PSC conducted a research on citizen satisfaction in order “to determine the current level of citizen satisfaction on recruitment practices and, based on the findings, make a proposal on what should be done to improve recruitment practices and processes to get competent staff in the public service.”

The first citizen satisfaction survey conducted by the PSC on recruitment practices covered the period of 2011/12 and found that the citizen satisfaction with the recruitment services was at 63.1%. The second survey covered the period of 2012/13, and established that the citizen satisfaction had increased to 67%.

The level of citizens’ satisfaction with the recruitment processes now is 70.9%. This is 9.1% below the 7 Years Government Program target by 2017 (80%) and 3.9% above the level of satisfaction found by the previous survey of 2013 (67%). The current level of satisfaction is however well below the citizens’ expectations of quality service which is 94.3%.

From the findings so far highlighted: Shortlisting, Interview and Appointment are stages whereby our respondents are more concerned and worry the most.

The Government of Rwanda introduced the Video recording system in Interview whereby appeals can be traced and revision to appeal find facts to an objective decision. The Amendment of the Presidential order on recruitment introduces a Selection Committee in order to reinforce fairness and transparency.

The E- recruitment comes at the right time as one of the tools to help and strengthen equity in the recruitment process. This will impact positively to the journey of ensuring fairness, equity and transparency in the recruitment process.

PSC recommends the Government of Rwanda and Public Institutions to continue reinforcing the respect of laws in place.

Communication regarding all steps of the recruitment is important during staff recruitment.

Viviane GAKIRE KABEHO

Advisor to the ES