On October 11, 2024, staff members of the National Public Prosecution Authority (NPPA) held an important meeting with the Rwanda Governance Board (RGB) to discuss strategies for improving service delivery and customer satisfaction. This initiative is part of the broader National Strategy for Transformation (NST2), which aims to make services more accessible to all citizens. The collaboration highlights a commitment to enhancing public services and fostering a culture of responsiveness in governance.

The discussion, titled “Quality Service Delivery to Enhance Customer Satisfaction,” was presented by Abdel Aziz Mwiseneza, the RGB Service Delivery Division Manager. It gathered all NPPA staff to explore ways to improve service quality and customer satisfaction.

Mwiseneza emphasized the importance of effective service delivery in achieving Rwanda’s governance goals during his talk. He highlighted the NPPA’s performance in the 2023 Citizen Report Card (CRC) regarding Quality Service Delivery, showcasing its significance in meeting government objectives.

Participants following a presentation during the discussion

The discussions further, focused on the Quality Service Delivery Standards (QSDS) as essential guidelines for providing high-quality services. The challenges hindering effective service delivery such as limited technology, a lack of professionalism, and tendencies in connection with corruption were also discussed. 

The Prosecutor General highlighted that the discussion reaffirmed NPPA's commitment to excellence in service delivery. She commended the staff's active participation and stressed the importance of providing quality services to meet citizens' needs and foster trust in public institutions.