Border agencies have shown just how adaptive they are in recent years. They have had to meet new expectations with finite resources—amid disruptive forces that dramatically and unpredictably impacted the flow of people and goods. Agencies have had to fulfill security and revenue generation missions despite a global health crisis, upended global supply chains and damaging cyberattacks.

But here’s the reality.

New demands related to the lightning-fast pace of change continue to strain resources—in some cases, almost to the breaking point. Pragmatic border leaders know it’s an era of compressed transformation. They also know they must evolve faster to lead with impact—and prepare for inevitable disruptions.

Frictionless by design is developing better experiences grounded in serving fundamental human needs—from refugee to CEO. It can happen by combining a deep understanding of stakeholders with technologies that make the art of the possible—possible. Think of it as meeting the mission with a laser focus on customer service. The goal isn’t mind-blowing experiences. It’s delivering experiences that meet users’ desires for clarity, consistency, simplicity and predictability when interacting with border agencies.