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The Belgian Custom and Excise Department wanted to streamline and optimize their custom portal process, which is tightly integrated with existing applications. We provided a real Case Management workflow that enables the approval flows for all types of requests that can be filed.


IBM Business Automation Workflow (BAW) is used as the key building block for the customs application. A customs portal is created for the economical agents to fill out their requests and upload the necessary documents. Once that has happened, a complete workflow is orchestrated that will lead to the approval or rejection of the request. When a decision is final, the required documents and certificates are also provided via the same portal. For every type of request a specific file (case) is created that, depending on the context of the request, is then assigned to the correct internal department along with a checklist of items that need to be investigated for that type of request.


The implementation of a case management application resulted in:

  • End-to-end process orchestration and automation
  • Integration of the custom portal with existing applications
  • Coordination of the approval workflows
  • Increased processing speed of the documents and files with higher efficiency.
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