Privacy Act of 1974: Notice of Modified System of Records for HUD Customer Relationship Management (CRM) Systems
AI-generated summary for informational purposes only. Not legal advice. See the original source for the authoritative text.
The U.S. Department of Housing and Urban Development (HUD) is updating its Privacy Act System of Records Notice for Customer Relationship Management (CRM) Systems, designated HUD/FPM-01. This modification combines and clarifies three systems—Microsoft Dynamics CRM, HUD Central, and One Stop Customer Service—used to track, route, and respond to public and stakeholder inquiries. The update adds new categories of personally identifiable information (PII) such as taxpayer ID, IP/MAC addresses, speech-to-text data, and veteran/disabled/elderly flags. It also updates system manager contacts, retention policies, and discloses the planned use of AI features within Microsoft Dynamics to generate draft case summaries and email responses, which are always reviewed by staff. The systems cover interactions with the public, Congress, media, lenders, developers, and program participants. Comments are due by May 6, 2026.
AI-generated summary. May contain errors. Refer to official sources for legal decisions.
Key Changes
- Combines One Stop Customer Service, HUD Central, and Microsoft Dynamics under single SORN HUD/FPM-01
- Adds new PII fields including taxpayer ID, IP/MAC addresses, speech-to-text, and flags for disabled/elderly/veteran
- Updates System Manager contacts with new personnel and phone numbers as of 2026
+ 3 more changes with Pro
Obligations
What this law requires
HUD must maintain and update the Privacy Act System of Records Notice (SORN) for Customer Relationship Management (CRM) Systems (HUD/FPM-01) to reflect all data collection activities, system managers, and retention policies
HUD must disclose and document all categories of personally identifiable information (PII) collected by CRM systems, including taxpayer ID, IP/MAC addresses, speech-to-text data, and veteran/disabled/elderly flags
HUD must ensure all AI-generated draft case summaries and email responses produced by Microsoft Dynamics are reviewed by staff before being sent or finalized
HUD must accept and consider public comments on this modified SORN until May 6, 2026, submitted through regulations.gov, email (privacy@hud.gov), fax (202-619-8365), or mail to the Privacy Office
HUD must maintain current contact information for System Managers: Michael Lawyer (Microsoft Dynamics/FPM), Walter Ouzts (HUD Central/FHA), and Shylon Ferry (One Stop Customer Service/PIH)