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Out of 48 concrete improvement suggestions 19 were included in the Operative annual plan for 2008, 8 are marked for 2009 and 3 were rejected.

The evaluation process at the NRA was realized with the support of foreign consultants. As a result of the survey from CAF application and based on their long term experience of applying different methods for quality management in both private and public sectors in a number of European countries the consultants gave the following suggestion: further self-assessment to be done through passing from the CAF model to the application of the Excellence Model of the European Foundation in Quality Management (EFQM).

The EFQM Excellence Model receives special attention and interest by NRA/GTD’s senior officials in view of the complex task and the integration between GTD (General Tax Directorate), NRA (National Revenue Agency) and part of NSSI (National Social Security Institute). An agreement to apply the EFQM’s approach from June 2006 onwards was reached. At the same time the method is not well known in the administration and its direct application would lead to too formal attitude. The pilot use of this method in Silistra Tax Directorate enabled senior officials to find out what the attitude of the people towards the method and its tools is, to see the real roles in the process of its application, the parts that need to be adapted to stand out. All this will facilitate the application of the method in the entire structure of NRA.

The results analysis of the pilot application of the EFQM Excellence Model makes the consultants point out that the use of the full package of the Excellence Model ensures maximum chance for success and employee engagement because of some key arguments:


Much more clear methodology assessment;


Much wider opportunities to assess the achievements and compare the processes and the results;


Greater opportunity for the inside appraisers to become acquainted with the other sectors’ practices;


The adaptation of the EFQM Excellence Model generates additional material for inside study and maintenance;


A chance for direct transfer of data from the inside assessment in the formats used by the National and European award and recognition programs.

In addition, according to the consultants, CAF is accepted as a starting point for an organization which wants to make some improvements regarding the quality of its activities since it sets the general language and introduces the main perfection concepts. With the use of CAF the self-assessment is less strict than it is with the EFQM Excellence Model and many organizations discover that after they have used CAF for a short time (1-2 years) the lack of precision hinders the development and progress of improvements. Because of that on a later stage many of them start using the EFQM Excellence Model and apply the levels of the EFQM Excellence program. If the EFQM Excellence Model is introduced at the beginning such a transition will not be necessary and there will be a steady precision in the assessment process, mostly with the results tracing and thence the improvement of the entire organization.

On the basis of the conclusions and suggestions made by the foreign consultants of the NRA and in accomplishment of the set purposes in the operational plan for 2008 the following activities were fulfilled to the present:

In three of the NRA’s structures (Directorate ‘Complaints and Realization Management’ - Plovdiv, Territorial Tax Directorate of NRA – Plovdiv and Territorial Tax Directorate of NRA - Smolyan) in the period April – May information was gathered on each of the criteria of the Model by the respective specialists responsible for the criteria and in the period June – July the self-assessment was accomplished by the application of the EFQM Excellence

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