[Federal Register Volume 78, Number 53 (Tuesday, March 19, 2013)]
[Notices]
[Pages 16837-16839]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-06263]
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DEPARTMENT OF COMMERCE
United States Patent and Trademark Office
Privacy Act of 1974; System of Records
AGENCY: United States Patent and Trademark Office, Commerce.
ACTION: Notice of amendment of Privacy Act system of records.
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SUMMARY: In accordance with the requirements of the Privacy Act of
1974, as amended, the United States Patent and Trademark Office (USPTO)
is amending the system of records currently listed under ``COMMERCE/
PAT-TM-20 Customer Call Center, Assistance and Satisfaction Survey
Records.'' This action is being taken to
[[Page 16838]]
update the Privacy Act notice. We invite the public to comment on the
amendments noted in this publication.
DATES: Written comments must be received no later than April 18, 2013.
The amendments will become effective as proposed on April 18, 2013,
unless the USPTO receives comments that would result in a contrary
determination.
ADDRESSES: You may submit written comments by any of the following
methods:
Email: [email protected]. Include ``Privacy Act
PAT-TM-20 comment'' in the subject line of the message.
Fax: (571) 273-1180, marked to the attention of Richard
Fernandez.
Mail: Richard Fernandez, Office of Patent Information
Management, United States Patent and Trademark Office, P.O. Box 1450,
Alexandria, VA 22313-1450.
Federal Rulemaking Portal: http://www.regulations.gov.
All comments received will be available for public inspection at
the Federal rulemaking portal located at www.regulations.gov.
FOR FURTHER INFORMATION CONTACT: Richard Fernandez, Office of Patent
Information Management, United States Patent and Trademark Office, P.O.
Box 1450, Alexandria, VA 22313-1450, (571) 272-1180.
SUPPLEMENTARY INFORMATION: The United States Patent and Trademark
Office (USPTO) is giving notice of an amendment to a system of records
that is subject to the Privacy Act of 1974. This system of records
maintains information on individuals who request information or
assistance through the agency's telephone support system or customer
service centers. The Privacy Act notice is being updated with the
current office information for the system manager. The description of
the routine uses of records maintained in the system has been updated
to include use in law enforcement, audits and oversight activities, and
distribution to contractors, all uses commonly published in other
agency system of records notices.
The amended Privacy Act system of records notice, ``COMMERCE/PAT-
TM-20 Customer Call Center, Assistance and Satisfaction Survey
Records,'' is published in its entirety below.
COMMERCE/PAT-TM-20
System name:
Customer Call Center, Assistance and Satisfaction Survey Records.
Security classification:
Unclassified.
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.
Authority for maintenance of the system:
5 U.S.C. 301, 35 U.S.C. 2, and E.O. 12862.
Purpose(s):
To carry out the duties of the USPTO as outlined in 35 U.S.C. 2
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.
Routine uses of records maintained in the system, including categories
of users and the purposes of such uses:
The USPTO may use the information contained in this system of
records to contact customers regarding their survey responses and
comments.
In addition to the routine uses in the Prefatory Statement of
General Routine Uses, Nos. 1-5, 9-10, and 12-13, as found at 46 FR
63501-63502 (December 31, 1981):
(1) Routine uses will include disclosure for law enforcement
purposes to the appropriate agency or other authority, whether federal,
state, local, foreign, international or tribal, charged with the
responsibility of enforcing, investigating, or prosecuting a violation
of any law, rule, regulation, or order in any case in which there is an
indication of a violation or potential violation of law (civil,
criminal, or regulatory in nature).
(2) Routine uses will include disclosure to an agency,
organization, or individual for the purpose of performing audit or
oversight operations as authorized by law, but only such information as
is necessary and relevant to such audit or oversight function.
(3) Routine uses will include disclosure to contractors and their
agents, grantees, experts, consultants, and others performing or
working on a contract, service, grant, cooperative agreement, or other
work assignment for the USPTO, when necessary to accomplish an agency
function related to this system of records. Individuals provided
information under this routine use are subject to the same Privacy Act
requirements and limitations on disclosure as are applicable to the
USPTO employees.
Disclosure to consumer reporting agencies:
Not applicable.
Policies and practices for storing, retrieving, accessing, retaining,
and disposing of records in the system:
Storage:
On electronic media.
Retrievability:
By individual's name or other identifier such as email address or
telephone number.
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
records schedules.
System manager(s) and address:
Manager, Patent Electronic Business Center, Office of Patent
Information Management (OPIM), United States Patent and Trademark
Office, P.O. Box 1450, Alexandria, VA 22313-1450.
Notification procedure:
Information about the records contained in this system may be
obtained by sending a request in writing, signed, to the system manager
at the address above or to the address provided in 37 CFR 102 subpart B
for making inquiries about records covered by the Privacy Act.
Requesters should provide their name, address, and record sought in
accordance with the procedures for making inquiries appearing in 37 CFR
102 subpart B.
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Record access procedures:
Requests from individuals should be addressed as stated in the
notification section above.
Contesting record procedures:
The general provisions for access, contesting contents, and
appealing initial determinations by the individual concerned appear in
37 CFR 102 subpart B. Requests from individuals should be addressed 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: March 14, 2013.
Susan K. Fawcett,
Records Officer, USPTO, Office of the Chief Information Officer.
[FR Doc. 2013-06263 Filed 3-18-13; 8:45 am]
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