Hai Phong Customs: Applying software for enterprises to assess the quality of customs authority

VCN - Hai Phong Customs Department has developed and put into use software to allow enterprises to assess the quality of the operations of customs officials and customs authorities. This is one of the initiatives to implement Customs-Business partnership. Hai Phong Customs is the first unit in the sector to implement this evaluation method.
hai phong customs applying software for enterprises to assess the quality of customs authority

Important information channel

Deputy Director of Hai Phong Customs Department Nguyen Kien Giang said the department was a pioneer in the whole sector to develop and implement the Quality Assessment System for customs officials. This initiative was a step in the implementation of Decision No. 85/QD-TCHQ of the General Department of Vietnam Customs dated January 15, 2020 on developing partnerships of Customs – business and stakeholders in 2020. At the same time, helping the unit recognise and synthesise the evaluation opinions and satisfaction level of the enterprise.

After completing the customs procedures for each declaration, the enterprise can assess the level of satisfaction with service quality provided by the customs officials, working teams, and relevant customs branches on the customs declaration software (ECUSVNACCS) with the following levels: "Very satisfied": 5 *; "Satisfied": 4 *; "Normal": 3 *; "Dissatisfied": 2 *; "Very dissatisfied": 1 *.

“In the future, Hai Phong Customs Department hopes to receive more attention and evaluation of the business community for service quality of customs officials through the System. This was an important source of information to help improve the service quality of customs officials, working teams and customs branches under the department. All evaluation information of the people and businesses would be received, verified and processed by Hai Phong Customs Department, seriously considering responsibilities in the case of customs officials' violations and feedback the results to people and businesses,” Giang emphasised.

How is the business evaluated?

More specifically on how to evaluate, representatives of IT Division (Hai Phong Customs Department) said there were four steps for businesses to perform the assessment.

Step 1: Enterprises conduct customs and send the declaration to the VNACCS/VCIS system, the enterprise can send an evaluation in the process of implementing customs procedure when problems arise at the customs branch or after declaration has been granted permission (release of goods, bring the goods for preservation and cargo clearance).

Step 2: If the business agrees to evaluate the declaration, they should select the satisfaction level corresponding to the number of item “*” (according to the five levels as mentioned above).

Step 3: After the enterprise has finished evaluating, click on “record”, the system will display the content the enterprise has evaluated, the enterprise confirms the content and selects "send" to submit the evaluation or “edit” to return to the review screen.

Step 4: At step 1, if the enterprise did not conduct an evaluation, they could ignore and the system would display a warning. At the same time, to view unevaluated declarations, enterprises can choose "view" in step 3, or select the function "assessing the satisfaction" in other professional operations menu.

Notably, to facilitate enterprises in the implementation of evaluation activities, on May 15, Hai Phong Customs Department upgraded the system to version 2.0, to add some features such as version 2.0 allows businesses to evaluate and send reflections in the process of implementing customs procedures. Enterprises can enter full name, phone number and detailed content to submit to the system. Enterprises can assess many customs officials, many professional operations and many customs branches at the same time in an evaluation form related to the declaration form which is being performed.

According to the IT Department, the system encodes the detailed professional operations of each working group of customs branches, so the evaluation information is detailed and specific, helping customs authorities determine quickly the point arising problems and inadequacies to promptly grasp and adjust.

The service quality assessment system officially began to be operated on April 1, 2020. After being implemented, the system has been responded to by many businesses, coordinating to assess service quality of customs officials, working teams and customs branches. Updated from April 1, 2020 to May 27, 2020, Hai Phong Customs Department has received more than 8,000 reviews, with 98.3% rated from satisfaction or above.
By Thái Bình/Thanh Thuy

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