Enterprises assesses service quality of Quang Ninh Customs Department

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The conference held by Quang Ninh Customs Department on September 28, 2022. Photo: Nguyen Hoa

Measuring satisfaction

Surveys to gather opinions from the business community about the service quality of Quang Ninh Customs Department in 2022 have been sent by an independent evaluation unit in September and are attracting evaluation by businesses across the country.

The assessment and ranking of local customs branches through eight component indexes is conducted by an independent consulting unit including transparency and access to information; effective enforcement of laws and legal institutions; service quality and efficiency (customs and public services); cost and time to carry out customs procedures, administrative procedures and compliance with customs regulations; fair treatment; dynamism and accountability and the role of the head; supporting businesses; and unofficial costs.

Enterprises assess online the quality of management and support by Quang Ninh Customs Department at: https://hqqn.ddci.org.vn/khao-sat-truc-tuyen.

Six evaluated customs branches under Quang Ninh Customs Department are Bac Phong Sinh Customs Branch, Cam Pha Seaport Customs Branch, Hoanh Mo Border Gate Customs Branch, Hon Gai Seaport Customs Branch, Mong Cai Border Gate Customs Branch, and Van Gia Seaport Customs Branch.

Deputy Director of Quang Ninh Customs Department Trinh Van Nhuan said that the Customs Department Competitiveness Index (CDCI) is an initiative implemented by the Department since 2017 and becomes key, effective and reliable for enterprises to evaluate the quality of management, administration and support of customs branches under the Department.

“CDCI helps Quang Ninh Customs Department to understand more deeply the opinions of businesses to identify obstacles that need to be overcome, and grasp expectations of businesses. Therefore, the department has improved the quality of management, administration, and support for businesses, to create a favorable, transparent and equal business and investment environment for businesses when importing and exporting across the area with the commitment to realize the goal of ‘Commitment together - Action together - Developing together’," said Mr. Trinh Van Nhuan.

Achievements in customs reform

Quang Ninh Customs Department has made great efforts in customs reform and modernization, and renovated aspects of work to create a favorable and transparent investment and business environment for enterprises involved in import and export activities.

The department has focused on applying IT in customs operations. Currently, the department has run the VNACCS/VCIS system at all subordinate units for quick customs clearance; processed 100% of procedures on the online HQ 36 public service system; and promoted the application of information technology in internal direction and administration.

The achievements in customs reform and modernization in Quang Ninh Customs Department is the implementation of the Project on the model of customs procedures and centralized customs management at Mong Cai Border Gate Customs Branch, the Project on automated customs control, the Project on online supervision and performance, and the project on an automated system for customs management at warehouses/yards/seaports.

In addition, the department has measured the release time of imports and exports to evaluate the efficiency of implementing solutions to reduce customs clearance time, improve the quality and efficiency of administrative reform and facilitate import and export activities, thereby promptly removing difficulties and obstacles for enterprises in the customs process.

Motivated by the successful implementation of key projects, the department has contributed to shortening the time of customs release and clearance in line with the target set by the Customs sector and the Government’s Resolution 19-NQ/CP.

In 2018, the customs clearance time for exports was 4 hours 12 minutes, and 24 hours for imports. In 2019, the customs clearance time for exports reduced by 33.58% compared with 2018 to 2 hours 47 minutes, for imports dropped by 55.79% year-on-year to 10 hours 36 minutes.

In 2020, the customs clearance for exports was 2 hours 29 minutes 22 seconds, down 10.83% compared to 2019; for imports was 10 hours 5 minutes 48 seconds, down 4.88% compared to 2019.

In 2021, the customs clearance time for imports was 4 hours 48 minutes 13 seconds, down 6 hours 58 minutes 47 seconds compared with the plan of the Provincial People's Committee; for exports was 1 hour 27 minutes 8 seconds, down 1 hour 20 minutes compared to the plan.

With the motto "Taking the satisfaction of businesses as a measure to assess the service quality of the Customs”, the department has renovated the support for enterprises with new models such as "Business Coffee", "Customs and Business Forum", meeting and contacting groups of enterprises that have the same type of import-export activities.

From 2015 to June 2022, the department held over 50 conferences; resolved more than 300 problems and reported over 100 problems beyond its authority.

The enterprises' satisfaction with Quang Ninh Customs has been shown by the results of CDCI and DDCI. In 2015, Quang Ninh Customs Department ranked sixth of 7th evaluated provincial departments, agencies and branches.

In 2016, the department ranked fourth of 21 evaluated provincial departments, agencies and branches. From 2017 to 2019, the department ranked first of 21 evaluated provincial departments, agencies and branches. In 2021, the department continued to rank first.