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Facing the people - adaptation of administrative processes, depending on the expectations of society

From EPSA - European Public Sector Award

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Activities of municipal governments require the use and application of many enactments which may be interpreted differently. Furthermore, the process of providing quality services requires a serious commitment of the administrative capacity on the organisation’s part. Therefore, the implementation of the project aims for continuous improvement in the following aspects:

  • Transparency of administrative activities in the principle of ‘facing the people’;
  • Performance efficiency and speed of service in accordance with

administrative regulations;

  • Implementation of innovative approaches to facilitate administrative procedures.

In the area of transparency, the project aims towards putting citizens at the heart of the administrative process and the displacement of administration. This is achieved by increasing the awareness of local regulations and resolutions, by means of publication on the website of the municipality, the local newspaper and local radio. There are feedback channels for service users for administrative processes -surveys, recommendation forms, forms against corruption, forms of opinion or inquiry to the municipal council and online municipal administration through the website of the municipality and others. A number of documents were introduced as an ethical code of the municipal employee, a charter of consumer services, technology services route maps, etc., all published on the website of the municipality. A public register of private and public municipal property has been prepared and published in the field of municipal property.

Bratsigovo Municipality is organising a series of public discussions on topics such as the report on the implementation of the budget for 2008, the draft budget for 2009, a project to take on the municipal debt, considering the adoption of local regulations and all active discussions, which aim to introduce civil society to the work of the administration’s decision-making in accordance with public interest. In 2008 and in the field of improving administrative services, a quality management system of services was introduced and certified, provided in accordance with standard ISO 9001:2000. Bratsigovo Municipality endorsed the principle of service at the ‘one-stop desk’. In 2008 an administrative information system was integrated, through which since 1 January 2009 the municipal administration file work is done without paper. There were also 15 electronic services implemented that may be universally required online via electronic signature at any time.

In pursuance of its quality objectives and in relation to the improvement of the quality management system, in 2009 the Centre for information and services was opened, providing accurate and comprehensive information on administrative procedures, forms of execution of service requests, legal text documents and others.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: quality management
Keywords: Transparency, quality management, ISO, citizens’ feedback
Short English description: In the area of transparency, the project aims towards putting citizens at the heart of the administrative process and the displacement of administration
Further information
Organisation: Municipality Bratsigovo
Other applicants:
Homepage:
Level of government: local level
Size of organisation: 50-100
Number of people involved:
Country: Bulgaria
EU membership: EU member
Language code: en
Start date:
End date:


Facing the people - adaptation of administrative processes, depending on the expectations of society (42.2050502° N, 24.3341584° E)
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