Ministry of State Administration and Administrative Reform, Republic of Bulgaria 18 February 2008 Brdo, Slovenia 18 February 2008 Brdo, Slovenia Contribution of the administrative reform to the Lisbon Strategy

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 2 The National Reform Programme ( )  Drafted in 2006  Based on the Lisbon Strategy objectives  Conformable to the national specificities and goals  Widely discussed with the Public Institutions, Business organisations and NGOs  Approved by the CoM in March 2007  Monitored by the Agency for Economic Analysis and Forecasting to the Ministry of Finance

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 3 Main priorities of the NRP  Improving administrative capacity – horizontal priority  Maintaining macroeconomic stability  Modernisation and development of infrastructure  Improving the business environment  Improving the quality of human capital and activating labour supply

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 4 Improving administrative capacity

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 5 Measures for improving the administrative capacity  Measures in the HRM area: Improvements of the legislative framework – Law on the Administration, Civil Servants Law, etc. Adoption of strategic documents – Strategy for Human Resources Management in the State Administration (2007 – 2013), Strategy for Training the Employees of the Administration  Improvements focus – lowering the turnover of senior staff, raising the independence of the civil service, performance-based pay, career development schemes, improved qualifications and skills

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 6 Measures for improving the administrative capacity  Measures in the e-Governance area: Improvements of the legislative framework – Law on e-Trade, Law on e-Governance, Law on e-Document and e-Signature, Bulgarian National Framework for Interoperability, etc. Adoption of strategic documents – e-Governance Strategy and Road Map for it’s Implementation  Improvements focus – improved access to the services and information, better communication among the administrations, improved quality of the services, more efficient administration

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 7 Measures for improving the administrative capacity  Measures for transparency and integrity in the PA: Improvements of the legislative framework – Code of conduct for the employees in the SA, Code of ethics for high-level officials, Standards for administrative ethics Adoption of strategic documents – Strategy for Transparent Governance and Prevention and Countering of Corruption  Improvements focus – Increase of the public trust in the institutions and the rule of law, creation of citizens- and business- oriented SA, enhanced cooperation with NGOs, businesses and media

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 8 Measures for improving the administrative capacity  Measures for optimisation of the PA: Functional analyses of the administrative structures  Improvements focus: Avoiding overlapping structures and functions Merging structures, where appropriate Achieving a not necessarily larger, but better organised, effective and politically neutral administration Improving the coordination within the administration

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 9 Measures for improving the administrative capacity  Measures for improving the quality of the administrative services: Improvements of the legislative framework – Administrative Procedures Code, Law on Ombudsman, Ordinance for the general rules for organisation of the administrative service delivery, Ordinance for the Administrative Register, etc. Strategic documents – Strategic Framework for improvement of the quality in the public sector, Methodology for Customer Satisfaction Measurement, Methodology for PPP, etc.  Improvements focus – better quality in the public sector, increased customer satisfaction, efficiency and effectiveness

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 10  Improving the service delivery in the least developed municipalities – 60 municipalities  List of unified denominations of the administrative services  Provision of e-signatures and technical equipment for the SA  Development of e-Government integrated system and Pilot integrated systems of e-Region  Integrated System “Non-paper council meeting of the municipal council and electronic voting”  Trainings (ICT, languages, specialised trainings) Some projects in the PA area

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 11 Administrative Register Development of a new web-based Administrative Register (2006 – 2007)  Free access to the database  Information about: The administrative structures and their managing bodies The regulatory regimes The administrative services The vacancies in the SA The announcements for competitive procedures in the SA The Committees and the Councils under the executive power

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 12 Quality Improvement Projects Queue Management Systems (2007 – 2008)  Pilot implementation in 39 administrations – National Revenue Agency and Ministry of Interior (“Identity documents” Departments and Traffic Police offices)  Main goals: Reduction of the waiting time Better organisation of the service delivery process Reduction of conflict situations Basis for better performance appraisal

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 13 Quality Improvement Projects Promotion of systems, instruments and good practices for quality management in the PA (2008)  Introduction of ISO in up to 100 administrations  Training of experts for further application of TQM tools  Development of web-site for quality management  Development of criteria and methodology for quality rating of the administrations  Sharing good practices at national and European level  Main goals: improved efficiency and effectiveness in the PA, improved quality of the services, increased customers’ satisfaction

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 14  Number of legislative and strategic documents adopted/amended  Number of administrations providing services at one- stop-shop  Number of administrations using Quality Management Systems and tools for Quality Improvement  Number of the administrations with Client Charters  Waiting time and channels for administrative service delivery and information, etc. Indicators for measuring the achievements

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 15  Annual Report on the State of the Administration  Self-assessment System of the Administrative Service Delivery  Inspections  NGOs and Business organisations  Surveys  Projects – Secret Client Sources of Information and Verification

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 16 Facts and figures: One-stop shop Source: MSAAR

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 17 Facts and figures: Client Charters Source: MSAAR

Ministry of State Administration and Administrative Reform, Republic of Bulgaria 18 Thank you for your attention! Marieta Todorova Thank you for your attention! Marieta Todorova