The latest Asylum Information Database report on Bulgaria (2021) concluded that 2020 was the 8th year of “zero integration” policy. It was in this context that Sofia – through Sofia Development Association and partners – opened its Bureau for Information and Services for third-country nationals in September 2021, making integration assistance visible, coordinating efforts, strengthening the local ecosystem and developing relationships of mutual trust and shared vision. It was established at a moment just prior to the dramatic increase in the number of refugees coming to Bulgaria from Ukraine.

Image source: Bureau for Information and Services for Foreign Citizens, 2023

• Refugees and migrants, who have easier access to information and services
• Service providers, who have access to new clients, offer services in more languages, offer a holistic approach, and develop new partnerships
• Local authorities and policy makers, who strengthen the entire ecosystem and increase their own capacity.

The Bureau venue is provided by Sofia Municipality through Vazrazhdane Markets. Sofia Development Association equipped it and it pays its utilities. The Bulgarian Red Cross provides 2 full-time social workers as members of staff. A core group of 15 NGOs develops a programme each month and collaborate to decide who will carry out which activities in the Bureau over the next month, amounting to provision of a rotation of services, delivered in 7 different lanugages. In functions similarly to a 'one-stop shop', where individuals can go for a variety of essential services and to get a variety of needs met. The Bureau has its own programme of outreach and capacity development activities.

Image source: Bureau for Information and Services for Foreign Citizens, 2023

The first year evaluation showed the following:

• 1150 users
• Approximately 1 200 services provided
• Approximately 100 users per month
• Most common countries of origin of Bureau users: Iraq, Syria, Ukraine, Afghanistan
• Most frequently used services: accompaniment to institutions, legal assistance, referrals, financial assistance

A participatory evaluation of the Bureau was conducted in September-October 2022, with the participation of 115 individuals and 40 organisations. It included the following categories: user experience, stakeholder assessment, communications and events, and recommendations. The overall user assessment is a mark of 4.5 out of 5, with suggestions for improvements including the hiring of more staff and the finding of a bigger space for operation. The NGOs most value the opportunity to work directly with migrants, the fact that services are provided in several languages, and the opportunities the initiative provides for new partnerships. Recommendations include engaging with national-level policy makers, dedicating more space and time to services in highest demand, and scaling out to other municipalities.

The Bureau benefited from funding through the EU’s AMIF-funded CONECTION project (50,000 EUR), Sofia municipal funding and in-kind (venue) support, and Bulgarian Red Cross funding (staff costs).