Imagine a cargo-laden megaship arriving at port, only to face cumbersome procedures and inefficient customs clearance that lead to cargo delays and missed business opportunities. This scenario represents not just corporate losses but obstacles to national economic development. The Kingdom of Eswatini understands this challenge well and is implementing transformative reforms to overhaul its human resource management system, injecting new momentum into trade facilitation efforts.
The Foundation of Trade Facilitation: Prioritizing Talent
The World Trade Organization's (WTO) Trade Facilitation Agreement aims to enhance trade efficiency and reduce costs by eliminating unnecessary border inspections, simplifying documentation requirements, and optimizing procedures. However, achieving these objectives requires a highly skilled, professional customs workforce. The Eswatini Revenue Authority (SRA) recognizes that human capital forms the fundamental support for customs modernization and reform strategies.
WCO's Professional Assessment and Support
To bolster Eswatini's reform initiatives, the World Customs Organization (WCO) conducted a Talent Development Diagnostic mission to SRA from April 29 to May 3, 2019. This assessment was implemented following recommendations from SRA's Trade Facilitation Agreement implementation plan. WCO experts thoroughly evaluated SRA's key competencies and gaps across multiple dimensions including strategic direction, competency frameworks, position structures, planning and performance management, training programs, career development, and compensation systems - with particular focus on WTO Trade Facilitation Agreement implementation. The diagnostic followed WCO standards to ensure professional and objective evaluation.
Comprehensive Consultations and Peer Learning
WCO experts engaged in extensive consultations with SRA's senior leadership and heads of various departments including Human Resources, Corporate Services, Internal Affairs, Learning & Development, Modernization Team, Operational Policy, Inland Customs Operations, and Border Operations. To further enhance SRA's capabilities, WCO facilitated knowledge exchange between SRA officials and their counterparts at the Malawi Revenue Authority's HR department, allowing Eswatini to learn from Malawi's best practices in core human resource functions. This peer learning approach helped SRA officials better understand practical applications of theoretical concepts.
Eswatini's Commitment and Action Plan
At the mission's conclusion, SRA committed to adopting competency-based management principles aligned with the Customs Professional Framework and Principles and WCO guidelines for implementing competency-based human resource management. The assessment culminated in a mutually agreed implementation plan that provides SRA with a clear roadmap for HR reforms.
Building a Competency Framework
SRA must establish a comprehensive competency model defining core requirements for various positions. This includes technical competencies (e.g., commodity classification, valuation, rules of origin), managerial competencies (e.g., leadership, communication, problem-solving), and behavioral competencies (e.g., integrity, accountability, teamwork). Such a framework enables more precise recruitment, training, and performance evaluation to ensure optimal staffing.
Optimizing Recruitment Processes
Moving beyond traditional focus on academic credentials and experience, SRA needs to reform recruitment by incorporating competency assessment tools like situational simulations, case analyses, and behavioral interviews. Partnerships with academic institutions can develop targeted training programs to cultivate future customs professionals.
Enhancing Training Systems
A systematic training framework encompassing pre-service, on-the-job, and advancement training must be established, with content closely tied to operational needs and emphasizing practical applications. Digital learning platforms can provide flexible training resources accessible anytime, anywhere.
Strengthening Performance Management
Linking performance evaluations to competency development creates powerful incentives. Assessment results should inform promotions, salary adjustments, and rewards while constructive feedback mechanisms help employees improve performance.
Clear Career Pathways
Well-defined advancement opportunities and mentorship programs help attract and retain talent while accelerating professional growth.
Competitive Compensation
Regular benchmarking ensures remuneration remains competitive within the sector, while diversified benefits (health insurance, pension plans, paid leave) address diverse employee needs.
Organizational Culture
Fostering an innovative, collaborative culture through various activities strengthens team cohesion and operational effectiveness.
Digital Transformation
Accelerating adoption of technologies like big data, AI, and blockchain enhances customs efficiency while requiring corresponding upskilling of personnel.
International Cooperation
Active engagement with WCO, WTO, and bilateral customs partnerships facilitates knowledge exchange and coordinated responses to global trade challenges.
Continuous Improvement
Regular evaluation mechanisms and employee feedback channels ensure HR systems evolve to meet changing needs.
International Support
This reform initiative benefits from generous support by Finland's Ministry of Foreign Affairs along with the UK's HM Revenue & Customs, WCO, and UNCTAD.
Through building a modern, competency-based HR management system, Eswatini demonstrates how human capital development serves as the core driver of trade facilitation - a model offering valuable lessons for developing economies worldwide.