CBP to Test Streamlined Technical Assistance Requests

U.S. Customs and Border Protection has announced that it will conduct a test of the client representative technical assistance portal, a new case management system designed to provide a secure centralized location and standardized method for information capture.

CBP explains that trade members currently contact their assigned CBP client representative by phone or email to request assistance in resolving technical issues that can’t be resolved in-house. CBP notes that there is no centralized repository for the intake of this type of trade outreach and no feasible means of tracking the resolution of such matters.

CBP has therefore developed CRTAP to streamline operations by automating manual tasks and creating workflows, improve communication and collaboration throughout CBP’s Client Services Division and with the trade community, provide data analysis and measure the effectiveness of assistance provided to the trade community, and standardize the intake process for submission and resolution of technical issues.

The CRTAP test is a voluntary test that will be limited to a maximum of nine customs brokers, self-filers, software providers, foreign-trade zone operators, Automated Export System users, and/or Automated Manifest Systems users. The test will begin Dec. 4 and continue for 45 days. CBP will thereafter examine any feedback received, assess the feasibility of the CRTAP, and determine whether expanded use is warranted.