CRC 2015. English

ISSN : 2307-2431 

RWANDA CITIZEN REPORT CARD SURVEY 

2015 

RWANDA GOVERNANCE BOARD (RGB) 

- Dr. Felicien USENGUMUKIZA 

- Prince KAYIGIRE 

- Esperance NSHUTIRAGUMA 

December, 2015

ISSN: 2307-2431 

Rwanda Governance Board 

Ikigo cy’Igihugu gishinzwe Imiyoborere 

Office Rwandais de la Gouvernance 

RWANDA CITIZEN REPORT CARD SURVEY 

2015 

- Dr. Félicien USENGUMUKIZA 

- Prince KAYIGIRE 

- Espérance NSHUTIRAGUMA 

December, 2015

Rwanda Governance Board (RGB) 

Zigama CSS Plaza, Remera 

P.O.Box 6819 Kigali-Rwanda 

Tel: (+250)255112023 

www.rgb.rw 

info@rgb.rw 

: @GovernanceRw 

: Rwanda Governance Board 

© Rwanda Governance Board 

December, 2015 

All rights reserved. No part of this publication may be reproduced, stored in any 

retrieval system or transmitted in any form or by any electronic means, mechanical, 

photocopying, recording or otherwise without the prior written permission by 

Rwanda Governance Board. 

A PUBLICATION OF RWANDA GOVERNANCE BOARD 

SUPPORTED BY

FOREWORD 

Rwanda Governance Board (RGB) is pleased to publish the report on the Citizen 

Report Card (CRC) Edition 2015. The CRC aims at measuring the citizens’ satisfaction 

on service delivery at local level. 

The CRC went further on exploring not only citizens’ satisfaction with the quality of 

service delivery offered by the different levels of local government but also captures 

the levels of citizen participation in the relevant programs. 

The survey specifically focused on the following thematic sectors: Agriculture and 

livestock, education, health, land, local administration, hygiene and sanitation, 

social protection, justice, respect of governance principles and trust in governance 

institutions, security, GBV and citizen participation. It finally formulated some 

recommendations to be considered for better service delivery and the enhancement of 

the citizens’ participation in local development programs’ design and implementation. 

The CRC 2015 generally registered a noteworthy progress in service delivery at local 

level compared to the previous edition as indicated by the findings; the overall citizen 

satisfaction has increased by 11.3%, from 59.8% to 71.1%, which is an indicator of 

improving service delivery in Local Government. The best performing sector is the 

respect of governance principles and trust in governance institutions, sector with 

89.6%, while the worst performing sector is the participation sector with 51.0 %. 

These findings call for more citizen engagement in participation especially in social 

programs and decision making processes. 

The Rwanda Governance Board takes this opportunity to thank all stakeholders, 

service providers and local authorities for their huge contribution to the success of this 

survey and hopes that the analytical report will meet the demand of the stakeholders 

and service providers. 

Prof. Anastase SHYAKA 

Chief Executive Officer 

Rwanda Citizen Report Card Survey 2015 

iii

ACKNOWLEDGEMENTS 

The Citizen Report Card (CRC) survey has been successfully completed with the support 

of various institutions and individuals who, at different capacities, participated in and 

contributed to the process of collection and documentation. To all of them, we are deeply 

grateful. 

On this occasion, Rwanda Governance Board (RGB) would like to thank the Government 

of Rwanda and our partner, the ONE UN, and particularly UNDP for their support. Special 

acknowledgements of gratitude go to the local government authorities for their support 

during the data collection process. 

Our sincere appreciation goes to the RGB team for their excellent operational organization 

at various stages of the CRC development: from conception of research instruments, data 

collection and analysis, report production to dissemination of findings. 

Last but not least, Rwanda Governance Board (RGB) would like to express the gratitude to 

all enumerators, field supervisors and more particularly the citizens for their time spent 

in data collection as respondents as well as key informants. Their contribution in this 

exercise was crucial to the quality and success of this report. 


v

ACRONYMS 

12 YBE : Twelve Years Basic Education 

9YBE 

AIDS 

BRD 

CIP 

CRC: 

CSPro 

DASSO 

DDP 

DHS 

e.g 

EDPRS 

EICV 

FGD 

GBV 

GoR 

HIV 

i.e 

ICT 

ISAR 

JADF 

Km 

LG 

: Nine Year Basic Education 

: Acquired Immunodeficiency Syndrome 

: Banque Rwandaise de Développement 

: Crop Intensification Program 

: Citizen Report Card 

: Census and Survey Processing System 

: District Administration Security Support Organ 

: District Development Plan 

: Demographic and Health Survey 

: Exempla gratia (For example) 

: Economic Development and Poverty Reduction Strategy 

: Enquête Intégrale sur les Conditions de Vie des ménages 

: Focus Group Discussions 

: Gender Based Violence 

: Government of Rwanda 

: Human Immunodeficiency Virus 

: Id est (This is) 

: Information and Communication Technology 

: Institut des Sciences Agronomiques du Rwanda 

: Joint Action Development Forum 

: Kilometer 

: Local Government 


vii

MAJ 

MINAGRI 

: Maison d’Accès à la Justice 

: Ministry of Agriculture and Animal Husbandry 

MINALOC : Ministry of Local Government 

MINECOFIN 

MINEDUC 

: Ministry of Finance and Economic Planning 

: Ministry of Education, Science and Technology 

MINIJUST : Ministry of Justice 

MININFRA : Ministry of Infrastructure 

MINISANTE : Ministry of Health 

MOH 

NB 

NGO 

NISR 

PTA 

RBA 

RDF 

RNRA 

RPHC 

SACCO 

SESMEC Ltd 

SPSS 

STD 

UNICEF 

VUP 

: Ministry of Health 

: Nota Bene (Well Note) 

: Non Governmental Organization 

: National Institute of Statistics of Rwanda 

: Parent Teacher Association 

: Rwanda Broadcasting Agency 

: Rwanda Defense Force 

: Natural Resources Authority 

: Rwanda Population and Housing Cencus 

: Savings Credit Cooperative 

: Social Economic Studies, Surveys, Monitoring and Evaluation Consult 

Limited 

: Statistical Package for Social Sciences 

: Sexual Transmitted Deasese 

: United Nations Children’s Fund 

: Vision 2020 Umurenge Programme 

viii Rwanda Citizen Report Card Survey 2015

TABLE OF CONTENTS 

FOREWORD ...............................................................................................................................................iii 

ACKNOWLEDGEMENTS ..............................................................................................................................v 

ACRONYMS ................................................................................................................................................ vii 

TABLE OF CONTENTS ............................................................................................................................... ix 

LIST OF TABLES........................................................................................................................................ xii 

LIST OF FIGURES.....................................................................................................................................xiii 

LIST OF MAPS .......................................................................................................................................... xvi 

EXECUTIVE SUMMARY ......................................................................................................................... xvii 

CHAPTER 1 : INTRODUCTION ...................................................................................................................1 

1.1 BACKGROUND ...................................................................................................................1 

1.1.1 Rwanda Governance Board (RGB): Overview .......................................................1 

1.1.2 Objectives of the survey .........................................................................................1 

1.2 Methodology ......................................................................................................................2 

1.2.1 Target population and Sampling ............................................................................2 

1.2.1.1 Sample design procedures ..........................................................................5 

1.2.2 Data quality .............................................................................................................7 

1.2.2.1 Sampling error .............................................................................................7 

1.2.2.2 Non-sampling error .....................................................................................8 

1.2.2.3 Quality assurance ........................................................................................8 

1.2.3 Qualitative data collection.......................................................................................9 

1.2.3.1 Results and discussion ..............................................................................11 

1.2.4 Tools .......................................................................................................................11 

1.2.4.1 Questionnaire, manual, tabulation and analysis plan .............................11 

1.2.4.2 Scoring and grading ...................................................................................11 

1.2.4.3 Interviews ..................................................................................................12 

1.2.4.4 Pilot survey ................................................................................................12 

1.2.5 Staffing and quality control ...................................................................................12 

1.2.6 Data collection .......................................................................................................12 

1.2.6.1 Data processing .........................................................................................14 

1.2.6.2 Tabulation and analysis plans ...................................................................14 

1.3 Characteristics of Survey Respondents ...........................................................................14 


ix

CHAPTER 2 : SERVICE DELIVERY IN THE EDUCATION SECTOR.................................................19 

2.1. Background ...................................................................................................................19 

2.2. Findings in education ....................................................................................................19 

2.2.1 Level of satisfaction with delivery of education services ....................................19 

2.2.2 Level of satisfaction with some education services ............................................22 

2.2.3 The availability of nursery school ........................................................................23 

2.2.4 Access to education facilities.................................................................................24 

2.3. Conclusions and Recommendations..............................................................................27 

CHAPTER 3 : SERVICE DELIVERY IN AGRICULTURE AND LIVESTOCK ........................................28 

3.1. Background ..................................................................................................................28 

3.2. Findings in agriculture service delivery ......................................................................28 

3.2.1 Level of satisfaction with service delivery in Agriculture ...................................28 

3.3. Findings in livestock service delivery ..........................................................................32 

3.4. Conclusions and Recommendations ............................................................................36 

CHAPTER 4 : SERVICE DELIVERY IN THE LOCAL GOVERNMENT ..............................................37 

4.1. Background ..................................................................................................................37 

4.2. Findings in the local government.................................................................................38 

4.2.1 Overall satisfaction of services rendered by local government .......................39 

4.2.2 Citizen’s satisfaction of Local Government services according to gender ......40 

4.2.3 Citizen’s satisfaction with some activities of Local Government .....................41 

4.2.4 Level of satisfaction with LG leaders’ service delivery ....................................42 

4.2.5 Citizen perception on existence of Injustice, corruption, favoritism and 

divisionism in Local Government .......................................................................43 

4.2.6 Citizen’s awareness on Council ..........................................................................45 

4.2.7 Citizen satisfaction with District, Sector, Cell and counselors .........................46 

4.3. Conclusion and Recommendations .............................................................................47 

CHAPTER 5: SERVICE DELIVERY IN THE JUSTICE SECTOR .......................................................49 

5.1. Background ..................................................................................................................49 

5.2. Findings.........................................................................................................................49 

5.2.1 Satisfaction with service delivery in Justice Sector ..........................................49 


CHAPTER 6: GOVERNANCE AND SOCIAL COHESION................................................................58 

6.1. Background ..................................................................................................................58 

6.2. Findings in the respect of governance principles and trust in governance 

institutions ..................................................................................................................58 

x Rwanda Citizen Report Card Survey 2015


CHAPTER 7 : SERVICE DELIVERY IN THE HEALTH SECTOR ......................................................70 

7.1. Background ..................................................................................................................70 

7.2. Findings ........................................................................................................................70 

7.2.1 Satisfaction with health services........................................................................70 

7.2.2 Satisfaction with health services by gender .....................................................73 

7.2.3 Citizens’ satisfaction in some health activities .................................................73 

7.2.4 Perception of health facilities ............................................................................74 

7.2.5 Access to health facilities....................................................................................75 

7.2.6The health insurance used ..................................................................................76 

7.3.Conclusion and recommendations ...............................................................................77 

CHAP 8. SERVICE DELIVERY IN HYGIENE AND SANITATION SECTOR ........................................78 

8.1. Background ..................................................................................................................78 

8.2. Findings ........................................................................................................................78 

8.2.1 Satisfaction with service delivery in the hygiene and sanitation sector .........79 

8.2.2 Satisfaction with Hygiene and Sanitation by gender .......................................80 

8.2.3 Citizen satisfaction with hygiene and sanitation in some places ....................81 

8.2.4 Perception on causes of lack of hygiene ............................................................81 

8.2.5 Perception of predominant diseases .................................................................82 

8.2.6 Perception on causes of Malaria ........................................................................83 

8.3. Conclusions and Recommendations ..........................................................................84 

CHAPTER 9: SERVICE DELIVERY IN THE CITIZENS’ SOCIO-ECONOMIC WELFARE SECTOR.........85 

9.1.Background ...................................................................................................................85 

9.2. Findings in the socio-economic welfare sector ...........................................................85 

9.2.1 Satisfaction with socio-economic welfare services .................................................88 

9.3. Conclusion and recommendations ..............................................................................93 

CHAPTER 10: SERVICE DELIVERY IN THE LAND SECTOR.........................................................94 

10.1. Background .................................................................................................................94 

10.2. Findings ......................................................................................................................94 

10.2.1 Satisfaction with land services .............................................................................96 

10.3. Conclusions and Recommendations ..........................................................................99 

CHAPTER 11: SECURITY .....................................................................................................100 

11.1. Background ...............................................................................................................100 

11.2. Findings ....................................................................................................................100 

11.3. Main conclusion and recommendations...................................................................105 


xi

CHAP 12. SERVICE DELIVERY IN GBV AND OTHER COMMON VIOLENCE .................................106 

12.1. Background ...............................................................................................................106 

12.2. Findings ....................................................................................................................106 

CHAPTER 13: CITIZEN SATISFACTION WITH THEIR PARTICIPATION .....................................111 

13.1. Background ............................................................................................ ...................111 

13.2. Findings ....................................................................................................................111 

13.3. Conclusion and recommendations...........................................................................114 

GENERAL CONCLUSION AND RECOMMENDATIONS ...............................................................116 

APPENDIX 1: LIST OF DOCUMENTS REVIEWED ....................................................................120 

APPENDIX 2: LIST OF PEOPLE CONSULTED ..........................................................................120 

APPENDIX 3: CRC 2014 - 2015 QUESTIONNAIRE ..................................................................121 

LIST OF TABLES 

Table 1: Distribution of households and sampled villages visited .........................................................4 

Table 2: FGD to be conducted ................................................................................................................................9 

Table 3: Distribution of staff for coordination, supervision and data collection .........................13 

Table 4: Distribution of respondents sampled by gender and district ..............................................15 

Table 5: The distance covered to attend the school by district.............................................................25 

Table 6: Summary of findings in agricultural sector by districts (net satisfaction) ..................31 

Table 7: Summary of findings variables/districts (net satisfaction) .................................................35 

Table 8: Perception of health facilities ...........................................................................................................74 

Table 9: Net satisfaction with service delivery in social welfare protection programs 

per district ..................................................................................................................................................92 

xii Rwanda Citizen Report Card Survey 2015

LIST OF FIGURES 

Figure 1: Respondents by gender ......................................................................................................................16 

Figure 2: The respondents according to age group ..................................................................................16 

Figure 3: Age-pyramid of respondents ...........................................................................................................17 

Figure 4: The respondents according to employment status ................................................................18 

Figure 5: The respondents according to ubudehe category...................................................................18 

Figure 6: Overall Level of satisfaction with education services ...........................................................21 

Figure 7: Overall satisfaction with education services by gender ......................................................22 

Figure 8: Citizen’s satisfaction in some activities in the education sector ......................................23 

Figure 9: The presence of nursery school ......................................................................................................24 

Figure 10:.Distance traveled to get to school...............................................................................................25 

Figure 11: Satisfaction with service delivery in Agriculture .................................................................28 

Figure 12: Satisfaction with agricultural services by gender .............................................................29 

Figure 13: Citizen’s satisfaction in agricultural services .......................................................................30 

Figure 14: Satisfaction with service delivery in Livestock......................................................................32 

Figure 15: Service delivery satisfaction in Livestock by gender ..........................................................33 

Figure 16: Satisfaction with service delivery in some Livestock activities .....................................34 

Figure 17: Overall satisfaction of services rendered by local government .....................................39 

Figure 18: General Citizen’s satisfaction of LG services according to gender ...............................40 

Figure 19: Citizen’s satisfaction with some activities of Local Government ..................................41 

Figure 20: Level of satisfaction with the performance of LG leaders ................................................42 

Figure 21: Citizen’s perception on existence of Injustice, corruption, favoritism and 

divisionism in Local Government ................................................................................................44 

Figure 22: Citizen’s awareness on Council ....................................................................................................46 

Figure 23: Citizen’s satisfaction with counsellors at district, sector and cell level .....................47 

Figure 24: Overall satisfaction with Justice Sector ...................................................................................51 

Figure 25: Satisfaction with Justice Sector by gender .............................................................................51 


xiii

Figure 26: Citizen Satisfaction in some justice services ..........................................................................52 

Figure 27: Citizen’s perception on existence of Injustice, corruption, favoritism and 

divisionism in Justice Sector sorted per District....................................................................54 

Figure 29: Personal experience with Injustice, Corruption, Favoritism and Divisionism ........55 

Figure 30: Satisfaction with respect of governance principles and trust in governance 

institutions ............................................................................................................................................60 

Figure 31: Satisfaction with respect of governance principles and trust in governance 

institutions by gender ......................................................................................................................60 

Figure 32: Citizens satisfaction with some governance principles ....................................................61 

Figure 33: Citizen’s trust in Governance institutions................................................................................62 

Figure 34: Citizen’s perception on governance institutions in promoting good governance 

and social cohesion ...........................................................................................................................63 

Figure 35: Citizen’s perception on how leaders upholding unity and reconciliation ................64 

Figure 36: Perception on independence among justice institutions ..................................................65 

Figure 37: Citizens awareness of the Rwandanness .................................................................................65 

Figure 38: Satisfaction with access to information ..................................................................................66 

Figure 39: Channels to get information on government programs ...................................................66 

Figure 40: Perception on independence of journalists ............................................................................67 

Figure 41: Overall satisfaction with health services ................................................................................72 

Figure 42: Satisfaction with health services by gender............................................................................73 

Figure 43: Citizens’ satisfaction in some activities ...................................................................................74 

Figure 44: Distance traveled to reach the nearest health facility ......................................................76 

Figure 45 : The health insurance used ............................................................................................................76 

Figure 46: Satisfaction with Hygiene and Sanitation ..............................................................................80 

Figure 47 : Satisfaction with Hygiene and Sanitation dissagregated by Gender .........................80 

Figure 48: Citizen’s satisfaction with hygiene and sanitation in some places ..............................81 

Figure 49 : Perception on causes of lack of hygiene .................................................................................82 

Figure 50 : Perception of the predominant diseases ................................................................................82 

xiv Rwanda Citizen Report Card Survey 2015

Figure 51 : perception on causes of malaria.................................................................................................83 

Figure 52: Adherence to the social protection program .........................................................................88 

Figure 53: Satisfaction with service delivery in social welfare services and programs ............88 

Figure 54: Satisfaction with service delivery in social welfare services and programs 

by gender ...............................................................................................................................................89 

Figure 55: Citizen’s satisfaction with service delivery in social welfare services and 

programs in some activities...........................................................................................................90 

Figure 56: Causes of poor implementation of social economic welfare programs .....................92 

Figure 57: Overall Satisfaction with land sector .......................................................................................96 

Figure 58: Satisfaction with land services by gender ..............................................................................97 

Figure 59: Satisfaction with some land services.........................................................................................98 

Figure 60: Satisfaction with service delivery in Security..................................................................... 101 

Figure 61: Satisfaction with service delivery in Security by gender ............................................... 102 

Figure 62: Citizens’ trust in security organs.............................................................................................. 103 

Figure 63: Satisfaction with security at different levels ...................................................................... 104 

Figure 64: Satisfaction with service delivery in GBV matters/issues ............................................. 107 

Figure 65: Satisfaction with service delivery in GBV matters/issues ............................................. 108 

Figure 66: Citizen’s perception on non existence of GBV matters .................................................. 108 

Figure 67: Existence of Gender violence committed .............................................................................. 109 

Figure 68: Existance of Gender Based Violence........................................................................................ 109 

Figure 69: Overall Satisfaction of citizens with their participation ............................................... 112 

Figure 70: Overall Satisfaction of citizens with their participation per gender ....................... 113 

Figure 71: Citizen’s perception on their participation in some activities..................................... 113 


xv

LIST OF MAPS 

MAP 1: Representation of Imidugudu sampled countrywide on Rwanda map ........................5 

MAP 2: Level of satisfaction with delivery of education services ............................................20 

Map 3: Satisfaction of services rendered by local government ...............................................38 

Map 4: Satisfaction with Justice Sector by district ..................................................................50 

Map 5: Satisfaction with governance services by district.........................................................59 

MAP 6: Illustration of the level of satisfaction of health services on a map ............................71 

Map 7: Satisfaction with hygiene and sanitation services by District .....................................79 

Map 8: Satisfaction with service delivery in socio – economic welfare by District .................87 

Map 9: Satisfaction with land services by District ...................................................................95 

Map 10: Satisfaction with service delivery in Security ..........................................................101 

Map 11: Satisfaction with service delivery in GBV matters/issues .......................................106 

Map 12: Satisfaction of citizens with their participation ......................................................111 

xvi Rwanda Citizen Report Card Survey 2015

EXECUTIVE SUMMARY 

The government of Rwanda established a policy in order to improve efficiency 

and effectiveness of public service delivery, one of the pillars of Rwanda’s Vision 

2020. The Rwanda Governance Board (RGB) conducted the Citizen Report Card 

(CRC) 2015 survey as a tool to measure the level of satisfaction of the citizens with 

services delivered by public institutions. Its purpose is to provide the feedback from 

beneficiaries on the quality and accuracy of services rendered to them by public 

institutions at the grassroots level. 

The Citizen Report Card 2015 survey covered the domains of education, agriculture 

and livestock, local government services, justice, governance issues, health, hygiene 

and sanitation, social welfare, land, security, GBV and other common based violence 

and citizen participation. In this survey, 11,013 heads of households or other 

household members aged above 18 years were visited in all Districts of Rwanda. 

Among the respondents, 54.5% were female and 45.5% were male. Regarding the 

age, more than the half of the respondents (53.7%) belongs to the age group between 

21 and 40 years. 

The overall net satisfaction rate of citizens for considered sectors is 71.1%. This shows 

an improvement compared to the CRC 2014 findings in which the overall satisfaction 

was 55%. A summary of the ratings of all sectors (note that net satisfaction is the 

accumulation of satisfied and very satisfied) is below: 

1. Education : 63.4% 

2. Agriculture and livestock : 56.4% 

3. Local Government : 74.3% 

4. Justice : 76.7% 

5. Respect of governance principles and 

trust in governance institutions : 89.4% 

6. Health : 77.4% 

7. Hygiene and sanitation : 64.8% 

8. Social welfare : 62.2% 

9. Land : 64.7% 

10. Security : 86.5% 

11. GBV and other common based violence : 86.9% 

12. Citizens’ participation : 51.0% 


xvii

Findings on the education sector 

The citizens’ overall level of satisfaction with education services at the national level 

was 63.4%, where 52.7% of respondents declared to be satisfied with education 

services and 10.7% very satisfied. The net dissatisfaction stood at 32.2% which 

included 20.9% who were not satisfied and 11.3% not satisfied at all. 

Given the above findings, the following recommendations were made: 

- The Government through the Ministry of Education should increase effort to 

harmonize programs (curricula) and ensure consistency. 

- The Government should provide incentives and frequent trainings for teachers; 

- The Government should scale up school feeding programs , to reduce the rate 

of school dropouts and make formal education more accessible to the poor; 

- The Government should provide more school equipments and scholastic 

materials where they are most needed in order to improve the quality of 

education. 

Findings on Agriculture and Livestock sector 

The survey revealed that the level of satisfaction with agriculture and livestock 

services at the national level was 54.6% whereby 47.1% of the respondents declared 

to be satisfied with agriculture and livestock services and 9.3% of the respondents 

very satisfied. 30.3% of the respondents were not satisfied which included 21.8% 

who were not satisfied and 8.5% not satisfied at all. In light of the above findings, the 

recommendations below were made: 

- The Government should enforce monitoring and evaluation of Agriculture and 

Livestock programs for better improvement of the sector; 

- The provision of enough pesticides for crop diseases, as well as enough drugs 

for the treatment of livestock is needed; 

- The selection of suitable crops for any area should be carried out with the 

citizens’ participation. 

- The storage facilities should be constructed if possible by the Districts to help 

farmers improve the storage and handling of their produce. 

- The manure should be availed to farmer on time and the government should 

subsidise it so that it may be affordable for citizens. 

- Synergy among institutions in order to channel agricultural products to the 

market. 

xviii Rwanda Citizen Report Card Survey 2015

Findings on Local Government services 

The results from the survey show that the level of satisfaction with local government 

services at the national level was 74.3% this included 57.9% of the respondents who 

were satisfied with local government services and 16.4% of the respondents who 

were very satisfied. The net dissatisfaction was 9.9% whereby 7.8% were not satisfied 

and 2.1% were not satisfied at all. 

From the findings of the survey, the recommendations were made as follows: 

- The Province should facilitate local leaders to get transport so that they are 

able to reach out to the citizens, especially in places where there are urgent 

issues and there is need of the attention of a leader; 

- MINALOC should put in place feedback mechanisms like: toll free numbers, 

information sharing, and sensitization about national programs and ongoing 

activities so as to ensure ownership, 

- Corruption of any kind should be mitigated since it was highlighted as one of 

the key LG issues, mostly at Village level where leaders ask for a bribe in the 

name of not being paid a salary. This can be done through the establishment 

of mechanisms to apprehend the corrupted leaders. 

Findings on Justice Sector 

The overall citizens’ level of satisfaction with justice services at the national level was 

76.7%. Close to 8 in 10 (7.8%) of respondents were very satisfied and 68.9% of the 

respondents were satisfied. The net dissatisfaction is 10.0% with 4.8% who were not 

satisfied and 5.2% that were not satisfied at all. 

From findings on the justice sector, the recommendations are made as follow: 

- To the MINIJUST, it is crucial to reduce the court fee, as to cater for the poor, 

- MINIJUST, to help LG in speeding up the execution of courts decisions, 

- MINIJUST, to provide the trainings to the mediators, especially on new laws as 

to keep them updated; 

- It is important for MAJ to work with the sector officials, to reach out to the 

people more often, rather than waiting for people to come at the District, and 

to decentralise MAJ services at the courts in order to help people to easily 

access their services 

Findings on Governance and Social cohesion 

According to the results from the survey, it is shown that the overall level of satisfaction 

with governance and social cohesion matters at the national level is 89.4% where 

59.3% of respondents declared to be satisfied with governance and social cohesion 


xix

matters and 30.1% of respondents were very satisfied. The net dissatisfaction stands 

at 8.2% where 6.4% were not satisfied and 1.8% were not satisfied at all. 

The citizens therefore recommended the following: 

- Increasing the number of qualified local staffs where possible and provide 

trainings to improve their performance; 

- Avail transport facilitation to the local leaders at sector and cell level as to 

allow them to solve citizens complaints in a timely manner; 

- Increase the budget allocated to the sector and cell levels in order to help them 

perform their tasks and responsibilities 

Findings on Health sector 

The findings reveal that the overall satisfaction with services provided by the health sector 

is 77.4% where 57.3% of the respondents declared to be satisfied and 20.1% very satisfied. 

The net dissatisfaction is 17.4% where 13.4% were not satisfied and 4.0% not satisfied at all. 

Concluding from the findings of this study, it is recommended to: 

- Improve the infrastructure of health facilities (e.g. rooms, laboratory…); 

- Increase the list of medicine to the Mutuelle de santé insurance as they do to 

RSSB insurance; 

- Increase the number of medical personnel at health centers and health posts 

and build their capacity through trainings; 

- Lift up the sensitization of the citizens on preventive and reproductive health. 

- Increase the health transportation means like ambulances at Health centers 

and posts. 

Findings on Hygiene and Sanitation 

The findings from the study show that the overall satisfaction with the hygiene and 

sanitation service delivery is 64.8% where 54.3% of the respondents were satisfied 

and 10.5% were very satisfied. The net dissatisfaction was close to 30% (30.7%) 

where 27.4% of the respondents were not satisfied and 3.3% were not satisfied at all. 

The recommendations are made as following : 

- Improve the infrastructure of hygiene and sanitation (e.g. water tap, …); 

- Provide water supply; 

- Increase the sensitization of the citizens on improving hygiene and sanitation; 

- Advise the Ministry of health and RDB, to regulary monitor the hygiene 

and sanitation in hotels and restaurants and take appropriate measures for 

improvements. 

xx Rwanda Citizen Report Card Survey 2015

Findings on Social/Economic Welfare Sector 

The CRC 2015 results show that the citizens’ overall level of satisfaction with 

social economic welfare services at the national level is 62.2% where 48.9% of the 

respondents declared to be satisfied with social economic welfare services and 13.3% 

of the respondents were very satisfied. The net dissatisfaction on this sector is 24.9% 

where 18.1% were not satisfied and 6.8% were not satisfied at all. 

The recommendations are as follows: 

- Citizens should be fully involved in the process of Ubudehe categorization 

because they know better who deserve to belong in which category. There 

should be a systematic follow up of the implementation of social protection 

programs in order to avoid the misuse of government support; 

- Citizens should not always rely on government support but rather take it as a 

measure to help only the more vulnerable; 

Findings on Land sector 

Regarding the service delivery in land services, the citizens’ overall level of satisfaction 

with land services at the national level is 64.7% where 50.6% of the respondents 

declared to be satisfied with land services and 14.1% of the respondents were very 

satisfied. The net dissatisfaction on land service was 17.7% where 13.0% were not 

satisfied and 4.7% were not satisfied at all. 

Concluding from the findings of this study, it is recommended: 

- To decentralize the land registrar services at the sector level to help people to 

easily access the land services; 

- To sensitize citizens on land laws and any other matters related to land; 

- To provide timely compensation on expropriation process. 

Findings on Security sector 

The CRC 2015 results reveal that level of satisfaction with security services at the 

national level is 86.5% where 42.0% of the respondents declared to be satisfied with 

security services and 44.5% of the respondentsdeclared to be very satisfied. The net 

dissatisfaction of respondents in this sector was 9.4% where 7.1% were not satisfied 

and 2.3% were not satisfied at all. 

From the findings of this study, recommended is the following: 

- Consistent sensitization of citizens on ensuring their security and to understand 

that they have a leading role to play in their security and the security of the 

whole country in general; 

- The security organs at the local level should be strengthened, andtheir capacity 


xxi

should be built to do their work efficiently; 

- Provide assistance to set up artisanal and other informal training centers to 

absorb the street boys, school dropouts and jobless youths, which could also 

provide opportunities for other citizens to learn and acquire employable skills; 

- Bring DASSO to the cell level 

Findings on citizens’ participation 

The results of CRC 2015 survey revealed that the overall satisfaction of the citizens’ 

participation is 51.0% where 36.5% of the respondents declared their participation 

to be big and 14.5% of the respondents declared their participation to be very big. 

The net dissatisfaction of respondents on their participation was 41.3% where 11.2% 

of the respondents declared their participation to be little and 30.1% to be none. 

From the findings, the recommendations are made as follows : 

- The citizens’ participation should be increased; 

- The awareness of the citizens in decision making should be encouraged; 

- Improve the role of counsellors at each level in informing citizens they 

represent in decision making organs; 

- Provide regular feedback to the citizens; 

- Citizens should turn up for the OPEN DAY meetings; 

- Maintain the awareness and enlightenment campaign strategy. 

xxii Rwanda Citizen Report Card Survey 2015

Summary of CRC 2015 (Net satisfaction per District in all sectors) 

Global mean 

Participation 

Educated 

Justice 

Land 

Agriculture 

Social 

protection 

GBV and 

other CBV 

Hygiene & 

Sanitation 

Health 

Governance 

LG 

Security 

Sector 

District 

Nyarugenge 84.4% 74.0% 91.6% 67.3% 63.4% 88.7% 38.9% 51.0% 53.6% 73.6% 64.3% 49.7% 66.7% 

Gasabo 83.4% 72.8% 93.1% 71.7% 70.1% 91.9% 41.2% 42.6% 51.0% 77.4% 70.6% 44.6% 67.5% 

Kicukiro 85.0% 77.4% 94.2% 69.7% 76.8% 94.0% 36.5% 60.3% 54.4% 70.3% 77.2% 39.9% 69.6% 

Nyanza 94.0% 80.0% 94.0% 75.9% 73.8% 86.2% 69.8% 73.0% 73.1% 75.1% 63.1% 59.9% 76.5% 

Gisagara 94.3% 76.1% 93.6% 78.9% 63.3% 88.1% 59.4% 66.1% 72.9% 78.7% 58.2% 44.9% 72.9% 

Nyaruguru 85.2% 64.3% 85.5% 83.1% 55.2% 82.1% 58.4% 51.1% 65.8% 68.7% 67.6% 45.3% 67.7% 

Huye 89.0% 77.4% 95.5% 78.5% 64.4% 84.5% 59.3% 65.5% 63.4% 79.7% 54.1% 50.5% 71.8% 

Nyamagabe 88.5% 64.4% 82.5% 82.2% 58.8% 87.6% 54.4% 36.7% 74.3% 71.1% 51.3% 40.9% 66.1% 

Ruhango 85.0% 76.3% 96.0% 82.3% 64.6% 87.9% 63.0% 54.8% 73.3% 83.6% 53.7% 46.0% 72.2% 

Muhanga 80.7% 78.8% 84.2% 77.7% 66.3% 88.6% 77.2% 57.9% 70.2% 82.0% 60.5% 53.6% 73.1% 

Kamonyi 83.8% 78.8% 95.5% 80.9% 69.1% 90.3% 77.1% 63.8% 72.1% 83.3% 70.4% 53.2% 76.5% 

Karongi 93.1% 66.0% 74.5% 73.1% 55.1% 85.4% 63.6% 55.0% 69.0% 68.7% 52.7% 52.9% 67.4% 

Rutsiro 78.5% 73.2% 79.0% 75.8% 64.6% 89.0% 68.8% 62.0% 71.5% 77.7% 58.6% 66.1% 72.1% 

Rubavu 95.9% 75.2% 91.5% 74.1% 67.8% 89.4% 57.1% 36.0% 68.3% 73.0% 78.8% 46.2% 71.1% 

Nyabihu 84.8% 77.9% 93.8% 87.4% 54.6% 90.6% 64.4% 61.9% 68.0% 83.3% 56.9% 49.4% 72.7% 

Ngororero 90.0% 74.2% 89.4% 86.1% 59.2% 87.4% 68.1% 50.9% 69.4% 79.2% 47.9% 45.6% 70.6% 

Rusizi 88.7% 75.6% 86.1% 70.7% 64.7% 92.4% 49.7% 54.6% 50.1% 73.9% 67.3% 39.7% 67.8% 

Nyamasheke 88.4% 78.2% 87.2% 74.3% 65.6% 91.2% 60.4% 61.8% 59.3% 77.8% 59.6% 48.4% 71.0% 

Rulindo 91.3% 77.4% 90.2% 83.2% 63.3% 90.0% 67.9% 55.6% 64.9% 80.4% 63.9% 43.7% 72.6% 

Gakenke 86.1% 75.2% 91.6% 85.1% 68.1% 79.3% 73.3% 70.2% 70.0% 84.9% 67.3% 39.6% 74.2% 

Musanze 86.3% 73.5% 92.4% 75.4% 55.0% 78.7% 60.0% 56.0% 64.0% 77.5% 69.2% 41.3% 69.1% 

Burera 86.4% 81.9% 97.4% 82.8% 61.3% 84.6% 73.6% 55.1% 61.8% 77.3% 70.0% 72.6% 75.4% 

Gicumbi 82.3% 75.4% 86.9% 77.7% 57.5% 78.8% 62.4% 52.1% 71.0% 78.1% 62.9% 71.7% 71.4% 

Rwamagana 92.5% 73.0% 88.3% 68.6% 61.2% 87.5% 64.2% 54.8% 55.2% 68.9% 67.9% 61.1% 70.3% 

Nyagatare 83.7% 72.9% 88.0% 78.1% 70.2% 86.4% 62.5% 51.2% 62.6% 72.6% 71.2% 57.4% 71.4% 

Gatsibo 79.8% 72.8% 92.6% 82.1% 78.7% 78.9% 74.6% 60.0% 67.3% 81.6% 66.6% 56.8% 74.3% 

Kayonza 85.2% 63.2% 82.0% 60.6% 48.5% 80.1% 46.6% 38.6% 41.3% 69.9% 50.7% 49.0% 59.6% 

Kirehe 78.4% 75.8% 93.0% 86.8% 81.8% 88.4% 70.9% 69.0% 74.5% 78.7% 70.5% 57.0% 77.1% 

Ngoma 85.3% 80.9% 93.2% 85.1% 84.7% 91.5% 79.6% 71.9% 77.6% 82.3% 76.8% 51.2% 80.0% 

Bugesera 84.6% 66.4% 83.3% 63.2% 53.4% 92.0% 53.2% 42.6% 47.5% 68.6% 54.6% 44.6% 62.8% 

Total 86.5% 74.3% 89.4% 77.4% 64.8% 86.9% 62.2% 56.4% 64.7% 76.7% 63.4% 51.0% 71.1% 


xxiii

CHAPTER 1: INTRODUCTION 

1.1 BACKGROUND 

1.1.1 Rwanda Governance Board (RGB): Overview 

The Government of Rwanda through the Rwanda Governance Board (RGB) is for 

the fourth time conducting the Citizen Report Card (CRC) for the year 2015. The 

main aim of the CRC is to gather citizens’ views/satisfaction about the performance 

of public services and to hold service providers accountable for poverty reduction 

and sustainable development. The RGB is a national institution with a mandate of 

promoting and monitoring good governance in political, public, corporate and civic 

domains in Rwanda. It is along those lines, that through research and assessment, 

advisory services, policy dialogues, networking, and civil society promotion, RGB 

seeks to help achieve institutional accountability, sustainable development, and 

prosperity in Rwanda. Consequently, the RGB carried out the Citizen Report Card 

2015 survey, to evaluate key basic social services country wide. 

Notably, the CRC contributed to the updated knowledge about the country’s four 

pillars of governance: Economy, Justice, Social Affairs and Security. All relevant sectors 

were covered in order to see what is happening in line of achieving good service 

delivery, sustainable development and prosperity. CRC findings work as a mechanism 

where the citizens participate in evaluating the local authorities on service delivery 

in different sectors. It is in this context that the CRC was carried out at District level 

as it was the case for CRC 2014 Edition and it focused on all relevant sectors used in 

assessing the implementation of imihigo. 

1.1.2 Objectives of the survey 

The general objective of the survey was to get feedback from individuals and 

communities on the quality of service received and the performance of service 

providers in public sectors. The survey intended to provide the quantitative 

assessment of the quality of service in each District and qualitative appreciation 

of opinion leaders putting into consideration all the above mentioned government 

clusters. 

Specifically, this survey achieved the following objectives: 

- To obtain responses from a selected sample of areas to be piloted for predesigned 

questionnaires. 

- To assess, based on community perceptions, the efficiency and effectiveness 


1

with which services are being delivered at the grassroots level. 

- To ascertain the extent of public accountability of authorities to citizens. 

- To generate a useful and relevant set of recommendations from responses 

and discussions with selected members of sampled communities via 

questionnaires. 

- To use the feedback obtained from citizens as a tool for recommending remedial 

actions to the concerned government institutions and public authorities. 

- To acquaint the local citizenry with the responsibility to be proactive in 

decision making on issues that concern their daily livelihood and community 

development. 

- Making a comparative analysis as far as service delivery is concerned within 

the country and even regionally especially where these tools have been used 

or similar studies have been conducted. 

1.2 METHODOLOGY 

A desk review was conducted on the topic “Access to Services in Rwanda” to identify 

the national standards and norms, methodologies, techniques and figures on the level 

of access to services. A number of key government documents were consulted, these 

include: Appendix 1 « List of documents reviewed » and appendix 2 « List of people 

consulted ». 

In order to collect data on access to services at the household level, a householdquestionnaire 

was developed based on indicators selected according to the survey 

objectives. The questionnaire was administered to heads/ members of households 

aged 18 years and above to get feedback on service delivery in the sectors of education, 

agriculture and livestock, local administration, justice, health, hygiene and sanitation, 

social economic welfare, land, governance and social cohesion, security, GBV and 

other common based violence and citizen participation. A sampling methodology was 

used to determine the sample size of households to be surveyed at the village level. 

In our case a random selection was used to allocate villages and systematic sampling 

approach was used in the selection of households in the village. 

1.2.1 Target population and Sampling 

The target population for the survey was all Rwandan citizens aged 18 years and 

above (and their households), living in private dwellings during the interviewing 

period from the 18 th May to 07 th June 2015. The sampling frame for the household’s 

survey “Rwanda Citizen Report Card” was based on data from MINALOC and NISR 

2 Rwanda Citizen Report Card Survey 2015

on the structure of the villages (imidugudu) in Rwanda. It was made up by the 

administrative entities, each assigned with the number of households. The sample 

size was determined using the formula hereafter: 

Where 

n = the size minimum of the sample 

N: is the population size, the official census of 2012 is 10,515,973 inhabitants 1 

Z = the value that specifies the level of confidence you want in your confidence interval 

when you analyze your data. Typical levels of confidence for surveys are 95%, in 

which case z is set to (1.96).

Table 1: Distribution of households and sampled villages visited 

PROVINCE DISTRICT SECTOR CELL VILLAGE 

Sampled 

H/hs in 

District 

Sampled 

villages in 

District 

Umujyi wa Kigali Gasabo 15 73 494 360 24 

Kicukiro 10 41 327 240 16 

Nyarugenge 10 47 355 270 18 

TOTAL 35 161 1176 870 58 

Amajyepfo Gisagara 13 59 524 392 26 

Huye 14 77 508 378 25 

Kamonyi 12 59 317 240 16 

Muhanga 12 63 331 240 16 

Nyamagabe 17 92 536 405 27 

Nyanza 10 51 420 315 21 

Nyaruguru 14 72 332 241 16 

Ruhango 9 59 533 391 26 

TOTAL 101 532 3,501 2602 173 

Amajyaruguru Burera 17 69 571 420 28 

Gakenke 19 97 617 465 31 

Gicumbi 21 109 630 465 31 

Musanze 15 68 432 315 21 

Rulindo 17 71 494 360 24 

TOTAL 89 414 2,744 2025 135 

Iburasirazuba Bugesera 15 72 581 439 29 

Gatsibo 14 69 603 451 30 

Kayonza 12 50 421 315 21 

Kirehe 12 60 612 450 30 

Ngoma 14 64 473 345 23 

Nyagatare 14 106 628 467 31 

Rwamagana 14 82 474 345 23 

TOTAL 95 503 3,792 2812 187 

Iburengerazuba Karongi 13 88 538 407 27 

Ngororero 13 73 419 315 21 

Nyabihu 12 73 473 345 23 

Nyamasheke 15 68 588 437 29 

Rubavu 12 80 525 390 26 

Rusizi 18 94 596 450 30 

Rutsiro 13 62 485 360 24 

TOTAL 96 538 3,624 2704 180 

TOTAL 30 416 2,148 14,837 11013 733 

Source: RGB-CRC 2015 Survey primary data 


The survey was conducted in 733 villages located at the Rwanda mapas follow: 

MAP 1: Representation of Imidugudu sampled countrywide on Rwanda map 


As indicated on the map above, all the country was covered and the results can be generalized 

to the Rwandan population. 2 

1.2.1.1 Sample design procedures 

The sample was selected in two stages: at area (village / umudugudu) and household 

level. At the village level, villages were selected randomly using SPSS software. At 

the household level, the sampling rates were determined separately for each stratum 

(village), and sample units (households) were systematically selected with a random 

starting number in each stratum. 

Note that the systematic sampling scans the entire sample frame (list of individuals in 

the population) to enable a good spatial distribution of the sample across the national 

2. RDHS 2014 – 15 covered 12,699 households, see Rwanda Demographic and Health Survey 2014 – 15, Keys 

Indicators, NISR July 2015, p.7 


5

territory. In each village sampled at the first level, the households were listed in order 

to systematically draw 15 households at the second level. Then, the head/member of 

the household above 18 years responded to the questionnaire. 

In the first stage, the Primary Survey Units (villages / imidugudu) were selected 

randomly using the SPSS software from the NISR database of all villages. 

In the second stage, the systematic selection of households followed this procedure: 

1) The list of all households was provided for each village with the total number of 

households; 

2) The numbers were summed up to obtain a final number equal to the total 

households in the stratum; 

3) In each stratum, the sample units were selected systematically, using the interval 

of selection (I h 

= Total number of households / units to be surveyed) and random 

seed (Rh) obtained by multiplying the selected interval by a random number 

between 0 and 1. 

Thus, the first sample unit was identified by the random starting point; the second 

sample unit corresponded to the random starting point plus the assigned step. The 

following sample units were identified by adding multiple consecutive interval steps 

to the cumulative sum, until the sample size is reached. In general, the i th sample unit 

(S hi 

) in stratum h can was selected as follows: 

S hi 

= R h 

+ (i-1)I h 

for i=1,2,….,n h 

Where : 

S hi 

= number selected for the i th sample unit in stratum h 

R h 

= random selected for stratum h; 

I h 

= Interval Draw for stratum h; 

n h 

= number of sample units selected in stratum h. 

Probability sampling 

In each stratum, the sample selection was done independently from other strata. This 

is due to the existence of sampling frames that are different from other strata. Thus, 

the sampling probabilities are calculated for each level of estimation, i.e., for each 

stratum. This requires prior determination of the probability of sampling at each 

stage of sample selection. 


1.2.2 Data quality 

1.2.2.1 Sampling error 

Estimates in this report are based upon a sample of households from the selected 

areas within Rwandan Districts. Two types of survey errors can affect the quality of 

estimates: sampling and non-sampling error. 

The sampling error of an estimate refers to the difference attributable to using a 

sample of the population as opposed to a complete census of the population. The goal 

of an efficient sample plan is to minimize the extent of sampling error. The sampling 

error (expressed as a percentage of the estimate to which it refers) is not the same 

for all estimates. 

The standard error is a commonly used statistical measure indicating the sampling 

error of an estimate. Alphabetic symbols representing the size range of the coefficient 

of variation (standard error expressed as a percentage of the estimate) were used in 

the statistical tables to provide an indication of the extent of the estimates sampling 

error. 

The lower the coefficient of variation, the smaller the sampling error - hence the 

reliability of the estimate will be higher. The letter A indicates that the estimate has 

a very low standard error; the letter B indicates that the standard error is somewhat 

larger; and so on. Estimates published in category A should be considered as precise 

enough for most purposes. Some data with a higher error (in the B and C categories) 

are precise enough for some purposes; however, they should be used with caution. 

The letter D indicates that the estimate has a standard error of more than 50%. 

Estimates subject to the sampling error of this magnitude are not published here, and 

are indicated in the table below. 

The following table shows the alphabetic categories in terms of their standard error 

percentages (coefficient of variation or c.v.). For example, the letter B beside an 

estimate indicates that one standard error is in the range of 16.6% to 33.3% of the 

estimate. 


7

Alphabetic percent standard error indicators 

A 0.0% - 16.5% Good 

B 16.6% - 33.3% Fair 

C 33.4% - 50.0% Caution 

D > 50.0% Suppress 

NOTE : For this survey, the coefficients of variation were calculated for the survey 

estimates 

1.2.2.2 Non-sampling error 

Errors which are not related to sampling may occur at almost every phase of a survey 

operation. For example, interviewers may misunderstand instructions; respondents 

may make errors in answering questions; answers may be incorrectly entered on the 

questionnaires and errors may be introduced in the processing and tabulation of the 

data. These errors are called non-sampling errors. Some of the non-sampling errors 

will usually balance out over a large number of observations, however, systematically 

occurring errors will contribute to biases. Attempts were made to reduce nonsampling 

errors through careful design of the questionnaire, training of interviewers, 

and a thorough control of the data processing operations. 

1.2.2.3 Quality assurance 

Every effort was made to reduce the occurrence of non-sampling errors in the survey. 

In addition to the design and training noted above, this survey used various quality 

assurance procedures to monitor the quality of the data, including : 

- Immediate verification that respondents were correctly identified and selected 

and the questions were asked and responses accurately recorded. 

- Clerical editing was done to ensure that responses were valid and consistent. 

- 100% verification of all keyed data was performed. 

- The entire survey processing and questionnaire check in and out operations 

were carefully monitored and controlled. 


1.2.3 Qualitative data collection 

To provide more depth, certainty and reliability to the conclusions, Key informant 

interviews and Focus Group discussions were conducted. This involved persons 

purposively selected in selected sectors of activity including the local government 

officials and the citizens – owners of services. The number of FGD conducted in all 30 

Districts is given by the table below: 

PROVINCE DISTRICT SECTOR 

Umujyi wa Kigali 

Table 2: FGD to be conducted 

Sampled 

villages in 

District 

HH to be 

surveyed 

FGD to be 

conducted 

Gasabo 15 24 366 1 LO 

Kicukiro 10 16 242 1 CO 

Nyarugenge 10 18 263 1 LO 

TOTAL 35 58 871 3 

Amajyepfo 

Gisagara 13 26 388 1 CO 

Huye 14 25 377 1 LO 

Kamonyi 12 16 235 1 CO 

Muhanga 12 16 245 1 LO 

Nyamagabe 17 26 397 1 CO 

Nyanza 10 21 311 1 LO 

Nyaruguru 14 17 246 1 CO 

Ruhango 9 26 395 1 LO 

TOTAL 101 173 2594 8 

Amajyaruguru 

Burera 17 28 423 1 CO 

Gakenke 19 31 457 1 LO 

Gicumbi 21 31 467 1 CO 

Musanze 15 21 320 1 LO 

Rulindo 17 25 366 1 CO 

TOTAL 89 136 2033 5 


9

PROVINCE DISTRICT SECTOR 

Sampled 

villages in 

District 

HH to be 

surveyed 

FGD to be 

conducted 

Iburasirazuba 

Bugesera 15 29 431 1 LO 

Gatsibo 14 30 447 1 CO 

Kayonza 12 21 312 1 LO 

Kirehe 12 30 454 1 CO 

Ngoma 14 23 351 1 LO 

Nyagatare 14 31 466 1 CO 

Rwamagana 14 23 351 1 LO 

TOTAL 95 187 2812 7 

Iburengerazuba 

Karongi 13 27 399 1 CO 

Ngororero 13 21 311 1 LO 

Nyabihu 12 23 351 1 CO 

Nyamasheke 15 29 436 1 LO 

Rubavu 12 26 389 1 CO 

Rusizi 18 29 442 1 LO 

Rutsiro 13 24 360 1 CO 

TOTAL 96 179 2688 7 

TOTAL 30 416 733 10998 30 

CO = Citizens – owners of services; LO= Local government officials 

One FGD composed of 6-8 members was conducted per District. According to the table, the 

number of FGD was 30. This helped to generate preliminary qualitative information on 

the current status of indicators and we employed question guides in order to allow in 

depth probing. 

As for Key informants, we selected local leaders (Districts Mayors, Vice mayors, 

executive secretaries of sectors and technical personnel related to the sectors we 

were interested in). 


1.2.3.1 Results and discussion 

While studying the data tables, the reader should keep in mind that individual cells 

may not exactly sum to totals due to rounding or due to the suppression of cells with 

insufficient responses. For each data cell in each table there is a corresponding column 

presenting alphabetic symbols representing the statistical precision of the estimate 

in the cell (an explanation of these symbols is provided in the previous section on 

data quality). 

1.2.4 Tools 

Tools used were prepared both by RGB technical team and SESMEC’s staff. These 

were the guiding questionnaires, manuals, tabulation and analysis plans. There is a 

requirement that before one conducts a countrywide survey or census, he/she must 

get an operation visa from the National Institute of Statistics of Rwanda (NISR). The 

latter needs the translated questionnaire, the curriculum vitae of the team leader, 

the sampling methodology, the tabulation plan, the work plan and the budget. We 

fulfilled the requirements and the operation visa was granted to us. “Questionnaires 

and tables” can be found in appendix 3. 

1.2.4.1 Questionnaire, manual, tabulation and analysis plan 

In view of the survey objectives, the questionnaire was based on previous versions 

of CRCs but edited in agreement with the client on indicators to be added or omitted. 

Tests were performed on the questionnaire before being used on the field. 

Guidance to enumerators and the supervisor was well documented in a manual 

explaining all aspects and items of the questionnaire. As for generation and 

interpretation of tables, tabulation and analysis plans were conceived and approved 

by RGB and NISR. 

1.2.4.2 Scoring and grading 

To emphasize on the scoring and grading in the perception questions in the 

questionnaire, in the analysis, the scores and grades was done as follow: 

- 1 : Very bad; 

- 2 : Bad; 

- 3 : Good; 

- 4 : Very good. 


11

1.2.4.3 Interviews 

The questionnaire was administered to respondents by enumerators. Each 

enumerator filled at most nine (9) and at least eight (8) questionnaires per day. The 

supervisor was responsible for deploying enumerators, collecting and correcting 

field questionnaires of enumerators under his/ her jurisdiction, and conducting the 

Focused Group Discussions (FGD). 

1.2.4.4 Pilot survey 

On completion of the training of enumerators and supervisors, a site that was not 

in the sample was used as a location for pilot survey. The questionnaire was tested 

for its comprehension, and the time it takes to fill it in. Upon the findings, the 

questionnaire was revamped. We sampled 13 villages of Gikondo sector and each of 

our 13 teams went in 1 village. There were sixty-five (65) enumerators and thirteen 

(13) supervisors and each of them interviewed one (1) household. This means that 

the pilot survey covered seventy-eight (78) households. 

1.2.5 Staffing and quality control 

For successful data collection, there was a very rigorous quality control that assured 

reliable results, it is in this essence that recruitment of field staff and data entry staff 

was done so carefully that we were able to get a good team that gave good results. The 

survey was carried out by trained enumerators and supervised by RGB Researchers. 

As it is a common practice in surveys, questions are either self-coded or precoded. 

Only two data items needed coding after data collection. The first item is the 

administrative identification information and the second is the economic activity. 

Enumerators were then requested to insert their administrative codes to familiarize 

with the actual work. 

1.2.6 Data collection 

Data collection was conducted across the 30 Districts of the country through 733 

villages. The data was gathered and to be entered by professional clerks for treatment 

and analysis. 

The data collection was done in 20 working days plus 2 days for departure and 

arrival. Given that most of the household’s members under eighteen are often absent 

during weekdays especially in Kigali City, it was necessary to contact the cell or village 

leaders for awareness. 


Door-to-door interviews took place from the 18 th of May to the 7 th of June 2015. 

Information was obtained from an adult household member (i.e. a person aged 18 or 

above) living in the household. Participation in the survey was voluntary. Interviewers 

were trained on how to administer the questionnaire and deal with the respondents 

so as to persuade them to participate in the survey. If the respondents were not 

available, appointments were made for the best possible time for another visit to the 

household or a telephone number was obtained so that the person could be reached 

for the interview. If a household refused to participate, the interviewers stressed the 

importance of the information to our sponsor in order to encourage the household to 

participate in the survey. After each interview, the guiding questionnaire was checked 

to ensure that all necessary questions had been asked and the responses had been 

recorded properly. There were 11,013 households in the initial sample. The survey 

final response rate was 100 %. 

Table 3: Distribution of staff for coordination, supervision and data collection 

No Province District Supervisor Enumerators 

1 City of Kigali Nyarugenge – Gasabo – Kicukiro 1 5 

2 North Gicumbi – Burera 1 5 

3 Rulindo – Gakenke 1 5 

4 Musanze – Nyabihu (West) 1 5 

5 West Rubavu – Ngororero 1 5 

6 Rutsiro – Karongi 1 5 

7 Nyamasheke – Rusizi 1 5 

8 South Kamonyi – Muhanga - Ruhango 1 5 

9 Nyanza – Huye – Gisagara 1 5 

10 Nyamagabe – Nyaruguru 1 5 

11 East Ngoma – Kirehe 1 5 

12 Rwamagana – Kayonza –Bugesera 1 5 

13 Gatsibo – Nyagatare 1 5 

TOTAL 13 65 


13

1.2.6.1 Data processing 

Manual edits were performed prior to data entry to further check questionnaires for 

completeness and consistency. At this point, if there was insufficient information on 

a questionnaire, it was rejected and assigned an appropriate non-response code. In 

this survey, there were no rejected cases. Questionnaire data were then entered via 

computer through capture screens developed using CSPro. At this data entry stage, 

further edits were performed to ensure that only valid entries were keyed. The keyed 

data was subjected to 100% verification whereby all keyed responses are reviewed to 

ensure the data was correctly captured. Once keyed, all survey data was subjected to 

automated edit and imputation routines for completeness and consistency. 

1.2.6.2 Tabulation and analysis plans 

Tables were generated using SPSS and Excel according to the tabulation and analysis 

plans approved by RGB and NISR when giving the visa. The generated tables are 

attached on this report in the appendix 4 “Tables”. 

However, as outlined in the methodology of the study, the results of the survey are 

representative at national and district levels. 

1.3 CHARACTERISTICS OF SURVEY RESPONDENTS 

The survey respondents were the head of households and in case of his/her absence, 

an adult member of the household that is above 18 years of age was allowed to be 

interviewed. The table 3 below shows the distribution of respondents dissagregated 

by gender and districts. 

At the national level, 54.5% of respondents were female while 45.5% of respondents 

were male. Burera districts shows the highest male to female ratio, with 54% male 

respondents compared to 46% female respondents, contrary Gasabo district had 

66.4% female respondents compared to 33.6% male respondents. 


Table 4: Distribution of sampled respondents by gender per district 

Gender 

Gender 

Male Female Total 

District Count Row N % Count Row N % Count Row N % 

Nyarugenge 100 37.0% 170 63.0% 270 100.0% 

Gasabo 121 33.6% 239 66.4% 360 100.0% 

Kicukiro 110 45.8% 130 54.2% 240 100.0% 

Nyanza 152 48.3% 163 51.7% 315 100.0% 

Gisagara 157 40.1% 235 59.9% 392 100.0% 

Nyaruguru 101 41.9% 140 58.1% 241 100.0% 

Huye 156 41.3% 222 58.7% 378 100.0% 

Nyamagabe 181 44.7% 224 55.3% 405 100.0% 

Ruhango 187 47.8% 204 52.2% 391 100.0% 

Muhanga 117 48.8% 123 51.3% 240 100.0% 

Kamonyi 117 48.8% 123 51.3% 240 100.0% 

Karongi 159 39.1% 248 60.9% 407 100.0% 

Rutsiro 159 44.2% 201 55.8% 360 100.0% 

Rubavu 186 47.7% 204 52.3% 390 100.0% 

Nyabihu 147 42.6% 198 57.4% 345 100.0% 

Ngororero 190 60.3% 125 39.7% 315 100.0% 

Rusizi 176 39.1% 274 60.9% 450 100.0% 

Nyamasheke 197 45.1% 240 54.9% 437 100.0% 

Rulindo 174 48.3% 186 51.7% 360 100.0% 

Gakenke 248 53.3% 217 46.7% 465 100.0% 

Musanze 109 34.6% 206 65.4% 315 100.0% 

Burera 227 54.0% 193 46.0% 420 100.0% 

Gicumbi 197 42.4% 268 57.6% 465 100.0% 

Rwamagana 159 46.1% 186 53.9% 345 100.0% 

Nyagatare 226 48.4% 241 51.6% 467 100.0% 

Gatsibo 236 52.3% 215 47.7% 451 100.0% 

Kayonza 142 45.1% 173 54.9% 315 100.0% 

Kirehe 225 50.0% 225 50.0% 450 100.0% 

Ngoma 162 47.0% 183 53.0% 345 100.0% 

Bugesera 195 44.4% 244 55.6% 439 100.0% 

Total 5013 45.5% 6000 54.5% 11013 100.0% 



15

In order to describe the target population for this survey, it is important to mention 

some demographic characteristics such as gender, age group, marital status, education 

level, employment status, religion, ubudehe category and income earned. 

Figure 1 : Respondents by gender 


The figure above shows the national distribution of the respondents. 45.5% are males 

and 54.4% females. There is a minor difference with the general repartition of the 

population in Rwanda which is 48.2% of males against 51.5% of females 3 , but it is 

beyond the 30% commonly used for females integrated indecision making. 

Figure 2 : The respondents according to age group 


3 Fourth Population and Housing Census, Rwanda, 2012, Thematic Report, Population size, structure and 

distribution, January 2014, NISR, p.29 


The figure above shows the distribution of the respondents by age groups respectively. 

The biggest proportion are adults, between 21 and 40 years old (53.7%), followed by 

the groups; between 41 and 50 years old (18.9%), the group between the 51 and 60 

years old, (14.2%), and lastly the group of 20 years old and below, i.e. 2.4% of the 

whole population. This indicates that the respondents of the survey were an active 

segment of the population and the ideas given should be considered as appropriate 

and constructive. 

Figure 3 : Age-pyramid of respondents 


The figure above shows the population pyramid according to age, group and gender. 

It is easily observable that the largest section of the respondents was almost equally 

divided between males and females and the group between 21 and 50 years old. This 

shows that the majority of the respondents in population were of an active age. 


17

Figure 4 : The respondents according to employment status 


The figure above shows the distribution of respondents according to the employment 

status. 80.2% of the respondents are farmers and 3.9% are self employed. This shows 

that the largest number of respondents lives mainly in rural areas where farmers are 

predominant. This hypothesis can be confirmed by the EICV 4 findings which stresses 

that about 85% of the Rwandan population lives in the rural area and females are 

more engaged in farming activities than males (66.4% of females self employed in 

agriculture against 53.5% of males) 4 . 

Figure 5 : The respondents according to ubudehe category 


The figure 5 above shows that 16.8% of the respondents belong to the 1 st category of 

“ubudehe”, 57.6% to the 2 nd category, 13.6% to the 3 rd category, 0.2% to the 4 th category 

and 11.9% of the respondents did not know their ”ubudehe” category, most likely 

(there are still in the appeals process.) 

4 Fourth Population and Housing Census, Rwanda, 2012, Thematic Report, Gender, January 2014, NISR, 

p.40 


CHAPTER 2: SERVICE DELIVERY IN THE EDUCATION SECTOR 


The Government of Rwanda established the Nine Year Basic Education Programme 

(9YBE) in 2009, and upgraded it to Twelve Years Basic Education (12 YBE) inorder to 

promote education for all. This makes easy access to the six years of primary school 

and six years of secondary school for all children in public schools. Such programs 

as envisaged in the EDPRS are designed to provide a quality basic education for 

Rwandan students to prepare them for technical education training programs or 

universities in the purpose ofimproving their future. During this survey, citizens 

were required to give their perception regarding the state of school buildings, water, 

electricity, hygiene, feeding at school, the quality of education and their participation 

in the above programs. 

2.2 FINDINGS IN EDUCATION 

The following criteria informed the research findings in the education sector; new 

schools/school buildings, classrooms, the availability of water, the availability of 

electricity, the provision of lunch for pupils, toilets for both girls and boys, quality of 

education and the role of citizens in all these programs. The present results are a kind 

of combination of all the above. The presence of nursery school and the distance to or 

from the nearest school are also captured. 

NB. The survey questions pertaining to education were posedto all respondents, 

regardless of whether they had children in school at the time or not 

2.2.1 Level of satisfaction with delivery of education services 

The citizens’ overall level of satisfaction with education services at the national level 

is 63.4%, where 52.7% of the respondents were satisfied with education services and 

10.7% of the respondents were very satisfied. The net dissatisfaction in this sector 

stood at 32.2%, where 20.9% were not satisfied and 11.3% were not satisfied at all. 

The map below shows how districts were satisfied with the education sector in 

general. 


19

MAP 2: Level of satisfaction with delivery of education services 


According to the above map, in almost all districts, respondents were satisfied between 

50 – 75%. In three districts, respondents were satisfied with the education sector by 

more than 75% and respondents were satisfied under 50% in only one District. 

In order to understand the respondents’ level of satisfaction with the education 

services, they had to give a score from 1 to 4 meaning that 1 was (Not satisfied at all), 

2(Not satisfied), 3(Satisfied), 4(Very satisfied) and 9 was for those who were abstained 

or didn’t know (Don’t know). The results are illustrated in figure 6 below. 


Figure 6: Overall Level of satisfaction with education services 

The figure shows the citizens’ overall 

level of satisfaction with education 

services. It appears that at national 

level, the citizen satisfaction with 

service delivery in education stood at 

63.4% while the net dissatisfaction 

with the education services was 

32.2%. Compared to the CRC 2014, 

the net satisfaction was 69% while 

the net dissatisfaction was 5% with 

25% of average. There is an increase 

of dissatisfaction and a decrease of 

satisfaction. 


During the FGD, respondents revealed that there were some challenges that hinder the 

education sector’s progress, which include: inadequate or lack of basic infrastructure, 

feeding at school, low quality education system and salary of teachers. The quotes 

below from the FGD at the district level highlight some of these challenges. “The 

major challenge is that the number of pupils per class is still high, which is a challenge 

to teachers”, “Classrooms are not enough” 

Participants raised the challenge of the school feeding programme saying “Lunch fees 

are also a problem where some pupils can’t afford the shool feeding fees. 

There is also a problem in teaching system expressed by respondents in FGD where 

they said “Some teachers are required to teach in a language that they do not understand 

enough” or “some teachers come to class without preparing lessons. 

Some of them revealed the low salary as a constraint when they said “Some teachers 

do not fulfill their duty because of the low salary” or “Teachers are de-motivated by low 

pay, and are willing to leave any time for better paid occupations”. 

The other problem addressed is about infrastructure and classrooms. The 

respondents expressed their concern saying that “There is no playing ground for 

children”, “Classroom desks are not enough”, “the infrastructure and equipment are 

still inadequate”, “there are no laboratories or libraries for the 9YBE”, “only two out 

of four schools are connected to electricity”, andanother respondent said that “There 

was water shortage; only water from tanks, is available, cleanliness is still a problem 

because of not having enough water. 


21

There is also a problem of school dropout in exchange for mining and other resourceful 

activities “There are children who drop out from school for mining, harvesting tea, raring 

animals because some parents said they need their help to meet the family needs”. This 

is more observed in areas which have a lot of mining sites. 

Overall satisfaction with education services in the education sector dissagregated by 

gender is shown in the figure below. 

Figure 7: Overall satisfaction with education services by gender 


From the above figure, the satisfaction of respondents is disaggregated according to 

gender; it is observed that there is a little difference in satisfaction with education 

services between the male and female respondents. For net satisfaction, the 

percentage of females is 63.5%, while the males’ is 63,3%. For net dissatisfaction, 

there are more male respondents than female respondents with 33.4% and 31.3% 

respectively. 

2.2.2 Level of satisfaction with some education services 

Figure 7 shows the levels of the 

population’s satisfaction with 

education service delivery by 

gender. The findings of the survey 

indicated the net satisfaction with 

services. In this sector it was 63.5% 

and 63.3% for females and males 

respectively. The net dissatisfaction 

was 31.3% and 33.4% for females 

and males which were significant 

percentages. 

This part concerns the satisfaction and dissatisfaction of citizens in some education 

activities such as the quality of education, the school feeding programme, the hygiene 

electriicity at school, the availability of safe water at school and the school buildings. 

The results are compiled in the following figure. 


Figure 8 : Citizen satisfaction in some activities in the education sector 


As shown by the figure above, the citizens were more satisfied with availability and 

quality of school buildings rated at 84.2%, followed by hygiene at school at 79.2% 

and the quality of education with 71.5%.The dissatisfaction was expressed more 

towards electricity at school rated at 48.8%, safe water at school with 44.9% and 

the school feeding programme with 44.2%. High levels of dissatisfaction expressed 

by respondents for the programs mentioned are reinforced by views from the FGD 

and clearly indicate the importance attached to such programs by citizens. This 

further informs the policy makers in the education sector about the areas that need 

improvement. 

2.2.3 The availability of nursery school 

The presence of nursery schools is a good indicator for the development of the 

education sector. Pre-primary education is organised in nursery schools for a period 

of three years for children between the ages of three and six. This level of education 

aims at encouraging and helps children to socialize and stimulates their senses by 

allowing them to live and play with other children and to practice numerous physical, 

rhythmic and manual activities 5 . 

5 Fourth Population and Housing Census, Rwanda, 2012 , Thematic Report , Education characteristics of the 

population, NISR, January 2014, p.3 


23

Figure 9 : The presence of nursery school 


The figure above shows that among the respondents, the citizens of Kamonyi district 

said there were nursery schools at 100%, while the citizens of Nyabihu district said 

that there were nursery schools at 38.3%. In Rwanda, about 29% of the 1.28 million 

children aged between three and six were attending a pre-school programme. Preschool 

attendance is more common in urban areas (about 44%) than in rural areas 

(about 28%) with the chances of receiving such a service increasing almost two-fold 

from rural to urban areas 6 . 

2.2.4 Access to education facilities 

The distances covered to attend school is a good indicator for the accessibility of the 

children to school. In this survey, the citizens had to answer if the children covered 

less than 2km, between 2km – 5 km and above 5km. The results are shown in the 

figure 10 below. 

6 Op. cit, p.xiii 


Figure 10 : Distance traveled to get to school 


It is shown by the figure above that 76.5% of the children travel 2 km and less to get 

to school. This is a significant percentage and a good indicator with regard to the 

distance travelled to school.Compared to the CRC 2014, there is a decrease of those 

who covered a long distance and an increase of those who covered a short distance. 

Those who covered 2-5 km decline from 27.6% in the CRC 2014 to 19.6% in the CRC 

2015; those who covered more than 5km decline from 4.9% in the CRC 2014 to 2.9% 

in the CRC 2015. The details by districts are shown in the table below. 

Table 5: The distance covered to attend the school by district 

Under 500m 500m - 1km 1km - 2km 2km - 5km Above 5km Don’t know 

Nyarugenge 38.9% 30.4% 15.9% 10.7% 2.6% 1.5% 

Gasabo 26.4% 29.4% 20.3% 15.0% 7.8% 1.1% 

Kicukiro 32.5% 36.7% 14.2% 9.6% 3.8% 3.3% 

Nyanza 27.0% 31.4% 28.6% 11.1% 1.3% .6% 

Gisagara 11.7% 25.8% 37.8% 20.9% 2.6% 1.3% 

Nyaruguru 11.6% 50.2% 24.5% 12.9% .8% .0% 

Huye 22.2% 26.2% 30.4% 17.5% 1.3% 2.4% 

Nyamagabe 5.2% 34.1% 35.8% 19.8% 4.4% .7% 

Ruhango 26.6% 30.4% 22.5% 19.4% .3% .8% 

Muhanga 28.8% 29.6% 23.3% 16.3% 1.7% .4% 

Kamonyi 30.8% 38.8% 17.5% 12.1% .0% .8% 

Karongi 18.2% 33.9% 27.3% 17.9% .5% 2.2% 

Rutsiro 10.6% 33.3% 37.8% 18.3% .0% .0% 

Rubavu 44.6% 29.7% 16.7% 5.6% 3.1% .3% 

Nyabihu 34.5% 31.3% 16.2% 13.6% 2.6% 1.7% 


25

Under 500m 500m - 1km 1km - 2km 2km - 5km Above 5km Don’t know 

Ngororero 31.7% 24.8% 24.1% 15.6% 3.5% .3% 

Rusizi 7.1% 34.2% 35.8% 20.4% 1.3% 1.1% 

Nyamasheke 22.9% 23.8% 28.1% 18.3% 6.4% .5% 

Rulindo 10.3% 33.3% 24.2% 27.8% 3.6% .8% 

Gakenke 7.3% 34.8% 34.4% 20.6% 2.2% .6% 

Musanze 41.6% 21.3% 23.2% 11.4% .3% 2.2% 

Burera 9.8% 26.2% 40.0% 19.8% 1.2% 3.1% 

Gicumbi 19.8% 33.8% 26.2% 18.1% 1.9% .2% 

Rwamagana 7.0% 19.4% 24.6% 42.6% 6.1% .3% 

Nyagatare 26.3% 31.3% 20.8% 13.9% 6.2% 1.5% 

Gatsibo 19.5% 21.1% 26.4% 24.6% 6.2% 2.2% 

Kayonza 5.4% 15.9% 29.2% 44.1% 4.8% .6% 

Kirehe 3.6% 23.3% 50.0% 20.4% 2.0% .7% 

Ngoma 9.6% 31.3% 37.7% 18.6% 2.6% .3% 

Bugesera 4.3% 16.2% 37.8% 38.3% 3.0% .5% 

Total 18.9% 29.0% 28.6% 19.6% 2.9% 1.1% 


The table above shows the distance traveled by children to reach school, sorted by 

districts. The general trend for the performance of the districts with regard to this 

indicator is almost the same where the biggest percentages recorded are those of 

children who travel less than 2km. In this category, Rubavu district has the highest 

percentage of 91.0% while Kamonyi and Nyanza have 87.1% and 87.0% respectively. 

It is important to note that those who traveled less than 2km have the lowest 

percentages in Kayonza, Rwamagana and Bugesera districts where the respondents 

said that children traveled less than 2km at a proportion of 50.5%, 51.0% and 58.3%. 

This indicates that the accessibility of children to school is guaranted at the national 

level because 2km is equivalent of 24 minutes if we consider 5km / hour the speed 

of a man. 


2.3 CONCLUSIONS AND RECOMMENDATIONS 

It can be inferred from the information in this section that, at the national level, 

63.4% of the respondents rated the level of satisfaction with education services as 

good, 10.7% of respondents rated it as very satisfied while 52.7% rated the level 

of satisfaction of education services as satisfied. 20.9% rated that they were not 

satisfied with education services and 11.3% said they were not satisfied at all with 

the education services. 

Among the 52.7% respondents that rated they were satisfied with education services, 

52.0% were males while 53.2% were females. Among the 10.7% that rated they were 

very satisfied with the education services, 11.3% were males, while 10.3% were 

females. Among the 20.9% that reported they were not satisfied, 21.6% were males, 

while 20.4% were females and among the 11.3% that reported that they were not 

satisfied at all with the education services, 11.8% were males, while 10.9% were 

females. 

The citizens were more satisfied with the availability and quality of school buildings 

with 84.2% followed by hygiene at school with 79.2% and the quality of education 

with 71.5%. The dissatisfaction appears more in electricity at school with 48.8%, 

followed by safe water at school with 44.9% and the school feeding programme with 

44.2%. 

This study reveals that 47.9% of the children travel 1 km and less to go to school, 

28.6% of the children travel between 1 km and 2 km to get to school which means 

that 76.5% of the children travel 2 km and less to get to school. From the findings of 

this study, essentially FGD, it is recommended that: 

- The Government through the Ministry of Education should increase the effort 

to harmonize and stabilise programs (curricula) and avoid many changes; 

- The Government should provide incentives and frequent trainings to teachers; 

- The Government should scale up school feeding programs, to reduce the rate 

of school dropouts and make formal education more accessible to the poor; 

- The Government should provide more school equipments and scholastic 

materials where they are most needed in order to improve the quality of 

education. 


27

CHAPTER 3 : SERVICE DELIVERY IN AGRICULTURE AND LIVESTOCK 

SECTOR 


The Ministry of Agriculture and Animal Resources (MINAGRI) is the ministry in 

charge of agriculture policy in Rwanda. The main policy of MINAGRI is to increase 

production, modernize farming, reduce poverty, ensure food security and have 

surplus for the market. This survey assessed the perception of citizens on agricultural 

services rendered to them. 

3.2 FINDINGS IN AGRICULTURE SERVICE DELIVERY 

The findings in the agriculture service delivery were based on the responses that 

were given by citizens in the following: service delivery at national level, satisfaction 

with different services in agriculture. 

3.2.1 Level of satisfaction with service delivery in Agriculture 

Figure 11 : Satisfaction with service delivery in Agriculture 


Figure 11 shows the citizens’ overall level of satisfaction with agricultural services. 

From this figure, the findings show that respondents who were satisfied or very 

satisfied with agriculture services (net satisfaction) were 55.3% of the respondents 

at the national level, while the net dissatisfaction was 29.2% of the respondents. 

There was a slight decline in appreciation of service delivery in agriculture compared 


to CRC 2014 where the net satisfaction was 56% and the net dissatisfaction was 6%. 

The challenges raised by respondents in focus discussions were among the possible 

reasons for the low level of satisfaction by citizens in regard to service delivery in 

agriculture sector. The challenges include the insufficient knowledge of some farmers, 

climate change, pests and diseases and a low level of sensitization of farmers. 

Figure 12 : Satisfaction with agricultural services by gender 


Figure 12 shows the levels of 

the population’s satisfaction 

with agriculture service delivery 

by gender. The findings of the 

survey indicated that the net 

satisfaction (satisfied and very 

satisfied) with services in this 

sector was 54.2% and 56.7% for 

females and males respectively. 

The net dissatisfaction (not 

satisfied at all and satisfied) was 

33.6% and 34.2% for females and 

males which were significant 

percentages. 

In trying to understand further the reasons behind this, the FGD information was 

utilised from which the following issues were raised; some of them are the following: 

- The challenges in agriculture are the changes in the farming season and small 

parcels of land 

- There is no market for the crops produced by the farmers; 

- There is lack of transport and drugs; 

- In some district the soils are acidic and give poor harvests; 

- Those who have carried out land consolidation face a challenge of small size 

farms; 

- The lack of post-harvest storage facilities; 

- Poor access to seeds and fertilizers expeditiously; 

- The prices for seeds and fertilizers are very high. 

A number of pertinent challenges shown above from FGD could justify the low 

level of appreciation by citizens in the agriculture sector. 


29

Figure 13 : Citizen’s satisfaction in agricultural services 


The figure above describes the satisfaction of citizens with service delivery based on 

the nine activities presented in the graph above. The findings of the survey show that 

utilization of fertilizers was the best rated of the services examined in this survey 

with 66.8% while storage of harvest was the least appreciated with 30.9% of the 

respondents. Storage of the harvest had the highest level of net dissatisfaction rated 

at 57.4% while mobilisation and advisory services exhibited the lowest level of net 

dissatisfaction at 23%. It was noting that the level of net dissatisfaction for these 

services were generally high rated at more than 20%. From FGD, following issues 

were highlighted: 

- Lack of post-harvest storage facilities, 

- Prices for seeds and fertilizers are very high, 

- The challenge faced in the wetland farms is lack of drainage network, so in the 

rainy season floods destroy the crops (sweep them away or cause them to rot, 

sometimes the crops are attacked by diseases. 

These findings show that there were serious challenges that account for the low level 

of appreciation of services in the above sector. 


Table 6 : Summary of findings in agricultural sector by districts 

(net satisfaction) 

Land 

consolidation 

Crop 

intensification 

programme 

Agronomist 

services 

Utilization of 

fertilizers 

Timely 

availability of 

seeds 

Storage of 

harvest 

Marketing of the 

products 

Credit facilities 

to farmers 

Mobilization 

and advisory 

services in 

agriculture 

Nyarugenge 29.5% 36.0% 46.8% 47.1% 37.9% 21.4% 52.7% 52.3% 51.9% 

Gasabo 13.2% 20.6% 26.7% 31.9% 28.8% 14.0% 39.6% 54.1% 36.5% 

Kicukiro 34.3% 38.5% 53.5% 51.1% 53.3% 27.3% 48.8% 56.3% 61.5% 

Nyanza 64.4% 70.8% 77.5% 78.7% 78.7% 51.7% 62.9% 61.3% 76.2% 

Gisagara 70.4% 74.0% 80.1% 70.2% 67.6% 40.8% 58.7% 51.5% 74.2% 

Nyaruguru 67.2% 71.8% 72.6% 68.0% 44.0% 27.0% 49.8% 26.1% 49.8% 

Huye 43.4% 55.8% 64.8% 64.6% 68.5% 44.7% 69.8% 54.2% 70.9% 

Nyamagabe 42.2% 42.0% 51.6% 39.5% 34.1% 16.8% 33.8% 23.0% 32.6% 

Ruhango 29.2% 36.8% 57.8% 55.8% 45.8% 20.7% 57.5% 53.5% 59.3% 

Muhanga 49.2% 51.3% 63.3% 64.6% 52.9% 21.3% 44.6% 64.2% 70.8% 

Kamonyi 40.4% 52.9% 64.2% 76.7% 60.4% 28.3% 57.5% 64.2% 70.0% 

Karongi 59.2% 64.6% 65.4% 68.3% 61.2% 40.8% 44.5% 42.3% 68.1% 

Rutsiro 70.3% 70.3% 76.1% 73.9% 52.8% 44.4% 47.5% 50.3% 75.6% 

Rubavu 43.6% 49.0% 39.0% 55.6% 31.8% 19.5% 45.4% 26.9% 37.9% 

Nyabihu 73.6% 78.6% 79.7% 86.4% 58.0% 32.2% 56.5% 52.8% 66.7% 

Ngororero 55.9% 67.3% 61.9% 79.7% 51.1% 19.4% 48.9% 45.7% 65.7% 

Rusizi 77.1% 77.3% 71.6% 77.6% 72.7% 27.3% 30.4% 30.7% 74.4% 

Nyamasheke 83.3% 87.9% 80.8% 82.8% 81.9% 25.4% 41.4% 37.1% 84.0% 

Rulindo 64.4% 58.3% 67.5% 61.7% 47.8% 36.7% 50.6% 26.9% 69.7% 

Gakenke 90.3% 89.7% 89.2% 84.7% 64.5% 41.9% 48.0% 54.4% 90.1% 

Musanze 63.2% 68.9% 76.5% 80.0% 58.7% 21.3% 47.6% 51.1% 74.0% 

Burera 79.5% 82.4% 72.9% 68.3% 35.0% 15.0% 52.1% 45.2% 69.0% 

Gicumbi 63.7% 62.6% 76.8% 59.1% 30.8% 12.7% 44.5% 32.7% 75.9% 

Rwamagana 46.4% 49.3% 49.6% 59.4% 55.9% 20.9% 47.5% 46.7% 51.0% 

Nyagatare 48.4% 58.2% 54.8% 55.2% 32.3% 34.3% 42.0% 39.2% 59.1% 

Gatsibo 57.0% 65.9% 65.6% 65.6% 46.8% 48.6% 51.2% 60.5% 70.3% 

Kayonza 30.2% 31.1% 35.9% 45.7% 36.5% 14.9% 41.6% 30.8% 41.0% 

Kirehe 72.0% 85.3% 79.8% 83.3% 61.8% 46.2% 47.8% 55.8% 84.4% 

Ngoma 79.1% 83.8% 84.9% 82.0% 66.7% 49.6% 42.9% 70.7% 91.9% 

Bugesera 22.1% 26.7% 31.7% 43.3% 29.8% 30.1% 49.9% 39.9% 39.9% 

Net 

sattisfaction 58.7% 63.3% 65.8% 66.8% 52.2% 30.9% 48.2% 45.4% 66.3% 



31

The table number 4 shows the performance of agriculture across the Districts in the 

Country when nine indicators which are; Land consolidation, Crop intensification 

programme, Agronomist services, Utilization of fertilizers, Timely availability of 

seeds, Storage of harvest, Marketing of the products, Credit facilities to farmers and 

Mobilization and advisory services in agriculture were examined. The findings of 

the survey show that the mean average for all the indicators was 66.3%. Utilisation 

of fertilisers had the highest level of appreciation rated at 68.8% while storage of 

harvest had the least level of satisfaction rated at 30.9%. 

The reasons for this rather good satisfaction with agricultural programs were reflected 

in the focus group discussions where issues such as; Services in agriculture are good 

with sensitization of farmers about farming seasons and other programs e.g. farmers 

are now aware of the importance of land consolidation and use of selected seeds. Even 

then the farmers are sensitized by agricultural extension officers to farm in marshlands, 

land consolidation and using fertilizers. These were some of the views expressed by 

the respondents in the focus group discussions that may justify the findings above on 

a number of programs in Agriculture. 

3.3 FINDINGS IN LIVESTOCK SERVICE DELIVERY 

The findings in the livestock service delivery were based on the responses that were 

given by citizens in the following: service delivery at national level, satisfaction with 

different services in livestock. 

Figure 14 : Satisfaction with service delivery in Livestock 



The figure 14 shows the satisfaction of livestock services by citizens, the results of 

the survey show that the net satisfaction for livestock services stood at 58.0% while 

the net dissatisfaction was 25.1%. These findings show a relatively low level of 

satisfaction and reasons for this low level of satisfaction were revealed in the FGD 

and they include the following : 

- Lack of market for milk, 

- The challenges in farming include also the lack of fodder to feed livestock, 

- Low level of understanding by some farmers who have not embraced 

crossbreeding of their livestock 

- Artificial insemination is not yet understood, most people use the natural 

method 

- Artificial semen’s is not timely available 

- Water shortage for animals 

Figure 15: Service delivery satisfaction in Livestock by gender 


This figure 15 shows citizen satisfaction of livestock services by gender. The findings 

of the survey presented above show that respondents indicated a net satisfaction 

(satisfied and very satisfied) of 57.5% and 58.5% as well as a net dissatisfaction 

(not satisfied at all and not satisfied) of 23.1% and 27.6% for females and males 

respectively. 

FGD information complimented findings and a number of issues were raised which 

include the following: There is still a problem of few veterinaries whereby some people’s 

animals are not given treatment on time which has discouraged livestock farming. The 

budget for agriculture and livestock reaching the sectors and cells is insufficient. The 

lack of means to reach livestock farmers that have sick animals and livestock drugs are 

scarce. These issues pointed above justify why respondents, both females and males, 

exhibited high levels of net dissatisfaction rated at more than 20% for both sexes. 


33

Figure 16: Satisfaction with service delivery in some Livestock activities 


The Figure above depicts the citizens’ net satisfaction of Livestock services, using 

six identified programs. The highest net satisfaction was expressed in the treatment 

of livestock rated at 74.4% and the least level of satisfaction was exhibited in credit 

facilities to breeders rated at 37.5%. 

Milk market was the service which had the highest level net dissatisfaction rated 

at 43.3% and the lowest level of dissatisfaction was indicated in the treatment of 

livestock at 15.2%. In order to further understand the findings above, satisfaction 

of these programs was examined the Districts and the findings are presented in the 

table 5 below. 


Table 7: Summary of findings variables/districts (net satisfaction) 

Veterinary 

services 

Milk market 

Artificial 

insemination 

Treatment of 

livestock 

Credit 

facilities to 

breeders 

Mobilization 

and advisory 

services in 

livestock 

Nyarugenge 79.2% 54.0% 64.8% 79.2% 51.0% 61.3% 

Gasabo 74.5% 32.6% 69.7% 78.5% 63.2% 55.3% 

Kicukiro 92.2% 54.0% 93.4% 96.8% 64.7% 78.8% 

Nyanza 84.8% 86.7% 85.1% 85.1% 56.2% 74.3% 

Gisagara 78.3% 49.2% 71.4% 82.9% 48.2% 74.5% 

Nyaruguru 70.1% 33.2% 43.6% 69.7% 25.7% 47.7% 

Huye 79.9% 77.0% 77.2% 81.7% 57.4% 72.8% 

Nyamagabe 62.0% 17.3% 40.0% 63.2% 22.2% 30.1% 

Ruhango 80.3% 53.5% 71.6% 89.5% 42.5% 68.5% 

Muhanga 76.3% 37.5% 66.3% 80.8% 54.6% 71.7% 

Kamonyi 80.0% 76.7% 70.8% 81.7% 56.3% 77.1% 

Karongi 58.7% 36.6% 51.1% 59.5% 39.8% 65.4% 

Rutsiro 68.6% 48.1% 61.4% 69.7% 45.6% 75.6% 

Rubavu 39.0% 32.8% 26.2% 42.6% 20.5% 30.0% 

Nyabihu 72.8% 45.5% 49.0% 71.6% 45.8% 59.4% 

Ngororero 64.1% 13.3% 37.1% 68.9% 30.8% 53.7% 

Rusizi 64.9% 7.3% 42.7% 70.4% 26.9% 67.8% 

Nyamasheke 77.3% 15.8% 47.1% 77.8% 38.0% 67.0% 

Rulindo 78.6% 56.4% 45.0% 76.4% 27.5% 66.7% 

Gakenke 91.8% 39.4% 58.1% 91.6% 42.2% 77.6% 

Musanze 62.5% 39.7% 45.7% 63.2% 36.8% 50.8% 

Burera 76.7% 51.2% 40.7% 69.0% 12.4% 57.6% 

Gicumbi 65.6% 68.8% 49.7% 65.2% 18.1% 55.3% 

Rwamagana 78.3% 55.1% 77.1% 82.0% 43.5% 59.7% 

Nyagatare 70.2% 43.5% 67.9% 74.3% 28.1% 60.2% 

Gatsibo 75.8% 35.3% 69.8% 76.9% 47.0% 63.4% 

Kayonza 54.6% 31.1% 57.5% 67.6% 27.6% 33.0% 

Kirehe 82.9% 48.7% 82.0% 81.6% 39.1% 84.9% 

Ngoma 82.9% 32.8% 79.1% 84.3% 59.4% 88.4% 

Bugesera 64.2% 45.1% 69.2% 75.4% 32.3% 40.1% 

Net sattisfaction 72.1% 43.1% 58.9% 74.4% 37.5% 62.0% 


The table above shows the performance of livestock farming across the districts in the 

country when nine indicators which are: Veterinary services, Milk market, Artificial 

insemination, Treatment of livestock, Credit facilities to breeders and Mobilization 


35

and advisory services in livestock,were examined. The findings of the survey show 

that the mean average for all the indicators was 62%. Treatment of livestock had the 

highest level of appreciation rated at 74.4% while Credit facilities to breeders had the 

lowest level of satisfaction rated at 37.5%. 

The reasons for this relatively good satisfaction with agricultural programs were 

reflected in the focus group discussions where respondents express that: Services in 

farming are good because farmers are sensitized to keep variety of animals (small and 

big livestock), secondary zero grazing program has started in our District, there are also 

veterinary personnel that help farmers when needed. In farming (rearing of animals) 

sensitization is done but not up to the desired level, but the basic aspects are done like: 

treatment of livestock, artificial insemination and zero grazing. 


During the interviews with the Focus Group Discussions respondents a number of 

recommendations were given which are presented hereafter; 

During the survey it was found out that there was a challenge in agriculture regarding 

the changes in farming season and small parcels of land which were presented as 

a constraint to farmers. These changes affected the farmers and consequently the 

agricultural output. The recommendation to this was that sensitization should 

be intensified to help farmers cope with changes in farming seasons, it was also 

recommended that the government should give unlimited rights to do agriculture in 

marshland to support farmers with small land parcels. 

The recommendation was that there should be sensitization programs and meetings 

to educate farmers on how to improve their livestock so as to improve dairy output 

and hence their income. 

Due to the lack of livestock drugs, it was recommened that drugs for livestock should 

be made available and veterinary staff should be given transport possibilities to be 

able to make interventions when some livestock need assistance. 

Due to lack of storage facilities as it was identified, it was recommended that storage 

facilities should be constructed possibly by the districts to help farmers improve 

storage and handling of their produce. 

Due to lack of manure and the issue of price, it was recommended that manure should 

be availed to farmers on time and that the government should subsidise it so that it 

may be affordable for citizens. 


CHAPTER 4: SERVICE DELIVERY IN THE LOCAL GOVERNMENT 


The decentralization process has been at the heart of improved governance. Now 

the country is implementing its strategy for community development and local 

economic governance to contribute to the effective implementation of Vision 2020, 

EDPRS 2, and the community Development Policy. This is being done through 

enforced coordination among actors, enhancing focus on community development 

and Local Economic Development by putting communities and businesses at the 

forefront of addressing local issues (MINALOC, 2014) 7 . The government has put in 

place different mechanisms of accountability including the Imihigo- a performance 

contract between His Excellency and the district mayors and ministers. This Result 

Based Approach (RBA) is used to contribute to the achievement of development goals 

of Rwanda as linked to development priorities in vision 2020, 7 Year Government 

Programme, Economic Development and Poverty Reduction Strategy (EDPRS2), 

Sector Strategic Plans, and District Development Plans (DDPs). EDPRS 2 emphasises 

accountability of governance, economic development and participation and the 

national decentralization policy seeks to entrust power for planning and decision 

making in the hands of the local population. However, the targeted development is 

hard without empowering the citizens and communities. Community empowerment 

means building the capacity of individuals to take action to improve their own lives 

through liberalization, participation and mobilization for change; and the capacity of 

the community to take collective action through solidarity. 

In order to achieve the desired decentralization process, MINALOC needs to deepen 

as to reinforce and empower lowest decentralized entities, from district level to 

sectors, sells and village level. These administrative entities have varying obligations, 

all aimed to ensure good service delivery. The government believes that reducing the 

distance between public service providers and users would politically, economically 

and socially empower the citizens through participation in planning and management 

of the development process within their communities (MINALOC, 2000). Therefore, 

for effective Decentralization, there is need to bridge the gap between citizens and the 

local authorities through citizen engagement, reaching them and sensitizing them of 

their rights, while observing those rights. 

7 MINALOC (2014). National Strategy for Community Development and Local Economic Development. 

Ministry of Local Government. 


37

“One of the major challenges to community development is the low participation of the 

population in its local development issues. This low participation is a result of the low 

level of education and slow pace of extension services to lower decentralized entities such 

as Imidugudu. For effective community development, there is a need for the population 

to participate in local development issues and allowing them to have an upper hand in 

determining their social, economic and political destinies”(MINALOC 2014). 8 

4.2 FINDINGS IN THE LOCAL GOVERNMENT 

Decentralization policy is a mechanism used to enable both citizens and leaders easily 

access services and those they lead. The policy aims at promoting good public service 

delivery citizens’ engagement in decision making and fighting injustice. The results 

of the CRC 2015 survey measured the citizens’ level of satisfaction with the services 

delivered by the local government leadership. Considering countrywide, the districts 

were satisfied with the local government services as it is shown in the map below. 

Map 3: Satisfaction of services rendered by local government 


8 IBid 


The map3 above shows all districts, 17 of them are coloured green representing a net 

satisfaction with local government service delivery in the range between 75% and 

100%, the remaining 13 districts were in yellow, meaning they had a net satisfaction 

in the range between 50% and 75%. It is also worth mentioning that the good 

performance of this indicator was emphasized in the focus group discussions (FGD) 

where people from all districts expressed that local governments function well. This 

shows that citizens feel welcomed when they go to seek for service. 

4.2.1 Overall satisfaction of services rendered by local government 

The government of Rwanda’s key target in its long, medium and short term plans is 

to ensure sustainable development for all. Citizens are the center of decentralization, 

this means that reaching them as leaders and the citizens themselves accessing the 

leaders, receiving the services needed in a relatively convenient way and getting 

updated on what is done for them. 

Figure17: Overall satisfaction of services rendered by local government 

Figure 17 shows the citizens’ overall 

level of satisfaction with local 

government services. It appears 

that at national level, 74.3% of the 

respondents rated that they were 

satisfied with local government 

services, while the net dissatisfaction 

stood at 9.9%. Compared with the 

CRC 2014, there is an improvement 

of more than 10% because the net 

satisfaction was 60% and the net 

dissatisfaction was 9%. 


It was revealed through FGD interviews that there is clear identification of all staff 

members with copies of their photographs, their tasks and cellphone numbers fixed at 

their doors. This enables citizens to easily find a needed officer or service. In addition, 

there is someone at the sector that is in charge of guiding the visitors. All these factors 

contribute to better service delivery. 

According to the FGD interviews, the citizens were satisfied with good practice of 

service delivery at local government offices, they said: “The services at the different 

levels are good, and there is good cooperation between the levels of local authority 

(cell to district). We have toll-free call numbers, such that we are readily accessible to 


39

all those that require our services, and can disseminate news/information in a timely 

manner; we are also able to gather news/information without delay. Furthermore it 

enables us to be informed at every level of local authority” 

There are also some challenges regarding the organization system. Quoted: “There 

is still lack of commitment regarding the undertaking of responsibilities, because some 

levels of local authority, (cell level), have many responsibilities but are not paid salaries, 

this requires them to work voluntarily” or “There are too many unplanned activities 

that come from above that get us not prepared”. 

They also said that transport means and the lack of communication constitute a big 

challenge at the local government level when saying “Lack of transport facilitation is 

still a problem for local leaders, especially as in most cases, they need to reach where 

there are issues that need attention of leaders or to reach different areas where they are 

needed”and “We lack enough ICT equipment” or “Another challenge is communication 

between local leaders and information exchange” or “There is a problem of technology 

in cells and even there is no electricity”. For further quotes from the FGD interviews, 

there are found in the appendix 5. 

4.2.2 Citizen’s satisfaction of Local Government services according to 

gender 

Figure18: General Citizen’s satisfaction of LG services according to gender 



The figure 18 above indicates that there is a minor satisfaction discrepancy between 

males and females, regarding the way they perceive local governments. Both male 

and female level of satisfaction and dissatisfaction differ by not more than 3%, which 

does not call for attention of analysis. 

4.2.3 Citizen’s satisfaction with some activities of Local Government 

Decentralization mainly aims at bringing services closer to the citizens. It is in this 

regard that the CRC 2015 survey included among others, questions that established 

the extent to which citizens were satisfied with the way they are welcomed, the 

availability of leaders, the way their issues are resolved, the way they get explanations 

of government programs, the accessability of documents and the accountability of 

local authorities. The results from the survey concerning these issues are gathered in 

the figure below. 

Figure19: Citizen’s satisfaction with some activities of Local Government 


The figure 19 above shows that citizens were highly satisfied with the services 

delivered at local government. The highest net satisfaction of 89.7% and the lowest 

net dissatisfaction of 8.9% was found in explaining government programs to citizens. 

This was confirmed by the FGD interviews when they said “On every door there is a 

time table of how services are served, names and contacts of one in charge and even 


41

number of who you can call in case you are not satisfied with the service “. However, 

there is a need in the resolving issues raised by citizens and the accountability of 

local authorities to citizens because the net dissatisfaction is around 15%. It can be 

explained by the insufficient staff as said in the FGD like “There is even a problem of 

few workers who can’t do all the available work load” 

4.2.4 Level of satisfaction with LG leaders’ service delivery 

It is important for the citizens to gauge the way they perceive services offered by the 

local government at district, sector, cell and village level. This move holds the leaders 

accountable and enables them not to take their offices for granted. It is in that regard 

that the CRC 2015 included this as part of the areas to gauge citizens’ satisfaction. The 

results of the field study regarding the satisfaction of citizens with service delivery at 

district, sector and cell level are compiled in the figure below. 

Figure20: Level of satisfaction with the performance of LG leaders 


From the figure 20 above, it is seen that at the district level, the citizens were satisfied 

by 59.4% and dissatisfied by 4.0%. The high dissatisfaction of 18.7% and 13.7% is 

found at village level and cell level. The explanations given in FGD were that “There 

are not enough machines such as computers, printers and others which hinders work” 

and “There is no means of transport that is used to take the workers where they have to 

work” or “Lack of motivation to those who are not paid”. 


4.2.5 Citizen perception on existence of injustice, corruption, favoritism 

and divisionism in local governments 

Citizen engagement is taking root in every sense of governance promotion, as people 

attended public gatherings to solve problems, not only to raise complaints but also 

one cannot rule out that there still exist injust practices. Citizens are sensitized to 

take part in the fight against corruption. They are engaged but Rwanda is still on the 

journey towards a non-corruptsociety through zero tolerance to corruption. 

Favoritism is a hindrance to national development in terms of work performance and 

service delivery. Services at any level need to be delivered without regarding who 

receives them, but rather knowing that you hold an office to serve whoever demands 

the services, regardless of race, ethnicity, religion and region of origin or any other 

basis of divisionism. Therefore, any kind of discrimination in service delivery hampers 

people’s perception towards the service providers in general, as an institution or a 

sector. The CRC 2015 captured the citizen’s perception regarding the existence of 

injustice, corruption, favoritism and divisionism in local government, in the figure 

below. It includes “Somehow existent”,”Existent”and “Extremely existent”. 


43

Figure21: Citizen’s perception on existence of injustice, corruption, 

favoritism and divisionism in local governments 



According to the citizens’ perception depicted in the above figure, seven (7) districts 

declared the existence of injustice among the local government as above 30%. Those 

districts are: Nyaruguru (36.5%), Karongi (36.4%), Nyamasheke (32.7%), Kayonza 

(32.7%), Kirehe(32.7%). Bugesera (30.5%) and Nyanza (30.2%). On the other hand, 

two (2) districts declared corruption among the local government authorities as 

above 30%. They are Karongi with 33.4% and Nyaruguru with 31.5%. This figure 

also shows that six (6) districts delared favoritism as above 30%. They are Kayonza 

(38.7%), Nyaruguru (35.7%), Nyanza (34.6%), Karongi (34.6%), Bugesera (31.0%) 

and Nyamagabe (30.9%). There isn’t any district which declared divisionism as above 

30%. This implies that there is much need to mitigate injustice, corruption, favoritism 

and divisionism compared to conflicts in LG. The general performance is good but 

improvements need to be made as mentioned earlier. Focus Group Discussions 

indicated that village leaders ask for a bribe due to the reason of not being paid salaries. 

It was proposed that village leaders should get incentives to avoid misconduct. 

4.2.6 Citizen’s awareness on Council 

It is always important for the citizens to be aware of what is being done for them. The 

authorities need to update the public about government programs and community 

priorities and generally exhibit their activities at the key levels of the process, in 

social, economic and governance since the activities are to benefit them. The whole 

process goes through the council. It is in that regard that the CRC 2015 included this 

as part of the areas to gauge citizen awareness on the council. 

Figure22: Citizen’s awareness on Council 


45


According to the figure above, the high percentage of 54.0% of the respondents didn’t 

know the council, 33.9% knew it and its members and 12.1% knew it but didn’t 

know its members. This is a sign of unawareness of the decision making at the local 

government level and it needs intense sensitization among citizens. 

4.2.7 Citizen satisfaction with District, Sector, and Cell counselors 

It is worth noting that service beneficiaries in most cases need to give feedback 

on the way they perceive services rendered in order to establish mechanisms for 

improvement. It is in this regard that the CRC 2015 gauges the citizen’s satisfaction 

with advisory councils at district, sector and cell level. The findings of the study are 

stated as below. 


Figure 23 : Citizen’s satisfaction with counselors at district, sector and cell 

level 


It is indicated on the figure above that the lowest net satisfaction (very satisfied and 

satisfied) is with the district council which has an average score of 21.6%, compared 

to the sector and cell councils which have a score of 34.0% and 41.1.9% respectively. 

Generally, at all levels of administrative units, citizens didn’t know the council. That 

implies a lack of awareness of the citizens in decision making at all level of local 

government. 

4.3 CONCLUSION AND RECOMMENDATIONS 

Generally, the level of satisfaction with the services rendered by the local government 

and their performance is good at an average of 74.3% score across the selected 

indicators, and 80% according to FGD. Service provi ded by the local authorities 

are said to be good as citizens are served and in time, and the capacity of staff was 

generally said to be moderate. However, there were discrepancies in the level of 

satisfaction registered among services and levels. It is important to mention that 

service delivery to citizens has a high score compared to the knowledge of councils. 

In addition, a number of key challenges at LG level were highlighted during FGD, and 

need to be given attention: 

- Limited capacity of leaders at cell and village levels and lack of benefits to the 


47

village leaders. 

- Lack of office equipment and offices is a problem, especially at cell and village 

level. 

- Lack of transport facilitation is still a problem for local leaders, especially as 

they in most cases need to reach where there are issues that need attention of 

leaders or to reach different areas where they are needed. 

- Insecurity caused by drug abusers like locally brewed drinks that cause 

domestic conflicts and yet the capacity to prevent the acts at cell level is 

insufficient. 

- Information sharing and communication between local leaders and 

information exchange. 

- Local authorities have a challenge of limited number of staff at sector and cell 

level. 

Recommendations 

Based on the performance across indicators and a number of identified gaps, below 

are some of the recommendations to address the gaps established by the survey and 

FGD: 

- Joint efforts are needed to fight drugs and locally brewed drinks, from district 

level to the village level, under the monitoring of MINALOC. 

- Mechanism for the establishment of offices and equipment to local governments 

should be revised, done with the support of the provinces 

- Establish a way through which local leaders can get transport facilitation to 

reach out to the citizens, especially in place where there are urgent issues 

whichneed attention of a leader, done with the support of the provinces. 

- There is a need to improve feedback mechanisms like toll free numbers, 

information sharing, and sensitization about national programs and about 

ongoing activities as to ensure ownership, to be monitored by the province 

and MINALOC. 

- Corruption of any kind should be mitigated since it was highlighted as one of 

the key LG issues, mostly at village level where leaders ask for a bribe in the 

name of not being paid a salary, this can be ensured through the establishment 

of mechanisms to trap perpetrators. 

- The performance of all councils needs to be improved, by identifying the 

key effects of the performance and the ways to enhance their performances. 

Efforts should firstly target the district council since it had the lowest score 

and yet it is the highest decentralization administrative unit. 


CHAPTER 5: SERVICE DELIVERY IN THE JUSTICE SECTOR 


Based on the decentralization policy in Rwanda and specifically sectoral 

decentralization, justice services are decentralized, these can be explained in terms of 

justice mechanisms like mediators, Maison de Justice (MAJ), Courts and enforcement 

of Court ruling. This follows government’s desire to enforce rule of law and access 

to equitable justice—which is perceived as enabler and outcome of development. 

Therefore, Rwanda considers accessible and equitable justice as priority areas. Among 

other effort to ensure accessible and equitable justice, is the use of National Legal 

Aid Policy, where free or subsidized legal services are provided to eligible individuals 

or groups, majorly the poor and vulnerable people—as a mean to strengthen their 

access to justice (MINIJUST 2014). Nevertheless, the above efforts would be fruitless 

if the service providers abuse powers and do not enforce the rules—for example 

due to corruption, nepotism, divisionism—leading to delay in delivering justice and 

denial of justice 

5.2 FINDINGS 

This chapter presents findings from the citizens’ perception in justice in general. 

Findings show how respondents are satisfied with the services delivered by the justice 

system. The sector looked at generally various institutions with varying mandates but 

all aim at promoting the rule of law and access to equitable justice. Just as presented 

in the CRC 2014, the CRC 2015 measures respondents’ level of satisfaction with the 

services delivered in the justice sector as illustrated in the survey findings below. 

5.2.1 Satisfaction with service delivery in the justice sector 

The overall satisfaction of the citizens in the justice sector is 76.7% (net satisfaction) 

while the net dissatisfaction is 10.0%. The map below shows the overall satisfaction 

with the justice sector by district. 


49

Map 4: Satisfaction with the justice sector by district 


As it can be seen on the map 4, 19 districts were satisfied with the justice service 

delivery at the level between 75 – 100% and the other 11 were satisfied with the 

justice service delivery at the level between 50 – 75%. This indicates that the citizens 

were satisfied with the justice services delivery at a high level in general. 


Figure 24 : Overall satisfaction with the justice sector 


Figure 24 shows the citizens’ level of 

satisfaction with justice services. The 

findings as presented above indicate 

that the net satisfaction with justice 

services at national level was rated at 

76.7% by respondents, while the net 

dissatisfaction was 10%. It is worth 

stating that a significant number 

indicated that they did not know at 

13.3%. Compared to the findings 

of the CRC July 2014, there was 

good improvement because the net 

satisfaction then was rated at 61.6% 

while the net dissatisfaction was rated 

at 5.3%. 

In 2014 however there was the option of average available for respondents which 

may have impacted on either the net satisfaction or the net dissatisfaction. 

The findings above were also enriched by the information from the focus group 

discussion in which some issues such as; courts of law being free and independent, 

mediators work in transparency, MAJ helps in explaining laws and legal assistance 

and measures put in place to fight corruption in the district in general and specifically 

in some Sectors where training was conducted for cell and village leaders on how to 

fight corruption. These issues raised in focus group discussions may account for the 

improvement in justice indicated above. 

Figure 25: Satisfaction with the justice sector by gender 

Referring to the figure 25, the net 

satisfaction (satisfied and very satisfied) 

was 75.5% and 78% while the net 

dissatisfaction (not satisfied at all and 

not satisfied) was 9.6% and 10.5% for 

female and male respectively. When the 

findings above were compared to those 

of 2014, it shows great improvement 

whereby the net satisfaction was 29.1% 

and 26.1% and the net dissatisfaction 

was 2.8% and 2.6% for female and 

males respectively. 



51

As already mentioned above in 2014 there was an aspect of average which was 13.2% 

and 15.5% for males and females. It is also important to say that there is a minor 

difference in satisfaction and dissatisfaction between males and females towards 

service in the justice sector. 

When trying to establish the cause of the improvement in this sector, the information 

from the Focus Group Discussion was analysed from which the following issues 

were raised: Justice institutions were said to be functioning well, courts of law and 

mediators were functioning well, mediators solved the issue of frequenting the courts 

and loss of time. MAJ were also functioning well and corruption was minimal according 

to the discussion held. Other issues raised were: Adequate sensitization regarding 

settlement of cases was carried out, in addition the office of the ombudsman also 

helped quite a lot in some sectors. 

Figure 26: Citizen Satisfaction in some justice services 


The figure above shows a good performance in the justice sector in regard to services 

as shown on figure 26. In general the justice sector scored above average in all the 

indicators except in MAJ which was rated at 23.4% of net satisfaction. Findings of the 

survey also indicated that citizens appreciated the services provided by mediators 

more than other services in the justice sector at 79.0%. 


Further analysis of the findings above shows that the level of net dissatisfaction was 

relatively high and for a number of services it was 10% and above. In order to find 

out the possible cause of this dissatisfaction, the information provided insight with 

the following issues raised: Court fee (Amagarama) for opening a case of Frw 25.000 

is too high for the common citizen, especially for the poor, people were also still not 

happy with the distance travelled to reach a Court of Justice , it was observed that MAJ 

is not close to the people and as a result it is less known and subsequently less support 

to the people was given, this information justifies the reason why some people were 

not satisfied with some justice services. 


53

Figure 27 : Citizen’s perception on existence of injustice, corruption, 

favoritism and divisionism in justice sector sorted by District 



The figure above shows the incidence of some vices in the justice sector in the districts. 

The figure above shows the performance of districts concerning; Divisionism, 

favouritism, corruption, and injustice. When the occurrence of the mentioned vices was 

disaggregated by district, it is observed that the six districts had the least occurrence 

of the mentioned vice rated at below 10% and these are: Kicukiro, Gisagara, Ngoma, 

Bugesera, Musanze and Gakenke. The districts that exhibited the highest incidence of 

the vices mentioned, were rated at more than 20% are Karongi, Nyamasheke, Nyanza, 

Nyaruguru and Rutsiro. Karongi district exhibited the highest incidence of the above 

at more than 30% of favoritism, corruption and injustice. 

In order to compliment the above information, Focus Group Discussion information 

was analysed whereby a number of issues were highlighted which include: 

Resolutions of cases to be implemented by the executive secretary were said to be 

many; given the fact that they also have other responsibilities. Independent court 

bailiffs take advantage of this to exploit people. Another issue is that the number of 

Gacaca resolutions that were not implemented remains high. These may in one way 

or another lead to the occurrence of one of the above problems in the justice sector 

Figure 29 : Personal experience with Injustice, Corruption, Favoritism and 

Divisionism 


The figure above shows the rating of citizens concerning their personal experience 

with one of the vices in justice sector. The findings of the survey show that injustice 

was experienced most by the respondents and rated at 19.5%, while divisionism was 

the least experienced problem by the respondents rated at 7.5%. 


55

The findings generally show that the occurrence of the mentioned issues was 

minimal as depicted in the graph above where only a few people have individually 

faced injustice, been demanded a bribe, encountered favoritism or divisionism. 

These findings were further informed by the FGD results which indicated that, the 

sector faces normal challenges like perennial lack of adequate manpower, since those 

responsible for handling cases at cell level are grossly overloaded—but generally 

emphasized that the general state of affairs is good. 


The level of citizen satisfaction in the justice sector was high; citizens perceived the 

sector to be doing well generally, at all levels—reflected by the level of independence 

among judicial institutions. However, some challenges were highlighted including the 

MAJ performance and law and rights sensitization. The key challenges in the justice 

sector, as observed in the FGD included: 

- Resolutions of cases are normally implemented by the executive secretaries, 

yet they have so many other responsibilities. This implies that resolutions 

of cases take very long since they are dependent on the availability of the 

executive secretary who is often occupiedwith other responsibilities. The 

possible option of the availability of private court bailiffs was said to be very 

expensive and not affordable by citizens. 

- Some problems related to resolving court cases are a result of individual 

perception and understanding. The way court cases are resolved is not 

accepted since it leads them to take very long. 

- High court fee (Amagarama) for opening a case of Frw 25.000 is too high for 

the common citizen, especially for the poor; this makes it almost impossible to 

get justice for some citizens especially for the poor. 

- MAJ was not close to the people according to the respondents and as a result 

it is less known and subsequently gives minimum support to the people. It 

operates at the district, which is far away from the people. 

The recommendations given by respondents especially in the focus group discussion 

are the following: 

- To lower the court fee, or put them in categories to cater for the poor, this can 

be monitored by MINIJUST and the Ombudsman’s office. 

- Mediators should get trainings, especially on new laws to stay updated about 


the laws, MINIJUST can ensure this. Therefore, this was put forward as an 

important resolution given the importance of this institution for the citizens. 

- It is important for MAJ to be working with the sector officials and to reach 

out to the people more often, rather than waiting for people to come to the 

district. This can be ensured by the district. MAJ should make visits to villages 

and have offices at the courts. 

- The LG has to conduct sensitization at decentralized levels on different laws, 

so that citizens are aware of their rights and know how to demand them from 

the appropriate institutions. This should be organised by the District. 


57

CHAPTER 6: RESPECT OF GOVERNANCE PRINCIPLES AND CITIZEN TRUST 

IN GOVERNANCE INSTITUTIONS 


“Governance is the exercise of economic, political and administrative authority to 

manage a country’s affairs at all levels, comprising the mechanisms, processes, and 

institutions through which that authority is directed”. It also refers to the attributes 

that are most likely to promote development, human rights, justice and peace. Those 

attributes include: state capability; accountability; responsiveness; inclusiveness; 

fairness and legitimacy. In its Vision 2020, Rwanda views governance as one of the 

principal pillars of development, and the process of decentralization. Governance 

has been focusing not only on setting up structures for strengthening democracy and 

community development at grassroots level, but also on the relationship between 

local government officials and citizens, and good service delivery. Some of the major 

components of governance such as democracy, human rights, freedom of speech 

and thought, justice, national identity, gender equality and the citizens’ perceptions 

of major government institutions such as the President’s office, the parliament and 

the courts, were examined to gauge the extent to which they have been realized in 

the country and how the mentioned institutions were perceived by the citizens they 

serve. 

6.2 FINDINGS IN THE RESPECT OF GOVERNANCE PRINCIPLES AND TRUST 

IN GOVERNANCE INSTITUTIONS 

This sector captured the citizen perception on: Governance institutions in promoting 

good governance and social cohesion, leaders upholding unity and reconciliation, 

independence among justice institutions and awareness of the Rwandanness. 

The research findings further revealed also the citizen satisfaction with access to 

information on government programs and independence of journalists. 

The map below shows the overall satisfaction with the governance programs by 

district. 


Map 5: Satisfaction with governance services by district 


The map 5 above clearly indicates a generally high level of satisfaction by respondents 

given the fact that 29 Districts out of 30 rated governance services at 75% and above. 

The overall satisfaction at national level is further represented in the figures below. 


59

Figure 30 : Satisfaction with respect of governance principles and trust in 

governance institutions 

Figure 30 shows the citizens’ 

overall level of satisfaction 

with respect of governance 

principles and trust in 

governance institutions. 

According to the findings 

presented on the graph, the net 

satisfaction stood at 89.4% of 

the respondents at the national 

level. Conversely, the net 

dissatisfaction was displayed 

by 8.2% of the respondents. 


These findings when compared to the CRC 2014, show that there was some 

improvement since the net satisfaction in 2014 was 81.3 % while the net dissatisfaction 

increased from 1.3% in 2014 to 8.2% in 2015, however in 2014 there was an aspect of 

average rating that could account for this seemingly negative trend. It is worth noting 

that service delivery in governance matters was highly appreciated by respondents as 

shown by a quite high rating for both reports. 

Figure 31: Satisfaction with respect of governance principles and trust in 

governance institutions by gender 


The figure 31 shows citizens’ satisfaction 

disaggregated by gender, where the net 

satisfaction (satisfied and very satisfied) with 

respect of governance principles and trust in 

governance institutions was 89% and 90% 

while the net dissatisfaction (not satisfied at 

all and not satisfied) was 8.1% and 8.3% for 

females and males respectively. There was a 

very big improvement in the 2015 findings 

compared to the findings in the CRC 2014 

whereby the net satisfaction was 43.3% and 

38.8% and the net dissatisfaction was 0.7% 

and 0.6% for females and males respectively. 


The findings above show a very high level of satisfaction among both sexes as indicated 

by the rating given to service delivery in this sector. To compliment the findings 

above, focus group discussions were held. A number of good practices were revealed 

during such discussions which could possibly explain the high level of satisfaction 

in governance. They include the following: Accountability given to citizens during 

performance contracts, participation in selection of beneficiaries for important 

programs such as Girinka, suggestion boxes at the sector offices in which people are 

free to give their opinions, receiving information on government programs through 

different forums and meetings between leaders and citizens particularly meetings 

after Umuganda, consultations with citizens especially during village councils (Inteko 

rusange) and parents’ sessions (akagaroba k’ababyeyi). Other important practices 

such as holding free and fair elections and council meeting were highlighted to 

express the citizen’s satisfaction with service delivery in the governance and social 

cohesion sector. 

Figure 32 : Citizens satisfaction with some governance principles 


The Figure 32 above shows the citizens’ satisfaction with different governance 

principles examined during the survey. The findings of the survey indicated a high 

level of satisfaction among the respondents for the governance principles in the 

survey since all of them were rated above 80% as shown above. 


61

The findings indicated that upholding Rwandanness was the best rated at 94.2%, 

other governance aspects which were highly rated are: pursuit of National Unity 

and upholding freedom of thought rated at 93.3% and 90.9% respectively. Fighting 

Corruption was given the lowest rating albeit at 83.5% which was also quite high. 

Reasons for very good ratings of these programs were found in the discussions held 

with focus groups and they include the following: proximity of the sector offices to 

citizens where issues are resolved in time, open day meetings for better accountability 

and feedback given to citizens regarding the activities performed for them, service 

providers are required to display their work tasks and responsibilities and their 

supervisor’s telephone numbers on their office doors, so that if citizens were unable 

to get served, they may contact the supervisor. It was also revealed that the citizens’ 

councils (inteko z’abaturage) play an important role in finding solutions for citizens 

needs. These were some of the important practices in the governance that may account 

for impressive performance as indicated in the rating of the governance principles 

shown above. 

Figure 33 : Citizen’s trust in Governance institutions 


The figure 33 above shows the citizen’s trust in governance institutions. The findings 

generally show a very high level of trust that citizens have in the governance 

institutions, whereby the examined institutions were rated at more than 80% of the 

net trust (a lot and very much). The Presidency of the republic was the most trusted 

institution with a net trust of 99.1% while the parliament was the least trusted 

institution with 86.7%. 


In trying to find out the reasons for this particularly high trust in governance 

institutions a number of interesting reasons were advanced in discussions held with 

focus groups, which would said that: Freedom of speech by citizens and the fact that 

all programs start from lower levels where citizens give out ideas, which are afterwards 

forwarded to higher levels. This implies a good application of decentralisation which 

was initiated by the government; freedom of speech is given to citizens to express what 

might not be going as well as they wish; Mediators have dealt with land cases and family 

issues, which has led to the reduction of problems because some of those cases are solved 

at cell and village levels; implementing court decisions was also said to be going well, 

citizens in most cases are brought to resolve issues amicably without going to public 

courts in order to prevent expenses for instance public auction for those that have lost 

cases. The above stated governance issues and others which are already mentioned 

while analysing other aspects in this sector, clearly indicate a political system that 

encourages citizen participation, promotes the citizens’ freedoms and endeavours to 

dispense fairness and justice which explains why these institutions above are highly 

respected. 

Figure 34 : Citizen’s perception on governance institutions in promoting 

good governance and social cohesion 



63

The figure above shows citizens’ perception of different governance institutions 

and how they promote good governance and social cohesion. The findings generally 

indicated that most of the governance institution in the survey were well rated with 

most of them above 50%. The findings of the survey further indicated that local 

authorities and religious denominations were the best rated at 89.9% and 89.7% 

respectively. The labour commission was the least appreciated at 35.1%. It is worth 

noting that the net dissatisfaction for all the institutions was generally low and 

below 10%, however local authorities had the highest net dissatisfaction at 7.8%. 

Further analysis of this relatively high dissatisfaction in local governments was 

revealed in focus group discussions where issues such as: lack of capacity of some 

leaders especially at village and cell levels, the number of staff in local institutions was 

said to be insufficient compared to the tasks they handle and the issue of transport 

and communication which was prominent among issues raised that hindered the local 

leaders from executing their duties efficiently. 

Figure 35 : Citizen’s perception on how leaders upholding unity and 

reconciliation 

The figure 35 shows the perception 

of citizens on how leaders uphold 

unity and reconciliation, the 

findings above affirm that leaders 

uphold unity and reconciliation 

with a net appreciation of 

93.3% and a very minor rate of 

dissatisfaction of 5.6%. 


In trying to establish reasons for such an impressive rating of leaders in upholding 

unity and reconciliation, analysis of information provided by focus group discussions 

was done in which issues such as: fair and equal treatment of all citizens; sensitization 

and involvement of citizens in government programs which strengthens unity among 

the citizens and ensuring that justice is done in their areas were some of the reasons 

for such high ratings of leaders in upholding unity and reconciliation. 


Figure 36 : Perception on independence among justice institutions 

The figure 36 shows the citizens’ 

perception of their independence of 

courts and parliament. The results 

of the survey show that citizens 

perceived the two institutions to 

be independent with a rating of 

67.4% and 64.8% for courts and 

parliament respectively. 


Compared to the rating of other governance indicators, it was evident that perception 

of these two institutions was relatively low. In order to establish reasons for this rating, 

the information from the focus group discussion revealed that issues such as: Taking 

long to implement court decisions, MAJ being far from the citizens and insufficient 

knowledge about the laws by the citizens were some of the issues advanced. 

Figure 37 : Citizens awareness of the Rwandanness 


The figure 37 shows the citizen 

awareness of Rwandaness. The 

results of the survey show that 

citizens were aware of their national 

identity (Many 38.9% and 53.4%) by 

a percentage of 92.3%. The findings 

clearly indicated that citizens were 

abundantly aware of themselves as 

being Rwandans which is shown by 

the percentages above. 

The reasons behind this were revealed in the information from focus group discussions 

held, showing governance issues such as: Involvement of citizens in decision making 

on issues that affect them, electing their leaders in a liberal and transparent manner, 

and meetings with their leaders on a number of important issues were some of the 

reasons that explain why citizens felt they were indeed Rwandans with a voice in the 

governance of the county. 


65

Figure 38 : Satisfaction with access to information 

The figure 38 shows 

citizen satisfaction with 

access to information. 

The findings of the survey 

show that the overall 

net satisfaction (Big and 

very big) of respondents 

was 65% while the net 

dissatisfaction (very little 

and little) was 32.9% 

which was relatively high. 


From the focus group discussion held, it was revealed that citizens get information 

from a number of sources such as: meetings with their leaders, written announcements 

read out to them especially after Umuganda was held every month and a radiostation 

was introduced from which the citizens get information on various issues including 

the government programs. 

Figure 39 : Channels to get information on government programs 


Analysis of the findings above indicates that the written media sources were among 

the lowest rated sources of information for citizens which may point out to high levels 

of illiteracy among the citizens, secondly it is evident that ICT was still not widespread 

in the country since internet was the lowest rated source of information as shown 

above. The findings above further show that television was still out of reach for a big 

number of citizens, possibly because it is expensive or because there is a lack of other 

facilities like electricity on a wider scale particularly in rural areas. 

66 Rwanda Citizen Report Card Survey 2015 

The figure 39 shows the 

citizens’ ratings of a number 

of media channels from 

which they are able to receive 

information on government 

programs. The findings 

presented indicate that 

radio was the main source of 

information rated at 85.2% 

and the lowest rated source 

of information was internet 

at 10.9%.

Figure 40 : Perception on independence of journalists 

The Figure 40 shows the perception 

of citizens concerning the 

independence of journalists, where 

the majority of the respondents 

indicated that the journalists were 

independent. This is represented 

by 69.4% of the respondents while 

27.2% indicated that they did not 

know and a small minority of 3.4% 

indicated that the journalists were 

not independent. 


From the findings above it is evident that journalists have a conducive environment in 

which they practice their profession since they work independently and therefore it 

can be deduced that the information they produce is to a greater extent balanced and 

unbiased and hence reliable. 


During this survey, a number of conclusions were made and recommendations can 

be formulated from the discussions which were held in focus groups. Presented 

below are some of the recommendations. 

The number of staff available at some levels for instance at the Cell and Village levels, 

as well as the skills and competencies required to execute the duties assigned to 

them were found to be insufficient. To address this challenge, some respondents 

recommended to increase the number of local staff if possible and also avail trainings 

to the available staffs in order to improve their performance. To address the issue of 

capacity gaps in a sustainable way, it was recommended to establish a training program 

for local leaders in: Governance, basic management, conflict management and other 

topics relevant to the work of local leaders. This training should be organized in such 

a way that it does not create a vacuum and should be done at least once a month or 

at any other time interval deemed necessary by the authorities responsible for local 

governments. Training was recommended by members of quite many Focus Groups 

across the Country. 

Lack of transport by local leaders was another recurrent issue voiced by a number of 

respondents especially during the Focus Group Discussions held. This challenge was 

pointed out as a major hindrance to achievement of goals by leaders especially those 

at cell and village levels. Leaders at these two levels were constrained and could not 


67

easily reach the areas where they were supposed to be attending issues of the citizens, 

some of which urgently needed theirattention. This issue was raised in almost all 

districts. Facilitation of local leaders in terms of transport was recommended by the 

majority of the respondents in the focus groups which they said would allow them 

to attend the issues raised by the citizens in a timely manner and hence improve the 

delivery of services in the governance sector. 

The survey indicated a serious challenge for some levels of administration especially 

the sector level, where there was no sufficient budget to cover different needs like: 

office furniture, computers and stationary. This was mentioned as a challenge to 

service delivery in the governance sector. Budget constraint was also mentioned as 

a challenge in situations where the sector invited some people for meetings but was 

not able to compensate their transport back which demotivates people to attend 

meetings organized by leaders of the sectors. The recommendation was that more 

budget should be availed to sector and cell levels in line with tasks and responsibilities 

that they are handling, especially when some responsibilities are decentralized to this 

level. 

The lack of involvement of citizens in planningwas revealed during the survey. There 

are some programs that are brought to local leaders, for them to implement without 

involving the citizens. This also applies to citizens that are called to participate in 

implementation of activities and programs and yet they did not participate in planning 

those programs. This leads to resistance by citizens because they do not own such 

programs or because they do not understand them. Another issue raised was the fact 

that many programs implemented were emergency programs rather than planned 

ones. In cases of such programs, people do not embrace them wholeheartedly 

because they are not prepared for them. The recommendation was that local leaders 

and citizens should be involved right from the start in programs planned for them; it 

was also recommended that proper planning should be done to avoid many activities 

that are introduced as emergencies. 

There is lack of commitment by some local leaders especially by cell leaders because 

they are not paid salaries which requires them to work voluntarily. This is a serious 

challenge because they have the biggest workload (meetings, domestic issues, care 

for their own homes, etc). It was indicated that they get overworked considering the 

fact they are not paid regular salaries but rather sacrifice their time without pay. The 

recommendation was that this should be examined by the concerned authorities in 

order to find a sustainable way of remunerating local leaders who clearly are useful 

in service delivery in the governance sector. 


Defining the roles and responsibilities of some local staff. During the survey it was 

found out that the roles and responsibilities of the staff at local levels were conflicting 

and not clear. The example given was that of the person in charge of Etat Civil and 

the one in charge of agriculture at the sector level. This led to confusion and poor 

execution of duties by the staff in consideration. The recommendation was that their 

roles should be clearly defined and distinguished and that each of them should be 

given an appointment letter with his or her duties and responsibilities attached in 

order to avoid confusion which hinders efficient service delivery in governance Sector. 

Further decentralizing some responsibilities, services and institutions to levels that 

are closer to the citizens ( cells and villages). One of such institutions is MAJ that is said 

to be at the district level and yet the services that it renders are for the village and cell 

levels. In the same vein it was also revealed by the study that the judicial representation 

was quite expensive and not affordable to ordinary citizens. The recommendation 

is to find a way of subsidizing legal representation by the government for the poor 

people and to decentralize further some institutions to village levels. 


69

CHAPTER 7: SERVICE DELIVERY IN THE HEALTH SECTOR 


The Ministry of Health is committed to improve the Rwandan population’s health 

situation by strengthening the quality of service delivered and providing access to 

treatment through universal health insurance coverage (Mutuelles de Santé). To 

enhance public health services, the MOH is in the midst of deepening reforms which 

will address the traditional health problems as well as new challenges posed by the 

pandemic of HIV/AIDS and other infectious diseases. 

The Ministry of Health laid down seven major policy objectives for the health sector: 

- To improve the availability of human resources; 

- To improve the availability of quality drugs, vaccines, and consumables; 

- To expand geographical accessibility of health services; 

- To improve financial accessibility of health services; 

- To improve the quality of services in the control of disease; 

- To strengthen national referral hospitals aswell as research and treatment 

institutions; and 

- To strengthen institutional capacity 9 . 

In this study, a sample of 11,013 respondents randomly selected across the 30 districts 

of Rwanda expressed their opinions on services delivered by health institutions 

during the 12 months reference period. They expressed how they were satisfied with 

health services in general and also their accessibility. The data was disaggregated at 

the national level and district level 

7.2 FINDINGS 

The findings in the health sector concern the general appreciation of health services, 

the satisfaction with health services provided in sensitization on nutrition, providing 

ambulance, health councelor’s services and in reproductive health services, the 

waiting time to meet a doctor or a nurse, the pharmacy’s services and the health 

infrastructure and equipments, the distance to reach the nearest health facility and 

the kind of medical insurance used. 

7.2.1 Satisfaction with health services 

The overall satisfaction with health services was 77.4% and the illustration of the 

findings according to the districts is presented in the map below. 

9 RDHS, 2010, p4 


MAP 6: Illustration of the level of satisfaction of health services on a map 


The map6 above shows that respondents generally appreciated services provided in 

the health sector. The findings further indicated that in 20 districts out of 30, the 

respondents’ satisfaction was above 75% while the satisfaction of respondents in 

10 districts was between 50%-75%. The findings illustrated were a good indicator 

of the service delivery in the health sector, and the satisfaction of the health sector 

may be attributed to government programs such as: health insurance (Mutuelle de 

santé), decentralization of health services and the introduction of voluntary health 

councilors. However, it is worth noting that 26 districts had a net dissatisfaction of 

above 10%. This is important for policy makers in the health sector to investigate the 

reasons fo this relatively high level of dissatisfaction. 

The figure below shows the overall net satisfaction and the overall net dissatisfaction 

of the citizens with services provided by health institutions at the national level. 


71

Figure 41 : Overall satisfaction with health services 

The findings in the figure 41 show a 

net satisfaction of 77.4%. Compared 

to the CRC 2014 there was great 

improvement since it was 64.1% in 

that year. The net dissatisfaction was 

17.4%. This indicates that citizens 

appreciate the services provided by 

health institutions. 


To compliment the information from the respondents some FGDs were held from 

which a number of issues were raised, these were: The shortage of drugs or insufficient 

health centers or health posts. “Drugs are available but not sufficient” or “Some drugs 

are not provided, medicine is not enough generally. There is no Doctor at the health 

Center.”or “The sector has one health centre and one health post which are not enough” 

or “There is a health centre, but with inadequate materials and no ambulance.” “Each 

hospital has 4 ambulances, yet there are 20 health centers. So a health center has to 

wait for an ambulance when one is needed urgently.” Lack of qualified personnel 

was another challenge raised by the FGD participants as “On health staff, the medical 

personnel is not enough, at the health center we have medical assistants and a doctor 

visits only once a week.” 

Regarding the infrastructure, some challenges were raised as: “However there are 

issues; some sectors don’t have a health center, there is no electricity and water” or “We 

have adequate equipment and a laboratory, but there is only one health facility in the 

sector, yet the citizens are many.” The distance covered was also said to be among the 

challenges as “hospitals are very far compared to health centers, so ambulances may 

take long to reach the hospital”. The problem of paying insurance fees was also raised 

by the participants when saying: “In health things are not good because citizens don’t 

provide health insurance fees as is to be given, which affects the way they get medicine” 

or “mutuelle contributions are paid, but services regarding mutuelle are still poor, and 

equipment is lacking”. 

All these challenges and others, (see Appendix 5) partly explain the citizens’ 

dissatisfaction rated at 17.7%. 


7.2.2 Satisfaction with health services by gender 

Disaggregated by gender, the findings are shown in the figure below. 

Figure 42 : Satisfaction with health services by gender 

From the figure 42, disaggregated by 

sex, the respondents were satisfied 

with health services at 77.7% for 

females (58.3% satisfied and 19.4% 

very satisfied) while it was 77.1% for 

males (56.2% satisfied and 20.9% 

very satisfied). On dissatisfaction, 

they were quasi-equal with 16.2% of 

males against 16.7% of females. There 

was no significant difference between 

males and females in satisfaction or 

dissatisfaction with health services. 


7.2.3 Citizens’ satisfaction in some health activities 

In this survey, respondents appreciated the health services provided in sensitization 

on: Nutrition, providing ambulance, health councilor’s services, reproductive health 

services, the waiting time to meet a doctor or a nurse, the pharmacy’s services and 

the health infrastructure and equipments. The rating of mentioned services by 

citizens is illustrated in the figure below indicating the net satisfaction and the net 

dissatisfaction. 


73

Figure 43 : Citizens’ satisfaction in some activities 


7.2.4 Perception of health facilities 

The figure 43 shows that 

the citizens were more 

satisfied with the health 

councilor’s services rated 

at 93.1%, followed by the 

sensitization in nutrition at 

88.9% and the reproductive 

health services at 86.0%. 

However, there were services 

with a significantly high net 

dissatisfaction expressed 

by respondents and these 

were: The waiting time 

for a patient to meet a 

doctor / nurse with a net 

dissatisfaction of 33.7% and 

the pharmacy services at 

32.0%. 

The table below presents the general perception of citizens on health services in 

hospitals, health centers and health posts. The results were disaggregated by districts. 

Table 8 : Perception of health facilities 

Hospital Health centers Health posts 

Ngoma 94.8% 78.6% 44.6% 

Nyamasheke 93.4% 73.0% 55.1% 

Kirehe 92.9% 82.0% 66.9% 

Nyabihu 89.3% 91.3% 88.1% 

Nyagatare 88.2% 86.5% 71.3% 

Rulindo 87.5% 89.7% 76.1% 

Ngororero 87.0% 83.8% 77.5% 

Gatsibo 85.6% 89.1% 84.7% 

Huye 84.1% 76.7% 47.6% 

Nyamagabe 84.0% 83.7% 47.2% 

Ruhango 83.6% 81.8% 73.9% 

Burera 83.3% 79.0% 81.4% 

Gisagara 82.7% 73.2% 36.0% 

Nyanza 81.9% 69.5% 60.0% 

Gicumbi 81.3% 73.1% 75.5% 


Hospital Health centers Health posts 

Nyaruguru 79.7% 90.5% 55.6% 

Rusizi 79.3% 68.0% 42.9% 

Gakenke 78.9% 86.5% 64.7% 

Kicukiro 78.8% 64.6% 54.6% 

Rutsiro 77.8% 77.5% 59.4% 

Kamonyi 77.1% 77.9% 72.5% 

Gasabo 76.9% 66.9% 58.6% 

Rubavu 75.9% 77.4% 68.2% 

Karongi 74.2% 74.9% 60.4% 

Nyarugenge 71.1% 62.6% 59.3% 

Muhanga 70.4% 78.8% 60.4% 

Bugesera 67.9% 57.2% 37.4% 

Rwamagana 62.6% 64.9% 57.7% 

Musanze 61.9% 75.6% 67.0% 

Kayonza 60.0% 54.9% 39.0% 

Net satisfaction 80.3% 76.6% 61.6% 


Table 6 above shows the comparative satisfaction of respondents for hospitals, health 

centers and health posts. As indicated by the table above, respondents were more 

satisfied with services provided by hospitals with a total net satisfaction of 80.3% 

while the net satisfaction for health centers and health posts was 76.6% and 61.6% 

respectively. Hospitals also had more districts (23) that were satisfied with their 

services rated above 75%, while services provided by health centres and health 

posts rated above 75% were shown in8 and 6 districts respectively. The low level of 

satisfaction in health posts’ services can be explained by the fact that the health posts 

were newly installed and the personnel and equipment were not at the standard of 

other health facilities. 

7.2.5 Access to health facilities 

The distance covered to reach the nearest health facility is an indicator of accessibility 

to health services by the citizens. The categorization of the distance considered in this 

survey was as follows: “less than 2km”, “2km – 5km” and “above 5km”. The findings of 

the study are presented in the figure below. 


75

Figure 44 : Distance traveled to reach the nearest health facility 


The figure 44 shows that 53.2% 

of the respondents travel less 

than 2 km to the nearest health 

centre/ hospital, while 14.5% 

travel over 5km. Compared 

to the CRC 2014, there is an 

improvement because it had 

been 44.1% in the previous year. 

In FGD, respondents reported that there was a need to build more health posts and 

health centers as people still cover long distances seeking for medical services. This 

is supported by 14.5% of the respondents who indicated that they travel above 5km. 

7.2.6 The health insurance used 

In order to establish accessibility to health services, this survey sought to gauge the 

status of adherence to different medical insurances by citizens. Presented below are 

the findings of the survey on the insurance used by citizens at the national level. 

Figure 45 : The health insurance used 

According to the figure above, 90% 

of the respondents indicated that 

they use “Mutuelle de santé” as their 

health insurance, but there is also a 

proportion of 6.5% that use no health 

insurance. This part of population 

is under high risk of paying a lot of 

money for medical treatments. 




The overall satisfaction with services provided in the health sector was 77.4%. The 

citizens’ access to health facilities was well appreciated by respondents as it is shown 

by the access to the hospital and the health center which was rated at more than 

50% for all the districts. 90% indicated Mutuelle de Santé as their health insurance. 

The citizens were in particular satisfied with: The health councilor’s services, the 

sensitization in nutrition and the reproductive health services which were rated 

at 93.1%, 88.9% and 86.0% respectively. However there were still challenges as 

expressed in FGD regarding the distance to some health facilities, medical personnel, 

infrastructure and even a percentage of 6.5% that said they didn’t use any health 

insurance. 

From the findings of this study, the following recommendations were made: 

- Improve the infrastructure of health facilities (e.g. rooms, laboratory…); 

- Increase the list of medicine to the Mutuelle de Santé insurance as they do to 

RSSB insurance; 

- Increase the number of medical personnel in health centers and health posts 

and build their capacity through trainings; 

- Step up the sensitization of the citizens on preventable diseases and 

reproductive health; 

- Increase the health transport facility especially the ambulances at health 

centers and posts. 


77

CHAP 8. SERVICE DELIVERY IN HYGIENE AND SANITATION SECTOR 


This section examines the citizen satisfaction with services delivered in the hygiene 

and sanitation sector. The promotion of hygiene contributes to the prevention of 

diseases and good welfare of citizens. Lack of access to improved sanitation facilities 

and poor hygiene practices, particularly in rural areas, normally contribute to 

high incidence of sanitation and hygiene related mortality and morbidity. Lack of 

appropriate sanitation services and poor hygiene could also contribute to high rates 

of stunting among children due to diarrheal diseases. On the 16th January 2014, 

Rwanda officially launched a six-months national campaign to improve personal, 

domestic and public places hygiene 10 . Efforts for the campaign were focused on the 

promotion of hygiene in six issues: 

- Hand washing using soap and general body hygiene; 

- Home water treatment; 

- The hygienic handling of drinking water and fetching and storage facilities; 

- The hygienic use of domestic and public latrines; 

- Food hygiene; 

- General hygiene in public places, such as health facilities (notably prevention 

of communicable infections) schools, workplaces and food establishments. 

8.2 FINDINGS 

In this study, the respondents expressed their perception regarding hygiene in health 

facilities (hospitals, health centers and health posts) and other facilities like: Markets, 

bars, restaurants, homesteads and personal hygiene and also local authorities’ 

offices. This study further sought reasons for lack of hygiene in some places and the 

predominant diseases. The data was disaggregated at the national level and district 

level. 

Presented below, is the overall net satisfaction at district level represented on the 

map. 

10 http://www.afro.who.int/en/rwanda/press-materials/item/6217-launching-of-hygiene-national-campaignand-global-hand-washing-day-in-rwanda-2014.html 

(10/10/2015.) 


Map 7: Satisfaction with hygiene and sanitation services by District 


The map above shows findings of the survey represented geographically. The 

information provided indicated that satisfaction in four districts was above 75% 

according to the respondents, while respondents in 25 districts expressed satisfaction 

between 50% and 75% and one district expressed a net satisfaction between 25 – 

50 % with hygiene and sanitation services. The findings above show that citizens 

were not very satisfied with the state of hygiene and sanitation expressed by a large 

number of districts falling in the second category between 50% and 75%. 

8.2.1 Satisfaction with service delivery in the hygiene and sanitation 

sector 

The perception on hygiene and sanitation was expressed through the percentage of 

respondents that was either satisfied, very satisfied, not satisfied or not satisfied at all 

with services related to hygiene and sanitation. 


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Figure 46 : Satisfaction with Hygiene and Sanitation 


The figure 46 shows a net 

satisfaction of 64.8% with 

hygiene and sanitation services 

and a net dissatisfaction of 30.7%. 

Compared to 2014 CRC, there was 

a decline in this sector because the 

net satisfaction then was 69.6%, it 

should be noted however that in 

2014,the indicators assessed were 

different from those of 2015. The 

high rating of dissatisfaction with 

the hygiene and sanitation sector 

is explained by the shortage of 

water as mentioned in FGD. 

8.2.2 Satisfaction with Hygiene and Sanitation by gender 

Disaggregated by gender, the satisfaction with hygiene and sanitation sector is as 

follows: 

Figure 47 : Satisfaction with hygiene and sanitation disaggregated by Gender. 

The figure 47 shows that 

the net satisfaction (a lot 

and very much) was 64.6% 

and 65.1% for female and 

male respectively while the 

net dissatisfaction (none 

and little) was 29.6% and 

32.1% for female and male 

respectively. 



8.2.3 Citizen satisfaction with hygiene and sanitation in some places 

The citizen’s satisfaction with hygiene and sanitation in some places such as the health 

facilities, markets, bars and restaurants, homesteads and local authorities’ offices are 

expressed in the figure below. 

Figure 48 : Citizen’s satisfaction with hygiene and sanitation in some places 


The figure 48 shows that citizens were more satisfied with the hygiene and 

sanitation in health facilities with 92.6%, followed by the hygiene and sanitation in 

local authorities’ offices with 89.6% and the hygiene and sanitation in the markets 

with 61%. However, one must note that they were comparably dissatisfied with the 

hygiene and sanitation in the bars and restaurants with 51.5% and in homesteads and 

personal hygiene with 50.7%. This high rate of dissatisfaction points out challenges 

that ought to be addressed by the concerned authorities. 

The high rate of satisfaction was due to external companies which were hired for 

cleaning, as expressed by the participants of the FGD. 

8.2.4 Perception on causes of lack of hygiene 

The survey examined the causes of lack of hygiene under the following indicators: 

lack of sensitization, poverty, insufficient water supply, mindset and settlement. The 

findings of the study are compiled at national level in the figure below. 


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Figure 49 : Perception on causes of lack of hygiene 


In general, the level of understanding or ignorance was qualified as the main cause of 

improper/lack of hygiene by the respondents with a proportion of 64.5%, followed 

by poverty with 43.1% of the respondents. This means that many efforts are needed 

to change the citizen’s mindset regarding hygiene and sanitation. 

8.2.5. Perception of predominant diseases 

Common encountered diseases examined in this survey are the diseases caused by 

unhygienic conditions, diseases caused by malnutrition, malaria, sexually transmitted 

diseases and heart related diseases and cancer. The findings are combined in the 

figure below. 

Figure 50 : Perception of the predominant diseases 



The figure 50 above shows clearly that malaria was the predominant disease as 

expressed by 61.0% of the respondents followed by the sexually transmitted diseases 

(STDs) by 43.7% of the respondents. This is confirmed by the FGD interviews when 

saying “Malaria and flue are among predominant diseases that are affecting citizens 

especially at the grassroot”. 

8.2.6 Perception on causes of malaria 

The causes of malaria under this survey were revealed to be a lack of sensitization, 

lack of mosquito nets, mosquito nets that are not treated and also an unhygienic 

surrounding. The results of the survey are compiled at national level in the figure 

below 

Figure51 : perception on causes of malaria 


The causes of malaria were mainly the mosquito nets that are not treated (26.7%), 

followed by the unhygienic surrounding (21.4%). The lack of sensitization was the 

lowest with 6.8%, while the lack of mosquito nets represents 19.8% of the respondents. 


83

8.3 Conclusions and recommendations 

The overall satisfaction with hygiene and sanitation services was 64.8% and the net 

dissatisfaction was 30.7%. In general, the level of understanding or ignorance was 

qualified as the main cause of improper/lack of hygiene by the respondents with 

64.5% while poverty was qualified as a cause of improper hygiene by 43.1% of the 

respondents. 

Malaria was the predominant disease as expressed by 61.0% of the respondents 

followed by the sexually transmitted diseases (STD) with 43.7%. 

The causes of malaria were mainly mosquito nets that are not treated (26.7%), 

followed by unhygienic surroundings (21.4%), the lack of sensitization was the lowest 

with 6.8% while the lack of mosquito nets represented 19.8%. 

From the findings of this study, the following recommendations were made: 

- Provide clean water to improve sanitation; 

- Step up the citizen sensitization on STDs; 

- Increase the sensitization of the citizens in improving hygiene and sanitation; 

- Provide the mosquito nets and monitor their utilization. 


CHAPTER 9 : SERVICE DELIVERY IN THE CITIZENS’ SOCIO-ECONOMIC 

WELFARE SECTOR 


According to the national social protection strategy of January 2011 by MINALOC, 

a number of categories of the population are particularly vulnerable to poverty 

including older people, those living with disabilities, young children, female-headed 

households, genocide survivors and the historically marginalized groups. The 

Rwandan government’sstrategy therefore sought to assist these vulnerable groups by 

creating a basic social net and putting in place programs such as the VUP (The Vision 

2020 Umurenge Program), a social protection program aimed at reducing extreme 

poverty in VUP target sectors, FARG (The Genocide Survivors Support and Assistance 

Fund) which was initiated to support the vulnerable genocide survivors in education, 

health, shelter, social assistance and income generation as well as the UBUDEHE, 

which is a traditional Rwandan practice of working together to solve problems. 

This practice has been adopted by the government to reduce poverty by having 

villages access funds to engage in collective actions to solve local problems of their 

choice. These programs are designed to build a social protection system that tackles 

poverty and inequality and enables the poor to move out of poverty. The 2015 survey 

therefore examined the social welfare sector in order to establish the adherence of 

citizens to some welfare programs like VUP, Ubudehe, Girinka and others. This survey 

also sought to establish the citizen satisfaction with social welfare programs and to 

discover the reasons for poor implementation of such programs as it was perceived 

by citizens that took part in the survey as respondents. 

9.2 FINDINGS IN THE SOCIO-ECONOMIC WELFARE SECTOR 

The findings in the social welfare sector concern the adherence by the citizens to 

social welfare programs, particularly those aimed at promoting their welfare like: 

VUP, Ubudehe and Girinka, whereby it was found out that a majority of 62.7% did not 

adhere to any social program and 23.5% were in the Ubudehe program which was the 

most adhered to. The general satisfaction with service delivery in the social welfare was 

62.2% at the national level, whereby the net satisfaction for both females and males 

was 60.9% and 63.6% respectively. Also considered in this survey was the citizens’ 

appreciation of some programs. It was found out that the construction of houses for 

the vulnerable people was the best rated program in social welfare with 75.3% while 


85

Selection of VUP beneficiaries was the least appreciated program rated at 50.1%. The 

finding of the survey futher indicated that Ngoma had the highest net satisfaction of 

79.6% while Kicukiro had the lowest net satisfaction at 36.5%. Regarding the reasons 

for not implementing the above mentioned program it was found out that injustice 

and lack of follow up by local leaders were stated as the main causes at 24.9% and 

20.4% respectively. Corruption and lack of awareness were other reasons that scored 

relatively high at 14.3% and 10.4% respectively. Findings in the conclusions and 

recommendations include the fact that citizens do not understand that government 

support cannot be availed to all citizens at the same time and therefore some are not 

happy when they are in categories that are not supported. 

The recommendation was that there should be a sensitization for citizens so that they 

may understand that the government cannot care for all citizens at the same time. 

Another conclusion was that a number citizens were not contented with the UBUDEHE 

category in which they are placed, some citizens felt they were not involved in the 

selection which led to their discontentment with the process. The recommendation 

is that the citizens should be involved fully in the process of categorizing them 

into Ubudehe. Misuse of government support given through various social welfare 

programs, the example given was that of Girinka Program, was another challenged 

mentioned. On this it was further recommended that there should be a specific law 

in place to punish the people that misuse government support provided to them. The 

findings of each of the mentioned aspects are presented in detail below. 

The map below shows the net satisfaction of districts in social economic welfare 

activities. 


Map 8 : Satisfaction with service delivery in socio – economic welfare by 

district 


The above map shows the level of citizen satisfaction with social welfare programs 

represented geographically at district level. The findings show respondents in 3 

districts only expressed satisfaction above 75% while respondents in 22 districts 

were satisfied by 50 to 75% and respondents in 5 districts expressed a satisfaction 

below 50%. These findings revealed the need of efforts to improve service delivery 

related to social welfare especially in citizen participation as it was declared in focus 

group discussion. 


87

Figure 52 : Adherence to the social protection program 

The Figure 52 shows the citizens’ 

classification into the different 

social protection programs in 

the country, it indicates that a 

significant number of citizens 

did not belong to any social 

protection with a majority of 

62.7%. 


Ubudehe was identified as the main category of social protection which had the most 

people at 23.5%, Girinka was indicated as the next program with the second most 

beneficiaries at 6.5% of the respondents and VUP had 6.4% of the respondents. The 

findings above show that there is a need to expand the social protection to cover a 

wider portion of the population especially those that are eligible. 

9.2.1 Satisfaction with socio-economic welfare services 

Figure 53: Satisfaction with service delivery in social welfare services and programs 


From the above findings we can say that generally, services in social welfare were 

appreciated. However, 24.9% of dissatisfaction can be explained by some challenges 

raised in FGD like; insufficient budget and support compared to the number of 

vulnerable people that were eligible for the support, limited number of staff at 

88 Rwanda Citizen Report Card Survey 2015 

Figure 53 shows the citizens’ overall 

level of satisfaction with Social welfare 

services. The findings indicated that 

the net satisfaction was 62.2% of the 

respondents at the national level, while 

the net dissatisfaction was 24.9% of 

respondents and a number of 12.9% of 

the respondents indicated that they didn’t 

know. There was significant improvement 

in satisfaction with service delivery in 

social welfare programs in the CRC 2014 

where the net satisfaction was 56.5% and 

the net dissatisfaction was 6.4%.

the sector level to handle and give services regarding social welfare to citizens, 

categorisation of people into Ubudehe (most would prefer to be in a supported 

category), delay in paying people that work in VUP (public works). These challenges 

expressed by respondents explain the relatively high net dissatisfaction for service 

delivery in social welfare. 

Figure 54 : Satisfaction with service delivery in social welfare - services and programs 

by gender 


The figure 54 shows the level of satisfaction with welfare programs disaggregated 

by sex, the findings revealed that the net satisfaction for both females and males was 

60.9% and 63.6% while the net dissatisfaction, was 24.7% for females and 25.2% 

for males respectively. Compared to the CRC 2014, there is quite a big improvement 

in net satisfaction which was 25.9% and 30.5% for males and females respectively. 

However, as already indicated above in 2014 there was an additional aspect of average 

rating that was not used anymore in 2015. 


89

Figure 55 : Citizen’s satisfaction with service delivery in social welfare services and 

programs in some activities 


The general satisfaction of some social protection programs which were implemented 

for the citizens in the socio-economic welfare sector was relatively fair, with an 

average of 62.2% at national level. In assessing different programs in this sector, it 

was found out that construction of the houses for the vulnerable people was the best 

rated program at 75.3%, the selection of Girinka and the categorization of citizens 

into Ubudehe were rated at 62.3%, and 61.0% respectively while the selection of VUP 

beneficiaries was the least appreciated program rated at 50.1% 

The net dissatisfaction of respondents was also considered, the categorisation of 

citizens into Ubudehe had the highest rate of dissatisfaction with 34.9% while the 

construction of the houses for the vulnerable had the lowest level of dissatisfaction 

with 17.4% and the general mean for dissatisfaction was 24.9%. 

The cause of this relatively high percentage of dissatisfaction in Ubudehe categorization 

can be explained by the fact that due to the large number of vulnerable people, a 

significant number of citizens were not satisfied with the category of Ubudehe in 

which they were groupedo, as most of them preferred the first category that would 

allow them to get access to government support 


Table 9: Net satisfaction with service delivery in social welfare protection 

programs per district 

Categorization 

of citizens into 

Ubudehe 

Selection 

of VUP 

beneficiaries 

Selection 

of Girinka 

Beneficiaries 

Construction of 

the vulnerable 

people’s houses 

Nyarugenge 45.2% 28.9% 35.9% 45.6% 38.9% 

Gasabo 65.8% 23.9% 28.6% 46.4% 41.2% 

Kicukiro 52.9% 16.3% 21.3% 55.4% 36.5% 

Nyanza 65.7% 64.8% 68.3% 80.3% 69.8% 

Gisagara 47.7% 54.6% 56.9% 78.3% 59.4% 

Nyaruguru 56.8% 48.1% 53.9% 74.7% 58.4% 

Huye 51.9% 43.7% 57.1% 84.7% 59.3% 

Nyamagabe 53.6% 48.6% 47.7% 67.7% 54.4% 

Ruhango 57.0% 59.8% 59.1% 76.0% 63.0% 

Muhanga 72.1% 74.6% 75.8% 86.3% 77.2% 

Kamonyi 73.3% 74.6% 78.8% 81.7% 77.1% 

Karongi 64.1% 61.9% 61.2% 67.1% 63.6% 

Rutsiro 65.8% 66.1% 70.0% 73.1% 68.8% 

Rubavu 61.3% 44.1% 53.1% 70.0% 57.1% 

Nyabihu 67.2% 37.4% 68.1% 84.9% 64.4% 

Ngororero 58.7% 66.7% 60.6% 86.3% 68.1% 

Rusizi 55.8% 37.1% 45.3% 60.4% 49.7% 

Nyamasheke 60.6% 55.4% 54.5% 70.9% 60.4% 

Rulindo 62.2% 51.9% 73.9% 83.6% 67.9% 

Gakenke 69.9% 66.2% 70.5% 86.5% 73.3% 

Musanze 59.7% 19.7% 71.7% 88.9% 60.0% 

Burera 74.0% 49.8% 79.3% 91.2% 73.6% 

Gicumbi 60.2% 38.7% 73.3% 77.2% 62.4% 

Rwamagana 67.8% 44.6% 72.8% 71.6% 64.2% 

Nyagatare 60.8% 44.3% 65.3% 79.4% 62.5% 

Gatsibo 72.5% 60.3% 78.0% 87.4% 74.6% 

Kayonza 44.1% 32.1% 49.8% 60.3% 46.6% 

Kirehe 60.0% 67.6% 76.2% 80.0% 70.9% 

Ngoma 74.8% 74.5% 82.3% 86.7% 79.6% 

Bugesera 46.0% 40.5% 60.6% 65.8% 53.2% 

Net satisfaction 61.0% 50.1% 62.3% 75.3% 62.2% 


Mean 


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The table above shows the net satisfaction in all districts in regards to some programs 

in the social welfare. The findings of the survey indicated that Ngoma had the highest 

net satisfaction of 79.6% while Kicukiro had the lowest net satisfaction at 36.5%. The 

analysis of the findings and the general trend across the provinces shows that the 

net satisfaction was high in the Northern Province with all districts indicating a net 

satisfaction above 60%, while Kigali City had the lowest net satisfaction with all the 

districts below 50%. 

Figure 56 : Causes of poor implementation of social economic welfare 

programs 


While analyzing the social welfare program, a number of reasons were examined as 

the possible cause (of not implementing the social welfare program to determine 

the contribution of each of these factors) revision necessary. Injustice and lack of 

follow up by local authorities were advanced as the main causes at 24.9% and 20.4% 

respectively. Corruption and lack of awareness were also reasons that scored relatively 

high at 14.3% and 10.4% respectively. 



The findings of the social welfare sector show that the citizens’ overall level of 

satisfaction was ranked with 62.2% at the national level, while the net dissatisfaction 

was rankedwith 24.9%.This survey is assessing perception in different programs 

related to this sector, it was found out that the construction of houses for vulnerable 

people was the best rated program in social welfare with a 75.3% satisfaction of the 

respondents surveyed, followed by the selection of Girinka at 62.3%.The categorization 

of citizens into Ubudehe was rated at 61.0% while the selection of VUP beneficiaries 

was the least appreciated program rated at 50.1% by the respondents surveyed. 

From the findings of this study, the following recommendations are made: 

- There should be a sensitization for citizens so that they may understand that 

the government cannot care for all citizens at the same time, but that some 

programs are rather initiated for the most vulnerable like the very old and 

survivors of the genocide.. 

- The citizens should be involved fully in the process of categorizing them into 

Ubudehe because they know better who should be in which category rather 

than the leaders who tend to play a bigger role than the citizens themselves 

- There should be a thorough follow up of the beneficiaries by local leaders so 

that government support in social welfare is efficiently utilized. 

- There should be a specific law in place to punish the people that misuse 

government support. 

- Consideration should be made to increase both the staff and the budget of the 

social welfare at the sector level. 

- The government should introduce more programs that help to alleviate 

poverty so that the most vulnerable are reduced and the government support 

is able to cater for those who cannot escape poverty themselves, which are 

mainly the aged. 

- Sensitization campaigns were also recommended so that citizens do not look 

up to government support as a right but rather as measure to help only those 

that are incapable of helping themselves. 

- To ensure timely payment of VUP beneficiaries. 

- To put in place a mechanism of replacing cows that die before giving birth. 


93

CHAPTER 10: SERVICE DELIVERY IN THE LAND SECTOR 


In Rwanda there are serious challenges of land scarcity due to the geometric growth 

of the population while the land is not increasing. In addition, the soil erosion and 

man’s exploitation have a negative effect on land productivity. In order to manage 

the land issue, the government created a body known as Rwanda Natural Resources 

Authority (RNRA) whose preoccupation is to head the management and promotion of 

natural resources. The latter include land, water, forests, mines and geology. This body 

is entrusted with the supervision and monitoring, and ensuring the implementation 

of all issues related to the promotion and protection of natural resources. 

It is within this framework that the Rwanda Governance Board (RGB) would like 

to assess the population’s feedback regarding land services, with specific focus on 

the documentation of the land, land registration, mobilization and sensitization of 

citizens regarding land laws and land mortgages as well as land document transfers, 

provided by local authorities. 

10.2 FINDINGS 

Findings in the land sector focused on the general satisfaction of respondents to 

services in the land sector, their confidence in the security of the country, the status 

of the security, and the level of gender based violence in their vicinity. 


Map 9: Satisfaction with land services by District 


The map above shows the findings of the survey represented geographically, according 

to these findings respondents of only one district (Ngoma) out of 30 were satisfied 

above 75%, respondents in 27 Districts were satisfied between 50% and 75%, while 

in two district (Bugesera and Kayonza) citizens were satisfied between 25% and 

50%. The general performance in land was slightly above average rated at 64.7%, 

however when compared to 2014, there was a decline because respondents in 15 

out 30 districts were satisfied above 75% and those in 15 districts where satisfied 

between 50% and 75%. This shows that more effort was needed in improving service 

delivery in the land sector, given this decline expressed by respondents. 


95

10.2.1 Satisfaction with land services 

Figure 57 : Overall Satisfaction with land sector 


Figure 57 shows the citizens’ overall level of satisfaction with land services. The findings 

at national level indicated a net satisfaction of 64.7% while the net dissatisfaction was 

stated by 17.7% of the respondents and 7.7% of the respondents didn’t give their 

appreciation on the Land services. 

When the findings above were compared to those of CRC 2014, a decline in satisfaction 

with land services was revealed because in 2014 the net satisfaction was 76.4% and 

the net dissatisfaction was 2.3%. 

In order to complement these findings a review of the Focus Group Discussion 

information was done and a number of issues were raised which include: Conflicts 

due to citizens unawaress of the land law, insufficient/lack of equipment to use in land 

mapping and valuing. Another issue is that there is no land registrar at the sector level 

and citizens take a long distance to seek for or notary service. These challenges were 

the possible explanation for the decline in appreciation of land services. 


Figure 58 : Satisfaction with land services by gender 


The above figure illustrates the citizens’ satisfaction with land services in the 

aforementioned land activities, when disaggregated into male and female respondents. 

The figures for satisfied and very satisfied indicate a good level of net satisfaction of 

64.3% and 65.1% for males and females respectively. 

However, the combined responses of respondents that were not satisfied at all, or 

not satisfied show a significant level of net dissatisfaction rated at 15.6% and 20.1% 

for males and females. In order establish the reasons behind these percentages of 

high net dissatisfaction, the focus discussion was used where the following issues 

were highlighted: Land registration is not easy for some families that live outside the 

country. (The provisions of laws on inheritance and land transfers are not clear, or land 

compensation where it is necessary does not follow the procedure.)revision necessary. 

The splitting of land parcels when needed is not allowed by law. These issues raised by 

respondents could explain why citizens were dissatisfied as shown above. 


97

Figure 59 : Satisfaction with some land services 


Figure 59 illustrates an overall national level of satisfaction in service delivery 

according to some indicators. The mean average according to respondents was 64.7% 

while the net dissatisfaction was 17.7%. Taken separately, the citizens’ responses show 

varying degrees of net satisfaction, with land registration the best rated at 84.7%, 

and land expropriation the lowest rated at 49.1%. Land transfer had the highest rate 

of net dissatisfaction of 22.9%. The findings above show areas that needed more 

improvement than others,yet the land sector required overall improvement given the 

decline in its rating compared to CRC 2014 

During the FGD, following issues were highlighted: There is no employee of the sector 

in charge of land affairs, (when land registration was being done the people that were 

outside the country have come and problems have surfaced) revision necessary Some 

people have not turned up for their land documents (mainly the elderly and those 

that migrated ). There are conflicts caused by people that sell properties without their 

spouses’ knowledge or consent; there are even some that sell property that does not 

belong to them. Local leaders encounter the challenge of people that put up buildings 

during weekends, having no permit to build. There is the problem of some landowners 

that fail to pay land tax, because they cannot afford it. The challenges highlighted 

above by focus groups provide insight for the possible cause of the high level of net 

dissatisfaction in some land services. 



Concluding it is evident that the majority of the population showed a good level of 

net satisfaction rated at 64.7% and net dissatisfaction rated at 17.7% regarding the 

delivery of land services, however when compared to the CRC 2014, there was a 

decline because the net satisfaction then was 76.4% and the net dissatisfaction was 

2.3%. In 2015 especially land registration was well appreciated, with a net satisfaction 

of 84.7%. Only land expropriation was given the lowest rating with 49.1%. The other 

land services like: Sensitization on land laws and land transfers, also showed good net 

satisfaction, with a level above 60%. 

During the focus group discussions on land services a number of aspects were 

highlighted to justify the declining rating.From these, recommendations were made, 

which include: There is no employee of the sector in charge of land affairs, when land 

registration was being done the people that were outside the country have come and 

problems have surfaced. The provisions of law on inheritance and land transfers are 

not clear, or land compensation where it is necessary does not follow the procedure. 

The, splitting of land parcels when needed is not allowed by law. Some people have not 

turned up for their land documents (mainly the elderly and those that migrated). There 

are conflicts caused by people that sell properties without their spouse’s knowledge or 

consent; there are even some that sell property that does not belong to them. Local 

leaders encounter the challenge of people that put up buildings during weekends, having 

no permit to build. There is the problem of some landowners that fail to pay land tax, 

because they cannot afford it. 

Inspite of the relatively good level of appreciation by respondents, the citizens 

especially in focus group discussions still recommended some improvements which 

include the following: 

- The land bureau should be decentralized to the sector level to save the citizens 

from the long distances they travel to find district officers for notary and other 

land services. 

- To initiate training sessions and sensitizing for more awareness to citizens 

regarding land laws and any other matters related to land. 

- To raise the staff capacity in the land bureau in terms of training and staffing to 

be able to deal with large numbers of citizens that require service in that office. 

To equip land bureaus with up-to-date equipment to be used in measuring 

land and mapping. 


99

CHAPTER 11: SECURITY 


Security is defined as freedom from danger, safety, measures taken to guard against 

espionage or sabotage, crime, attack, or escape. The Ministry of Internal Security is 

the organization whose task is to safeguard the security of Rwanda. The Ministry 

was formed by grouping together, the national police and prisons with a perspective 

of efficiently giving appropriate solutions to requirements of the Rwandan society 

in perpetual mutations. The formation of this ministry is a clear indication that the 

high authorities of this country put issues of security and peace at the centre of 

governmental priority programs. The mission of the Ministry of Internal Security is: 

- To guarantee security for persons and their property throughout the country 

for everybody’s benefit without any discrimination in the strict sense of 

international conventions; 

- To organize and oversee internal security under the ambit of the constitution 

and international law. 

The core functions are: 

- Develop and disseminate the sector policies, strategies and programs; 

- Regulate the sector and related sub-sectors; 

- Develop institutional and human resources capacities in the sector; 

- Monitor and evaluate the implementation of sector and sub-sectors policies, 

strategies and programs; 

- Oversee the institutions under supervision - mobilize resources for the 

development of the sector and related programs. 

11.2 FINDINGS 

Findings in the security sector focused on the general satisfaction of respondents to 

services in the security, their confidence in the security of the country, the status of 

the security, and the level of gender based violence in their vicinity. 


Map 10: Satisfaction with service delivery in security 


The above map indicates that respondents highly appreciated security services. This is 

complemented by the fact that security organs are not only appreciated by Rwandans 

but also are appreciated at regional and international levels for their contribution in 

peace keeping missions in countries with conflicts. 

Figure 60: Satisfaction with service delivery in security 

Figure 60 shows the citizens’ 

overall level of satisfaction with 

security services rated at 86.5% net 

satisfaction on the national level, 

while the net dissatisfaction was 

stated by 9.4% of the respondents 

and 4.1% of respondents didn’t 

give their appreciation on the 

security services. 



101

The Citizens Report Card survey of 2014 did not assess the security sector for 

comparison with this survey. To compliment the findings above however the Focus 

Group Discussions (FGD) were held and presented below. Here are some of the 

responses given: “Security is generally good because strategies have been put in place to 

ensure citizen participation in their security” or “Citizens are supported by other organs 

in charge of security like, RDF, Police, DASSO and Reserve Force.” Other participants 

said, that“domestic conflicts are declining due to community meetings done in villages 

and encouraging citizens to legalize their marriages and to embrace gender equality. 

Theft in homes is dealt with when such cases arise and this is done in conjunction with 

security organs. Concerning gender based violence, we can say that it’s not frequent.” 

Measures and strategies expressed by respondents in focus groups justify the high 

level of satisfaction by citizens concerning security services in the country. 

Figure 61: Satisfaction with service delivery in security by gender 


As it is shown in the figure 

61, there is no big difference 

between females and males 

in their satisfaction of 

security services, for example 

42.8% females compared to 

41.1% males were satisfied 

with security services while 

43.7% of the females were 

very satisfied compared to 

45.5% of the males. 7.1% 

of females and 7.2% males 

were not satisfied while 2.3% 

of females and males were 

not satisfied at all. 

In spite of a high satisfaction by respondents, a number of issues were raised during 

Focus Group Discussions. The issue of domestic conflicts and violence was highlighted 

by respondents which they said was caused by alcohol abuse. Locally brewed alcohol 

(Siruduwiri and Kanyanga) was also said to be a problem. Measures put in place to 

mitigate these problems were also indicated in the FGDs and these were: Putting in 

place a program to completely ban strong locally brewed alcoholic drinks (Siruduwiri 

and Kanyanga) and to punish violence in families caused by excessive drinking. Theft 

and gender based violence are minimal and where such cases arise, the culprits are 

punished heavily. 


Figure 62 : Citizens’ trust in security organs 


The figure above shows the rating of the citizens’ trust in security organs of the 

country. The trust in security organs was generally high for all institutions assessed in 

the survey. The net trust (very much and a lot) in the National Army was 99.1% while 

the net trust for the National Police, DASSO and Reserve forces was 97.5%, 82.9% and 

78.8% respectively. The net dissatisfaction was mimimal and under 10% for all the 

institutions except the Reserve with a net dissatisfaction of 14.2%. The Focus Group 

Discussions revealed that security is generally good because strategies have been put 

in place to ensure the citizens’ participation in their security, also citizens are fully 

supported by security organs in their daily socio economic life. The participation of 

citizens and cooperation with security organs are basis for high level of trust that 

citizens have in the said institutions. 


103

Figure 63 : Satisfaction with security at different levels 


The figure above shows the level of citizens’ satisfaction with security at different 

levels. The findings of the survey indicated a very good net satisfaction (satisfied and 

very satisfied) with security at all levels. In rating the security satisfaction respondents 

put national security at 99.2% while it was 98.1% and 86.1% for personal safety and 

property safety respectively. Understandably the net dissatisfaction with security 

was minimal at all levels except for security of personal property which was slightly 

higher at 11.4%. The high level of satisfaction expressed by respondents at all levels 

is justified by the findings presented above concerning the security institutions and 

the trust bestowed upon them by citizens as well as the participation and cooperation 

existing between the citizens and security organs. 


11.3 MAIN CONCLUSION AND RECOMMENDATIONS 

Citizens generally appreciated services rendered in the security sector at all levels 

expressed by respondents at 86.5% on the national level. During the survey however, 

respondents also pointed out some challenges that might affect the performance of 

the sector such as: drunkenness, uses of drugs, gender based violence and land related 

conflicts. Given the level of commitment and how well citizens perceive security 

services, the prescribed measures to curb the above challenges are presented in the 

recommendation following: 

- Consistent sensitization of citizens for them to understand that they have a big 

role to play in their security and the security of the whole country in general. 

- The security organs at the local level should be supported, village security 

guards responsible for night patrols should be provided with skills in order to 

do their work efficiently. 

- People who cause insecurity should be exposed and handed over to police. 

- Sensitize every citizen to play a role in keeping security. 

- The prices for alcoholic drinks should be increased to make them less 

affordable. 

- Facilitation should be provided for DASSO for instance transport facilitation 

(motor cycle) to help them reach the place where they are needed. 

- A mental health care should be availed to treat people with mental problems. 

- Provide assistance to set up artisanal and other informal training centers to 

absorb the street boys, school dropouts and jobless youths, which could also 

provide opportunities for other citizens to learn and acquire employable skills. 

- At present anti-drug-abuse clubs have been initiated among the youth. There 

is need for these clubs to be strengthened and supported through training and 

any other means, so as to help them grow and generate a strong impact that 

can mobilize the fight against drug abuse. 

- Support for day-time patrols should be maintained, and in addition public 

notices warning against drug abuse be displayed strategically in high density 

convergence areas, (markets, health centers, schools, sports ground, sports 

betting shops, etc…). 

- Discussions and talks on radios and the TV regarding security should be given 

more frequently. 

- Bringing DASSO down to the level of cells. 

- Setting up police posts at sectoral level. 


105

CHAP 12. SERVICE DELIVERY IN GBV AND OTHER COMMON VIOLENCE 


Gender-based violence is a violence inflicted by men on women and girls. It is an 

expression of power inequalities between women and men. Gender-based violence 

undermines the health, dignity, security and autonomy of its victims, yet it remains 

shrouded in a culture of silence. Victims of violence can suffer sexual and reproductive 

health consequences, including forced and unwanted pregnancies, unsafe abortions, 

traumatic fistula, sexually transmitted infections including HIV, and even death. 

Violence against women and girls is one of the most prevalent human rights violations 

in the world. It knows no social, economic or national boundaries. Worldwide, an 

estimated one in three women will experience physical or sexual abuse in her lifetime. 

The survey assessed also the perception of citizens on GBV issues. 

12.2 FINDINGS 

Findings in the Gender Based Violence focused on the general satisfaction of 

respondents to services in GBV, perception on existence of GBV and aspects of GBV. 

Map 11: Satisfaction with service delivery in GBV matters/issues 



The map 11 above shows a good level of satisfaction with with services rendered in 

the GBV matters expressed by the respondents. The map above clearly shows that 

all districts in the country expressed satisfaction, ranging between 75% and 100% 

with service delivery in GBV matters. This high level of satisfaction results from the 

strategies and measures which wereput in place by the government to curb GBV at 

all levels. 

Figure 64 : Satisfaction with service delivery in GBV matters/issues 


The figure 64 shows the level of citizens’ satisfaction with service delivery related 

to GBV issues. The net satisfaction of respondents stood at 86.9%. The Focus Group 

Discussions (FGD) attributed a lot of GBV issues to polygamy, excessive drinking of 

alcoholic beverages and the use of drugs. However, there is a positive note that the 

communities are getting home grown initiatives to combat these vices. 


107

Figure 65 : Satisfaction with service delivery in GBV matters 

On sex disaggregation, the 

net satisfaction (Big and 

very big) for both male and 

female stood at 87.5% and 

86.4% respectively while the 

net dissatisfaction (None and 

Little) was 8% for male and 

9% for female respondents. 

Lastly there are 4.7% of 

female respondents and 4.5% 

of male respondents who 

didn’t give their appreciation. 


The latter could be that they politely would not divulge their views which can endavour the way of 

fighting all GBV. 

Figure66: Citizen’s perception on non-existence of GBV matters 


The figure 66 shows the none 

or little existence of GBV 

matters. Considering a number 

GBV matters, the research 

findings indicated these issues 

were none existent at a range 

between 95.4% and 69.9% for 

Gender Based Violence and 

theft issues respectively. This is 

complimented by the qualitative 

data that domestic conflicts are 

declining due to community 

meetings that are done in the 

villages. Theft, drug abuse, 

land and family conflict issues 

should receive special attention 

by citizens and local authorities 

in conjunction with security 

organs. Concerning gender 

based violence, we can say that 

it’s minimal. 


Figure 67: Existence of gender violence committed 

The figure 67 shows 

the extent to which 

gender based violence 

committed to the 

identified categories of 

people existed. 


The findings of the survey presented show that GBV was minimal with its existence 

rated below 5% for all categories (men, women and children) and its non-existence 

was highly rated at 84.5%, 83.3% and 82.9% considering children, men and women 

respectively. 

Figure 68 : Existence of Gender Based Violence 

Figure 68 indicates 

the extent to which 

different gender based 

violence aspects exist. 

The findings of the 

survey show that there 

was little existence of 

gender based violence 

issues, where all 

aspects were rated 

below 10%. 


However, it is worth noting that issues such as property related violence, nagging 

and harassment, beating and inflicting bordily harm existed at 5.8%, 6.8% and 7.5% 

respectively which calls for measures to further reduce the existence of these vices in 

the community. 


109

The extent to which these issues were non-existent was high ranging between 89.7% 

and 98% for nagging / harassment and rape. 

Citizens generally appreciate services delivered by the government to curb down 

the level of Gender Based Violence (GBV). It should be noted that the citizens’ 

perception on some GBV matters indicated the existence of GBV with some significant 

percentages which should be further examined and remedial actions should also be 

taken because their existence was unacceptably high. These issues include theft, drug 

abuse, land related conflicts, family conflicts and physical violence rated at 29.8%, 

19.2%, 15.8%, 14.8% and 13.6% respectively. It was also concluded that causes of 

GBV issues emanates from polygamous families, the use of excessive alcoholic drinks 

and the use of drugs. Based on the challenges raised in areas in which the citizens’ 

appreciation was low, in addition to recommendation given to security issues the 

following recommendations were made: 

- Consistent sensitization of citizens on ensuring their security and to understand 

that they have a leading role to play in their security and the security of the 

whole country in general; 

- People that commit GBV should be exposed and handed over to police; 

- Since excessive use of alcoholic drinks is a major cause of GBV, measures 

should be undertaken to cater this alcohol abuse; 

- At present anti-drug-abuse clubs have been initiated among the youth. There 

is need for these clubs to be strengthened and supported through training and 

any other means, so as to help them grow and generate a strong impact that 

can mobilize the fight against drug abuse; 

- Sensitize polygamous families to live according to the law of the country; 


CHAP 13. CITIZEN SATISFACTION WITH THEIR PARTICIPATION 


The Government of Rwanda takes the citizen’s participation in decision making and 

good service delivery as prerequisites for good governance. One of the major pillars 

of the country’s Economic Development and Poverty Reduction Strategy (EDPRS) 

is accountable governance that emphasizes citizen participation in all processes 

of decision making. This section will assess the level of citizen participation in 

government programs and others matters that affect their day-to-day lives. 

13.2 FINDINGS 

Findings in the participation focused on the general satisfaction of respondents with 

their participation in government programs and activities. 

Map 12 : Satisfaction of citizens with their participation 



111

The map 12 above shows that citizen participation was still low compared to other 

aspects, this is indicated by the fact thathalf of the districts (15 out of 30 districts) were 

satisfied between 50% and 75% by their participation in various programs while the 

other half of the districts were satisfied with a percentage between 25% and 50%. 

These findings call for tremendous improvement in enhancing citizen participation, 

especially in social programs as they are the main implementers of such programs. 

Figure 69 : Overall Satisfaction of citizens with their participation 

Source : RGB-CRC 2015 Survey primary data 

The figure 69 shows the level of 

the citizens’ satisfaction with 

their participation in government 

programs. The net satisfaction with 

citizen participation stood at 51.0% 

while the net dissatisfaction was 

41.3%. As already indicated above 

the level of citizen participation 

was low, which explains a 

significant high percentage of net 

dissatisfaction expressed above, 

in order to try to find out reasons 

behind this low participation FGDs 

were held and views expressed 

presented below. 

The Focus Group Discussions (FGD) quotes offer reasons that explain the high level of 

the net dissatisfaction and low participation of citizens and they include: “The problem 

of not being involved in planning and budgeting has to do with decentralization that is 

not well implemented. It is because citizens see some of the government expenditures 

in their district without being alerted like the construction of loads and markets. There 

are some works which are presented to citizens before they are done and others come 

abruptly without them knowing like the construction of roads. Perfomance contracts 

(imihigo) don’t start from lower levels which makes it had to overcome them. What 

should be done is to work hand in hand with citizens and seek for advises from them 

before anything is done”. 


Figure 70 : Overall satisfaction of citizens with their participation per gender 


On sex disaggregation, the net satisfaction (big and very big) for both males and 

females was 53.9% and 48.6% respectively while the net dissatisfaction (none and 

little) was 43% for females and 39.2% for males. Low levels of satisfaction with 

citizens’ participation and high rates of dissatisfaction was also evident in gender 

disaggregation as indicated in figure 70. 

Figure 71: Citizen’s perception on their participation in some activities 



113

The figure 71 above shows the citizens’ perception of their participation in some 

activities ranging from the construction of houses for the vulnerable to preparation 

of district plan for action. The figure above clearly stresses activities in which citizens 

played a minor role which was expressed in significantly high levels of dissatisfaction. 

Some of the activities with extremely high levels of dissatisfaction include: Budget 

preparation of district plan of action, giving contributions to provide lunch to pupils 

and preparation of district performance contracts rated at 67.5%, 66.6%, 61.3% and 

59% respectively. On comparing with Citizens Report Card Survey 2014, it is clear 

that the participation of citizens in the preparation of district budget for example, 

shows a big negative trend because it was 28.9% as compared to this years’ 7.4%. 

However, the modalities are not the same because the recent CRC, sought to know 

how satisfied citizens were in their participation and preparation of the district 

budget while in 2014, it was about whether they participated in the preparation of 

the district budget. As for communal work activities, the CRC 2014 rated it at 96.3% 

compared to CRC 2015 at 84.3%. 

The above figure further shows that 10.6% of the respondents had a net satisfaction 

with preparation of district plans of action, which was very low compared with the 

CRC 2014, whereby 72.2% of the respondents said yes to the question on whether 

they participated in the preparation of district action plans. Further comparison was 

also on whether respondents participated in giving incentives/bonus for teachers 

which was rated at 42.6% of net satisfaction, comparably low given the CRC 2014 

ratings with 63.7%. 


The findings above clearly point out to challenges in the area of citizen participation 

given the fact that there was a low rating of net satisfaction with 51% and a high net 

dissatisafaction of 41.3% compared to other sectors that were assessed in this survey. 

Secondly the level of satisfaction in 2015 was low compared to the preceeding year 

which implies a decline in the performance which was observed for most indicators, 

for example: The net satisfaction in preparation of district budget was 7.4% compared 

to 28.9% in CRC 2014. Communal work activities were rated at 84.3% in the CRC 

2015 compared to 96.3% in the CRC 2014. In 2015 10.6% of the respondents had a 

net satisfaction with preparation of district plan of action, while in CRC 2014 72.2% of 

respondents said yes to the question on whether they participated in the preparation 

of district action plan. 


In 2015, 42.6% of respondents had a net satisfaction with their participation in 

giving incentives/bonus for teachers while it was 63.7% of respondents in CRC 2014 

regarding the same indicator. 

From the above findings, the following recommendations were deduced and some 

came from suggestions from the respondents in the focus group discussion based on 

the experiences and day-to-today challenges they delt with. 

- Training/sensitization of the citizens to change their mindset to help them 

understand the various levels of leadership in place; 

- Provide regular feedback to the citizens on all recommendations and 

conclusions from the leadership committees they have elected; 

- Citizens should turn up for the OPEN DAY meetings, where they would 

be enlightened on diverse governance issues, and with a new, better 

understanding, be able to present their thoughts and needs in a better way; 

- Maintain the awareness and enlightenment campaign strategy; 

- Involve citizens in the planning and budgeting of activities meant for them so 

(that they can be own the whole.) revision necessary 


115

GENERAL CONCLUSION AND RECOMMENDATIONS 

The findings of the survey indicated a good level of satisfaction among the citizens 

with almost all the sectors rated at more than 50% of satisfaction at the national level. 

The recommendation was to continually improve service delivery by institutions and 

deepen good governance which is the pillar of service delivery. 

From the findings of the survey, the overall citizen satisfaction has increased by 

11.3% from 59.8% to 71.1% which is an indicator of improving service delivery 

towards sustainable development. The better performaning sector is the governance 

and social cohesion sector with 89.6% followed by the security and GBV sectors with 

86.9% and 86.5% respectively while the lowest performing sector is the participation 

sector with 51.0%. 

Findings of the social welfare sector also show a low performance with a net satisfaction 

of 62.2% of the respondents at the national level, while the net dissatisfaction stands 

at 24.9% of respondents. 

Based on the challenges raised during the Focus Group Discussion and areas in which 

the citizens’ appreciation was low the main recommendations are given in the below 

table: 

SECTOR 

Education 

MAIN RECOMMENDATIONS 

- The government through the ministry of education should 

increase efforts to harmonize and stabilise programs 

(curricula) and avoid many changes; 

- The government should provide incentives and frequent 

trainings to teachers; 

- The government should scale up school feeding programs, to 

reduce the rate of school dropouts and make formal education 

more accessible to the poor; 

- The government should provide more school equipment and 

scholastic material in areas where they are most needed in 

order to improve the quality of education. 


SECTOR 

Agriculture 

and livestock 

L o c a l 

Government 

Justice 


- The government should enforce monitoring and evaluation of 

agriculture and livestock programs for better improvement of 

the sector; 

- The provision of enough pesticides for crop diseases, as well 

as enough drugs for the treatment of livestock is needed; 

- The selection of suitable crops for any area should be carried 

out with the citizens’ participation; 

- The storage facilities should be constructed possibly by the 

districts to help farmers improve storage and handling of their 

produce; 

- The manure should be availed to farmers on time and the 

government should subsidise it so that it may be affordable for 

citizens. 

- To the province, establish a way through which local leaders 

can get transport facilitation to reach out to the citizens, 

especially in places where there are urgent issues which need 

the attention of a leader; 

- To MINALOC, there is a need to improve feedback mechanisms 

like toll free numbers, information sharing, and sensitization 

about national programs and about ongoing activities as to 

ensure ownership. 

- To the MINIJUST, it is crucial to reduce the court fee, in order to 

cater for the poor; 

- MINIJUST, to help LG in speeding up the execution of courts 

decisions; 

- MINIJUST, to provide trainings to the mediators, especially on 

new laws aswell as keeping them updated; 

- To decentralise MAJ services at the sector level in order to 

help people to easily access their services. 


117

SECTOR 

Health 

Hygiene and 

sanitation 

Social welfare 


- Increasing the number of qualified local staffs where possible 

and provide trainings to improve their performance; 

- Avail transport facilitation to local leaders at sector and cell 

level as to allow them to solve the citizens’ complaints in a 

timely manner; 

- Increase the budget allocated to the sector and cell levels in 

order to help them perform their tasks and responsibilities. 

- Improve the infrastructure of health facilities (e.g. rooms, 

laboratory…); 

- Increase the list of medicine to the Mutuelle de Santé insurance 

as they do to RSSB insurance; 

- Increase the number of medical personnel at health centers 

and health posts and build their capacity through trainings; 

- Lift up the sensitization of the citizens on preventive and 

reproductive health; 

- Increase the health transportation means like ambulances at 

health centers and posts. 

- Citizens should be fully involved in the process of Ubudehe 

categorization because they know better who deserves to 

belong to which category. There should be a systematic follow 

up of the implementation of social protection programs in 

order to avoid the misuse of government support; 

- Citizens should not always rely on government support but 

rather take it as a measure to help only the more vulnerable; 

- Ministry of health and RDB, are to regulary monitor the hygiene 

and sanitation in hotels and restaurants 

- Citizens should be fully involved in the process of Ubudehe 

categorization because they know better who deserves to 

belong to which category. There should be a systematic follow 

up of the implementation of social protection programs in 

order to avoid the misuse of government support; 

- Citizens should not always rely on government support but 

rather take it as a measure to help only the more vulnerable. 


Land 

SECTOR 

Security 

GBV and other 

c o m m o n 

based violence 

Citizens’ 

participation 


- The land bureau should be decentralized to the sector level 

to save the citizens from the long distances they travel to find 

district officers for notary and other land services; 

- To initiate training sessions and sensitizing for more awareness 

of citizens regarding land laws and any other matters related 

to land; 

- To raise the staff capacity in the land bureau in terms of training 

and staffing to be able to deal with large numbers of citizens 

that required service in that office; 

- To equip land bureaus with up-to-date equipment which is to 

be used in measuring land and mapping; 

- Consistent sensitization of citizens on ensuring their security 

and to help them understand that they play a leading rolein 

their own security and the security of the whole country; 

- People that commit GBV should be exposed and handed over 

to the police; 

- Since excessive use of alcoholic drinks is a major cause of GBV, 

measures should be undertaken to cater this alcohol abuse; 

- Training/sensitization of citizens so as to change their mindset 

with the view to help them understand the various levels of 

leadership in place; 

- Provide regular feedback to the citizens on all recommendations 

and conclusions from the leadership committees they elected; 

- Improve the role of counsellors at each level in informing 

thecitizens they represent in decision making organs; 


119

APPENDIX 1: LIST OF DOCUMENTS REVIEWED 

No TITLE 

1 Citizen Report Card 2014 Survey Report 

2 Citizen Report Card 2014 Survey Questionnaire 

3 National Strategy for the Development of Statistics 2010 

4 Demographic and Health Survey 2010 (DHS) 

5 Demographic andHealth Survey 2014 – 15, Key Indicators 

6 The Third Integrated Household Living Conditions Survey (EICV3) 

7 Economic Development & Poverty Reduction Strategy 2008 – 2012 

8 Fourth Population and Housing Census, Rwanda, 2012, Thematic reports 

APPENDIX 2: LIST OF PEOPLE CONSULTED 

Names 

Prof. Anastase SHYAKA 

Dr. Félicien USENGUMUKIZA 

Ms Esperance Nshutiraguma 

Mr. Prince H. Kayigire 

Ms Solange UWIZEYE 

Ms Nadine Mutezinkindi 

Ms Aimée B. UMUTESI 

MsJeanne D’Arc UMUHOZA 

Title and address 

Chief Executive Officer of RGB 

E-mail: ashyaka@rgb.rw 

Head of Research and monitoring Department 

E-mail: fusengumukiza@rgb.rw 

E-mail: nshutiesp@gmail.com 

E-mail: princekayigire@gmail.com 

E-mail: uwizeyes@gmail.com 

E-mail:nadyres@yahoo.fr 

E-mail: aumutesi@rgb.rw 

E-mail: umuhojad@yahoo.fr 


APPENDIX 3: CRC 2014 - 2015 QUESTIONNAIRE 

Rwanda Governance Board 

Ikigo cy’Igihugu gishinzwe Imiyoborere 

Office Rwandais de la Gouvernance 

RWANDA CITIZEN REPORT CARD SURVEY 2015 

“A citizen perception on governance and service 

delivery” 

May, 2015 


121

Introduction. 

A survey on the citizen perception of goveranance and service delivery in local 

government institutions, is an activity organised and implemented by the Rwanda 

Goverance Board aimed at empowering citizens by giving them a platform and 

improving good governance as well as citizens’ livelihoods. The CRC is a measure 

of how citizens perceive service delivery and performance of local institutions. This 

survey is intended to portray a true picture of service delivery and performance of 

local institutions based on the needs of citizens. The country chose the path of good 

governance that takes into consideration the needs and aspirations of its citizens, the 

CRC is one of the strategies to achieve that objective. 

This survey is intended to show and to increase citizen participation in programs 

implemented on their behalf. It will also indicate good practices to be continued and 

areas of weakness to be rectified. The outcome of this study will be a contribution 

to nation building by the citizens of our country. It is also an explicit way of giving 

citizens a platform to voice their views on government programs including those 

implemented on their behalf. The CRC is a measure of transparency that leads to 

sustainable development. 

The Rwanda Governance Board appreciates all Rwandese for their role of sharing their 

views in this study. The CRC is your platform, we pledge cooperation in strengthening 

principles of good governance in Rwanda as a pillar of sustainable development. 


Identification. 

I am.............................................................................................................................. from the 

Rwanda governance Board(RGB). I am collecting information in a study that aims to 

show citizen perception on governance and service delivery. Your home was randomly 

selected and we want to interview any individual in this home that is 18 years or 

above. The outcome of your interview will never be attributed to you individually 

but will rather be put together with the views of other citizens countrywide. This 

therefore serves to remove any fear that might constrain you from giving your views. 

The interview will be on the following sectors: Education, agriculture and livestock, 

service delivery in local authorities, justice, governance, health, hygiene and sanitation, 

social welfare, land and security. This interview will not exceed fourty-five minutes. 


123

CITIZEN REPORT CARD 2015: QUESTIONNAIRE. 

PART ONE: LOCALIZATION. 

Village: ............................................................... 

/__/__/__/__/__/__/__/__/ 

House/home No. 

Province.................................................................................. 

District ………………………………...……...... 

Sector…………………….......…………. 

Cell …………………………………....………….. 

/__/__/__/__/__/ 

/__/ 

/__/ 

/__/__/ 

/__/__/ 

Date of the interview (dd/mm/yyyy) ........./........./.........../ 

Hour of commencement (hh:mm) ..........:....... 

Names of interviewer : ............................................................ 

/__/__/ 

PART TWO: Identification of the respondent 

Identification Responses Code 

1. Sex (indicate with (X) to 

show your response) 

1 Male (__) /__/ 

2 Female (__) 

Date of birth ( year of birth) ...................... /__/__/ 

2. Marital status 

(indicate with (X) to show your 

response) 

1 Bachelor (__) /__/ 

2 Married (__) 

3 Widow/widower (__) 

4 Separated (__) 

5 Divorced (legally sepated) (__) 

4. Education level 


response) 

1 None (__) /__/ 

2 Attended primary school only (__) 

3 Attended vocational school 

(Artisanal, CERAI, CFG , Familial) (__) 

4 Completed high school (D4, D5, D6, 

D7) (__) 

5 Graduate ( A1, A0, Masters, PhD ) 

(__) 


Identification Responses Code 

5. Religious affiliation 


response) 

1 None (__) /__/ 

2 Catholic (__) 

3 Protestant (Anglican, Baptist, 

Pentecost...) (__) 

4 Adventist (__) 

5 Moslem (__) 

6 Traditionalist (__) 

6. Employment 


response) 

7 Other 

(Specify)...................................................... 

1 None (__) /__/ 

2 Student ( ) 

3 Farmer (agriculture /livestock) 

(__) 

4 Self-employed /crafts (__) 

5 Trader(__) 

6 Civil servant / local authorities (__) 

7 Non Governmental Organisation(__) 

8 Retired (__) 

7. Ubudehe category (revised 

edition) 

8. Amount of money received per 

month 

(1 – 4) ..................................Do not know /__/ 

(9) 

1 < 30,000 (__) /__/ 

2 30,000-100,000 (__) 

3 100,000-200,000 (__) 

4 Above 200,000 (__) 

9 Do not know 


125

PART THREE: QUESTIONS ON SECTORS (Circle the number that corresponds with 

response) 

I. EDUCATION 

Q1: In the education sector how are you satisfied with the following? 

(1= Very poor 2=Poor 3=Good 4=Very good 

9=Don’t know) 

1.1. School buildings 1 2 3 4 9 /__/ 

1.2. Safe water at school 1 2 3 4 9 /__/ 

1.3. Electricity at school 1 2 3 4 9 /__/ 

1.4. Hygiene at school 1 2 3 4 9 /__/ 

1.5. School feeding programme 1 2 3 4 9 /__/ 

1.6. Quality of education 1 2 3 4 9 /__/ 

1.7. Other (specify)………………......... 1 2 3 4 9 /__/ 

Q2: Is there a nursery school in your area? /__/ 

(1= Yes, 2=No, 9= Don’t know) 

Q3: What distance do your children travel to get to school? /__/ 

(1=Under 500m 2=500m-1km 3=1km-2km 4=2km-5km 5=Above 5km 


II. 

AGRICULTURE 

Q.4a: How satisfied are you with the following agriculture programs and services in your 

area? 

(1=Very poor 2=Poor 3=Good 4=Very good 

9=Don’t Know) 

4.a.1. Land consolidation 1 2 3 4 9 /__/ 

4.a.2. Crop intensification programme 1 2 3 4 9 /__/ 

4.a.3. Agronomist services 1 2 3 4 9 /__/ 

4.a.4. Utilization of fertilizers 1 2 3 4 9 /__/ 

4.a.5. Timely availability of seeds 1 2 3 4 9 /__/ 

4.a.6. Storage of harvest 1 2 3 4 9 /__/ 

4.a.7. Marketing of the products 1 2 3 4 9 /__/ 

4.a.8. Credit facilities to farmers 1 2 3 4 9 /__/ 

4.a.9. Mobilization and advisory services to farmers 1 2 3 4 9 /__/ 

4.a.10. Other (specify)……................. 1 2 3 4 9 /__/ 


Q.4b: What is your perception of services in the following farming programs in your area? 

1=Very poor 2=Poor 3=Good 4=Very good 


4.b.1. Veterinary services 1 2 3 4 9 /__/ 

4.b.2. Milk market 1 2 3 4 9 /__/ 

4.b.3. Artificial insemination 1 2 3 4 9 /__/ 

4.b.4. Treatment of livestock 1 2 3 4 9 /__/ 

4.b.5. Credit facilities to breeders 1 2 3 4 9 /__/ 

4.b.6. Mobilization and advisory services to 

2 3 4 9 

1 

farmers. 

/__/ 

4.b.7. Other (specify)……................. 1 2 3 4 9 /__/ 

III. 

LOCAL GOVERNMENT AUTHORITIES 

Q5: How satisfied are you with the following services provided by the local authorities? 



5.1. Cordial reception of citizens 1 2 3 4 9 /__/ 

5.2. Availability to citizens 1 2 3 4 9 /__/ 

5.3. Resolving issues raised by citizens 1 2 3 4 9 /__/ 

5.4. Explaining government programs to citizens 1 2 3 4 9 /__/ 

5.5. Provision of documents (certificates/testimonials) 2 3 4 9 

1 

issued by local authorities 

/__/ 

5.6. Accountability of local authorities to citizens 1 2 3 4 9 /__/ 

5.7. Other (specify)……................. 1 2 3 4 9 /__/ 

Q6: How satisfied are you with leaders’ service delivery at the following levels? 



6.1. District 1 2 3 4 9 /__/ 

6.2. Sector 1 2 3 4 9 /__/ 

6.3. Cell 1 2 3 4 9 /__/ 

6.4.Village 1 2 3 4 9 /__/ 


127

Q7: To what extent are the following indicators visible in your local authorities’ services? 

(1=Non existent 2=Somehow existent 3=Existent 4=Extremely existent 9= 

Don’t Know) 

7.1. Injustice 1 2 3 4 9 /__/ 

7.2. Corruption 1 2 3 4 9 /__/ 

7.3. Favoritism 1 2 3 4 9 /__/ 

7.4. Divisionism 1 2 3 4 9 /__/ 

7.5. 5.7. Other (Specify)……................. 1 2 3 4 9 /__/ 

Q8 a: Do you know the council of your area? 

/__/ 

(1=I know it and its members 2=I know it but not its members 3=I don’t know it and its members) 

Q8 b: If you know it, how satisfied are you with the performance of the council at the following 

levels? 



8.b.1. Cell 1 2 3 4 9 /__/ 

8.b.2. Sector 1 2 3 4 9 /__/ 

8.b.3. District 1 2 3 4 9 /__/ 

IV. 

JUSTICE. 

Q9: How satisfied are you with the following justice services in your area? 



9.1. Mediators 1 2 3 4 9 /__/ 

9.2. MAJ 1 2 3 4 9 /__/ 

9.3. Speeding up of cases 1 2 3 4 9 /__/ 

9.4. Implementation of court 

resolutions 

9.5. Sensitization of citizens on laws and 

human rights. 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

9.6. Other (specify)……................. 1 2 3 4 9 /__/ 


Q10: To what extent are the following indicators visible in the justice institutions in your 

area? 

(1=non existent 2=somehoew existent 3=Existent 4=extremely existent 9= 

Don’t Know) 

10.1. Injustice 1 2 3 4 9 /__/ 

10.2. Corruption 1 2 3 4 9 /__/ 

10.3. Favoritism 1 2 3 4 9 /__/ 

10.4. Divisionism 1 2 3 4 9 /__/ 

10.5. Other (specify)……................. 1 2 3 4 9 /__/ 

Q11 a: If existent (3, 4), at which level of the justice institutions are they mostly occurring 

among the following? 

11.b.1. Mediators 1 2 9 /__/ 

11.b.2. MAJ 1 2 9 /__/ 

11.b.3. Lower Court 1 2 9 /__/ 

11.b.4. High Court 1 2 9 /__/ 

11.b.5. Supreme Court 1 2 9 /__/ 

(1= Yes, 2= No 9=Don’t know) 

Q11b: In the last twelve months, have you personally experienced corruption, injustice or 

nepotism? 

11.a.1. Injustice 1 2 9 /__/ 

11.a.2. Corruption 1 2 9 /__/ 

11.a.3. Favoritism 1 2 9 /__/ 

11.a.4. Divisionism 1 2 9 /__/ 

11.a.5. Other (specify)……................. 1 2 9 /__/ 

(1= Yes, 2=No, 9= Don’t know ) 

V. GOVERNANCE 

Q12: What is your perceptionon how governance principles are upheld in your area?(1=Very 

poor 2=Poor 3=Good 4=Very good 


12.1. Fighting corruption and injustice 1 2 3 4 9 /__/ 

12.2. Respect for human rights 1 2 3 4 9 /__/ 

12.3. Respect for the principle of 

democracy 

1 

2 3 4 9 /__/ 


129

12.4. Respect of gender equality 1 2 3 4 9 /__/ 

12.5. Power sharing 1 2 3 4 9 /__/ 

12.6. Freedom of thoughts 1 2 3 4 9 /__/ 

12.7. Upholding Rwandanness. 1 2 3 4 9 /__/ 

12.8. Other (specify)……................. 1 2 3 4 9 /__/ 

Q 13: What trust do you have in the following government institutions 

(1=None 2=Little 3=Alot 4=Very Much 

9=Dont know) 

13.1. The President of the Republic 1 2 3 4 9 /__/ 

13.2. Parliament 1 2 3 4 9 /__/ 

13.3. Justice (courts) 1 2 3 4 9 /__/ 

Q14: What is your perception of the following institutions in promoting good governance 

and social cohesion of Rwandans? 



14.1. Office of Ombudsman 1 2 3 4 9 /__/ 

14.2. Auditor General’s Office 1 2 3 4 9 /__/ 

14.3. National Unity and Reconciliation 

Commission 

1 

2 3 4 9 /__/ 

14.4. Human Rights Commission 1 2 3 4 9 /__/ 

14.5. Labor Commission 1 2 3 4 9 /__/ 

14.6. Local authorities 1 2 3 4 9 /__/ 

14.7. Religious denominations 1 2 3 4 9 /__/ 

14.8. Political parties 1 2 3 4 9 /__/ 

14.9. Non Governmental Organizations 1 2 3 4 9 /__/ 

14.10. Cooperatives 1 2 3 4 9 /__/ 

14.11. Media/journalists 1 2 3 4 9 /__/ 

14.12. Other 

(specify)…………………................. 

1 

2 3 4 9 /__/ 

Q15: To what extent do local leaders pursue unity and reconciliation? /__/ 

(1=Very little 2=little 3=big 4=Very big 



Q 16 : What is your perception on the independence of the following institutions? 

(1=Not independent 2=A little independent 3=Independent 4=Very Independent 

9=Dont Know) 

16.1. Courts 1 2 3 4 9 /__/ 

16.2. Parliament 1 2 3 4 9 /__/ 

16.3. Other 

(specify)…………………................. 

1 

2 3 4 9 /__/ 

Q 17: In your area, are citizens aware of the Rwandanness and if so at what extent? (1=None 

2=Few 3=Many 4=Very many 9=Don’t know /__/ 

Q18a: How are you satisfied with the access to information on government programs? /__/ 

(1=Very little 2=little 3=big 4=Very big 

9=Don’t know 

Q18b: From which of the following do you get your information on government programs? 

(1= Yes2=No, 9= Don’t know) 

18.b.1. Government advertisements 1 2 9 /__/ 

18.b.2. Government newspapers 1 2 9 /__/ 

18.b.3. Radio 1 2 9 /__/ 

18.b.4. Television 1 2 9 /__/ 

18.b.5. Internet 1 2 9 /__/ 

18.b.6. Other (specify) 1 2 9 /__/ 

Q18 c: Are journalists independent in their work? (1= Yes 2= No 9= don’t know) /__/ 

VI. HEALTH AND SANITATION 

Q19: What is your perception of health services and programs in your area? 


9=Don’t know ) 

19.1. Medical insurance services 1 2 3 4 9 /__/ 

19.2. Pharmacy services 1 2 3 4 9 /__/ 

19.3. Reproductive health services 1 2 3 4 9 /__/ 

19.4. Health counselor’s services 1 2 3 4 9 /__/ 

19.5. Health infrastructure and 

equipment 

1 2 3 4 9 /__/ 

19.6. Ambulances 1 2 3 4 9 /__/ 

19.7. Waiting time for patient to meet 

the doctor /nurses 

1 2 3 4 9 /__/ 

19.8. Sensitization on nutrition 1 2 3 4 9 /__/ 

19.9. Other (specify) 1 2 3 4 9 /__/ 


131

Q20: How satisfied are you with the health services in the following places. 

((1=Very poor 2=Poor 3=Good 4=Very good 


20.1. Hospital 1 2 3 4 9 /__/ 

20.2. Health centers 1 2 3 4 9 /__/ 

20.3. Health posts 1 2 3 4 9 /__/ 

Q21: What distance do you travel to get to the health facility? 

/__/ 

(1=Under 500m 2=500m - 1km 3=1km - 2km 4=2km - 5km 5=Above 5km 

9=Simbizi) 

Q22: What health insurance do you use to get medical services? 

/__/ 

1=None 2=Mutual health insurance (mutuelle de santé) 3=RAMA 4=MMI 5= Other 

(specify)……………………………………….. 

Q23: What is your perception of hygiene in the following places? 

(1= None 2= little 3=alot 4=Very much 9=Don’t know) 

23.1. Health facilities (hospitals, 

health centers and health posts 

1 2 3 4 9 /__/ 

23.2. Markets 1 2 3 4 9 /__/ 

23.3. Bars and restaurants 1 2 3 4 9 /__/ 

23.4. Homesteads and personal 

hygiene 

1 2 3 4 9 /__/ 

23.5. Local authorities’ offices 1 2 3 4 9 /__/ 

23.6. Other 

(specify)………………............... 

1 2 3 4 9 /__/ 

Q24: Among the following, what do you think is the cause of lack of hygiene in some places? 

(1=Yes, 2=No, 9=Don’t know) 

24.1. Lack of sensitization 1 2 9 /__/ 

24.2. Poverty 1 2 9 /__/ 

24.3. Insufficient water supply 1 2 9 /__/ 

24.4. Mindset / ignorance 1 2 9 /__/ 

24.5. Settlement 1 2 9 /__/ 

24.6. Other (specify)…………………….. 1 2 9 /__/ 


Q25a: What are the predominant diseases in your area (1=Yes, 2=No 9= Don’t know) 

25.a.1. Diseases caused by unhygienic conditions (jiggers, lice, 

skin diseases) 

1 2 9 /__/ 

25.a.2. Diseases caused by malnutrition 1 2 9 /__/ 

25.a.3. Malaria 1 2 9 /__/ 

25.a.4. Sexually transmitted diseases 1 2 9 /__/ 

25.a.5. Heart diseases and cancer 1 2 9 /__/ 

25.a.6. Other (specify)…………………………………………….. 1 2 9 /__/ 

Q25b: If malaria still exists in your area, what among the following do you think is 

cause? 

(1=Yes, 2=No , 9= Don’t know ) 

25.b.1. Lack of sensitization 1 2 9 /__/ 

25.b.2. Lack of mosquito nets 1 2 9 /__/ 

25.b.3. Mosquito nets that are not treated 1 2 9 /__/ 

25.b.4. Unhygienic surrounding 1 2 9 /__/ 


VII. SOCIAL WELFARE 

Q26: To which of the following social protection programs do you belong? /__/ 

(1.None 2. VUP 3. Ubudehe 4.One cow per family (Girinka) 5.Other 

(Specify)………………………………..) 

Q27 a: How satisfied are you with the following activities that are implemented in your area? 

(1=Very poor 2=Poor 3=Good 4=Very good 9=Don’t ) 

27.a.1. Categorization of citizens into Ubudehe 1 2 3 4 9 /__/ 

27.a.2. Selection of VUP beneficiaries 1 2 3 4 9 /__/ 

27.a.3. Selection of Girinka beneficiaries 1 2 3 4 9 /__/ 

27.a.4. Construction of houses for the 

vulnerable 

1 2 3 4 9 /__/ 

27.a.5. Other (specify)………………………… 1 2 3 4 9 /__/ 

Q27 b: If they are not well implemented, what do you think is the cause among the 

following? 

(1=Yes, 2=No, 9= don’t know ) 

27.b.1. Corruption 1 2 9 /__/ 

27.b.2. Injustice 1 2 9 /__/ 

27.b.3. Not attending village councils 1 2 9 /__/ 


133

27.b.4. Lack of awareness 1 2 9 /__/ 

27.b.5. Lack of follow up by local authorities 1 2 9 /__/ 


VIII. 

LAND 

Q28: How satisfied are you with the following land services in your area 

(1=Very poor 2=Poor 3=Good 4=Very good 9=Don’t know ) 

28.1. Land registration 1 2 3 4 9 /__/ 

28.2. Land transfer 1 2 3 4 9 /__/ 

28.3. Land expropriation 1 2 3 4 9 /__/ 

28.4. Sensitisation on land laws 1 2 3 4 9 /__/ 

28.5. Other (specify) 1 2 3 4 9 /__/ 

IX. SECURITY 

Q29: What trust do you have in the following security institutions? 

(1=Not confident 2=little 3=alot 4=Very much 

9=don’t know) 

29.1. National Army (RDF) 1 2 3 4 9 /__/ 

29.2. National Police (RNP) 1 2 3 4 9 /__/ 

29.3. DASSO 1 2 3 4 9 /__/ 

29.4. Reserve forces / Inkeragutabara 1 2 3 4 9 /__/ 

Q30: In your area how are you satisfied with the security in the following categories? 

(1=Very poor 2=Poor 3=Good 4=Very good 9=Don’t know ) 

30.1. National security 1 2 3 4 9 /__/ 

30.2. Personal safety 1 2 3 4 9 /__/ 

30.3. Property safety 1 2 3 4 9 /__/ 

30.4. Other (specify) 1 2 3 4 9 /__/ 

Q31: In your area to what extent are the following issues prevalent? 

(1=none 2=little 3=Big 4=Very big 


31.1. Family conflicts 1 2 3 4 9 /__/ 

31.2. Land related conflicts 1 2 3 4 9 /__/ 

31.3. Theft 1 2 3 4 9 /__/ 

31.4. Physical violence 1 2 3 4 9 /__/ 


31.5. Road accidents 1 2 3 4 9 /__/ 

31.6. Human trafficking 1 2 3 4 9 /__/ 

31.7. Gender based violence (GBV) 1 2 3 4 9 /__/ 

31.8. Drugs abuse 1 2 3 4 9 /__/ 

31.9 Other 

(specify)……….................................... 

1 2 3 4 9 /__/ 

Q32: To what extent is gender based violence committed against the following categories in 

your area? 

(1=None 2=little 3=big 4=Very big 


32.1. Children 1 2 3 4 9 /__/ 

32.2. Women 1 2 3 4 9 /__/ 

32.3. Men 1 2 3 4 9 /__/ 

32.4. Other (specify ) ……………………… 1 2 3 4 9 /__/ 

Q33: In your area to what extent are the following gender based violence issues occuring? 

(1=None 2=Little 3=Many 4=Very many 


33.1. Rape 1 2 3 4 9 /__/ 

33.2. Property related violence 1 2 3 4 9 /__/ 

33.3. Beating and inflicting bodily harm 1 2 3 4 9 /__/ 

33.4. Nagging and harassment 1 2 3 4 9 /__/ 

33.5. Other (specify) 1 2 3 4 9 /__/ 

IX. 

ROLE OF CITIZENS IN PROGRAMS IMPLEMENTED ON THEIR BEHALF 

Q34: What is role of citizens in the following activities in your area? 

(1=None 2=little 3=Big 4=Very big 

9=don’t know) 

34.1. Preparation of the district action 

plan 

1 2 3 4 9 /__/ 

34.2. Preparation of the district budget 1 2 3 4 9 /__/ 

34.3. Preparation of district 

performance contracts 

34.4. Attending and giving suggestions 

in village councils 

34.5. Attending general public works 

(Umuganda) 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 


135

34.6. Giving contributions in different 

government programs 

34.7..Giving contributions to build 

classrooms 

34.8. Giving contributions in school 

feeding programme 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

34.9. Giving incentives to the teachers 1 2 3 4 9 /__/ 

34.10. Attending Parent and Teacher’s 

Association (PTA) activities 

34.11. Categorizing citizens into 

UBUDEHE 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

34.12. Selecting VUP beneficiaries 1 2 3 4 9 /__/ 

34.13. Selecting beneficiaries of One 

Cow per poor family 

34.14. Construction of houses for the 

vulnerable. 

1 2 3 4 9 /__/ 

1 2 3 4 9 /__/ 

34.15. Other (specify) 1 2 3 4 9 /__/ 

THANK YOU 

Time when the interview ended (hh:mm) ………………… 

Signature of the interviewer…………………………………….. 

Name and signature of the supervisor…………………………………………. 

Date of data entry (dd/mm/yyyy): ………./……../…….. 

Name and code of data entry clerk…………………………………………… 


Rwanda Citizen Report Card Survey 2015 137

Designed & Printed by RPC 

Kigali - Rwanda

The Citizen Report Card (CRC) is an anual 

publication of RGB which offers the citizens’ 

perspective. Its aim is to provide public institutions 

and policy makers with systematic feedback from 

citizens regarding the quality of services delivered 

to them. By collecting feedback on the quality and 

sufficiency of public services from the citizens’ 

perspective, this report provides a barometer of how 

citizens perceive the quality of services received 

from leaders at different levels. 

The CRC 2015 is covering 12 sectors : Education, 

Agriculture and livestock, Local Government, 

Justice, Respect of governance principles and trust 

in governance institutions, Health, Hygiene and 

sanitation, Social welfare, Land, Security, GBV 

and other common based violence and Citizens’ 

participation. 

© Rwanda Governance Board (RGB) 

www.rgb.rw 

info@rgb.rw 

: @GovernanceRw

CRC 2015. English

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