CUSTOMER-ORIENTED APPROACH FOR INDIVIDUALS WHEN MOVING GOODS THROUGH THE CUSTOMS BORDER

Abstract

The quality of the work of the customs authority is assessed by individuals moving goods across the customs border, based on: the conditions in which they expect the realization of their subjective rights and the duties assigned to them, interpersonal interaction with the official and the time they spend waiting for the service. In 2022, a declaration of Customer-centricity and 3 standards were developed: "The State for Citizens", "The State for Business", "For the Internal Client". The introduction of a client-centric approach in public administration in order to improve the quality of services requires the development of information systems, quality improvement in interpersonal interactions and the simplification of the interaction technology itself. In this article, we will analyze the development of a client-oriented approach in the interaction of customs authorities and individuals moving goods for personal use.