CRC 2015. English

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
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