The document gives the strategic development plan for 2012-2015 of the National Bureau of Enforcement.

It describes main decisions made by the management regarding all significant strategic issues.

Strategic Plan of National Bureau of Enforcement

2012 - 2015 yy.

The strategic plan has been

developed in cooperation with Swedish Enforcement Authority within SIDA project and the consulting support of company "Synergy.

July, 2012

Aim of the National Bureau of Enforcement

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Our main aim is to provide implementation of legal interests of as many people and organizations as possible, by keeping maximum balance between the parties.

Definition emphasizes that our goal is to help as many people and organizations as possible (both private and public sector) who need to protect their legitimate interests. Also, we protect not only creditors rights, but we try to take into consideration debtors interests as much as possible within the law and maintain the balance between the parties.

Strategic Plan of National Bureau of Enforcement

Vision of National Bureau of Enforcement

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We, the National Bureau of Enforcement, are ready and want to do our best to reach the following result by the end of 2015:

Activity of our organization become knowledgeable to the biggest part of the community as much as possible; Ensuring property and financial liabilities of the customer at high quality and professionally will remain our main service. However, at the same time we will substantially have developed services of protection and assessment of rights; To have conscientious, motivated and professional employees who will be exceptionally competent in negotiations with people and convincing them.

Strategic Plan of National Bureau of Enforcement

Values of National Bureau of Enforcement

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Each of our employees understands and shares the NBE organizational values , which is established: Professionalism, Honesty, Balance.
Professionalism - We will continuously care for our professional development, raising our qualification and improvement of professional skills. Honesty - We will keep honesty and professional dignity performing any job, in communications with our colleagues and customers. Thoroughly protect high quality standards of public service and performance. Balance - Our work will be focused on balancing the rights between the parties. We will employ identical professional and conscientious service for both parties.

Strategic Plan of National Bureau of Enforcement

Strategic Plan of National Bureau of Enforcement for 2012-2015 years

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Initial Concept
The effective management of running business processes
Approved standards are employed at every segment of organization, high level of satisfaction of customers is ensured and organizational resources are consumed effectively.

Attraction of customers
Maximize the share of private sector in various business processes and ensure diversification of customers' segments.

Continuous improvement of services and service quality

Ensure high satisfaction of our potential and existing customers through introduction of new services and development and improvement of the running business processes.

The main strategy for the next 3 years:

The main part of our effort will be used for managing ongoing business processes efficiently and at a high level which, we think, will be able to do mainly by creating and implementing respective service standards. Besides, we will actively work towards adding new forms of services and constant development of the quality of service. In addition, we will try to attract more customers to our numerous services, for which we will try to raise awareness toward National Bureau of Enforcement and develop direct sales.

Strategic Plan of National Bureau of Enforcement

Strategic Plan of National Bureau of Enforcement for 2012-2015 years

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Strategic development of NBE was divided into 3 phases, by the years: The first phase 2012-2013 On this phase special focus will be made on high-quality and effective management of ongoing business processes. At the same time, quality control system will be created and developed. In addition, important steps will be made to attract customers. The second phase - 2014 Special emphasis will be made on development service quality system. However, high-quality and effective management of ongoing business processes and attraction of customers will remain as a part of the first three strategic objectives of the year. The third phase - 2015 Due to the fact, that the increase of shares of physical and legal entities as customers of our diverse services and diversification of customer databases will be especially important, we will try to increase their satisfaction at maximal extend. For this: We will continuously work on development of service quality; Expand the spectrum of customer-oriented services; and Considering expected increase of customers flow we will devote appropriate attention to effective management of ongoing activities.

Strategic Plan of National Bureau of Enforcement

Strategic Tasks of National Bureau of Enforcement

1. Effective management of running business processes

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The task implies: Management of current activities should meet the Service standards. Providing better services to the consumers Using resources in a more rational way The task is divided into the following sub-tasks that are given according to the priorities: I. To improve management quality in Bureaus This sub- task includes the improvement of management of bureaus. Employees should receive adequate information about existing standards, Opportunities to increase the effectiveness of individuality, team and general management. II. To make support more centralized and effective This sub-task includes setting up efficient and centralized support system which ensures timely and appropriate assistance for territorial enforcement bureaus in methodological and practical as well as technical way. III. To improve the quality of work This sub-task includes communication of standards and principles with employees involved in customer service, which ensure adequate trainings and high quality service.

Strategic Plan of National Bureau of Enforcement

Strategic Tasks of National Bureau of Enforcement

2. Attraction of customers

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The task implies increase of the share of the private sector among the customers of the National Enforcement Bureau to its maximum through ful use of the potential of running services by attraction of diversified consumers both physical and legal entities. The task is divided into the following sub-tasks that are given according to the priorities: I. Increased brand awareness

This sub-task implies to minimize information about NBEs activities, accurate selection of information channels, effective forms for transfer and information distribution. II. Focused and precise informational campaigns The sub-task includes determination of informing segments, preparation/processing of calcification offers and communication of proposals with specific segments. III. Development of direct and cross selling systems The sub-task implies to formation of sales team, development of working methods and means, development of motivation system and intensification of cross selling mechanisms.

Strategic Plan of National Bureau of Enforcement

Strategic Tasks of National Bureau of Enforcement

3. Development of service quality

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The task envisages creation and activation of a system which provides continuous development of the quality of service. As a result of the reviews it was agreed, that this task will be implemented with the development of standards, employees and service areas. The task is divided into the following sub-tasks that are given according to the priorities: I. Constant development of service standards, principles and technologies The sub-task implies: monitoring and detection of opportunities for development and improvement in service standards, basic principles, methodologies and information technologies; also the transformation of these opportunities into ideas/projects and their implementation. II. Personnel development The sub-task implies detection of development of the capabilities of employees involved in services and adequate reactions to them, in order to make employees knowledge, competence and motivation determining factors for customer satisfaction. III. Respective environment and inventory/equipment for service areas The sub-task implies to generate ideas and discover opportunities in terms of service environment and equipment, in order to make our services more customer-oriented.

Strategic Plan of National Bureau of Enforcement

Strategic Tasks of National Bureau of Enforcement

4. Adding new services

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The task implies development of the assortment of forms of existing services by : Offering existing and adding new services; Developing the process of service selection and processing. The task is divided into the following sub-tasks that are given according to the priorities: I. Make stable the flow of valuable ideas

The sub-task implies: encouragement of personnel to generate ideas throughout the organization. II. Improve the quality of idea selection and processing The sub-task implies setting up of process, which provides high quality of service selection and processing. III. Lounching selected ideas at high quality The sub-task implies setting up mechanisms, which provide the successful implementation of idea/project.

Strategic Plan of National Bureau of Enforcement

Strategic Tasks of National Bureau of Enforcement

5. Creat and develop service quality control system

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The task implies rapid and full detection of existing and possible drawbacks in customer relations, their analysis and reacting to them accordingly. The task is divided into the following sub-tasks that are given according to the priorities: I. Detection of irregularities/drawbacks: Preliminary control, In progress control, Further control;

II.

Analysis of detected drawbacks and providing recommendations;

III.

Providing fully adequate reaction to detected violations;

IV.

Establishing constructive attitude among the staff regarding control;

V.

Technological and methodological development of control system.

Strategic Plan of National Bureau of Enforcement