Upgrading the International Arrivals Process Moderator: Speakers: Joseph Chang, Vice President, Ricondo & Associates, Inc. Jorge Duyos, President, JRD & Associates Dan Agostino, Assistant Director-Operations, Miami-Dade County Aviation Department Peter Gargiulo, Director of Strategy Management, Wayne County Airport Authority Kenneth Sava, Director of Trusted Traveler Programs, U.S. Customs and Border Protection ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015
Upgrading the International Arrivals Process Faster, Better, Complex ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015 Contact: Joseph Chang Vice President, Ricondo & Associates, Inc. j_chang@ricondo.com
Without Automated Passport Control www.aci-na.org 3
With Automated Passport Control www.aci-na.org 4
With Automated Passport Control USC Triage USC Triage ESTA APC USC APC One Stop Global Entry Verification APC Ineligible Exit Control www.aci-na.org 5
With Automated Passport Control www.aci-na.org 6
Key Performance Indicators APC Kiosk Eligibility No Kiosk 25% of Passengers 40% of Passengers Percentage of Passenger Processed 0-30 min. 30% 46% 68% 30-45 min. 84% 95% 100% 45-60 min. 100% 100% N/A Over 60 min. N/A N/A N/A Passenger Processing Time (in minutes) Average 35 30 25 95 th Percentile 53 45 37 Longest 60 53 42 www.aci-na.org 7
Key Performance Indicators Time in Process Pie Charts During Peak Hour U.S. Citizens Visitors Time through Primary 9% 2% 20% Process Time U.S. Citizens Visitors Total 0-15 min 792 688 1,480 15-30 min 85 174 259 30-45 min 14-14 Grand Total 891 862 1,753 89% 80% 13% 15% 17% 12% Time through Exit Control 43% 29% 36% 35% Process Time U.S. Citizens Visitors Total 0-15 min 136 106 242 15-30 min 258 302 560 30-45 min 378 305 683 45-60 min 119 149 268 Grand Total 891 862 1,753 www.aci-na.org 8
Key Performance Indicators International Bag Claim Utilization at Peak Period www.aci-na.org 9
Upgrading the International Arrivals Process Understanding the Passenger Experience Observations from the Field ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015 Contact: Jorge R. Duyos, P.E., PMP President, JRD & Associates jduyos@jrdandassociates.com
Broad Perspective CBP contractor to conduct passenger surveys at 25 U.S. Airports Queuing consultant for various large airports Designed FIS passenger flow with introduction of APC, MPC Working with CBP on integrating technology initiatives with customer service and optimal passenger flow www.aci-na.org 11
Optimizing Passenger Flow Collaboration Design Capacity Automation Signage Staffing Queuing Modeling www.aci-na.org 12
Optimizing Passenger Flow Sample FIS www.aci-na.org 13
What s Important to the Passenger? Most Passengers Feel Welcomed to the U.S. Most Passengers Have Been Through the Entry Process at least twice in the last two years Drivers of Satisfaction Processing Time Absolute versus Relative Welcoming CBP Officer and Entry Processing Area Informative Video on Entry Process www.aci-na.org 14
UPGRADING THE INTERNATIONAL ARRIVALS PROCESS ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015 Contact: Dan Agostino Assistant Director-Operations DAgostino@miami-airport.com
Triggers for Adopting APC Kiosks Reduce wait times Improving primary processing for eligible passengers Maximize booth processing for all remaining passengers www.aci-na.org 16
What s Involved with Implementing APC Demographics of the international arriving passengers Total costs involved APC device Infrastructure requirements O & M requirements and cost including paper and fingerprint pads Airport resource (manpower) www.aci-na.org 17
What s involved with implementing APC Location of APC kiosks Queueing Passenger flows and signage Funded by airport IT budget Method of purchase Initial 36 purchased through an existing contract with our vendor Additional contract for 144 was recently awarded though RFP Collaboration with CBP and airline stakeholders www.aci-na.org 18
Current results MIA APC 108 Total APC Kiosks 41% penetration of all arriving international passengers 66% passage granted Peak usage month 405,921 (August 2015) www.aci-na.org 19
APC Reporting www.aci-na.org 20
Further evolution needed by airports Egress to be modified from current checkpoint set up B1/B2 processing Agreed upon processing time metrics for the entire primary/baggage process www.aci-na.org 21
Upgrading the International Arrivals Process Wayne County Airport Authority ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015 Contact: Peter Gargiulo Director of Strategy Management peter.gargiulo@wcaa.us
www.aci-na.org 23
Upgrading the International Arrivals Process ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015 Kenneth Sava, Director, Trusted Traveler Programs kenneth.sava@dhs.gov
Challenges We Face The Threat Remains... while mission complexity increases and external demands accelerate. CBP is constantly refining and enhancing its anti-terrorism operations to combat evolving threats, while enforcing over 400 laws. CBP also faces new and expanded facilities and requests for additional services growth that we must plan and prepare for now. 25
Travel and Tourism Strategy Travel and Tourism Strategy TRANSFORM AND OPTIMIZE Automate forms Increase use of mobile technology Expand Trusted Traveler and Trade Programs Revolutionize Exit Control SMART STAFFING ALLOCATION Deploy 2,000 CBPOs FY15 Budget Request for +2,000 Smart Assignment of Existing Staff Baseline Current Operations ADVANCE PUBLIC-PRIVATE PARTNERSHIPS Loaned Executive Program National/Local Stakeholder Engagement Meetings Transparency of Service Level Metrics Customer Satisfaction Surveys 26
Transform and Optimize To address tremendous increases in travel, CBP continues to optimize traveler facilitation through automation, innovation, and trusted traveler programs: Over 1000 Automated Passport Control (APC) kiosks in 34 locations. Global Entry is at 53 airports and over 3.3 million travelers have Global Entry Benefits. Global Entry expansion- Germany, Netherlands, South Korea, Mexico, Panama. Canada via the NEXUS program. Launch with the United Kingdom possibly before the end of 2015. Pilot programs with Qatar, Saudi Arabia, Israel. Working to implement Singapore, Peru, Colombia. Increase officer use of mobile technologies to maximize efficiencies. Mobile Passport Control (MPC) has been developed and is in a pilot phase. Elimination of paper CBP customs declaration and streamlined test of the exit at CBP facilities. 27
Global Entry Designed to expedite CBP processing for pre-approved, lowrisk trusted travelers by providing dedicated inspection processes. Allows CBP to focus on unknown, potentially higher risk travelers. Participation is voluntary. Fee based. All applicants are subject to background checks, collection of biometrics, and interview with CBP officer. Database checks performed every 24 hours and at each arrival into the US. 28
Automated Passport Control (APC) 29
Automated Passport Control Automated Passport Control (APC) allows a traveler(s) to submit biographic and passport information to CBP for real time vetting prior to speaking with a CBP Officer. The goal of APC is to shift administrative processing to the passenger, allowing CBP Officers to focus on identity verification, admissibility, questioning to determine purpose and intent. APC is available to U. S. Citizens, U.S. Lawful Permanent Resident, Canadians, Visa Waiver/ESTA travelers, Visitor visas (B1/B20 and airline crewmembers. APC is a partnership- and requires airport/airline involvement in the CBP area. 30
The APC Concept U. S Customs and Border Protection Traditional Primary Line CBP Officer Sequential Processing Simultaneous Processing 31
Upgrading the International Arrivals Process Questions ACI-NA Annual Conference & Exhibition Long Beach, California October 4, 2015