Municipal Administration Dobrich
Bulgaria

The Problem

Traditionally Dobrich is the biggest agrarian center in Bulgaria. It is a cultural, economic and administrative center in the Dobruja region. The region is situates on the North-east Bulgaria. It is border on the east with Black sea and on the north with Romania. The Dobrich region is made up of eight counties. The population of Dobrich is over 100 000 citizens from which 67% are In employable age.

One of the main characteristics is the clear environment – clear water, air and soils and well manage green systems.

The Municipality of Dobrich is an ambitious structure of the local self-government which main aim is to create a competitive and innovative town. The Municipality provides regularly support to the citizens by offering them various and high quality services and initiatives. It takes part in a number of national and international projects and work for continuous improvement in several sectors. As a result the municipality has a statute as:
- The first Municipality in Bulgaria awarded with “Honor flag” by the Parliament of the Council of Europe.
- “Innovator Municipality” for 2004, Foundation for Local Government Reform – Bulgaria.
- Municipality with effective online services for the citizens, Institute of Public Administration and European Integration (IPAEI) by the aegis of the Ministry of State Administration and Administrative Reform.
- “Municipality ready for business”.
- Win the second prize of the national competition for the most accessible and quality administrative service delivery, Institute of Public Administration and European Integration (IPAEI).
- Win the first prize of the national competition “Online services for the citizens and business”, 2004. Award by the Ministry of State Administration and Administrative Reform “On line services 2005”.
- Municipality with the best internet site – International prize “Euro Crest 2005”

The short characteristic and excellent marks of the Municipality pointed at one of the precessions on governance to the Mayor and all the employees namely, continues development and improvement of the administrative service delivery. The up coming join of Bulgaria to the EU (01/01/2007) is a challenge to realize new actual ideas in the field of the public services.

The United Nations Public Service Awards nominees in the field of administrative service delivery are a challenge itself but at the same time they are stimulus to share the activities and progress achieved, to share good practices and implementation of new approaches to service delivery.

Solution and Key Benefits

 What is the initiative about? (the solution)
As decades the Bulgarian citizen is being served by a bureaucratic administrative system. In a transitional period of democratic changes the authority of local self-government change the model of administrative service delivery. The municipality of Dobrich is a leader in this field. “One-stop-shop” model has been created for the period 2001-2002.

The first local network in the administration was created in 1998. It consists of five computers, with total number of employee 94. In 2006 the number of computer configurations is 165, with total number of employee 178. For the period 2004-2005 new concept is being affected in the administration. All those measures are taken in order to realize the opportunity for process management. By implementing appropriate software the administrative service delivery and document management system are automated register, processing, analytics and answered with undertake on concrete adequate measurements.
Development and confirm Inward rules on aligning work and conservation on electronic documents signed with a universal electronic signature, they are further one precondition and a condition for turn of the electronic sway in the sector of the municipal favors.
The future innovative footprint in the process is providing services in enhancing the provision of services through an internet that made the administration more connected and more transparent. At the end of 2004 year the official site on municipality Dobrich offered providing online information for the utilities and the first 4 online services for the clients in the township were guaranteed, visitors in a internet.
In 2006 year the township launched with new degree of performance of administrative service, namely - Integrated a bowling score of contracted interdepartmental cooperation: agreement with metropolitan administration Dobrich is signed out. The joint attempts of the administrations guaranteed twofold a trifle attempts in a country of the client of application for perpetrating adverbial check for testifying before the right of a possession.
One qualitatively new step: amplification was practiced further in township-Dobrich in 2006 year as well and performance of a system for control of the dimension of standard ISO 9001: 2000,: with a broadcast area:
• Providing information and consultation for the municipal services of the citizens and the occupation
• Producing documents of implementation of administrative services
• Taking, viewing as well answer on signals, proposals and solicitations
• Catering the payments for the done administrative services

Performance to a system of management of the quality in the township in the sphere of providing services, a record and consultations proves the anteriorly point at the quality on providing services for the management team to Dobrich.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
An aftermath is in the area of the provision of services being achieved From Consecutive intended Acts had happened. The periods to realizing the prime accomplishments are:
• 1997-98 to 2001 year - From building for a front road a local computer net until construction and striking a links for administrative servicing center for services and information with a automated information system for doing the services
• 2001 – 2004 year - Development and advancing the information systems for administrative servicing; Creation of registers and a archive of a electronic sort; Wholly restructuring as well reorganization of increase a computer net
• 2004-2006 year - Amplification and performance of online services, provided by the wholly updated a official site, in the township; Cooperation and negotiations with other administrations and realization On Desegregated (with another institution) Service; It develops as well system performance for rule of the property of standard ISO 9001: 2000 with a broadcast area The public organization services.

(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.
In Dobrich there is a Center of services and information with a face to the clients (informing, consulting, accepting charges and proposal, etc.). It has several tasks:
• E-mail control@dobrich.bg – for dispatch from the citizens and the clientele of signals on corruption or as well as another opinions, proposals or solicitations Regarding working of municipal administration.
• Providing information of a sufficiency of the law on access in public information
• electronic register on lips and written signals, solicitations, proposals from the citizens, as a concrete film advance on a inverse dealings. Cast to everybody signal It reply in writing, After check and processing in competent personnel
• Electronic controlling cards, upgrading with inspection the organization and holding the adoptive days with townsmen from a rule country-team
• Current examination of the customers and analyzing the solutions from them

One of the important management "Municipality for people" codes of behavior as profession on openness to the populace and committed to the issues of the citizens and the homegrown clientele says by the organized, exported, as well Lounges on the mayor. They carry themselves in the different business districts of township. Handiness to the mayor Detelina Nikolova and her team is being guaranteed so outside the work medium. During these games the mayor briefs the homegrown community directly with the initiatives of the authority, polls the people, discovers the businesses-needs, an activeness promotes civil and engagement is being facilitated at making government decisions as well in common interest.

Drive by the criteria Starting servicing municipality Dobrich provides information and consultations of its customer at regard of the administrative utilities on multifarious and numerous ways and sources: information boards of a paper wearer and an electronic board from the type of contact screen; Record foldouts (13 municipal services and leads types); Entire online information by the site to the municipality; Work “Information “ for consultations as well as in writing at request of the customers. The information fund is enriched with materials from another institutions as well, as a desk of the labor, a ministry of the labor and the social policy and others that update themselves periodically.

Fulfilling with inspection the needs of other categories of clients, integrated the township and it provides online services by the converted web page to the municipality for two years no longer, and they namely :
- A businesslike bottom-reference Follow On the movement in the correspondence of the client;
- Cutting the adoptive days of the mayor and the handbook;
- Passing proposal, signal;
- Passing signal on corruption;
- A claim form on entree to public information;
- Drawing design on application on administrative service.

Elect service is: concerting adverbial check for admitting claim of a possession of immovable places, on the Civil – procedural line-a legal code in which the citizens are being supplied with needed evidences for showing their claim of a possession on the passed a real estate before a notary on issuing a document for a possession. These documents are being received in the municipality in the older manner of execution of the service from three structural golf courses, in three different buildings (direction “a municipal possession” “Point taxes and fees”, “Civil registration and servicing the population”).

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
The precessions in the Municipality are clearly carried in the management programs of the Mayor. They pin themselves at municipal plan of development that is approved by the municipal council and determine the direction on development

Precessions in the municipal plan of development for 2006:
1. Bettering the infrastructure,
2. Bettering the investment climate
3. Increasing the employment and the quality of the work force
4. Transparent and effective government and stabilization of the social procedures in the municipality
5. preparation for joining the european union

purposes and measures of pursuance of precession of 4

purpose 4 Achieving better and more effective servicing

measure 1: Advancing the organization of rule and the work in the municipal administration

activitys:

a\ Induction of ISO – Standarts
b\ procuring a reliable pleading of information and documents

measure 2 Increasing inform of the citizens and the foil of work of the municipal administration

activities:

a\ Step by step realization of the undertaking for electronic government - document management system more electronic road and an electronic signature; Services perpetration-a more electronic road by the official website; Entrance to electronic bank payments for municipal services.
b/ Stable limelight and foil in the work of a municipal council for the information security as well
c/ Stable limelight and a transparency of the municipal administration work in the so called risky areas

The reported activities in the area on providing services only match the management priorities and targets.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
The main strategic documents for the municipality of Dobrich are municipal plan for development 2007 – 2013, the plan “Dobrich 2020” and the documents concerned the state administration accepted on a central level. Most important are:
Strategy for modernization of the public administration – from accession to integration
Conception for improvement of the administrative service in the context of principle “ One- stop-shop”
E-Government strategy
National anti-corruption strategy
The system for management the quality

Quality policy:

Satisfy the citizens needs and business requirements for qualitative and affable service by/ through competent information and consultationsq issue the documents in time, adequate measure for signals and suggestions to local community – in the conditions of transparent, effective and effective actions.

Quality purposes:

- optimization of the administrative process – adequacy, expedience, accountancy, reliability, competency, qualitty improvement, professional morality at the administrative service concerning to system investigation of the prerequisites of the customers
- non-admission of defaulting at regulation deadlines of pursuance of official correspondences the more administrative servicing of the citizens and the business.
- Forcible development of the information systems and performance of new technologies for management of the procedures of the databases as well, with inspection-providing prompt and timely, transparent, good and contained, modern administrative servicing
- Intensified analysis of signals and proposals, received in direct contacts with the homegrown community, and promoting the civil engagement
- Interdepartmental concurrence development and partnerships with the business and the civil society for better opportunities for facilitate, integrate, complexly service; Attract the investors interest by Streamlining the operating procedures.
- Bettering the conditions and the interaction in the municipal administration. The purpose is a full law enforcement of the normative basis for administrative service to physical and judicial faces;
- Education of the employees with goal-advancing the capacities and their skills their motivation of choice and ethical labor of persistent and measurable improvements of their work,
- Performance of the government documents for neutralization of the corruption, for development of the electronic government, starts civilizing as well reforms in the administration.
- Attraction to extra national and international programs line resources and funds and general efforts in all stake holders, promoting the administrative capacity and guaranteing the material and religious prosperity and the european shape of Dobrich.

(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
The citizens and the members of the business that want to save time, nerves can use the site on the municipality as a source of access to information. The number of the clients that use the site is being increased uninterruptedly. The web page make the municipality more accessible, and the work of the employees more transparent. The site is one of the assets for real counteraction and neutralization of the corruption automatization of the activities permits pursuance of the services at the determined a deadline and control on the municipal revenues. The made a database guaranteed good performance of the public services.

With using the integrated utilities of “one stop shop” principle the customers avoid the bureaucratic operating procedures, fall the spending on paper. The service does itself by exchange to document-a more electronic road, a instrumentality The ocular network of the state administration. It reduces the number of the contacts of the townsmen with the separate administrations, they reduce the opportunities for corruption practices to this as well.

All inovative practics; make an economic effectiveness - with investing In the qualification of the employees we reduce the outgos to materials and consumatives.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
Performing the integrated between the administrations services is one of the priority directions of operation for bettering the administrative servicing like whole for the state administration. They follow further a lot after the first steps organizational acts and settlements for multiplying for brokering further integrated services in pastime the node. Important normative prerequisites of this direction are Administratively the procedural legal code (2006) and a Decree on the general rules on the setup of the administrative servicin (2006).

The contemporary site on one administration beat to postdate one of the factors for deemphasizing the conditions on real neutralization as well of entire information as well, the site of municipality Dobrich satisfies successfully this mission. As being known, the progress in provision of electronic services is being measured in 4 degrees:
• Providing on-line information on the service
• One - way interaction
• Bidirectional interaction
• Wholly servicing on-line, inclusive delivery and a paying
Municipality Dobrich has reached the three degrees, in course of investigation as well is namely a technology for full implementation of further 15 services online with using a cosmopolitan electronic signature and running payments- as taking a step to electronic management.
A more bilingual municipal site is as well the work in move- adaptation of the site in english for emphasis on the clientele and the tramontane investors, the tourism is being developed.

The performance shows in the area of the administrative servicing the quality the ambitions on the management team for a steadiness and fixture for rule on a system. After the system performance followed documentation to the municipality, and each achieved level, each standard must as well be showed uninterruptedly of the quality and check at rule.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
First phase of development was qualified with major lack of fiscal meanses, of experience and road senses. The technology provision was done slowly on the processes with very big efforts and importunity as well. There were dearth on competent force in the area of informations of engineerings.
On professional trainings and exchange of attempt increasing the competence on the forces in the area to the information systems in changing dynamically attitude-a normative and administrative medium as well is being preferred.
In the different phases of exploitation there are obstacle with the degree of motivation of the staff as well, but getting experience, the management policy and the involvement have been always a motivational component of more further acts in contests.
Nothingnesses on the special legislation that electronic exchange executes and compels to interdepartmental cooperation as well of documents and now are some of the difficulties for development of integrated utilities.
By all the achievements the Municipality of Dobrich:
- Offers a modern and high quality administrative service delivery;
- Creates a stable communication mechanism and feedback from the customers;
- Improves the coordination between the units and administrative structures;
- Approves transparency and anti-corruption practices.

An important conclusion in the innovative process for the Municipality is the need to be always open to the customer and to meet their needs.

Contact Information

Institution Name:   Municipal Administration Dobrich
Institution Type:   Other  
Contact Person:   Detelina Nikolova
Title:   Mayor  
Telephone/ Fax:   +359058601203
Institution's / Project's Website:   +359058600166
E-mail:   dobrich@dobrich.bg  
Address:   12 Bulgaria Str.
Postal Code:   9300
City:   Dobrich
State/Province:   Dobrich
Country:   Bulgaria

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