RGB to adopt another evaluation of service delivery in public institutions

(L-R) Ildephonse Niyonizeye, CEO of Imanzi consult, Dr. Felicien Usengumukiza, Deputy CEO of RGB in charge of Research and Monitoring, Solange Uwizeye from RGB too (Photo by Philippe Mwema Bahati)

In an effort to improve delivery of services in the public sector, the Rwanda Governance Board (RGB) is adopting a new method of examination to better reflect where institutions need to improve.

The last government scorecard released this year indicated that service delivery is still low, with about 70 percent satisfaction.

RGB has worked with Imanzi consulting to develop indicators that will help institutions self-assess their strengths and weaknesses and improve their services.

The indicators address all sectors outlined in the EDPRS II in order to better allow them perform their tasks and keep in mind their long-term goals.

Emmanuel Munyandinda, a consult with Imanzi, said that service quality covers different domains, including facilities available and human resources. “You may have a tool but using it is another thing”, he said, indicating that poor service delivery needs to be mitigated by not just having the right tools, buildings or equipment, but also by using them correctly and efficiently.

Felicien Usengumukiza, the deputy CEO of RGB in charge of research and monitoring, said that public institutions still have gaps in service delivery.

He said that the level of service delivery is not satisfactory, and that why the government needs to improve service delivery.

Usengumukiza pointed out that in central government cumbersome and time-consuming processes still hinder service delivery.

He commended local governance for trying to improve the service delivery at their level. However, he maintained that there are still indicators of poor service delivery at some points, mainly due to bribing or to the wish to attain performance contracts.

“Sometimes local leaders do not offer services properly as expected due to that they want to achieve their goals during performance contract,” he said, noting that people should get the free services they need in public institutions.

He also called upon private institutions to consider service delivery as the main pillar of business.

Studies show that poor service delivery costs about 40 million RwF a year in losses.

Observing that even in the private sector, service is not perfect, the deputy CEO of RGB requested both private and public sectors to deliver better service. Which, according to him, is easy: “Delivering service is not difficult; it depends simply on will depending on your objective and where you work. People need to change behavior and love it.”