We’re here to announce a new initiative, one that will achieve the highest level of professionalism in the workforce of U.S. Customs and Border Protection, CBP. The measures I will outline today will serve to strengthen CBP’s tradition of excellence.

Professionalism Pledge to Travelers

U.S. Customs and Border Protection was created just 18 months ago, as the single, unified border agency of the federal government, within the Department of Homeland Security. CBP combines the inspectional workforces from the former INS, the Customs Service, Animal and Plant Health Inspection Service with the entire Border Patrol into one agency to manage, control, and protect the borders of our Nation. One border agency for all purposes – immigration, customs, agriculture inspection and anti-terrorism.

Our unification as one border agency began in March, 2003, but it came to fruition recently within the last few weeks (on July 25th, 2004) when all former Customs and Immigration inspectors at our ports of entries were converted into a new position, the position of “CBP Officer.” Nearly 20,000 inspectors at our ports of entry-- at our airports, seaports and land borders -- became CBP Officers. This is the single most important step we’ve taken to unify as one agency and to help us accomplish our priority homeland security mission--keeping the terrorists and terrorist weapons out of our country.

I don’t mean to break news, but – No agency in the federal government, -- not the FBI or any other agency – is more important to preventing a terrorist attack in the United States than Customs and Border Protection – than CBP, -- the unified border security agency of our government.

Because the best way to prevent further terrorist attacks in our country is to prevent the terrorists from getting into our country in the first place.

CBP Officers are “the guardians of our borders,” yet we are also the face of our Nation to all who enter through our portals, our ports of entry. We interact with more than 400 million travelers we encounter annually. While we must, and will, secure our border against terrorists, we must treat all travelers professionally and courteously. The vast majority of people who seek entry into the United States, be they returning citizens, legal immigrants or non-immigrant aliens are law abiding and prevent no threat whatsoever.

The overwhelming majority of U.S. Customs and Border Protection Officers discharge their duties in an exemplary manner. I am proud of the hard work, dedication, and commitment our employees have shown in forging our new agency and its traditions, and in protecting – day in and day out – our homeland.

In recent months, though, it has come to my attention that a couple of our officers have forgotten that, while they must secure our borders, they are also “ambassadors” at our borders. Isolated incidents of rude and hostile conduct reflect poorly on our agency, and our country – and they are inconsistent with CBP law enforcement professionalism.

These incidents do not reflect the vast majority of the CBP frontline officer corps. I know that the vast majority of U.S. Customs and Border Protection Officers are courteous and professional even when provoked, --as they are on occasion by remarks made by intemperate passengers.

Yes – even one incident of rude or hostile conduct tarnishes the image of CBP, and gives our country a black eye. Even one instance of rude behavior is too many –

Although we are a new agency, U.S. Customs and Border Protection will be the best, most professional border security and enforcement agency in the world, and that is why I’m announcing today, a bold new initiative:

CBP’s Professionalism Initiative.

My first step to implement this initiative is to empower CBP Officers and Supervisors at the ports of entry with discretion. Discretion on the front lines is important to address technical immigration violations, and parole no-risk travelers into the U.S., so that CBP Officers can focus on those who may present a terrorist threat. I have delegated discretion to the port level, and I have directed that individuals who do not pose any risk-- who are not a potential terrorist or criminal threat, and who are not likely to remain in the U.S. illegally, be paroled – that is permitted to enter the U.S.

On the other hand, discretion is always to be exercised to deny entry, -- whenever the law permits – to those who pose a security threat to our country.

To make sure that this discretion is being appropriately used, we have created “jump teams” that have begun traveling to our ports of entry. These teams are making sure that port directors and officers are using their discretion in accordance with National CBP policy. These teams are observing primary and secondary operations, and reviewing the exercise of discretion to make sure we’re keeping potential terrorists and criminals out, but allowing in those who pose no risk whatsoever.

At CBP, professionalism means treating people courteously and with respect. As part of the professionalism initiative, we have established a code of conduct that all officers must abide by. Our code of conduct makes clear that rude or discourteous behavior is not permitted.

Professionalism means acting courteously and treating all people who pass through our ports of entry with dignity and respect. America is a welcoming nation. It always has been and still is. CBP officers will welcome those legitimate travelers who come to visit the United States-and then will welcome home American citizens returning from abroad. That is part of the professionalism and courtesy that I’m talking about.

In addition, as part of the professionalism initiative, we are providing our CBP officers with the training they need to protect our borders, but to do so with courtesy and the utmost professionalism.

We have started holding weekly musters for field personnel on professionalism to better prepare them to handle, even the most difficult and demanding situations. To respond with equanimity and courtesy, even when provoked. That is the hallmark of a CBP professional.

But we are doing more!

In the near future over the next couple of months, all uniformed CBP Officers will receive a Professionalism Training course, and this training will become a permanent part of the CBP Officer Basic Training program.

Each year, our CBP officers will be required to complete a training and refresher course on professionalism.

At the national level, we are restructuring our procedures for complaint tracking. We will ensure that each complaint is reviewed and the appropriate action taken by our port directors and supervisors in the field.

CBP is also establishing performance measures for professionalism, and a permanent Professionalism Board to oversee this initiative.

We are also reaching out to the traveling public. We have instituted a Pledge to Travelers:

Posters -- like this one beside me today -- articulate CBP’s “Pledge to Travelers,” and will be prominently displayed at airports and other ports of entry. We want passengers to understand that they can expect to be treated with respect and courtesy.

As part of our initiative, we are also establishing passenger service representatives to be available to the traveling public, to make sure that our officers are performing their duties professionally and with the courtesy and welcoming spirit, that is the hallmark of CBP professionalism.

We can be professional and courteous – and, at the same time, aggressively perform our anti-terrorism mission.

U.S. Customs and Border Protection has a great responsibility to protect our country against the terrorist threat, but we’ve also been given an unprecedented opportunity to develop a “new tradition” – as a new law enforcement agency -- a tradition of professionalism and excellence among our workforce for years to come.

The concept of professionalism is embodied into the mission statement of CBP. It proudly proclaims:

• “We are the guardians of our Nation’s borders.
• We are America’s frontline…
• We serve the American public with vigilance, integrity and professionalism.”

Today, we begin strengthening our tradition of professionalism and reinforcing our efforts on being the world’s best—and most professional—law enforcement agency.

Thank you. I’d be happy now to answer any questions.