The Work Processes to Increase Service Efficiency in Import Customs Clearance at Ladkrabang Cargo Control Customs Bureau.

Abstract

The objectives of this research were 1) to study work processes to increase service efficiency in import customs clearance at Ladkrabang Cargo Control Customs Bureau under the Thai Customs service standards. 2) to compare operating times of work processes in import customs clearance at Ladkrabang Cargo Control Customs Bureau with Thai Customs service standards. 3) to study problems and solutions of work processes to increase service efficiency in import customs clearance at Ladkrabang Cargo Control Customs Bureau. This research was qualitative research. Twelve expert samples were selected from officers and importers by purposive sampling and using the In-debt interview, non - structured interviews and open-ended questions.

The research found as follows: 1) the work processes to increase service efficiency in import customs clearance at Ladkrabang Cargo Control Customs Bureau were: importers declare information via computer system, submit tax payment, inspect goods incase green line, goods incase red line, or goods incase X-ray, and release the goods. These processes were in line with Thai Customs service standards.

2) It was found that the operation times to declare information via computer system, submit tax payment, inspect goods incase red line, and inspect goods incase X-ray took more time than Thai Customs service standards, but inspect goods incase green line, and release the goods were in time with Thai Customs service standards. And the whole processes were completed within 30 days according to standard time.

3) Problems of work processes were the computer system failure, incomplete document, long goods checking process, long period of X-ray process, incorrect and defective information importers input to the Customs Department’s computer system, and lack of knowledge of customs regulations and import customs clearance processes. The solutions were immediately solving by coordinating with the IT supporting team when the computer system failure occurred, providing the knowledge of relevant laws and rules to importers and customs officers, implementing X-ray project in advance, regularly training new regulations for officers, importers and shipping agents.

Recommendation:  The Customs Department should develop the computer system to be more efficient and stable. The Customs Department’s computer system should link information with all relevant government agencies and importers. There should be more convenience channels for tax payment and fees. An effective Call Center & Helpdesk needs to be developed to provide better services. The Customs Department should provide all essential information and details of the clearance processes in website.