Methodological Approaches to Assessing the Quality of Customs Services Provided by Electronic Customs Offices in the Context of Digital Transformation

M. A. Argatov ()

Administrative Consulting, 2025, issue 4

Abstract: The relevance of the topic is due to the need to modernize customs administration in the context of digitalization and increasing requirements for the quality of customs services provided. In addition, the issues of assessing and improving the quality of e-customs services have not been sufficiently studied.The article uses the methods of a questionnaire survey of the expert community, statistical processing of the results, as well as an integrated assessment based on a system of indicators of the effectiveness and efficiency of electronic customs.The purpose of the study is to develop a methodological approach for a comprehensive assessment of the quality of customs services provided by electronic customs offices, taking into account the introduction of digital technologies. The scientific novelty of the research lies in the adaptation of the expert questionnaire method to the specifics of electronic customs in the context of digital transformation. Unlike typical studies of the quality of public services, the focus is on assessing the prospects for the introduction of specific digital tools, identifying risks and barriers, as well as their impact on the speed of service provision, the legality of decisions taken and the effectiveness of customs authorities.The results of an empirical study are presented: priority digital tools and potential risks of their implementation are identified, an integral index of the quality of customs services before and after digitalization is calculated. It is shown that the introduction of promising digital solutions provides a significant increase in the speed of customs operations, the legality of decisions taken in the field of customs and economic efficiency. The developed methodological approach and the decomposition of the elements of the methodological approach to improving the quality of customs services provided by electronic customs in the context of digital transformation can be used to monitor and manage the quality of customs services in the process of digital transformation of customs authorities. Unlike the existing methodological approaches, the methodological approach proposed by the author for the first time integrates the performance and efficiency indicators of electronic customs into a single index, which provides a more comprehensive and objective assessment of the quality of customs services provided by electronic customs.Â

Date: 2025
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