Kigali, March 26th, 2014 – In its on-going campaign dubbed Na Yombi, the Rwanda Development Board (RDB) has embarked on a new strategy with a special focus on Chief Executive Officers and business owners in different industries to further improve service delivery.
During a consultative session with the private sector today, the business leaders were urged them to take the lead in improving customer care in their respective institutions explaining that it is too costly for the economy to ignore.
In his welcoming remarks, the CEO of the Private Sector Federation Hannington Namara said; “As you may be aware, our development objectives in EDPRS II and Vision 2020, are to become a middle-income country in the next 5 years. This goal cannot be realized if we do not drastically improve service delivery across all sectors.”
Customer care is considered to be one of the key pillars and drivers of economic development and wealth creation. The drive is meant to encourage CEOs to be actively engaged with their business and employees so as to motivate them to provide better customer service. This will allow all sectors to become more globally competitive.
In her closing remarks, the CEO of the Rwanda Development Board Amb. Valentine Rugwabiza said; “Looking at some global indicators, in the World Economic Forum Global Competitiveness Index (2013/14), we are ranked 103rd out of 140 countries when it comes to the degree of customer orientation. Another report, WEF Travel & Tourism Competiveness Report ranks Rwanda 84th out of 140 countries on the same indicator. I urge you CEOs and business leaders to be key drivers in fostering customer-focused standards and services to improve Rwanda’s competitiveness globally.”
In the new strategy, Rwanda’s bid to foster excellent customer care will be addressed through four pillars namely; communication, training, compliance and monitoring. If implemented, improved customer care is expected to increase the Nation’s GDP by at least US$40 million annually, among other benefits, according to a study carried out by the Institute of Policy Analysis and Research (IPAR).
His Excellency President Paul Kagame has always re-affirmed Rwanda’s commitment towards attaining a higher level of competitiveness in the service sector so as to attract more investment and tourism. During the 3rd Presidential business round table on 4th December 2009, President Kagame said, “The issue of customer service is a serious one for the government and the private sector and unless we overcome it, we are wasting a lot of time and therefore we will not achieve the kind of development we want to achieve.”
As such, it is greatly the responsibility of CEOs to attain and sustain excellent customer care by paying more attention to their institutions’ performance. The consultative meeting is a forum to strengthen the partnership between government and the private sector in resolving the issue of poor service delivery and enforcing positive change in order to attain our national economic goals.
UM– USEKE.RW
