Imagine a well-trained, highly motivated customs force operating like a precision machine—efficiently combating smuggling, facilitating trade, and safeguarding national economic development. This vision is becoming reality for Fiji Customs through scientific human resource management, with the World Customs Organization's (WCO) "Talent Development Diagnostic Tool" serving as their strategic instrument.
WCO's Talent Development Tool: A Catalyst for Customs Modernization
In August 2017, a WCO expert team conducted a comprehensive human resource assessment of Fiji Revenue and Customs Service (FRCS), funded by the China Customs Cooperation Fund. The mission evaluated FRCS's existing HR structure against WCO standards and best practices, providing actionable recommendations to strengthen ongoing HR management reforms.
The diagnostic tool works in tandem with WCO's Customs Professional Framework Principles and Practices , offering a complete toolkit for customs modernization. Its embedded HR standards help align human resource processes with operational requirements, enabling customs administrations to attract, develop, and retain efficient, motivated, and adaptable personnel.
Fiji's Reform Blueprint: Strategic Planning With People at the Core
FRCS launched an ambitious reform program through its 2017-2020 Strategic Plan, focusing on four pillars: partnerships, legislation and processes, people, and technology. The "people" component received particular emphasis, reflecting FRCS's commitment to workforce development.
During the assessment, FRCS assembled a dedicated project team from its HR, capability, and culture departments, along with tax and customs managers. The team had previously studied WCO's competency-based HR approach through the Customs Professional Framework and conducted thorough analysis of current HR processes and capabilities.
WCO experts supplemented this with interviews across organizational levels—from senior leadership to mid-level operational managers—gathering valuable insights about HR service delivery perceptions.
Key Findings and Improvement Priorities
The assessment yielded several recommendations to strengthen competency-based HR management and development across FRCS:
- Enhanced recruitment: Establishing more scientific and equitable hiring systems to identify optimal candidates through improved channels, better assessment methods, and thorough background checks.
- Training advancement: Developing diversified programs to upgrade staff skills, including internal training systems, external expertise, and international exchange opportunities.
- Performance management: Implementing clear KPIs with regular evaluations and feedback to motivate continuous improvement.
- Compensation optimization: Offering competitive remuneration packages through regular market surveys, flexible benefits, and transparent promotion pathways.
- Collaboration enhancement: Creating open communication channels through regular meetings, digital platforms, and inclusive decision-making processes.
Competency Modeling: The Foundation for Customs Excellence
The cornerstone recommendation involved developing a comprehensive competency framework to guide all HR functions. Such models typically include:
- Core values: Fundamental organizational principles like integrity, accountability, and teamwork
- Universal competencies: Transferable skills including communication, problem-solving, and leadership
- Technical expertise: Customs-specific knowledge like tariff classification and risk assessment
- Leadership capabilities: Managerial skills for strategic planning and team development
This structured approach enables precise talent identification and development, ensuring optimal workforce alignment with operational requirements.
Sustained WCO Support for Continuous Improvement
The diagnostic tool represents an ongoing improvement process rather than a one-time solution. WCO maintains its commitment to assisting Fiji Customs in implementing recommendations and refining HR systems to build a high-performing, professional customs administration.
Fiji's experience offers valuable lessons for other developing nations seeking to modernize their customs operations through strategic workforce development. In an era of globalization and digital transformation, investing in human capital remains essential for customs administrations to meet emerging challenges and capitalize on new opportunities.