Single Window Systems
In the OIC Member States
106
Examples from OIC Member States
Cameroon
GUCE-GIE has built a partnership with Polytechnics High School of Engineering (University of
Yaoundé) allowing IT students in their last year to conduct an internship with GUCE-GIE and
concretely work a technical project during this internship. Such a partnership is win-win situation
for both, the students and the SW, as students bring latest knowledge, motivated and not expensive.
5.1.8. Performance and Quality Management
Two challenges occur or relate to the performance and quality management. The table below
shows these challenges and possible strategies and options to overcome these challenges:
Table 29: Performance and Quality Management – Challenges and Options
Challenges
1. Lack of Continuous Performance Measurement
Measuring the impact of a SW is still work in progress and lacks recognized and common methods,
indicators and data. This creates uncertainty with regards to what to measure, how to measure
and when to measure. One can also observe that pre-and post assessments are seldom done or
published. It is more common to see measurements when a SW goes operational than in a
continuous manner.
Currently, some Single Windows measure and publish their impacts, in terms of i) Reduction in
time (procedure specific or overall as in clearance time or border crossing time); ii) Reduction in
costs from an end-users point; and iii) Reduction of documents. Others measure “coverage”, i.e the
numbers of users and % of trade or % of trade transactions using the Single Window.
Why does it matter?
Performance and impact measurement is an important tool for project planning and execution,
government impact assessments, and organizational improvement. The lack of performance
measurement is a reason for concern as government involvement, including financial
involvement, has to be justified and as expectations of performance improvement drive the SW
project.
2. Quality Management
Once the SW is operational, project management transfers to quality management that helps
achieve and maintain performance, service delivery and efficiency. Very few OIC Member States
SW however have adopted a quality management and assurance plan and structures.
Quality management sets standards that need to be achieved and against which performance can
be measured regularly. As part of the quality management, performance indicators, which ideally
cover service delivery and process efficiency, and IT availability, are defined.