EXECUTIVE SUMMARY

Study Context

Some studies have been carried out to explore citizen perceptions and satisfaction on service delivery in Rwanda. Most specifically, those studies carried out in Local Governments (see CRC/CSC 2006, 2009) studied service delivery in Local Governments from the community perspective and highlighted some service areas that are performing poorly. However, these studies did not explore causes of inadequate service delivery from the viewpoint of the service providers. This study, therefore, serves that purpose.

Study Objectives

The main objectives of the study were:

1. To identify the service providing units in Local Governments as well as the kind of services required by local communities;

2. To determine whether there are guidelines/rules for service delivery and the degree of compliance with those rules;

3. To identify which services are poorly provided;

4. To establish the causes of poor, inadequate or lack of service provision by category of service delivered by Local Governments and highlight the gaps;

5. To make an in depth analysis and compare with issues and recommendations from the ―Rwanda Citizen Report and Community Score Cards of 2009 and the study of IPAR on ―Developing Customer service delivery Policy within the framework of services delivered by Local Governments.

6. To recommend precise actions to be implemented to improve service delivery by Local Governments, i.e. propose a plan of action.

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PDF Document - Factors affecting service delivery in local governments