International Bridge brass reach out to 'customers'

NEWS RELEASE

INTERNATIONAL BRIDGE ADMINISTRATION

************************* International Bridge Administration and border agencies discuss bridge crossing concerns with customers

November 15, 2010 - In an effort to improve service for International Bridge customers, the Sault Ste. Marie International Bridge Administration (IBA), hosted focus group discussions with frequent bridge users from both sides of the bridge last week.

The sessions brought bridge customers, the IBA and U.S. Customs and Border Protection (USCBP) and Canada Border Services Agency (CBSA) officials together to discuss customer concerns and agency mandates.

Representatives from the three agencies met with 14 customers in Sault Ste. Marie, MI on November 3 and 17 customers in Sault Ste. Marie, ON on November 4.

The customers, randomly selected from IBA electronic Prox toll card holders, represented a diverse group in terms of age, gender and bridge crossing purpose.

Participants received 10 free crossings on their Prox card accounts for their time and input.

"The discussions between our customers and IBA, USCBP and CBSA officials covered concerns including customs inspection processing times and methods, bridge traffic backups, Nexus lane length and availability, truck bottlenecks and the number of open inspection booths," said IBA General Manager Phil Becker. "Our customers were very appreciative of the information the officials shared with regard to planned projects and initiatives intended to address concerns. In return agency officials received valuable insights from the customers' perspective."

USCBP Port Director Devin Chamberlain and CBSA Port Director James Cameron represented the border protection agencies at the sessions.

"This customer outreach effort is consistent with the CBP mission to facilitate legitimate cross-border travel and trade," Chamberlain said. "These are very valuable sessions."

"As a representative on a national CBSA committee that is evaluating customer service, I believe these customer input sessions are a visionary approach to identifying and addressing customer concerns," Cameron added. "These types of sessions have great potential for application elsewhere."

The customers were joined in Michigan by Leisa Mansfield, director of the Sault, MI Chamber of Commerce, and Linda Hoath, director of the Sault Convention and Visitors Bureau.

In Ontario, the Canadian customers were joined by Dave Murphy, interim director of the Economic Development Corporation, and Ian McMillan, director of Tourism Sault Ste. Marie.

Customers and local trade and commerce officials voiced their appreciation and support for the sessions.

Customers said the sessions expanded their understanding of the crossing operations.

The IBA, USCBP and CBSA are considering scheduling additional listening sessions, perhaps on an annual basis.

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