EU4PFM supports further development of Ukraine’s Customs Contact Centre

The State Customs Service is preparing for the full-scale launch of the Contact Centre — a comprehensive user support service designed to become a single point of access for obtaining guidance on customs matters and other related issues.

The platform will provide several channels for communicating with the customs administration, including by phone, via Viber messenger, and through the Help Desk self-service portal, which is already successfully used to support NCTS users. These channels are currently being tested, while the technical and methodological solutions required for the Contact Centre’s full operation are being developed in parallel.

In addition to providing technical support for the development of the Contact Centre, the EU4PFM Programme is supporting the implementation of the Knowledge Base functionality — one of the key elements of the service platform — with the involvement of international experts.

The Knowledge Base is intended to systematise information on customs-related matters and create a single, structured source of answers for users. This will enable operators to provide the required information more quickly, ensure a consistent approach to delivering guidance, and reduce the time needed to process enquiries.

EU4PFM international experts and specialists from the State Customs Service have already held a joint meeting with the service provider and broadly endorsed the implementation plan for the Knowledge Base functionality. The next stages will include adapting the standard functionality of Ivanti Neurons for ITSM to the business processes of the State Customs Service; configuring the structure and processes for maintaining the Knowledge Base; transferring the existing body of guidance material into the system; testing the functionality; and subsequently integrating it into the Contact Centre’s operations.

The project is scheduled to run for four months and is expected to be completed in December 2026.

The launch of a single Contact Centre and the further development of the Help Desk as part of the platform are among the elements of the digital transformation of Ukraine’s customs administration. The initiative aims to make interaction with customs simpler, faster and more predictable for businesses and citizens.