KYOTO CONVENTION GENERAL ANNEX GUIDELINES Chapter 7 APPLICATION OF INFORMATION AND COMMUNICATION TECHNOLOGY WORLD CUSTOMS ORGANIZATION Version 7 March 2014 Kyoto Convention – General Annex – Chapter 7 Guidelines on Application of Information and Communication Technology “Copyright © 2014 World Customs Organization All rights reserved. Requests and inquiries concerning translation, reproduction and adaptation rights should be addressed to [email protected]”. 2. Kyoto Convention – General Annex – Chapter 7 Guidelines on Application of Information and Communication Technology Table of Contents TABLE OF CONTENTS ...................................................................................................................................... 3 1. MANAGEMENT SUMMARY .................................................................................................................... 8 1.1. PURPOSE ....................................................................................................................................................... 8 1.2. THE STRATEGIC ROLE OF ICT....................................................................................................................... 8 1.3. FUTURE TRENDS ......................................................................................................................................... 12 1.4. SCOPE ......................................................................................................................................................... 15 1.5. CROSS REFERENCE TABLE TO THE KYOTO CONVENTION ............................................................................ 16 2. BENEFITS OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) ...................... 17 2.1. INTRODUCTION ........................................................................................................................................... 17 2.2. MORE EFFECTIVE CUSTOMS CONTROLS ...................................................................................................... 17 2.3. MORE EFFICIENT CUSTOMS CLEARANCE ..................................................................................................... 18 2.4. UNIFORM APPLICATION OF CUSTOMS LAW ................................................................................................. 19 2.5. MORE EFFICIENT REVENUE COLLECTION ..................................................................................................... 19 2.6. MORE EFFECTIVE DATA ANALYSIS .............................................................................................................. 19 2.7. EFFICIENT PRODUCTION OF EXTERNAL TRADE STATISTICS .......................................................................... 19 2.8. IMPROVED QUALITY OF DATA ..................................................................................................................... 20 3. THE DECISION-MAKING PROCESS ................................................................................................... 21 3.1. CHANGE MANAGEMENT ............................................................................................................................. 21 3.1.1. Ten Steps in Change Implementation .............................................................................................. 22 3.1.2. Why Change Fails ........................................................................................................................... 24 3.1.3. How To Ensure Change Succeeds................................................................................................... 25 3.2. WHO SHOULD DEVELOP THE SYSTEM? ........................................................................................................ 25 3.2.1. Choosing a consultancy company ................................................................................................... 27 3.3. THE STEERING COMMITTEE ........................................................................................................................ 27 3.4. TYPES OF PLANNING ................................................................................................................................... 27 3.4.1. Strategic planning ........................................................................................................................... 28 3.4.2. Project planning.............................................................................................................................. 28 3.4.3. Business Continuity Planning ......................................................................................................... 30 3.5. DEVELOPING ENTERPRISE ARCHITECTURE: ................................................................................................ 31 4. THE IMPORTANCE OF CONSULTATION ......................................................................................... 33 4.1. THE TRADING COMMUNITY ......................................................................................................................... 33 4.2. CUSTOMS STAFF .......................................................................................................................................... 33 5. THE SYSTEM DEVELOPMENT PROCESS ......................................................................................... 35 5.1. DETAILED INVESTIGATION AND ANALYSIS OF EXISTING SYSTEM ................................................................ 35 5.2. DETAILED SYSTEM DESIGN.......................................................................................................................... 36 5.3. PROGRAMMING ........................................................................................................................................... 37 5.4. THE PROCUREMENT PROCESS ..................................................................................................................... 37 5.4.1. Procurement .................................................................................................................................... 37 5.4.2. Request for Proposal (RFP) ............................................................................................................ 38 5.4.3. Evaluation of responses to RFP ...................................................................................................... 39 5.4.4. Installation ...................................................................................................................................... 39 5.5. IMPLEMENTATION OF THE SYSTEM ............................................................................................................. 41 5.5.1. System Testing ................................................................................................................................. 41 5.5.2. File Conversion ............................................................................................................................... 41 5.5.3. User training ................................................................................................................................... 42 5.5.4. Changeover strategy ....................................................................................................................... 43 3. Kyoto Convention – General Annex – Chapter 7 Guidelines on Application of Information and Communication Technology 5.6. POST-IMPLEMENTATION EVALUATION ........................................................................................................ 44 5.7. SYSTEM MAINTENANCE .............................................................................................................................. 45 5.7.1. Reasons for maintenance ................................................................................................................ 45 5.7.2. Types of maintenance ...................................................................................................................... 46 5.7.3. Responsibility for Maintenance ...................................................................................................... 46 5.8. SET UP OF A HELP DESK .............................................................................................................................. 46 5.8.1. Customs client service commitments ............................................................................................... 46 5.8.2. Does Customs need a help desk? .................................................................................................... 47 5.8.3. Different aspects of help desk ......................................................................................................... 48 5.8.3.1. Helpdesk as the front-office:................................................................................................................ 48 5.8.3.2. Service Encounters & ‘Moments of Truth’:....................................................................................... 48 5.8.4. Help desk as a vehicle of value delivery ......................................................................................... 48 5.8.5. How to set up a help desk?.............................................................................................................. 49 5.8.6. How well is the help desk doing? .................................................................................................... 50 5.8.7. Impact of help desk on Customs operations ...................................................................................