Human-centric platform proposal of multimodal integral model

NMSW of Montenegro
Author*: Dr. Ana Radulović, University of Montenegro, Maritime Faculty, Put I Bokeljske
Brigade, Dobrota, Kotor, Montenegro, Mail: radovi2016@gmail.com
Co-author: Mr. University of Montenegro, Maritime Faculty, Put I Bokeljske Brigade,
Dobrota, Kotor, Montenegro, Mail: radovi2016@gmail.com
* Correspondence:
Corresponding Author
radovi2016@gmail.com

Abstract
The text discusses the need for electronic environments and software to enhance trade,
transportation procedures, and documentation. It proposes a comprehensive framework called
the Framework for Single Window Implementation (SWIF) to guide the implementation of
such systems in Montenegro. The model suggests a phased project management process with
practical steps to initiate, analyze, propose targeted architectures, and formulate an
implementation plan. The proposed model emphasizes the importance of inter-agency
coordination and capacity building for government officials and stakeholders involved in
planning, managing, and overseeing single window projects. The target audience for this
proposal includes policy managers, government officials, and individuals responsible for
leading, coordinating, and managing single window projects.
Keywords: Electronic environments, Single Window Implementation, Trade facilitation,
Phased project management, Inter-agency coordination, Capacity building, Montenegro

1 Introduction
The text emphasizes the need for electronic environments and software to enhance trade,
transportation procedures, and documentation. It highlights the importance of collaboration
between governments and the private sector for successful implementation. However, there is
limited research on this topic in Montenegro. To address this, the text proposes a
comprehensive framework called the Framework for Single Window Implementation (SWIF).
This framework provides guidance on structuring the challenges related to software
implementation into manageable components. It also introduces a human-centric platform, the
National Single Window (NMSW), which integrates multiple modes of transportation and
includes management guidelines for policymakers and project planners. The proposed model
suggests a phased project management process and practical steps for initiation, analysis,
architecture proposals, and implementation planning. It emphasizes the alignment of political
will with a clear vision and effective collaboration. The text also recognizes the importance of
inter-agency coordination and capacity building for government officials and stakeholders
involved in SW projects. The target audience for this proposal includes policy managers,
government officials, and individuals responsible for leading, coordinating, and managing SW
projects.
2 Materials and methods
2.1 Importance of inter-agency coordination
Inter-agency coordination is essential to ensure coherence, minimize redundancy, and address
gaps and contradictions in policies and projects. It is necessary in the modern world to
achieve comprehensive coordination among state agencies. The success of public policies and
projects depends on careful planning and implementation of inter-agency coordination [1, p.
279]. The specific areas requiring inter-agency coordination can vary, including security,
public health, customs, trade, environment, and infrastructure. Implementing
interdepartmental coordination in the establishment and implementation of the Single
Window (SW) system depends on the type of coordination chosen [2, p. 9]. This can involve
joint committees, teams, information sharing, or resource sharing. The choice of mechanism
should consider the advantages and disadvantages specific to the project or policy being
pursued [3, p. 15].
2.2 Typology of interagency coordination strategies in SW implementation
Efficient interdepartmental coordination is crucial for implementing the Single Window (SW)
system in Montenegro. Five coordination strategies are identified: structural, public-private,
procedural, technical, and international coordination [4, p. 14]. Structural coordination
establishes hierarchical relationships between agencies [5, p. 24]. Public-private coordination
involves partnerships between the public and private sectors [6, p. 11]. Procedural
coordination focuses on standardized work procedures [7, p. 49]. Technical coordination
ensures system connectivity [8, p. 41]. International coordination applies international
standards [9, p. 44].
2.2.1 Factors affecting interagency coordination
Inter-agency coordination is essential for the successful implementation of the Maritime
Single Window (MSW) in Montenegro. It involves cooperation and collaboration among
different government agencies and entities involved in the implementation process [10, p. 18].
Effective coordination ensures a common goal, minimizes duplication of efforts, and achieves
optimal outcomes. In Montenegro, the government recognizes the need for central
management and has established three levels of management for the MSW implementation
process [11, p. 16]. The Ministry of Transport and Maritime Affairs, Ministry of Finance, and
Ministry of Economy form the core of the National e-Commerce Committee, which leads the
strong policy implementation. The MSW integrates legacy agency functions into existing
work systems and involves significant entities such as maritime and customs services and the
police administration [12, p. 192].
2.2.2 Improving interagency coordination
Legal mandate and political commitment are crucial for effective interagency coordination in
implementing paperless commerce, such as the Single Window (SW), at the state level. In
Montenegro, three management levels have been established: the National Committee for e-
commerce, agencies for maritime and port operations, and public-private coordination.
International coordination and adherence to international standards are also emphasized as
essential factors for successful SW implementation and the facilitation of international trade
transactions [13, p. 8].
2.3 Components of SW
10 main components of SW are crucial for the successful implementation of a SW project.
Each component has its own specific role in the whole process and should be carefully
considered and implemented.
2.3.1 Identification and management of stakeholder requirements
The identification and management of stakeholder requirements involve a systematic
approach to understanding, analyzing, prioritizing, and addressing the needs and expectations
of stakeholders throughout a project or product development. This process includes activities
such as identifying stakeholders, determining their requirements, analyzing the feasibility and
relevance of those requirements, prioritizing them based on importance and urgency, and
actively managing them throughout the project lifecycle. By following this approach,
organizations can gain a comprehensive understanding of stakeholder needs, develop a plan to
address those needs, and ensure ongoing satisfaction through effective communication and
management. Ultimately, this helps minimize the risk of stakeholder dissatisfaction and
ensures that the project or product meets the expectations of all relevant parties.
2.3.2 Establishing a platform for cooperation with stakeholders
Establishing a platform for cooperation with stakeholders involves activities such as
identifying stakeholders, understanding their needs, selecting communication channels,
developing a communication strategy, creating an engagement plan, and establishing a
feedback mechanism [14]. This leads to improved stakeholder relations, increased
participation, enhanced reputation, better decision-making, and improved organizational
performance. By actively engaging stakeholders, organizations can build trust, gather valuable
input, and make informed decisions that drive positive results [15, p. 55].
2.3.3 Articulation of the SW vision
The objective of articulating the software (SW) vision is to create a clear and concise
statement of what the software aims to achieve and how it will add value to stakeholders. The
necessary activities to reach this objective include defining the purpose and goals of the
software, identifying the target audience and stakeholders, analyzing the market and
competition, developing a clear vision statement, communicating it to stakeholders, and
regularly reviewing and refining the vision. The results of these activities include a clear
vision statement understood by stakeholders, alignment with the organization's mission and
values, increased support and understanding from stakeholders, improved communication and
collaboration, informed strategic decisions, and increased motivation and engagement among
the development team [16].
2.3.4 Business Process Analysis and Simplification
Business Process Analysis and Simplification (BPAS) is a systematic approach to improve
business processes, and it plays a crucial role in the Single Window initiative. The objectives
of BPAS for the Single Window initiative include improving efficiency, eliminating
redundancy, streamlining data collection and sharing, enhancing transparency, and reducing
time and cost of doing business. To achieve these objectives, actions such as mapping the
current process, analyzing inefficiencies, evaluating technology systems, engaging
stakeholders, and implementing a plan for simplification are taken. The outcomes of BPAS
include reduced compliance time and cost for traders, increased transparency and
predictability, improved compliance, enhanced efficiency of government agencies, and a more
competitive trade environment [17, p. 245].
2.3.5 Harmonization of data and simplification of documents
The objective of single window harmonization of data and simplification of documents is to
streamline cross-border trade by creating a single platform for submitting all necessary
documents and data. Key actions to achieve this include standardizing information, creating a
user-friendly platform, integrating government agencies, and automating processes. The
expected outcomes include improved efficiency, reduced errors, enhanced transparency, and
improved compliance with import and export regulations [18, p. 259].
2.3.6 Service Function Design (or called Application Architecture Design)
Single Window Service Function Design, also known as Application Architecture Design,
focuses on designing the functions and features of a single platform for cross-border trade
documentation. The objective is to ensure the platform meets user and stakeholder needs,
while being scalable, maintainable, and reliable. Key actions include defining user
requirements, creating a functional specification, developing and testing the platform,
integrating with government agencies, and launching and monitoring it. The expected
outcomes are improved efficiency, reduced errors, enhanced transparency, and improved
compliance with import and export regulations [19, p. 546].
2.3.7 Establishing a technical architecture, including standards and interoperability
Establishing a technical architecture for a single window system involves designing a
framework that enables seamless information exchange between government agencies and
stakeholders in cross-border trade. Key considerations include adopting established standards,
ensuring interoperability, addressing security requirements, enabling scalability, and
optimizing performance. Standards such as UN/CEFACT DT and WCO's Data Model can
facilitate data exchange. Interoperability is achieved through standardized interfaces, data
formats, and protocols. Security measures must be in place to protect sensitive information.
Scalability is addressed by using scalable technologies and architectural patterns. Optimal
performance is ensured through appropriate hardware, software components, and network
infrastructure [20].
2.3.8 Institution of legal infrastructure
Instituting a legal infrastructure for a single window system involves creating a framework
that governs its operations and information exchange. Key considerations include establishing
a clear legal basis, ensuring compliance with relevant laws and regulations, addressing
intellectual property rights, establishing a liability regime, and providing mechanisms for
dispute resolution. The legal infrastructure provides clarity and certainty to users of the
system, ensuring that it operates within the legal framework and protects stakeholders' rights
and responsibilities [21, p. 16].
2.3.9 Execution of the business management model, including financial, implementation
and operational management
Executing a business management model for a single window system involves designing a
framework for effective financial, implementation, and operational management. Key
considerations include ensuring financial sustainability, effective implementation, efficient
operation, stakeholder engagement, and risk management. This is achieved through adopting
appropriate pricing models, establishing revenue streams, implementing financial controls,
developing comprehensive implementation plans, allocating resources, defining clear roles
and responsibilities, implementing performance metrics and service level agreements,
fostering stakeholder engagement, implementing security controls, disaster recovery plans,
and contingency plans. The business management model ensures the system's financial
viability, successful implementation, and efficient operation while engaging stakeholders and
mitigating risks [22, p. 141].
2.3.10 IT infrastructure and execution of the solution
The IT infrastructure and execution of the solution are vital for the success of a single window
system. Key considerations include designing the IT infrastructure to support functionality,
performance, scalability, and security. This involves selecting appropriate software and
hardware technologies, establishing networking and communications infrastructure, and
implementing robust databases and data management systems. Security measures such as
access controls, encryption, and firewalls should be in place. The execution of the solution
involves deploying the system effectively, developing deployment plans, allocating resources,
and conducting thorough testing to ensure proper functioning. Ongoing maintenance, support,
and training programs are essential to address issues promptly and ensure the system operates
effectively over time [23, p. 131].
2.4 Methodology for the development of SW components
The SWIF (Framework for implementing a Single Window) software component
development methodology is a process for establishing a single window system. It consists of
ten critical components: legal regulations and policies, organizational structure, business
processes, information technologies, communication infrastructure, data security,
standardization and interoperability, financial aspects, project management, and maintenance
and support. Additionally, there is a preliminary component that involves identifying
stakeholders, defining project goals and benefits, and assessing the feasibility of
implementation. The SWIF methodology provides guidelines for developing software
components in line with best practices, enabling organizations to efficiently plan, implement,
and sustain single window projects while ensuring compliance with legal regulations and
other critical components [24, p. 24].
2.5 Port SW project management
The process of port SW project management involves several stages, as it is shown on Figure
1. Firstly, a preliminary study is conducted to gather initial information, followed by a
detailed feasibility analysis. These two stages provide the foundation for creating a high-level
implementation plan in the third stage. The fourth stage involves monitoring the execution of
the project development plan. Finally, in the fifth stage, lessons learned and feedback are
collected for future improvement [25, p. 15].
1. Preliminary
phase

5. Phase of
2. Processing
learning and
phase
acceptance

4.
3. Planning
Development
phase
phase

Figure 1. Port SW project management process in five stages – Source: Author

2.5.1 The preliminary study phase
The preliminary study phase before implementing a port information system involves
preparing a conceptual document based on initial research. It analyzes strategic components,
such as participant requirements, collaboration potential, key business processes, and
expected benefits. A meeting is then held with relevant stakeholders to agree on the project
concept and initiate a detailed feasibility study. Political support is important, and a Project
Management Group is formed to make decisions and allocate resources [26, p. 14].
2.5.2 The detailed feasibility study
The detailed feasibility study is a vital part of the Single Window project development. It
involves assessing the project's scope, user needs, implementation scenarios, resources
required, potential risks and benefits, and implementation strategy. The study incorporates
interviews with key stakeholders and questionnaires to gather information. The aim is to
provide decision-makers with insights and recommendations for the preferred and feasible
options, phased implementation steps, pilot programs, revenue collection, key outcomes, and
a development schedule. The findings are reviewed and approved by the Project Management
Group before being presented to government agencies and the trade community. Organizing a
national symposium ensures comprehensive analysis and stakeholder support before final
decisions are made [27].
2.5.3 Planning for high-level software master plan formulation
In the preliminary and detailed feasibility studies, the vision, goals, steps, and target states are
clarified. The analysis of key software components helps define the desired features and
architecture of the application. The main plan includes the project scope, objectives, tasks,
responsibilities, communication strategy, budget, risk management, success criteria, and
mechanisms for feedback and monitoring. Decisions are made regarding internal or external
sources for the project work, with external contracts following state regulations and a
transparent tender process involving key stakeholders [28].
2.5.4 The implementation monitoring stage
Phase 4 of project management involves the project manager monitoring project progress,
managing changes, and taking corrective action when necessary. This includes regularly
updating project-related documents and assessing project performance against goals,
timelines, and budget. Establishing project management offices at various levels can provide
long-term institutional support [29, p. 55].
2.5.5 Lessons Learned and Feedback
The goal of Phase 5 is to gather experiences and lessons learned from the project and suggest
improvements for the next part of the project. Since the development of the SW environment
is a long-term project, the concept of continuous improvement should be adopted using the
experiences of successfully completed project phases. [30, p. 4]
2.5.5.1 Ensuring SW Policy Mandate
To ensure political commitment and engagement in implementing the Single Window system,
it is essential to secure support from the highest level of the state institution. This can be
achieved through the development of a national strategic plan and obtaining approval from
key political authorities. Engaging regional organizations and signing agreements with
neighboring states can also generate political commitment and necessary resources. Broad
acceptance of the Single Window system at the national and regional levels is crucial for its
successful implementation.
2.5.5.2 Institutionalization by transforming political will into normal routine
management
The practical implementation of policy mandates for the Single Window system requires
establishing a legal and institutional framework. This includes institutionalizing the highest-
level committee or project management group and ensuring support from various
stakeholders. Adequate project funding budgets are necessary to realize the political vision
and ensure successful implementation.
2.5.5.3 Establishing a platform for interagency collaboration
Efficiency in participants' interaction/collaboration platforms for the Single Window system
relies on common goals and vision, multiple interaction platforms, awareness-raising events,
regular monitoring and reporting, formal commitments regarding budgets and investments,
and the diplomatic and interpersonal skills of leading advisors.
2.5.6 Development of NSW
The NSW (National Single Counter) development plan in Montenegro aims to establish a
paperless customs system in order to facilitate trade and payment of customs duties and fees.
The plan consists of three phases. In the first phase, the focus is on establishing mutual
understanding between the customs administration and other control agencies, simplifying
procedures and documentation requirements, developing a paperless customs system, and
ensuring secure integration of electronic information. The second phase aims to enable local
traders to use a single form to obtain necessary permits, licenses, or certificates, as well as to
seek approval for expedited movement of goods across the border. This phase also focuses on
achieving the integration of electronic information among domestic interest groups and their
regional counterparts. In the third phase, the emphasis is on collecting statistics for economic
analysis and management, contributing to the further development and improvement of the
NSW system in Montenegro [31, p. 2].
2.6 Critical success factors for NSW development
The NSW (National Single Window) project in Montenegro aims to simplify import and
export processes. Critical success factors include collaboration, architectural vision,
stakeholder management, IT infrastructure development, training and education, and
continuous project evaluation and improvement. The National Committee for Development of
Competitiveness identifies needs, while the National SW Logistics Development Committee
oversees implementation. Stakeholder cooperation, IT infrastructure, training, and continuous
evaluation are key to project success [32, p. 82].
2.7 NMSW architecture
The Port of Bar in Montenegro would benefit from an improved Port Community System
(PCS) through the proposed Montenegrin National Maritime Single Window (NMSW)
architecture. This architecture integrates communication channels and applications into a
unified platform, ensuring efficient and streamlined operations [33, p. 5]. The entire protocol
for ship-port administration formalities is presented in Figure 2.

.
Figure 2. Procedure for receiving a ship in the port of Bar [34]
Key elements include a clear mandate from state authorities, stakeholder input, flexible
communication channels, centralized reporting, decentralized data collection and distribution,
and the involvement of government authorities, business entities, and EU agencies [35, p. 2].
The design model addresses customs administration involvement and enables direct data
exchange while ensuring compliance with EU regulations. The model foresees that after the
data transfer from the Montenegrin MSW to the Montenegrin SSN system of police offices,
veterinary and phytosanitary inspectors, health inspectors, and customs, all relevant data will
be accessible to them. These administrative offices will no longer require direct data exchange
with shipping agents or carriers.

Figure 3. Proposed MSW model architecture [34]

2.8 SW as a collection of port services
A classification scheme or taxonomy is useful for organizing the various port services within
a Single Window (SW) system. These services, such as customs procedures, transportation
supervision, container and cargo management, and tariff collection, are provided through ICT
by SW orchestrators. This centralized collection of services improves efficiency and
communication among entities involved in international trade. The scheme helps identify
ownership, responsibility, and advisory frameworks for ICT service providers, fostering
coordination and cooperation. The process involves identifying, assessing, and classifying
services, followed by design, implementation, and operational phases. As part of this
approach, which is shown in Figure 4, the SOA architecture is used as the basic infrastructure
for the development of SW solutions in the port. This enables flexibility and scalability in the
provision of services, and facilitates integration with other systems and processes in the port
[36].

Figure 4. Logical flow of port service collection approach – Source: Author

2.9 The implementation plan for the Montenegrin National Single Window
(NMSW)
The Montenegrin National Single Window (NMSW) implementation plan focuses on
improving and digitizing administrative processes, simplifying formalities, and increasing
competitiveness. The plan includes adopting a sub-legal act, conducting a study, and
completing the IT project by the end of 2025. The NMSW aims to reduce waiting times,
replace paper-based systems with electronic ones, and connect all relevant entities. The
operational objectives are targeted for achievement by 2023 within the overall timeline of
2020-2025 [37].
2.10 NMSW of Montenegro
The implementation of the National Single Window (NMSW) in Montenegro aims to
overcome fragmentation and enhance coordination between ministries and government levels.
This involves promoting information exchange, policy integration, and the achievement of
comprehensive goals. The project requires strong political will, budget allocation, and the
involvement of a national trade committee comprising private industry associations, including
small and medium-sized enterprises. Interagency coordination at the policy-making level is
crucial for supporting political will and obtaining necessary support. An inter-agency steering
committee, led by the lead agency, should address policy issues and guide subcommittees in
defining necessary procedures for SW implementation. Private sector participation and
funding support are vital, particularly in the later stages of implementation. Establishing a task
force to coordinate the involved agencies, especially in the initial phase, is important for
formulating a comprehensive strategy. This strategy should outline project objectives, roles
and responsibilities, timelines, and the project roadmap. Targeted interagency coordination is
key, necessitating appropriate institutional arrangements and a coordination strategy covering
various dimensions such as structure, procedures, public-private collaboration, technical
aspects, and international considerations. Effective coordination requires organizations to
understand and respect the interests and needs of other entities, facilitating smooth
collaboration.
3 Conclusion remarks
The work proposes a national MSW model for the port community in Montenegro that
combines various protocols and communication channels in maritime trade. The proposed
model is expected to bring faster operational procedures and shorter processing time, leading
to increased transit traffic through the port of Bar. The paper presents a holistic framework for
the implementation of SW, which is an approach to systematically address the multiple
challenges in the analysis, planning, and implementation of SW projects in a port. The paper
identifies ten key components that accompany a construction project of the humocentric SW
model, including identifying and managing the requirements of numerous participants,
establishing a platform for the cooperation of interested entities, analyzing and simplifying
business processes of the port, harmonizing data and simplifying documents, designing
service functions, building technical architecture, defining legal infrastructure institutions,
designing a business and management model, specifying all necessary elements of IT
infrastructure, and executing solutions. The paper suggests a step-by-step project management
process with five recommended phases to assist policy managers in implementing policy
formulation, planning, and project monitoring. The five phases of project management
include defining concepts and analyzing feasibility, developing a master plan, reviewing its
development, implementing the plan, and evaluating the results. The paper also discusses
some other important management issues such as ensuring the permanent support of key
policy makers, the need for institutionalization in turning political will into routine
management, budgeting phases, and the creation of a more permanent organizational
structure. The paper confirms the hypothesis that the construction and implementation of a
human-centric national system with a single window significantly simplifies procedures,
shortens the time ships stay in the port, and reduces the costs of all administrative procedures
when entering/departing ships in the port of Bar. The future vision of MSW includes studying
the establishment of the legal framework in the implementation of SW, expanding the
application of SW to activities related to the integration of the application of SW into the
supply chain, international connections of different MSW models, and provision/enrichment
of data in SW.
4 Conflict of Interest
The authors declare that the research was conducted in the absence of any commercial or
financial relationships that could be construed as a potential conflict of interest.
5 Funding
This research received no external funding.
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