Paper/Speech Details of Conference Program for the 17th NISPAcee Annual Conference Program Overview IV. Working Group on PA Reform in CEE&CA Author(s) Svetla Mihaleva Varna Free University "Chernorizets Hrabar" Varna Bulgaria Title Quality management systems - a new instrument for the development of Bulgarian administrative reform File Paper files are available only for conference participants, please login first. Presenter Abstract This paper is focused on the opportunities for transfer of innovations from the administrations of leading European countries to the Bulgarian administrative system. More particularly it is concerned with the adaptation of well known administrative activity quality management systems such as CAF, EFQM and modifications of ISO by taking into account the specific features of the administrative reform process in Bulgaria. The topicality of the considered issues is determined by the fact that the issue of improvement of the quality of administrative activities stands out as a universal trend in the modernization of administration and is a crucial condition for the qualitative improvement of administrative services and the public services provided to citizens, business organizations and non-governmental organizations. Alongside, the report has demonstrated that the systematic quality management of administrative activities guarantees a more professional support for the implementation of the powers of the relevant central and territorial bodies of the state government which are aided by the administration. Effective quality management systems of administrative activities, based on the process approach, lead to distinct improvement of the internal organization of the activities of administrative units as well as coordination and interaction between different administrative structures. The report summarizes the results of the critical analysis of Bulgarian practices introduced in the last 2-3 years at regional (district and municipal) administrative level and at sector levels (eg National Revenue Agency and its territorial units). This analysis shows that still few administrative structures use the capabilities of quality management systems. The barriers to the effective introduction of these systems into the administrative practice, the occurrence of bottlenecks as well as the preconditions for improvement of the quality management of administrative activities as an important condition for the further development of Bulgarian administrative reform under the conditions of Bulgarian EU membership are considered from this perspective. The conclusions and recommendations are structured in the context of best practices and are reported at various regional forums dedicated to the theoretical and applied issues of the implementation of this administrative reform tool which is new for the Bulgarian administrative system. The integration of Bulgaria to the European administrative space requires introduction of European quality standards into all administrations, providing public services, so as to ensure the quality of administrative services. This supposes creative adaptation of the opportunities provided by the implementation of quality management systems and establishment of a mechanism to coordinate the policy for management of the quality of administrative activities in Bulgaria.
