United Nations Public Service Awards Case Studies

Thai exporters have been playing a very crucial role in the making of Thailand’s economic miracle in the past few decades. The country has long been engaging in “export oriented” development strategy in which domestic producers are given all possible assistances and strongly encouraged to adapt an outward-looking strategy.

As we entered the new century, it became more evident that Thai exporters have been facing tougher tests in export competition. These have been a result of globalization where playing fields are leveled up across the globe. An intense competition among existing rivals within the region coupled with the rise of two powerful competitors like China and India, has pushed Thailand to the corner of competing circle. Therefore, if to maintain Thailand’s competitive edge, Thai exporters have to re-adjust themselves and revolve into the new changing pace of the world trading arena.

One way of doing this is by reducing unnecessary costs associated with exports administrative procedure. Being the first contacting point for Thai producers wishing to pursue their export business, the Department of Export Promotion (DEP), Ministry of Commerce (MOC), realized that most Thai exporters did not recognize the importance of logistics nor fully utilize it, making them lack behind in terms of cost competitiveness.

Prior to the adoption of the “Streamlining Export Documentation Process through the One Stop Export Service Center” concept, Thai exporters spent weeks to process export documents & certificates required by importing countries. In doing so, a large amount of traveling expenses and time were heavily invested. The expense of this kind is generally known as logistics cost which added up to production cost later on. This ultimately increases the price of Thai export products to the level that is too high to compete successfully in the world market.

Realizing such disadvantages, the DEP had by that time adopted the project called “Streamlining Export Documentation Process under One Stop Export Service Center”, a system that not only the document process time can be reduced but also the traveling expense that previously burdened on the Thai exporters.

Today, an ambitious e-Services project has recently been introduced at the One Stop Export Service Center. A portal of DEP's website has offered to issue relevant export certificates electronically under a system so-called "Single Window Entry". This is still a trial project aiming towards the ultimate goal of One Stop Export e-Service : Electronic Certification System which will link up to 15 public authorities and private bodies to issue relevant Certificate (s) based on the entry of single window. Technical development of electronic data crossing and linkage is being formulated. This will reduce the cost of paper document examination.

What is the initiative about? (the solution)
Under the One-Stop system, all authorities, that are responsible for issuing export documents and certificates; 8 authorities in the initial stage and 15 authorities expected until the end of March 2008, are summoned to set up their representative offices at the then established “One Stop Export Center” under DEP supervision. With all these offices in one roof, it is a lot more convenient and less time consuming for exporters to receive the necessary papers. Thai exporters, approximately 10,300 companies who have registered with the DEP’ s Exporter List (E.L.), have benefited greatly from the system, especially the reduction of queuing and processing time. The reduction of time and resource proves productive in contrast with the previously processing period when each document could take 8-10 working days. Several products require even more than one kind of document or certificate. Today since the system has been in place at the One Stop Service Center, most issuing procedure can now be completed within hours or less than a single day. Moreover, the troublesome traveling time and expense can be greatly cut down as a result. Importantly, services available at the One Stop Service Center ensure that several documents and certificates can now be issued at one place under definite predictable time frame with no red-tape government administrative procedures. Thai exporters are now able to calculate the exact timing the whole documentation procedure would need so that they can properly plan for the right steps to work on. As a result, delivery time can be precisely scheduled, adding another comparative advantage to Thai export products. Other benefits arising from this newly installed system include an extensive access to export consultations or export clinic, as well as the access to update information on export situation, just to name a few. A quick win initiative towards Single Window e-Certification will greatly facilitate Thai companies, international trade community, as well as all personnel who are involved in import-export businesses. It will reduce the redundancy of filling forms in several kinds of export and import documents. Only one time data entry can be used by all authorities who join in this initiative project. Starting in 2007/2008, there are 7 public and private agencies participating in this initiative. The applications that can be submitted electronically through the Quick Win Initiative are namely Phytosanitary Certificate issued by Agriculture Department; Health Ceftificate by Livestock Department; Import-Export Document under EDI by Customs Department; Halal Certificate 2 by the Central Islamic Committee of Thailand; Certificate of Origin : Form A, Form D, Form E, Form C/O by Department of Foreign Trade; Application for Legalization by Consular Affairs Department, Commercial Registration Certificate by Business Development Department.

Who proposed the solution, who implemented it and who were the stakeholders?
The solution derived mainly from conclusion s of numerous meetings that the DEP has routinely held with concerned Thai exporters from all industries. Thai exporters then raised their concerns in numerous meetings that the streamlining of export documentation process would be necessary for Thailand to maintain its competitiveness. As the governmental agency directly responsible for exports and international trade promotion of the country, the Department of Export Promotion (DEP), Ministry of Commerce, took the exporters’ requests into serious consideration and then proposed setting up a one-stop-export-service as the center gathering all relevant governmental agencies at one place in order to respond to the need of Thai exporters and improve the country’s export competitiveness. The One Stop Export Service Center was established in 2003 and since then received positive feedbacks from Thai exporters and business communities. The members of DEP Exporter List are the main stakeholders who benefit the most from this streamlining process. Other key services available at this Center include information and consultation on export logistics. Stakeholders therefore extend to entrepreneurs who wish to gather information before getting start on export business as well as those who wish to start doing business. Other stakeholders include overseas buyers who can trace on the exporters’ document status of their trade counterparts. Indeed, the Center will provide database for compilation of export activities of companies. Upon requested, necessary information can be tracked down with ease and in a timely manner.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The DEP ’s Trade Logistics Office hold several meeting among 15 authorities who are in charge with issuing the different 15 export related documents who are under 4 respected Ministries and some 4-5 independent agencies. Strategic and work plan was then being set up. The DEP arranged to submit the plan to the corresponding Ministries and agencies for approval and instruction guidelines. An independent study group was formed to conduct feasibility studies and formulation of an effective integrated-working process. Information technology and IT-networks were installed in order to facilitate the smooth flow of information among the authorities who committed to be represented at the One Stop Export Service Center. Throughout the four-year operational period, the DEP has been working closely with personnel of these authorities to ensure effective operation, service enhancement as well as promote friendly and cooperative working environment.

b. What were the key development and implementation steps and the chronology? No more than 500 words
The DEP assigned its Trade Logistic Office to handle the day-to-day operation of the One Stop Export Service Center. To facilitate and support the working process of the representative authorities, a front desk corner has been set up for exporters to submit their applications and collect the complete documents and certificates. At the front desk, exporters will receive queuing numbers and wait shortly to be called to submit their application forms with supporting documents. The application is electronically registered and passed on to concerned issuing authorities who then examine the authenticity of all enclosing documents. The application would be rejected if found incomplete/incorrect, or proceeded to document issuing stage if all documents are complete/correct. Once issued, export document/certificate will be sent back to the front desk where exporters be immediately called to collect them. The whole procedure will take between less than 1 hour to 12 hours depending on the type of the requested document/certificate and correctness of the submitted documents and the attachments. Processing time can be lessened as almost all concerned offices are located within the same premise. In addition, the installation of IT supporting networks within the Center helps ensure that all submitted documents be easily verified and be able to double-check their authenticity or correctness with the authorities responsible for issuing those supporting documents.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
The streamlining of export documentation process has been effectively implemented in the past 4 years. By the end of 2005, there were 284,640 export documents and certificates issued via the facilities at the One Stop Export Service Center. The application traffic flow at the Center is currently around 200-300 exporters per day. There has been no serious obstacle to the process so far. Nevertheless, a minor problem occurred in the area of IT networking process where all issuing authorities are required to disclose their internal information and share with the others through electronic linkage system within the Center. The information of some authorities, however, is protected by their own governing laws which, in most cases, do not allow any sharing with others. To solve the problem, the DEP raised the issue with related authorities and pushed for the amendment of those laws at the Ministerial state. As a result, some of the governing laws have been amended. The flow of sharing information between organizations is now running smoothly and the decision to issue the document can be made in greater expedite manner.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
At the early stage of the process, there were needs for financial supports from the hosting agency, the DEP. An initial investment of a government budget of 30 Million Baht, equivalent to 800-900 thousands USD, was needed in order to set up all necessary supporting IT system and furnishings. There were no any subsequent investments since then as working personnel at the One Stop Export Service Center are still employees of their designated agencies. They will be rotated once in every two weeks or one month. The only financial resource needed is an operational cost of the Center which is adequately provided under the annual spending budget of the DEP ’s Trade Logistic Office. The IT system is considered to be an integral part of the process. All necessary IT supporting networks have been installed and will further be expanded to cover all the 15 issuing authorities by the end of March 2008.

Is the initiative sustainable and transferable?
The initiative is both sustainable and transferable. It can incorporate the works of more document issuing authorities, not only in exporting area but also on importing side as well. The process can also be upgraded with modern IT methods. The ultimate goal is that the process will finally arrive at the stage of less, if not all, paperwork. The outcome of the initiative has been the faster, more efficient and convenient service for exporters. The IT system that will be installed by the end of March 2008 will complete the development of a Single Window Entry of the Center and thus providing a steppingstone towards an ambitious goal of being a “paperless office” in the future.

What are the impact of your initiative and the lessons learned?
There are at least two lessons learned from the initiative. First, service delivery of government sector can be effective and timely when all concerned parties put their concerted efforts into it. Second, resources can be pulled together to cut overlapping costs. As a result, available budget can be allocated to use in enhancement of the service by improve working environment and public services area.


Institution Name:		Department of Export Promotion (DEP), Ministry of Commerce (MOC) of Thailand
Institution Type:		Government Department
Contact Person:		Mr. Rachane Potjanasuntorn
Title:		Director-General
Telephone/ Fax:		(66) 0 2507 7787
Institution's / Project's Website:		(66) 0 2547 5666 - 7
E-mail:		depbkk@hotmail.com
Address:		44/100 Nonthaburi 1 Road, Muang,
Postal Code:		11000
City:		Nonthaburi
State/Province:
Country:		Thailand

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information