DIAN National Tax and Customs Office

The National Tax and Customs Office implemented Aranda Service Desk and Aranda Client Management to centralize information on incidents and requirements in order to improve the timely and efficient care of its users

The Directorate of Taxes and National Customs – DIAN, is responsible for managing and controlling compliance with customs, tax and foreign exchange obligations, among others. It facilitates foreign trade operations ensuring that they are given in an equitable, transparent and legal manner.


As part of a project to renew the technological infrastructure and improve customer service both external and internal, it was necessary to acquire a tool that would support the exponential volume of requirements and incidents received daily at the national level.

The need for a solution that supported all the technological services was evidenced while being based on the best practices of ITIL. In addition to this, the resolution of incidents in the defined times was sought, which would necessarily be reflected in greater productivity for the users and a better measurement of each requirement.


The DIAN prior to publishing the bidding process, conducted an investigation with the leading manufacturers in the market that offered solutions of this type and based on this information collected, a technical file was generated with the necessary requirements and requirements. Aranda Software was one of the competing manufacturers and was selected within the public process.


The DIAN requirement was focused on two fronts: the first covered by Aranda Service Desk, the ITIL process management solution; Such as incidents, requirements, catalog of services, problems, changes, among others. This solution is the heart of the outsourcing service that is currently being provided. The second focuses on the inventory management of the technological elements and management of the workstations supported with the Aranda Client Management solution.


After the implementation of Aranda Service Desk and Aranda Client Management, it was possible to centralize all the information of incidents and requirements in an efficient way, since before it was not had a system of this type. The tool now covers 52 offices nationwide, to which more than 9000 employees have access, more than 200 categorized services, controls our IT services, manages contracts related to the technology area, provides reliable, timely and real time. The 7 × 24 tool is available 365 days a year no matter where the user is

information on incidents
and requirements

Improvement of timely
and efficient attention
to your users

Coverage of more than 9000 officials in 52 sedes at national level

  • "Thanks to Aranda Software, today we have a tool that allows us to have control of the real situation of all our services nationwide, statistics, etc. In addition to a quick allocation and timely attention to the problems recorded."

    Claudia Patricia Bernal Rivera Coordinator of Technical Support to Users, DIAN

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