Background

The Municipality of Silistra offers citizens about 100 types of services, which by 1996 had been provided without using modern technology. The need to ensure efficient and high quality services regarding social status required the development of Intranet connection with the Citizen Registration and Administrative Services database and installing computer facilities for 6 work stations. In 1997 Intranet was expanded to cover accounting operations. To reduce the time for service provision a new set of 8 computerized work stations started operation in 1998 and to continue system improvements, 10 new computers were purchased in 1999. After the 1999 local elections, the newly formed local government team introduced a new style of work, aiming towards a change in attitude towards citizens. They are being viewed not only as tax payers but also as municipal clients who deserve correct and polite treatment.

Practice

The Citizen Services Center at the Minicipality of Silistra has been developed in the framework of the Danube River Initiative Program implemented by the Foundation for Local Government Reform and the United States Agency for International Development.

Municipal authorities created a plan for Assessment of Community Needs aiming to obtain citizen s views for setting up of a citizen services center. A Working Group was formed responsible for processing citizen needs regarding administrative services and preparing a project overcoming the current problems.

An information and education campaign was planned and conducted through the local media to familiarize citizens with the operation of already established citizen service centers in other Bulgarian cities. A discussion was held with municipal officials, entitled The Municipality image and identity. Citizens - clients and tax payers.

On concluding the information campaign a survey was conducted among citizens who visited the municipal administration in the second part of January 2001. The analysis of responses received shows clearly that citizens see the weaknesses of municipal administration in the impolite servicing, waste of time due to the necessary door to door tour of the municipal building and the long lasting service procedures. Citizens think that focusing services to a single point of the building and the implementation of higher technology for completing citizens requests will simultaneously improve their attitude towards local government.

The Working Group discussed and analyzed the achievements of the Municipality of Silistra to that date in connection with improving the provision of citizen services. Interviews with municipal officials were conducted aiming to collect information about the technological process and the links between various departments in fulfilling typical requests. A catalogue of municipal services was developed, which served as the basis for the preliminary project research regarding the type and number of work stations at the Center. A concept was developed for the Center s construction within the municipality lounge. Local firms were attracted as partners in designing the mobile equipment and wiring of the building, and creating a visual communications project.

The Citizen Services Center was officially opened on 3 November 2000 in the presence of Ms. Debra Macfarland, USAID Country Director for Bulgaria. To date over 1 200 administrative and technical services have been delivered at the Center, the total number of document flow amounting to 5 000.

Results
The building up of Silistra Municipality image as an open and friendly institution has become a priority for Silistra municipal programs. The setting up of the Citizen Service Center has achieved:
- Fast and efficient access to all municipality services;
- Reduction of time needed for the service delivery and increase of service quality;
- Independence of administrative services of the official s personality and prevention of corrupt practices;
- Direct citizen control over service delivery;
- Improved image of the municipal administration;
- Change in citizens attitude towards local authorities.