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dc.contributor.authorAbbott, Pamela
dc.contributor.authorRwakabamba, Gloria
dc.coverage.spatialRwandaen
dc.date.accessioned2016-03-07T12:26:30Z
dc.date.available2016-03-07T12:26:30Z
dc.date.issued2010
dc.identifier.citationAbbott, P. and Rwakabamba, G. (2010) Developing customer service delivery: development with a smil? Policy Brief. Kigali: IPAR-Rwanda.en
dc.identifier.urihttps://opendocs.ids.ac.uk/opendocs/handle/20.500.12413/9737
dc.descriptionGood 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.sponsorshipRDBen
dc.language.isoenen
dc.publisherInstitute of Policy Analysis and Research-Rwandaen
dc.relation.ispartofseriesPolicy Brief;
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en
dc.subjectEconomic Developmenten
dc.titleDeveloping customer service delivery: development with a smile?en
dc.typeOtheren
dc.rights.holderInstitute of Policy Analysis and Research-Rwandaen


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