Reframing Service Delivery through People Centred Governance
DOI:
https://doi.org/10.47941/ijppa.2659Keywords:
People Centred Governance, People Centred Governance Approaches, Service Delivery, Home Grown Solutions, Citizen Report Card.Abstract
Purpose: The essence of this study was to highlight the linkage between people centred governance and effective dispensation of services to the people using Citizen Report Card as a catalytic tool.
Methodology: the study employed mainly relevant secondary data. Primary data was also collected in form of interviews to gather ideas on the linkages between people centred governance and the effective dispensation of services and how Citizen Report Card reinforces this linkage. Data was analysed using descriptive statistics and content analysis. Graphs were developed to allow easy presentation and interpretation of the data. The findings were then interpreted based on the research objectives to reach conclusions and appropriate recommendations.
Findings: The experience with Rwanda’s people centred governance model shows that, it nurtures a culture of accountability and responsiveness within the public institutions and this leads to greater efficiency. CRC has had a catalysing effect on linking people centred governance and service delivery improvement particularly in the local government. CRC acts as a link between people centred governance approaches and service delivery. Citizens not only participate in decision making and development but also strongly take part in evaluating the performance of their leaders in form of people centred accountability.
Contribution to Theory, Policy, and Practice: Analysing and describing catalysing effect of Citizen Report Card in the linkage between people centred governance and services delivery is essential for both policy makers and practitioners. It offers great lessons that will continuously drive the transformation based on good governance practices and effective service delivery. It is recommended that the government ensures that service design is constantly informed by the needs and priorities of the people to ensure that they are effective, relevant and user friendly
Downloads
References
Alcorta, L., Smits, J., Swedlund, H. J., & de Jong, E. (2020). The ‘dark side’ of social capital:
A cross-national examination of the relationship between social capital and violence in Africa. Social Indicators Research, 149, 445–465.
Aloui, Z., Mekki, H., & Maktouf, S. (2024). Does governance matter to ensure significant
effect of foreign direct investment on poverty reduction? Evidence from developing and emerging countries. Transnational Corporations Review 16(3). DOI:10.1016/j.tncr.2024.200058
Baikirize, M., & Muyoboke, C. (2020). Performance contract scenario and socio-economic
development of Rwanda. International Journal of Scientific and Research Publications (IJSRP), 10(8):685-694. DOI:10.29322/IJSRP.10.08.2020.p10486
Bajohr, J., & Meyer, J. (2019). Decentralization and local governance: The role of citizen
participation in local decision-making processes. Local Government Studies, 45(4), 549-568. https://doi.org/10.1080/03003930.2019.1576368
Bamwita, A., & Twahirwa, A. (2021). Understanding the Impact of Umushyikirano on Local
Governance and Development in Rwanda. International Journal of Development Studies, 8(2), 23-40.
Bolin, A., & Nkusi, D. (2022). Rwandan solutions to Rwandan problems: Heritage
decolonization and community engagement in Nyanza District, Rwanda. Journal of Social Archaeology, 22(1), 3-25. https://doi.org/10.1177/14696053211053974
Bule, M., & Ndung'u, H. (2020). Assessing citizen participation in public service delivery: A
case study of citizen report cards in Rwanda. Rwanda Journal of Social Sciences, 2(1), 20-35. https://doi.org/10.1016/j.rjss.2020.09.004
Dunn, S. L., Arslanian-Engoren, C., DeKoekkoek, T., Jadack, R., & Scott, L. D. (2015).
Secondary Data Analysis as an Efficient and Effective Approach to Nursing Research. Western journal of nursing research, 37(10), 1295–1307. https://doi.org/10.1177/0193945915570042
Ezeanya-Esiobu, C. (2017). The rise of home-grown ideas and grassroots voices: New
directions in social policy in Rwanda, UNRISD Working Paper, No. 2017-6, United Nations Research Institute for Social Development (UNRISD), Geneva
Gasana, J. (2013). Umuganda: A traditional practice for new times. In C. Howe & I.
Ndaruhutse (Eds.), Rwanda fast forward: Social, economic, military and reconciliation prospects (pp. 259-267). Fountain Publishers.
Hamina, M., & McGee, R. (2013). Citizen engagement in governance: The role of citizen
report cards in Rwanda. The International Journal of Public Sector Management, 26(5), 395-411. https://doi.org/10.1108/IJPSM-12-2012-0145
Hazarika, I. (2019). Health workforce governance: Key to the delivery of people-centred
care. International Journal of Healthcare Management, 14(2), 358–362. https://doi.org/10.1080/20479700.2019.1647380
Holdar, G. G., & Zakharchenko, O. (2002). Citizen Participation Handbook: People’s Voice
Project International Centre for Policy Studies, Kyiv: iMedia Ltd
Hutton, G., & Chase, C. (2017). Water Supply, Sanitation, and Hygiene. In C. N. Mock (Eds.)
et. al., Injury Prevention and Environmental Health. (3rd ed.). The International Bank for Reconstruction and Development / The World Bank.
IPAR. (2020). An Evaluation of the Impact of Imihigo on Local Development in Rwanda. This
report evaluates the results of the Imihigo system on local development initiatives and community outcomes. https://www.ipar-rwanda.org
Iyer, S. & Abegaz, M. (2019). Rwanda's Imihigo: The Role of Performance Contracts in Local
Government and Homegrown Solutions. Public Administration and Development, 39(3), 218-228. DOI: https://doi.org/10.1002/pad.1834
Kabera, J. & Rukundo, A. (2018). Evaluating the Effectiveness of Imihigo in Local
Government Performance in Rwanda. Public Administration and Development, 38(3), 195-205.
Kagabo, E., & Murekezi, A. (2020). The Role of Umushyikirano in Enhancing Public
Accountability in Rwanda. Rwandan Journal of Social and Political Studies, 12(3), 75-92.
Kalisa, E., & Jain, S. (2024). Impact of Service Quality Dimensions on Citizens’ Satisfaction
with Land Services in Rwanda. Journal of Business and Strategic Management, 9(2), 27–51. https://doi.org/10.47941/jbsm.1861
Kar, S. (2023). Data for Better Lives: World Development Report 2021 by World Bank Group.
Journal of Data Science Informetrics and Citation Studies, 2(2):136-139 DOI:10.5530/jcitation.2.2.19
McDonald, S. (2018). Umuganda: Building Community and Trust in Post-Genocide
Rwanda. African Affairs, 117(469), 1-25. DOI: 10.1093/afraf/ady023
Minaloc Decentralization and Citizens’ Participation in Local Governance: Does Trust and
Transparency Matter? – An Empirical Study. Forum for Development Studies, 48(2), 199–223. https://doi.org/10.1080/08039410.2021.1872698
Ministry of Local Government. (2017). Assessment of the Impact of Decentralization Policy
Implementation in Rwanda (2001-2017). https://www.minaloc.gov.rw
Moussa, H., & Akims, M. (2024). Effect of Monitoring and Evaluation Practices on
Performance of Construction Projects in Gasabo District- Rwanda. International Journal of Entrepreneurship and Project Management, 9(3), 16–35. https://doi.org/10.47604/ijepm.3024
Mpyisi, E. (2020). Umuganda as a Catalyst for Social Cohesion in Rwanda: An Examination
of Community-Based Initiatives. African Journal of Political Science, 15(1), 23-39. DOI: 10.12854/aps.2020.31447
Mugisha, J. (2020). The Role of Inteko z’Abaturage in Promoting Good Governance at the
Local Level in Rwanda. Research Journal of Political Science, 12(4), 271-290.
Mugumbate, J. R., Tarusikirwa, M. C., Nyoni, C., Mtetwa, E., Nyikahadzoyi, K., Dhemba &
Nyaruwata, L. T. (2022). People-centred development (PCD): philosophies, key concepts and approaches to teaching, learning and practice. People centred – The Journal of Development Administration (JDA), 7(1), 1-12.
Munyaneza, O. (2018). Assessing the Impact of Inteko z'Abaturage on Community
Participation in Development Projects: A Case Study in Rwanda. Rwandan Journal of Social Sciences, 5(1), 34-50.
Munyaneza, O. (2019). The role of citizen engagement in improving public service delivery in
Rwanda. Public Administration and Development, 39(4), 249-258. https://doi.org/10.1002/pad.1903
Munyani, K. (2019). Reconciliation and the role of Abunzi in Rwanda: Bridging the gap.
Journal of Conflict Resolution, 63(4), 731-757. https://doi.org/10.1177/0022002718804972
Musoni, F., Nizeyimana, E., & Muteteli, A. (2018). The role of Umuganda in community
mobilization and development in Rwanda. Journal of Community Mobilization and Sustainable Development, 13(2), 3747.
Ndagijimana, I. (2020). Enhancing Effectiveness of Public Services Performance through
Performance Contracts in Rwanda. International Journal of Research and Innovation in Social Science (IJRISS), 4(1), 94-111.
Ndahiro, A., Rwagatare, J., & Nkusi, A. (Eds.). (2015). Rwanda: Rebuilding of a Nation.
Fountain Publishers. https://doi.org/10.2307/j.ctv2tp741w
Niraula, S. (2019). A review of research process, data collection and analysis. Insights in
Biology and Medicine, 3(1), 001-006. DOI:10.29328/journal.ibm.1001014
Niyonsenga, A. (2019). Evaluating the Effectiveness of Umushyikirano in Strengthening
Democratic Governance in Rwanda. Journal of African Politics, 12(2), 101-120.
Nzeyimana, D. (2016). Umushyikirano: Historical Background and Its Role in Rwandan Socio-
Political Landscape. Journal of East African Studies, 10(1), 89-104.
Nzeyimana, D., & Imanishimwe, A. (2017). Umuganda: A Reflection on Its Role in
Community Mobilization and Development in Rwanda. Rwandan Journal of Social Sciences, 4(1), 45-59.
Oe, H., & Yamaoka, Y. (2024). The Role of Citizen Feedback in Shaping Social Policies:
Enhancing Administrative Processes and Information Transparency for Inclusive Governance. Socioeconomic Challenges. https://doi.org/10.61093/sec.8(3).16-28.2024
OECD. (2021a). OECD Framework and Good Practice Principles for People-Centred Justice,
OECD Publishing, Paris, https://doi.org/10.1787/cdc3bde7-en.
OECD. (2021b). Civic Space Scan of Finland, OECD Public Governance Reviews, OECD
Publishing, Paris, https://doi.org/10.1787/f9e971bd-en.
Otieno, F., Kathina, M. M., Gikonyo, P., Matindi, C., Muthoni, S., Nditi, M., & Kitili, I. (2022).
Promoting citizen participation for effective and accountable governance, 8(11), 1–7. https://doi.org/10.53555/ephhss.v8i11.1933
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions.
EPRA International Journal of Research & Development, 4(2), 38-41.
Rutikanga, C. (2019). A Social Work Analysis of Home-grown Solutions and Poverty Reduction
in Rwanda: The Traditional Approach of Ubudehe.DOI:10.2307/j.ctv2tp73vt.10
Rwanda Governance Board (RGB). (2018, 2019, 2020,2021,2022, 2023, 2024). Citizen Report
Card. Kigali: accessed from www.rgb.rw
Rwanda Governance Board. (2024). Citizen Report Card. Kigali: accessed from www.rgb.rw
Sari, A. R. (2023). The Impact of Good Governance on the Quality of Public Management
Decision Making. Journal of Contemporary Administration and Management (ADMAN), 1(2), 39–46. https://doi.org/10.61100/adman.v1i2.21
Sayinzoga, A. (2019). Umuganda as a Tool for National Development: Examining Its Influence
on Socio-Economic Growth in Rwanda. Development Policy Review, 37(3), 345-360. DOI: 10.1111/dpr.12346
Seetharam, K. (2021). "Decentralized, People-Centered Governance in Developing Countries:
Practices and Innovations." International Development Planning Review, 43(1), 1-23. DOI: https://doi.org/10.3828/idpr.2021.4
Schäfer, L., & Henn, P. (2019). Governance for sustainable development: Bridging the gap
between integration and participation. Sustainability, 11(22), 6312. https://doi.org/10.3390/su11226312
Shafana, A. (2020). "Homegrown Solutions in Rwanda: A Study of Local Rwandan
Organizations and Community Engagement." Rwandan Journal of Social Sciences, 5(2), 55-68.
Singla, D. (2024). Transforming Governance Through Public Participation: A Model for
Voting on Manifestos and Tax Allocation. Scientific Journal of Metaverse and Blockchain Technologies, 2(2), 167–173. https://doi.org/10.36676/sjmbt.v2.i2.47
Strasheim, J. (2012). The Abunzi in Rwanda: Participatory justice in a post-conflict society. In
H. S. Y. Serafin (Ed.), Local governance in Africa: The challenges of democratic decentralization (pp. 98-115). Konrad Adenauer Stiftung.
Tangwe, A. T., Victoire, G. S., & Benyin, P. K. (2023). The Relevance of Home-Grown
Solutions: A Comparative Analogy of Gacaca and Abunzi Mediation in Rwanda. Advances in Social Sciences Research Journal, 10(10), 180–195. https://doi.org/10.14738/assrj.1010.15674
Thomas, G. W. (2012). Governance, good governance, and global governance: conceptual and
actual challenges. In Thinking about global governance (pp. 168-189). Routledge.
Unachukwu, L., Kalu, A., & Ibiam, O. (2018). Accessing Secondary Data: A Literature
Review. Singaporean Journal of Business Economics and Management Studies, 6(6), 53-63. DOI:10.12816/0048423
UNDP (2024). Final evaluation of the UNDP Rwanda governance portfolio.
UNDP (2020). Governance for Sustainable Development.
https://www.undp.org/publications/discussion-paper-governance-sustainable-` development
Urusaro, J. (2021). Imihigo as a Tool for Citizen Engagement in Local Governance:
Perspectives from Rwanda. Rwanda Journal of Social Sciences, 15(2), 45-60.
Uwitware, M. (2019). Citizen Engagement through Inteko z’Abaturage: Lessons from
Rwanda. International Journal of Public Administration in the Digital Age, 6(2), 59-75.
Wall, G. J. (2016). Decentralisation as a post-conflict state-building strategy in Northern
Ireland, Sri Lanka, Sierra Leone and Rwanda. Third World Thematics: A TWQ Journal, 1, 898 - 920. DOI:10.1080/23802014.2016.1369859
World Bank (2021). World Development Report 2021: Data for Better Lives. © World
Bank. http://hdl.handle.net/10986/35218 License: CC BY 3.0 IGO.”
World Bank. (2016a). Decentralization and Citizen Participation in Rwanda: The Role of
Inteko z’Abaturage in Local Governance: https://openknowledge.worldbank.org/handle/10986/24650
World Bank. (2016b). Rwanda: Quality of Dialogue in Policy Formulation and
Implementation: Lessons from Umushyikirano. This report highlights how Umushyikirano facilitates dialogue between the government and citizens, influencing policy development. https://www.worldbank.org/en/country/rwanda
Yadav, B. (2024). Citizen Participation in Government Decision-Making. Research Review
International Journal of Multidisciplinary, 9(4), 267–271. https://doi.org/10.31305/rrijm.2024.v09.n04.033
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Dr. Kalisa Edward, Mr. Niyikora Sylevere
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
