NAFDAC Service Level Objectives (SLOs) for National Single Window Operations
This Service Level Objectives (SLOs) define the level of service that would be expected from NAFDAC and Traders on activities on the National Single Window. It outlines the responsibilities of both parties, performance standards, response times, and mechanisms for monitoring service delivery
- Query Response & Clarification
Objective: Ensure rapid regulatory clarification to prevent transaction stagnation.
Functions Covered:
- Query issuance
- Trader response handling
- Clarification loop closure
Targets:
Master Document
- 70% of queries issued within 6 working hours of submission review
- Traders to respond to queries within 6 hours
- 70% of trader responses reviewed within 12 working hours
Consignment Document
- 90% of queries issued within 6 working hours of submission review
- Traders to respond to queries within 3 hours
- 90% of trader responses reviewed within 6 working hours
- Temporal Decision (Reject / Reject for Amendment)
Objective: Ensure early-stage decisions are issued promptly to reduce cargo dwell time.
Functions Covered:
- Reject
- Reject for Amendment
- Conditional approvals
Targets:
Master Document
- 70% of temporal decisions issued within 72 working hours
- ≤ 5% procedural reversal rate
- Decision audit trail completeness = 100%
Consignment Document
- 75% of temporal decisions issued within 12 working hours
- ≤ 5% procedural reversal rate
- Decision audit trail completeness = 100%
- Approval & Final Release
Objective: Guarantee predictable turnaround time for compliant applications.
Functions Covered:
Master Document
- Final Approval
Targets:
- 80% of approvals issued within 126 working hours after complete documentation
- End‑to‑end processing time ≤ 126 working hours (standard cases)
- 99% decision timestamp integrity
Consignment Document
- Temporal Approval
- Final Approval / Release (License & Permit)
Targets:
- 80% of approvals issued within 6 working hours after complete documentation
- End‑to‑end processing time ≤ 12 working hours (standard cases) (excluding Joint Inspection time, Query time and payments)
- 99% decision timestamp integrity
- Vetting & License Validation
Objective: Maintain regulatory integrity while supporting trade efficiency.
Functions Covered:
- License verification
- Risk classification
- Supplementary documentation requests
Targets:
- ≥ 98% first‑pass accuracy rate
- ≤ 3% post‑approval compliance correction
- Supplementary request issued within 1 business day of detection
- Inspection Scheduling & Execution
Objective: Prevent inspection-related bottlenecks in the trade pipeline.
Functions Covered:
- Inspection scheduling (License & Permit)
- Officer assignment
- Field report upload
Master Document
Targets:
- 70% inspection schedules confirmed within 7 working days
- 70% inspections executed within 48 working hours of scheduling
- Reports uploaded within 5 working hours post‑inspection
Consignment Document
Targets:
- Joint Inspection at the Port and Company Facility as coordinated by the Nigeria Customs Service.
- For Inspections excluding Agencies in the port conducted within 48 hours of arrival of consignment at Company warehouse.
- Modification Management (Extension / Supplementary/ Amendment)
Objective: Control transaction lifecycle changes efficiently and transparently.
Functions Covered:
- Extension
- Supplementary requests
- Amendment review
Master Document
Targets:
- Extension (Not Applicable)
- Supplementary requests within 48 working hours
- Amendment review completed within 48 working hours
Consignment Document
Targets:
- Extension (Not Applicable)
- Supplementary requests (Not Applicable)
- Amendment review completed (Not Applicable)
- System Availability & Performance
Objective: Ensure reliability of regulatory modules within the National Single Window platform.
Functions Covered:
- System uptime
- Transaction processing speed
- Portal accessibility
Targets:
- ≥ 98.5% monthly uptime
- Page response time ≤ 5 seconds (95th percentile)
- Zero data‑loss incidents
- Regulatory Support & Escalation
Objective: Provide regulatory support to traders, customs brokers, and inter‑agency partners.
Functions Covered:
- Support tickets
- Technical or regulatory clarification
- Escalation handling
Targets:
- Ticket acknowledgement within 2 hours
- 85% resolution within 1 business day
- Escalations resolved within 48 hours
- Monthly performance reporting compliance = 100%
- Technical Support & Escalation
Objective: Provide technical support to traders, customs brokers, and inter‑agency partners.
Functions Covered:
- Support tickets
- Technical downtimes
- Escalation handling
Targets:
- Ticket acknowledgement within 2 hours
- 85% resolution within 1 business day
- Escalations resolved within 48 hours
- Monthly performance reporting compliance = 100%
