DHS/FEMA/PIA-043 Contact Center Capability Modernization Program

The U.S. Department of Homeland Security (DHS or “the Department”) Federal Emergency Management Agency (FEMA), Recovery Directorate, Individual Assistance (IA) Division, Recovery Technology Programs Division (RTPD) operates the Contact Center Capability Modernization Program system (C3MP). C3MP is a contact center management system designed to provide high quality support services to disaster survivors requesting assistance under the Robert T. Stafford Disaster Relief and Emergency Assistance Act (Stafford Act) during Presidentially declared disasters. It also provides FEMA the capability to evaluate employee and contractor performance when responding to applicants’ calls to provide improved customer service. FEMA is republishing the previous Privacy Impact Assessment (PIA), DHS/FEMA/PIA-043 Contact Center Capability Modernization Program (C3MP), to maintain transparency of FEMA’s use of the system, which has expanded to now include the Office of the Chief Information Officer (OCIO), Enterprise Service Desk (ESD), and the Office of the Chief Finance Officer (OCFO). July 2023

Associated SORNs:

• DHS/FEMA-008 Disaster Recovery Assistance Files System of Records, which covers the collection of disaster applicant and applicant information.
• DHS/ALL-004 General Information Technology Access Account Records System of Records, which covers the collection of registration information from FEMA employees and contractors requiring access to C3MP.
• OPM/GOVT-1 General Personnel Records System of Records, which allows coverage for personnel records used in the Workforce Management function.
• DHS/FEMA-002 Quality Assurance Recording System, which covers the collection of call recordings and screen shots for the purpose of quality assurance and training.