Developing customer service delivery: development with a smile?

Good service delivery is essential in all economies and even more critical in service-led economies. Rwanda has an ambition to become a service led economy, yet research demonstrates that service delivery in Rwanda is generally poor. Thus, poor service delivery in Rwanda endangers the realization of Vision 2020. • Service delivery in Rwanda is the poorest in the East African region. • Attempts to address poor service delivery in Rwanda have focused on the SYMPTOMS not the underlying ROOT CAUSES. • Rwanda can learn much about how to improve service delivery from the policies and strategies developed by governments and organisations in many other countries. • Organisations in Rwanda, in both the public and the private sectors, are not focused on their number one priority —service delivery. • Policies, Practices and Procedures are not aligned with consumer satisfaction. Rwanda’s Vision of Customer Service Delivery is: Delivery of World Class Service. The Government’s Policy is: To provide leadership, encouragement, empowerment and regulation through the implementation of a Rwandan Customer Service Implementation Plan.