Administrative and technical customer servicing within the one-stop shop scheme has been introduced in the already established Front Office of Razgrad Municipality. Documents for 170 administrative services are submitted and charges for the respective services collected at the same place . Since the beginning of 2003 express services within 24 hours have also been introduced .

Lead by its efforts towards effective, quick and quality customer services the municipal managerial body has been improving the activities of the established in 2001 Front Office by introducing services under the one-stop-shop scheme . Six universal and independent jobs were created, each of them submitting documents referring to 170 services delivered at the office and concerning the work of almost all departments and units within the municipality. Electronic samples of all forms are filled up through the information system. Citizens are acquainted with the contents of the documents and if no objections they manually sign the printed hard copies. By this action starts the process of implementing a given service . The correspondence within all ordered by citizens services are formally processed. The registered service order within the information system is usually put pending for the respective reaction of the officials in the relevant unit of the Back Office. Within the standard deadlines actions will usually follow up on a given case . After the assessment of the official person, that there are no obstacles for the service implementation, the latter will be delivered. An electronic order on the service should be performed . Necessary documents, which automatically receive their unique outgoing number, are prepared. The status of the correspondence from pending transforms into a processed one, including the process of service implementation. The result documents are submitted to the citizen at the Front Office .

All cash documents for paid services are automatically filled in and issued, thus replacing the old traditional charge stamps and are already approved by the Regional Taxation Department . A module on automation issuing of all bank transfers within the budget and regarding the servicing bank , regarding all contractual parties of the municipality .

The technological solution is a heterogenic LAN , using the platform of systems like Windows 2000 Server, Novell Netware and Linux . The web - based intranet information system is based on DBMS / Data Base Management System / Oracle 8 i . The interface which establishes the connection with the data is established through ASP ( Active Server Page ) screen forms , which are visualized through the Web browser Internet Explorer of the workstations in the Front and Back Office. The orders within the database are performed through SQL ( Structure Query Language ).
Next step in the process of improving administrative services is launching in April 2004 the Entrepreneur Office . It will provide support to representatives of business through delivery of information and consulting their initiatives . The companies will have the opportunity to receive information on the location , way and means to establish contacts with all institutions , related with their activities, as well as the terms and open procedures to apply for EU, World Bank, PHARE and other projects . After establishing the Regional Information System in Razgrad , which will connect all local and regional institutions and public utility companies , business representatives will receive a set of services in relation with their field of activities .

- New organization and archiving of documents and data and connection between them ;
- Openness for complementing and development ;

- Optimized process of service delivery ;

- Clear rules and accurate regulations and coordination among all units and departments ;

- Quick and effective work 95% of the cases the service is delivered before the preliminarily defined deadlines ;

- increasing transparency in the work of the administration ;

- Eliminating opportunities for corruption practices ;

- The role of the bias factor decreased in the process of service delivery ;

- Spared time of the officials in the Back Office to perform expert, methodological and control activities.