Single Window Systems
In the OIC Member States
107
Why does it matter?
Quality assurance and management is a crucial aspect of maintaining an organisations
performance and making it accountable.
Policy Options
1. Develop Measurement Methodology
In the absence of a common methodology, SW operators can develop their own methodology.
Borrowing from digital servicemeasurements, it would be possible tomeasure the status of digital
service delivery by i) the ratio of electronic and personal contact points; ii) the quantity and length
of breaking points in the process due to idle or waiting time; iii) and quantity of change in channels
in interaction, meaning the change from electronic devices to paper and human based processes.
The BI reporting and analysis services of the SW system can be used as a basis for quality
performance measurement.
2. Use of International Standards
Standards are widely and effectively used to ensure safety and reliability of the processes and
infrastructure, to enable interoperability78, and to harmonise processes and requirements. By
using standards one can incorporate and rely on tested specifications and avoid wasting efforts
for “re-inventing the wheel”. These standards can be international standards such as the WCO and
UNECE data model and messaging standards, and ISO standards for quality management
(ISO:9000) and Information Security Management (ISO: 27000), or regional reference data
models, or model laws for a harmonised legal framework applicable to e-document and e-
signatures, and cross border data exchange.
Advanced SW use quality management as an instrument for performance control and
management and are certified according to international Standards-ISO:21000 certifications.
Some OIC Member States SW use so-called Service Level Agreements (SLA) to define expected
service quality from external parties in order to maintain the overall performance of the SW
processing.
Examples from OIC Member States
Morocco
PortNet publishes monthly performance statistics. They report on measured delays at individual
process levels and overall processing times. Other elements that are measured are number of
users and project implementation process.
78 Meaning the ability to exchange data across applications and systems