Case Study: Jordan Customs automates hundreds of daily transactions and 53 processes with Tungsten Automation

Jordanian Customs Department Automates Transactions of its Public Service Unit

The Jordanian Customs Department (JCD) wanted to modernize its public service operations to eliminate slow, paper-based workflows that caused delays, lost documents and heavy bureaucracy. Facing hundreds of daily transactions across many departments, JCD sought an automated system that would speed processing, improve employee productivity and let clients track progress via SMS or email.

JCD implemented Kofax TotalAgility® with partner ITEC across its main center and four customs centers, automating 53 processes across nine directorates. The solution digitizes intake, routes approvals with electronic signatures, provides multi-channel tracking (web, IVR, SMS, display screens) and archives documents electronically, resulting in faster transaction times, easier follow-up, quick staff onboarding and a single unified portal for users—delivering measurable efficiency and improved customer service.

Jordan Customs

Ahmed Al Alim

Manager