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Practice:Customs Administration of the Republic of Macedonia

From CAF Network

DescriptionDescription of practice

The CAF model at the Customs Administration is implemented a year ago at the full level, including the entire organizational structure.

In the organizational work of our institutions, the CAF meant introducing a method of continuous improvement of the organization, in correlation with already established policies and practices for quality management.

The assessment team was formed with a decision to start the process of a common assessment framework composed of 17 members, with coordinator and a deputy coordinator, determined on the basis of participation of employees from all organizational units in the CA, including from the customs offices, from a different hierarchical , a different ethnicity and gender, in order to obtain a more relevant contribution to the self-assessment, taking into account the individuals to have a solid knowledge of the work of the organization.

Results and outcomesResults and outcomes of the CAF implementation

Self-assessment was carried out in two months, in the period September-October 2016.

The self-assessment team conducted an analysis based on a team-based assessment with discussions and evidence, decided on the strengths and areas to be improved, and formulated draft measures and activities to improve the situation in the Customs Administration. In the self-assessment report on the criterion People, activities were undertaken by the Customs Administration in the direction of developing the competences of the employees and managing their potential at the individual and organizational level, their mutual communication, with the ultimate goal of functioning of the processes and achieving organizational success. The team also provided a multitude of suggestions for improvement in this area, as well as concrete actions and measures in this direction. With the Plan for improvement of the situation in the CA, 36 measures were determined, 18 of which are rapidly implemented measures and 18 measures for improvement of the conditions, which were simultaneously included in the adopted Action Plan of the Customs Administration of the Republic of Macedonia for the period 2017-2019. Of these, seven refer to the criterion "People", or from the total number of measures, 20% refer to this area. In the period of 12 months since the implementation of the CAF instrument, five of these measures have been implemented, one is partially implemented, and one is in progress.

Thus, in order to better involve the employees and create a working environment of common values, openness and enhanced mutual communication and trust, the measure "Establishing a link for suggestions and proposals, as well as a forum for discussion on the Intranet site of the CA" was predicted. At this point, a completely new Intranet site has been developed, in accordance with the latest technological solutions, which contains many new contents and information for the employees of the Customs Administration, with a link to introduce suggestions, suggestions and complaints to the employees.

Guided by the needs of the employees with the new Rulebook on Organization of the CA and the Rulebook on Systematization of Workplaces at the CA, a Psychologist has been established with the competence for advising the customs officers on issues related to the employment relationship. At the request of the employees, the procedure for implementation of disciplinary procedures in the part of the commission that has the competence to conduct procedures in the case of submitted proposal for determining disciplinary responsibility due to violation of legal and other regulations by an employee in the central administration. The criteria for selecting members of the commission for conducting these procedures are determined, which should guarantee professional, objective and on the basis of a free evaluation of evidence establishing the existence of an employee's responsibility.

An analysis was carried out and a report was prepared for the additional engagement of employees in working bodies (commissions, working groups, committees, etc.), based on which they determined their number, scope of engagements, their suitability and competence, as well as the accuracy in recording these obligations in the personal file of each employee Based on this report, the scope of tasks that the employees additionally fulfilled, which among other things is the basis for their rewarding in the form of cash prizes, acknowledgments or their promotion at a higher workplace, was determined on the basis of this report.

This activity also made it possible to estimate how many of the total number of employed persons are additionally engaged and how often, how many of the employed persons are involved in realization of projects and other activities of the Customs Administration, which are important for its development and fulfillment of its functions and whether the human resources and capacities available to the Customs Administration are used equally and effectively. This certainly entailed the revision of the internal regulation of the central government and the adoption of a new Guidelines on the manner of establishing, recording and monitoring the work of the working bodies, as well as regulating the absences of the employees elected for the members of the election commissions and council members of the municipalities; City of Skopje, which regulates the procedure for nominating employed persons to working bodies established within and outside the Customs Administration, as well as the criteria for their selection, such as the competences, the personal experience of the employee from the competence of the work body for which it is proposed and its current participation in other working bodies.

As a proposal measures related to this area are, of course, also those related to employee training that are the basis for strengthening their capacities for the professional performance of their work tasks and their incentives for performing various tasks. The employees expressed the need for specific trainings that should be organized annually and be part of the Annual Training Plan of the CA, that is, not to organize an ad hoc but to be part of the regular trainings in the plan for each year. Regarding the manner of conducting the trainings, the employees proposed the use of case studies at the expense of theoretical training. The use of these techniques in conducting trainings as cash registers and based on the most common mistakes in the implementation of the legislation and bylaws in the dissemination of the responsibilities of the customs officers will be more efficient and will meet to meet their needs in upgrading knowledge and achieving a high level of expertise. These activities have been implemented, i.e. in the Annual Training Plan of the CA, regular trainings related to the application of the Law on Criminal Procedure, the Law on Misdemeanors and the Law on General Administrative Procedure has been entered. In cooperation with the trainers from the CA, the Training Department has already developed a module in which one of the methods of conducting the training is using the case study for advanced training on the Origin of Goods. There are ongoing activities for improving the modules using this method and for other topics that are part of the Training Catalog that covers advanced training.

For seven years in a row, the Customs Administration carries out measuring of employee satisfaction through a questionnaire that includes questions about the organizational structure, management, professional development, assessment of the performance, motivation, order and discipline, communication, safety and health at work and working conditions and transparency. In 2012, the outcome of the first survey was a satisfaction rate of 70% of the employees, and in the coming years this percentage had a downward trend, i.e. in the last three years it was around 35%. After each poll, the analysis of the data preparation and the presentation before the Collegium group is followed. For the first time, the report from the conducted analysis of the survey data was published on the Intranet site of the CA last year, which enabled each employee to have an insight into the results of the survey. Inn addition, the employees were included in the revision of the last survey questionnaire, from 2017, which was supplemented on the basis of the suggestions given by the employees in the CA.

Through these specific cases there is progress in terms of employee involvement and the use of their contribution in the best possible way through the taking of initiatives and, more importantly, their acceptance of their proposals and implementation.

Some of these initiatives have been fully implemented, some are in progress, and they have some progress and will be developed. In January 2018, the Customs Administration adopted the new Action Plan of the Customs Administration of the Republic of Macedonia for the period 2018-2020, which includes the remaining measures for improvement of the conditions that were not realized in the last year Until the end of the first cycle of the implementation of the Common CAF Framework, we expect full realization of all the foreseen measures.

From the current implementation of the CAF as a conclusion it can be concluded that it enables us to correctly design the goals of our institution, the needs of human, technical and financial resources, both for the realization of our competencies and for the development of the institution in accordance with the modern trends, in which process the correct development, inclusion and utilization of the overall potential of the available staff is crucial.

Further informationFurther information of the practice

This is an application form for a Good Practice Case for the 8th European CAF-User Event.
Customs Administration of the Republic of Macedonia PageIDUnique ID of the page: 181
Customs Administration of the Republic of Macedonia
YearYear 2018
CountryCountry of the practice Macedonia
CityCity, town or village Skopje
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Customs Administration of the Republic of Macedonia
Type of organisationType of organisation Government Ministry (national, regional)
Function of organisationFunction of organisation General public services
Size of organisationSize of organisation 1001-5000
Level of governmentLevel of government Central Government (national, federal)
OrganisationName of Organisation Customs Administration of the Republic of Macedonia
DepartmentDepartment of the organisation
AddressAddress of the organisation 41° 59' 45.93" N, 21° 25' 53.94" E
ZIPZIP code (postal code) 1000
CityCity, town or village Skopje
WebsiteLink to the Website of the Organisation
EmailEmail of Organisation
PersonName of contact person Julija Nikolovska
Job titleJob title of the contact person