Single Window Systems
In the OIC Member States
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Performance and Quality Management
There is a no business process catalogue of all business processes to be integrated in e-GUCE.
The ICT Department 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 full support and acquires
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 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; and tier III (Level 3) for the treatment of the most
advanced problems related to the SW system functionalities. This level of support is fully
covered by the ICT Department, as well the vendors.
4.1.4 Information Technology and Architecture
E-GUCE IT Architecture
In the first implementation phase, 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 platform 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.
In 2010, a decision was taken to migrate the client server application model to a web based,
service oriented portal. Today, the e-GUCE Single Window architecture is a fully centralized
64 Tipis Org, Welcome to AgroUML unde accessed January 2017).