Quang Ninh Customs: Diversifying forms of association with enterprises

	Quang Ninh Customs measures the time of releasing goods in 6/7 customs branches
	Quang Ninh Customs Department closely monitors area to prevent smuggled goods
	Efficiency from improving competitiveness in Quang Ninh Customs

The model of "3 in 1" centralized customs management at Mong Cai Border Gate Customs Branch (Quang Ninh Customs Department). Photo: Q. HUNG

Proactive support

According to the leaders of Quang Ninh Customs Department, regardless of types and economic sectors in the process of resolving customs procedures, and only working time-out hours when work is finished are the motto of Quang Ninh Customs in accompanying enterprses.

Implementing this motto, the border gate customs departments often contactand closely follow the operational situation of enterprises to take the initiative in removing obstacles. Setting up channels to collect information from business associations across the country is also a new methodforQuang Ninh Customs in 2019 to study and consider problems related to businesses in the province. In order to support the enterprise to go into operation, the leaders of the branches, groups and teams of the branches have actively worked, contacted and exchanged with businesses through various channels such as telephone, email and direct contact.

From August 2019, the branches have divided businesses to effectively support, avoid duplication, set up working missions and organize direct meetings with businesses, absorb all recommendations, share and solve all problems for businesses. Up to now, Quang Ninh Customs leaders and officials have exchanged and contacted 1,168 enterprises, over 500 recommendations on difficulties and problems from enterprises have been solved.

A typical example in tightening the partnership between Customs and enterprises is Quang Ninh Customs Department maintaining the operation of Business Support Group (ISEC Team). Since the beginning of the year, the ISEC Team has emailed 9,589 businesses, provided new legal documents; the ISEC fan page has posted 146 articles, provided information, and answered 70 questions about customs clearance by phone.

Among thousands of enterprises receiving support from ISEC team at Quang Ninh Customs Department, one is Quang Ninh Import and Export Investment Joint Stock Company. Mr. Hoang Van Dung, Deputy Head of the Sales Department of this company, said that besides the fast clearance time, the company acknowledged the devoted support of customs officers and officials in guiding and answering problems when carrying out customs declaration procedures such as problems about the customs value of exports between different foreign markets, problems with customs consultations, problems with time and goods inspection agencies. All proposals and recommendations of businesses have been recorded by the Sub-department to report to Quang Ninh Customs Department to propose the General Department of Customs to consider and resolve.

Management and interaction with partners by software technology

Since June 2019, Mong Cai Border Gate Customs Branch (Quang Ninh Customs Department) has officially implemented the Customs - Business Partner Management System initiative (Customs and Enterprises Relationship Management; abbreviated as CERM). The CERM system built on the web (www.haiquandoanhnghiepqni.vn) allows unified and complete management of all enterprise databases (including tax code, address, email, date of establishment; name, date of birth, phone, email, fanpage of the director, etc.) which have import and export activities through their jurisdiction.

To date, more than 120 enterprises have participated in the CERM System to evaluate and send feedback on the service quality of Customs. Businesses highly appreciate the application of the system and the spirit of accompanying enterprises byMong Cai Border Gate Customs.

According to leaders of Mong Cai Border Gate Customs Sub-Department, the CERM system allows to log the entire process of supporting, interacting and solving difficulties of the agency for each enterprise, as well as the satisfaction level of each enterprise. The quality of service was provided by the Customs through the evaluation of the annual CDCI competitiveness index of the department. In particular, the database of enterprises is grouped, import and export business, management areas for the support and monitoring to be implemented with focus, key and effective promotion. The system also allows interacting with businesses via proactive and automatic messaging, email, archiving operations with businesses. The process of support and satisfaction of businesses will allow customs to focus on assessing weaknesses in partnerships with businesses to focus development resources.

Thanks to the effectiveness in supporting businesses with Mong Cai border gate Customs Branch, the CERM system is expected to be applied acrossthe whole Quang Ninh Customs Department.