USPS Customer Call Center records proposal (2026)
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USPS 830.100, Customer Call Center
United States — federal
Proposed Privacy Act system-of-records notice
91 Fed. Reg. 66174–66176; FR Doc. 2026-21265; authority cited: 39 U.S.C. §§ 401, 403, 404.
Published October 19, 2026; proposed new system, with conditional effectiveness November 18.[1]
November 18, 2026, unless comments received on or before that date lead to a contrary determination.[1]
October 19, 2026 — complete published Federal Register notice, pp. 66174–66176.
The USPS Customer Call Center records proposal is a proposed federal Privacy Act system of records, numbered USPS 830.100. Its stated purposes include using artificial intelligence to support call-center operations and customer support, and evaluating customer interactions for quality-assurance audits. The notice covers people calling USPS customer-service locations and USPS call-center employees and agents. It is an agency records notice, rather than a congressional AI bill.[1]
Status and timing
The notice was filed October 16, 2026 at 8:45 a.m. and published in the Federal Register on October 19. USPS proposes creating the system to formalize call-center operations and integrate new and existing features. It identifies 39 U.S.C. §§ 401, 403 and 404 as authority for maintaining the system and invites comments under 5 U.S.C. § 552a(e)(11).[1]
The published notice sets November 18, 2026 as the date on which the revisions will become effective without further notice, unless comments received on or before that date lead to a contrary determination. Comments may be submitted by email to the USPS Privacy and Records Management Office. Publication does not make the proposed system immediately effective.[1]
AI and operational purposes
The seven listed purposes include coaching and performance data derived from call-center metrics; handling inquiries, complaints and other inbound matters; supervisor dashboards and agent development; AI-supported operations, customer support and quality assurance; querying related customer-service systems for proactive support; and retail customers’ web-based phone and text communications. The notice does not specify a particular AI model or say that every listed record category will be used to train one.[1]
Records covered
The notice lists six categories: employee and agent records, customer call-center records, IT service-desk records, employee-support call-center records, call-center reporting records and web-based retail phone records. These include identifying and contact information, employee identifiers, customer security questions and answers, truncated credit-card numbers, call metrics, texts, transcribed voicemails and call logs. The employee-support category also lists medical information, bank-routing and account numbers, and demographic information. The IT service-desk category includes information compiled for law-enforcement purposes and communications protected by legal privileges.[1]
Records may come from employees, their supervisors or managers, customers and other systems of records. The notice states that standard routine uses 1 through 11 apply, without reproducing their terms in this document.[1]
Retrieval, retention and safeguards
Customer Call Center records would be retrieved by Interaction ID and retained for six months. Web-based retail phone records would be retrieved by phone number and name and retained for ten years. The notice provides for automated databases, computer media, digital files and paper files, with paper destruction by burning, pulping or shredding and digital-media destruction under USPS sanitization practices.[1]
Stated safeguards include controlled-access areas, badge identification, access limited to official duties, contractor controls and unannounced audits, physical computer-access controls, security software, logon identification, access controls and transaction logging. Requests for notification or access go in writing to the system manager, with identity verification under the cited USPS Privacy Act regulation, 39 C.F.R. § 266.5. The notice lists no promulgated exemptions for the system.[1]