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 CBPOne™ application weaknesses after implementation, it did not formallyassess and mitigate the technological risks involved with expanding theapplication to allow undocumented noncitizens (noncitizens) to scheduleappointments to present themselves for processing at Southwest BorderPorts of Entry (POEs). We found that CBP did not initially consider criticalfactors such as the design of the CBP One™ Genuine Presencefunctionality, adequacy of supporting application infrastructure,sufficiency of language translations, and equity of appointmentdistribution. As a result, noncitizens initially using the new featureexperienced application crashes, received frequent error messages, facedlanguage barriers, and may not have always had an equal opportunity tosecure an appointment.