Single Window Systems
In the OIC Member States
78
Performance/Stakeholder management
There is a no quality performance management for continuous measurement of the overall trade
facilitation objectives.
TULPAR SW has established four tiers for client support as follows:
 Tier 0 (or self-help) is available on the web site of TULPAR in the formof FAQs and email
support. Statistics for this level of support is not registered;
 Tier l (help desk) is established in the Ministry of Economy. Two persons are trained to
provide support for traders and agencies operators and low level technical support,
working hours from 08 -16 hours on working days;
 Tier II (level 2) is providing in-depth technical support on the level of services, operating
system / database troubleshooting, administrative support and advanced technical
troubleshooting. For elevated issues of the SW system, the ICT Department of the
TULPAR is not using the vendor technical support. They rely more to search the net to
confirm the weight of the problem(s) and looking for known solutions linked to more
complex problems. The ICT Department has developed the “specific scenarios for
specific problems” that fully covers the tier II support and partially the tier III;
 The tier III (Level 3) is the highest level of maintenance in a three-tiered technical
support model applied in TULPAR responsible for treatment the most advanced
problems related to the SW system functionalities. This level of support is fully
outsourced, covered by the contractor based on the ADB contract agreement (warranty
period) for one year, after which the contractor is providing support on the goodwill
basis, without any agreement.
4.2.4. Information Technology and Architecture
TULPAR IT Architecture
The current IT system is a centralised IT architecture for data submission, data processing and
decision-making. Data entry and integration is processed by the Single Window component
application layer. Users and stakeholders’ access use and share the data for the decisionmaking-
either by interfacing with agencies’ ICT systems and allowing for an exchange of data, or
processing within the SW at the application layer.
This design choice leads to challenges today as the TULPAR IT architecture is not flexible
enough. The architecture has limited capacity and possibility for adjustment and extension in
order to accommodate / host agencies’ IT applications and data. TULPAR is accommodating
change where possible and two external IT systems are interconnected and exchange the data
and information with TULPAR. The IT architecture and design can however not accommodate a
distributed architecture to accommodate more IT systems. In the meantime however, more
government agencies developed their own IT system, and in view of the e-government initiative
more agencies are expected to follow. It is therefore obvious that the centralized architecture is
no longer reflecting and adapted to the reality.