Service Delivery
Rwanda envisions to achieve over 90% of citizens satisfaction with service delivery of all public services delivered online by 2029. RGB is responsible to regularly monitor the status of service delivery across sectors to assess the progress towards achieving national targets. RGB also has the powers to hold public and private institutions accountable and to request for administrative sanctions against defaulting institutions or staff members.
To promote quality service delivery, RGB has put in place programs and regulary implements the following activities:
The essence of Nk’uwikorera campaign is all about institutional performance and effective service delivery to citizens. It encourages the ideals of quality service, as one would like to receive. Conceptually, it is an imperative to meet in order to spur inclusive growth and boost productivity in across of all sectors. Nk’uwikorera is built on the foundation of people-centered governance policy pursued by the Government of Rwanda. It is geared towards the effectiveness of institutions at all levels: central government, local government, private sector, the civil society and faith based organisations, for the betterment of the people.
Launched in 2017, Nk’uwikorera is a service delivery campaign mainly meant for behaviour change. The campaign name reflects the attitude and behaviour to promote quality service delivery both from service providers and service recipients. Thus, “Nk’uwikorera” translated as “as you would wish to be served” intends to instil within Rwandan citizens the attitude of considering service delivery as the pillar of individual and national development. To encourage the service providers to put themselves in the shoes of service seekers in order to weigh their expectations and serve them accordingly. To service recipient, this program intends to call them to denounce poor service delivery wherever it’s observed, not only for individual interest, but also as a contribution to the society and to national development.
RGB in collaboration with stakeholders developed a set of minimum standards to guide institutions on measures to improve the quality of service. Based on the nature of services, institutions/sectors may develop standards that are specific.
These standards are mainly intended to achieve the following objectives:
Service delivery assessments
Every year, RGB conducts service delivery assessments in public and private sector institutions in order to measures institutional performance against service standards and national service delivery related goals. Service delivery assessments are also carried out in specific sectors to identify critical issues that need to be addressed and to generate policy recommendations for enhancing performance of sectors and ensure effective implementation of government programs.