Best practice Cases of the 4th Quality Conference for Public Administration in the EU
System for self-assessment of the administrative service delivery - quality management system
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Country: |
Bulgaria |
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Organisation: |
Minisrty of State Administration and Administrative Reform |
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www homepage: |
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Contact person: |
Lilia Ivanova |
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Address: |
1, Dondukov Blvd., 1594 Sofia, Bulgaria |
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E-mail: |
L.Ivanova@government.bg |
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Phone: |
+3592 9402112 |
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Fax: |
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Level: |
State |
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Sector: |
General administration |
Short description of the case:
A new form for reporting and self-assessment of the administrative service delivery has been developed within the framework of the Programme for improving of the administrative service delivery. Its aim is the harmonization with the methods used by the public sector in the European Union. The self-assessment system of the administrative service delivery is an Internet-based system, accessible for the individual administrations, for assessing the quality of the services, and for measuring the results from the administrative service delivery. Analysis of the process of administrative service delivery is made using the self-assessment system, and the respective conclusions and recommendations for improving the administrative services are formulated. The System contributes to the introduction of a mechanism for a comparative analysis of the individual administrations and to the encouragement of the good practices.
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
measurement; self-assessment; monitoring; e-government; front office services; back office functions
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)