Port operator, APM Terminals Apapa, has brought together key government agencies and importers in a concerted effort to resolve operational bottlenecks affecting cargo clearance on the National Single Window (NSW) platform, as authorities pledged to fine-tune the system and improve trade facilitation across the nation’s ports.
At a stakeholders and customer Engagement Forum held at the terminal in Lagos on Tuesday, representatives of the National Single Window Project, the Standards Organisation of Nigeria (SON), National Agency for Food and Drug Administration and Control (NAFDAC), Nigeria Agricultural Quarantine Service (NAQS), National Drug Law Enforcement Agency (NDLEA) and the Joint Task Force met directly with customers to address concerns ranging from permit processing and Harmonised System (HS) Codes to documentation errors and regulatory overlaps.
The engagement comes as Nigeria continues the phased implementation of the National Single Window, a flagship trade facilitation initiative designed to simplify cargo clearance processes, reduce delays and improve the ease of doing business.
Welcoming participants, the managing director of APM Terminals Apapa, Kamal Alhraishat, said the company organised the forum to create an open platform where customers could openly discuss operational challenges with the relevant government agencies.
“We want customers to be vocal about the issues they are facing so that together we can find practical solutions and continue improving the cargo clearance process,” he said.
APM Terminals Apapa government relations manager, Olayinka Akinlade, said the engagement reflected APM Terminals’ commitment to supporting efficient trade by connecting customers directly with agencies responsible for processing import documentation.
According to her, many of the concerns raised by customers stem from the ongoing transition to the National Single Window platform, “making continuous stakeholder engagement essential to ensuring a smooth implementation.”
Officials of the National Single Window acknowledged that, like every major digital transformation, the platform had experienced initial implementation challenges but insisted significant progress had already been made.
Director of Operations, National Single Window, Peter Ekunkoya, said resistance to change, payment-related issues and user adaptation were among the early challenges encountered during deployment. He, however, assured stakeholders that the platform was steadily improving.
“The National Single Window is designed to eliminate delays and make trade transactions easier. We encourage stakeholders to continue asking questions and providing feedback because we are committed to resolving operational issues,” he said.
Ekunkoya disclosed that integration between the National Single Window and the Nigeria Customs Service’s B’Odogwu platform has remained stable in recent weeks, with customer complaints dropping significantly as technical improvements continue.
According to him, support requests have declined from about 30 per cent during the early stages of implementation to approximately 10 per cent, indicating increasing system stability.
He added that while issues relating to HS Codes, quantity declarations and decimal entries still exist, they are being progressively addressed.
Officials from regulatory agencies also confirmed that their systems have now been integrated into the National Single Window.
Deputy director at NAFDAC, Ayankop Ayankop, described the implementation as a learning process, noting that the agency had overcome most of its initial technical challenges and was experiencing steady improvements in platform operations.
Similarly, the chief standards officer of SON, Iliya Shall, identified incorrect documentation, inadequate awareness and improper use of Harmonised System Codes as some of the most common causes of delays experienced by importers.
He explained that SON permits issued under the Product Registration process are available for both single and multiple use, with multiple-use permits remaining valid for one year.
Representatives of other agencies including the Nigeria Agricultural Quarantine Service and the National Drug Law Enforcement Agency (NDLEA) also welcomed the new platform, describing its virtual processing capability as a major improvement.
During the interactive session, customers and port users raised concerns over the cost of obtaining import permits, overlapping regulatory requirements, HS Code classification, and delays arising from documentation discrepancies.
Responding, National Single Window Subject Matter Expert, Jude Oboh, explained that permit fees are calculated using established rates based on invoice values, while higher cargo volumes naturally attract higher charges.
Oboh also disclosed that the National Single Window is currently refining the assignment of HS Codes to the appropriate regulatory agencies to eliminate unnecessary permit requests.
Stakeholders also called for greater harmonisation among regulatory agencies where products fall under multiple jurisdictions.
Commercial Manager, APM Terminals Apapa, Kayode Daniel, assured customers that every issue identified during the engagement would be reviewed with the relevant agencies to improve service delivery and close existing operational gaps.
