Customs and Border Protection website
CBP Creates New Position to Strengthen Customer Service at Ports of Entry

(Wednesday, August 13, 2008)

Washington, D.C. U.S. Customs and Border Protection has implemented a Passenger Service Manager program, intended to strengthen customer service and increase professionalism at U.S. ports of entry, officials announced today.

"The creation of these new positions will result in tangible improvements to the overall traveler experience without compromising our border security mission, said Office of Field Operations Assistant Commissioner Thomas Winkowski. CBP is committed to providing a welcoming environment for the one million travelers arriving daily."

CBP Passenger Service Managers will be highly visible and responsive to the traveling public, and will be the primary point of contact to address concerns or comments about the inspections process of international travelers. PSMs will provide training to managers and supervisors on customer service issues, they will collect and analyze reports concerning professionalism, and they will promote public awareness of the CBP mission through distribution of public information bulletins, brochures and comment cards; and oversee issues related to travelers requiring special processing.

For a list of local PSMs, please visit the CBP website. ( CBP Passenger Service Manager Listing ) This list will be updated as PSMs are named at each of the initial ports of entry. Area Port Directors will prominently display a Passenger Service Poster at ports of entry that includes a photograph of the local PSM and telephone number.

CBP PSMs have been implemented at ports of entry selected for the first phase of the Model Ports Initiative. The Model Ports designated for participation at this time include: Atlanta, Boston, Chicago (OHare), Dallas/Ft. Worth, Detroit, Dulles, Ft. Lauderdale, Honolulu, Houston, Los Angeles, JFK, Las Vegas, Miami, Newark, Orlando, Philadelphia, San Francisco, San Juan, Sanford, and Seattle. Additional ports of entry may be identified for participation in this program after evaluating the impact of implementation at the Model Ports.

The Model Ports initiative was originally established in 2006 as part of the Rice-Chertoff Initiative, to enhance border security with the use of the new technology while streamlining security processes and facilitating travel for legitimate visitors.

U.S. Customs and Border Protection is the unified border agency within the Department of Homeland Security charged with the management, control and protection of our nation's borders at and between the official ports of entry. CBP is charged with keeping terrorists and terrorist weapons out of the country while enforcing hundreds of U.S. laws.

go to previousprev | nextgo to next(75 of 115)

back to August 2008