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Improve the Accessibility and Quality of Public Services by Employing e-Government Tools (BG0042)



Action Plan: Bulgaria National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive


Lead Institution: National Revenue Agency

Support Institution(s): Ministry of Finance

Policy Areas

E-Government, Tax

IRM Review

IRM Report: Bulgaria End-of-Term Report 2016-2018, Bulgaria Mid-Term Report 2016-2018

Starred: No

Early Results: Did Not Change

Design i

Verifiable: No

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i



The Bulgarian government will improve the accessibility and quality of public services by employing e-government tools ; Improving the existing and developing new e-services for the National Revenue Agency Status quo/Problem addressed: At present the National Revenue Agency (NRA) is the agency providing the greatest number of e-services, but for some services the taxpayers still have to visit the respective tax office which is time-consuming and costly and represents an administrative burden for citizens and businesses. Main objective: To expand the scope and improve the quality of the e-services provided by NRA with a view of further reducing red tape and employing customer-oriented approach. To improve the internal processes and procedures of the Agency. Ambition: Simplification of procedures and improvement of the taxpayer – oriented methods. Relevance and OGP challenge addressed: The measure is aimed at improving public services. Lead implementing agency: National Revenue Agency Other governmental actors involved: Ministry of Finance Other non-governmental actors involved: Business associations, Employers' organizations Deliverables and impact: More convenient and easy access to tax services; reduced administrative burden for the citizens and businesses; economic benefits from saved time and human resource costs for citizens and businesses; improved management of NRA internal processes and increased efficiency of the tax administration. Completion date: ongoing; Development of an E-government Strategy 2016 - 2020 of the Ministry of Environment and Waters and a Roadmap for its implementation Status quo/Problem addressed: Nowadays environmental resource management in the context of sustainable development is faced with a number of challenges: climate change and adaptation to climate change, the need for more efficient use of resources, curbing the loss of biodiversity, establishment of new environment-friendly behavior patterns, etc. E-government in the environmental area would significantly improve the management processes, contribute to providing timely and accurate information to the public and is conducive to actively engaging the citizens in addressing the above challenges. Main objective: To develop accessible, predictable, effective and efficient e-government to the benefit of society and the environment. Ambition: Flexibility and effectiveness of the environment protection measures, reducing the document processing time, convenient access to and transparency of procedures. Relevance and OGP challenge addressed: The measure is aimed at achieving state-of-the-art management of natural resources, improving public services and increasing public integrity. The electronization of processes results in increased transparency of environment protection decisions and actions and greater accountability of the environment protection agencies. Lead implementing agency: Ministry of Environment and Waters Other governmental actors involved: No Other non-governmental actors involved: No Deliverables and impact: Coherence and consistency of the efforts for introducing e-government in the area of environment protection; predictability, traceability and publicity of the processes and clear division of responsibilities and timelines; improvement of internal procedures and consolidation of data from different sources. Completion date: October 2016; Establishment of a public electronic register of the installations emitting volatile organic compounds and provision of two e-services – submission of applications for registration and submission of applications for changes to the registration Status quo/Problem addressed: The current obligation to maintain a public electronic register of the installations emitting volatile organic compounds would be expanded to include e-submission of registration applications and applications for changes in the registration. Main objective: To ensure high-quality service for businesses, improve the information provided to the citizens and increase transparency with regards to protecting the quality of ambient air. Ambition: Modern service provision and greater transparency of the process of controlling and protecting the quality of ambient air. Relevance and OGP challenge addressed: The measure sets out to achieve improved access to information and expand the channels that citizens can use to get involved in the ambient air monitoring and control processes. It contributes to improving the efficiency of public services and increasing public integrity. Lead implementing agency: Executive Agency on Environment, Regional Environment and Waters Inspectorates Other governmental actors involved: Ministry of Environment and Waters Other non-governmental actors involved: Installation operators, local communities, environmental organizations Deliverables and impact: Reducing the lead time for document processing; increased flexibility and effectiveness of internal procedures; enhanced access to services; open, fast and transparent interaction with the stakeholders; services meeting the users’ needs; quick generation and processing of data. Completion date: July 2016; Development of a national information system for waste with supporting e-submission of applications, generation of reports and provision of information online Status quo/problem addressed: Waste management has traditionally attracted public attention and has often been the cause of concern of the local communities and hence a source of contention between the citizens, operators of waste processing installations, local and central authorities. The lack of aggregated electronic data on waste disposal and the difficult access to such data further escalate the existing conflicts and prevents the constructive and informed dialog aimed at finding mutually acceptable solutions. Main objective: To use the advantages of technology in order to provide more information about waste management in Bulgaria and to reduce the administrative burden for the operators of waste disposal installations. Ambition: Establish a framework in which potential issues are addressed in a timely manner. Relevance and OGP challenges addressed: The measure broadens the scope of publicly available information and promotes more accountability in terms of the waste management policies of the government. It ensures better public services and increased public integrity. Lead implementing institution: Executive Agency Environment Other governmental actors involved: Ministry of Environment and Waters Other non-governmental actors involved: no Deliverables and impact: Improved control over the operators; more convenient and faster application submission process; widened scope of the public information published online. Completion date: December 2016; Development and implementation of software applications for real-time processing of information and issuance of e-referrals and e-prescriptions. Status quo/problem addressed: Currently almost no e-health services are provided in Bulgaria which results in significant administrative burden for the medical professionals, inconvenience and delays for the patients and difficulties in controlling the financial flows in the health system. Main objective: To streamline and digitalize the health care processes with a view of increasing the quality and access to health services and improving the control over the use of the public health funds. Ambition: Significant reduction of administrative workload for the general practitioners and doctors and improvement of the health service provided to patients. Relevance and OGP challenge addressed: The measure is aimed at improving public services and ensuring more effective control on the use of public funds. The application of new technologies reduces considerably the cost for internal and external control of the health system and more specifically the use of the health funds. Lead implementing agency: Ministry of Health Other governmental actors involved: National Health Insurance Fund Other non-governmental actors involved: Patient organizations, Association of general practitioners Deliverables and impact: Significant reduction of the time for issuance and execution of referrals, prescriptions, etc.; traceability of the medical checks and medication prescribed; more accurate analysis of the referral process and better planning; improved access to health services for the patients. Completion date: June 2018; Transformation of the the initial registration procedure for civil society organizations from court registration into administrative registration and centralization and electronization of the CSO register in the Registry Agency Status quo/problem addressed: Until recently civil society organization in Bulgaria unlike companies and other legal entities were subject to court and not administrative registration. The court procedure is time-consuming and costly, and the CSO register maintained separately was incomplete, not fully digitalized and prevented the CSOs from using electronic registration services. Main objective: To consolidate the data on registered civil society organizations in a fully digital register, simplify the registration procedure and grant the CSOs access to digital registration services. Ambition: Full digitalization of the CSO register and provision of a convenient service (issuance of certificates, electronic checks and submission of documents) to the CSOs. Relevance and OGP challenge addressed: The simplified registration procedure and reduced costs together with the subsequent access to e-services significantly facilitates the citizens in forming associations and organizations and makes it easier for the existing CSOs to operate. The digital register also ensures a greater publicity for the activities of CSOs. The measure is aimed at improving the public services. Lead implementing agency: Registry Agency Other governmental institutions involved: Ministry of Justice Other non-governmental actors involved: Center for the Study of Democracy Deliverables and impact: Fully digital and comprehensive CSO register; simplified faster registration procedure and access to e-services for CSOs. Completion date: June 2017; Connecting the Information System for Managing and Monitoring the EU Funds with the information system of the National Statistical Institute Status quo/Problem addressed: The information system for managing the European funds contains the full data on projects and beneficiaries under the operational programs financed from the EU funds. Currently there are shortcomings and information gaps relating to the development of an integrated monitoring approach to be employed by the different level administrative units in using statistical data to assess the implementation of European and national strategies and the operational programs financed from the European Structural and Investment Funds. Main objective: To provide statistical data for the program indicators in order to ensure more precise, data-based evaluation of the implementation and effectiveness of programs financed from EU funds. Ambition: Timely evidence-based assessment of program impact aimed at generating maximum benefit from the interventions. Relevance and OGP challenges addressed: The measure is related to ensuring more effective management of public funds by providing more detailed information about the operation of the government agencies in the process of developing and implementing programs, financed from EU funds. Lead implementing agency: Administration of the Council of Ministers, Central Coordinating Unit Other governmental actors involved: National Statistical Institute Other non-governmental actors involved: No Deliverables and impact: Generation of detailed, statistically based implementation reports; clear evidence - based impact assessment of the programs financed from EU funds; better targeting of funds; publicity of results. Completion date: December 2017; Upgrading the main information systems of the Customs Agency and adding a functionality for exporting data and services to external systems Status quo/Problem addressed: The Customs Agency is one of the first agencies to provide eservices, mainly to the economic operators. Some of the existing services offered by the Customs Agency are build on obsolete technological platforms which require upgrade towards improved accessibility and convenience of service provision. In addition, The Customs Agency is obliged under the new EU legislation to harmonize the customs measures and update its systems accordingly. Main objective: To improve the accessibility and usability of the e-services provided to citizens and businesses. Ambition: Reducing administrative barriers to businesses and citizens. Smooth integration of the Customs Agency system with other, external software systems. Relevance and OGP challenge addressed: The measure is expected to contribute to improving public services and more effective management of public funds through increased automated internal control procedures. The public interface will ensure greater access to the data generated by the system. Lead implementing agency: Customs Agency Other governmental actors involved: Ministry of Finance Other non-governmental actors involved: Business associations Deliverables and impact: Established links with the key EU components; stabilization of the intrasystem components; provision of better e-services to citizens and businesses; opportunity to provide electronic administrative service internally with a view of implementing integrated administrative services. Completion date: June 2018; Development of a Centralized Public Procurement System containing all modules including e-evaluation and e-submission of bids. Prepare and employ a centralized tender documentation. Strengthening the role of the Central Public Procurement Authority via the e-procurement system Status quo/Problem addressed: Public procurement is a sensitive issue for Bulgarian society. Currently the public procurement process is not fully electronic and standardized, which makes it necessary for the applicants to prepare tender documentation on paper and submit it in the offices of the respective contracting authority, to take into consideration non-uniform requirements for similar subjects which is ineffective, time-consuming and entails significant cost while at the same time making the processing and evaluation of bids difficult for the administration. Main objective: To simplify the public procurement procedures and create guarantees for a transparent and unbiased evaluation of bids and contracting. Ambition: Introducing fully electronic procurement process. Relevance and OGP challenge addressed: The electronization and greater transparency of procurement procedures will considerably improve public service, increase public integrity, improve business environment and ensure effective management of public resources. Lead implementing agency: Public Procurement Agency, Register of Public Contracts Directorate Other governmental actors involved: Ministry of Finance Other non-governmental actors involved: Contracting authorities and businesses taking part in the procurement process. Deliverables and impact: Electronization of all stages of the tendering process; support for the contracting authorities by implementing standardized business processes and document templates; improved control at all stages of procurement; streamlining the process of maintaining the public register of government contracts. Completion date: June 2018

IRM End of Term Status Summary

1.1.1 Improve the accessibility and quality of public services by employing e-government tools
For specifics on this commitment, please see the full report in Bulgarian or English.


  1. Improve the Accessibility and Quality of Public Services by Employing e-Government Tools

    BG0042, 2016, E-Government

  2. Ministry of Environment and Waters e-Government Strategy and Roadmap

    BG0043, 2016, E-Government

  3. e-Register of VOC-Emitting Installations and e-Services

    BG0044, 2016, E-Government

  4. National Waste Management Information System And Related e-Services

    BG0045, 2016, E-Government

  5. e-Referrals and e-Prescriptions

    BG0046, 2016, E-Government

  6. Transformation of CSO Registration Procedure

    BG0047, 2016, Civic Space

  7. EU Fund Management and Statistical Institute Information Systems

    BG0048, 2016, E-Government

  8. Customs Agency’S Information System Upgrade

    BG0049, 2016, Anti-Corruption

  9. Centralized Public Procurement System

    BG0050, 2016, Anti-Corruption

  10. Enhancing the Scope of Available Public Information and Extensive Electronization of the Information Provision Processes

    BG0051, 2016, Access to Information

  11. RTI Act Implementation Trainings for Administrative Officials

    BG0052, 2016, Access to Information

  12. Maintaining Public Electronic Registers on Gambling

    BG0053, 2016, Access to Information

  13. Publish the Annual Priorities of the National Revenue Agency

    BG0054, 2016, Access to Information

  14. Analysis/Research Publication for Information Exchange

    BG0055, 2016, Access to Information

  15. Register of Regulatory and Supervisory Agencies Whose Officials Are Appointed by Parliament

    BG0056, 2016, Access to Information

  16. National Institute for Immovable Cultural Heritage Information System and e-Services

    BG0057, 2016, Access to Information

  17. Opening Local Government Data

    BG0058, 2016, Access to Information

  18. Pilot “Citizen Budget” Initiative

    BG0059, 2016, Capacity Building

  19. Public Consultation Improvements

    BG0060, 2016, E-Government

  20. e-Petitions for National and Local Initiatives

    BG0061, 2016, E-Government

  21. M&E Mechanism for OGP Action Plan

    BG0062, 2016, Private Sector

  22. Design-Thinking Collaborative Method

    BG0063, 2016, Capacity Building

  23. Forums on Corporate Social Responsibility Strategy

    BG0064, 2016, Anti-Corruption

  24. Strive to Improve the Environment and Provide Support for the Development of Civil Society Organizations

    BG0065, 2016, Aid

  25. Public Register for e-Government Projects

    BG0066, 2016, E-Government

  26. Information System for Corruption Risk Analysis

    BG0067, 2016, Anti-Corruption

  27. Customs Agency Suitability Test

    BG0068, 2016, Anti-Corruption

  28. Citizen Feedback Mechanism for the Customs Agency

    BG0069, 2016, Anti-Corruption

  29. Beneficial Ownership Disclosure in Public Contracts

    BG0070, 2016, Anti-Corruption

  30. Improve Open Data Portal

    BG0071, 2016, Access to Information

  31. Publish Data on EU Funds

    BG0072, 2016, Access to Information

  32. Open Data Promotional Events

    BG0073, 2016, Access to Information

  33. Open Data Usage Manual

    BG0074, 2016, Access to Information

  34. GIS Applications for the Register of Protected Areas in Bulgaria

    BG0075, 2016, Access to Information

  35. Macroeconomic Forecast Data

    BG0076, 2016, Access to Information

  36. Publication of Open Data on Migration

    BG0077, 2016, Access to Information

  37. Publish Crime Prevention Information System Data

    BG0078, 2016, Access to Information

  38. Normative Acts Ammendments

    BG0027, 2014, Legislation & Regulation

  39. SME Test

    BG0028, 2014, Legislation & Regulation

  40. Improved Civic Participation in Consultative Councils

    BG0029, 2014, E-Government

  41. Set up a Council for Development of the Civil Society

    BG0030, 2014, Civic Space

  42. Government Debt Transparency

    BG0031, 2014, E-Government

  43. Financial Information Accessibility

    BG0032, 2014, Capacity Building

  44. Transparency of Underground Resources Act

    BG0033, 2014, Anti-Corruption

  45. State Fees Reform

    BG0034, 2014, Fiscal Openness

  46. Starred commitment Improvements to Access to Public Information Act

    BG0035, 2014, Access to Information

  47. Start Process for Ratification of the Council of Europe Convention

    BG0036, 2014, Access to Information

  48. Budget Payments in Open Format

    BG0037, 2014, Access to Information

  49. Public Procurement Controls

    BG0038, 2014, Anti-Corruption

  50. Introducing e-Procurement

    BG0039, 2014, Anti-Corruption

  51. Conflicts of Interest

    BG0040, 2014, Anti-Corruption

  52. Problem Solving Courts

    BG0041, 2014, Judiciary

  53. Strategy for Public Debt Management 2012-2015

    BG0001, 2012, Fiscal Openness

  54. Starred commitment Strategy for NGO Development

    BG0002, 2012, Civic Space

  55. Starred commitment Budget Legislation Amendments

    BG0003, 2012, Fiscal Openness

  56. Publication of Information About the Tax Expenditures

    BG0004, 2012, Fiscal Openness

  57. Publication of Information About the Tax Audit Reports

    BG0005, 2012, Anti-Corruption

  58. Starred commitment Mining Industry and Underground Resources

    BG0006, 2012, Anti-Corruption

  59. Law on the Underground Resources

    BG0007, 2012, Anti-Corruption

  60. Starred commitment Public Information System on Mineral Resources

    BG0008, 2012, Anti-Corruption

  61. Transparency of Managing Mineral Resources

    BG0009, 2012, Anti-Corruption

  62. Legislative Acts Impact Assessment

    BG0010, 2012, Legislative

  63. Starred commitment National Health Information System

    BG0011, 2012, E-Government

  64. Outsourcing Activities to the Businesses

    BG0012, 2012, Private Sector

  65. Improving Consultation Practices with the Business

    BG0013, 2012, Private Sector

  66. Discussion Forums on CSR

    BG0014, 2012, Private Sector

  67. Integrating Preventive Environment Tools

    BG0015, 2012, Environment and Climate

  68. Unified Portal for Administrative Services: Portal Development

    BG0016, 2012, E-Government

  69. Operational Compatibility Registries: Update Registries

    BG0017, 2012, E-Government

  70. Unified Portal for Administrative Services: Portal Maintenance

    BG0018, 2012, E-Government

  71. Operational Compatibility Registries: Registries Maintenance

    BG0019, 2012, E-Government

  72. Starred commitment Development of e-Health Care

    BG0020, 2012, E-Government

  73. Develop Website

    BG0021, 2012, Anti-Corruption

  74. Public Release of Budget Spending

    BG0022, 2012, E-Government

  75. Control and Monitoring

    BG0023, 2012, E-Government

  76. Improving Portal

    BG0024, 2012, E-Government

  77. Starred commitment Enhance Information System

    BG0025, 2012, E-Government

  78. Access to Information Act Improvement

    BG0026, 2012, Access to Information

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