THE DAWN hereby dawns on Rwanda, not merely as another newspaper, but as a publication with a distinct mission: to confront national issues with independence, depth, and sincerity. In a media landscape often constrained by routine narratives, The Dawn emerges to illuminate the critical conversations our nation must engage in.
I am privileged to be among the contributors to this noble cause, one founded on thoughtful reflection, constructive, honest critique, and an unwavering drive toward national betterment. Among the many pressing themes that will occupy this column, service excellence stands out as my most passionate area of focus.
Service is more than a transaction; it is a reflection of who we are as a people and what we aspire to become. It is the bridge between Rwanda’s global reputation and the lived experiences of those who interact with its systems, institutions, and citizens.
Suppose we desire to grow as a nation, attracting and retaining visitors while satisfying our own people, service must rise from being an occasional conversation to becoming a national ethos. It is with such conviction that, on 12 October 2024, I made a timely decision to launch the Golden Service Initiative (GSI) a social media platform hosted primarily on WhatsApp. The purpose was clear: to create a space where Rwandans could share truthful, constructive, and bold feedback about service providers while also empowering service seekers to voice their genuine experiences. The long-term ambition was to inspire positive change through dialogue rooted in honesty, civility and shared responsibility.
The response exceeded every expectation. What began as a small, but hopeful movement, has become a formidable citizen-driven platform of more than six thousand members. This growth alone speaks volumes. Nothing demonstrates public yearning for better service and the collective determination to hold providers accountable more than a voice his massive and unified.
A platform of this scale has become one of the most compelling forces driving responsiveness within Rwanda’s service ecosystem. It is for this reason that The Dawn arrives as a timely reinforcement to what is happening across the GSI community. It gives a broader, more permanent home to the spirit of engagement that defines GSI.
By bringing together patriotic Rwandans who share a willingness to speak candidly about dissatisfaction, the newspaper strengthens our collective resolve to answer President Paul Kagame’s Call to reject poor customer service wherever it occurs.
Our guiding principles at GSI remain constant: humility, candour, and unwavering commitment to improvement. This column will follow the same ethos. Critique here will not be for entertainment, condemnation, or sensation; it will be rooted in truth, fairness, and national interest.
Our mission is to raise the bar, not to disparage. Every discussion must honour the constructive spirit that birthed the GSI movement. Looking ahead, GSI intends to enhance its impact through instant, real-time feedback. This will involve gathering authentic information directly from service points, secretly shopped, objectively captured, and accurately reported. The goal is to eliminate the distortions often caused by alerting service providers ahead of time.
A genuine image does not require rehearsal. In every sector, from hospitality and public services to retail, transport, banking, and many more, what citizens experience in real moments is what counts. That is the image Rwanda must work with, learn from, and elevate.
This approach will define our contribution to The Dawn. Through this column, GSI will present the true landscape of Rwanda’s service delivery, praising excellence wherever it is found and openly highlighting areas that require urgent improvement. It will be a mirror held up to our nation, not to shame but to refine. We believe that transparency inspires discipline, and discipline breeds progress
