90 days after the date of the enactment of this Act and 
every 90 days thereafter, the Secretary of Homeland Secu-
rity shall submit to the appropriate congressional commit-
tees a report on the resources expended for U.S. Customs 
and Border Protection officer recruitment and retention 
efforts by the Department of Homeland Security and 
whether the Department is meeting its recruitment and 
retention goals for U.S. Customs and Border Protection 
officers under this section. 
SEC. 205. ENHANCED CUSTOMER SERVICE STANDARDS AND 
PROFESSIONALISM TRAINING. 
(a) PLANS REQUIRED.—The Secretary of Homeland 
Security shall implement a comprehensive plan, based on 
publicly communicated metrics, for U.S. Customs and 
Border Protection to improve professionalism and cus-
tomer service. 
(b) PLAN COMPONENTS.—The plan required under 
subsection (a) shall include each of the following: 
(1) Information on the metrics U.S. Customs 
and Border Protection will use to measure customer 
service. 
(2) Information on the metrics U.S. Customs 
and Border Protection will use to measure profes-
sionalism. 
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(3) The implementation of a system to improve 
customer service by soliciting customer comments 
combining in person, phone, and online solutions. 
(4) The establishment of customer service best 
practices based on the customer service metrics re-
ferred to in paragraph (1). 
(5) The establishment of professionalism best 
practices based on the professionalism metrics re-
ferred to in paragraph (2). 
(6) A requirement that U.S. Customs and Bor-
der Protection submit to Congress quarterly reports 
on the agency’s performance against the customer 
service metrics referred to in paragraph (1), the pro-
fessionalism metrics referred to in paragraph (2), 
the best practices referred to in paragraph (4), and 
the best practices referred to in paragraph (5). 
(c) ANNUAL REPORTS TO CONGRESS.—At least once 
each year, the Secretary of Homeland Security shall sub-
mit to the appropriate congressional committees a report 
on U.S. Customs and Border Protection. Each such report 
shall include— 
(1) an assessment of U.S. Customs and Border 
Protection’s customer service performance based on 
the metrics referred to in subsection (b)(1); 
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(2) a detailed description of customer service 
improvements sought by customers; 
(3) customer service improvements sought by 
Department of Homeland Security metrics, and the 
costs associated with such improvements; 
(4) the security and efficiency benefits derived 
from such improvements; 
(5) an assessment of U.S. Customs and Border 
Protection’s professionalism performance based on 
the metrics referred to in subsection (b)(2); 
(6) a description of any improvements in U.S. 
Customs and Border Protection’s professionalism, 
and costs associated with such improvements; and 
(7) the security and efficiency benefits derived 
from such improvements. 
(d) OVERSIGHT.—The Department of Homeland Se-
curity’s Office of Civil Rights and Civil Liberties shall 
have oversight of— 
(1) the customer service and professionalism ef-
forts of U.S. Customs and Border Protection under 
this section to ensure that comments are collected, 
analyzed, and responded to in a timely manner; and 
(2) the development of monthly reports detail-
ing the number and types of such comments sub-
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mitted by the public, which shall be made available 
to the public through the Department’s Web site. 
SEC. 206. U.S. CUSTOMS AND BORDER PROTECTION OFFI-
CER TRAINING. 
(a) ENSURING CUSTOMS AND BORDER PROTECTION 
OFFICER TRAINING.—Not later than 90 days after the 
date of the enactment of this Act, the Commissioner of 
U.S. Customs and Border Protection shall incorporate 
into an existing database of the agency or develop a data-
base system that identifies for each Customs and Border 
Protection officer— 
(1) the assigned port placement location; 
(2) the specific assignment and responsibilities; 
(3) the required initial training courses com-
pleted; 
(4) the required ongoing training courses avail-
able and completed; 
(5) for each training course completed, the 
method by which such training course was delivered; 
(6) for each training course, the time allocated 
during on-duty hours within which training must be 
completed; 
(7) for each training course offered, the dura-
tion of training and the amount of time an officer 
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must be absent from work to complete such training 
course; 
(8) if training has been postponed, the basis for 
postponing such training and the date such training 
was completed; 
(9) certification or evidence of completion of 
each training course; and 
(10) certification by a supervising officer that 
the officer at issue is able to carry out the function 
for which the training was provided. 
(b) IDENTIFYING
AND
ENHANCING
ON-THE-JOB 
TRAINING.—Not later than 90 days after the date of the 
enactment of this Act, the Commissioner of U.S. Customs 
and Border Protection shall— 
(1) review the mission and responsibilities of 
Customs and Border Protection officers carried out 
at air, land, and sea ports of entry in both primary 
and secondary inspections areas; 
(2) develop an inventory of specific tasks that 
must be performed by Customs and Border Protec-
tion officers throughout the entire inspection process 
at such ports of entry, including tasks to be per-
formed in such primary and secondary inspections 
areas; 
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(3) ensure that on-the-job training includes su-
pervised and evaluated performance of the tasks 
identified in paragraph (2), or a supervised and eval-
uated practical training exercise that simulates the 
on-the-job experience; and 
(4) develop criteria to measure officer pro-
ficiency in performing the tasks identified in para-
graph (2) and for providing feedback to officers on 
a regular basis. 
(c) USE OF DATA.—The Commissioner of U.S. Cus-
toms and Border Protection shall use the information de-
veloped under subsection (a) and subsection (b)(2) to— 
(1) develop specific training requirements for 
Customs and Border Protection officers to ensure 
that such officers have sufficient training to conduct 
primary and secondary inspections at land, air, and 
sea ports of entry; 
(2) measure progress toward achieving the 
training requirements referred to in paragraph (1); 
and 
(3) make staffing allocation decisions. 
(d) COMPETENCY.—Supervisors of on-the-job train-
ing for Customs and Border Protection officers shall— 
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