CBP Did Not Thoroughly Plan for CBP OneTM Risks, and Opportunities to Implement Improvements Exist

Although U.S. Customs and Border Protection (CBP) responded to CBP One™ application weaknesses after implementation, it did not formally assess and mitigate the technological risks involved with expanding the application to allow undocumented noncitizens (noncitizens) to schedule appointments to present themselves for processing at Southwest Border Ports of Entry (POEs). We found that CBP did not initially consider critical factors such as the design of the CBP One™ Genuine Presence functionality, adequacy of supporting application infrastructure, sufficiency of language translations, and equity of appointment distribution. As a result, noncitizens initially using the new feature experienced application crashes, received frequent error messages, faced language barriers, and may not have always had an equal opportunity to secure an appointment.