United Nations Public Service Awards Case Studies

RIEW – Veliko Turnovo is carrying out monitoring and control over the environment in the territory of Veliko Turnovo (Green Euroregion) and Gabrovo (technogenic Euroregion) administrative districts in Bulgaria, with a total area of 6697 km2 in the catchments’ area of the Yantra River - the second largest Bulgarian tributary of the Danube River. 36 experts and ecological inspectors are cared out to ensure clean and healthy environment and good administration of the local population (428,803 inhabitants), the Bulgarian and foreign entrepreneurs.

The main tasks of RIEW – Veliko Turnovo are:
- Carrying out the state policy on environmental protection and pollution prevention on a regional level;
- Accession to the international community's efforts to reduce global warming and achievement of sustainable development;
- Monitoring of environmental components and registration of the amendments;
- Control of environmental quality;
- Transparency of public services provided;
- Effective administrative services to citizens, the representatives of the private sector and all stakeholders for the implementation of environmental legislation;
- Providing environmental information to the public;
- Public involvement in decisions making process.

Management of Environmental Administration is entrusted to its director engineer Elena Grigorova - expert with extensive professional experience with a good interaction with the civil society. Dynamic role of RIEW-Veliko Turnovo for implementation of harmonized with international environmental law Bulgarian legislation, and the need to promote activities and services leads to the establishment of an Information Center, which opened on March 22, 2001. Head of the Center since then is Milka Asenova. Purposeful and responsible work of highly-qualified team of RIEW for the benefit of citizens, businesses and their organizations led to the joint establishment and systematization of unsolved problems which until the beginning of 2005 are limited to the following:
• low level of organization and efficiency in delivering of public services;
• low awareness of citizens and business for the functions of RIEW and administrative services provided;
• time withdrawal of information services because of the long path of service provided to citizens: information desk - duty expert - clerk;
• not enough competences for the use of administrative services as consumers from civil and private sector;
• inconvenience for the citizens and the disabled, related to travels to RIEW and access to the Inspectorate’s building on administrative procedures issues;
• barriers to implementation of the tasks of monitoring and control, tension and discomfort for RIEW’s employees because of the continuous flow of people seeking advice on the necessary administrative services.

In order to overcome the identified problems and to improve the provision of administrative services, the team of RIEW-Veliko Turnovo sets itself the task of planning and implementation of System for management of public services that put the administration closer to citizens and businesses and to contribute to effective interaction with the NGO and private sectors. The approach to achieving this goal follows the principles of good governance - legitimacy, reliability and predictability, openness and transparency, accountability, effectiveness, efficiency, partnership and coherence.

What is the initiative about? (the solution)
Undoubtedly achievement of RIEW - Veliko Turnovo is an integrated System for management of public services, providing benefits for local authorities, NGOs and the private sector and government institutions themselves, namely: - shorten the time required for the provision of public services;  improving the quality of administrative services; - improved access to administrative services provided by RIEW; - openness and transparency of procedures; - increased public confidence in RIEW; - better delivery of public services. The System for management of public services is built in stages in the period 2005 - 2010, and represents a complex of structural elements and functional attributes, implementing innovative methods, approaches and tools for effective management as follows: The front-office facilitates the access to public services and secures the conditions for quick and easy submission of documents, providing information about the progress of the service and document delivery on service requested. Connection with other units in the Inspectorate is done via back-office through established uniform filing system. In 2010, 3,066 correspondences/ cases were handled. Specialized room for providing advices is situated on accessible and convenient place for citizens, with a secure approach for disadvantaged people (disabled people) - daily serving is an average of four citizens (1012 persons per year). There is information board with templates of documents and forms reports, orders, deadlines and other useful information regarding citizens’ service. With Customer Charter rules and standards for quality administrative service are introduced, applying international experience and achievements. It determines the requirements regarding 46 administrative services performed by experts in normative terms. On this basis of Internal rules for organization of administrative service, 1666 administrative services were granted in 2010. Keep updated information for the public services provided on the Internet website of RIEW. Unique page views show an increase of more than three times seeking information in this way (3.047 in 2005 to 10.120 in 2010). Open day-and-night "Green" phone acts as a hotline that provides interaction with citizens in the event of problem, risk and emergency situations. In 2010, there were received 60 signals for environmental pollution that have been inspected and the necessary legal measures were taken. Green mailbox for opinions, complaints, suggestions and proposals for citizens exists. Providing information is made through traditional channels of access - media (press conferences - 9 for 2010, press releases - 49 for 2010 and answers on journalists' questions), fax and mail. Environmental Calendar – RIEW traditionally organizes events dedicated to international dates and initiatives launched by the UN General Assembly: World Decade of Education for Sustainable Development - 2005 - 2014; International Decade for Action "Water for Life - 2005 - 2015; 2010 - International Year of Biodiversity. In 2010, seven trainings, seminars and workshops were organized with more than 185 participants from municipalities, businesses and NGOs. Most of the events are being organized in partnership with NGOs such as Society for spreading knowledge "Thought", GeoEcoClub “Academica”, National Movement “Ecoglasnost” as well as the Bulgarian Chamber of Commerce, and others.

Who proposed the solution, who implemented it and who were the stakeholders?
The present initiative for planning and implementation of System for management of public services in RIEW - Veliko Turnovo is a result of joint efforts of public authorities, civil and business organizations. It is built in terms of increased public dialogue and is destined for development of the institution as an effective state structure, providing quality administrative service, oriented to citizens and businesses. Implemented partnership approach and methodology for building the System, including various tangible and intangible elements are based on problems identified jointly by representatives of NGOs, academic and business circles, RIEW experts as well as individuals receiving offered services. The inclusion and implementation of various elements of the system is discussed on thematic, operational and consultative meetings with all stakeholders, which ensure making the best decisions. Key actors in the implementation of the initiative are the experts from Sub department Administrative Services and Information activity at the Department of Financial and accounting services, human resources, administrative services and information activity. They work closely with experts from the Department of Environmental Control in RIEW - Veliko Turnovo and involved partners from the private and public sector which achieves continuity in the process of its optimization. RIEW - Veliko Turnovo team is built working professional networks with the regional inspections in the structure of Ministry of Environment and Water (16 inspectorates in total), in which discusses optimization of the administrative burden on businesses and opportunities for improving the quality of regulation, which contributes to economic growth and creation of more jobs. Better regulation leads to costs reduction for business and administration, as well as for achievement of bigger transparency. The constant exchange of experience and knowledge with institutions of public administration system in Bulgaria and abroad (Germany, the Netherlands, Belgium, Spain and others) provides increased interaction between the policies of European Union and United Nations, and the activities at local and regional level. It contributes to improving the public services provided and their effective management. Professionalism in the work of RIEW in direct service to users of administrative services is rated highly by users themselves in the realization of project "Secret client" of the Ministry of State Administration and Administrative Reform in 2007, when employees of the Inspectorate received the highest results/ scores - 21 points out of 25 points .

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The main objective of the initiative is to contribute to the improvement of public services and improve their effectiveness in Environmental Administration. Specific objectives are aimed at achieving transparency, quality and efficient administrative management for the benefit of citizens, producers and consumers. Planning and implementation of System for management of public services is based both on the strategic partnership approach and the application of policies and practices to serve citizens and businesses, integrating environmental protection and sustainability in all methods and forms of interaction. The initiative implement the strategies for environment and sustainable development at global, European and national level. Leading in the work of RIEW-Veliko Turnovo is "Agenda 21" adopted at the UN Conference on Environment and Development in 1992, which serves as an action program and guidance for developing policies related to this century. RIEW applies the "public has a right to know" principle for clean air and climate change, policies enshrined in the UN Framework Convention on Climate Change and the Kyoto Protocol and the guidelines of the Climate Pact adopted by the UN Conference on Climate Change in Cancun, Mexico. RIEW works on priorities for sustainable development set by the UN Commission on Sustainable Development. Activities aimed at the general public and businesses, based on the Strategy for Education for Sustainable Development of UN Economic Commission for Europe and the World Decade of Education for Sustainable Development, declared by UNESCO. Sustainable Development Strategy of the European Union also finds its application at the regional level. Thus, the strategic goals state the commitment to promote the use of "human, natural and environmental resources in a sustainable way. Activities in the modernization of the services provided by RIEW fully comply with the priorities and objectives of the Lisbon strategy: through greater efficiency of the administration to increase transparency and improve service. Creation and development of transnational partnerships and professional networks also accompanies the work of RIEW – Veliko Turnovo. In terms of membership in the European Union, the Inspectorate applies administrative approaches and policies respecting the fundamental rights of citizens, stipulated in the EU Charter of Fundamental Rights. The activity of RIEW observes equal opportunities between men and women irrespective of religion and social position and endorses the principles of equality and fairness by raising human capabilities and environmental citizenship. Implementation of the Convention on Access to Information, Public Participation in decision-making process and Access to Justice in Environmental Matters (Aarhus Convention) contributes to the development of civil society and active participation of various social groups. The initiative is based on the country's basic law governing the rights of citizens - the Constitution of the Republic of Bulgaria. It also applies the Law on Protection of the Environment, the Concept of improving administrative services in the context of the "one stop” and e-Government Strategy. Indicative of this is the activity of RIEW Information center and Front-office. RIEW-Veliko Turnovo provides a contribution to the implementation of Strategies for sustainable regional development of Veliko Tarnovo and Gabrovo districts 2007-2013.

b. What were the key development and implementation steps and the chronology? No more than 500 words
The methodology of the creation, development and implementation of System for management of public services in RIEW - Veliko Turnovo follows three main phases: 1. Diagnostic phase: Examine the problems 2. Evaluation phase: Evaluation of options for improving public services - approaches, methods and tools 3. Decisive phase: Create a System for management of public services in the Environmental Administration Implementation and development of the system follows the following steps: Fundamental stage - in 2005 when, in chronological order were realized the following functional elements: - Setting up and equipment of front office, functionally focused on fast and efficient administrative services to the citizens of the "one stop"; - Introduction of internal rules and higher own standards for quality customer service in providing administrative services through Customer Charter, approved by Order № 11 of 01.02.2005 of the Director of RIEW - Veliko Tarnovo; - Providing communicative expert, providing timely information of RIEW services, procedures and their state taxes. - Determination of employee from "back office" that moves the input documents to the Director for resolution, to responsible departments and experts, then to the place to prepare the requested document and then back to front office for receiving it by the user; - Differentiation of specialized room to provide advices; - Declaration of "green" phone, including on the title page on the Internet, which promotes civilian control and interaction to the environment. Signals are accepted by experts in the front office, who immediately take action provided by law. Stage of upgrade - 2006 - 2008 - Introduction of a uniform filing system in RIEW bound to the work of front and back offices, ensuring effective monitoring of the correspondence course and fulfilling the requirements laid down in Instructions for documents in RIEW - Veliko Turnovo; - Development and implementation of the Code of Conduct for employees in RIEW Veliko Turnovo, containing the rules for citizens service; - Developing pathway for people with fewer behavior (disabled) and toilet; - Adoption of Internal rules for the organization of administrative services in RIEW - Veliko Turnovo; Stage of the maintenance and development - 2009 - 2010 - Updated the information on the services available on the RIEW website http://www.riosvt.org/services2010.html, which offers efficient and inexpensive way to access and exchange information. There are published all services, required documents, fees and prices, and statutory deadlines for the provision of services. - Diversification of methods and approaches to save time and improve the quality of administrative services; - Raising the qualifications of the experts; - Preparing and publishing reports for the public; - Organization of thematic workshops and seminars; - Informing the media. At the current stage, the System for management of public services operates effectively and may be an example of good practice. Participation of RIEW - Veliko Turnovo in this competition will contribute to promoting it at all levels: national, regional and global, which would provide new opportunities for development, exchange of know-how and experience and enrichment of its methodology.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
The main difficulties related to building the System for management of public services in RIEW are associated with insufficient financial resources for development and promoting the initiative through training and dissemination of information materials for services, update the web site, modernization of the front office and specialized room.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The Initiative mobilized practically all employees of RIEW - Veliko Turnovo, working with consumers and give their comments, opinions, recommendations and opinions on the improvement of administrative services. Experts from the Department of Financial and accounting services, human resources, administrative services and information activities are engaged in the preparation of documents necessary to improve delivery of public services - Customer Charter, Code Inspector, Internal Rules for Administrative Services. There have been technical and financial resources for equipment and furniture of the structural units of the system for managing public services and staffing business. The sources of funds are: • State budget of the Republic of Bulgaria • GEF • The United Nations Development Programme • Regional Environmental Center for Central and Eastern Europe - Bulgaria branch • Global Water Partnership - Branch Bulgaria • Techical Assistance Information Exchange Bureau at DG Enlargement of the European Commission - training of experts, study visits in member states of the EU - 2003-2007 • IMPEL (European Network for implementation and enforcement of environmental legislation) - International Association of Environmental Authorities of Europe • program G2G.NL (G2G / V - from government to government), funded by the Dutch Ministry of Housing, Spatial Planning and the Environment (VROM) - Provides support to the Bulgarian authorities in the implementation and enforcement of EU legislation on waste management national, regional and local level. • Cross-Border Cooperation Programme Romania - Bulgaria 2007-2013

Is the initiative sustainable and transferable?
The System for managеment of public services is an integrated model for improvement the provision of administrative services for public and private sectors. RIEW - Veliko Tuarnovo initiative may be the basis for building a unified system for management of public services in the Environmental Administration of Bulgaria. Financial sustainability through cost sharing Donations and sponsorships. The objectives of the initiative aimed at cooperation with business and its organizations which may co-finance the System work. Website and public information system are managing by the Regional Inspectorate, which monitors and finances the progress. Budget funds. The activity of RIEW in Veliko Turnovo will continue to develop with budget funds which in formation of their budgets for next year provide funds for administrative costs and maintenance, and subsequent project initiatives in this area. Funds from international programmes. There were created preconditions for participation in future programmes for development. This will provide financial support to upgrade the current activities and the initiative will continue to evolve. Structural Funds. Development and participation in project proposals for funding from the EU Structural Funds. Institutional level Institutionalized professional network. The initiative supports a network of experts working in the interests of consumers. Any person can benefit from the support of the established web resources. Specialized organizational structures. Information Centre, Front Office and Specialized room create lasting institutional stability for partnership in initiative. Task of the center is the preparation and implementation of projects in the field of public services and develop concepts for future development and partnership. Ownership of fixed assets. Through the delivery of technical equipment for the initiative was acquired ownership of fixed assets. Purchased computer equipment will be used for future development of the system. Updating the information system. RIEW team will continue to work in partnership with consumers receiving information and suggestions for improving the services that includes maintenance of web resources and their use. Political level The proposed initiative is directly related to legislation and program documents (regulations, strategies, action plans, etc.) on regional, national and international levels concerning good governance, environment and sustainable development, information security and strategic planning and will continue to implement them. It will contribute to more effective participation of the citizens and business in government initiatives. The development of the initiative will certainly provide high quality public services that promote environmentally sound socio-economic development.

What are the impact of your initiative and the lessons learned?
The impact of the initiative is determined by the results achieved after implementing the System for management of public services, namely: - Established an integrated model for effective management of public services; - Existence of a workable system for fast and competent delivery of public services; - Introduced a new approach to administrative management, oriented to the needs of the society, concerned social groups and individuals. - Improved quality of services provided to citizens and businesses. With long-term effect on citizens, businesses and environmental administration are the following benefits: - Strengthening the partnership between the public and private sectors; - Jointly initiation of new activities to improve public services; - Integration of policies to prevent pollution and full use of instruments for better regulation; - Increased capacity of the institution for quality administrative services. The results achieved can be upgraded by using the following tools: -Management - consistent application of environmental law and control of development; -Support / maintenance - building of new knowledge and skills, provide better information services; -Monitoring - assessment of the proposed public services and their use. Publicity of information on the work of RIEW related to management of public services is provided through publication of Annual Report on the state of the environment designated for the public. The report is expected by the media and citizens, and is used by municipalities, businesses, students, civic and business organizations. It may be found on the web site too. The overall work of RIEW - Veliko Turnovo in the provision of administrative services gives us the reason to believe that the wealth of the institution is its employees.


Institution Name:		Regional Inspectorate of Environment and Water - Veliko Turnovo
Institution Type:		Government Agency
Contact Person:		Elena Grigorova
Title:		Director
Telephone/ Fax:		+35962620358
Institution's / Project's Website:		+35962623784
E-mail:		riosvt-vt@riosvt.org
Address:		68 Nikola Gabrovski Str.
Postal Code:		5002
City:		Veliko Turnovo
State/Province:		Veliko Turnovo
Country:		Bulgaria

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information