Rwanda’s overall citizen satisfaction with governance and public service delivery fell to 73.8 per cent in 2026, from 76.7 per cent a year earlier, prompting lawmakers to ask the Rwanda Governance Board (RGB) to explain the decline.
RGB Chief Executive Officer Dr Doris Uwicyeza Picard presented the institution’s 2025/2026 performance report and 2026/2027 action plan to a joint sitting of Parliament on Wednesday, November 11.
The findings are based on the 2026 Citizen Report Card (CRC), a survey that assesses how residents view governance and services provided by institutions close to them.
During the presentation, MP Christine Mukabunani asked why satisfaction with services provided through decentralised institutions had declined rather than improved.
Dr Uwicyeza attributed some of the dissatisfaction to delays in resolving citizens’ complaints, repeated referrals between offices and a lack of information about where to seek particular services.
“Some citizens do not have their problems resolved on time, others are sent from one office to another, while some do not know where to apply for the services they need,” she said.
She urged local government leaders and other public institutions responsible for service delivery to improve their performance and put citizens’ needs first.
The chief executive said the CRC should not be viewed simply as a ranking of institutions, but as a tool for identifying weaknesses and helping authorities address them.
The survey also showed declining scores in other sectors. Security remained the highest-rated area, although its score fell from 92.1 per cent in 2025 to 91.5 per cent in 2026.
Agriculture recorded the lowest score, dropping from 70.6 per cent to 62 per cent, a decline of 8.6 percentage points.
The findings place pressure on public institutions, particularly local authorities, to address the concerns raised by citizens and improve the services they provide.
