Minister of local government Dominique Habimana has reminded leaders that providing quality public services is a fundamental right owed to citizens, not an act of generosity, as the government intensifies action against poor service delivery across the country.
Speaking in an interview with RBA, the minister said the continued reports of substandard services, most recently leading to the dismissal of the Kayonza District executive committee, show that some local leaders have not prioritised the needs of the people they serve.
Habimana stressed that good service is an obligation for public officials.
“Giving a citizen quality service is not charity; it is giving them what they deserve. It is fulfilling what we are required to provide and doing the work we are entrusted to do,” he said.
He urged leaders at the local level to remain close to citizens, welcome them respectfully, avoid unnecessary delays, and provide clear explanations when a service cannot be delivered immediately.
He added that officials should help citizens navigate other institutions instead of repeatedly sending them back and forth.
“If a citizen needs to take further steps obtaining documents or information from other institutions, leaders should assist them by making those inquiries on their behalf so the citizen can get services quickly and continue with their work,” he said.
Habimana also reminded citizens that they have the right to demand proper services and escalate complaints if necessary.
“Quality service is your right. If you are not given proper service, you have the right to ask why. You also have the right to report the issue to a higher level. You should not tolerate poor service,” he added.
The minister said the key reason the Kayonza District council decided to relieve its executive committee of their duties was growing dissatisfaction among residents over how services were being delivered.
The decision, he noted, shows the government’s resolve to address poor service delivery and hold responsible leaders to account.
The push for accountability echoes remarks made by President Kagame during a press conference on 27 November 2025.
Responding to concerns about poor service in some public and private institutions, the president said those who offer substandard services must correct their practices.
“Those who offer poor services must learn and be told to improve what they do. Rwandans should refuse to pay for and accept bad services without saying anything. No, you must reject it,” Kagame said.
He emphasised that poor service must not be tolerated.
“It is a serious issue. You should talk about it and address it. Poor service must be rejected, exposed, criticised, and its providers held accountable,” he added.
According to the 2025 Rwanda Governance Scorecard published by the Rwanda Governance Board, the quality-of-service delivery declined from 75.79 percent to 71.73 percent, reflecting ongoing concerns among citizens and government institutions about standards of service delivery nationwide
