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Na Byukusenge Annonciata
Abashinzwe kwakira abagana inzego z’ibanze (Customer care) bo mu karere ka huye bavuga ko impamvu bafite ibipimo byo hejuru mu gutanga serivisi mbi ari uko serivisi nyinshi zisigaye zitangwa hifashishijwe ikoranabuhanga kandi murandasi bakoresha ikaba idakora neza ahenshi basa n’aho batanayibara.
Ibi babigarutseho nyuma y’ubushakashatsi bwamuritswe n’umuryango utari uwa leta ushinzwe kurwanya ruswa n’akarengane ishami ry’ u Rwanda (Transparency International Rwanda), ibyavuyemo bikaba bigaragaza ko mu karere ka huye mu mirenge itandatu bwakorewemo igipimo cyo gutanga serivisi kiri hasi.
Ubu bushakashatsi bwakorewe mu mirenge 59 yo mu turere 11 aritwo Gicumbi, Kayonza, Musanze, Burera, Nyabihu, Rubavu, Kamonyi, Huye, Nyamagabe, Nyaruguru, and Nyamasheke.
Abaturage bose babajijwe muri ubu bushakashatsi ni ibihumbi 5779, naho mu karere ka Huye hakaba harabajijwe abangana n’10.92%. abaturage babajijwe ni abo mu mirenge itandatu ariyo Gishamvu, Mukura, Rusatira, Kigoma, Simbi na Maraba. Huye: Abasaga 36% ntibatanga amakuru kuri ruswa kubera ubwoba bw’umutekano wabo
Muri serivisi abaturage bakunze gusaba mu nzego z’ibanze ku isonga ni izijyanye n’irangamimerere, ubutaka, imyubakire, ibyangombwa byo gushyiriranwa n’ibindi.
Ushinzwe kwakira abagana Umurenge wa Simbi avuga ko abakora ubushakashatsi birengagiza ikibazo cy’ikoranabuhanga ritaragera hose n’aho riri rikaba rikora nabi.
Ati: “Ni ngombwa ko dutanga serivisi Nziza kuko umuturage agomba kuba ku isonga. Ariko mu bushakashatsi ntaho mwagaragaje ko abatarahawe serivisi Nziza byatewe n’ikoranabuhanga ryadutengushye. Ubusanzwe umuturage agomba guhabwa serivisi ku munsi yayisabiyeho bitewe n’icyo akeneye, ariko murandasi niyo mbogamizi dufite kuko ushobora kumusabira icyangombwa sisiteme ikazakiguha nyuma y’iminsi itatu kandi ubusanzwe kigomba gusohoka mu minota icumi bibaye ari ibitinze.”
Akomeza avuga ko nabyo bigomba kujya birebwaho hakamenyekana icyatumye umuturage ahabwa serivisi mbi.
Ushinzwe kwakira abagana Umurenge wa Ngoma we avuga ko abenshi mu bakora aka kazi usanga badafite ubumenyi ku bijyanye no kwakira ababagana.
Ati: “Birashoboka ko umuturage yahabwa serivisi mbi, ariko bitewe nuko uwamwakiriye adafite ubumenyi buhagijwe bw’uko agomba kwakira abamugana. Nifuzaga ko mwazadutegurira amahugurwa kugirango n’umuturage wakurusha uburakari umenye uko wamufasha akagenda anyuzwe. Ikindi ni uko abantu badahabwa serivisi barimo abafite ubumuga bwo kutumva no kutavuga, bitewe nuko kubasobanurira bisaba kuba uzi ururimi rw’amarenga kandi ntabwo turuzi. Mudufashije twazabona uburyo bwo kurwiga nabo tukajya tubafasha.”
Uretse ubumenyi budahagije ku kwakira ababagana na murandasi idakora neza, hari n’abagaragaje ko hari aho badahabwa serivisi kubera ko abashinzwe kuzitanga badahari kuko hari imirenge usanga ifite abakozi bacye.
Umukozi muri Transparency Sano Alain, yavuze ko bagomba kujya basobanurira abaturage kugirango be kumara umunsi wose ku biro by’ubuyobozi bategereje guhabwa serivisi kandi bataribuyibone bitewe n’impamvu zitandukanye.
Ati: ‘Mbere yo gutangira kwakira ababagana, mukwiriye kubanza kubaza buri umwe serivisi aje gusaba niba afite n’ibyangombwa byose bisabwa ngo ayihabwe. Niba ageze ku biro saa moya za mugitondo akajya ku murongo ngo aze kwakirwa kandi uribumuhe serivisi adahari uwo munsi cyangwa hari icyangombwa gisabwa adafite, bikamusaba gutegereza kugera saa munani z’amanywa, ibi bizaba ari ukumuha serivisi mbi kuko mu mbogamizi mwavuze izi ntizirimo. Ibyiza ni ukubabaza mbere mukanabasobanurira kugirango bamenye ibikenewe byose mbere y’uko mutangira kubakira.”
Ikindi abakira abagana inzego z’ibanze bagaragaje ni uko batizeye neza abatanga amakuru n’abakorerabushake bifashishwa na Transaprency mu bushakashatsi, kubera ko abo babaza usanga bashobora kuba babajijwe ku munsi murandasi itakoze neza kandi ubusanzwe batanga serivisi nziza.
Mu kubamara impungenge, Sano Alain, umukozi muri Transparency yababwiye ko bikorwa mu mucyo.
Ati: Mu gukora ubushakashatsi ku mitangire ya serivisi twifashisha udusanduku tw’ibitekerezo tuba ku mirenge. Dufite abakorerabushake baba bambaye umwambaro uriho ibirango bya Transparency kandi mbere yo kubwira abaturage ikibagenza ku biro by’umurenge babanza kuvugana n’ubuyobozi bakabumenyesha icyo bagiye gukora.”
Akomeza avuga ko aba bakorera bushake batavugana n’abaturage, ahubwo basubiza ibibazo byabajijwe ku mitangire ya serivisi hifashishijwe impapuro (Questionnaires).
Ati: “Iyo umukorerabushake wa Transparency amaze gusobanurira abaturage, ababishaka abahereza urupapuro bagasubiza barangiza bakazishyira mu gasanduku k’ibitekerezo. Kubera ko bikorwa ku bushake, utabishaka urwo rupapuro ntarufata. Ndumva nta mpungenge zihari kuko ntawe uvugana n’umuturage ngo abe yamubwira ibyo asubiza, ahubwo asubiza ibyanditse yasomye.”
Uko ibipimo by’imitangire ya serivisi bihagaze
