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Customs and Border Protection, Department of Homeland Security

Traveler Communications Center for ESTA, EVUS, I-94, and TTP


24/7 resouce that supports more than 450,000 communications a year and 1 million traveler applicants a month

View the Action Plan

U.S. Customs and Border Protection (CBP) is one of the world's largest law enforcement organizations and is charged with keeping terrorists and their weapons out of the U.S. while facilitating lawful international travel and trade. On a typical day, CBP welcomes nearly a million visitors, screens cargo containers, arrests individuals, and seizes tons of illicit drugs. CBP’s Traveler Communications Center was established in October of 2017 to serve as a 24/7 resource for traveler compliance and a central place to address common questions for those traveling to the United States using four Admissibility and Passenger Programs (serving both citizens and non-citizens): Electronic System for Travel Authorization (ESTA), Electronic Visa Update System (EVUS), I-94 Arrival and Depature Record, and the Trusted Traveler Program (TTP).

CX Feedback Data

This HISP is collecting customer feedback under the Fast Track clearance process of the PRA and so it cannot be shared publicly at this time.

Operational Data

FY19 Q1 Operational Data

Traveler Communication Inquiry Volumes by Channel and Program

  EVUS   ESTA   I-94   TTP/Other   Imminent Travel Totals
  Phone Email Phone Email Phone Email Phone Email Phone  
Oct-18 2898 763 8055 7428 123 1996 5819 10449 360 37891
Nov-18 2512 693 7058 5709 90 3249 5884 9186 380 34761
Dec-18 2518 751 7434 4435 98 4624 3486 12904 647 36897
Totals by Channel per Program 7928 2207 22547 17572 311 9869 15189 32539 1387 109549
Totals by Program 10135   40119   10180   47728   1387  

FY19 Q2 Operational Data

Traveler Communication Inquiry Volumes by Channel and Program

  EVUS   ESTA   I-94   TTP/Other   Imminent Travel Totals
  Phone Email Phone Email Phone Email Phone Email Phone  
Jan-19 3026 807 8346 6987 134 3138 1260 12406 644 36748
Feb-19 2754 504 8187 6398 117 2622 6791 12569 614 40556
Mar-19 3274 580 10225 6221 120 2652 6779 14899 754 45504
Totals by Channel per Program 9054 1891 26758 19,606 371 8412 14830 39874 2012 122808
Totals by Program 10945   46364   8783   54704   2012  

FY19 Q3 Operational Data

Traveler Communication Inquiry Volumes by Channel and Program

  EVUS   ESTA   I-94   TTP/Other   Imminent Travel Totals
  Phone Email Phone Email Phone Email Phone Email Phone  
Apr-19 4092 14 9759 5580 96 1922 6999 13746 936 36748
May-19 3994 876 8982 5290 101 1584 7191 16862 819 40556
Jun-19 3520 1019 9020 4914 82 1689 6563 17258 802 45504
Totals by Channel per Program 11606 1909 27761 15784 279 5195 20753 47866 2557 122808
Totals by Program 13515   43545   5474   68619   2557  

Key</br> EVUS: New Electronic Visa Update System</br> ESTA: Electronic System for Travel Authorization</br> TTP: Trusted Traveler Programs</br>

Digital Analytics Program Data

Supporting Documents

Data Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.