as needed to process the redress
request. The type and amount of PII collected will depend upon the details in the documentation
provided by an individual in order to resolve his or her complaint.
Uses of the System and the Information
No change.
Retention
The information contained in the DHS TRIP system includes the information collected
from individuals in support of their redress requests, the current status of redress requests
received, and information about the resolution of the request. NARA schedule NI-563-09-8 dated
April 30, 2009, was approved on September 16, 2009, and is used cover the information
collected from individuals who avail themselves of the redress process. DHS TRIP will to retain
these records for a period of up to seven years.

Internal Sharing and Disclosure
No change.
External Sharing and Disclosure

3

Ibid.

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No change.
Notice
No change.
Individual Access, Redress, and Correction
No Change.
Technical Access and Security
No change.
Technology
No change.

Responsible Official
Lizzy Gary
Division Director
Office of Traveler Engagement
Transportation Security Administration
Department of Homeland Security

Approval Signature

Original signed and on file at the DHS Privacy Office.
Jonathan R. Cantor
Acting Chief Privacy Officer
Department of Homeland Security