Yorgova, Yulia2025-04-242017978-619-7126-39-6http://research.bfu.bg:4000/handle/123456789/2344Improving the administrative service and providing quality public services in a transparent, efficient and effective way is one of the main goals of the administrative reform in Bulgaria. To achieve this goal, many strategies, concepts and models have been adopted at national level over the years. Their implementation in practice has highlighted the need for a radical change in the governance style of public administration. The aim of the study is to clarify the crucial role of the operations function of public institutions in this change through the application of successful business administration models in the management of administrative services delivery processes.enadministrative serviceworking processesgovernanceLeanoptimizationre-engeneeringArticle