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Customer Service Center System (CSCS)

Document
Privacy - FAA - CSCS - PIA - 2026.pdf

Customer Service Center System (CSCS) is a Federal Aviation Administration (FAA) Office of Finance and Management (AFN) Information Technology (IT) service management (ITSM) software ticket tracking system combined with follow-up questionnaire functionality and a reports repository providing an efficient, cost-effective set of tools for aiding the staff of the Customer Service Center (CSC) Service Desk and infrastructure administrators. CSCS is a FedRAMP authorized ServiceNow Software as a Service (SaaS) application (ServiceNow). The system is authorized under 49 United States Code (U.S.C.) § 322, 40122(g), 44 USC 3501-3521; 5 CFR Part 1320   and 40101; 40 U.S.C. § 1441 and 486c; 5 U.S.C. § 302. This Privacy Impact Assessment (PIA) is developed in accordance with Section 208 of the E-Government Act of 2002, because CSCS maintains Personally Identifiable Information (PII) on members of the public (employees and contractors from Federal agencies outside of the DOT, and members of the public). 

DOT is committed to ensuring that information is available in appropriate alternative formats to meet the requirements of persons who have a disability. If you require an alternative version of files provided on this page, please contact privacy@dot.gov.
Last updated: Wednesday, September 30, 2026