My service experience during the AfDB meeting

For someone who has been living and working in Rwanda for the last seven years, I have been privileged to witness the giant steps of development in this country. I love the changes that happen every time I travel back to Rwanda. The last one that made me very proud of being part of what is happening here was the organisation of the 49th Africa Development Bank Annual Meetings. This world-class event attracted over three thousand delegates from over 78 countries. The first big change that we all noticed was the opening of a new wing at the Kigali International Airport. Though construction works have been ongoing, seeing the new wing was such a positive surprise. As a fervent advocate of improved service delivery in Rwanda, I made it a point to witness this great event by going through the process that delegates had to. I therefore arrived in Kigali on the eve of the meeting and went through the dedicated corridors put in place for delegates at the immigration counters for quick processing. Speaking to one of the delegates in the tent at the Kigali International Airport, he said the first positive impression he got when he arrived was access to fast 4G LTE Internet right at the airport. In terms of accommodation, every single hotel room (for accredited facilities) in Kigali and around was booked, posing a huge challenge for both the organisers and the hospitality sector. Some delegates stayed in hotels whose services were lacking, but the fact that everything around the meeting was excellent somehow made it up. Yes, it was a disappointment that the Kigali Marriott Hotel and the Kigali Convention Centre planned to host the meetings were not ready, but finding alternative solutions in time is what needs to be applauded. Many who were at the venue, Camp Kigali, were simply impressed by the qualities of infrastructures that were put up. I was speechless when I went round visiting all corners of the venue. The paved area, the decoration in the tents, the lightening, the sound, the food court, the VIP area, the washrooms; well, every single detail was simply like what is done in any other big conference around the world. I still remember when Amb Claver Gatete said at the media briefing: “This is an opportunity to make a name for the country without using marketing services. If we treat them well, they will definitely come back. That is why we have been stressing the point that the private sector needs to be efficient and effective at this time”. And indeed, the level of service delegates experienced throughout the conference week has shown that where there is a will and a great leadership, great achievements are possible. Rwanda can proudly compete for big international conferences with this quality and level of international standards we saw last week. Yes, this meeting has indeed tested Rwanda’s ability to become a regional conference hub. The level of service experienced during the week was not only at the conference area. Almost all service providers made a lot of efforts in offering world-class service. I tried a bank on a Sunday and was impressed by what I saw. I went for dinner at the Zen Restaurant in Nyarutarama with some delegate friends and we were impressed by the service around the Teppanyaki experience. The chef cooked in front of us on propane-heated flat surface grills, giving us a laughter-filled evening with his ‘magician’ tricks while cooking. In all, I would like to specifically appreciate the hard work of all those who made this conference a success. You have all contributed in selling Rwanda as a great destination, not only for tourism, but also for business and conferences. Let’s keep the momentum and continue to improve our service and we will be surprised by the results in the coming years. The author is a customer service consultant and the publisher of The ServiceMag