Overview
Major Cruise Lines faced increasing operational challenges in managing passenger arrivals, including long queues, manual identity verification delays, and limited ability to prioritize high-risk travellers.
To address these challenges, SKO Systems supported the implementation and adoption of an Enhanced Passenger Processing (EPP) solution—developed by CBP—to automate identity verification using facial biometrics.
Business Challenge
Before implementing the EPP solution, Cruise Lines experienced:
1. High Passenger Wait Times
- Manual identity checks created bottlenecks.
- Peak-hour congestion impacted passenger experience.
2. Limited Risk Segmentation
- Officers processed all travellers uniformly.
- Difficulty identifying low-risk vs high-risk travellers efficiently.
3. Operational Inefficiencies
- Increased workload on officers.
- Slower decision-making due to manual verification.
4. Inconsistent Data Handling
- Lack of centralized biometric validation.
- Higher dependency on manual record checks.
The Solution
SKO Systems enabled Holland America Line (HAL) to successfully adopt the Enhanced Passenger Processing (EPP) system.
Key Capabilities of EPP
1. Facial Biometric Identification
- Captures traveller images using pre-primary cameras
- Matches identity against official records
2. Automated Verification
- Generates biometric crossing records
3. Smart Traveler Segmentation
- Identifies low-risk travellers (approx. 90% of USCs)
- Enables fast-track processing
Implementation Approach
SKO Systems supported the implementation through:
1. Process Analysis
- Evaluated existing passenger processing workflows
- Identified bottlenecks and inefficiencies
2. System Integration Support
- Assisted in aligning EPP with operational workflows
- Ensured seamless data flow between systems
3. Documentation & Training
- Developed user guides and training materials for officers
- Standardized operating procedures for EPP usage
4. Change Enablement
- Supported adoption through structured onboarding
- Provided guidance on new workflows and system usage
The Results
With the support of SKO Systems, Holland America Line (HAL) successfully transformed its passenger processing operations using the Enhanced Passenger Processing (EPP) solution.
- Approximately 90% of U.S. citizens identified as low-risk
- Fast-tracked eligible travellers
3. Improved Operational Efficiency
- Reduced manual workload for officers
- Allowed focus on high-risk or flagged travellers
4. Enhanced Security and Accuracy
- Reliable biometric verification reduced identity errors
- Automated checks improved compliance and consistency
Business Impact
- Biometric automation can significantly improve border processing efficiency.
- Risk-based segmentation enables smarter allocation of resources.
- Documentation and training are critical for successful system adoption.
- Integration with existing workflows ensures minimal disruption.
Conclusion
With the support of SKO Systems, Holland America Line (HAL) successfully transformed its passenger processing operations using the Enhanced Passenger Processing (EPP) solution.
The implementation not only improved efficiency and reduced congestion but also strengthened security by enabling officers to focus on high-risk cases.