TFL Vsebine / Revija Javna uprava

Spremenjene metode dela (SMD) se nanašajo na več delovnih področij in postopkov iz pristojnosti upravne enote. Cilj je omogočiti lažje poslovanje upravne enote, lažji nadzor nad delom uradnikov, možno odločanje v enakih primerih enako in v različnih različno ter zagotoviti, da se uradniki prvenstveno posvečajo reševanju zadev ne pa nenajavljenim strankam. Iz pripomb strank je razvidno, da postopke pogosto vodimo preveč birokratsko in dolgotrajno. Zato je več energije potrebno vložiti v začetno fazo obdelave zahtev in v primeru pomanjkljivih vlog pripraviti kvalitetna in enostavna obvestila za dopolnitev vlog. Testirana je bila tudi rešitev, po kateri je vodja referata, v svojstvu SMD, koordinator neformalnih sestankov z nosilci večjih investicij in potencialnimi investitorji. Po zaključku testa je bil projekt SMD uveden na nivo Referata za gradnje. Pri tem ne gre samo za delni prenos nalog svetovalca za pomoč strankam na nivo referata, temveč za celovito prenovo delovnih procesov. S spremenjenim procesom je zagotovljeno, da stranke dobijo enoznačne, natančne in strokovno utemeljene odgovore na postavljena vprašanja o zadevah, ki so že v reševanju in splošne informacije s področja dovoljevanja gradenj, hitro in kvalitetno, kar omogoča večjo stabilnost.

Changed working methods (CWM) apply to several work fields and procedures within the competence of an administrative unit. The aim is to enable easier operations of the administrative unit, an easier supervision of the work of officials, a possibility of equal decisions in the same cases and different decisions in different cases, and to enable the officials to deal primary with solving the cases and not to deal with unannounced customers. It is clear from the customer complaints that the procedures are often kept too bureaucratic and too long. Therefore, more energy has to be put into the initial phase of handling requests and, in case of a poor application, quality and simple notices for supplementing the applications have to be prepared. The solution was also tested, by which a Head of Desk, in specificity of the CWM, is the coordinator of informal meetings with holders of bigger investments and potential investors. After the test completion, the CWM project was introduced to the level of the Construction Desk. This is not only a partial transfer of tasks of a counsellor for customer help to the level of the Desk; it is a complete renovation of working processes. With the changed process there is a guarantee that customers get unambiguous, thorough and expertly-grounded answers to their questions about cases that are already in the process of solving and general information from the field of building permission quickly and of a high quality, which enables a firmer stability.