Kazva.bg becomes the active direct link between Stara Zagora citizens and local government

In November 2024, Stara Zagora became the first municipality in Bulgaria to deploy a comprehensive digital citizen feedback system. The scale is striking: over 600 QR code points spread across all 51 settlements in the municipality, covering administrative offices, public transit (buses and trolleys), parks, playgrounds, educational and sports facilities, healthcare centers, and tourist sites.

The system is deliberately frictionless. Citizens scan a QR code with their phone and rate their experience on a 1-to-10 scale - no app to install, no account to create, fully anonymous. Each questionnaire is tailored to the specific type of service, so the feedback is targeted and actionable rather than generic.

Early results from January through March 2025 confirmed strong citizen engagement: 1,575 participants submitted 3,219 ratings, with an average score of 6.5 out of 10 and nearly half of all respondents giving the maximum rating. The key quality drivers citizens identified were staff professionalism, cleanliness, and maintenance. Activity peaked on Tuesday mornings, men rated slightly higher than women (6.6 versus the overall average), and younger respondents aged 30 to 44 tended to be more critical.

Municipal secretary Nikolai Dikov described the goal as transparency and responsiveness - leadership receives a real-time picture of citizen satisfaction and can address issues before they escalate. Stara Zagora's deployment demonstrates that digital feedback works not just in urban centers but across dozens of villages and small settlements, provided the tool is simple enough to require no explanation.