Upholding service excellence through accountability and communication

This weekend, we witnessed a striking and admirable example of servant leadership; both from the perspective of governance and from a citizen who expects better from a government institution. A Rwandan, frustrated by delays in mortgage registration at the Rwanda Development Board (RDB), chose to voice his concern publicly yet respectfully. In turn, RDB responded promptly and candidly, acknowledging the challenge and outlining steps to address the surge in demand that had overwhelmed the system. This interaction that happened on microblogging site X (formerly Twitter) deserves to be commended. The citizen exercised their right to demand better public service, not with hostility or entitlement, but with clarity and respect. On the other hand, RDB's CEO responded not with defensiveness, but with transparency and empathy, acknowledging the issue and committing to a timely resolution. This is servant leadership in its truest form; a leadership that listens, learns, and acts. Yet beyond praise lies a call to action. Rwandans must learn from this and embrace the power of their voice. Too often, silence allows inefficiency to fester. While dignity and decorum must always guide how we raise our concerns, no one should hesitate to speak out when public service falls short of expectations. Complaints, when made constructively, are not acts of rebellion — they are essential tools for national progress. At the same time, institutions like RDB must uphold their side of the social contract. It is not enough to react after a public outcry; foresight and communication are key to trust. RDB has long built a reputation for professionalism, speed, and innovation. It is that very excellence that makes the current delays all the more disappointing. And this does not stop at RDB but all public institutions. We urge RDB to swiftly honor its commitment to resolve these bottlenecks so that its clients and the nation at large continue to benefit from the efficiency that once made the institution a global model. More importantly, RDB and other public institutions must make proactive communication a cornerstone of their operations. It would have served the public far better had the challenges been acknowledged and explained before a complaint had to be made. Transparency fosters confidence; silence breeds suspicion. The episode may have started with a complaint, but it ended with a powerful affirmation of what effective public service should look like: accountable leadership, engaged citizens, and mutual respect. Rwanda is well on its path toward excellence. Let every voice raised in dignity, and every ear that listens in humility, carry us further still.

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Upholding service excellence through accountability and communication