Customer Relationship Management (CRM)

The Department of Transportation’s (DOT) Federal Motor Carrier Safety Administration’s (FMCSA) core mission is to reduce commercial motor vehicle-related crashes and fatalities. FMCSA’s Office of Registration (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 of property including hazardous materials, motor carriers of passengers, and other motor carrier-related entities in the United States (U.S.), Canada, Mexico, and other non-U.S. based carriers. To do this, FMCSA acquired Salesforce Customer Relationship Management (CRM) and Amazon Telephony, a commercial off-the-shelf, FedRAMP accredited cloud-based system CRM tool provided by the DOT Office of the Secretary (OST) to support the activities of its Contact Center program. 
This Privacy Impact Assessment (PIA) is necessary to provide information regarding the use of the CRM within the FMCSA 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 and the commercial motor vehicle industry. FMCSA is updating the PIA to reflect: (1) the system’s name change from Customer Information Registration System (CIRIS) to FMCSA Customer Relationship Management (CRM); (2) an update to the records disposition schedule; (3) an update to the System of Records Notice (SORN); (4) the transition from a contractor managed system to an FMCSA managed system; and (5) expanded system functionality.