Imagine the impact on regional trade if customs operations improved by just 1%. Customs administrations across the Middle East and North Africa (MENA) region are working to turn this possibility into reality. A recent regional workshop on organizational performance measurement, held in Doha, Qatar, has provided new momentum for enhancing customs efficiency in the area.
Driving Transformation: WCO Supports MENA Customs Modernization
From December 3-7, 2017, the World Customs Organization (WCO) conducted a regional workshop on organizational performance measurement for the MENA region. Hosted by Qatar Customs, the event brought together over 50 representatives from nine customs administrations. The workshop aimed to help member administrations improve organizational performance and operational efficiency to better serve regional trade development.
Core Workshop Content: Building Performance Measurement Systems
The five-day workshop focused on key elements of organizational performance measurement, including strategic planning indicator design, operational planning, and functional activity performance measurement. Through practical group discussions, participants developed performance indicators applicable to strategic plans, operational programs, and functional activities.
The agenda also covered benchmarking, service charters, and the WCO Time Release Study (TRS), providing customs administrations with tools to establish comprehensive performance measurement systems.
- Strategic Planning Indicators: Participants learned to design key performance indicators (KPIs) that reflect strategic objectives and measure implementation progress.
- Operational Planning: The workshop emphasized breaking down strategic goals into actionable operational plans with clear performance targets.
- Functional Activity Measurement: Representatives explored how to design appropriate metrics for different functional areas to evaluate and improve workflows.
- Benchmarking: Customs administrations were encouraged to learn from high-performing peers to continuously improve their operations.
- Service Charters: The workshop highlighted how clear service standards and commitments can increase transparency and customer satisfaction.
- WCO Time Release Study (TRS): Participants received guidance on using this tool to assess and streamline cargo release processes.
Innovation Spotlight: Qatar Customs' Business Intelligence Approach
Beyond theoretical discussions, members shared practical innovations. Notably, Qatar Customs presented its experimental "business intelligence" performance measurement model, offering new perspectives for other administrations.
Qatar's approach focuses on:
- Integrating and analyzing data from multiple sources to gain comprehensive operational insights
- Transforming complex performance data into intuitive visual reports for management decision-making
- Implementing real-time monitoring of critical KPIs to enable prompt corrective actions
Theoretical Foundation: WCO Standards and Capacity Building
The workshop curriculum was based on WCO standards, particularly Chapter 13 of the WCO Capacity Building Development Compendium, along with current international developments in customs performance measurement. This ensured participants received authoritative, practical guidance aligned with global best practices.
Looking Ahead: Sustaining MENA Customs Performance Improvements
The successful workshop provided MENA customs administrations with both theoretical knowledge and practical methodologies for performance enhancement. With continued WCO support, these administrations are positioned to make significant contributions to regional trade efficiency and economic development through improved organizational performance.