Single Window Systems
In the OIC Member States
112
does not allow them to provide consultancy services for fees. Specialized experts from
consultancy firms or other Single Windows may be linked to a specific vendor and technology
and therefore not perceived or not able to deliver neutral advice. In this context, peer-to-peer
support may be another avenue for delivering technical assistance to SWs.
5.2.2. Peer to Peer Assistance
Peer-to-peer support can be understood as the sharing of knowledge and experience between
equals, hence in this case Single Window staff. It can take different forms including peer review
and peer mentoring, which may be of particular relevance for Single Windows.
Peer mentoring is useful when the Single Window management encounters a situation or
challenge that is new to them. Other Single Windows may have gone through similar situations
andmay be able to provide specific advice regarding solutions to overcome the challenge. It does
not mean that the solutions are copied one-to-one. The focus is on sharing lessons-learned and
experiences of a similar situation.
Peer review is a tool that is already used in the private sector. It is useful as a general
management tool to improve performance or in situations in which the Single Window
management itself is too close to identify the errors and gaps and therefore require an external
regard. Another form of peer review is compliance oriented reviews.
The African Alliance for Electronic Commerce (AAEC) launched a peer review of five African
Single Windows in 2014. The process was based on staff from one Single Window visiting and
assessing the Single Window in another country in collaboration with an international expert.
Peer review was chosen as an approach to provide knowledge and experience to another Single
Window whilst at the same time building the capacity of Single Window staff.
In peer-to-peer support, the role and quality of the reviewer(s) is critical. A reviewer need to be
experienced, respected and trusted. Trust can be built through the use of training and
certification of the peer reviewers. UN Network of Experts for Paperless Trade (UNNExT) is the
result or the venue for such training. The idea was to build a network of experts that can provide
different type of support to Single Window or other IT related trade facilitation projects using
shared tools and methodologies and the endorsement from the United Nations (UN) as a trust
maker.
There is specificity in the Single Window context that makes it more difficult to establish trust.
Single Window solution providers and operators may have vested interested or may be
perceived as having vested interests because of their situation as a private company or solution
provider that competes for Single Window contracts. Sharing knowledge and experience may
therefore meet resistance that can only be overcome through managed and successful use of
peer-to-peer approaches.