The U.S. Customs and Border Protection (CBP) has released its Fiscal Year 2024 CBP Experience (CBPX) Annual Report, highlighting significant strides in enhancing both employee and customer experiences through human-centered design and data-driven methodologies.
In FY24, CBP formally established the CBPX Division, showing its commitment to integrating human-centered design principles across its operations. This initiative aims to elevate the voices of employees and end-users, ensuring that their insights drive iterative improvements in CBP’s products and services.
An achievement detailed in the report is CBP’s collaboration with the White House and the Department of Homeland Security (DHS) on High Impact Services. This partnership focuses on enhancing critical services such as the Automated Commercial Environment (ACE), which plays a pivotal role in streamlining trade experiences. Additionally, CBP has undertaken global interoperability technology demonstrations, including a case study on pipeline oil, to bolster international trade operations.
The report also emphasizes advancements in the Trusted Traveler Programs, particularly Global Entry. CBP has introduced a future vision for Global Entry, incorporating robotic process automation to enhance efficiency. Field research conducted at Dulles Airport has provided valuable insights into improving the online experiences of Trusted Traveler Program applicants.
To further its mission, CBP has integrated usability testing into the software development processes of the Office of Information and Technology (OIT). This integration ensures that new technological solutions are user-friendly and effectively meet the needs of both employees and the public.
The CBPX Division has also prioritized data-driven approaches, developing dashboards to monitor and analyze performance metrics. This initiative supports informed decision-making and continuous improvement across CBP’s operations.
Looking ahead, CBP plans to establish a CBPX Center of Excellence in FY25 and beyond. This center will serve as a hub for best practices in human-centered design and experience enhancement, reinforcing CBP’s dedication to its mission of protecting the United States while facilitating legitimate trade and travel.
The full CBP Experience (CBPX) Annual Report for FY2024 is available on the CBP website here.
