The municipality is the closest to the citizens public structure, which daily provides them with various services. Unfortunately, usually very complicated procedures, piles of documentation needed, and clumsiness of the ways the documents are being processed repels the citizens. If in most of the cases it is impossible for the procedure to be simplified, then, at least the citizens should receive careful service, consultant help, and useful information. Led by the ambition to create an open communication system, transparent, and friendly environment, the management of the Municipality of Razgrad organized two educating seminars for the officials of the municipality in the beginning of March, 2003. The topic of both seminars was Ethics in the administrative services . The idea for development of an Ethical code for the officials of the municipal administration arose in the process of work.

The pursuit of effective, fast, and quality service of citizens, as well as the desire to confirm the image of the municipality as an open and friendly structure turned to a priority for the management of the Municipality of Razgrad. In March 2003, there was a training course with a topic Ethics in the administrative services . That was a consecutive step in forming a new type of attitude towards citizens, using the municipal services. In the frames of two separate seminars, organized for officials at management positions and experts, the lecturers from Russe University Angel Kunchev taught different techniques of effective communication, ethical models, administrative culture, and style of interaction.

The participants in the seminars identified the most common reasons for conflicts among citizens and municipal officials, developed strategies to avoid conflicts, and various types of communication in conflict situations. The analysis of the inquiries that the participants fulfilled at the end of the seminars showed that for most of them the training courses were highly useful. In the process of work, it was the officials who pointed out the necessity of development and enforcement of an Ethical code for the municipal officials at the Municipality of Razgrad. In order to realize the idea, the municipal secretary, the municipal Public Relations expert, and the manager of the front office formed a work team. They developed a project of the codex, which was offered to all municipal employees for evaluation and suggestions. All rational proposals and opinions were considered in the final version of the codex that was enforced with Mayor s regulation.

The Ethical attitude codex for the officials of the municipal administration was structured in for four parts, each of which covered the rules of behavior in different areas as follows:

- interaction with citizens;

- professional attitude;

- interaction with colleagues;

- personal behavior.

All citizens were given access to inquiries regarding the quality of servicing received at the municipal offices. The inquiries are anonymous and represent a good opportunity for a feedback with citizens. The information from the inquiries will be used in the process of improvement of the service quality.

The adoption of an Ethical code for municipal officials contributed to the process of forming a new type of attitude towards citizens. It also improves the quality of provided services, increases the municipality public rating as an institution created to work in the interest of its citizens.