With the support of EU4PFM, the State Customs Service is launching the develionent of a Contact Centre

A robust Help Desk system for NCTS was one of the key prerequisites for Ukraine’s accession to the Common Transit Convention. In line with European practice, the next step to strengthen communication between customs authorities and businesses is the creation of a Help Desk system for all customs IT systems (IT Service Management – ITSM).

The Contact Centre will serve as a single communication channel between businesses and the State Customs Service. Its functions will cover not only issues related to customs IT systems but also all other aspects of interaction between foreign trade operators and customs authorities. This approach follows European practice in building comprehensive user support systems (ITSM).

The State Customs Service has already signed a contract to develop the Contact Centre with the support of EU4PFM Programme.

“The Contact Centre will create a unified technological and communication environment to automate communication flows on a single, centralised, modern technical platform. This will ensure fast and efficient customer service – through both voice and non-voice channels – including live chat with operators, call recording and storage,” noted Dragan Jeremic, EU4PFM Key International Expert on IT.

The system will be built on a modern platform capable of processing a high volume of requests simultaneously, optimising response times, and handling large amounts of information. The new system will accelerate business processes and minimise the human factor. It will also enable tracking the history of all requests – for businesses, their own request history; for the State Customs Service, the history of all requests from all applicants and by individual applicant.

The Contact Centre software will be integrated with the new Help Desk solution developed with EU4PFM support.