Our Strategy

Measuring conformance to service delivery standards


In the context of liberalisation of trade, the service delivery levels of the Customs and Excise Administrations have to be substantially enhanced. It is accordingly proposed to first develop the standards for delivery of service to the trading community; then evaluate performance of Administration to bring about accountability. To improve the service delivery standards, the initiatives we have in mind are :-



Publication of Citizens' Charter, setting out service standards.


Undertaking a survey of satisfaction levels of travelling public passing through Customs at various Ports, Airports and other border stations also conduct survey of satisfaction levels of businesses, industry am individuals involved in manufacture and clearance of goods and institute measures to improve service delivery conformance.


Undertake on on-going-basis an assessment of the degree c conformance to standards and publish periodical reports for the information of the trading community.