In anticipation of increased customer inquiries, CBP is increasing ASD staff levels. New staff members include individuals who have extensive technical experience in developing the software code that underlies the new entry summary, accounts, and revenue capabilities. The ASD will continue to provide customer support service 24 hours, seven days a week.

Because ASD staff members provide advanced “level two” support to ACE Help Desk callers regarding ACE Secure Data Portal account access, account management, and report generation, the agency expects that they will be a key resource for users of the new entry summary, accounts, and revenue capabilities to be deployed in September. These capabilities will expand ACE portal access to virtually every entity doing business with CBP as well as provide new account management features, such as “cross-account access” that allows importers and brokers to manage multiple accounts with the use of only one sign-on and password.

In addition to increasing ASD staff levels, all staff members have completed extensive training, including practice exercises and simulations, and have been actively teaching other CBP staff about the new ACE capabilities. ASD staff members are also fully versed in the Web-based training that is available for both CBP and trade community users. To ensure customer questions are answered consistently, ASD team members will rely, in part, on a comprehensive frequently asked questions document and an account creation user manual that has been expanded to cover all account types. In addition to their knowledge of the new entry summary, accounts, and revenue capabilities, ASD members draw on their extensive knowledge of CBP business processes and international trade and transportation. ASD systems are in place to track and record each open customer service ticket, prepare requests to address any system problems, and capture customer feedback and “great ideas” for further system enhancements.