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SOUTH KIVU: RESULTS OF SURVEYS ON TIME TAKEN AND THE QUALITY OF SERVICES RENDERED TO CROSS BORDER TRADERS BY BORDER AGENCIES - Great Lakes Trade Facilitation Project
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SOUTH KIVU: RESULTS OF SURVEYS ON TIME TAKEN AND THE QUALITY OF SERVICES RENDERED TO CROSS BORDER TRADERS BY BORDER AGENCIES

HomeDRCSOUTH KIVU: RESULTS OF SURVEYS ON TIME TAKEN AND THE QUALITY OF SERVICES RENDERED TO CROSS BORDER TRADERS BY BORDER AGENCIES
10
Nov
SOUTH KIVU: RESULTS OF SURVEYS ON TIME TAKEN AND THE QUALITY OF SERVICES RENDERED TO CROSS BORDER TRADERS BY BORDER AGENCIES
  • Author
    Mary Amumpaire
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The quarterly “crossing time” survey and the six-monthly user perception survey were held from September 29 to October 2, 2019 at the border crossing in Ruzizi. These surveys consisted collecting data on certain project indicators, among others

  • The average time to cross the border,
  • The incidence of harassment,
  • The granting of receipts for payments made at the border as well as
  • The perception of the quality of services provided by border administrations.

MAJOR FINDINGS

Good quality of services

The data collected during these surveys indicate an improvement in the quality of services rendered by border services. Indeed, the percentage of small cross-border traders claiming that the quality of services at the Ruzizi  border crossing increased from 73% (in September 2018) to 82% (in September 2019).

This could be a result  of the construction of the temporary building in 2018. This allows us to go from 42% of people claiming an improvement in the quality of services in October 2017 to 73% in September 2018 then. The same reality is confirmed by the decrease in the time taken by small cross-border traders to cross the border, which went from 10 minutes (2018 average) to 9 minutes in March 2019 to stabilize at 6 minutes from June to September 2019 .

Efforts remain to be made to reduce harassment

However, to see the harassment indicators, it seems to be on the rise with a predominance of payment requests. Considering this situation, it is necessary to indicate the need for efforts to be made to make the delivery of receipts effective, especially since within the framework of the project, any payment not received is considered as harassment on the same footing as the bonus payments. or the payment of bribes. In fact, only 2% of small traders surveyed admitted having received proof of payment, despite the presence of the CADECO counter at the Ruzizi  border post.

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