September 21, 2018 21:41

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Survey for implementation of Client Service Charter needs proper attention of businesses

09:25 | 25/10/2017

 VCN- The General Department of Vietnam Customs (GDVC) has conducted the survey of businesses nationwide on the implementation of commitments in the Client Service Charter and demand of business for service quality provided by the Customs.

survey for implementation of client service charter needs proper attention of businesses Customs Sector takes opinions about Customer service Statement
survey for implementation of client service charter needs proper attention of businesses The Customs conducts survey of businesses about the implementation of Client Service Charter
survey for implementation of client service charter needs proper attention of businesses Customs assess the implementation of commitments on client services
survey for implementation of client service charter needs proper attention of businesses Survey for implementation of Client Service Charter needs proper attention of businesses
The comments of businesses will be the basis for the Customs to improve the efficiency of customer service. Photo: N.Linh.

Mr. Hoang Dinh Trung- Deputy Director of Customs Reform and Modernization Board (General Department of Vietnam Customs (GDVC)) said that businesses need to pay attention to evaluate fully and effectively. Thereby, further facilitating Customs clearance businesses.

In the recent times, the effort in Customs modernization and reform of the Customs was recognized and highly appreciated by leaders of all levels. In the recent working session between GDVC and EU-ASEAN Business Council (EU-ABC) and European Business Association in Vietnam (EuroCham), the representatives highly appreciated achievements of the Customs. The representatives of EU-ASEAN said that NSW and ASW were positively deployed by Vietnam with much encouraging progress compared to many other ASEAN countries. If they were successfully implemented, the export and import process would be promoted, contributing to enhance the economic development in Vietnam as well as supporting traders doing businesses in Vietnam. However, in the process of implementing Customs procedures, many businesses also presented obstacles related to Customs procedures, the performance of duties of Customs officers and cooperation between business and Customs.

According to Mr. Hoang Dinh Trung, in the past time, the Customs conducted surveys in the business community on the implementation of the Client Service Charter. But surveys were in general and not specific in each commitment in the Client Service Charter.

Therefore, in order to further complete and improve customer service quality in Customs field, the GDVC has carried out comprehensive evaluations on the implementation of commitments of two sides including Customs services and the business community. The targets are to evaluate strong points and weak points in the implementation of commitments in the Client Service Charter in Customs agencies at all levels; identify commitments which are implemented and commitments which have been not implemented and commitments that can be improved as well as expectations and demand of business community for commitments and service quality which need to be met by the Customs services; and commitments are not in line with the new context.

According to Mr. Trung, the assessments of businesses play an important role in the context that the Customs is promoting administrative reform and strengthening discipline and rules in public service performance. Thus, the Customs Reform and Modernization Board will summarize and analyze commitments, and propose to amend and supplement inappropriate commitments in the Client Service Charter.

In order to create favorable condition for businesses in the assessment, the questionnaire specifies contents to be provided by businesses including general contents and specific contents. The specific contents relating to the time of implementing administrative procedures. 4 key groups of administrative procedures in the questionnaire are: the time limit for the completion of the examination of dossiers is 2 working hours at the latest after Customs officers receive full Customs dossiers; the time limit for completion of physical inspection of normal goods is 8 working hours at the latest after Customs declarants fully produce goods to Customs offices; The time limit for completion of physical inspection for goods subject to specialized inspection is 8 working hours from the time of receiving specialized inspection results ; The time limit for completion of physical inspection of goods in large quantities and of many types or in case the inspection is complicated: not more than 2 days.

survey for implementation of client service charter needs proper attention of businesses Customs assess the implementation of commitments on client services

VCN - Developing a plan to improve the quality of client service in the Customs sector is ...

“Through the surveys, businesses will get certain benefits. They can assess the implementation of commitments with the Customs. At the same time, they can express their opinion on amendment and supplement of commitments for more appropriation. Hence, businesses can enhance their awareness and responsibility in collaboration with the Customs. However, to this end, the most important thing is that businesses have to pay attention and effectively provide opinions to the questionnaires. If the attention of businesses is not proper, and the amount of information is less, the assessment will not be effective” Mr. Trung said.

Currently, all information of the surveys and the questionnaire are publicized by the GDVC in many media such as Customs newspaper, Portal of the GDVC, business associations, provincial and municipal Customs departments to attract the attention of business community for coordination of the Customs.

From 2012 to now, GDVC has collaborated with VCCI to conduct 3 surveys on the satisfaction of businesses with Customs operation in 2012, 2013 and 2015. The assessments will help the Customs sector recognize the service quality for business and people and meet the targets and requirements of the Government and Ministry of Finance. Customs officers must constantly innovate and enhance in their duty performance to minimize the costs and time for people and businesses in carrying out Customs administrative procedures.

The result of the survey on business’ satisfaction for Customs operation is also the basis for the GDVC to analyze and assess this survey.

By Ngoc Linh/Ngoc Loan