Single Window Systems
In the OIC Member States
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 A separate change management programme can be designed to spell out how desk officers
and senior officers in the government agencies will be engaged and motivated for the
required changes, how users will be trained, and how the changes are communicated.
 Pilot projects and test runs can be used to institutionalise change within agencies and users
as they engage front line officers and diffuse the innovation.
Examples from OIC Member States
Senegal
GAINDE, the Single Window operator, is compiling and disseminating monthly reports of
agencies’ performance in which good contributions are acknowledge, and on the basis of which
operators may also be awarded a bonus payment.
The second phase of the SW in Senegal obtained project financing from a private credit facility
and was fully accountable for these funds. The implementation timeframe was very short but
significant changes were delivered thanks to this funding
The Kyrgyz Republic
A pilot SW system, covering only 6 agencies and few services, was built prior to the project to
mobilise support for the real SW development by giving stakeholders a practical understanding
of the concept.
5.1.3. Operational Single Windows
Four challenges occur or relate to the operating phase. The table below shows these challenges
and possible strategies and options to overcome these challenges:
Table 24: Operation Phase- Challenges and Options
Challenges
1. Delivery Gap
When the SW becomes operational, there is often a gap between the expected deliverables, the
initial requirements and the output. This can be due to a lack of communication between the
project team responsible for the implementation and the political oversight, and internal and
external project teams, or insufficient preparatory work.
Why does it matter?
If the operational cross-agency complexity is not fully captured in the initial project, it becomes
very costly and difficult to make changes later on. At this stage it is often too late to make
fundamental changes.
2. Cost Explosion of the Single Window
Often it is only at this stage that the government and the SW operator realise the real costs of the
SW organisation and IT system, and the discovered real costs do not match the initial financial
planning. Few SW operators use a cost methodology that would capture the total costs.