Saving Time and Reducing Errors: Digital Transformation of the ATA Carnet Process

This case study details how KENZAP’s cloud based system transformed SICC’s ATA Carnet application process, reducing errors, saving time, and improving user experience through automation and seamless integration.

The Challenge

The Singapore International Chamber of Commerce (SICC) faced growing inefficiencies with its manual, paper-based ATA Carnet application process. Applicants had to visit the office physically, fill out complex multi-page forms by hand, and endure long turnaround times. This not only led to frequent errors and delays but also impacted customer satisfaction and staff productivity.

Our Approach

KENZAP PTE LTD set out to develop a secure, cloud-based Software-as-a-Service (SaaS) platform that would digitise the entire ATA Carnet application journey.

ATA Carnet applicant digital application form

ATA Carnet applicant application form

The focus was on process automation, data accuracy, user experience, and full compliance with ICC Paris and regulatory standards. The solution needed to be scalable, user-friendly, and seamlessly integrated with existing systems.

Implementation Strategy

Our development strategy included:

  • Process Redesign: Streamlining the customer journey and simplifying form completion.
  • Automation: Introducing smart prompts, data validation, and historical data population to minimise errors.
  • System Integration: Interfacing directly with ICC Paris' carnet system to ensure compliance and consistency.
  • User-Centric Design: Emphasising intuitive UI/UX for both applicants and SICC agents.
  • Secure Architecture: Building a fully cloud-based infrastructure focused on performance and data security.
E-ATA Carnet system, chamber's dashboard

E-ATA Carnet chamber's dashboard

The digital application process was structured into three clear steps:

  • Application: Smart auto-prompts guide users through the form to reduce discrepancies and speed up completion.
  • Verification: SICC agents review submitted data and issue invoices through the platform.
  • ATA Carnet: Approved applicants can download a QR code to be used with the ATA Carnet mobile application for customs purposes.

Results and Impact

The implementation of KENZAP’s digital ATA Carnet solution brought significant improvements to both applicants and SICC staff. Applicants no longer needed to commute or handle physical paperwork, leading to faster turnaround times and greater convenience. The digital system reduced manual entry errors through automated prompts and intelligent data validation, resulting in more accurate applications.

Automatically generated ATA Carnet document

Automatically generated ATA Carnet document

Key outcomes include:

  • Saved 6 hours of commute time per Carnet application
  • Reduced application processing time by 2 days
  • Saved 23 A4 pages of paper per application
  • Decreased application errors by 2.5 times
  • Saved 8 hours of SICC agent processing time per application
  • Improved overall customer satisfaction, thanks to a smoother and more intuitive experience

Lessons Learned

  • Fault Tolerance Matters: Any IT infrastructure issues that prevent the platform from functioning normally must be addressed in real time.
  • Collaboration Is Necessary: Sharing early feedback with the ICC helped enhance the ecosystem for other chambers.
  • Feedback Is Critical: Conducting interviews helped shape a solution that met applicant specific needs.
  • Regulatory Alignment Is Non-Negotiable: Early coordination with ICC Paris ensured smooth integration and compliance.