Single Window Systems
In the OIC Member States
99
 Changes at the business process level: Business process engineering and simplification is a
critical aspect of SW project, but often it is not done or delayed. Frequently business process
analysis and simplification falls victim to fast implementation speed.
 Changes at the agency level: SWs are transformational changes on how government
agencies and commercial entities deliver service to end-users and collaborate with each
other. It is necessary that agencies integrated into the Single Window change their practices
and behaviour and regulatory framework. Many SW projects face resistance from
government agencies that do not want to change their processes and way of operations.
Why does it matter?
Many SW report delays or lack of impact because of changes of the regulatory framework not
moving fast enough or not moving at all. This is particular the case for the legal framework for e-
documents and signatures, which are not difficult from the technical but from the legal point of
view.
If business process simplification and re-engineering is not done, there is the risk that the SW
business processes are electronic versions of the traditional paper based processing and metal
filing cabinets. The change impact will be limited. It is common to see that services and IT
processes are designed and tested only to see that they cannot be adopted for lack of legal
support and changes are sought only post development.
A SW also cannot deliver on its expectations, when agencies resist to change their operational
practice; i.e. Staff may still require paper documents or actions that are no longer necessary out
of habit.
Policy Options
1. Increase Absorption Capacity of the SW Entity and Project Management Team in
Particular
The SW operating entity should be integral part of the technical committee that decides on
partner and sourcing strategy and, if a third party implements part of the solution, a sufficient
number of trained staff need to be assigned to work full time with the third party contractor.
2. Hand Over Control to Single Window Operator
Some financing instruments allow transfer of funds directly to the SW entity. This allows better
control and engagement of the SW operators.
3. Use of Accepted Project Management Methodology
Use consistently an accepted project management methodology that provides monitoring tools,
quality assurance, risk management and the definition of roles, tasks and responsibilities.
4. More Attention to Preparatory Work