The law requires it. kazva.bg delivers.

Why Municipal Citizen Feedback Is Mandatory Across the EU

Public administrations across Europe face growing pressure to measure citizen satisfaction systematically. In Bulgaria, 265 municipalities are each classified as administrative bodies under the Administrative Services Ordinance, making satisfaction measurement a legal obligation — not a voluntary exercise. Government inspectorates can flag the absence of documented surveys as a regulatory violation. The same principles apply across the EU through various national transpositions of good governance directives and the Common Assessment Framework (CAF).

In practice, most municipalities historically rely on paper surveys or free online tools like Google Forms, which produce response rates below 2%, lack standardization, and prevent meaningful comparison across periods. kazva.bg solves this with QR codes at every service counter — citizens scan and respond in 30 seconds, generating timestamped, structured data.

Quality Standards for Public Administration

ISO 18091:2019 is the only international standard adapted specifically for local government. Combined with CAF 2020 (Common Assessment Framework), it requires continuous — not one-time — citizen satisfaction monitoring. Over 94 Bulgarian administrations have already implemented CAF, and the trend is expanding across EU member states. kazva.bg provides the data for CAF Criterion 6 (Citizen/Customer-oriented Results) automatically. The mandatory annual report must be published on the administration's website by April 1 each year. With kazva.bg, report generation takes minutes instead of weeks — the platform calculates NPS, categorizes comments, and exports a ready-made report.