CASE STUDY 3 Canada Border Services Agency (CBSA) Aéroport de Montréal Vancouver International Airport

Transcription

1 CASE STUDY 3 Canada Border Services Agency (CBSA) Aéroport de Montréal Vancouver International Airport Page 1

2 Table of Contents EXECUTIVE SUMMARY CUSTOMER NAME BUSINESS CASE BUSINESS DRIVERS CERTAIN STATS AND FACTS AT YUL:... 4 O EXIT POSITIONS (ABC) SOLUTION DESCRIPTION HOW DOES THE KIOSK WORK MAY TRAVELLERS BE ASSISTED WHEN THEY ARE COMPLETING THE CBSA DECLARATION CARD? AUTHENTICITY OF A TRAVEL DOCUMENT (I.E. PASSPORT) IMPLEMENTATION OVERVIEW ROLES AND RESPONSIBILITIES The Airport Authority is responsible for: The CBSA is responsible for: RESULTS AND IMPACT CUSTOMER SATISFACTION Usage Satisfaction PHOTOS, VIDEOS LAYOUT OVERVIEW... 7 Page 2

3 EXECUTIVE SUMMARY The ABC Program uses an automated self-service-based border clearance kiosk solution (the ABC System ) to partially automate the processing of eligible travellers (Canadian citizens with a valid Canadian passport and permanent residents (PR) of Canada with a valid Canadian PR card) seeking entry to Canada. This process should eventually also be offered to American/USA citizens. The ABC Program offers a secure and viable alternative for the processing of eligible travellers by the Canada Border Services Agency (CBSA). Travellers do not have to register or pay a fee to use ABC kiosks. Benefits experienced to date include reduced queue times, less congestion at the primary inspection area and increased passenger satisfaction with border processing procedures. Border services are under the jurisdiction and responsibility of the CBSA. The passengers entering Canada at a Point of Entry (POE) are processed by the CBSA. In order to improve the fluidity of the passenger process and increase passenger throughput, certain Canadian airports have acquired an ABC System for use at their Airport; and have contracted third parties for the supply and maintenance of an ABC System. Page 3

4 1 CUSTOMER NAME Canada Border Services Agency (CBSA), Aeroport de Montreal, Vancouver International Airport 2 BUSINESS CASE BUSINESS DRIVERS ABC contributes to the CBSA's vision of service excellence and is good news for travellers and airports by reducing wait times and congestion at Canada's busiest airports. ABC also provides the Agency with more flexibility to divert resources and ensure efforts pertaining to risk management and other enforcement related activities such as targeting and roving. While ABC improves processing capacity, it does not eliminate human interaction between travellers and officers. Eligible travellers who choose to use the kiosk will continue to be verified by a CBSA officer. 2.1 Certain stats and facts at YUL: Before 2004 : 16 positions for customs Present Customs hall : 26 positions + 4 added in summer Nexus kiosks Adding more positions for more capacity is not a solution anymore, as there has been a freeze in any new hiring within Customs. A customs agent can process between pax/hr and 53 pax/hr for non- residents. Present ABC YUL deployment o 18 ABC kiosks o exit positions (ABC) o 23 traditional positions Process time : o Kiosks (ABC) : 44 pax / hr o Exit (ABC) : 250 pax / hr 3 SOLUTION DESCRIPTION 3.1 How does the kiosk work The traveller will select his or her language of choice and indicate the number of people recorded on his or her E311 declaration card (1 to 4 persons are allowed, provided they all reside at the same address). Once the travellers have inserted the Canadian passports or Canadian permanent resident cards for the whole travelling party into the document scanner, a risk assessment will be performed on each traveller. The traveller will then insert the completed E311 declaration card into the scanner and thereby declare any goods, currency and/or monetary instruments they are bringing into Canada. The kiosk retains the original E311 Declaration card. Once all documents have been scanned, a release/referral code will be printed on a separate kiosk-generated receipt which the traveller will present to a border services officer. Page 4

5 A border services officer will review the traveller's documentation and direct the travellers in accordance with local procedures. 3.2 May travellers be assisted when they are completing the CBSA declaration card? Customer service representatives and airport authority staff shall not help travellers complete their E311 declaration card. Travellers must enter their own information on the card for their family declarations (up to four travellers per card). Travellers are to ensure that the information they provided on the E311 declaration card matches the information they input at the ABC kiosk. Support airport staff is however available at the ABC kiosks area to provide assistance or answer questions about the kiosk process 3.3 Authenticity of a travel document (i.e. passport) The kiosks do not perform document authentication. The authentication is done through a manual check carried out by the BSO assigned to the document verification duties. The BSO verifies the authenticity of the document at the same time as the traveller s identity is verified. This takes place immediately following completion of the kiosk transaction. The ABC kiosks read the Machine Readable Zone (MRZ) on the Canadian passport or Permanent Resident Card. The traveller s information is checked against CBSA databases. These are the same database checks that are conducted at the regular Primary Inspection Line. All travellers processed through ABC kiosks are required to report to a BSO who performs the document verification function. The BSO is responsible for verifying and confirming the traveller s identity by examining the travel document. It is at this point that the BSO can determine the authenticity of the document and look for any indicators. As previously indicated, travellers using ABC kiosks are subject to the same enforcement checks and level of scrutiny as travellers reporting to a BSO. Every traveller using the ABC kiosk must report to the BSO performing the document verification functions to verify their identity. The BSO also looks for indicators and can refer a traveller to secondary even though the kiosk receipt may provide a code that indicates that the traveller is free to go. In addition, ABC users report to a second BSO who performs a triage function to determine whether further processing is required (e.g. cashier, agriculture, etc.). This BSO also looks for indicators and can override certain codes indicated on the kiosk receipt 4 IMPLEMENTATION OVERVIEW 4.1 Roles and responsibilities The Airport Authority is responsible for: 1. Providing infrastructure (including the ABC System, electrical and network), physical space, and maintenance for the use of the ABC Systems by the CBSA; 2. Identifying individual(s) and manager(s) responsible for the project; 3. Providing space for kiosks (in accordance with s. 6 of the Customs Act); 4. Providing a kiosk solution that conforms to the ABC Public Technical Specification as applicable to all airport authorities across Canada; 5. Seeking approval from the CBSA on any proposed changes or modifications to the kiosk functionality; 6. Conducting periodic reviews with the CBSA to ensure objectives are being met; Page 5

6 7. Conducting preventative maintenance to ensure kiosks are kept in good working order; 8. Complying with all policies and legislation relevant to the ABC Program; 9. Complying with all policies, procedures, or directives that the CBSA is implementing to address exceptional circumstances regarding issues of national/regional security and public health and which will impact the ABC Program (e.g. immediate temporary suspension of the ABC Program; limiting the use of ABC kiosks to certain flights; etc.), as determined by the competent authorities authorized by the Director General of Border Operations; and 10. Complying with the requirements of all Annexes pertaining to this agreement The CBSA is responsible for: 1. Identifying policies and procedures required to ensure the ABC Program meets the mandate of the CBSA; 2. The control and use of the ABC System; 3. Identifying individual(s) and manager(s) responsible for the development of the programmatic and technological requirements of the program; 4. Identifying an individual to take part in discussions with the AA to maintain the program and co-ordinate changes to the program; 5. Consulting with the AA prior to making any significant programmatic or technical changes; 6. Reviewing and approving any communication or training materials that the AA may develop on ABC; 7. Attending periodic meetings and presentations; 8. Conducting periodic reviews with the AA to ensure objectives are being met; 9. Providing notice to the AA of any policy change that will have a significant impact on the ABC Program; 10. Advising the AA of any policy, procedure, or directive that the CBSA is implementing to address exceptional circumstances regarding issues of national/regional security and public health and which will impact the ABC Program (e.g. immediate temporary suspension of the ABC Program; limiting the use of ABC kiosks to certain flights; etc.), as determined by the competent authorities authorized by the Director General of Border Operations; and 11. Maintaining and complying with the requirements outlined in all Annexes pertaining to this agreement. 5 RESULTS AND IMPACT 5.1 Customer satisfaction Usage Users find it very easy to use the Automated border kiosks (91% gave an evaluation of 5/7 or more and 54% gave a perfect mark of 7/7). The main element that explains why these kiosks are easy to use: the explanatory video and visual explanations (65%). the explanatory video is said to be useful by the majority of users (92%). About one-third of respondents (37%) said they had some difficulties to position their passport or to insert their custom card. Page 6

7 5.1.2 Satisfaction The ABC users are very satisfied of this overall process at customs (94% gave it an evaluation of 5/7 or more and 28% said they were extremely satisfied). Staff satisfaction is also very high (98% gave 5/7 or more, with 33% being extremely satisfied). When asked to compare their past experience entering Canada with the ABC process, the majority of respondents said the process time was much faster (88%). Almost all respondents said they would like to use this ABC process the next time they travel (94%). 6 PHOTOS, VIDEOS 6.1 Layout overview Montreal Airport Page 7