FLGR INITIATIVES FOR IMPROVING ADMINISTRATIVE SERVICE DELIVERY ON LOCAL LEVEL
Over the last few years a number of Bulgarian municipalities initiated the establishment of customer service and information centers, which corresponded to the continuous growing need of high-quality administrative service delivery and application of contemporary management approaches and technologies, as well as to the necessity of increased transparency within municipal administration. The centers provide a good base for up-to-date administrative service delivery with a special focus on the information tools: provision of all information about administrative service procedures, provision of competent consultations. Within some of the centers particular information service is provided, focused on the start-up businesses. The entrepreneur s assistance desk is designed to provide information regarding procedures for starting and operating small and medium business.
FINANCIAL AND TECHNICAL ASSISTANCE PROVIDED TO MUNICIPALITIES FOR ESTABLISHING CUSTOMER SERVICE AND INFORMATION CENTERS
FLGR plays one of the leading roles in the field of local government concerning implementation of high-quality administrative service methods on local level. FLGR provided on-going expert support for 45 out of 75 functioning customer service and information centers in Bulgaria.
These programs have been successful due to the joint hard work of the teams of experts from the municipalities and FLGR and the professional assistance of the Innovation Practices in Local Government Team.
CONSULTIONS FOR ESTABLISHING CUSTOMER SERVICE AND INFORMATION CENTERS
FLGR provides consulting and methodological assistance to Bulgarian municipalities that have demonstrated readiness and high motivation to establish customer-service centers with their own resources. With the help of experts FLGR and Innovation Practices in Local Government Team assist the designing of projects for customer-service centers, working together with the municipal experts and partners.
FLGR A RESOURCE CENTER
FLGR develops its information channels in regard to the administrative maintenance of the website www.flgr.bg. Series of administrative documents, application forms and information materials are published.
EXCHANGE OF INFORMATION AND BEST PRACTICES
In cooperation with the regional associations of municipalities FLGR organizes regional workshops, at which representatives of all municipal customer-service centers take part. Topical issues in regard to administrative service delivery are discussed.
INNOVATIVE INITIATIVES
FLGR experts participated in the implementation of Gabrovo E-Region Project in 2003. As a result of the project, 4 municipalities - Gabrovo, Sevlievo, Tryavna and Dryanovo were virtually connected through Internet with the regional government administration for exchange of data and information.
In the beginning of 2004 two Bulgarian municipalities initiated pilot projects, aiming to facilitate delivery of administrative services, which are subject of license regulation. The technological process of providing administrative services to business was analyzed. A mechanism for on-line and official communication between administrative institutions will be initiated. Administrative sections and departments like the Territorial Tax Department, the Regional Environment Inspectorate, the Sanitation and Epidemic Institute etc. could provide and exchange necessary information and documents. The project is implemented by FLGR with the financial support of USAID. The expected result is multiplication of best practices within the initial project phase by providing financial support of several other projects.
Sofia, 2005
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