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Better administrative service through electronic government

From EPSA - European Public Sector Award

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The main activity of the Municipality of Stara Zagora is providing administrative services to citizens and businesses. One of the problems for the administration is effectively implementing the requirements of the Electronic Management Act and the related regulations. The most important issue is the implementation of the requirements for gathering and providing data through official channels by different administrations, through internal electronic administrative services, aimed at improving the public service and reducing the administrative burden for business. The objective is to completely reengineer the internal administrative work processes of the Municipality. The project is aimed at transforming the internal and external connections in the public sector through networkbased applications, information and communication technologies, in view of providing administrative services, carrying out administrative activities and increasing citizens’ participation in governance. The new IT solution provided by this project is an integrated system for public services provision. eAdministration covers all processes of the administrative services provision. The system covers: Request for administrative services via multiple channels; Payment for the administrative services: customers are given the opportunity to choose the most convenient payment for them; Internal administrative processes on provision of administrative services: models of the service providing processes are built with their phases, documents, persons in charge and deadlines; Process of results provision of administrative services: the system provides an opportunity for customers to indicate how they prefer to receive the result of the required administrative service.The integration function of the system plays a key role in the project. Integration has been carried out with many internal and external systems for the Municipality. The integrated internal systems are USCRASP, Local Taxes and Fees, and the external systems are Bulstat (Commercial Register, egov.bg integrated portal for access to electronic administrative services, the integrated medium for exchange of electronic documents and the systems of electronic payment operators - ePay.bg (including еPayVoice, ePayGSM) and eBG.bg.

The implementation of the system has contributed to improved efficiency, better accessibility and more flexibility and has led the Municipality administration to make a number of radical changes aimed at improving customer convenience. Concepts such as business model, technological solutions, performance, product, place, time and innovation were profoundly reconsidered. Consequently, the administration made a transition from what is offered by the administration to what customers want; from fragmented proprietary systems to integrated open solutions independent from proprietary technologies; from focusing on activities to achieving results; from paper to electronic documents and delivery; from a limited range of physical locations to the choice of suitable channel for service request and delivery; from limited working time to providing the administrative service to 24/7/365 through internet self-service; and from reactive focus on technical tools to proactive management of the service lifecycle. The system is scalable and allows flexible reengineering and workflow modelling of service provision business processes. Its service-bus based architecture provides ready-made integration with important systems of electronic management, allowing for unlimited means to building integration with other systems if necessary. Essentially, the system is a flexible open platform and can be applied to a random administration.

Award info
Award category: smart public service delivery
Award type: submission
Award year: 2011
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: eGovernment
Short English description: The implementation of the system has contributed to improved efficiency, better accessibility and more flexibility and has led the Municipality administration to make a number of radical changes aimed at improving customer convenience.
Further information
Organisation: Municipality of Stara Zagora
Other applicants:
Homepage:
Level of government: local level
Size of organisation: >100
Number of people involved: >15
Country: Bulgaria
EU membership: EU member
Language code: en
Start date:
End date:
,


Better administrative service through electronic government (42.416401, 25.6292319)
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