How to get ESL Service

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

1.       

Sea freight transport, pre-shipment services

1.1.

Handling requests for quotation of freight prices /Container, RORO, packaged goods/

·    Freight price requisition

·    Filled out form (written application)

·    Proforma invoice

·    Type of cargo

·    Quantity of goods

·    Port of loading

·    Port of discharge 

Commercial Department 

✔

10 minutes

1.2.

Request for freight price quotation /bulk shipment/

·    Written application

·    Type of cargo 

·    Quantity of cargo

·    Port of loading

·    Daily quantity of goods loaded and unloaded

·    Time of loading

Commercial Department

✔

5 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

1.3.

Handling requests for freight price quotation (dangerous and chemical goods container)

·    Freight price requisition

·    Filled out form (written application)

·    Proforma invoice

·    Types of cargo

·    Quantity of cargo

·    Port of loading

·    Port of unloading

Commercial Department 

✔

5 days

2.

Rendering waiver services (using other authorized carriers)

2.1.

From sea ports where E.S.L.S.E. services are available.

·    Written application

·    Proforma not dating back more than 6 months

·    Port of loading

·    Quantity of cargo

·    Name and address of bank 

Commercial Department

✔

Half day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

2.2.

From sea ports where E.S.L.S.E. services are not available

·    Written application

·    Proforma not dating back more than 6 months

·    Name and address of Bank

Commercial Department 

✔

Half day 

2.3.

From sea ports E.S.L.S.E. services are available.

·    Proforma invoice

·    Type of cargo

·    Quantity of cargo

·    Name and address of supplier of the cargo

·    Port of loading

·    Time of loading

·    Port of discharge   

Commercial Department

✔

Port agent

10 minutes /provisional registration/ 2 days /verified registration/

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

3.       

Handling requests for supply of empty containers

3.1.

Supply of normal containers, less than 50 in quantity

·    Proforma invoice

·    Type of container

·    Quantity of container

·    Freight order

Commercial Department 

Port agent

7 days

3.2.

Supply of normal containers, more than 50 in quantity

·    Proforma invoice

·    Type of container

·    Quantity of container

·    Shipment agreement

Commercial Department

Port agent

15 days

3.3.

Supply of special containers

·    Proforma invoice

·    Written application

·    Type of container

·    Quantity of container

Commercial Department 

Port agent

21 day

3.4.

Supply of dangerous goods containers (IMCO Cargo)

·    Freight agreement /written/

·    Written application

·    Type of container

·    Quantity of container

Commercial Department 

✔

21 day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

3.5.

Notification of claims for damages of containers used for unimodal and multimodal transportation;

·    Report/application/ showing that damages have been sustained to the container;

·    The bill of lading number and container number

·    Photographs or pictures taken from all four sides indicating the extent of damages

Operation  Department 

✔

3 working days

3.6.

Supply of normal containers, more than 50 in quantity

·    Readiness of the customer for payment

·    Identification number of the damaged container

Operation  Department

✔

20 minutes 

3.7.

Supply of dangerous cargo containers (IMCO cargo)

·    Freight agreement 

·    Filling out of the MDG form

·    Shipping instruction

·    Sealed and locked container delivered at the port;

·    Goods delivered at the port having completed customs and export formalities;

Commercial Department 

✔

·         7 days since delivery of goods at the port for shipment, container (Commercial department ), break bulk up to 10 days (Operation Department)

4.

Sea freight services

4.1.

Handling request for information of shipment of goods 

·    Copy of bill of lading 

Commercial Department 

✔

5 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

4.2.

Handling requests for information as to whether cargo has arrived at port /for unimodal freight/

·    Photocopy of bill of lading;

Commercial  Department 

✔

10 minutes

5.

Container services

5.1.

Western Europe ports

·    Bill of lading number (the country, port of loading and container number)

Commercial  Department

✔

19 days 

5.2.

Scandinavian and Baltic ports

·      Bill of lading number (the country, port of loading and container number)

Commercial  Department

✔

25 days

5.3.

West Mediterranean ports  

·    Bill of lading number (the country, port of loading and container number)

Commercial Department 

✔

15 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

5.4.

Black sea and Eastern Mediterranean ports 

·    Bill of lading number/container number

·    The country and port of loading

Commercial  Department 

✔

18 days

5.5.

Middle east ports 

·    Bill of lading number/container number

·    The country and port of loading

Commercial  Department

✔

15 days 

5.6.

West India ports 

·    Bill of lading number/container number

·      The country and port of loading

Commercial  Department

✔

15 days

5.7.

East India ports 

·    Bill of lading number/container number

·    The country and port of loading

Commercial Department 

✔

15 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

5.8.

South East Asia Ports  

·    Bill of lading number/container number

Commercial  Department 

✔

11 day

5.9.

South China ports

·    Bill of lading number/container number

·    The country and port of loading

Commercial  Department

✔

21 day 

5.10.

North and East China ports  

·    Bill of lading number/container number

·      The country and port of loading

Commercial  Department

✔

27 days

5.11.

Korean and Chinese ports  

·    Bill of lading number/container number

·    The country and port of loading

Commercial Department 

✔

30 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

6.

Sea freight transport (pre-shipment services)

6.1.

Preparation of bill of lading and delivery to the exporter    

·    Issuance of shipping instruction  to the agent,

·    Draft shipping documents,

·    Approval of shipping documents and return same to the agent;

·    Settlement of all fees at the port by the exporter

·    Bank permit, as deemed necessary,

Port agent 

✔

In 72 hours since departure of the vessel 

6.2.

Preparation and issuance of sea freight charge invoice 

·    Submission of original bill of lading;

Commercial  Department

✔

1 hour 

6.3.

Issuance of goods clearance (unimodal goods)  

·      There should not be any consignment that has lasted for more than 2 months for which payment is not settled;

·      There should not be unreturned container that has remained so for more than three months;

·      Receipt proving settlement of sea freight,

·      Original bill of lading,

·      No long overdue demurrage,

·      Original container deposit receipt/permission without  deposit

Commercial  Department

✔

20 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

6.4.

Granting of container release to transport the cargo along with the container;   

·    There should not be debt long overdue for over 2 months;

·    There should be a container not returned for more than three months;

·    Ensure that the service is supported by the rules and regulations;

·    Original container deposit slip/permission without deposit;

Commercial  Department 

✔

MTS / for Djibouti Customers/

20 minutes

6.5.

Preparation and issuance of container credit/debit account 

·    Djibouti Port Interchange (EIR) stamped with original seal;

·    Evidence of Djibouti port services;

·    Copy of bill of lading,

·    Receipt for deposit,

·    Original container deposit receipt,

Commercial  Department

✔

5 days 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

6.6.

Handling request for amendments to the bill of lading (unimodal goods and multimodal goods for which operation charge not settled)   

·    Written application from the customer

·    Original bill of lading

·    Consignee’s agreement

Commercial  Department 

✔

1 day

6.7.

Handling request for amendments to the bill of lading (goods in transit, for which operation charge settled and has entered the port/ name change and correction)  

·    Written application from the customer

·    Bank permit/bond

·    Original bill of lading

·    Consignee’s agreement for payment of amendment fee,

Commercial  Department

✔

1 day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

6.8.

Handling request for amendments to the bill of lading (goods at the dry port) for which operational charges have been settled and multimodal goods are already at the dry ports; other amendments than name change   

·    Written application from the customer

·    Bank permit

·    Original bill of lading

·    Consignee’s agreement

·    Amendment fee

Commercial  Department 

✔

1 day

6.9.

Handling of cargo claims

·    Written application from the customer

·    Type of lost/damaged goods

·    Relevant documents

·    Survey report/for comparison purposes only/

✔

15 minutes

6.10.

Handling settlement in Birr for Franco-Valuta consignments

·    Written application

·    Franco-Valuta permit from the Investment  or revenue and Customs Authority;

·    Written evidence for returnee citizen/diplomat

✔

30 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

6.11.

Handling requests for discounts

·    Written application

·    Ensuring that the request is supported by rules and regulations approved by the concerned official,

·    There should not be debt long overdue for more than 2 months,

·    There should not be unreturned container that lasted for more than three months. 

Commercial  Department 

✔

30 minutes

6.12.

Handling pre-shipment requests

·    Written application

·    Ensuring that the request is supported by rules and regulations and approved by the concerned authorities;

Commercial  Department

✔

30 minutes

7.

Unimodal freight forwarding services for import and export goods

7.1.

Unimodal freight forwarding service

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

7.1.2

Assessment and notification for up to 4 kinds of cargo.    

·    Original invoice

·    Original packing list

·    Original endorsed bill of lading

·    Original certificate of origin

·    Original bank permit

·    Original debit note

·    Freight invoice /if any/

·    Freight receipt /if any/ 

·    Taxpayer’s ID number

·    Trade license

·    VAT registration certificate

·    Duty exemption letter

Import goods Division  

✔

✔

✔

1 day

7.1.3.

·     More than 4 kinds of cargo (differs according to quantity)

·    No document is required

Import goods Division

✔

✔

✔

From 2-3 days

7.1.4.

·     Computation and notification of service charge

·    No document is required

Import goods Division

1 hour

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

8.

Freight delivery  service

8.1.

Sea freight delivery service in case of bill of lading originating from our office 

Import goods Division

✔

✔

✔

7 days

8.2.

Sea freight delivery service in case of bills originating from other parties;

No document is required

Import goods Division

✔

✔

✔

9 days

9.

Completion of inspection and delivery to customer

9.1.

Green risk level

No document is required

Import goods Division

✔

✔

✔

1 day

9.2.

Yellow risk level

No document is required

Import goods Division

✔

✔

✔

2 days

9.3.

Red risk level

No document is required

Import goods Division

✔

✔

✔

3 days

10

Dispatching  of declaration

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

10.1.

·     Inspected inside customs premises

·     Green

·         No document is required

Import goods Division

✔

✔

✔

10.2.

·     Not inspected inside customs premises, yellow and red  

·         No document is required

Import goods Division

✔

✔

✔

10 days

10.3.

·      To be inspected outside of customs premises

·         No document is required

Import goods Division

✔

✔

✔

30 days

11.

Preparation of invoices 

11.1.

·     Djibouti invoice

·         No document is required

Import goods Division

✔

✔

✔

Freight completion in 15 days

11.2.

·     Modjo Dry Port Invoice

·         No document is required

Import goods Division

✔

✔

✔

7 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

11.3.

·     Other branch offices 

·         No document is required

Import goods Division

✔

✔

✔

10 days

11.4.

Procedure for settlement of transportation charge – preparation of transportation charge   

·         Original waybill

·         Original goods consignment form

·         Receipt /for oil, bars and cement

·         Original fright order

·         Customs goods clearance

·         Original interchange

·         Original Djibouti container service (DCS)

·         Photocopy of Libre

·         Photocopy of Power of Attorney

·         Photocopy of ID

Import goods Division

✔

✔

✔

4 hours 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

12.

Export goods

12.1.

·     Completion of customs clearance and granting permit for export goods to move into Djibouti

·         Shipping instruction

·         Original invoice

·         Original bank permit

·         Taxpayer’s Identification Number Certificate /TIN/

·         Trade license

·         VAT certificate

·         Animals quarantine certificate /for live animals and their products/

·         Quality assurance for agricultural products

·         Photo sanitary certificates for coffee, cereals and oil seeds, customs clearance agent’s certificate 

Export goods Division

✔

✔

✔

4 hours 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

·         Empty container release

·         Original goods receipt  /oils, bars and cement/

·         Original shipping order

·         Customs goods clearance

·         Original interchange (EIR)

·         Original Galafi paper

·         Original Djibouti Container Service (DCS)

·         Photocopy of Libre

·         Photocopy of Power of attorney

·         Valid sID card copy

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

12.3.

·     Despuch of declaration 

·         No document is required

Export goods Division

✔

✔

✔

Within 10 days since the good has been cleared

12.4.

·     Hand over bill of lading to the customer    

·         No document is required

Export goods Division

✔

13.

Special support services

13.1.

·     Preparation of sea freight for customers entitled to discounts

Letter and bill of lading

Marketing and Special Support Division

✔

15 minutes 

13.2.

·     Execution of contract for discounted inland transport; 

Letter of application from customers and contract filled out in four copies; import and export plan and trade license

Marketing and Special Support Division

✔

1 day

13.3.

·     Loading of goods of discount beneficiary customers on trucks at Djibouti Port;

Complete set of documents or release paper

Djibouti Multi Modal and Djibouti Kaliti Branch Office

✔

5 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

13.4.

For discount beneficiary customers loading of the goods on trucks at their premises/warehouses for transportation to Djibouti;  

Complete set of documents or release paper

Kaliti Branch Office

✔

4 days

13.5.

Follow-up of the cases of beneficiaries of special support and ensure execution;     

Communication of the case in person, over the phone and by email.

Marketing and Special Support Division

✔

30 minutes

13.6.

Providing price quotations for all services of the enterprise to beneficiaries of special support; 

Make the request in person, over the phone or by email.

Marketing and Special Support Division

✔

10 minutes 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

13.7.

Consulting  discount beneficiary customers concerning their cargo and various issues

·      Make request in person, over the phone or by email 

Marketing and Special Support Division

✔

5 minutes

13.8.

Execution of freight forwarding contracts with importers and exporters

·      Make request in person, over the phone or by email

Marketing and Special Support Division

✔

1 day

14.

Freight forwarding services for import goods carried through the multimodal transportation (MMT) system

14.1.

Preparation of invoice for Djibouti Clearance and inland haulage 

14.1.1.

For payments according to the manual 

Fright manifest and agreed tariff

Commercial Routes Divisions

✔

5 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

14.1.3.

Preparation of refundable transport charge

·      Request of refund, payment documents, evidences that the goods were transported by the customer; 

Marketing and Special Support Division

✔

10 minutes per container

13 minutes per container

14.1.4

Notifications

·      Packing list, information on date of arrival of the cargo,

Marketing and Special Support Division

✔

3 minutes

14.1.5.

Preparation of freight release paper

·         Manifest information, contract agreement

Commercial Routes Divisions

✔

12 minutes

14.1.6.

Preparation of contract document

·         Required contract agreement, approved agreement;

Commercial Routes Divisions

✔

1 hour and 46 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

14.1.7.

Preparation of cargo release 

·      Request for contract agreement, approved agreement  

Trade Routes Divisions

✔

9 minutes 

14.1.8

Preparation of cargo release for unstuffed goods 

·      Request for taking delivery of unstuffed goods 

Trade Routes Divisions

✔

7 minutes

14.1.9.

Preparation of container deposit refund 

·         Complete set of interchange, bill copy and payment document 

Trade Routes Divisions

✔

12 minutes

14.1.10.

Preparation of payment for other carrier services 

·         Tariff, document for the service provided and contract agreement

Transportation Division

✔

7 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

15.

Delivery of full container

15.1.

Upon verifying the end of transit procedures, security inspection just before the truck passes the main gate

·      Djibouti EIR-OUT

·      Waybill

·      Driving license 

Safety and Security 

✔

3 minutes

15.2.

Container inspection

·      Djibouti EIR-OUT

·      Waybill (end of transit procedures, bearing seal)

·      Driving license

Terminal Operation Division /Controlling at the gates/

✔

5 minutes

15.3.

Gate pass document and form of incoming container will be prepared so vehicles could enter

·      Djibouti EIR-OUT

·      Waybill (end of transit procedures, bearing seal)

·      Driving license

Terminal Operation Division /Controlling at the gates/

✔

5 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

15.4.

Delivery of stuffed containers and unloading from truck

·         EIR-IN

·         Gate pass

·         Waybill

Terminal Operation Division /Operations Coordinator/ 

✔

5 minutes 

Notice: Containers arriving after 8:00 PM will wait until 8:00 AM for the delivery to take place.

16.

Delivery of full containers/goods 

16.1.

Receipt of request for services (SSR) and giving job order

·   Customs delivery order

·   Photocopies of power of attorney and ID card or if the importer himself is to appear in person photocopies of trade license and ID card, passport etc;

·   Photocopy of bill of lading

·   Letter from the Ministry of Foreign Affairs and passport (single entry passengers)

Terminal Operation Division (Operations Coordinator)

✔

6 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

16.5.

Delivery of containers for inspection 

Job order

Terminal Operation Division (Operations Coordinator)

✔

16.6.

To CFS

✔

·     18 hours (in the case of Mojo)

·     On average 1 hour (other branch offices)

16.7.

To warehouse 

✔

·     18 hours (in the case of Mojo)

·     On average 1 hour (other branch offices)

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

16.8.

·    Issuance of delivery order

·   Original bill of lading

·   Original powers of attorney of importers

·   Original and photocopy of the importer’s proxy

·   Photocopy of the trade license of the importer

·   Original and photocopy of sea and land freight invoice

·   Settlement of freight invoice voucher

·   Original container agreement signed by the importer and the enterprise

·   If the cargo is to be stuffed in a container as it leaves the port, original and copy of the container deposit receipt 

·   Two original powers of attorney of the importer and the transitor

Terminal Operation Division

✔

4 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

16.9.

Receipt of release paper (GRR) for goods to depart the port 

·   Bill of lading, 1 copy

·   Declaration, 1 copy

·   Customs release, 1 copy

·   Delivery order, 1 copy

·   Container release, 1 copy

·   Power of attorney 

·   ID card, 1 copy

·   In addition to this basic documents, if SSR service is provided in respect of the container, this will be searched in the DPOIS system and the following documents will be printed and included for the SSR requested,

·   SSR, 1 copy

·   Tally report , 1 copy

·   It is from a warehouse house, goods receipt document should be presented in addition to the above documents.

✔

7 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

17.3.

Gate pass for empty containers and EIR

·         EIR-OUT

Branch offices  

✔

4 minutes 

17.4.

Unloading empty container

·         EIR-IN

·         Gate pass

Branch offices

✔

4 minutes

17.5.

Hand over empty containers

17.6.

Before the truck passes the gate security inspection will be carried out

·   Djibouti EIR-OUT

·   Waybill

·   Driving license

Branch offices

✔

3 minutes

17.7.

Preparation and issuance of EIR document (container interchange)

Branch offices

4 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

18.

Procedures for delivery of RORO (vehicles)

18.1.

Verify completion of customs transit procedures, follow  up of ROROs’ arrival  and conduct of delivery

·         Waybill (bearing seal), driving license, RORO physical condition report

Branch offices

✔

10 minutes

19.

Handover of RORO

19.1.

Receipt of requests for release papers for RORO to depart from dry ports and issuance of same

·   Bill of lading, 1 copy

·   Declaration, 1 copy

·   Customs goods release order

·   Delivery order, 1 original + copy DO cargo and container release

·   Power of attorney given by the importer, 2 originals. 

Branch offices

✔

34 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

19.2.

Exporter service, empty container handling 

·         A letter specifying the type and quantity of empty containers needed by the exporter;

·         A letter of permission pertaining to empty containers and issued by the carrier;

·         Container delivery form,

·         Gate pass;

Branch offices

✔

83 minutes

19.3.

Supply of empty container  

·   Container delivery form

·   Gate pass

Branch offices

30 minutes

19.4.

Cleaning empty containers 

·      Container delivery form

·      Gate pass 

Branch offices  

10 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

19.5.

Container stuffing and sealing

·         Container delivery form

·         Gate pass

·         Freight order

·         Customs inspection

Branch offices

33 minutes

19.6.

Loading or taking to parking area  

·   Container delivery form

·   Gate pass

·   Freight order

·   Customs inspection 

Branch offices

10 minutes

20.

Construction works services

20.1.

Site handover

·      Appearing in person or represented by a proxy with a letter of award

Engineering Division 

✔

✔

1 day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

20.2.

Issuance of contract document and commencement order 

·         Contract document

Port and Facility Department

✔

✔

4 hours

20.3.

Evaluation and submission of proposal prepared by a consulting firm (business plan, feasibility study, master plan)   

·   Document prepared based on the proposal  

Engineering and Capital Study, Planning and Supervision Divisions

✔

✔

7 days

20.4.

Evaluation and receipt  of drawing and design prepared by a consulting company

·      Drawing and design prepared based on initial studies

Engineering Division

✔

✔

10 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

20.5.

Evaluation and receipt of bid document prepared by the consulting company  

·         Bid document prepared in line with design 

Engineering Division

✔

✔

3 days

20.6.

Evaluation and receipt of contract document prepared by the consulting company

·   Contract document prepared in line with the design   

Engineering Division

✔

✔

3 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

21.

Correspondence services as requested by consulting companies 

21.1.

Evaluation and approval of variations 

·   Bill of quantities

Engineering Division 

✔

✔

5 days

21.2.

Time extension approval 

·   Supporting document for time extension  

Engineering Division

✔

✔

5 days

21.3.

Change order approval

·   Document proving the necessity of the construction work

Engineering Division

✔

✔

7 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

22.

Rendering payment and performance services

22.1.

Evaluating advance payment requests and approval of request 

·   Invoice

·   Financial security bonds

·   General program of the works and program for works to be done using the advance payment

Engineering Division 

✔

✔

3 days

22.2.

Evaluation and approval of interim payments  

·   Certified by an engineer/professional/ supervising the works

·   Payment certificates in five copies

·   Report showing the current level of the works   

Engineering Division

✔

✔

4 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

.

·   Document showing list of human resources engaged in the works (attendance sheet) and list of inputs used during the works, their quantities and prices;

22.3.

·   Completion report

·   Document showing list of human resources engaged in the works (attendance sheet) and list of inputs used during the works, their quantities and prices;

·   Provisional acceptance certificate signed by handover committee  

Engineering Division

✔

✔

5 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

22.4.

Final account settlement and final acceptance

·   Payment certificates approved by the engineer/professional supervising the works, in five copies,

·   Completion report

·   Document showing list of human resources engaged in the works (attendance sheet) and list of inputs used during the works, their quantities and prices;

·   Provisional acceptance certificate signed by handover committee

Engineering Division

✔

✔

15 minutes 

23

Payment and performance services

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

23.1.

Evaluation and approval of advance payment request

·   A letter of payment request

·   Financial bonds

·   General program of the work

·   Program for works to be undertaken using the advance payment

Engineering Division

✔

✔

3 days

23.2.

Interim payment

·   Payment certificates, in four copies, and approved by a supervising engineer or professional and report showing current level of performance

·   Report showing current level of performance

Engineering Division

✔

✔

7 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

23.3.

Final payment and provisional acceptance certificate approval

·   Payment certificates, in four copies, and approved by a supervising engineer or professional and report showing current level of performance

·   Provisional acceptance signed by the handing over committee;

·   Built drawings, operational and maintenance manuals, warranty letters and tool kits 

Engineering Division

✔

✔

30 minutes 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

23.4.

Final account and final acceptance

·   Report on general performance and maintenance works conducted  

Engineering Division

✔

✔

10 days

23.5.

Responding to requests on variation orders

·   Proforma of current prices of construction inputs;

·   How bill of quantities was prepared and prices of inputs to be used for the works

Engineering Division

✔

✔

5 days

23.6.

Responding to requests for time extension of contracts

·   Report on why the works have been delayed and evidences for such delay as issued by third parties.

Engineering Division

✔

✔

5 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

23.7.

Removal of assets of third parties from the sites of construction and maintaining of boundary limits of operation (right of way)

·   A clearly informative letter from the party making such request   

Ports and Facility Development Department 

✔

30 days

23.8.

Responses to correspondences from consultants or contractors

·   Presentation of evidences concerning the matter 

Ports, Facility Sector Department, Division, Branch Offices

✔

1 day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

24.

Rendering Financial and accounts services

24.1.

Rendering information on lost receipt and EIR

·   Letter of information request bearing legal seal of the applicant

·   Evidence issued by the police proving the loss    

Cash Management Division  

✔

2 days

24.2.

Collection of freight payment

·   Invoice (separate for dollar and Birr currencies)

·   Bank advice bearing bank seal and showing that payment in Birr or dollar has been transferred from the customer’s account to that of the enterprise

Cash Management Division 

✔

19 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

24.3.

Collection of container deposit

·   Bill of lading number should be stated

·   Importer’s name should be stated

·   The amount of payment should be stated

·   Payment using CPO drawn in favor of the enterprise   

 Treasury Division  

✔

18 minutes

24.4.

Preparation of payment documents and settlement for purchases made through bids

·   Purchase request

·   The newspaper on which the call for tender was published  

·   Bid offers

Treasury Division n 

✔

1 day

24.5.

Settlement of payment for purchases conducted using proformas

·   Purchase request

·   Supplier proforma

Treasury Division

✔

1 hour

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

24.8.

Processing and settlement of payment for construction works

·   Minimal purchasing/bidding price

·   Recommendation with complete set of documents

·   Award notification

·   Contract agreement

·   Performance bond

·   Payment certificate

·   Payment request

Engineering and Treasury Divisions   

✔

1 day

24.9.

Payment processing for outsourced services on contract basis

·   Contract agreement

·   Payment request

·   Confirmation of service provision 

Treasury Division 

✔

30 minutes

25.

Services rendered by the Procurement Department

25.1.

Return of bonds held for the purchase

Upon submission of a request by the customer upon honoring of his obligation

Divisions

The head office

15 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

25.2.

Preparation of a covering letter and notification to the customer for collection of a signed contract 

Upon signing of the contract and arrives to the department  

Purchasing Department    

The Head office

1 day

25.3.

Distribution of signed contract along with a covering letter

By request of the customer at the department and in person 

Purchasing Department 

The Head office

10 minutes

25.4.

Organizing of necessary explanations and documents and issuance of notification of award 

Upon arrival of approved minutes of the approving committee to the department 

Divisions and the Department 

The head office

3 days

25.5.

Once payment request, verification form, supporting documents are fully submitted, the appropriate amount will be calculated and approved for subsequent transfer to corporate/finance 

Upon receiving, by our department, of inspection report proving receipt of the good in good order

Divisions and the Department

The head office

3 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

25.6.

Evaluation and assessment of opinions and grievances entered into the opinion box and notification of outcomes to customers (for requests directly submitted to the Purchasing Department only) 

Upon expression of grievances by the customer in letter, opinion box, register   

Divisions and Departments    

The Head office

5 days

25.7.

Opening and closing of tender 

Upon verification that the opening and closing date of the tender is specified on the bid document  

Divisions  

The Head office

Exactly at the specified time 

26.

Human Resources and Development Services

26.1.

Recruitment Services (Local)

26.2.1

Floating of vacancy announcement and registration  

·   Specifying the job position for which the applicant is competing and job application 

Human Resources Management Division

✔

10 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

26.1.2.

Vacancy announcement should be floated to invite applicants

·   CV/Curriculum Vitae   

Human Resources Management Division     

✔

3 days

26.1.3.

Preparation of written exam and marking  

·   Copies of education and other credentials

·   Certificates of work experience, original and copies,

·   Identification card   

Human Resources Management Division  

✔

5 days 

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

26.1.4.

Announcing interviews/ practical exams for candidates successful in passing written exams

·   Police clearance, medical certificate to prove fitness to work, a letter of release from his/her previous employer, ID card/letter issued by the Social Security Agency, where there is Social Security ID number, photographs of the new employee, 6 photographs for those without social security numbers and 3 for those already registered with the Social Security Agency.

Human Resources Management Division     

✔

3 hours

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

26.1.5.

Preparation of practical exams and evaluation 

·   Police clearance, medical certificate to prove fitness to work, a letter of release from his/her previous employer, ID card/letter issued by the Social Security Agency, where there is Social Security ID number, photographs of the new employee, 6 photographs for those without social security numbers and 3 for those already registered with the Social Security Agency.

Human Resources Management Division     

✔

3 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

26.1.6.

Announcement of results and calling upon the newly recruited applicant to submit police clearance and medical examination results /pre-employment requirements/   

·   Police clearance, medical certificate to prove fitness to work, a letter of release from his/her previous employer, ID card/letter issued by the Social Security Agency, where there is Social Security ID number, photographs of the new employee, 6 photographs for those without social security numbers and 3 for those already registered with the Social Security Agency.

Human Resources Management Division     

✔

2 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

27.1.

Airing vacancy announcements   

·   The job position for which the registrant is completing should be specified in the job application ,

·   Curriculum Vitae (CV)

·   Original and copies of education credentials

Human Resources Management Division     

✔

Based on the Personnel Manual and the anticipated mariners collective agreement

27.2.

Calling addressed to applicants selected by the concerned office/sector for recruitment to meet employment formalities

Human Resources Management Division     

✔

3 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

27.3.

Registration of applicants

·   Certificates of work experience, originals and copies

Human Resources Management Division     

✔

Based on the Personnel Manual and the anticipated mariners collective agreement

27.4.

Calling applicants for written exams

·   Mariner’s ID, if he already has one

Human Resources Management Division     

✔

27.5.

Calling applicants eligible for interview based on the outcomes of the written exams

·   Identification card

Human Resources Management Division     

✔

3 days

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

28.

Legal, Insurance and Claims Services

28.1.

Cargo Claims Handling, up to unloading at Djibouti Port

28.1.1.

·    Assessing whether or not damages are covered under the existing insurance policy and giving advices

·   Insurance cover policy document

Legal, Insurance and Claims

✔

15 minutes

28.1.2.

·      Assessing whether or not damages are covered under the existing insurance policy and giving advices

·      Application submitted by the applicant in writing, evidence of defects or damages, packing list and commercial invoice

Legal, Insurance and Claims

✔

20 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

28.1.3.

Handling third party claims

·   If the insurer of our customer requests cooperation in recovering compensation paid to our customer, make sure that insurance policy, the right of subrogation, joint survey report, commercial invoice, assessment of extent of damage, packing list are all available.

Legal, Insurance and Claims

✔

1 day

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

29.

Cargo Claims Handling from Djibouti up to local port

29.1.

Verification whether the customer has secured insurance cover for the transported good and giving advice

·      Written application by the customer, evidence of defect/damages in goods, packing list and commercial invoice

Legal, Insurance and Claims

✔

15 minutes

30.

Claims Process in case of Fire Accident sustained by goods of customers at ports and terminals

30.1.

Receipt of claims by customers for the damages sustained by properties

·      Written application by the customer

Legal, Insurance and Claims

✔

10 minutes

No.

Types of services rendered

Preconditions needed to be met to obtain service

Departments and locations where services are provided

Standard of service (in terms of time)

Departments

The head office

Branch offices

Djibouti

30.2.

·    Conduct survey, together with the customer’s insurer on the extent of damages sustained by the customer’s property and determine the damages.

·      Written application by the customer 

Legal, Insurance and Claims

✔

4 days

30.3.

·    Collection of documents relevant to the request made and submission of same to the insurer

·      Written application by the customer

Legal, Insurance and Claims

✔

7 days

30.4.

·    Settlement of appropriate compensation

·      Written application by the customer

Legal, Insurance and Claims

✔

8 days