It is estimated that every year, Rwanda loses a whopping $40 million in poor service delivery. This is a phenomenon that vindicates the continued efforts invested in improving customer service in both private and public sectors.

For a country that aspires to become a regional services hub, the last thing it needs is poor service delivery.

Generally, there is a perception that many public and private entities have improved the quality of service delivery in recent years, partly facilitated by increased use of ICT platforms and competent staff.

But customer service in most institutions and businesses is still far from ideal.  That’s why whenever an institution makes a major positive shift in how it serves the public, it is worth recognition, with the hope that others with learn from them.

In our Christmas issue, we reported that the Police had significantly cut the number of days within which a driver’s licence is issued from about two weeks down to 24 hours. The new system, which will start effective the New Year, is a great improvement by any measure.  

As we come to the close of 2013 and warm up for the New Year, it’s imperative that every institution and individuals take stock of how they serve their clients and take concrete measures to do much better in the coming year.

2014 can turn out to be a year of real opportunity for all if we genuinely changed the way we go about our work and how we serve others. Happy Holidays!