Single Window Systems
In the OIC Member States
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trained staff, in particular IT staff. The IT environment is fast changing and knowledge needs to be
continuously updated to provide for innovation and ability to integrate new services. The return
of investment into IT training is very high as they have a critical role for maintaining the system.
Policy Options
1. Costs Assessment Methodology
Costs need to be properly assessed and monitored in a comprehensive manner including
procurement, development, operation, personnel, training, logistical support and engagement of
assets. A realistic costs assessment using an accepted international methodology such as TOC can
better guide investment and resource allocations at different levels of budgeting.
2. Value Added Services
Some SW divide their services into services that are subsidized by the government as a “public
good” and others that are paid for by the end-users.
3. Skills Training
To address human resource constraints during peak and general times, internal and external IT
resources can be combined where possible and appropriate to cover skills and knowledge and be
able to cope with peak time requests.
SW operators can also use vendor support actively for training and transfer of knowledge and
design a training plan, with resources allocated to it, for maintenance and upgrading of skills.
SW can introduce a business process management methodology, which is comprehensible for
both IT and operational staff and staff needs to be trained in Business Systems Analyst, Business
Requirements Analyst, and Business Process Analyst.
Examples from OIC Member States
Cameroon
GUCE-GIE has built a partnership with Polytechnics High School of Engineering (University of
Yaoundé) allowing IT students in their last year to conduct an internship with GUCE-GIE and
concretely work a technical project during this internship. Such a partnership is win-win situation
for both, the students and the SW, as students bring latest knowledge, motivated and not
expensive.
5.2.5 Performance and Quality Management
Two challenges occur or relate to the performance and quality management. The table below
shows these challenges and possible strategies and options to overcome these challenges: