Over the last few years, the ZATCA Academy had come to the conclusion that a shift was needed towards more engaging and practical training methods. It had made several observations, all pointing in this direction:

• Quality assurance and internal audit reports have identified opportunities to enhance operations, with some Customs officers facing challenges in consistently acting according to operational standards.
• An analysis of current training effectiveness revealed opportunities to enhance skills application, with Customs officers expressing a strong interest in more dynamic and innovative training approaches.
• Annual surveys suggested that training methods should take into account officers’ daily responsibilities.

Several public administrations and businesses have reported having had positive results using Virtual Reality (VR) solutions to train their staff. VR is a technology by which computer modelling and simulation create an artificial three-dimensional (3-D) visual or other sensory environment. To see this environment and interact with it, users simply put on a headset connected to a computer that supplies the display and processing. Some headsets are self-contained, all-in-one devices that make VR truly easy to use.

In 2023, a project was launched to reshape training practices through the use of virtual reality (VR) technology. The initiative aimed to modernize the learning process, offering an innovative and immersive approach to skill development. Driven by a dedicated team, the project marked a significant step toward integrating cutting-edge technology into workforce training. This reflects ZATCA’s commitment to leveraging state-of-the-art technology to create innovative, future-ready solutions.

The development and implementation of VR-based training involved several key phases:

• needs assessment and planning (1-2 months),
• content creation (3-6 months),
• VR software and hardware integration (2-4 months),
• pilot testing (2-3 months), and
• full deployment while collecting Customs officers’ feedback for improvement (1-2 months).

This comprehensive process required intensive efforts and collaboration among multiple stakeholders. A private firm was hired to help with software development and graphic design, and to make the experience user-friendly. Collaboration between Customs subject matter experts and VR developers and instructional designers led to the creation of realistic Customs scenarios. Once VR-training was ready and made available to all officers, live demonstrations and training sessions were organized, with early adopters sharing their experience and explaining the benefits of the tool. Finally, a web platform managed by a dedicated team was set up to support users and resolve issues. Officers were regularly surveyed, and the VR courses were improved using their inputs.

The main challenges during the development and deployment of the training were as follows:

• Hardware compatibility: VR-based training requires the use of specialized hardware, including VR headsets and motion controllers, necessitating significant adaptation and upgrades to ZATCA’s existing IT infrastructure. The IT team conducted a compatibility assessment and worked closely with the firm to ensure that the new hardware integrated seamlessly with the current systems.
• Software integration: the VR software needed to be integrated in the IT legacy learning management systems and databases. Application programming interfaces (APIs) were used to facilitate this complex integration.
• Data security and privacy: ensuring robust data protection measures and maintaining stringent privacy protocols was essential to safeguard personal and sensitive data from potential breaches and unauthorized access.

The VR-based curriculum covers various aspects of Customs operations, including integrity and professional conduct, enforcement and anti-smuggling procedures, risk management methods, and advanced inspection techniques.

Seven courses have been developed and implemented so far, including the following:

• the aircraft inspection course teaches officers how to detect and prevent the smuggling of illegal items, such as drugs, firearms, explosives and contraband, on aircraft. Officers learn how to identify potential threats, conduct thorough inspections, and take appropriate action in accordance with established protocols and procedures;
• the course on the use of body scanner to detect internal concealment teaches officers how to recognize concealed items on the images generated by the body scanners, and how to adhere correctly to safety and regulatory standards;
• the integrity course provides essential knowledge, skills and tools for officers to uphold ethical acts according to ZATCA’s values, and effectively address and report any unethical behaviour or violations;
• the course on cargo document review and risk indicators explores the use of methods to examine cargo documentation to quickly identify high risk shipments;
• the cargo x-ray inspection course looks at the various image processing functions employed in Customs/ZATCA’s x-ray machines, as well as at fundamental image analysis and recognition methods;
• the container inspection course provides a comprehensive overview of the systematic process for conducting a container search;
• the overview of response and assessment processes for chemical seizures course aims to equip Customs officers with skills to identify immediate risks in inspecting cargo that may involve hazardous materials. Moreover, officers learn about the various types of Personal Protective Equipment (PPE).

The software is adaptable and new training programs can be uploaded and distributed to thousands of employees with the touch of a few buttons.

Course delivery requires a high memory computer, a TV screen, PICO 4 headsets, hand-held controllers, laptops, a dedicated Internet network as well as two sensors to track the devices. The equipment was initially installed at the ZATCA Academy in Riyadh. To ensure broader access and accommodate a larger number of Customs officers across the country, this equipment will be subsequently deployed in the two major cities (Jeddah and Dammam).

The VR training system has been integrated with the ZATCA’s e-learning platform, the ‘LMS’. To access and complete the VR-based curriculum, Customs officers need to:

• access the e-learning system by logging into the LMS using their existing single sign-on credentials, which provide unified access to all ZATCA systems. Once they identify the relevant course, they can proceed with the registration process directly through the platform;
• obtain approval: after registration, the request to follow the VR training course is reviewed by the training coordinator. Once approved, officers need to ensure they have access to the necessary equipment;
• set up and log in: officers need to set up their VR equipment according to the guidelines provided, ensuring the headsets are properly connected to the dedicated Internet network designed specifically for VR training (a technician is available to assist and support officers throughout the entire process); and finally,
• complete the training: Upon finishing the training, the system automatically records the results and progress in the e-learning system. Officers can view and review their performance metrics and course completion status at any time through the LMS.

Using VR training HAS enabled ZATCA to:

• slash the average time required to complete a course from 30 days to 10 days;
• reduce training-related expenses by 30%. Headsets are rather expensive, but the overall costs are still less than organizing traditional classroom-based training. A return on investment (ROI) analysis will be conducted in 2025 to assess the financial benefits further; and
• improve training accessibility by enabling all officers to access training from their office.

The deployment of the VR-based training has led to significant improvements in terms of operational performance and employee engagement.

The following metrics were reported:

• quality assurance reports indicate a 25% reduction in processing errors and improved procedure compliance rates for officers who have followed VR training;
• from June 2023 to June 2024, seizures increased by 25%, and container examination time dropped to 20 minutes; and
• the time required to solve complex Customs issues has decreased by 20%.

Consultation with VR-trained officers highlighted broad agreement of the effectiveness of the VR training:

• 95% rated it as “highly effective” or “extremely effective”;
• they appreciated the immersive nature of VR training and the ability to provide real-time feedback to ensure content relevance; and
• they reported better knowledge retention and better capacity to apply knowledge directly compared with classroom training.

“Taking the VR-based course on container examination has been incredibly impactful. I execute my duties with greater precision and effectiveness. I am both better and faster”, declared one officer.

A manager also reported enhanced precision in the way actions were executed and greater confidence among the members of his team. “Enrolling my staff in the VR-based aircraft inspection course has been transformative. It has greatly sharpened their inspection skills, resulting in quicker and more accurate assessment”, he explained.

By leveraging VR, ZATCA offers an unparalleled training experience to its staff. It also believes that it sets a benchmark for Customs training, and encourages other administrations to adopt VR-based training. Those interested in doing so and who would like to know more about ZATCA’s experience can contact the Authority at the email below.

More information
HC-AcademyCP@zatca.gov.sa