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Bulgaria's Shared Services Journey: Changing the Mindset of the Public Administration

October 3, 2019



    PRESENTATIONS: Shared Services RAS BBL Change Management | Shared Services RAS BBL Components | Shared Services RAS BBL COM

    Globally, the success of shared services is evidenced by the expanding scope of functions that are gradually subject to sharing in the public administration. Shared services have been implemented in various areas including; human resource management, financial management, information technology, organization of travel and trainings, procurement, and asset management. And the scope keeps expanding. Shared services harness advances in IT and robotics and are continuously improving. 

    During this session, a World Bank team and representatives from the Government of Bulgaria presented the shared services approach and model applied in Bulgaria under a RAS engagement. The World Bank is supporting the transformation and modernization of Bulgaria’s public administration by assisting the Government of Bulgaria to introduce shared services in the areas of public financial management, human resource management and managing public property, on a pilot basis. The reform promotes a significant departure from the “business as usual” model of discharging administrative support functions in Bulgaria by introducing a service culture and horizontal collaboration within the public administration. 

    Participants learned the insights on the comprehensive approach to shared services reform in Bulgaria, the benefits of introducing a service culture in discharging administrative functions, and the importance of change management and stakeholder engagement in shared services reforms.


    Fabrizio Zarcone, Country Manager, Bulgaria, World Bank


    Roby Senderowitsch, Practice Manager, Governance Global Practice, Europe and Central Asia - West, World Bank 


    Christian Filipov, Project Manager, Sofia, Bulgaria

    Krasimir Bojanov, Director, Modernization of the Administration Directorate

    Borislav Petrov, Director, Human Resource, Management Directorate 


    Ivelina Taushanova, Senior Communications Officer, Bulgaria, World Bank