Quang Ninh: Enterprises grade customs service quality

From May 15, 2021, the Provincial Customs Department will officially operate the "System for assessing service quality of civil servants under the Provincial Customs Department during the process of handling procedures". Through the system, it will promote administrative procedure reform and improve the quality of operations of the unit.

Accordingly, the system assesses the level of satisfaction with the service quality of Customs officers, working teams/groups, and Customs Sub-departments according to 5 levels: Very satisfied – 5 stars; satisfied – 4 stars; normal – 3 stars; not satisfied - 2 stars and finally very dissatisfied (1 star equivalent).

The assessment will be done on the customs declaration software (ECUSVNACCS) after the enterprise completes the customs procedures for each shipment. The results will be sent to the Provincial Customs Department. The Department will verify, examine, absorb and strictly handle all acts of causing trouble, harassment, negativity, delay, professional errors (if any) in the performance of official duties. Then, the Provincial Customs Department will deliver the processing results to the enterprise.

In addition, the system is expected to strengthen the coordination of supervision and assessment of the business community on the service quality of customs officers. The system will be put into trial operation for 10 days before being officially put into operation.