DHS/FEMA/PIA-035(a) Enterprise Customer Survey System (ECSS)

The Federal Emergency Management Agency (FEMA) Recovery Directorate, Reporting & Analytics Division (RRAD), Customer Survey & Analysis (CSA) Section submits this Privacy Impact Assessment (PIA) for the Enterprise Customer Survey System (ECSS). The Enterprise Customer Survey System is a new cloud-based service platform for electronic and phone surveys which supersedes the decommissioned Customer Survey & Analysis’s Customer Satisfaction Analysis System (CSAS). The Enterprise Customer Survey System collects and stores responses received through electronic questionnaires and phone surveys to assess customer satisfaction and improve FEMA services. FEMA uses the Enterprise Customer Survey System to evaluate the fairness in both access to and distribution of FEMA benefits and services. The Enterprise Customer Survey System stores FEMA employees and private citizens’ personally identifiable information (PII), which is used to conduct the Customer Survey & Analysis Section’s customer service satisfaction assessments. September 2024

Associated SORN(s):

• OPM/GOVT-1 General Personnel Records System
• OPM/GOVT-2 Employee Performance File System Records System
• OPM/GOVT-7 Applicant Race, Sex, National Origin and Disability Status Records System
• DHS/ALL-002 DHS Mailing and Other Lists System
• DHS/ALL-004 General Information Technology Access Account Records Systems (GITAARS)
• DHS/ FEMA-002 Quality Assurance Recording System
• DHS/FEMA-008 Disaster Recovery Assistance Files System
• DHS/FEMA-009 Hazard Mitigation Disaster Public Assistance and Disaster Loan Programs System
• DHS/FEMA-017 Individuals and Households Program Equity Analysis Records System