The Customs consulting department responded with 100,000 answers for enterprises

	What does hotline 1900 9299 of the Customs sector support to the enterprise?
	The Customs’ switchboard hotline number, 1900 96 96 47, enhances the ability to receive the problems of enterprises.
	The Ministry of Health continues consultation to amend some regulations on business conditions

operations of the Help Desk. Photo: Customs IT and Statistics Department

Support 24/7

Talking with reporters from the Customs News, Mr. Tran Cong Tuan - Director of the Center said: Currently, the Help Desk continues to support VNACCS/VCIS system users and centralized IT application systems. Customs sector includes: E-customs, Tax Accounting, Corporate User Registration, Customs User Registration, Online Public Services, Electronic Tax Payment 24/7-Epayment, VASSCM/Ecargo and Port National one-stop information.

24/7 support includes weekdays and holidays.

On the other hand, since September 2018, the Help Desk has been tasked to answer the General Department of Customs’ hotline.

Scope of support includes: Denouncing and reporting crime; informing about acts of smuggling, trade frauds, illegal transportation of goods across borders and other acts of violating law in the customs sector under the handling competence of customs offices; news of negativity and harassment, and news related to obstacles in the process of implementing customs procedures such as tax problems on import and export goods, customs procedures, classification of codes for import and export goods.

In order to improve the capacity of receiving and responding to enterprises and customs officers, the General Department of Customs has piloted the implementation of the Executive Management System to carry out the Help Desk to support the deployment of VNACCS/VCIS and IT application systems in Customs, through which to establish a switchboard for support.

This is a new breakthrough in IT application of Customs. Through only the 19009299 - Call Center, the General Department of Customs wants to bring the quality of support services that will be gradually improved, to be professional and timely, facilitating the business community participating in import and export goods procedures.

Since October 2018, the new Help Desk system integrated the switchboard system, managed incoming calls, and automatically divided the calls into the lines... the Helpdesk work was electronicized.

Specifically, all calls are recorded; emails are managed and aggregated automatically via the system; Full statistics, reporting, and data analysis are useful for identifying system problems from a user perspective to provide advanced system solutions.

"From 7 lines, now the switchboard can simultaneously receive 60 transactions, including incoming/ outgoing calls and calls in the queue, the performance is more than 8 times higher than before" - Mr. Tran Cong Tuan added.

In addition, the Help Desk also receives user problems via email address bophanhotrotchq@customs.gov.vn.

Different from the past as email was entangled with enterprises being received, assigned and processed manually, now emails are integrated into the separate processing module on the new system. Email will be automatically received and distributed to the support staff in the shift, and the processing content of emails will be recorded on the system to serve the management and statistics. The upgrading of the system has contributed to creating favorable conditions for workers to guide and improved work efficiency...

Results of receiving and handling problems of the Help Desk in the last 4 years. Chart: Binh.

Soving 400 problems/ day

According to the Management Center, which operates the customs information technology system, there are days when the team receives 400 calls and emails.

In particular, there are days or peak times when an officer may have to receive and handle more than 1,000 user requests via phone and email, so the volume and work pressure for staff at the consulting department is very high.

Since its operation (since 2014), the Help Desk has been playing an important role in paralleling the implementation of IT systems of the Customs sector.

Notably, the number of comments and problems sent to the consulting department is increasing.

In 2015, the Help Desk only received and handled about 50,000 problems, including 30,000 calls, the number of emails was 20,000.

By 2018, the number of problems received and handled had reached 100,000, of which the number of emails was 46,000 and the number of calls was 54,000.

The increase in the annual number of problems dealt with by the Customs and related ministries and branches has continued to promote the application of IT in solving administrative procedures, facilitating the people and businesses. The process of deploying new applications always needs to be guided and consulted to the business community so as to thoroughly grasp and deploy smoothly.

The Customs’ hotline 1900 96 96 47 answers hundreds of questions per working day VCN- The Helpdesk under the Center for Management and Operation of Customs IT System (under the Customs ...

For example, in 2018, there were more than 100 new procedures of ministries and branches connected to the National Single Window, therefore, the Help Desk always had to grasp new procedures to guide businesses when facing problems…