Single Window Systems
In the OIC Member States
88
In total, PortNet has 22 permanent employees out of which six are in the IT Department. This
core group of IT experts are full time dedicated to the PortNet project. Agencies’ IT staff are
involved only specific phases, such as business process analysis, acceptance, testing and
training of the end-users.
PortNet S.A. outsources the IT design and development activities to a third party. During the
development of the first generation, PortNet S.A. staff was only involved in the feasibility
study. In the current second generation development phase, PortNet S.A. staff remains closely
embedded in the project and workings groups, and the maintenance of the IT system will be
gradually handed over to PortNet S.A. staff.
Performance and Quality Management
PortNet has developed a Quality Assurance (QA) plan for measuring the performances and
quality of the services provided by PortNet but has not appointed QA manager. It publishes
monthly statistics on: number of users; processing times; and project progress (measured
through number of paperless procedures). A newsletter also informs of the continuous
expansion of PortNet services. The methodology adopted for measuring processing time,
breaks down the overall process from arrival of the ship to the exit of the goods from the port
into 7 phases to allow a detailed measuring of delays and improvements.
Client Support
PortNet has established four tiers for client support starting with email support, help desk
support, in-depth technical support on the level of services, operating system / database
troubleshooting. The tier III (Level 3) is the highest level of maintenance for treatment of the
most advanced problems related to the SW system functionalities and is fully outsourced and
covered by the vendor under the warranty period.
A special service for Small and Medium Enterprises (SME) has been set up. It consists of a
Facilitation Centre in Casablanca, a so-called kiosk approach that allows data entry for
operators that do not have online access to the system.
Business and ICT Strategy
The PortNet S.A. business strategy focuses on three strategic areas:
 An efficient organization and management;
 Satisfaction of the users of PortNet as resilient system is in the centre of interest;
 An international reference for Single Windows.
The PortNet business strategy is not based on the contractual relationship with the
Government of Morocco. It focuses on creating services to its user by providing its core and
other value-added services, and aims to achieve financial sustainability through the collection
of service fees. A separate IT Strategy is under development and will incorporate the second
generation IT architecture developments.