Facilitating Trade:
Improving Customs Risk Management Systems
In the OIC Member States
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CAs collects significant volumes of data and has access to even more data from outside their
domain (OGAs, Banks, Tax Administration, Statistic, etc.). The objective is to transform the raw
data into actionable information by capturing, consolidating, organizing, storing, distributing,
analyzing, and providing quick and easy access to it. All of this is the goal of Business Intelligence
(BI). BI helps the CRM in the creation of knowledge from the information to enable better
decision making and to convert those decisions into action. BI analyzes historical data that is
created by enforcement, customs operation, open source, etc. to understand and interpret
trends, strengths, and weaknesses. The CA CRM benefits of using BI are following:
 BI is moving closer the CA strategic and tactical levels together. This is because strategic
time frames, action plans, allocation of resources, etc. are shrinking to enable CA to
become more responsive to business needs and traders requirements;
 The CRM analytic applications will be used more for proactively delivering business
intelligence to users, rather than requiring them to discover it for themselves. It also put
actual CRM performance into context by comparing it against objectives and targets;
 Dashboards are the becoming the preferred method for delivering and displaying
business intelligence to users. Dashboards are more visual and intuitive, and typically
provide linkages that can enable people to take immediate action.
3.2 Analysis of Global non-OIC Best Cases
3.2.1 Kosovo Customs Risk Management System
The reason why the Republic of Kosovo is proposed as a Case Study for non-OIC MS is the recent
development of the Integrated Law Enforcement System – LE IT System (one of the first
worldwide). The LE IT CRM module is used for feedback analysis from the AW selectivity
module, data warehouse, and business intelligence platform (for advanced reporting and
analysis services). The SPSS platform is used for data mining on the LE IT System data and AW/
Trade Information Management System (TIMS) historical data. The Customs Intelligence and
CRM Department are the end users of the data mining results. Kosovo is a good example to all
OIC MS that are using AW on how to use external tools to improve their CRM.
3.2.1.1 Evolution of the CRM implementation in Kosovo Customs Administration
The Customs Administration Mission in Kosovo (UNMIK) was established under the mandate of
the United Nations (UN) and by the pillar of the EU, Regulation No. 1999/3 of August 199941 and
the United Nations Security Council resolution 1244. After Kosovo’s independence declaration
in December 2008, the UNMIK Customs became Kosovo Customs (KC) with a new Customs Code
adopted in November 2008 by the Kosovo Assembly. The Republic of Kosovo became a member
of the WCO at the beginning of 2017. The National Legislation confers power to Customs
regarding seizure of goods, means of transport, and to arrest people (with a court order, max 24
hours). The KC has authority to conclude administrative agreements/MoU and has already signed
such agreements with Trade/business community, OGAs, other Customs administrations, Port
Authorities in R. Albania, Airlines and courier services operating in Kosovo.
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