“Know-how for monitoring on quality of social services in Sofia Municipality”

A special system for monitoring on the quality of social services will be adapted and piloted within this project, particularly for Sofia Municipality area. The adaptation and piloting process will be based on the Dutch model. A new basis for regular optimization of the monitoring process will be provided within this project. There are 3 main aspects of the continuous improvement of social services delivery organization - the service delivery process, the quality system and the quality management. On the other hand, the service quality increase is an obligation of the supplier - whether it would be a key supplier (e.g. the principal) or any NGO, who manages a state delegated service by reason of winning competition. Key advantages of the model applied are the following: - Better flexibility in a dynamic external environment; - Availability of tools for regular improvements. This project addresses the needs of stimulating a process of improving the quality of social services in Sofia Municipality (incl. Municipal services provided to external suppliers) through the development of a monitoring system at the municipal level. The purpose of introducing this new way of quality monitoring is not to duplicate, but to add - meaningfully and conceptually - a surplus value to the Ordinance on the Criteria and Standards for Social Services for Children and to the Regulation for Social Assistance Act Implementation. The regular improvement of monitoring on process quality is a precondition for improving the way the users' needs are going to be met. Today, the continuous improvement of services delivery is regarded as one of the main tools to increase the satisfaction of social services users.

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