Customer Insurance and Registration Information Support (CIRIS)
The Department of Transportation’s (DOT) Federal Motor Carrier Safety Administration’s (FMCSA) is a core mission is to reduce commercial motor vehicle-related crashes and fatalities. FMCSA’s Office of Registration and Safety Information (MC-RS) houses the Agency’s motor carrier and related entity registration, licensing, insurance, vetting functions, along with various customer service/contact center efforts. FMCSA receives, processes, stores, analyzes, researches, and disseminates safety, licensing and registration data for interstate and intrastate motor carriers, shippers of hazardous materials, and other motor carrier-related entities in the U.S, Canada, Mexico, and other non-U.S based carriers. To do this, FMCSA has acquired RightNow, a commercial off-the-shelf, cloud based system. Customer Relationship Management (CRM) tool to support the activities of its Customer Insurance and Registration Information Support (CIRIS) program. This Privacy Impact Assessment (PIA) is necessary to provide information regarding the use of the CRM within the MC-RS customer service program, and evaluates the privacy risks and mitigations associated with the collection, use, and maintenance of Personally Identifiable Information (PII) collected from members of the public.