Single Window Systems
In the OIC Member States
69
Single Window architecture and infrastructure of e-GUCE itself is developed and maintained in-
house.
Performance and Quality Management
There is a no clear business architecture that provides a business process catalogue for all
business processes to be integrated in e-GUCE. The ICT Department however uses ArgoUML64
to create activity diagram visual models for software engineering. The identification and
harmonization of a Single Window data set was performed before the integration of e-GUCE
project, and the data elements were mapped and aligned to international standards.
GUCE-GIE has a service-level agreement (SLA) with vendors uses fully support and acquire
related vendor services, but has no defined Quality Assurance (QA) policy to control the quality
standards. The ICT Department has developed administrative and procedural activities to
compare the requirements and deliverables but this is not done according to QA standards and
methodologies and there is no appointed QA manager. In the short term, it is planned to certify
the Single Window with ISO: 9001 and 27001 standards as the ICT security standards are
already on the level of the ISO/IEC 27001 standards.
Stakeholder and Client Management
E-GUCE SW has established a three level client support.
 Tier l (help desk) – email support and hotline for the users providing 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. The SW ICT Department is fully covering this level
of administrative and advanced technical troubleshooting;
 The tier III (Level 3) is the highest level of maintenance in a three-tiered technical
support model applied in e-GUCE responsible for treatment the most advanced
problems related to the SW system functionalities. This level of support is fully covered
by the ICT Department, as well form the vendors.
4.1.4. Information Technology and Architecture
E-GUCE IT Architecture
In the first implementation phase, the e-GUCE was designed as a distributed architecture - client
server application structural model. Each service had its own physical and logical topology
limited to the particular business process. As a result, the e-GUCE was a combination of several
undefined topologies instead of standard topologies (bus, star or ring). It was a client – server
model for simple data entry and submission to the processing unit (server) and data exchange
with external systems on the data layer and documents level.
64 Tipis Org, Welcome to AgroUML unde accessed January 2017).