dc.contributor.author | Abbott, Pamela | |
dc.contributor.author | Rwakabamba, Gloria | |
dc.coverage.spatial | Rwanda | en |
dc.date.accessioned | 2016-03-07T12:26:30Z | |
dc.date.available | 2016-03-07T12:26:30Z | |
dc.date.issued | 2010 | |
dc.identifier.citation | Abbott, P. and Rwakabamba, G. (2010) Developing customer service delivery: development with a smil? Policy Brief. Kigali: IPAR-Rwanda. | en |
dc.identifier.uri | https://opendocs.ids.ac.uk/opendocs/handle/20.500.12413/9737 | |
dc.description | 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. | en |
dc.description.sponsorship | RDB | en |
dc.language.iso | en | en |
dc.publisher | Institute of Policy Analysis and Research-Rwanda | en |
dc.relation.ispartofseries | Policy Brief; | |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | en |
dc.subject | Economic Development | en |
dc.title | Developing customer service delivery: development with a smile? | en |
dc.type | Other | en |
dc.rights.holder | Institute of Policy Analysis and Research-Rwanda | en |