Single Window Systems
In the OIC Member States
85
Human Resources Skills and Management
The PortNet S.A. is structured in five departments: General direction, Marketing,
Communications and Business Development, the Operations department, Compliance and Risk
Management and IT Department.
In total, PortNet has 22 permanent employees out of which six are in the IT Department.
Training strategy for PortNet staff is developed and financed. This core group of IT experts are
full time dedicated to the SWproject and agencies IT staff are involved only specific phases, such
as business process analysis, acceptance, testing and training of the end users.
PortNet S.A. outsources the IT design and development activities to a third party. During the
development of the first generation of the SW, PortNet S.A. Staff was only involved in the
feasibility study. In the current second generation development phase, PortNet S.A. Staff
remains closely embedded in the projects and workings groups, and the maintenance of the IT
system will be gradually handed over to PortNet S.A. staff
Performance and Quality Management
PortNet has developed a Quality Assurance (QA) plan for measuring the performances and
quality of the services provided by PortNet but has not appointed QA manager. It publishes
monthly statistics on: number of users; processing times; and project progress (measured
through number of paperless procedures). A newsletter also informs of the continuous
expansion of PortNet services. The methodology adopted for measuring processing time, breaks
down the overall process from arrival of the ship to the exit of the goods from the port into 7
phases to allow a detailed measuring of delays and improvements.
Client Support
PortNet has established four tiers for client support starting with email support, help desk
support, in-depth technical support on the level of services, operating system / database
troubleshooting. The tier III (Level 3) is the highest level of maintenance for treatment of the
most advanced problems related to the SW system functionalities and is fully outsourced and
covered by the vendor under the warranty period.
A special service for Small and Medium Enterprises (SME) has been set up. It consists of a
Facilitation Centre in Casablanca, a so-called kiosk approach that allows data entry for operators
that do not have online access to the system.
Business and ICT Strategy
The PortNet S.A. business strategy focuses on three strategic areas:
 An efficient organization and management;
 Satisfaction of the users of PortNet as resilient system is in the centre of interest;
 An international reference for Single Windows.