Home I Introduction I Poetry I Literature Review I Methodology I Findings & Results I Implications I Conclusions

   Introduction

            Customs brokers in Canada are experiencing pressure from the external environment as well as from within the industry sector. Externally, there is a demand from the Canadian Customs and Revenue Agency (CCRA) for customs brokers to become more digitally savvy.  Within the industry, the emergence of new competitors and increased customer demands are causing the strain.  Nevertheless, the time has come for customs brokers to break out of the technology stone age and realize the benefits a digital system can have on their delivery processes and capabilities to better serve their targeted clientele.

A company’s website is often perceived as a reflection of how successful or unsuccessful a company is with interacting and reaching their customers and business partners.  The focus of this research project is to gain a greater understanding of the effectiveness or ineffectiveness of customs brokers websites within Canada.  Specifically, to critically evaluate the usefulness of the following websites: Calgary Customs Brokers Ltd., Cargo Expediters Ltd., Cargo-Lift and Transportation Services Inc.  In determining the effectiveness of a website a number of questions must be addressed.  We will analyze the clarity and range of services offered by the customs brokers; the level of digitalization; the geographic scope covered; the functionality of the web-based support systems; and the extent to which the brokers appear to have a digital organization.  The solutions to the aforementioned questions will make the importance of operating a well-developed IS/IT customs brokerage business clear.

          With importing and exporting being a strong driving force in our economy it is imperative that customs brokers do not fall behind in this fast paced business world. Our research is a clear indication for customs brokers to realize the enormous benefits becoming digital will have on their business practices both from an internal and external perspective.