HUD Moves Customer Feedback Database
Published Date: 7/10/2026
Notice
Summary
HUD is updating how it handles customer feedback by moving the Voice of the Customer system from one office to another and improving how it protects and uses your info. This change helps HUD better understand and improve its services while keeping your data safe. If you want to share your thoughts, you have until August 10, 2026, to comment before the update goes live.
Analyzed Economic Effects
5 provisions identified: 3 benefits, 1 costs, 1 mixed.
HUD moves customer feedback system
HUD moved the Voice of the Customer (VoC) system from the Office of the Chief Financial Officer to the Office of the Chief Information Officer and renamed it HUD/OCIO-06. The VoC system is now hosted by Qualtrics, LLC at 333 River Park Dr., Provo, UT and runs in Amazon Web Services (AWS) GovCloud US‑West.
What personal data HUD will collect
If you provide feedback to HUD, the VoC system may store your name, email address (work/personal), phone number (work/personal), ZIP code (work/home), customer feedback survey responses, and call record transcripts. The system covers Members of the Public, HUD employees, and contractors.
When HUD can share your feedback records
HUD may disclose VoC records to named recipients including the National Archives/OGIS, congressional offices (when requested by the individual), contractors and grantees for analysis or agency functions, courts and DOJ in litigation, OMB (de‑identified for Circular A‑11 reporting), and to other agencies or entities to respond to or investigate suspected or confirmed breaches. The notice lists routine uses (1) through (11) describing these disclosures.
Security steps and access controls for feedback
Qualtrics provides a FedRAMP‑authorized SaaS platform and implements role‑based access, fine‑grained authorizations, and data masking that can obscure personal data. HUD employees and contractors must authenticate via their PIV card and PIN; data are encrypted at rest (AWS volume encryption) and in transit (HTTPS).
How long HUD keeps feedback records
HUD will treat VoC customer service records as temporary and destroy them 1 year after they are resolved or when no longer needed for business use, per disposition authority DAA-GRS-2017-0002-0001. Records are maintained in electronic media only.
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Key Dates
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