Reframing Service Delivery through People Centred Governance

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