Annual Report for the Public Administration 2004

■ To ensure in the process of defining the goals that they are realistic, high quality and time
bound and bound with the financial and technological resources available.
XII.2. Administrative service delivery
■ The charter is established as a reliable means for communicating the way for
administrative service delivery in the administrations.
■ The satisfaction of the consumers from the administrative services provided raises slowly
with the improvement of the opinion for the professionalism and the ethics in service delivery.
■ The lack of motivation for the employees, the imperfect internal organization and the lack
of systems for exchange of information internally and between the administrations continue to be for
the citizens a reason for the lower level of service quality.
■ The various interpretations of the Law for restriction of the administrative regulation and
of the administrative control of the economic activities, the different methods for action show that
there is no single methodological guidance both within the system of one ministry and for the overall
application of the Law. In this case, there is lack of regulation in respect of the authority responsible
for the implementation of the Law, respectively there is no legal delegation for the creation of the
organization for the implementation of the Law, which impedes the establishment of an unified
practice. Given the lack of such regulations it is difficult to establish appropriate administrative
capacity for the development of policies and the imposing of a single practice in the activities of the
administration.
■ The strategic planning of the policy for the improvement of the administrative service
delivery is improved but there is still lack of clear commitment at central level, supported by special
funds from the state budget for the realization of some initiatives.
■ The establishment of systems for feedback from the consumers and the employees
continues to be a problem for the administrations.
■ An unified practice and clear procedures for dealing with claims is lacking.
■ The Law for the local taxes and fees and the other laws which regulate the respective
fees is not applied uniformly in the municipal administrations and there is need for the development
of a single list of types of local fees.
■ The publicity is a principle in the work of the administration and serious efforts are made
for announcing the fees and prices established. However there is still much to be done in this
direction, as from a total of 462 administrative structures only 152 report that the grounds for and
the amount of the fees and prices are made public through the Internet.
■ The publicizing of the fees and the prices through Internet should be recommended as a
priority form including also in respect to its financial provision.
■ There is a positive tendency which is connected with the reduction in the number of
personnel in the respective municipal administrations and reduction of the costs including the costs
for salaries. This tendency should be supported with a recommendation for provision of the
necessary control in respect of the quality of the activities.
■ Knowledge management is such means contributing to the communication inside the
organization and sharing of the specific information which is useful just for these people just in this
moment.
■ Knowledge management is a business philosophy. It is a totality of principles, processes,
organizational structure and technological applications, which help people to share and enrich their
knowledge in order to achieve their business goals.
■ The establishment of a successful and functioning system for communication, sharing
and analysis of knowledge takes time, resources and efforts. The success could be guaranteed
when there is enough time for the development of the internal web-site and the participation of the
required technical experts. Another important thing concerns the perosns behind the web-site - the
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