중동부유럽

The Government of Bulgaria recognizes that the provision of administrative support services is decentralized, fragmented and is implementing the shared services reform to modernize the administration and improve its efficiency. The World Bank is supporting this reform initiative of the Government, including on the model for introducing shared services in Bulgaria’s central administration. The proposed model has been tested in two pilot administrations - Ministry of Health (MOH) and Bulgarian Food Safety Agency (BFSA).5 MOH launched its shared services unit (SSU), end of May 2019, while the launch of the SSUs of the BFSA is expected in late June 2019. This report discusses the recommended methodological framework to monitor and evaluate the provisions of administrative support functions in a shared service setting. This report builds upon the proposed framework for performance management and presents the World Bank recommendations on introducing a methodological framework to monitor and evaluate the provision of administrative support functions in a shared service setting. The framework is drawn upon the general principles of performance management for shared services and the experience of Estonia, Finland, the United States and the World Bank in monitoring and evaluation of the shared services organizations. The report presents: (a) set of key performance indicators (KPIs) to monitor the achievement of the shared services units’ objectives, (b) methodology for baseline and periodic reporting; (c) feedback mechanism to ensure continuous improvement of the functional model; and (d) methodology for comprehensive ex-post evaluation of the functional model for shared services.