Wiceceka nibaguha service mbi – Mpyisi

• Mu nzego za leta hakwiye kujyayo akanyafu kareba utabikora neza
• Hagamijwe gutuma uwaje akugana ataha yishimye niyo yaba atabonye icyo yashakaga
• Abatanga serivise nibikosore kuko ubu u Rwanda rufunguriye amarembo abayitanga neza
• Abanyarwanda ngo bifitemo kamere ituma batanga service mbi

Aho ibihe bigeze nta udakenera guhabwa serivisi mu bintu byinshi binyuranye, buri wese aba yifuza kuyihabwa neza kandi vuba. Byagarutsweho cyane na Perezida Kagame mu nama y’Umushyikirano ishize, impamvu ni uko hakiri icyuho mu gutanga serivisi ikwiye, abanyarwanda nabo ngo bagaceceka cyane imbere ya serivisi mbi bahawe.

Urwego rw’igihugu rw’imiyoborere ejo ruzatangiza ubukangurambaga bwise “Nk’uwikorera” bugamije kurushaho kwimakaza imitangire ya serivisi niza mu nzego zose, mu rwego rwo kugera ku ntego igihugu cyihaye mu cyerekezo 2020 na EDPRS II.

Umuseke waganiriye  n’inzobere mu bijyanye no gutanga serivise Gerald Mpyisi, uhugura abantu ibijyanye no gutanga serivise mu nzego zitandukanye ibintu amaze imyaka irenga umunani akora.

Gerald Mpyisi ubu ahagarariye ikigo kigisha ibijyanye no gutanga serivise nziza cyo muri Amerika cyitwa “Service Quality Institute”

Yaganiriye n’umunyakuru w’Umuseke Callixte NDUWAYO.

Iyo bavuze serivise nziza muri rusange , umuntu akwiye kumva iki? Ese ni uguhabwa icyo ukeneye gusa? Ese ni serivise y’akarusho?

Gerald Mpyisi (G.M):  Serivise burya hari uyitanga hakaba n’uyihabwa. Burya umuntu uhabwa serivise niwe uba uba uziko serivise ari mbi cyangwa ari nziza.

Icyo ni ikibazo dukunda kugira, ugasanga abantu batanga serivise bo baba baziko bariho batanga serivise nziza, ariko iyo umukiriya avuze ngo serivise ntabwo ari nziza iba atari nziza.

Serivise nziza rero hari ibintu byinshi umuntu aba areba. Icyambere ni uburyo uwo muntu yakiriwe akinjira aho hantu, uburyo avugishwa…

Icyakabiri, icyo ushaka kirahari? Niba gihari rero bakiguhaye bate akiguhaye akuvugisha ate?

Ariko rero niyo icyo waje gushaka cyaba  kidahari ntibivuze ko serivise ari imbi.

Mu magambo make igihe watanze serivise nziza ni uko utandukana n’umutu yishimye yaba yabonye icyo yaje gushaka cyangwa atakibonye.

Gutanga service nziza mu Rwanda bigeze ku kihe kigero? Mushyize nko kw’ijanisha?

G.M:   Tugeze kure,tumaze gutera imbere ugereranije naho twari turi mu myaka itanu, icumi ishize. Ariko ntabwo byihuta nkuko tubyifuza.

{Avuga ko ubushakashatsi buheruka gusohorwa bugashira u Rwanda ku mwanya ubanziriza uwa nyuma muri Africa y’Iburasirazuba aho rukurikirwa n’u Burundi gusa, ngo ababukoze bashobora kuba barashingiye ku nzego z’abikorera. Kuko ngo mu bikorera niho ibyo bihugu bindi byasize u Rwanda ariko ngo mu nzego za leta we nk’umuntu wabaye mu bihugu hafi ya byose byo mu karere ngo u Rwanda rurabirusha ariko mu bikorera ruri inyuma.}

Ati “urebye mu bigo bya leta serivise y’u Rwanda iri hejuru kurusha iy’ibyo bihugu bindi. Ariko Private sector ibyo bihugu ho birusha u Rwanda.

Abanyamahanga baza mu Rwanda abenshi bataha bavuga ko bakirwa neza. Ariko abanyarwanda b’imbere mu gihugu bakavuga ko hari ikibazo cya serivise mbi ahantu hanyuranye, ibi ni kuki?

G.M: Icyo ni ikintu cyiza, twebwe abanyarwanda niba atari twe tuvuze ko serivise itameze neza ntabwo izatera imbere. Ikindi bishobora kuba byerekana twebwe abanyarwanda aho tugeze,ni ukuvuga ko tugeze ahantu natwe tunenga serivise mbi. Ni ukuvuga ko imyumvire yacu itangiye kugera ahantu itemera serivise mbi.

Imyumvire y’abanyarwanda mw’isuku aho igeze niho no muri serivise ikwiye kugera.

Impamvu abanyamahaga bavuga ko abanyarwanda babakira neza ni uko iyo baje babona imyitwarire na kamere yabo abanyarwanda ari abantu bihangana  bikiyongeraho n’ikiri mu muco w’abanyarwanda cyo kwikira neza umushyitsi uje ukugana.

Ariko n’abanyarwanda niko duteye iyo tubonye abanyamahanga turabubaha cyane tugerageza kubakira neza kandi icyo ni ikintu cyiza. No kuba tugeze aho tugeze ni ukubera icyo.

Ntihaba hari ikibazo cyuko umunyamahanga yaba ahabwa serivise nziza ariko umunyarwanda we yajyayo agahabwa serivise mbi?

G.M:  Ibyo byo byaba bibaje.

Ibyo mu myaka 10 ishize byari biriho ariko byaje kwamaganwa na leta irabyamagana. Ubu ubanza byaravuyeho. Ariko kera nko mu myaka umunani ishize umucuruzi w’umunyarwanda wajyaga nko muri RDB  uko bamwakiraga siko banyakiraga ndi umunyarwanda. Umunyamahanga we kabisa bamwitagaho kurusha uko bita ku munyarwanda. Ariko ibyo twaje kubyamagana na leta irabyamagana ibona ko abanyarwanda aribo bateza igihugu imbere cyane. Ibyongibyo byavuyeho.”

{Gusa ngo ntihabura na gato nkuko muri kamere y’abanyarwanda umushyitsi ahabwa agaciro ariko ngo nta system ibiteganya.}

Ubundi ni iki gituma umuntu atanga serivise mbi? Ni ubumenyi bucye gusa?  

G.M: Byose birimo.   Ubumenyi bucye nibyo. Jyewe mbibamo nibyo nigisha kandi abantu nigisha ni abantu bo ku rwego rwo hejuru mu nzego zo hejuru mu bigo binini mu gihugu, ni abantu bajijutse. Ariko se niba nabo bagifite ibibazo by’ubumenyi mu gutanga serivise tekereza rero bamwe bari ku kagari,ku murenge, mu karere n’ahandi. Koko haracyari ikibazo gikomeye cyane.

Iyo ugiye mu nzego z’ibanze; mu mavuriro , mu bitaro ukabona ukuntu serivise itangwa ni akumiro ariko harimo ikibazo cy’ubumenyi nabo bakwiye kongererwa ubumenyi.

Icya kabiri, icyo nakwita imyifatire yacu (Attitude) nk’abanyarwanda hari ukuntu mbona ituma dutanga serivise mbi. Buriya abanyarwanda tugira kamere yo gusuzugura, aho uhura n’umutu ntunamuhe Mwaramutse kandi aje akugana. Haracyari ikibazo cy’imyumvire yacu.

Icyitwa “ Quality of Serivise” ese yo ntiyaba idatangwa neza bitewe nuko abantu bamwe batazi Quality y’icyo baba bacyeneye?

G.M: Nibyo rwose.

{Avuga ko abantu bamaze kugera ku rwego rwo kutemera serivise mbi ngo iyo agiye gushaka serivise iyo hashize umwanya atarayihabwa ajya kubaza impamvu, ariko ngo hari benshi birirwa bategereje umuntu umunsi ukarenga batanabajije impamvu.}

Ati “ njya mbibona umuturage aje gusanga umuyobozi agasanga arimo kuvugana n’umuntu iminota 30 igashira, isaha, abiri araza akareba aho abandi bicaye nawe akiyicarira na wawundi utanga serivise ntaze ngo abasobanurire.

Bakicara aho kugeza bwije bagataha batayibonye ariko bakabyemer kuko urwego bariho ari urwo. Ntaramenya uburenganzira bwe bwo guhabwa serivise.

Abantu bakwiye kumenya ko ari uburenganzira bwabo kwaka serivise, babona bitagenda neza ntibaceceke.

Umuco wo guceceka ntabwo ari umuco mwiza,  niba hari ikintu kitagenda neza tuba dukwiriye kukivuga. Abantu bakwiriye kuvuga ibitagenda kuko nibwo bibasha gukosoka.

Ejo  ku wa kane RGB izatangiza ubukangurambaga bwiswe “ Nk’uwikorera”. Hari ubundi bukangurambaga nk’ubu twagiye tubona mbere, mwe nk’inzobere mubona akamaro k’ubu bukangurambaga n’umusaruro bitanga bingana bite?

G.M: Ni ingenzi, kuko buriya gutanga serivise inoze ntabwo ari ibintu bihinduka mu munsi umwe,ni ibintu bitwara igihe kuko uba usaba abantu guhindura imiterere y’abantu, guhindura uko batekereza bitwara igihe. Niyo mpamvu bugomba guhoraho kugirango dukomeze gutera imbere. Kuko naho tugeze mu myaka 10 ishize nibwo twatangiye kuvuga serivise ariko hari aho tugeze ni ukubera ubwo bukangurambaga.

Ko tugifite ahari icyuho cy’ahatungwa agatoki ko hari serivise mbi cyane cyane nko mu nzego z’ibanze, mubona hari igihe umuntu yavuga ko bizaba byahindutse? Nko ku ngengabihe bizafata imyaka ingahe?

G.M:  Ubu wowe ufite imyaka ingahe?

Callixte NDUWAYO: 25

G.M: Ndumva uri muto, none se mu myaka 10 iri imbere ko ubu turiho kuganira kuri serivise mbi na serivise nziza, ushobora kuzihanganira ko umuntu aguha serivise mbi?

Twe twakihangana ariko urubyiruko ntabwo muzakomeza kwihangana.  Navuga ngo mu myaka 10 iri imbere u Rwanda tuzaba tumaze kugera ahantu tutagomba no kuvuga kuri serivise mbi.

Iyo ugiye gushyiramo essence mu modoka, bakayishyiramo ariko bakaza bakaguhanagurira n’ibirahure, ko serivise uba ushaka ko ari essence icyo kindi cyo cyitwa iki? Ni ruswa?

G.M: Iyo ni serivise nziza . Burya ikintu ukoze cyose kugirango abakiriya bakugannye bazajye bahora baza iwawe ni serivise nziza,  hari abakibona nka ruswa ariko sibyo. Iyo ubonye serivise nkiyo uhora uza urugero nko muri Kenya upfa guparika bakareba hose bakareba amazi,umwuka, bagahanagura ibirahure.  Ibyo ni  ibintu byiza cyane. Iyo bagukoreye ibyo urishima kandi nakubwiye ko serivise nziza ari ugutuma uwaje akugana ajyenda  yishimye.

Ese niba jyewe nje kwaka serivise kubiro byawe, mukayimpa neza nkishima. Ejo twahura mu kabari nkagusengerera ,iyo ni ruswa?

G.M: Uko ni ugushima umuntu gusa kuko yagushimishije nawe. Jye sinabyita ruswa, gushimira umuntu waguhaye serivise nziza ntabwo ari ruswa. Ikibazo ni uko washaka kumushimira ataraguha serivise iyo yaba ari ruswa.

Icyo wasaba abatanga serivise ni iki?

G.M: Icyo nasaba abatanga serivise, mu bihe tugezemo, ubu mu Rwanda sinzi ko hari serivise itangwa n’umuntu umwe. Niba udatanze serivise nziza abakiriya bazakuvaho bajye aho babaha serivise nziza. Ntabwo tuzakomeza kubinginga nibo ubwabo bagomba kurwana no gutanga serivise nziza kugira ngo abakiriya bakomeze babagumeho n’abandi baze.

Ikindi uguhangana kuri hose kandi turi mu miryango ya muzamahanga kandi politike yacu yemerera n’abanyamahanga kuza gukora, kandi abaza baturutse hanze baza bo bari hejuru niba nabo badukangutse ngo bigire kuri abo banyamahanga tuzabashiraho aba banyarwanda batangire guhomba. Kandi byaratangiye nko mu bigo by’ubwishingizi.

Natwe abaka serivise dukwiye gukanguka tukavuga aho twahawe serivise mbi tuyamagane kuko tudakangutse natwe bakomeza kuduha serivise mbi.

Ese mubona hadakwiye kujyaho uburyo utanga serivise mbi yajya abiryozwa? Nko mu nzego za Leta

G.M: Sha umbajije ikibazo kindi kumutima rwose.

Nagiye mbyandika ahantu hatandukanye kenshi no mu bitangazamakuru.  Ibyo nanditse rero ni uko hagomba kuba ikigo cya Leta gikurikirana uko serivise itangwa, ndetse n’umuturage yahabwa serivise mbi akaba afite ahantu ashobora guhamagara avuga ati murebe ibi nibyo biba aha naha  mu gutanga service.

Uwo muntu utanga serivise mbi akaba yakurikiranwa agahanwa, niba ari ikigo kigakurikiranwa kigahanwa niba ari amande kikayatanga.

Kuko buri kintu cyose hagomba kuba akanyafu kuko niba akanyafu kadahari tukavuga ngo tuzaba tubigeraho tuzaba tubigeraho bizatwara imyaka myinshi.

Ariko ako kanyafu gahari  ari iryo tegeko rihana abadatanze serivise nziza nibwo tuzatangira kubigeraho vuba.

Niko mbibona nanjye abadatanga serivise bakwiye kujya bahanwa kuko bibaho cyane mu nzego zibanze, mu mavuriro n’ahandi bagasiragiza abaturage batanabasobanuriye . ibyo ngibyo ntabwo byari bikwiriye muri uru Rwanda.

Murakoze cyane!

M.G: Ahhh! Urakoze nawe ukomereze aho rwose, nk’ibi uriho ukora mu myaka itanu ntabyakorwaga. Ibi ni ibigaragaza aho tumaze kugera.

Callixte NDUWAYO
UM– USEKE.RW