Increasing the efficiency of customs management from hotlines supporting people and businesses

(Chinhphu.vn) - The Customs Department's hotline 19009299 has recently become an important information receiving channel, both handling denunciations of violations and supporting businesses and people in carrying out customs procedures, contributing to improving the effectiveness of state management.

The Customs Department's hotline 19009299 has recently become an important information receiving channel, both handling denunciations of violations and supporting businesses and people in carrying out customs procedures, contributing to improving the effectiveness of state management.

Information channel to support people and businesses

In recent times, public opinion has had many comments on the reception and processing of information via the Customs Department hotline 19009299. The Customs Department affirmed that it has seriously recorded and accepted constructive feedback to improve the quality of service for people and businesses. At the same time, this agency also pointed out some inaccurate information, stemming from the fact that businesses do not fully understand the legal regulations or the process of using the VNACCS/VCIS system. In particular, there are cases of incorrect content or offensive statements to support staff, affecting the reception and processing of information.

With the spirit of openness, the Customs Department has provided official information for people and businesses to understand, and at the same time called for companionship in building a modern public administration. Hotline 19009299 currently has two branches.

Branch 1 (press 1): Receive denunciations and reports of crimes according to the provisions of Joint Circular No. 01/2017 and Circular 01/2021; information on smuggling, trade fraud, corruption, and negativity; and feedback related to customs procedures.

Branch 2 (press 2): Support for electronic customs procedures and the National Single Window Portal. The reception includes support for users of 20 IT systems of the Customs sector; guidance and answers to procedural processes; receiving and handling problems during the customs clearance process.

The Customs Department has provided official information for people and businesses to understand, and at the same time called for companionship in building a modern public administration. Hotline 19009299 currently has two branches

In addition to the switchboard, the Customs Department also receives support information via email bophanhotro@customs.gov.vn (from March 25, 2025, the email address for receiving information has changed to bophanhotro@customs.gov.vn ).

The results show that each month the hotline and email receive about 13,500 - 14,000 requests, equivalent to 400 - 450 calls and emails per day. The average processing time of a request lasts from 5 to 10 minutes. The HelpDesk department with 4 staff members must maintain 24/7, including holidays and Tet, achieving a processing rate of about 70%. However, due to the large volume and thin staff, there are times when overload occurs, especially when the IT system has problems. Currently, the Customs Department has assigned civil servants to work overtime to ensure the progress of customs clearance of goods.

Identify common problems from businesses

Through statistics, the Customs Department recorded many groups of frequent problems. First of all, many businesses encountered difficulties when registering for VNACCS/VCIS accounts, forgot passwords, and had expired digital signatures, leading to about 700 files needing to be processed every month.

In addition, errors in the customs system are quite common. Some incidents directly affect customs clearance activities, causing a sudden increase in the number of support requests. Similarly, the National and ASEAN Single Window Portal systems often encounter problems due to their dependence on many ministries and branches. Enterprises have to focus on reporting to HelpDesk without coordination and support from terminal software providers.

In addition, some other objective reasons also arise from changes in administrative boundaries according to the two-tier government model from July 1, 2025. Enterprises are forced to update their addresses and tax codes, leading to a sharp increase in the number of requests. At the same time, the tax code database from the Tax Department has not been synchronized in time, causing enterprises to be unable to register for VNACCS accounts.

Notably, from March 25, 2025, the email address for receiving information has changed to bophanhotro@customs.gov.vn , but many businesses still send to the old address, causing the feedback to not be processed. In response to this situation, the Customs Department has issued specific instructions. For example: Businesses having problems with electronic C/O form D need to look up at https://khaibaohoso.vnsw.gov.vn/common/COFormDTracking . In case of registering a VNACCS account and encountering the error "tax code does not exist", businesses need to report directly to the switchboard or official email, and provide the correct tax code for quick processing.

To improve efficiency, the Customs Department has proposed many solutions. First of all, research and deploy AI applications, chatbots, and virtual assistants to automatically support basic requests, especially in re-issuing passwords or accounts. At the same time, build online support functions on the public service system.

Next, speed up the progress of hiring technical support services for IT systems, including the National Single Window Portal and the Customs Electronic Portal, to supplement human resources for HelpDesk.

With the motto "Professionalism - Transparency - Efficiency", the Customs Department affirms to take people and businesses as the center, taking satisfaction as the measure of service quality. The Department also calls on organizations and individuals to respond promptly to join hands in building a modern and honest customs administration.

Commitment to facilitating e-commerce

In addition to operating the hotline, the Customs Department also actively participates in international policy dialogue activities. At the Vietnam Investment Promotion Conference in the UK, Director of the Customs Department Nguyen Van Tho emphasized the commitment to facilitating e-commerce.

Mr. Tho affirmed that in the context of rapidly increasing cross-border e-commerce transactions, Vietnam Customs has developed solutions for declaration and data processing, ensuring both convenience for businesses and ensuring budget revenue. The draft Decree on customs management of imported and exported goods via e-commerce is expected to be approved in 2025.

In addition, the Customs Department also participated in working sessions with Finance Minister Nguyen Van Thang and UK partners, affirming the role of trade agreements such as UKVFTA and CPTPP in expanding opportunities for businesses.

Mr. Minh

Source: https://baochinhphu.vn/tang-hieu-qua-quan-ly-hai-quan-tu-duong-day-nong-ho-tro-nguoi-dan-doanh-nghiep-102250919220433736.htm