Innovative practices in Bulgaria
Sharing innovations for improving local self-government
Citizen Services Center - Rousse
Municipality of Rousse
Background
The idea for a Citizen Services Center originated from:
- the need for new methods and better quality of administrative services;
- the example given by the municipalities that have already implemented this idea;
- the willingness of the Foundation for Local Government Reform to support the development of strong local self-government and the implementation of innovative practices through the Danube River Initiative program of the FLGR and the USAID;
- the municipal administration s desire to do its work for the sake of citizens` needs and will.
The idea for a Citizen Services Center originated from:
- the need for new methods and better quality of administrative services;
- the example given by the municipalities that have already implemented this idea;
- the willingness of the Foundation for Local Government Reform to support the development of strong local self-government and the implementation of innovative practices through the Danube River Initiative program of the FLGR and the USAID;
- the municipal administration s desire to do its work for the sake of citizens` needs and will.
Practice
Preparation stage
- Defining the goals: the time and finances needed for the Municipality of Rousse to turn into an example for administrative service for the citizens.
- Research of the public opinion and needs.
- Determination of the strategy concentrating services and information close to the citizens, simplifying the procedure, separating the service-providing process and the operative work of municipal employees, introducing the pattern of professionalism, guarantee of positive attitude and polite servicing of the citizens.
- Taking the decision to participate in the Danube Initiative program, forming the project team, and developing the project.
- After nomination, developing of financial and technical plans for practical implementation.
- Announcing the bid for the project implementation and building the Center.
- Public promotion through the mass media.
- Selection and training of future employees.
- Exciting and impressive official opening.
Implementation stage
The actual building and equipping of the Center started in the beginning of summer 2000. Due to the distant location of the municipal structure sections, it was decided for the Center to be built on two sites in the central administrative building and in the building of the municipal administration technical services (branch office).
The Investment Fund of the Municipality of Rousse financed the architectural design and construction work. The Danube River Initiative Program of FLGR and USAID provided the technical equipment and technological know how for the Center. In the process of building the Center, the team paid special attention to publicising the idea with the active cooperation of mass media.
The Center was built in an elegant style, with modern and multi functional equipment. The information boards for the document forms brought especial vividness to the surrounding. Six differently colored brochures offer information about all kinds of services and the necessary documents. The location of each municipality administration office is marked.
Ideas for development
- Establishing communication between the center and the branch office and unified software and information environment the idea is in the process of realization.
- Expanding the number of services provided.
- Development and adoption of documentation-orientated system, which would replace the need of filling in forms by the citizens.
- Taking some of the services into the Center and providing them at the moment of request.
- Expanding the information offered with decisions and regulations of the Municipal Council, business, tourist, and legislative information.
Preparation stage
- Defining the goals: the time and finances needed for the Municipality of Rousse to turn into an example for administrative service for the citizens.
- Research of the public opinion and needs.
- Determination of the strategy concentrating services and information close to the citizens, simplifying the procedure, separating the service-providing process and the operative work of municipal employees, introducing the pattern of professionalism, guarantee of positive attitude and polite servicing of the citizens.
- Taking the decision to participate in the Danube Initiative program, forming the project team, and developing the project.
- After nomination, developing of financial and technical plans for practical implementation.
- Announcing the bid for the project implementation and building the Center.
- Public promotion through the mass media.
- Selection and training of future employees.
- Exciting and impressive official opening.
Implementation stage
The actual building and equipping of the Center started in the beginning of summer 2000. Due to the distant location of the municipal structure sections, it was decided for the Center to be built on two sites in the central administrative building and in the building of the municipal administration technical services (branch office).
The Investment Fund of the Municipality of Rousse financed the architectural design and construction work. The Danube River Initiative Program of FLGR and USAID provided the technical equipment and technological know how for the Center. In the process of building the Center, the team paid special attention to publicising the idea with the active cooperation of mass media.
The Center was built in an elegant style, with modern and multi functional equipment. The information boards for the document forms brought especial vividness to the surrounding. Six differently colored brochures offer information about all kinds of services and the necessary documents. The location of each municipality administration office is marked.
Ideas for development
- Establishing communication between the center and the branch office and unified software and information environment the idea is in the process of realization.
- Expanding the number of services provided.
- Development and adoption of documentation-orientated system, which would replace the need of filling in forms by the citizens.
- Taking some of the services into the Center and providing them at the moment of request.
- Expanding the information offered with decisions and regulations of the Municipal Council, business, tourist, and legislative information.
Results
The Citizen Services Center of the Municipality of Rousse has been working with citizens since November 5, 2000. The misgivings that it would be not able to respond to all citizens` requirements (200 per day average) turned out unreasonable. The Center has been functioning extremely well with easier service providing procedure and excellent coordination with the rest of the municipality departments.
The Center in Rousse for the first time combined the activities of the Municipal and Regional Administration. The Regional Administration has been given two work stations at the center for the clerk s office and information, which practically fulfill the work requirements for government administration of Rousse.
The Citizen Services Center of the Municipality of Rousse has been working with citizens since November 5, 2000. The misgivings that it would be not able to respond to all citizens` requirements (200 per day average) turned out unreasonable. The Center has been functioning extremely well with easier service providing procedure and excellent coordination with the rest of the municipality departments.
The Center in Rousse for the first time combined the activities of the Municipal and Regional Administration. The Regional Administration has been given two work stations at the center for the clerk s office and information, which practically fulfill the work requirements for government administration of Rousse.
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