Post implementation evaluation of the digital customs system (MyCIEDS) in border clearance operations at Bukit Kayu Hitam : insights from customs agents

Digital customs systems are increasingly promoted as a tool for improving border efficiency, transparency, and trade facilitation. In Malaysia, Malaysia Custom Import Export Document system (MyCIEDS) was introduced to support the digitalization of customs procedure in document submission with the SMK systems for custom Form Declaration. However, influence of MyCIEDS effectively can support cross-border logistics operations in practice remains uncertain. This study therefore examines whether MyCIEDS improve cross-border operations at the Bukit Kayu Hitam checkpoint. This study adopts a qualitative research design, employing semi-structured interviews with customs agents involved in import and export operations at Bukit Kayu Hitam. The data are analyzed using thematic analysis and structured around four research objectives. This study overall questions whether MyCIEDS can fully support efficient cross-border logistics operations at the Bukit Kayu Hitam border. What are the impact and challenge faced by custom agent upon this system implement at Bukit Kayu Hitam border and exploring potential improvement to enhance systems effectiveness in cross border activities.