Single Window Systems
In the OIC Member States
110
Table 29: Performance and Quality Management – Challenges and Options
Challenges
1. Lack of Continuous Performance Measurement
Measuring the impact of a SW is still work in progress and lacks recognized and common
methods, indicators and data. This creates uncertainty with regards to what to measure, how to
measure and when to measure. One can also observe that pre-and post assessments are seldom
done or published. It is more common to see measurements when a SW goes operational than in
a continuous manner.
Currently, some Single Windows measure and publish their impacts, in terms of i) Reduction in
time (procedure specific or overall as in clearance time or border crossing time); ii) Reduction in
costs from an end-users point; and iii) Reduction of documents. Others measure “coverage”, i.e
the numbers of users and % of trade or % of trade transactions using the Single Window.
Why does it matter?
Performance and impact measurement is an important tool for project planning and execution,
government impact assessments, and organizational improvement. The lack of performance
measurement is a reason for concern as government involvement, including financial
involvement, has to be justified and as expectations of performance improvement drive the SW
project.
2. Quality Management
Once the SW is operational, project management transfers to quality management that helps
achieve and maintain performance, service delivery and efficiency. Very few OIC Member States
SW however have adopted a quality management and assurance plan and structures.
Quality management sets standards that need to be achieved and against which performance can
be measured regularly. As part of the quality management, performance indicators, which
ideally cover service delivery and process efficiency, and IT availability, are defined.
Why does it matter?
Quality assurance and management is a crucial aspect of maintaining an organisations
performance and making it accountable.
Policy Options
1. Develop Measurement Methodology
In the absence of a common methodology, SW operators can develop their own methodology.
Borrowing from digital service measurements, it would be possible to measure the status of
digital service delivery by i) the ratio of electronic and personal contact points; ii) the quantity
and length of breaking points in the process due to idle or waiting time; iii) and quantity of
change in channels in interaction, meaning the change from electronic devices to paper and