Saudi Arabia’s Zakat, Tax and Customs Authority (ZATCA) has developed a professional certification programme for Customs officers stationed at its 64 ports and Branch of entry. Called the ITQAN[1] Customs Professional Licensing Program (CPLP), it aims to enhance their knowledge and skills, as well as to harmonize practices and behaviours across the territory. Ultimately, it seeks to elevate the quality and efficiency of daily Customs operations, driving excellence across the Authority.

Designing the CPLP was a complex undertaking which required the engagement of key stakeholders. Initially, ZATCA undertook an extensive analysis of procedural operations across all ports. This in-depth review highlighted several areas of improvement.

Key findings include:

• Knowledge variability: Officers exhibited varying levels of familiarity with standard procedures, reflecting the specialized nature of their roles and the impacts of irregular rotation schedules. While officers in some ports demonstrated strong expertise in areas such as security and surveillance, there were opportunities to broaden cross-functional knowledge and skills. A more integrated training approach could help ensure that all officers are well-rounded in the full spectrum of Customs responsibilities.
• Skills development: There were identified opportunities to further enhance technical skills among officers. For example, some officers showed potential for improvement in conducting passenger controls and container examinations, which could contribute to more efficient processing times and strengthen the ability to identify potential security risks. Targeted upskilling initiatives could be instrumental in addressing these gaps.
• Attitudinal alignment: There were varied levels of adherence to ZATCA’s procedural standards across different ports. In some instances, officers, in an effort to expedite operations, occasionally opted for shortcuts, which highlighted a need for reinforced commitment to established protocols. However, it is important to note that in other ports, officers consistently adhered to professional inspection standards. This variation presents an opportunity to foster a more uniform approach across all ports, ensuring greater consistency in compliance and operational efficiency.

Certification process

Consultations were conducted with field officers, management teams, ZATCA Academy staff and port management entities to develop a certification programme that would elevate the proficiency of Customs officers across various port functions, including security affairs, cargo inspections, cross-inspections, K9 operations, X-ray operations, and Customs inspections.

The certification programme is divided into three levels of certification. Each level corresponds to a set of tasks and their related competencies, training curriculum and examinations/evaluation process.

The different stages involved in Level 1, the Basic Certification level, are described below. The same approach applies to levels 2 and 3.

Competency assessment: Level 1 job descriptions include a list of required competencies which are defined specifically for the certification programme. Experts evaluate officers’ levels of attainment of each competency though tests and observations, and identify any gaps.

On-the-job training and competency development: officers receive personalized training with direct support from a dedicated tutor. A range of training methods is used, including virtual-reality based training, interactive e-learning modules and focused coaching sessions, all designed to effectively address and bridge specific competency gaps.

Competency-based examination: upon completing the requisite training, officers undergo an examination administered at the assessment centre to evaluate their proficiency and expertise in relation to the tasks and responsibilities of Level 1.

Evaluation and progression:

• 85% and above: officers who score 85% or higher are authorized to undertake all tasks associated with Level 1 and are awarded a badge to recognize their accomplishment and proficiency at this level.
• 70% to 84%: officers scoring between 70% and 84% must complete additional targeted training and retake the examination before they can fully perform Level 1 tasks.
• 69% and below: Officers who score below 69% have to undergo a comprehensive training programme and pass a re-evaluation to proceed to Level 1 tasks.

Each level must be completed within a maximum of six months. Upon successfully reaching Level 3, officers are awarded a badge that is valid for two years, signifying their advanced expertise and accomplishment. At the end of this period, a re-certification process is to be conducted to ensure continued proficiency and adherence to evolving standards.

As a second step, tailored training modules were developed, each with their own booklets and assessment tools. Each module was designed to enhance not only technical skills but also ethical standards. They were tested by 500 officers, whose feedback were used to make adjustments.

The CPLP programme includes various modules covering topics such as:

• Customs laws and regional/international regulations,
• Customs inspections including non-intrusive inspection
• Enforcement and anti-smuggling,
• trade compliance and facilitation,
• risk management and investigation,
• supply chain security,
• Customs valuation, rules of origin and classification, and
• ethical conduct.

“Completing this certification has not only boosted my confidence but also equipped me with the tools to tackle complex challenges with a more strategic approach. I am now better prepared to contribute to our department’s goals and improve our operational efficiency”, explained one officer. Another declared that the certification programme was a game changer. “The programme fostered a culture of excellence within our team”, he said.

As of mid-2024, 70% of the officers working at Saudi Arabia’s ports of entry had achieved Level 1 certification. Regular assessments have been conducted to measure the impact of the CPLP on the way they perform their duties and guide improvements. Key metrics include inspection accuracy, processing time, and compliance with regulations.

Following their participation in the programme, Customs officers demonstrated significantly improved performance. The time required to process files has decreased and the number of errors have been reduced, inspection accuracy has increased, and adherence to Customs procedures has improved.

Feedback from supervisors and stakeholders also clearly indicates that certified officers apply acquired skills and knowledge effectively, leading to more efficient and accurate execution of their duties. “I’ve seen firsthand the positive impact of the ITQAN Programme on my team. They understand complex regulations and know how to use advanced inspection techniques. I’m impressed with how quickly they have applied what they have learned to real-world scenarios”, declared a port team manager. This certification is a vital instrument in our team’s professional development and the organization’s overall success”, he added.

More information
HC-AcademyCP@zatca.gov.sa

[1] ‘ITQAN’ means ‘mastery’ in Arabic.