Dear Sir,

I am a Kenyan Hotelier of many years of experience, and I wish to share with you my humble reflections on this question that has become the buzz word in Rwanda for the last few weeks.

The challenge simply put it to broaden the understanding and description of this worrisome societal problem, beyond the narrow understanding derived from the words ‘’Customer Care’’.

Subsequently it will be also importantly to ": Rwandan-ise’’ the words by using traditional concepts of ‘caring for your visitor’ that are already a part of Rwanda’s culture.

It is particularly important to give ownership of the solutions proposed to the Rwandan people, give back to them their pride in their traditional goodness. My home country Kenya took this path thirty years ago.

I understand that there are plans to address this challenge on a national scale- such an approach is too broad to generate the greatest desired impact within the times-lines envisaged.

The Kenyan idea may work here - Identify Key (service) Sectors (determined by their individual critical contribution to the national well-being, and focus all available resources on them. 

The other sectors will inevitably be dragged along by the critical-mass momentum generated. Thank you.

Tom Marrinka
somoinaa@gmail.com