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administrations were pointed out, as well as what was expected from the application of the standards results and the changes resulting from the implementation of the quality management system.

The first steps in this direction show that in order to start implementing the quality management system, a municipality has to give priority to the improvement of citizens’ servicing. There are many municipalities which are in a really bad condition or have other important problems, such as infrastructural and financial problems and thus the improvement in quality of citizens’ servicing is not a priority. The business and the citizens demand quality service which is fast, transparent and clear, without any protraction and attempts for making unregulated decisions. It is obvious that under the pressure of the citizens, business and the media and under the pressure of public expectations, the municipal administrations will be forced to improve substantially the quality of the administrative activity. A wonderful tool for that are the quality standards.

More than 20 municipalities in Bulgaria are currently certified according to the requirements of the international standard ISO 9001:2000 (among them attention deserve Bercovitsa, Veliko Tarnovo, Burgas, Ihtiman, Kardjali, Lukovit, Novi Pazar, Stara Zagora, Shumen, Sliven, Chepelare, Lovech, Yambol, etc.) and 10 more municipalities are in the process of pre-certification analysis of ISO implementation.

Shumen municipal administration has good experience in putting the stress on the Quality Management (ISO 9001:2000), Environmental Management (ISO 14001) and Occupational Health and Safety Management (ISO 18001:2000). The municipality applies them in the following areas:

Delegating government functions and accomplishment of local government reform connected with the administrative-legal and information servicing of physical and juridical persons;

Regional planning;

Urbanization and public services;

Financial and economic activities and property management;

Education, culture, health protection and social activities;

Sports and tourism development;

Defensive and mobilization alert;

Public order and safety protection.

The quality management system in Veliko Tarnovo regional administration is compliant with the requirements to the standards for Quality management ISO 9001:2000. The certification covers administrative servicing of physical persons and organizations, pursuing regional policy for local state management accomplishment and ensuring compliance between national and local interests.

Municipality Kardjali has kept up the international standard ISO 9001:2000 for more than two years. The municipality works according to the requirements of this standard which refers to the activity of the municipality, customer relations, as well as how to communicate with customers, how to give them the information without contradicting to other laws. Municipality Kardjali is the first municipality to offer e-services.

For region Lovech the standards that build up the management systems in the municipality administrations are particularly chosen to ensure Quality servicing of citizens (ISO 9001:2000), Environment protection (ISO 14001:2004), Information security management systems (ISO 27001:2005).

In Sliven municipality the certification according to the requirements of the standard ISO 9001:2000 involves local government reform, administrative-legal and information servicing of physical and juridical persons.

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