Long wait times at airports are the bane of travelers. This is especially true for those arriving passengers who are trying to make a connection, but who encounter long lines at customs.

John Wagner, the deputy assistant commissioner of the U.S. Customs and Border Protection (CBP), tackled these problems head-on by implementing two groundbreaking initiatives that streamlined the screening process at airports.

In 2009, CBP launched the Global Entry Trusted Traveler program, which allows lawful permanent residents and travelers from select countries to pay $100 and submit their personal background information online. Later on, they can participate in a personal interview that includes fingerprinting.

In addition, the Automated Passport Control program, which was introduced in 2013, has significantly reduced the wait time for passengers arriving from overseas.

“No one has been more responsible for the transformation of the international air arrival process than John Wagner,” said CBP Deputy Commissioner Kevin McAleenan. “He is dynamic and innovative, and has been the force behind our efforts to enhance the passenger experience in a way that maintains our security and has facilitated the growing volume of international travelers to the U.S. each year.”

For his work in  improving the international arrival process for returning Americans and visitors to the U.S.,  the Partnership for Public Service recently named Wagner a finalist for the 2015 Citizens Services Medal. The award recognizes federal employees who have made important contributions in the area of citizens services. This includes economic development, health care, education, housing, labor and transportation.

Getting to know John P. Wagner

Federal News Radio asked each of the Sammies finalists questions about themselves. Here are Wagner’s responses:

What three words best describe your leadership philosophy?

Vision, Determination, and Responsiveness.

What’s the best piece of advice (or words of wisdom) you’ve ever received and who gave it to you?

It’s relatively simple, be the leader you would want to work for.

 Who is your greatest role model and why?

My parents.  They always worked hard, were extremely dedicated and instilled a sense of responsibility to always achieve beyond what was expected.

 What’s the last thing you read and what’s next on your reading list?

Fiction best sellers:  “The Target” by David Baldacci.  Next up is “Radiant Angel” by Nelson DeMille

The Citizen Services Medal is just one of the Samuel J. Heyman Service to America Medals (Sammies) presented annually by the Partnership for Public Service. View a photo gallery of all the Sammies nominees.

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