iii
Figure 41: Organizational Structure of Senegalese Customs Administration ........................................... 117
Figure 42: CRM Process in Customs Service of Senegal ...................................................................................... 119
Figure 43: Senegalese Customs IT Systems .............................................................................................................. 120
Figure 44: ACA Organizational chart............................................................................................................................ 126
Figure 45: CRM Process in ACA ...................................................................................................................................... 128
Figure 46: LPI Country Score Card: Albania 2016 ................................................................................................. 130
Figure 47: ACA Selectivity Rate ...................................................................................................................................... 131
Figure 48: Effectiveness Assessment of ACA CRM ................................................................................................. 131
Figure 49: Mapping IT Systems and coverage of CRM Cycle ............................................................................. 150
Figure 50: Process Re-engineering Steps................................................................................................................... 151
Figure 51: Systems approach to risk analysis.......................................................................................................... 152
Figure 52: Example of Monte Carlo simulation results........................................................................................ 153
Figure 53: Kosovo Customs LE IT System ................................................................................................................. 156
Figure 54: LE IT System Logical Model ....................................................................................................................... 157
Figure 55: ICRM Conceptual Diagram ......................................................................................................................... 159
Figure 56: Example of ICRM System Conceptual Model...................................................................................... 160
Figure 57: Example of Silo Oriented Data Architecture....................................................................................... 161
Figure 58: Data Integration steps .................................................................................................................................. 164
Figure 59: Big data transformation .............................................................................................................................. 164
Figure 60: Trade Costs and Time Comparative Analysis between OIC MS, EU, CEFTA and ASEAN 168
Figure 61: OIC MS Cost to Export - Border and Documentary Compliance................................................ 171
Figure 62: OIC MS Cost to Import - Border and Documentary Compliance ............................................... 171
Figure 63: OIC MS Time to Export - Border and Documentary Compliance .............................................. 172
Figure 64: OIC MS Time to Import - Border and Documentary Compliance.............................................. 172
Figure 65: Three levels of performance measurement represented as a pyramid ................................. 210