Dong Nai Customs: Improve business satisfaction by service quality

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Dong Nai Customs officers guide procedures for enterprises. Photo: N.H

Modernize to better coordinate and accompany businesses

Over the years, in order to concretize the contents committed to the business community, Dong Nai Customs Department has implemented a series of solutions to effectively implement the customs process in the simplest and most harmonious, convenient and transparent manner. Dong Nai Customs Department determines that enterprises in the area under its management are mostly from developed economies with advanced and modern internal management systems. In order to facilitate the operation of enterprises, the local state administrative management system must also meet and be compatible with the modern management system of enterprises. Well aware of that, Dong Nai Customs Department has built a modern Customs development platform, soon applied information technology to serve customs management at the unit.

Accordingly, since 2015, Dong Nai Customs Department has built and officially put into use a two-way online interaction system between the Customs authority and the business community through the DNa-Info electronic application for permanent operation on the unit's website. Up to now, with the participation of 2,700 businesses, receiving and processing over 58,000 documents, the DNa-Info System has become an effective tool for the business community to connect directly with the Customs easily, conveniently, anytime, anywhere. Besides, when participating in using the System, enterprises will be automatically notified by the System about new legal documents, helping businesses quickly grasp and comply with the law on customs.

In addition, the staff of civil servants at the unit are all experienced, mastering modern technical applications; synchronous infrastructure from the departmental level down to the affiliated branches. Along with that, a system of modern equipment has been invested by the General Department of Customs, including a container scanning system, an online monitoring system, automatic customs supervision, a system of declaration, input and processing of customs clearance of goods automatically 24/7, inspection, supervision and settlement of customs procedures for import and export goods at Dong Nai Customs Department is carried out entirely in an electronic and digital environment. Dong Nai Customs Department is confident to connect and share with the modern and advanced management system of all businesses in the area so that the cooperation and companionship with enterprises is better and better.

Director of Dong Nai Customs Department Phung Thi Bich Huong affirmed that, with practical solutions, up to now, Dong Nai Customs Department has comprehensively changed the perception of all officers and civil servants at the unit. on the relationship between the Customs authority and the business community, from "manager" to "partner", making the content "enterprise-centered to serve" become the permanent consciousness of each officer, civil servant in the performance of official duties. On that basis, step by step improve the satisfaction level of enterprises with the service quality of the Customs in Dong Nai province.

From 2020 to now, the time for customs clearance of import and export goods at Dong Nai Customs Department has been reduced by more than half. From 4 hours 30 minutes down to 1 hour 59 minutes for imported goods; from 21 minutes 53 seconds down to 4 minutes 17 seconds for export goods, ranked first in the group of 5 customs departments with the highest tax collection in the country in terms of average clearance time for goods release. This is just one of many remarkable results of administrative reform at the Customs Department of Dong Nai province over the past years, aiming to accompany, share and support enterprises for development.

Sticking on the basis of companionship and cooperation

With 140 active members in Dong Nai, Mr. Mizushima Kozo, Chairman of the Japan Business Association in Ho Chi Minh City, said that besides the development of infrastructure, many Japanese businesses can stick and operate in the long run in the province, it is thanks to the provincial government, especially the customs officers who always pay attention, support and create favorable conditions for enterprises.

Mr. Mizushima Kozo shared that since June 2016, the Japan Business Association in Ho Chi Minh City has signed a cooperation agreement with Dong Nai Customs Department. Thereby, the relationship between the two sides is increasingly tightened. Especially, recently, when Decree 18/2021/ND amending Decree 134/2016/ND-CP was issued with many new regulations on conditions for customs inspection and supervision for export processing enterprises, many Japanese businesses are confused and have problems. However, with the support and dedicated guidance of Customs officers and employees, especially leaders of the Department directly directing and guiding, difficulties were quickly removed, helping enterprises to return to production and business activities soon.

Mr. Kim Young Whan, President of the Korea Association of Enterprises (KOCHAM) in Dong Nai also said, with 430 operating companies, Korea is currently leading in terms of investment capital in Dong Nai. According to Mr. Kim Young Whan, Korean enterprises investing in Dong Nai have always actively participated in the reform and digital transformation activities of the Customs, and at the same time wished to have a closer cooperation relationship with Dong Nai Customs Department. In particular, Mr. Kim Young Whan highly appreciated the effectiveness of Customs - Enterprise dialogue programs of Dong Nai Customs Department.

“At the dialogue sessions, Dong Nai Customs Department actively listened to and absorbed the difficulties and obstacles in customs procedures of enterprises to find effective solutions. Thereby bringing benefits to both enterprises and Customs authorities, helping to promote import and export activities and production and business of enterprises "- Mr. Kim Young Whan assessed.

Mr. Ngo Minh Dinh, President of the Taiwan Trade Association in Dong Nai also said that the Taiwan Trade Association in Dong Nai has coordinated with the Dong Nai Customs Department to organize a conference to meet FDI enterprises during the past 10 years. Mr. Dinh assessed this as one of the positive and practical activities. Through conferences, Taiwanese businesses can immediately grasp new regulations on customs and taxes, especially supporting businesses to remove obstacles and difficulties. This is also an opportunity to enhance information sharing, jointly seek out suitable cooperation mechanisms, and create an open and favorable environment for customs and businesses.