HUD Updates Customer Data Systems, Seeks Public Input by May
Published Date: 4/6/2026
Notice
Summary
HUD is updating how it manages customer info by including all its Customer Relationship Management systems like One Stop Customer Service and Microsoft Dynamics. This change affects anyone who contacts or works with HUD and clarifies how data is collected, stored, and handled. You’ve got until May 6, 2026, to share your thoughts before the update goes live, with no extra costs involved.
Analyzed Economic Effects
5 provisions identified: 1 benefits, 3 costs, 1 mixed.
HUD Central collects more PII
HUD Central will collect additional personally identifiable information for inquiries, including full name, email address(es), phone number(s), fax number, user ID(s), taxpayer ID, home/work address(es), investigation report or database IP/MAC address, case number(s), property zip code(s), and speech-to-text. If you are a program participant or otherwise interact with HUD Central, these types of data may be stored about you.
Microsoft Dynamics AI aids staff
Microsoft Dynamics can use AI to generate draft case summaries and suggested email responses from existing case information and HUD's internal knowledge base, but all AI-produced drafts must be reviewed by staff before they are sent. HUD says the AI features are designed to reduce administrative burden and help staff respond more quickly and consistently.
HUD may share CRM records widely
HUD's routine uses allow CRM records to be shared with contractors, grantees, Federal, State, and local agencies, the National Archives and OGIS, congressional offices, courts, and other entities for purposes such as complaint resolution, FOIA mediation, litigation, research, program support, and breach response. HUD can also disclose records when responding to suspected or confirmed breaches to assist in preventing or remedying harm.
HUD combines all CRM systems
HUD is updating its Privacy Act system to cover all Customer Relationship Management (CRM) systems, explicitly including One Stop Customer Service, HUD Central, and Microsoft Dynamics. This change applies to anyone who contacts or does business with HUD and the updated notice becomes effective the day after the comment period ends (after May 6, 2026) unless comments change that decision.
Records kept for five years
Automated public customer service records in the CRM systems are maintained for five years. Complaints remain open until a final response is sent and records are disposed of in accordance with approved disposition instructions or five years after the disclosure for which the accountability was made, whichever is later.
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