Rwanda National Police

The National Police has announced that it is doing everything possible to ensure good service delivery.

The institution charged with maintaining law and order says that it has adopted various strategies leading towards good customer care and service delivery. However complaints are still widespread that operations of the traffic police department is still substandard.

While the government has stepped up the fight against bad service delivery and poor customer care, the national police says that it has already registered commendable progress in this sector.

In police stations, an officer in charge of customer care is reported to be always on standby to receive all those seeking the services of the police force, contrary to most government institutions.

The traffic police department is one department that is usually flocked by many people seeking driving permits. Many complain that these services drag. Chief Supt. Twahirwa Celestin, the traffic police chief confirms that his department tries to serve as many people as possible irrespective of the influx.

“In 2011 only, we had more than 150,000 sitting for the provisional test, the statistics are here. 93,188 did practical driving tests, this is a very large number in one year. So, preparing these people, having them sit for the tests, marking the tests and compiling the results takes a long time.” He explained.

Chief Supt Twahirwa explained that they are now stepping up the use of ICT to ensure that they can be able to address the rapidity of their services especially for people applying for driving permits.

Customer care and service delivery has been one of the issues the Prime Minister Pierre Damien Habumuremyi has reiterated time and again during his countrywide visits. On Thursday the premier met with hotel and restaurant owners with customer care and service delivery top on the agenda. The hospitality industry is one of the sectors that record the worst customer care but they pledge to address the issue within six months.

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