Higher quality of administrative service by introducing higher standards and improving the user feedback system (Q3836400): Difference between revisions

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Revision as of 17:28, 19 May 2022

Project Q3836400 in Bulgaria
Language Label Description Also known as
English
Higher quality of administrative service by introducing higher standards and improving the user feedback system
Project Q3836400 in Bulgaria

    Statements

    Проектът е насочен към повишаване на качеството на административното обслужване във връзка с разширяване прилагането на комплексно административно обслужване.Проектът се състои от четири дейности.Първата и втората дейност предвиждат въвеждане на по-високи общи и собствени стандарти за качество на административното обслужване чрез разработване на нови общи (задължителни) стандарти за административно обслужване и тяхното нормативно регламентиране, изготвяне на примерни собствени стандарти за административно обслужване, актуализиране на Ръководството за разработване на Харта на клиента, изготвяне на 5 пилотни харти на клиента и актуализиране на съдържанието на отчетните форми за административно обслужване в ИИСДА.Третата и четвъртата дейност акцентират върху системата за обратна връзка от потребителите на административни услуги. Ще се изготви анализ на механизмите за обратна връзка от потребителите и предложения за нормативни промени и ще се актуализира Методологията за проучване и измерване удовлетвореността на потребителите. Ще се проведат 4 пилотни обучения за прилагане на механизмите за обратна връзка и за провеждане на проучване и измерване на удовлетвореността на потребителите. Ще се проведе проучване по метода "Таен клиент". (Bulgarian)
    0 references
    The project is aimed at increasing the quality of administrative services in connection with the extension of the application of complex administrative services. The project consists of four activities. The first and second activities provide for the introduction of higher common and own standards for quality of administrative service by developing new common (mandatory) standards for administrative services and their regulatory regulation, preparation of sample own standards for administrative services, updating the Manual for the development of the Client Charter, preparation of 5 pilot charters of the client and updating the content of the reporting forms for administrative services in the IISDA. The third and fourth activities focus on the system for feedback from users of administrative services. An analysis of user feedback mechanisms and proposals for regulatory changes will be prepared and the Methodology for surveying and measuring user satisfaction will be updated. 4 pilot trainings will be carried out to implement feedback mechanisms and conduct user satisfaction survey and measurement. A secret client survey will be conducted. (English)
    2 December 2021
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    Le projet vise à améliorer la qualité des services administratifs dans le cadre de l’extension de l’application de services administratifs complexes. Le projet se compose de quatre activités: la première et la seconde prévoient l’introduction de normes communes et propres plus élevées en matière de qualité du service administratif en élaborant de nouvelles normes communes (obligatoires) pour les services administratifs et leur réglementation, l’élaboration d’échantillons de normes propres pour les services administratifs, la mise à jour du Manuel pour l’élaboration de la charte du client, l’élaboration de 5 chartes pilotes du client et la mise à jour du contenu des formulaires de rapport pour les services administratifs dans l’ISDA. Les troisième et quatrième activités sont axées sur le système de rétroaction des utilisateurs des services administratifs. Une analyse des mécanismes de rétroaction des utilisateurs et des propositions de modifications réglementaires sera préparée et la méthodologie d’enquête et de mesure de la satisfaction des utilisateurs sera mise à jour. Quatre formations pilotes seront dispensées pour mettre en œuvre des mécanismes de rétroaction et mener des enquêtes et des mesures sur la satisfaction des utilisateurs. Une enquête secrète sera menée auprès des clients. (French)
    3 December 2021
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    Das Projekt zielt darauf ab, die Qualität der Verwaltungsdienstleistungen im Zusammenhang mit der Ausweitung der Anwendung komplexer Verwaltungsdienstleistungen zu verbessern. Das Projekt besteht aus vier Aktivitäten. Die erste und zweite Tätigkeit sieht die Einführung höherer gemeinsamer und eigener Standards für die Qualität der Verwaltungsdienste vor, indem neue gemeinsame (obligatorische) Standards für Verwaltungsdienstleistungen und deren Regulierung entwickelt werden, die Erstellung von Mustern für eigene Verwaltungsdienste, die Aktualisierung des Handbuchs für die Entwicklung der Kundencharta, die Vorbereitung von 5 Pilotcharts des Kunden und die Aktualisierung des Inhalts der Berichtsformulare für Verwaltungsdienstleistungen in der IISDA. Die dritte und vierte Tätigkeit konzentriert sich auf das System für Rückmeldungen von Nutzern von Verwaltungsdiensten. Es wird eine Analyse der Mechanismen für die Rückmeldung der Nutzer und Vorschläge für regulatorische Änderungen erarbeitet und die Methodik für die Erhebung und Messung der Nutzerzufriedenheit aktualisiert. 4 Pilotschulungen werden durchgeführt, um Feedback-Mechanismen zu implementieren und Nutzerzufriedenheitsumfragen und -messungen durchzuführen. Eine geheime Kundenbefragung wird durchgeführt. (German)
    4 December 2021
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    Het project is gericht op het verbeteren van de kwaliteit van administratieve diensten in verband met de uitbreiding van de toepassing van complexe administratieve diensten. Het project bestaat uit vier activiteiten. De eerste en de tweede activiteit voorzien in de invoering van hogere gemeenschappelijke en eigen normen voor de kwaliteit van de administratieve dienstverlening door de ontwikkeling van nieuwe gemeenschappelijke (verplichte) normen voor administratieve diensten en hun regelgeving, voorbereiding van steekproef eigen normen voor administratieve diensten, bijwerking van het Handboek voor de ontwikkeling van het klantenhandvest, voorbereiding van 5 pilot charters van de klant en het bijwerken van de inhoud van de rapportageformulieren voor administratieve diensten in de IISDA. De derde en vierde activiteiten richten zich op het systeem voor feedback van gebruikers van administratieve diensten. Er zal een analyse worden gemaakt van de mechanismen voor feedback van gebruikers en voorstellen voor wijzigingen in de regelgeving en de methode voor het meten van de tevredenheid van de gebruikers zal worden geactualiseerd. Er zullen vier proefopleidingen worden uitgevoerd om feedbackmechanismen in te voeren en gebruikerstevredenheidsonderzoeken en -metingen uit te voeren. Er zal een geheime klantenquête worden uitgevoerd. (Dutch)
    10 December 2021
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    Il progetto è volto ad aumentare la qualità dei servizi amministrativi in relazione all'estensione dell'applicazione di servizi amministrativi complessi. Il progetto si compone di quattro attività. La prima e la seconda attività prevedono l'introduzione di standard comuni e propri più elevati per la qualità del servizio amministrativo attraverso l'elaborazione di nuovi standard comuni (obbligatori) per i servizi amministrativi e la loro regolamentazione, la preparazione di campioni propri standard per i servizi amministrativi, l'aggiornamento del Manuale per lo sviluppo della Carta dei clienti, la preparazione di 5 carte pilota del cliente e l'aggiornamento del contenuto dei moduli di segnalazione per i servizi amministrativi nell'ISDA. La terza e la quarta attività si concentrano sul sistema di feedback degli utenti dei servizi amministrativi. Sarà preparata un'analisi dei meccanismi di feedback degli utenti e delle proposte di modifiche normative e sarà aggiornata la metodologia per il rilevamento e la misurazione della soddisfazione degli utenti. Saranno svolte 4 formazioni pilota per attuare meccanismi di feedback e condurre indagini e misurazioni sulla soddisfazione degli utenti. Verrà condotta un'indagine segreta da parte del cliente. (Italian)
    13 January 2022
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    El proyecto tiene como objetivo aumentar la calidad de los servicios administrativos en relación con la ampliación de la aplicación de servicios administrativos complejos. El proyecto consta de cuatro actividades: la primera y la segunda, la introducción de normas comunes y propias de calidad del servicio administrativo mediante el desarrollo de nuevas normas comunes (obligatorias) para los servicios administrativos y su regulación, la preparación de modelos de normas propias para los servicios administrativos, la actualización del Manual para la elaboración de la Carta al Cliente, la preparación de 5 cartas piloto del cliente y la actualización del contenido de los formularios de presentación de informes para los servicios administrativos en el IISDA. Se preparará un análisis de los mecanismos de retroalimentación de los usuarios y propuestas de cambios reglamentarios y se actualizará la metodología para la encuesta y la medición de la satisfacción de los usuarios. Se llevarán a cabo cuatro cursos piloto para aplicar mecanismos de retroalimentación y realizar encuestas y mediciones de satisfacción de los usuarios. Se llevará a cabo una encuesta secreta de clientes. (Spanish)
    14 January 2022
    0 references

    Identifiers

    BG05SFOP001-2.007-0001
    0 references