Influência da janela única eletrónica na melhoria da qualidade dos serviços prestados pelas alfândegas do Porto de Maputo (2020-2023)

Abstract

Customs and trade management systems worldwide are generally consistent in terms of design and implementation. In Mozambique, the Single Electronic Window (SEW) was introduced in 2012 to facilitate the business environment in customs operations. It consists of two IT subsystems: TRADENET (manages the submission of standardized trade information by operators) and CMS (processes declarations submitted to customs and other government agencies). The SEW serves as a tool for collecting state revenue from external trade taxes, accounting for about 27% of all tax revenues according to Decree 16/2011. However, the research identified the inefficiency of the SEW in delivering customs services at the Port of Maputo as a key problem. Methodologically, this study adopted a qualitative approach, using data collection techniques such as unstructured interviews, observation, and document analysis. The research aimed to assess customs clearance in Mozambique after the SEW's implementation, focusing on import growth, state revenue collection, and clearance times over the past three years. To evaluate these factors, we applied the TQT (Theory of Quality and Time), focusing on efficiency and effectiveness. The study concluded that the objectives behind the adoption of the SEW for customs clearance were achieved. However, it recommends restructuring the system, providing specialized training, and reducing fees.