Administrative services

ADMINISTRATIVE SERVICES
PROVIDED BY REGIONAL ADMINISTRATION VIDIN

ADMINISTRATIVE SERVICING IN REGIONAL ADMINISTRATION VIDIN

The state and the public service sector exercise their activity aiming to secure fair, impartial, transparent, and accessible servicing to consumers.

You have the right to be serviced that way and Regional Administration Vidin is ready to start a series of arrangements and particular steps to accomplish it in order to serve you the best way possible.

Administrative Servicing of physical persons and legal entities, and administrative units in Regional Administration is centralized „at one desk.” The order and conditions for offering administrative services are explained in an Instruction for Records Office in Regional Administration Vidin.

EASY ACCESS TO OUR SERVICES

• Regional Administration starts work at 9.00 o’ clock and finishes at 17.30 o’clock. The regulated break for the public servants is from 12.00 to 12.30 o’clock.
• For reasons of convenience, you can make an appointment with the specialist you need previously. The Regional Governor of Vidin Region has a reception day each Tuesday; his deputy have reception days each Friday. Appointments can be arranged on  ++359 94 60 16 16
• At the porter’s office of our administration, you will be directed to the appropriate specialist.
• Indicative plates sign the position of each department, at the entrance of each office are written the names of the official, who is servicing you.

POLITE AND KIND SERVICING

· Our officials are engaged to listen to you attentively, to answer you in the shortest possible terms in comprehensible and accessible way.

· We only need the relevant to your file work documents.

· We service you under conditions of confidentiality as we guarantee protection of your personal data.

ACCESSIBLE ANSWER IN TERMS ANNOUNCED PREVIOUSLY

· We are careful to the explicitness and clearness of our applications andcorrespondence.

· We are ready to communicate you in various ways – by personal meetings, on thephone and on the Internet, by ordinary post and e – mail, by the fax. It is necessary just to inform us how to communicate you back and please do not forget to leave us an e-mail, address or telephone number.

· In case you are not satisfied from the quality or the terms of servicing by someone of our officials you have the right to complain to his direct head or director of the sphere.

· You also have the possibility to communicate the specialist “Public Relations” on ++359 94 605 752, who is at your disposal about all questions of the day in Vidin Region.

MAIN OBJECTIVES PICKED BY REGIONAL ADMINISTRATION VIDIN IN THE SPHERE OF ADMINISTRATIVE SERVICING

· To enable citizens and legal entities (consumer of services) in receiving informationabout the type of administrative services, the necessary application forms and theregulated terms.

· To offer people concerned, professional consultation about the obligatory set ofdocuments, necessary for the implementation   of each administrative service.

· To raise the quality of the final product of the different types of administrative services.

· To confine to the limit the possibilities for corruption by breaking the direct contactbetween the consumer and the servant from the back office of Regional Administrationwho in particular works on the offered service.

IMMEDIATE OBJECTIVES OF REGIONAL ADMINISTRATION IN THE SPHERE OF ADMINISTRATIVE SERVICING

To facilitate at maximum the administrative procedures.
To create atmosphere of mutual confidence and respect between the consumers and the servants from the Administrative servicing office /front office/.
To exercise impartial control over the activity of the servants in the directorate offices (back offices) in Regional Administration Vidin, that offer administrative services.  
Coordination and cooperation between all sides concerned about the improvement of the administrative servicing, so that to provide equal results at the same circumstances.
To provide reliable feedback.
Implementation of obligations, connected with administrative servicing on previously developed and proclaimed rules.
Quality of the offered services.

BINDING STANDARDS FOR QUALITY OF ADMINISTRATIVE SERVICING

Each servant wears a badge with a picture of his own, his written name, post, administration, and the unit, which he belongs to, while performing his duties.
Each servant in the state administration identifies himself in telephone conversationby his name and family name.
The deadline for inquiries by post and e-mail is seven days, except the cases when it is necessary to visit and check at a particular place or a statement by another institution is required. In these cases, the term is fourteen days.
The waiting time for receiving information and processing documents in connectionwith the administrative servicing at visiting the units for administrative servicing is notmore than 20 minutes. Unless in some cases the necessary time is longer, it is a deviation from the standard norm and it is regulated by the inner administration rules.In the premises where the administrative servicing takes place if possible, suitable conditions and seats are provided for grown up and disabled people, pregnantwomen.

UNIFIED STANDARDS FOR ADMINISTRATIVE SERVICING

Polite, helpful, kind attitude towards consumers.
The complaints and queries are confidential.
The consumers are equal in the offered access to services never mind their different social status, education, sex, age, ethnical origin, religion.
Submit clear, comprehensive, detailed and précised information about the consumer’s question.
Transparency of administrative servicing.
Propriety in observing the deadlines for administrative servicing as proclaimed.
Various and approachable ways to submit suggestions, complaints, appraisals.

OWN STANDARDS FOR ADMINISTRATIVE SERVICING

Achievement of professional work
Watchfulness, flexibility, and adjustability in different situations.
Offering the customer classified, reliable, profound information  
Reaction against corruption and other illegal actions.
Escape conflict situations, stay calm when they happen and put into practice skills for overcoming them
Desire to search for alternative decisions for the problem of the consumer

YOU HAVE THE RIGHT TO HANDLE DEMANDS, APPLICATIONS AND COMLAINTS TO REGIONAL ADMINISTRATION VIDIN

YOU CAN EXPECT ANSWER FROM US IN THE FOLLOWING CASES:

We inform you by a letter about measures taken to solve your problem. In the upper left part of the letter there is written a registration entrance number, under which we have received it and under that number, an inquiry can be made quickly and easily in the Records Office.
We inform you by a letter that the desired administrative service or cooperation is out of the legal rights given to the Regional Governor. You will be informed the same way when your complaint is sent to a competent body if there is such opportunity. This way you do not have to handle the same demand twice.
You can receive a message the document or certificate you need is prepared and information about the time and place to receive it. Do not forget always to bring your passport with you!
In most cases, the Regional Governor exercises his rights by issuing an ordinance. When facts of legal importance are envisaged, rights or responsibilities are being created, rights or interests of   citizens/organizations are being affected by these ordinances, and these ordinances are called individual administrative acts (IAA). The explicit deny of the Regional governor is also an IAA. These are the acts, which are most often appealed. The terms and order for that will be explained in the following paragraphs.
If in the stated by the law time  (from 3 days to 1 month, it depends on the inquiry and the amount of information to be processed) you do not receive any answer from Regional Administration Vidin you are in the situation of the so called “silent refusal”

TERMS FOR ANSWERING AND ANNOUNCEMENT

 if it is possible immediately;
not later than 3 work days – to written requests for administrative services;
seven days – for passing on request for issuing an act;
14 days  when the request is for access to public information;
up to 1 month – when the service needs finding out facts and circumstances to be checked, gathering information or making investigations;  
when there are specific terms duly specified in a certain law. 
The administrative act, respectively the refusal of issuing such an act is announced in three-day - time from its publishing to all concerned citizens and organizations. You can be informed by spoken announcement about the content of the act, which is fixed by a signature or by another announcement sent on address you have left us or by another way of communication. When there is not pointed address the announcement can be found on the information board in the building of Regional Administration - Vidin.

APPEALLING OF ADMINISTRATIVE ACTS

Acts issued by the Regional Governor can be appealed in the relevant justice courts. In the content of every act the terms and the respective appealing institution is stated. The scope of the litigation is limited only to the compliance between the issued act and the law. There are acts, which cannot be appealed. These are the inner –official acts.

HOW AN ADMINISTRATIVE ACT CAN BE APPEALED

In 14-day-time after the announcement of issued administrative act or after expiring thedeadlines for answering you can complaint to the Supreme Administrative Court (SAC). The complaint is lodged by the name of the Regional Governor and that means you can lodge it at the same place where you have lodged your request. In 3 days time the Regional Governor is obliged to make up all the correspondence on your request including the appealed act, send it to SAC, and inform you about that. 

After dating the case, SAC will inform you by sending a writ about the start of the legal procedure.

AN EXTRA PROTECTION

The institution of ombudsman was established in 2004. It is an independent entity, which follows only the law in his work. You can appeal to him when your rights and freedom have been offended by an action or inaction. He accepts and conceders complaints and signals for law and rights violation by state and local authorities and their administrations, examines the received complaints and signals. The complaints and signals may be written or oral; they may be sent by the traditional post or personally delivered. You will be answered in one-month time. The time is prolonged if the case requires more précised examination. Another legal right of the ombudsman is to mediate between administrative authorities and the offended people in order to overcome the offence and conciliate their positions. 

The ombudsman does not have the right to make sound circumstances he became familiar with while executing his duties.

RIGHTS OF THE CONSUMERS OF ADMINISTRATIVE SERVICES

 Law on the access to public information

 Public information is each piece of information connected with the public life in the Republicof Bulgaria, which gives the citizens opportunities to form an opinion on administrationactivity.

 Who has the Right to Access

Bulgarian citizens
Foreigner or person without citizenship
Bulgarian or foreign legal entity
 The application is considered by Regional Administration Vidin in the shortest possible time, but not later than 14 days from the date of the registered application. After this term expires you should be informed in written about the decision taken to permit or deny access.

When Access can be Denied to You

When the required information is classified as state or official secret;
When the information is connected with the operative working out of  acts of RegionalAdministration Vidin and do not have single meaning;
When the interests of third side are affected and there is not his explicit permission about that;
When you have been given access to this information in the previous 6 months.
When the required by you information is not kept in RA - Vidin we forward your application tothe competent institution if we have information who keeps that information. When it is not possible, you will be informed about the fact it is impossible.

The decision of the Regional Governor to give or to deny access to public information is appealed to SAC.

 LAW FOR PERSONAL DATA PROTECTION

Personal data is every piece of information that reveals his physical, psychological, mental, family, economic, cultural or public identity.  Regional Administration Vidin is engaged to undertake the necessary technical and organizational measures to protect your personal data from unregulated use.

You have the right to apply in written to Regional Administration on the following occasions:

to receive confirmation of existing personal data about you;
to correct or update personal data;
to give reasons  the legibility of proceeding your personal data;
to forbid Regional Administration Vidin to concede totally or partially your processed personal data for commercial information, advertisement or market survey.
to ask to be informed before your personal data  is revealed at first;
Revealing personal data of third person is allowed when:

the person concerned has given permission about that;
the data sources are public documents and registers containing  public information;
in connection with life and health protection of the person concerned, also when his condition does not allow him to give permission or there are legal obstacles about that;
when it is necessary to the judicial and executive authorities and for protection of consumers and competitiveness and this is stated by a law;
when it is necessary for scientific research or statistic objectives and they are used anonymously.

Regional Administration Vidin aims to carry on open dialog with the consumers, the NGOs, business representatives and civil society; dialog in which statements about innovations and weaknesses in the organization of administrative servicing are taken into account as well as suggestions for its improvement.
The feedback with the consumers of administrative services, the degree of citizens and firms satisfaction is a criterion for the quality of our work. We will enter in your opinion, your recommendations and constructive criticism.

You may contact Vidin Regional Administration on:

phone: ++ 359 94 60 16 16; 
web site: http://www.vidin.government.bg 
e-mail: 
ou_oa@vidin.government.bg
del_oa@vidin.government.bg

Letters posted to address: 
Bulgaria
6, Dunavska Str.
3700, Vidin
 

Letters can be brought personally to "Administrative Service" Office in Vidin Regional Administration
Letters can be sent in the dedicated box for complaints, recommendations and other reports, at the entry of the administration.

In conclusion, we would like to express our gratitude for the cooperation on administrative servicing reform and we appeal on you to express soundly your civil position in order to find together the right way to better organized and more efficient work of Regional Administration Vidin on the behalf of the whole society.

VIDIN REGIONAL ADMINISTRATION