Initiative to develop Customs Business partnership of Hai Phong Customs


Hai Phong Customs Department organizes a meeting with Logistics businesses in 2024. Photo: Hai Phong Customs Department
Hai Phong Customs Department organizes a meeting with Logistics businesses in 2024. Photo: Hai Phong Customs Department

Creating favorable conditions for businesses to assess civil servants

Notably, in addition to the contents following the “common form” of the sector, to promote the development of Customs-Business partnerships, Hai Phong Customs Department has taken the initiative: building and implementing a “service quality assessment system for customs officers ” (referred to as the assessment system) from 2020.

The system aims to record and synthesize assessments and the level of satisfaction of businesses with the service quality of civil servants, work teams, and relevant customs branches in each specific declaration and file to promptly check, verify, and handle all acts of inconvenience, harassment, negativity, delay, and professional errors (if any); clearly define the responsibilities of each unit and individual in the customs clearance.

From there, strengthening the supervisory role of people and businesses as well as raising the awareness and responsibility of civil servants in performing public duties; bringing the Customs – Business partnership more and more substantive.

Five levels of assessment

Sharing more specifically about the basic features of the assessment system, a representative of Hai Phong Customs Department said that at businesses, the System allows evaluation on each customs declaration in the business’s declaration software.

Assessment subjects include customs branches, working teams, professional stages, and civil servants. Businesses can select multiple subjects for one declaration.

There are 5 levels of assessment including: Very satisfied; Satisfied; Normal; Unsatisfied; Very unsatisfied

At each level of assessment, the enterprise can clearly state the reason for selection or write down the content of the enterprise’s idea.

At Hai Phong Customs Department, the Receiving System and Software have the functions of statistics, reporting, and exploiting detailed information for assessments of enterprises.

Specifically, listing and analyzing total number of assessments for branches, working teams, professional stages, and civil servants; listing all assessments of each form; recording information processing results for assessment forms; looking up details according to criteria: assessment form, enterprise, assessment time, branch, working team, professional stage, assessed civil servant, assessment level.

Adding the function of notification of newly issued and effective legal documents; guidance documents on customs policies and procedures issued by the Ministry of Finance and the General Department of Customs requiring publicity for businesses to know, implement, and direct to information sources to look up documents.

The addition of the function of notification of newly issued and effective legal documents on the system will encourage businesses to participate in assessing satisfaction with public servants, becoming a permanent awareness of businesses in supervising public servants in performing public duties, and while improving understanding and law compliance of businesses.

Important information channel

Through the implementation process, the assessment system has received active support and increasing participation from the business community.

In addition to the fact that Hai Phong Customs Department achieved a high rate of “Very satisfied” and “Satisfied”, there were also very unsatisfied and unsatisfied comments.

For the comments “Very unsatisfied”, “Unsatisfied”, Hai Phong Customs Department has developed and issued regulations on processing information from the Service Quality Assessment System for civil servants, units under the Department under Decision No. 400/QD-HQHP dated March 2, 2021 (Regulations) to process information reported by businesses.

The regulations clearly stipulate the responsibility for monitoring, processing, updating, and notifying information processing results in cases of “Unsatisfied” and “Very unsatisfied”.

At the same time, the regulations clearly stipulate: the results of processing assessment information of enterprises are one of the contents to evaluate the implementation of developing the Customs-Businesses partnership as well as to evaluate the results of completing professional tasks, review annual emulation, rewards and disciplinary actions for relevant units and civil servants.


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