Annual Report for the Public Administration 2004

II.
Administrative service delivery
The improvement of the administrative service delivery as a strategic goal of the
administrative reform acquires more and more clear dimensions in the actions undertaken by the
different administrations and structures to improve the quality of the services provided. The
initiatives are activated and the quality indicators for the administrative service delivery are raised,
even though as a whole the public does not think there is a serious leap in this direction.
Considering the development processes of this policy on an European scale it could be stated that
this is natural reaction because the change in attitudes on the part both of the administration and
the service users is slow to be realized in the course of tens of years. The legal and organizational
changes in the administrative service delivery are also accompanied by changes in the minds and
perceptions, for which persistency and patience are required.
The understanding for the administrative service delivery as a policy of complex character is
of key importance for achieving efficient results. For most chief executives the introduction of
service delivery on the “one-stop shop” principle is a basic common strategic goal, but not the only
goal. High quality services cannot be provided using imperfect procedures. The main reason for the
hard to understand procedures for the consumers in many cases is in the imperfect normative
framework. That is why the improvement of the legislation in force has to be considered as a
measure which will have an indirect effect on the service users. In line with this, the integration and
the information flows, the improvement of the business environment and the e-Government are
parallel policies, which in accordance with the Concept for improvement of the administrative
services in the context of the “one-stop shop” principle (CoM Decision № 878/2002), should be
developed in order that the administrative services to be improved.
In view of the necessity to deepen the changes in the administrative service delivery, the
information presented by the administrations for the past year 2004 is considered both in its
traditional aspect – establishing the level of development of the different administrations in view of
improvement of the administrative services, as well as with an emphasis on the application of some
new policies, for example the application of the Law for restriction of the administrative regulation
and of the administrative control on the economic activities, the use of mechanisms for assessment
of the impact of the normative acts, the introduction of innovative approaches in the organization of
the administrative service delivery, the culture of policy planning, improvement of administrative
service delivery, processing claims, etc.
II.1.
Level of development of the organization of administrative service delivery
Through the Internet-based system for self-assessment of the administrative service delivery
for the year 2004 complete information has been presented by a number of administrative
structures. In 2004, 304 administrative structures have entered information in the self-assessment
system for the administrative service delivery (88 administrations at central level, 25 regional
administrations, 191 municipal administrations and administrations of municipal regions). Compared
to 2003 the percentage of the administrative structures at central level that have presented their
report through the self-assessment system had been reduced considerably. It is for a first time that
for the year 2004 the municipal region administrations have presented information.
In accordance with the data presented, 71% of the structures at central level provide
administrative services through one point of access. The majority of the regional and municipal
administrations also have made available one point of access to the services, including the
provision of active consultations and direction of the consumers and there is a constant tendency
for this practice to be improved. The organizational principle for the delivery of administrative
services at one point of access has been adopted by 100% of the regional administrations.
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2004 Annual Report for the Public Administration