U.S. DEPARTMENT OF HOMELAND SECURITY
U.S. CUSTOMS & BORDER PROTECTION
Human Resources Management
Gary Olson, the Director of the CBP Hiring Center and Deputy Executive Director of CBP's Talent Management Directorate, spearheaded efforts to improve the applicant experience at Customs and Border Protection (CBP). CBP receives interest from over 200,000 individuals annually seeking a career with the agency, making the recruiting and hiring process crucial for national security and law enforcement.
Gary conducted a customer experience survey to understand applicant preferences, leading to the development of the "Ultimate Applicant Experience" initiative. Through innovative communication tactics and digital solutions, CBP aimed to enhance transparency, provide self-scheduling options, and offer more digital touchpoints to streamline the hiring process.
The initiative introduced various technologies, including virtual interviewing, online examinations, and a user-friendly applicant portal. These advancements allow applicants to complete interviews, exams, and tasks remotely, empowering them with autonomy and convenience. Additionally, the Hiring Process Video Series, augmented reality recruitment application, and other digital products communicate complex processes in an engaging and accessible manner.
By prioritizing transparency and autonomy, Gary's efforts have improved the applicant experience and provided valuable resources to potential CBP hires. The initiative enables applicants to track their progress, receive prompt updates, and interact with CBP digitally. The Hiring Process Video Series, with its widespread viewership and positive feedback, effectively informs and engages potential applicants.
The public benefits from these achievements through increased transparency, efficient communication, and applicant autonomy. The improvements streamline the hiring process and create a positive experience for those interested in joining CBP. Ultimately, these efforts contribute to CBP's mission of protecting the public and securing the nation's borders.
SERVICE TO THE CITIZEN AWARD WINNER
Deputy Executive Director of the
Talent Management Directorate