Single Window Systems
In the OIC Member States
81
Performance and Quality Management
4.2.3.1.3 Use of Business Process Modelling and Management data harmonization
There is no business architecture that provides an inventory of all business processes in order
to plan and monitor changes. This is mainly due to the outsourcing of the IT development and
the lack of process re-engineering in the Phase I. These gaps should be closed by Phase II and
Phase III. The Phase II is performing a business process analysis and studies the current
processes in order to recommend improvements. In this way, a better understanding of the
current situation (AS-IS) will be gained and the recommendations and simplifications will be
proposed for the target situation in Phase III (TO-BE).
Due to the absence of Business Architecture (process catalogue) it is likely that SW services are
not fully aligned with the business processes and data, which they were intended to automate.
The identification and harmonization of a single data set was performed during the Phase I,
and the data elements were mapped, reduced from 250 to 120, and aligned with international
standards such as UNCCTL, UNTDED and the WCO data model.
4.2.3.1.4 Quality certification and manager
The TULPAR IT Department has not defined a standard set of quality standards to be used for
quality assurance project development. Instead, the IT vendor has developed matrix
requirements for project/module acceptance for control and follow-up of quality of
deliverables. The ICT security standards are on the level of security policies aligned to the
ISO/IEC 27001 security standards.
4.2.3.1.5 Performance/Stakeholder management
There is a no quality performance management for continuous measurement of the overall
trade facilitation objectives.
TULPAR SW has established four tiers for client support as follows: Tier 0 (or self-help) is
available on the web site of TULPAR in the form of FAQs and email support. Statistics for this
level of support is not registered; Tier l (help desk) is established in the Ministry of Economy.
Two persons are trained to provide 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, administrative support and advanced technical troubleshooting. For elevated
issues of the SW system, TULPAR is not using the vendor technical support. The IT Department
has developed “specific scenarios for specific problems” that cover the tier II support and
partially the tier III; and Tier III (Level 3). This level of support is fully outsourced, covered by
the contractor based on the ADB contract agreement (warranty period) for one year, after
which the contractor is providing support on the goodwill basis, without any agreement.