Single Window Systems
In the OIC Member States
95
Why does it matter?
Weak project management result in loss of control over the SW project and is frequently the
reason for poor project integration. As consequence, the project will be delayed and the quality of
the deliverables will not meet the SW objectives and expectations.
4. Non-Implementation of Necessary Changes
Single Window projects require changes of the legal framework, business processes and
operational practices of agencies and stakeholders. These changes are decisive for a successful
Single Window implementation but often fail to be delivered at all or on time for the following
reasons:
 Changes to the legal and regulatory framework: The SW operator itself does not have the
capacity to make regulatory changes and relies on the legislator and government agencies to
do so.
 Changes at the business process level: Business process engineering and simplification is a
critical aspect of SW project, but often it is not done or delayed. Frequently business process
analysis and simplification falls victim to fast implementation speed.
 Changes at the agency level: SWs are transformational changes on how government agencies
and commercial entities deliver service to end-users and collaborate with each other. It is
necessary that agencies integrated into the Single Window change their practices and
behaviour and regulatory framework. Many SW projects face resistance from government
agencies that do not want to change their processes and way of operations.
Why does it matter?
Many SW report delays or lack of impact because of changes of the regulatory framework not
moving fast enough or not moving at all. This is particular the case for the legal framework for e-
documents and signatures, which are not difficult form the technical but from the legal point of
view.
If business process simplification and re-engineering is not done, there is the risk that the SW
business processes are electronic versions of the traditional paper based processing and metal
filing cabinets. The change impact will be limited. It is common to see that services and IT
processes are designed and tested only to see that they cannot be adopted for lack of legal support
and changes are sought only post development.
A SW also cannot deliver on its expectations, when agencies resist to change their operational
practice; i.e. Staff may still require paper documents or actions that are no longer necessary out
of habit.