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05/04/2014

Agnes Bateta

The Rwanda Development Board (RDB) is looking at training different Chief Executive Officers and business owners as a way towill help improve service delivery in Rwanda.

“We want to start with the CEOs and business owners who are the main people in business and this quarter we will be dealing with hospitality were compliance and implementation will be looked at,” Amb. Valentine Rugwabiza, the CEO RDB said. Rugwabiza said Rwanda has standards for hotels to operate and with the current enforcement law that is in parliament this will improve more on customer care in the country.

RDB, under the ‘Na Yombi’ campaign in collaboration with the National Agriculture Export Board (NAEB), the Workforce Development Authority (WDA) and other private institutions, has so far trained over 19,000 people on customer care service from over 18 private institutions of the country.

“We want to train CEOs and therefore we have introduced a 3 kits programme (the pocket kit, handbook kit and the tool kit) which will help them in improving on service delivery,” Ivyes Ingenzi Customer care division manager at RDB said.

From the World Economic Forum global competitiveness index 2013/14, Rwanda was ranked 103rd from 140 countries when it comes to the degree of customer orientation. Again, Rwanda was ranked 84th out of the 140 countries by the World Economic Forum on the same indicator.Rugwabiza therefore advised CEOs and business owners to be key drivers in fostering customer focused standards and services which will improve Rwanda’s competitiveness globally.

The CEO Private Sector Federation (PSF) Hannington Namara said in order for Rwanda to become a middle income country as per the Economic Development and Poverty Reduction Strategy 2 (EDPRS2) targets; good customer service delivery needed much improvement. “We want to promote a customer oriented environment in the private sector hence be able to attract more investment,” Jean Karambizi from the ‘Na yombi’ campaign said.

It was noted that feedback from customers was needed which will help improve customer service delivery by different institutions. In the 1st quarter, hospitality will be dealt with, in the 2nd quarter transport and telecommunication and in the 3rd quarter the finance industry will be dealt with according to RDB.

SOURCE : BUSIWEEK : HERE