In 2015, the Sultanate of Oman launched the Bayan single-window Customs platform, replacing outdated, manual clearance routines with a streamlined, fully digital process that now takes only minutes. This article outlines Bayan’s development, implementation milestones, key lessons, and highlights the latest enhancements that have sustained Oman’s leadership in trade facilitation for the past decade.

Oman’s fragmented cross-border trade system once relied on redundant paperwork and manual transactions across multiple government agencies. This approach slowed trade, caused inefficiencies, and lacked transparency. The Bayan platform addressed these issues by unifying government entities, shipping firms, banks, and logistics operators through a single digital portal connecting all stakeholders – including the Directorate General of Customs of the Royal Oman Police (ROP), commercial banks, airlines, ports, and Customs warehouses.

The Bayan project began with a 26-month development period, culminating in its launch in July 2015. A global technology company with proven expertise in developing national single window platforms led the initiative, using a commercial off-the-shelf solution as a base, with modules tailored for Oman’s needs.

Project milestones included a comprehensive execution plan, international standards adoption, and consultation with private sector representatives – from large importers to small traders – to build trust and ensure inclusiveness.

A phased rollout supported adoption across ports and Customs offices, complemented by extensive training, workshops, and stakeholder communications.

Bayan integrates:

• ICMS (Integrated Customs Management System) and SEW (Single Electronic Window), connecting regulatory agencies and the trade ecosystem.
• Multi-channel access: web portals, mobile apps, SMS notifications, and bilingual support (Arabic and English).
• Customizable processing channels to suit businesses of different IT proficiencies – from direct integration for large firms to simplified uploads for small traders.
• International norms, including World Customs Organization (WCO) Data Model and Single Window guidelines, guided module design for import/export management, transit, payments, guarantees, and risk controls.
• Knowledge-transfer programmes and governance structures ensure ongoing sustainability, with the ROP team gradually assuming full operational control backed by layered support agreements.

Regulatory challenges:

• Coordinating regulations and procedures across over 40 government entities required unified Service Level Agreements and high-level political support.
• Solution: Multilateral agreements and policy harmonization fostered regulatory alignment.

Technical challenges:

• Integrating disparate legacy IT systems (with inconsistent formats or infrastructure at remote borders) presented significant complexity.
• Solution: Phased migration, customization of interfaces, and infrastructure upgrades ensured compatibility and reliability.

Operational challenges:

• Ensuring uninterrupted Customs operations during transition demanded robust change management and capacity-building efforts.
• Solution: Training, phased deployment, and continuous feedback loops maintained operational continuity and stakeholder confidence.

Bayan’s modular architecture enables long-term scalability by separating access, application logic, data, and infrastructure layers. Adoption of Java 2 Enterprise Edition and business-process modeling further optimizes workflows and maintains system robustness.

A system of layered support was adopted:

• First-line: Managed by ROP (onsite, call-center)
• Second-line: Joint ROP and service provider support
• Third-line: ROP manages infrastructure/ mobile maintenance; service provider handles core application fixes

This approach ensures Oman Customs retains control and independence while maintaining essential external support.

Over the years Bayan has been continuously improved, and it recently introduces several innovative processes and solutions:

• Automatic Enforcement of Service Level Agreements (SLAs) signed with border regulatory agencies: Permits and inspections are issued automatically if agencies do not act within pre-defined windows, improving transparency and predictability.
• Automatic Duties Transfer: Customs revenue is automatically transferred to other Gulf Cooperation Council (GCC) member states when goods are destined for their markets.
• Regulatory Filing Solution: Jointly developed with the service provider, this function validates and converts Excel filings in real time, enabling all 192 participating companies to submit manifests digitally since March 2024; Phase 2 will cover declarations, further reducing errors and processing time.

Since deployment, Bayan supports over 200,000 users and processes around five million transactions per year. Automated validation, risk management, and permit issuance have cut clearance times dramatically. Real-time notifications bolster confidence and compliance, strengthening Oman’s position as a GCC trade hub.

Customs and border staff have moved from manual checks to digital, risk-based approaches, fostering professional development and accountability across agencies.

Bayan has received prestigious awards:

• 2025 Arab Digital Economy Award
• 2024 Best Digital Government Service to Business Sector
• 2018 Sultan Qaboos Award for Excellence in eGovernment

The Bayan system represents a milestone in Oman’s Customs modernization efforts. By unifying government agencies and the trade community on a single digital platform, Oman has established a more efficient, transparent, and secure trade environment.

These outcomes offer valuable insights for other Customs administrations aiming to modernize their own trade environments; the following principles from Oman’s experience may serve as a roadmap for similar transformational efforts:

• Adopt phased implementation to manage complexity and support gradual improvement.
• Ensure open dialogue with stakeholders for trust and alignment.
• Follow international standards to guarantee future readiness and regional cooperation.
• Invest in ongoing training and robust knowledge transfer programs.
• Offer multiple digital access channels to serve diverse user needs.

By creating an integrated, paperless, and user-focused system, Oman advanced key goals from Oman Vision 2040: more efficient services, enhanced collaboration between public and private sectors, and increased participation in global value chains.

More information
Major Abdulhameed Ali Al Hosni
Assistant Director of Information Technology, Bayan Project Manager, Royal Oman Police (ROP)