Stara Zagora Municipality - Direct Citizen Connection
Citizen feedback via QR codes at every municipal service. Real-time data by settlement, category, and period.
The Challenge
Dozens of settlements, dozens of services - and zero visibility into citizen satisfaction. Feedback came from office hours, letters, and phone calls - without structured data, without comparison across settlements.
By the time a signal reached management, the problem was already old. Without an anonymous channel, most people simply stayed silent.
The Solution
kazva.bg covers all settlements in the municipality with rating topics by category - playgrounds, parks, service counters, transport. Citizens scan a QR code and rate anonymously in seconds.
The mayor and department heads see a management dashboard in real time - by settlement, category, and period. When ratings drop, the responsible team gets a notification.
Results
The project was ranked Top 9 at the Innovation in Politics Awards 2025. The model spread - the municipalities of Burgas, Blagoevgrad, and others adopted the same system.
The municipality prioritizes investments based on real citizen data. The impact of every repair is measurable - ratings before and after speak for themselves.
How it works
From QR code to management dashboard
Scans
QR sticker at the location - playground, park, service counter, bus
Rates
Anonymously, on a 1-10 scale
Selects a reason
Questionnaire tailored to the service
Receives
Direct links to municipal e-services
Try it yourself
This is exactly what the citizen sees at the service counter. Takes 30 seconds — no app, fully anonymous.
- In seconds
- Anonymous
- No installation
See it in action
How citizens rate municipal services
What you get
One platform for the entire municipality
Rating topics by category
Playgrounds, parks, service counters, transport, sports facilities - every service has its own topic.
Management dashboard
Satisfaction by category, settlement, and period. Compare services at a glance.
Automatic alerts
When ratings drop - the team gets a notification immediately.
Citizen anonymity
Rate in 30 seconds - anonymous, no registration, no installation.
All settlements in one system
Not just the city — the entire municipality. Village mayors get data for their area, while leadership sees the full picture.
Specialized questionnaires
A different questionnaire for each service - at playgrounds we ask about safety, at counters about speed, on buses about comfort.
Transformation
Before kazva.bg
- ✕ Letters, office hours, and phone calls - the only channels
- ✕ Signals reached management with weeks of delay
- ✕ No comparison across settlements or services
- ✕ No anonymous channel - most people stayed silent
- ✕ Repairs and investments based on intuition
With kazva.bg
- ✓ A rating topic for every service in every settlement
- ✓ Management dashboard by category, settlement, and period
- ✓ Automatic notifications when satisfaction drops
- ✓ Anonymous rating in 30 seconds - no registration
- ✓ Resource prioritization based on real data
User journey
How a signal from the service counter reaches management
Visit to the service center
A citizen comes to the service center to submit an application. On the way out, they see a QR sticker.
Long wait and unclear procedure
Scans the QR code and gives a low rating. Selects a reason: long wait and unclear procedure.
The responsible team receives a signal
The manager receives a notification with the rating and the reason. Checks and confirms the problem.
Organizational change
Directional signs added between counters. Staff receive a brief training on the most common applications.
Result
The next citizens pass through the center without confusion. Ratings for the counters go up.
The model that spread
Stara Zagora started first. Today the same system works in Burgas, Blagoevgrad, and other municipalities. One approach, applicable everywhere.
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Implementation
Three steps to launch
Discovery
List of all locations by category and settlement. Designing questionnaires for each service type.
Setup
Generating QR codes. Placing stickers. Setting up the management dashboard and notifications.
Launch
Citizens start scanning. First results come in by category and settlement.
Comparison of approaches
Swipe for more
| kazva.bg | Office hours | Written complaints | |
|---|---|---|---|
| Speed | Real-time | Once a month | Weeks to months |
| Detail | By location, category, settlement | General impression | By department (if specified) |
| Anonymity | Full | In-person meeting | Personal data required |
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Looking for digital citizen engagement?
See how continuous feedback informs municipal priorities.
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