1. Characteristics and Identification of Good Practices Source: Good Practices in Social Service Delivery, Bulgarian National Report, ILO, Subregional Office for Central and Eastern Europe, Budapest, December, 2003.

2. Martin B. Tracy, Ph.D. Social Insurance Research International 1519 Canterbury Drive Murray, Kentucky 42071-3250 mbtracy@murray-ky.net

3. Empowerment Empowerment of people to cope with problems, respect for human rights and human suffering; respect for the rights and individuality of every person from the different vulnerable groups. Empowerment of people to cope with problems, respect for human rights and human suffering; respect for the rights and individuality of every person from the different vulnerable groups.

4. Social Integration Social Integration by providing services that have to do with human rights: education, healthcare, culture, sport, employment, psychological and social cares, family planning, social security, etc. Social Integration by providing services that have to do with human rights: education, healthcare, culture, sport, employment, psychological and social cares, family planning, social security, etc.

5. Centering on Poverty & Exclusion Centering on Poverty and Exclusion by addressing a wide range of at risk groups who need social services: children, elder, victims of violence, disabled, minorities (Roma people), poor people, young people, deviants, one parent families, and socially vulnerable people. User input through market and non-market mechanisms, i.e., inclusion in the process of licensing. Centering on Poverty and Exclusion by addressing a wide range of at risk groups who need social services: children, elder, victims of violence, disabled, minorities (Roma people), poor people, young people, deviants, one parent families, and socially vulnerable people. User input through market and non-market mechanisms, i.e., inclusion in the process of licensing.

6. Building Confidence Building up Confidence by providing feedback and sharing information and consultancies with users. Building up Confidence by providing feedback and sharing information and consultancies with users.

7. Identification of Good Practice Partnerships Partnerships Integration Integration Innovation Innovation Transferability Transferability F. W. Rennie, W. Greller, & M. Mackay. “Review of International Best Practice in Service Delivery to Remote and Rural Areas. Edinburgh, The Stationary Office Bookshop, 2002. F. W. Rennie, W. Greller, & M. Mackay. “Review of International Best Practice in Service Delivery to Remote and Rural Areas. Edinburgh, The Stationary Office Bookshop, 2002.

8. Partnerships Initiatives that embrace a partnership approach, particularly those that empower the community and user groups in decision-making or planning. Initiatives that embrace a partnership approach, particularly those that empower the community and user groups in decision-making or planning.

9. Integration Initiatives that attempt to integrate a number of different services under the same roof, or through joint operating procedures. Initiatives that attempt to integrate a number of different services under the same roof, or through joint operating procedures.

10. Innovation Initiatives that demonstrate innovative solutions for community recognized problems. Initiatives that demonstrate innovative solutions for community recognized problems.

11. Transferability Initiatives that demonstrate their ability to be transferred to other localities and cultures. Initiatives that demonstrate their ability to be transferred to other localities and cultures.