Most state administration employees in Bulgaria were attentive and provided fast service and correct information, a quality evaluation survey has revealed.

Nearly 76 per cent of clerks offered a good service on the phone and at the desk and more than 83 per cent provided the exact information required, according to Dnevnik.

The survey used the method “secret client” and was conducted in 32 cities and towns in June 2008 as part of the Operative Programme Administration. The survey involved qualified personnel impersonating ordinary customers in order to evaluate the performance of administration employees.

Telephone communication was found to be a weak area. The study revealed that 78 per cent of clerks failed to reveal their identity. Another 68 per cent were found not to be wearing identification badges at their desks. In nearly 50 per cent of cases there were no feedback boxes for customers’ opinions. Another problem was the lack of bilingual boards and the absence of clear notification of opening hours.

State Administration Minister Nikolai Vassilev said that the ministry would implement measures to deal with the findings in September.