Customer satisfaction Survey results
REPUBLIC OF RWANDA
DIRECTORATE GENERAL OF
IMMIGRATION AND EMIGRATION
P.O Box 6229 Kigali
REPORT OF THE CUSTOMER SATISFACTION SURVEY CONDUCTED
BETWEEN 20th NOVEMBER TO 16th DECEMBER 2014.
January, 20th 2015
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Customer satisfaction Survey results
1. INTRODUCTION
The Rwandan Directorate General of Immigration and Emigration (DGIE) is a
customer focused service delivery agency which delivers services in accord with its
core values and standards as set out in its Client Service Charter.
DGIE’s mission is to create a secure enabling environment for increased trade,
investment, tourism, and skills development through professional conduct and
offering high quality service.
It has a program to regularly evaluate the effectiveness and efficiency of its
services with the goal of improving service delivery. An important element of its
evaluation strategy is to better understand the degree of satisfaction customers
have with DGIE’s service delivery.
On this occasion, DGIE conducted online customer satisfaction survey to evaluate
the efficiency and effectiveness of its services and to proposals from customers in
order to improve our services. The survey was conducted between 20th November
and 16th December 2014.
Initially, we had planned to conduct the survey online, but in order to get a good
sample; we also distributed forms at the front desks. The questionnaire was set in
three languages (English, Kinyarwanda and French).
2. POPULATION SAMPLE
526 customers responded to the survey.
Distribution of the respondents
Language
English
Number of respondents
279
Kinyarwanda
French
Total
210
37
526
Chart: Distribution of the respondents
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Customer satisfaction Survey results
3. FINDINGS
The survey aimed at understanding the level of satisfaction of our customers
towards DGIE services and obtain their proposals they consider should be made to
improve our services.
The customer satisfaction survey assessed the followings: how do they know the
requirements; effectiveness of the website; how timely do we respond to their
queries; Assessment of e-services; Performance of our staff in terms of courtesy,
professionalism and efficiency; and finally what do they most appreciate or dislike
on DGIE services.
3.1. HOW DO CUSTOMERS KNOW THE REQUIREMENTS FOR THE SERVICE NEEDED
Immigration website or
its links
15%
7%
46.50%
Visiting or contacting
Immigration
offices,Rwanda missions
Facebook or Twitter
30%
Through friends and
Travellers
The results shows that a large number of customers which represents 46.5% know
the requirements through the Immigration website or its links, 30% get the
information when visiting or contacting immigration offices, 15% are informed by
friends and travellers while 7% get the information via Facebook or twitter.
Though the majority indicated that they get information through the website,
there is still a need to increase outreach campaigns on DGIE services through
different channels to raise awareness.
3.2 EFFECTIVENESS OF THE WEBSITE
The website helps to disseminate the information to many customers in order to
serve them better. It is a key component in service delivery because the
information is clear and comprehensive to the public. The result shows that a
majority of respondents ranked that the Immigration website is very useful to
them.
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Customer satisfaction Survey results
4%
5%
Very effective
Effective
35%
51.50%
Not effective
Not aware
3.3 HOW FAST AND TIMELY DO WE RESPOND TO CUSTOMERS QUERIES
The majority of respondents which represents 56% indicate that they are satisfied
at Excellency on how fast and timely we respond to their queries; 32% found
practically good while 7% seen it fair. A small number of 3 % is not satisfied on how
fast and timely we respond to their queries.
3.4 ASSESSEMENT OF e-SERVICES AT IMMIGRATION OFFICES
The majority of respondents find the e-services at Immigration offices very
important. The results show that 47% find that the use of ICT at Immigration
offices is excellent.
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Customer satisfaction Survey results
3.5 AGE GROUP
A large number of respondents had age between 26-35 years which represents 41%
of the total repondents, followed by 23.5% of the age between 36-45 years, 14% of
the age between 16-25 , 12% of the age between 46-55 years, 5.5% of the age
between 56-65, 1.5% of the age above 65, and 2% wich did not indicate their age
group.
3.6 COURTESY , PROFESSIONALISM AND EFFICIENCY
The survey also was intended also to know how staff working at our front desk are
parceived by our customers in terms of their behaviors or the way they deliver
services. Customers were asked to rank the perfomance of our staff working at the
front desk in terms of their courtesy, professionalism and efficiency.
3.6.1 COURTESY
The majority of respondents which represents 53% indicated that our staffs are
excellent in the way they treat them with respect and politeness.
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Customer satisfaction Survey results
3.6.2 PROFESSIONALISM
The majority of respondents (51%) that our staffs demonstrate a high degree of
knowledge and skills while performing our duties.
3.6.3 EFFICIENCY
The majority of respondents (48%) that there is effeciency in service delivery at
DGIE front desks. A small number of 3 % indicated that there is inefficiency
obsevered in service delivery at front desks.Some of the problem highlighted in
this survey includes: long waiting time and lack of proper oreintation.
3.7 WHAT DO CUSTOMERS APPRECIATE MOST ON IMMIGRATION SERVICES
The results shows that majority of respondents which represents 30% most
appreciate the customer spirit shown by our staffs while receiving them; 29 %
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Customer satisfaction Survey results
appreciate the use of ICT in service delivery, 18% appreciate with the
availability of information, 17% are impressed with staff professionalism. 6% of
the total repondents did not respond to this question.
3.8 WHAT
DO
CUSTOMERS
DISLIKE
MOST
ON
IMMIGRATION
SERVICES
Delay to get a service
9%
Contradicting information
29%
18%
Not picking phone calls or
replying emails
Staff are not helpful
8%
Waiting time
3%
The majority of respondents which represents 29% indicated that what is most
disliked on Immigration services is the long waiting time, 18% are given
contradicting information; 9 % delay to get the service, 8% are not
replied/responded when calling; 3% find that our staff are not helfull. A large
number which represents 33% did not respond to this questions, indicating that
they are statistified with DGIE services.
3.9 CUSTOMERS PROPOSALS TO IMPROVE OUR SERVICES
The survey has raised a number of complaints, compliments and proposals to be
considered in order to improve our services.
3.9.1 COMPLAINTS
1. Sometimes the information from your e-system is not updated. There should
be a concrete update every time the client logs in. But U're doing a good
job, continue that way and the sky is the limit.
2. Ubahagarariye mu karere ka nyamasheke atanga service nabi sinzi niba hose
ari uko!
3. Ndanenga Ikintu kimwe, Kimaze kuba ku bantu benshi cyane.Ikibazo
cy'abantu bafite amazina atari amanyarwanda. Mwese muzi neza ko abantu
benshi bahuye n'ingaruka z'amateka y'iki gihugu bamwe bajya mu mahanga
(abandi bavukirayo) bitwa amazina y'amanyamahanga ariko k'umutima bazi
neza ko ari abanyarwanda, ariko birababaje kubona Umuntu ashobora
kugera kuri service za Immigration bakamurushya mbere y'uko abona
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Customer satisfaction Survey results
ibyangombwa. Ubu ho biranakomeye cyane k'uburyo hari n'abamwe bari
guhamagarwa ngo basobanure iby'ubunyarwanda bwabo nyamara barahawe
ibyangombwa n'iyo service kandi n'ababitanze ni bamwe baracyakora muri
izo service. Ikindi n'uburyo muba mwifuza ibisobanuro k'ubunyarwanda,
har'igihe biba bigoranye nko ku bantu bapfishije ababyeyi mbere yo gutaha
mu Rwanda, nzi neza ko uko muba mwifuza cg musaba amakuru mufashe na
bamwe mu bakozi banyu cyangwa abandi banyarwanda bavuye hanze
mukababwira basobanure ubunyarwanda bwabo bashingiye kubyangomba
atari ukuvuga gusa mwasanga benshi atari abanyarwanda kandi nyamara ari
abanyarwanda. Aho twakifuza ko Mwagerageza mukabyoroshya nk'uko
mujya mworohereza abavuye muri Diaspora za Kure, kuko twese tuba
twifuza kuba murwatubyaye ntawuhejwe. Mugire Amahoro Imana no kwita
m'ugutanga Service.
4. Line Ministries for International NGOs are not helpful as the Immigration
office. We suggest that Working permit be provided based on the Approval
of the district level where the Immigration officer approves INGO work plans
and Reports. Waiting time to get responses from Ministries is a just not a
way we want our Country to operate (Not efficient at all). Immigration is my
STAR in Government structures! Didier Kamali - FHI 360/Rwanda
5. Kwita ku madosiye: bivugango kuyabika neza ku buryo uyishatse ahita
ayibona. Urugero nkubu Passport yanye ndayibuze bibaye ngombwa ko
bankorera indi.
6. The website has a box where you enter a code to submit a question but the
code is illegible so no submission can be made - Late fees for applying
should be more prominent on the website - It shouldn't take too longer than
1 month to get visa.
7. My wife and I intended on travelling to Rwanda in October 2014. In
September 2014, we applied for the visa confirmation letter online. We
never received a response to our applications, notwithstanding the fact that
we sent a reminder via Facebook. We were able to obtain a East African
tourism visa at the Ugandan border and thus were still able to visit your
beautiful country. If that possibility had not existed, we would not have
travelled to Rwanda. My suggestion would be not to require online visa
applications from travellers if you cannot guarantee a swift processing of
those applications. Kind regards, Michiel van den Brink.
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Customer satisfaction Survey results
8. Stop treating people like enemies. Those who work here from outside does
not need to be met with aggression. They need to know how to get a visa,
and those procedures are constantly changing, so be helpful not hateful.
9. The waiting time I am talking about in question No. 8 has to do with District
Immigration officers who take long to evaluate our activities, hence
delaying to approve our Action plans. This has hindered us from submitting
our reports on time. I would suggest that you help us follow up on some of
these District officers.
10. Gusaba lettre d'invitation/prise en charge na copy y'icyangombwa cy'umuntu
usaba passport agiye gusura bitagombye gusabwa kuri etape yo gusaba
passport kuko umuntu yaka passport mbere yuko abone prise en charge.
Niba ibi byo gutanga letter d'invitation/prise en charge ari condition ko
umuntu usaba passport muzabyongere mu byangombwa bisabwa kugirango
umuntu atange dosiye isaba.
11. Iyo umuntu abandikiye e-mail then ukabona igisubizo cyanyu kikubaza na
none ngo 'mwifuza ko tubamarira iki' rimwe na rimwe biba bivuze ko
mutasomye ibyanditswe mbere cyangwa se mutabiboneye umwanya even
musubiza vuba. (Happened to me 2 times). Naho ubundi ibindi byose ni
SAWA. Website ikeneye relook iri responsive. Za tablets, ipad zabaye
nyinshi kandi irarandaga cyane. By'umwihariko mbashimire ku gitekerezo
cya https certification (Digicert Inc) byanyongereye ikizere muri
professionalism yanyu no ku mutekano wa data twohereza through your eservices.
12. I think the system with the online demand works quite OK: for Belgians
though asking 21 days in advance is a lot. I would like to express a complaint
to the migration services in the airport in Kigali: some migration officers
were friendly, understanding and cooperative. Others and especially the
migration officer in charge on Tuesday the 25-11-2014 in the airport in Kigali
was arrogant, zero-cooperative and lying. I arrived in the airport when I had
no response yet on my visa request, after that I had already received 3 valid
visa requests in the past. I showed the visa with which I entered 10 days
before (which I immediately explained as such and explaining I was waiting
a response for a second transit visa) and was accused of lying and trying to
get in with a wrong document, which was never my intention. I was kept in
transition for 20 hours (starting on 24-11 at 23hours). At 14h00 on 25-11, I
received the news that the migration officers in the airport had contacted
the migration services who give visas and that there was a clear response
that day the visa would not be delivered. I was told that I had to buy a
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Customer satisfaction Survey results
return ticket to Nairobi where I came from to leave Rwanda again. 5 min
before boarding the plane, I checked my e-mail and saw that 30 min after
'the contact' with your services by the migration officers in the airport, I was
send an electronic visa, by your services. I see this lie as a clear
unwillingness to help and serve people and as a sign of arrogant abuse of
power over people. I would be grateful if the officer in charge in the Kigali
airport on 25-11-2014 is reminded that his task is to assist and help people
instead of lying to them and treating them as criminals. I see this
questionnaire as a sign of 'willing to make services better' and hope that this
dilutes to all of your employees, Kind regards, Steven Van Den Broucke
Passport n°: EJ318815 E-mail: [email protected]
13. I have had the experience of talking to an immigration who is busy on their
phone! I feel that is so unprofessional. I think if a client is addressing their
issue to the officer it’s important for the person to give full attention then
they can go back to other personal things.
14. Staff are not helpful at border post. Improve customer care at the border
also specially at Rubavu.
15. Hello Friends, Warm greetings from Asia I would like to thank you all as staff
of Rwanda Immigration, you deserve our award of Customer care and
professionalism, at head quarter and borders offices, either land-borders or
at airport! It is better if you share with your experience with District
representatives, for instance everyone who need Passport prefers to come
at Headquarter rather than at your district representatives. You can check
by number of inquiries that you receive at headquarter. Thank you for your
survey.
3.9.2 COMPLIMENTS
1. Ndabashima cyane, muri aba mbere mu gihugu cyacu mukorana ubu
nyamwuga, abantu babagana barabashima cyane. Nta nama nabagira muri
aba mbere.
2. Akazi mukora karashimishije. Gusa nigeze neza gusaba ibyangombwa
by'abana Bose barabihabwa uretse umwana umwe muto nta n'iyindi mpamvu
batanze, nyuma ndakurikirana nk'ibyumweru bibiri barabimpa. Byatumye
nibaza igishingirwaho kugirango umuntu ahabwe ibyangombwa Kind kitari
impapuro yasabwe kandi zuzuye neza! Ndabashimiye
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Customer satisfaction Survey results
3. Mukomereze aho muri muba mbere mukora neza NB: Mu gihe umuntu agize
ikibazo
apfushije
mujye
mumufasha
byihutirwa
kuko
urupfu
ntiruteguza.Murakoze, Imana ibarinde
4. Ndi umudiaspora nishimiye cyane, services nahawe akazi keza muri rusange.
5. In my case all is good and all the times. I have been here i have gotten all
that i need and very good customer care from the front desk. Overall the
system beats all. Thank you for the excellent service any help.
6. Keep it up, I wish others should come and learn from you
7. Great job, keep it up - Excellent service, very pleased
8. You are just too good but the problem is that sometime i don't get the
message you send properly
9. My proposal is to make much effort in order to succeed, to reach the step on
which you are now. Because as customers, we need perfection and get
served as we wanted. But it is a hard work because customers are different.
I can say that the Immigration service of Rwanda have reached a significant
place. Keep going ahead.
10. Everything is excellent and world class! (I really mean this) keep it up!
Clarence Fernandes HP : + 91 98215 41212
11. We are so appreciative towards the satisfaction survey and migration
initiatives to improve service delivery via website, internet and online
services. We hope that service delivery and quality of work will be at high
standards in the New Year 2015.
12. You are the best. You made us All Rwandans proud in the international
scene. Keep improving because there is always a room.
13. I believe i do not have any since i have experienced better services and
professionalism from the Migration for Rwanda as one of the most organized
offices i have ever seen.
14. I found the assistance offered via the facebook page to be excellent. It was
friendly, polite and very fast.
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Customer satisfaction Survey results
15. I am doing business in Kigali. People of Rwanda are very cooperative and
helpful. Immigration service is excellent.
16. Dispensation of services is just excellent. All you need to is entrenching
further that culture.
17. The Kigali office is really performing, congs for this but you should as well
upgrade the service at district level. Thanks
18. The service is really good. The way you use IT is applicable. Just keep it up
3.9.3 PROPOSALS
1. Nimuce bariya ba commissionaires baca amafaranga ngo barakorera aba
clients’ udu coupons twa RRA.
2. Kwakira ababagana mutarebeye ku marangamutima kandi vuba bigomba
kuba intego.
3. Mujye mutanga information zikenewe zifasha abantu kubona ibyo bashaka
vuba.
4. Guha agaciro kurushaho e-services zanyu, nubwo urugero mugeze ho
rushimishije cyane. Kumva abantu baba babura ibyangombwa bimwe na
bimwe byasabwe kandi bitari biri muri list yibyasabwe. Cyane cyane
ingendo zihenze ugereranyishe n’ubushobizi bwabanyarwanda.
5. Inama nabagira nuko nimba bushoboka mwakongera abakozi bakira
ababagana kugura ngo service zibashe kugenda neza.
6. Byaba byiza mugiye musoma dossier y'abasaba serivise zanyu neza, bitewe
n'ibisabwa.
7. Inama nabagira:
i)
Kuri Service z'ikoranabuhanga: Tracking system yanyu kuri web
ntikora neza, byaba byiza mugerageje uburyo bworoheje bwafasha
na wa muturage wo hasi udashobora kubona internet mu buryo
bworoheje. Mwakoreha System ya USSD k'uburyo Umuntu yazajya
akanda nka *239# ikahita imubaza tracking number yayishiramo
ikamwereka ibyo yifuza byose ku byerekeye dossier ye.
ii)
Mu mitangire ya service Ibyinshi ukurikije umuvuduko wa technologie
uri hanze aha n'uburyo abakozi bakira abantu, service ntitangwa
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Customer satisfaction Survey results
m'uburyo bwihuse, Igitekerezo cyanjye n'uko form abantu ba
printinga bakuzuza mubashije kuyishira online k'uburyo ukeneye
service wese ashobora kuyuzuza agashiraho na photo uko muyifuza
na supporting documents ntiyirirwe agera hariya, akaza aje gufata
ibyangombwa cyangwa aje gutanga ibisobanuro muba mwifuza gusa,
byaba byiza kurushaho.
8. J'aimerai un logo des services d'Immigration sur twitter, facebook...pas une
photo de l'immeuble.
9. Make your website a one stop center and endeavor to use layman language
for us all to understand.
10. Aggrandir votre bureau de Kacyiru. C'est votre QG et c'est trop petit, du
coup quand il y a beaucoup de monde ça devient presque impossible de
pouvoir avoir le service que l'on souhaite avoir.
11. Twagirango murebe ukuntu umuntu atategereza cyane mu
bataramufasha kandi ibindi mukomereze aho mutanga serivisi nziza.
gihe
12. Have a bigger parking lot
13. Please try to open more offices (Embassies or consulates) especially in West
Africa.
14. I would suggest to improve communication to customers especially on issues
to be clarified for customers with pending issues.
15. Global reviews not stay with past good reputation. Reputation is a
permanent fight.
16. Increase the number of letter and provide better space to accommodate a
big number of people that need your services - Provide a specific letter and
space for the pregnant and mothers with young children/Kids - Provide
handouts and forms written in different languages mostly those used in the
country in an official basis.
17. Mugabanye gutumagiza abantu cyane. Mubatume ibyo mushaka icyarimwe
apana cyimwe uyu munsi ikindi ejo
18. I would appreciate if Immigration services hired a 24 hour call unit to
respond to queries especially if the line is Toll Free (and ensure the agents
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Customer satisfaction Survey results
speak English, French and Kinyarwanda). Would simplify service provision
even better.
19. The response option for this survey is very restrictive. The Rwanda Embassy
websites are not suggested as response option whereas they are tremendous
sources of information. The reply to costumer online would can from junior
staff who deals with the file without waiting the senior managers to
decrease delay.
20. Ndashima serivisi mutanga yenda mwajya mutanga igihe gito mugihe
tumara dutegereje passport
21. Decrease the time taken to secure the service; ii) Extend the expiration
period of the passport; iii) Merge documents in one as in National ID Agency
22. I am proposing that you allow people to submit documents electronically
instead of always coming at your offices. This can be done provided that
every document (for instance, RRA receipt) has an identification number.
23. I would like you to make sure if someone has to wait 3 days working it
should be not more than 2 weeks and the messages sometimes they don't
work. You just come get your passport without receiving the message.
24. The selection of the entry point does not always work, if you could improve
the website on that point, it would be very helpful. Furthermore the two
lines at the border (Ruzizi), one for your passport and one for paying should
be integrated.
25. Increase staff at front desk
26. Mwakongera imbaraga mukumenyekanisha serivisi zanyu ziri kuri interineti
mubinyujije ku maradiyo atandukanye n'imbuga nkoranyambuga mutibagiwe
Whatsapp.
27. Improve the professionalism On Payment Side
28. Explain to the airport personnel that everyone that lives in a foreign country
is not a refuge.
29. To make the E-service available for all types of visa
30. Inform visitors who visit Rwanda immediately as they enter
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Customer satisfaction Survey results
31. Please provide long term visas to investors (T10 category) and directors (H
category) of the companies established in Rwanda.
32. Twabasaba kujya muduha amakuru kubijyanye n'ibyangombwa dusaba
kumirongo yose ya telephone umukiriya aba yatanze
33. There should be a staff present or called upon respond to people’s problems
and advise the, accordingly because the two staffs are mostly busy receiving
/ issuing visas and they have no time for questions and queuing waiting for a
question wastes time
34. In general the service is impressive, the only wish is for diaspora's passport
and other documents that has to go through the ministry of foreign affairs of
which might get delay or even get lost and then create a bad
image/impression, so my wish is for Immigration to deal or handle diaspora's
passport/document from immigration directly without having to go through
the ministry.
35. In the online form for visa an invitation letter is requested. Often your
immigration desk is requesting for a registration certificate of the hosting
organization. My suggestion would be to adjust the application form and
directly request certificate of registration. This saves time.
36. Kujya mubwira hakiri kare ibyo umuntu atujuje mutarindiriye umunsi wo
gufatiraho ibyangombwa
37. What you need to do is to continually seek improvement and avoid
complacency. Please the Akanyaru border post needs to be redesigned to
offer shelter to travellers from the elements.
38. Courteously and modesty would much appreciated from staff. Efficiency and
timely response would be an asset Staff needs to be trained on some
sensitive questions they ask.
39. Establish other measures of ascertaining that an applicant for renewal of
passport in diaspora really possesses the first one. It’s very difficult for
some of us to send our passports and stay in these foreign countries without
our passports for a long time. It’s most felt in countries where Rwanda has
no Diplomatic missions or where they are but with a very huge area of
coverage. I thank you for updating the website with new requirements
though it sometimes takes long. The questionnaire should allow the person
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Customer satisfaction Survey results
filling it to choose or tick more than one response because there are
questions which I really have more than one response. Thank you for the
survey
40. Make an easy most of quicker accessible website. It takes long to download
information. Reduce the content size or pages within forms. Hire the staffs
to following up pending calls and assist line on the board also.
41. I would propose to pick phone during the week ends and emphasizing on
replying emails quickly.
42. No clear information regarding e-service since i use eye contact. Keep doing
well in terms of collaboration with partners i.e. let them learn from you the
professional way of doing things and you as well learn from them.
43. Ibyiza nuko mwashyiraho umuntu ufasha ababagana kwuzuza ibisabwa kuko
hari ababa batazi no kwandika.
44. e-Payment interface on the website
45. Kubwanjye numva mwashyira umuntu ku muryango akajya asobanurira buri
wese uje kwaka service mbere yuko yinjira mu nzu, akageramo asobanukiwe
neza nicyo akora agezemo kuko usanga uwo akenera kubaza igihe ageze mu
nzu aba afite abandi bantu arimo kwakira
46. Mukemure ikibazo cy'abadufotora hano kuko ibiciro babikuba kabiri
(2,000Frw) bitwaje ngo amafoto tuzana ntiyemerwa bafute isoko birinde
guhenda rubanda.
47. Imikorere yanyu ni myiza ariko kuba RRA itagikorera hafi y'ibiro
bitinza abasaba service.Byaba byiza hari bank izanye branch ku biro
ndetse n'abatanga udupapuro twa RRA twishyuriraho kandi
amafaranga make. Gukoresha photocopy kuri machine hafi y'ibiro
birahenda cyane
byanyu
byanyu
bagaca
byanyu
48. Bishoboka habaho gutanga Passport mu gihe gito gishoboka e.g 1-2hrs
bikitwa express nubwo uyifuza yakwishyura wenda arenzeho kuyateganijwe.
49. It would be better if Rwandan embassies improve the custom care towards
Rwandans who join them abroad example of embassy of Rwanda in Uganda.
50. Make sure staff is more knowledgeable of visa requirements
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Customer satisfaction Survey results
51. I think that start date for tourist/visitor visa should of been advertised at
least three months prior to its start. I bought my ticket in September for
November departure staying for 45 days, and was not aware of new
regulations. I feel that folks who had no warming of change and can prove
the day of purchasing ticket should be waived the fee. That would have
been fair. As months go by people will become aware but for us who
purchased before change made and short notice this was not good.
52. Courtesy (customer care) from some of your staff working at district level is
not so helpful
53. Je propose que l'on puisse penser à donner des visas à entrée Multiples pour
les personnes établis dans de pays Frontalier du Rwanda.
54. To avoid waiting a long time, you can set up an appointment system Harmonize communication between Immigration head office and
Immigration officers at District level especially for INGOs.
55. My difficult today was that the website information contradicted its self.
The requirements for visa renewal state "Green card" but this new changed
to electronic ID, and one cannot access this without 6 months validity on
visa. So website info is not clear
56. Gutanga Passport imara imyaka myinshi urugero imyaka icumi niyo umuntu
yajya ariha 100,000 ubishaka agahitamo hagati y'imyaka 5 n'icumi.
57. Rwanda Immigration HQ, offer translations of notices on walls in languages
other than Kinyarwanda.
58. Rewrite information on Rwanda Immigration website to remove out-of-date
information and make sure to de-index those pages/that information from
search engines like Google to make sure that people can find the up-to-date
information
59. Near the doors in Rwanda Immigration HQ, place a stack of forms on the
wall with labeling of which form is which so that everyone doesn't have to
bother the busy staff members just to get a form to fill out.
60. Work on the SEO for your website so that text is used rather than moving
images. This will help more people to find the right information via Google.
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Customer satisfaction Survey results
61. Remove some of the Flash graphics from your website front page and
replace with text-based links which will work on mobile (and be more
search-friendly). There are so many moving elements on the front page that
it is very distracting to new users.
4. CONCLUSION
In general, the survey results will allow DGIE to target specific gaps in service
delivery as identified in order to improve its services. The survey results support
the continued efforts and existing mechanism already put in place in offering
excellent services.
The Directorate General of Immigration and Emigration will take into consideration
all complaints to improve our services and is encouraged to perform better by the
compliments. We also take the opportunity to thank everyone who contributed to
this survey.
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