Background
Until the end of 1997 the municipal administration serves its citizens at various places and in a chaotic way. The unsatisfaction of the citizens grows up because of the often confusing or completely missing information about the services provided by the municipality. In the autumn of 1997, the idea for a Catalogue of Services is born and introduced in a joint plan prepared in partnership with Club "Social Development" on the "System for Refinement of Citizen Participation in Local Government" project. A joint public research is conducted in October, 1997. The research includes 153 people who have used the services of the administration on various occasions. After the analysis of citizens (un)satisfaction and their recommendations, the municipality is ready to prepare the Catalogue of Services provided by the municipality of Dobrich-town.

Practice
As a follow-up of the joint project with the "Social Development" Club and with the efforts of municipal experts from all departments and managing offices, the content of the Catalogue of Municipal Services is worked out. A general outline of the description of more than 100 services is provided. The outline is:
-- name of the service;
-- required documents;
-- place where the service is provided;
-- deadlines to execute the order (or the service);
-- price (if paid) and reasons for the price;
-- note (if additional explanations are necessary).
The Catalogue includes several divisions:
1. Services for citizen status (provided by the "Administrative and Legal Services for the Population" department);
2. Services by the "Cooperation with the economic entities and municipal business" department;
3. Services by the Head expert on "Healthcare" dept.;
4. Services by the "Trade and Price Control" department;
5. Services by "Privatization of State and Public Property" department;
a. "State and Public Property" section;
b. "Privatization and Restitution" section
6. Services by the "Territorial and District Structure, and Architecture" department;
7. Services by the "Housing" department.
In the beginning of 1998, the catalogues are left at several crucial places in the municipality building: at the gate, at the "Incoming - Outgoing Mail" office, at the "Reception" office, at the "Administrative and Legal Service of the Population" office. Leaflets with information about the most sought by the citizens of the municipality of Dobrich services are also disseminated.
The Catalogue is willingly used by both sides the citizens to ask for information and the municipal specialists to provide it for them. The observations of the municipality administration show that the Catalogue is most often used for information at the gate of the municipality building. That is why the municipality creates another opportunity for the citizens to access information it orders the production of six information boards which are installed on the I, III, and IV floors of the municipality building. The "pockets" of the boards hold informational leaflets about every service. The only thing the citizen has to do is stop by and read what he/she is interested in to learn what kind of documents are required by them, what are the deadlines for the completion of the services, who are the municipal specialists to serve them, exactly how much the citizen has to pay. Timely information about the work and the decisions of the Municipal Council is posted on the informational board on the first floor another opportunity for the citizens to get closer to the activities of their local parliament representatives.

Results
In February-March, 1999, the municipal administrative specialists conduct research on how satisfied the citizens are by the administrative services of the municipality. The research aims at determining the successfulness of the project. The analysis shows that approximately half of the interviewed people have used the information from the boards. However, two thirds of the interviewed prefer oral consulting and informing. The interviewed are satisfied by the municipal specialists from the "Reception-Information" office who also use the Catalogue.
Aiming at making the municipal services even more accessible, the municipality has produced 9 radio shows (in February-March, 1999) over the municipal radio station"Dobrich". Managers from different departments of the municipality take part in the shows. The presentation of the municipal services and work is accepted with interest and active participation by the citizens.