The flourishing global trade landscape relies heavily on efficient customs clearance processes. Yet unnecessary border inspections, cumbersome documentation requirements, manual operations, uncoordinated customs departments, and complex regulations continue to hinder the smooth flow of goods and services while increasing trade costs. The solution to these persistent barriers lies in human capital—specifically, in developing a modern, competent customs workforce.
The Eswatini Revenue Authority (SRA) recognizes this fundamental truth, placing human resource development at the core of its customs modernization and reform strategy. In response to the implementation of the World Trade Organization's Trade Facilitation Agreement and following recommendations from the Mercator Implementation Plan, SRA partnered with the World Customs Organization (WCO) to conduct a comprehensive personnel development diagnostic mission from April 29 to May 3, 2019.
WCO Diagnostic Assessment: Building a Competency Framework
The WCO mission followed established standards, evaluating critical areas including strategic orientation, competency and job analysis, planning and performance management, training initiatives, career development pathways, and compensation structures. This thorough assessment aimed to help SRA establish a competency-based human resource management system to enhance the professionalism and efficiency of its customs officers.
To ensure comprehensive evaluation, WCO experts engaged in extensive consultations with SRA's senior management and department heads overseeing human resources, corporate services, internal affairs, learning and development, modernization teams, operational policies, and both inland and border customs operations. These discussions provided crucial insights into SRA's current personnel development status and future requirements.
The diagnostic process also included a knowledge-sharing exchange between SRA officials and their counterparts at the Malawi Revenue Authority, which has implemented best practices in core human resource functions. This peer learning opportunity offered valuable reference points for SRA's modernization efforts.
SRA's Commitment: Adopting Competency-Based Management
Building on the assessment findings, SRA committed to implementing competency-based management principles outlined in the Framework of Customs Professional Practices and Principles and WCO's Guidelines for Implementing Competency-Based Human Resource Management. This strategic shift will reshape SRA's approach to recruitment, training, performance evaluation, and career progression to ensure officers possess the necessary knowledge, skills, and abilities.
The mission culminated in a mutually agreed implementation plan detailing specific actions and timelines for SRA's personnel development initiatives. This roadmap outlines several key components:
- Competency Model Development: Creating a comprehensive framework aligned with SRA's strategic objectives and operational needs
- Job Analysis and Descriptions: Clarifying roles, responsibilities, and required competencies for all positions
- Recruitment and Selection: Implementing scientific, objective hiring processes including structured interviews and competency assessments
- Training and Development: Designing targeted programs covering customs regulations, trade facilitation, risk management, and technology
- Performance Management: Linking evaluations to competencies and using results to inform training and career advancement
- Compensation and Benefits: Establishing competitive, performance-based remuneration packages
- Career Pathways: Developing clear progression routes to attract and retain talent
The successful implementation of this diagnostic mission received support from international partners including the Finnish Ministry for Foreign Affairs, UK's HM Revenue & Customs, WCO, and UNCTAD. This collaborative model demonstrates the value of international cooperation in customs modernization efforts.
By establishing this competency-based human resource foundation, SRA positions itself to significantly enhance customs operations and contribute to Eswatini's trade facilitation objectives. The initiative serves as a valuable reference for other developing nations seeking to strengthen customs administration through workforce development.