Evaluation of the Customs Document Lane System Effectiveness: a Case Study in Indonesia

The import risk analysis through the Customs Document Lane System at the Directorate General of Customs and Excise (DGCE) has not met the threshold for the best practice hit rate of 40 percent. Based on interviews with stakeholders and the development team, it is necessary to know what things need to improve by evaluating the Customs Document Lane System's effectiveness to monitor import customs documents by looking at the conditions of the head office and service offices. This study aims to determine the factors that influence the challenges and barriers that affect the Customs Document Lane System's effectiveness-combining the Strategy, Technology, Organization, People, Environment (STOPE) Framework and the Cooper and Zmud models. A qualitative approach with five expert interviews to determine the follow-up barrier factors. A quantitative approach with 118 respondents who were analyzed using the Entropy method to determine the criteria' weight. The results of this study selected five criteria with five dimensions on the challenge factors, including the single-window approach criteria from the Technology dimension, the clear goal/strategy criteria from the Strategy dimension, the variety of tasks covered criteria from the Task dimension, the social background criteria from the Environment dimension, and the risk management approach criteria from the organization dimension. In the barrier factors, the researcher selected five criteria in four dimensions, including ICT infrastructure criteria from the Environment dimension, the sufficiency of skilled workers criteria from the People dimension, the security and privacy issues, and project econnectivity criteria from the Technology dimension, as well as the political commitment criteria from the Strategy dimension.