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“Improvement of delivery services”
Sopot Municipality
Bulgaria

The Problem

During the three years of functioning, the Municipality of Sopot managed to reorganise the services offered to the residents of the town of Sopot and the village of Anevo from Mayor's office level to municipal level. The public services, provided by the municipality, are guaranteed by the highly-qualified personnel and the modern equipment. With regard to this, the citizens and companies express high opinions of the increased services and their improved quality. This was achieved not only with the introduced modern equipment and software, but also with the unexceptionable team work of all the employees in the Municipal Administration. The Municipality of Sopot applied according to category 2:

“Improvement of provided services”

Solution and Key Benefits

 What is the initiative about? (the solution)
The Municipality of Sopot has built a professional, responsible, depoliticized and citizen-oriented administration, capable of functioning efficiently in the structures of the European Union. The Municipality maintains an excellent standard of administrative service and has an effectively functioning feedback from the citizens. It serves the public interests effectively with a maximum result and quality of service and minimum expenses of financial and human resources. The service quality is guaranteed with the achieved international standard ISO 9001 – 2000 in the year 2004.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
January 5, 2004 – November 30, 2006

(a) Strategies

 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 municipality of Sopot has been restored after 24 years with Decree No 318, dated 05.09.2003 of the President of the Republic of Bulgaria. The Municipality of Sopot is situated in the north-west part of the district of Plovdiv, at the south foot of the Balkan. Its area consists of 56,3 km2. According to the data of the year 2006, the population of the Municipality of Sopot is 11963 people, divided in two settlements – the tow of Sopot and the village of Anevo. The administrative services for the population are accomplished by 41 employees, organized in two departments. Each working place has a computer together with the necessary peripheral devices. A local electronic network is built and each working place has access to internet. Software is provided.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
1. The main priorities and objectives are a steady increase of the service level in compliance with the clients’ necessities and expectations.
2. Extension of the number of services, regarding the increase of the economic, social and living standards of the population and achievement of steady municipal development.
3. Training of the employees and preparation of the municipal technical and technological equipment for the successful adaptation of the local economy, the social activities, the services, the local government and the local administration to the requirements of the European Union.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
1. A contemporary modal for the management of the municipal administration has been created.
2. Publicity of the management and active participation of the civil society in the management of the municipal processes.

2.1. Creation of a municipality web-site with thorough information about the municipality with a possible feedback.
2.2. Publishing of all the necessary forms in the web-site and access assurance of each citizen to a computer and a printer for filling in and printing of the respective form.
2.3. Initiation and creation of public meetings with the participation of physical and legal entities.
2.3.1. Economic development council
2.3.2. Tourism council
2.3.3. Information center
2.3.4. Public youth council
2.3.5. Local initiative group for the approach Leaders of directions (development of the rural regions)
2.3.6. Public council of the representatives of the residential quarter councils
2.3.7. Fundamental organization of the Union of the disabled in Bulgaria.
2.3.8. Tripartite council of the economic development
2.3.9. Association of the parents of children with mental disabilities – Future 2002
2.3.10. Craftsman association
2.3.11. Organizing of civil training by the conducting of meetings about the introduction of the functions of the state and municipal institutions to the students
Provided software:
- A program for electronic document turnover, electronic registers keeping and control of the document turnover - ARHIMED
- A program for Civil Registration and Administrative Service
- Access to the legal regulations – CIELA
- Introduced accounting program EDIS-ASO
- Remuneration program – OMEX
- A program for the keeping of long-lasting assets – EDIS – ASSSETS
- A program for the preparation of Quantitative and valuable accounts – BUILDING MANAGER
- Financial management and control system / FMCS /
- Electronic signature – 3 pieces.

(d) Use of Resources

 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
1.As a consequence of the computerization and the high qualification, the periods for serving the clients were shortened many times and that is positively assessed by the citizens.
2. There is a reliable feedback between the municipal administration and the citizens, due to the registering of the clients’ telephones and the online connection.
3. Continuous updating of all the decisions, events and hot questions in the web-site of the municipality.
4. The studying youth is informed about the tasks and activities of the municipal administration, of the municipal council, the police, the prosecutor’s office etc during the days of the “Open doors”
5. Recovery of the municipal radio system for the informing of the citizens and guests of the municipality about the events and facts of the activity of the municipal administration.
6. Because of the excellent coordination among the Municipal Administration and the local organizations, the Municipal Council, the District Administration and other state institutions, for a very short period the Municipality of Sopot managed to realize dozens of projects on different programs concerning: overhaul of nurseries and schools, infrastructure projects, social projects, cultural projects, projects concerning tourism etc.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The introduced innovations in the Municipal Administration and the new model of management are regulated and permanently acquired by its employees. The citizens require highly-qualitative service, which is provided to them daily.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
The Municipality of Sopot is a modern and contemporary municipality, which has coped with its duties excellently so far. Total service at one counter can be organized. After starting in the main directions, the management shows a thorough understanding and is totally engaged in the service.

Contact Information

Institution Name:   Sopot Municipality
Institution Type:   Government Agency  
Contact Person:   Veselin Lichev
Title:   Mayor of Municipality  
Telephone/ Fax:   0035931342054
Institution's / Project's Website:   0035931342166
E-mail:   vessopot@abv.bg  
Address:   Ivan Vazov 34
Postal Code:   4330
City:   Sopot
State/Province:   Plovdiv
Country:   Bulgaria

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