Africa-Press – Eswatini. Digital transformation remained central to ERS performance in 2024/25, with technology significantly improving service delivery and efficiency.
Average customs processing time dropped to 27 minutes and 56 seconds, beating the 30-minute target. This followed major system upgrades, including ORMB, ASYCUDA World, and a cloud-based contact centre.
Commissioner General Brightwell Nkambule said the systems directly support the goal of 100% voluntary compliance.
“They have enhanced both service delivery and operational transparency,” he said.
System availability stood at 99.9%, ensuring uninterrupted access to online services such as filing, payments, and trade facilitation. The Net Promoter Score rose sharply to 77.7 from 62.5.
Board Chairperson David Dlamini said the shift from authority to service was yielding results.
“This transformation has led to generally satisfied clients,” he said.
ERS’ digital journey continues to simplify compliance while strengthening governance and accountability.
