Practice:Regional administration Pazardzhik
DescriptionDescription of practiceIn the context of the systemic and holistic approach to improvement, the conducted CAF 2013 self-assessment exercise demonstrated the importance of strategic and operational planning and management of execution. With respect to the cause-effect links, it has proven to be important for the improvement of the levels of motivation, participation and satisfaction of the employees of the organization, as well as for raising the level of interest of the citizens, the beneficiaries of its services and their communities in increasing the quality of service.
Regional Administration Pazardzhik supports the Governor of the Pazardzhik Region in the execution of his duties in terms of the co-ordination and control of the executive power organs and local authorities of the 12 municipalities belonging to the region, and of over 20 territorial units of the central administration of the executive power. The same applies to his responsibilities in relation to the management of regional development, the protection of the general public in cases of natural disasters or emergencies and the public order and security. The Pazardzhik Region boasts a population of 263 630 people across 117 residential areas and a territory of 4457 km2. The total number of workers employed at Regional administration Pazardzhik is 30 people. In the period between 2006 and 2007, Regional Administration Pazardzhik independently took the initiative of integrating and implementing the integrated system for management CAF 2006 – BSc, which included the following elements: the TQM model for organisational excellence in public administration units CAF 2006 as well as the system for strategic management Balanced Scorecard. This initiative is a testament to the determination of this organisation to respond to the raised standards and expectations of the general public with respect to the quality of its execution in the context of Bulgaria’s membership in the European Union since 1st January 2007. This practice was presented during the CAF annual meeting in Lisbon in October 2007 and was met with great interest due to the integral character of our management system. In 2008, with the co-operation of the Ministry of State Administration and Administrative Reform, our practice was inspected by the CAF and EFQM experts from Italy, who gave us invaluable advice with regards to its improvement. In 2008, during the Fifth European Conference on Quality Management in the Public Sphere 5QC in Paris, the practice was discussed with the participants who specialised in CAF and EFQM. In 2008, an Integrated Quality Management and Information Security System (IQMIS) was created and integrated in accordance with the BDS EN ISO 9001:2000 and the BDS EN ISO 27001:2005 and in compliance with the requirements of the Electronic Management Statute as well as all the acts related to its application. The IQMIS System was also certified in respect of its compatibility with the ISO 9001:2008 standard.
Innovative approachesInnovative approaches of the practiceTen years later the organisation finds itself in need of a fresh impetus toward improving its performance, which would utilise the experience accumulated so far as well as the mature understanding of the due quality of administrative service, in order to be able to respond to the new normative demands for a systemic approach in total quality management. In compliance with the TQM principles in the public sphere and the best European practices and in co-operation with the Institute for Public Administration, Public Administration Pazardzhik participates in the realisation of Project BG05SFOP001-2.002-0001 “Implementation of the Common Assessment Framework (CAF) in the Administrations”, realised with the financial support of Operative programme “Good management”, jointly funded by the European Union through the European Social Fund, in order to ensure continuous all-encompassing improvement and a high rate of administrative activity in the public sphere. The project is part of the Strategy for the Development of the Public Administration 2014 – 2020, which puts a particular emphasis on the implementation of CAF by 2020. In the period between March and September 2007, Public Administration Pazardzhik carried out the preparation and the execution of the self-assessment procedure and the plan for improvement, which has been set into motion since 1st September 2017.
In addition, one of the aims was to assess the degree of organisational development as well as the organisational culture that has been fostered in Regional Administration Pazardzhik during the last decade.
Results and outcomesResults and outcomes of the CAF implementationAs part of the assessment for the contributing factors, it was ascertained that the organisation is in need of improvement with regards to the manner, in which it plans and manages the strategic execution of its aims. This stagnation halts the progress of the rest of the contributing factors for good execution, depriving them of a common strategic framework and strategic alignment.
In seven out of eight sub-criteria in the results category the organisation has demonstrated a tendency towards improvement with respect to the achievement of the majority of the set goals and tasks. It is only in relation to the results regarding the people that the trend reaches a plateau and only some of the set goals are achieved. This necessitated the introduction of a survey, as part of the self-assessment procedure and as a matter of initiative by the Self-Assessment Group, which was designed to measure the degree of satisfaction and motivation of the employees within the organisation. This new compelling evidence regarding the perception of the organisation held by its employees stands as confirmation and reinforcement of the assessment, submitted by the Self-Assessment Group. Furthermore, the results from the periodic surveys completed by the beneficiaries to administrative services on the matter of customer satisfaction were also inspected.
Further informationFurther information of the practiceThis is an application form for a Good Practice Case for the 8th European CAF-User Event.
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|CountryCountry of the practice||Bulgaria|
|CityCity, town or village||Pazardzhik|
|Type of organisationType of organisation||Local or regional administration|
|Function of organisationFunction of organisation||General public services|
|Size of organisationSize of organisation|
|Level of governmentLevel of government||Regional Government|
|OrganisationName of Organisation||Regional administration Pazardzhik|
|DepartmentDepartment of the organisation|
|AddressAddress of the organisation||2 Ekzarh Yosif str.The following coordinate was not recognized: Geocoding failed.|
|ZIPZIP code (postal code)||4400|
|CityCity, town or village||Pazardzhik|
|WebsiteLink to the Website of the Organisation||www.pz.government.bg|
|EmailEmail of Organisationfirstname.lastname@example.org|
|PersonName of contact person||Stefan Mirev|
|Job titleJob title of the contact person||Governor|