Final QSDS Draft Report Dec 2020 Tirw

QUANTITATIVE SERVICE DELIVERY SURVEY
[To Assess the Fairness, Integrity, Transparency, and Accountability

of Service Provision during Covid-19 Pandemic]
DR. BOSCO BINENWA
NOVEMBER 2020
0
Quantitative Service Delivery Survey report, 2020.
TABLE OF CONTENT
LIST OF TABLES...............................................................................................................................3
LIST OF FIGURES.............................................................................................................................4
EXECUTIVE SUMMARY...................................................................................................................5
1. INTRODUCTION..........................................................................................................................8
1.1 Background........................................................................................................................................8
1.2. Objectives of the survey.................................................................................................................10
2. LITERATURE REVIEW................................................................................................................11
2.1. Awareness of COVID-19 preventive measures in the Rwandan community...................................12
2.2. Effectiveness of communication channels about the preventive measures of COVID-19 in Rwanda
...............................................................................................................................................................12
2.3 Transparency, accountability, fairness, and integrity in public service delivery..............................13
2.4 Impact of COVID-19 restrictions on citizens’ primary needs............................................................14
2.5 Groups most affected by the lockdown, and its impact on their daily life.......................................16
2.6 Possible challenges associated with the implementation of COVID -19 Preventive measures........17
3. METHODOLOGY....................................................................................................................... 19
3.1 Approach.........................................................................................................................................19
3.2. Study population............................................................................................................................19
3.3. Sampling strategy and sample size................................................................................................19
4. DATA COLLECTION................................................................................................................... 21
4.1 Data processing and analysis...........................................................................................................21
4.2 Quality assurance measures............................................................................................................21
4.3 Ethical considerations......................................................................................................................22
5. PRESENTATION OF FINDINGS.................................................................................................23
5.1. Demographics.................................................................................................................................23
5.2 Awareness of COVID-19 preventive measures in the community...................................................25
5.3 Effectiveness of communication channels about the preventive measures of COVID-19................26
5.4 Level of peoples’ compliance with COVID-19 preventive measures in public gathering spaces.....29
5.5. Availability of COVID-19 preventive equipment in public gathering spaces...................................31
5.6. Level of satisfaction of citizens satisfaction with service delivery during the lockdown.................32
5.7. Transparency, accountability, fairness, and integrity in public service delivery during the COVID-
19 period...............................................................................................................................................38
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5.7.1 Transparency in selection of most relevant beneficiaries of the relief items during COVID-19 38
5.7.2. Perception and experience of corruption during COVID-19 situation.....................................40
5.8. Impact of COVID-19 restrictions on citizens’ primary needs..........................................................49
5.8.1. Effect of COVID-19 restrictions on work.................................................................................50
6. CONCLUSIONS AND RECOMMENDATIONS..............................................................................59
6.1 Conclusions......................................................................................................................................59
6.1.1 Level of awareness of COVID-19 preventive measures in the community................................60
6.1.2 Effectiveness of communication channels about COVID-19 preventive measures...................60
6.1.3 Level of satisfaction of citizens with regard to services received during the lockdown period.60
6.1.4 Extent of transparency, accountability, fairness, integrity in the delivery chain of services and
support from the government officials (compliance assessment).....................................................61
6.1.5 Impact of COVID-19 restrictions on citizens’ primary needs and daily life................................61
6.1.6 Possible challenges and mitigations associated with the implementation of COVID-19
preventive measures.........................................................................................................................63
7.2 Recommendations...........................................................................................................................63
7.2.1 To the Government in general:.................................................................................................63
7.2.2 To the citizens:..........................................................................................................................64
7.2.3 To the CSOs...............................................................................................................................65
7.2.4 To FERWACOTAMO (Federation of Motorcycle Cooperatives in Cooperatives).......................65
7.2.5 To Rwanda Hospitality Association (RHA), RIB and Prosecution...............................................66
7.2.6 To Ministry of Education (MINEDUC) and private schools........................................................66
7.2.7 To MINALOC (the Ministry of Local Government)....................................................................66
7.2.8 To Rwanda National Police (RNP).............................................................................................67
7.2.9 To Rubavu district.....................................................................................................................67
REFERENCES.................................................................................................................................68
ANNEX......................................................................................................................................... 72
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LIST OF TABLES
Table 1: Surveyed sample size by district..................................................................................................20
Table 2:Eligibility for relief assistance from Government during COVID-19 lockdown..............................33
Table 3: Reasons for non-eligibility to receive relief assistance.................................................................33
Table 4: Frequency in receiving relief assistance.......................................................................................34
Table 5: Timing of relief assistance distribution........................................................................................35
Table 6: Peoples’ perception on whether there were any essential services not provided during the
COVID-19 lockdown period.......................................................................................................................36
Table 7: Level of satisfaction of service delivery or support from Government officials...........................37
Table 8: Perception on the level of corruption during COVID-19 period...................................................40
Table 9: Service providers most involved in corruption during the COVID-19 lockdown..........................41
Table 10: Consequences due to lack of standardized fines for violation of COVID-19 preventive measures
..................................................................................................................................................................43
Table 11: Experience of corruption during COVID-19 lockdown...............................................................44
Table 12: To whom corruption was paid..................................................................................................45
Table 13: Forms of corruption during COVID-19 lockdown period............................................................46
Table 14: Amounts of money paid as corruption.......................................................................................48
Table 15 Extent of citizens’ work interruption due to COVID-19 restrictions............................................50
Table 16: Group of workers most affected by the COVID-19 pandemic....................................................50
Table 17: Number of meals eaten per day before and during COVID-19..................................................54
Table 18: Levels of peoples’ access to food during COVID-19 lockdown period........................................56
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LIST OF FIGURES
Figure 1: Trend of Rwanda’s corona virus cases from 4th to 18th September 2020....................................11
Figure 2: Rwanda’s Gross Domestic Product growth 2007 – 2017...........................................................15
Figure 3: Rwanda’s population pyramid (2018).........................................................................................17
Figure 4: Demographics.............................................................................................................................23
Figure 5: Level of respondents’ awareness about COVID-19 preventive measures...................................25
Figure 6 : Net Frequency(always and often) of information channels on COVID-19 preventive measures
..................................................................................................................................................................26
Figure 7: Frequency of keeping people informed about COVID-19 preventive measures by different
information sources..................................................................................................................................27
Figure 8: Proportion of respondents’ personal conviction to adhere to COVID-19 preventive measures. 28
Figure 9: Level of peoples’ compliance with COVID-19 preventive measures in public gathering spaces. 30
Figure 10: Availability of COVID-19 preventive equipment in public gathering spaces.............................31
Figure 11: Net satisfaction (agree and strongly agree) on quality of service delivery during COVID-19
period........................................................................................................................................................38
Figure 12: Extent of work interruption by gender.....................................................................................52
Figure 13: Effects of COVID-19 on peoples’ daily life.................................................................................53
Figure 14: Impact of COVID-19 on the capacity of renting house..............................................................56
Figure 15: Extent of effect of COVID-19 on accessing health services.......................................................58
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EXECUTIVE SUMMARY
This report is about the Quantitative Service Delivery Survey that was conducted in Rwanda to
assess the transparency, accountability, fairness and integrity of service provision during the
COVID-19 pandemic situation. The survey was conducted under the project “Social
Accountability Tools to Explore COVID-19 Response Effects on Beneficiaries of Social-Protection
Programs in Rwanda” which was initiated by Transparency International Rwanda as a result of
the widespread COVID-19 pandemic which led to vast implications on citizens’ civic, political,
and economic rights, and on the other hand the increased Government power to ensure the
management of the pandemic.
The objectives of the survey were to analyze the level of awareness of COVID-19 preventive
measures in the community, analyze the effectiveness of communication channels about the
preventive measures of COVID-19, examine the level of satisfaction of citizens with regard to
services received during the lockdown period, Identify the reasons for dissatisfaction if any, and
analyze the extent of transparency, accountability, fairness, integrity in the delivery chain of
services and support from the government officials (compliance assessment).
The survey also sought to analyze the impact of COVID-19 restrictions on citizens’ primary
needs such as access to health care (e.g. for those with chronic disease, those without medical
insurance, etc.), access on the markets and affordability of prices, access to banks, identify
groups most affected by the lockdown and analyze its impact on their daily life in that period
and identify possible challenges and mitigations associated with the implementation of COVID-
19 preventive measures for both the government officials and the community.
The survey was prompted by the fact that the Government of Rwanda instituted COVID-19
preventive measures whose restrictions negatively affected the livelihoods of the economically
vulnerable citizens, while at the same time, TI-RW received citizens’ complaints on lack of
transparency in distribution of Government emergency support to affected citizens, corruption
in service delivery in other health services (out of COVID-19 response), limited information on
Government of Rwanda COVID-19 economic mitigation measures among other concerns.
The survey employed mixed methods of data collection (quantitative and qualitative). It
achieved a sample of 2442 respondents that were sampled from 15 districts. Data was collected
using a structured questionnaire to collect citizens’ opinions and experiences on dimensions
described in the specific objectives, while the qualitative approach was used to triangulate,
understand and interpret the quantitative data. These included Key Informant Interviews, Focus
Group Discussions and Desk review.
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Primary data was processed using SPSS software to generate descriptive statistics while
qualitative data was transcribed as per the tools, grouped into themes, categorized and
analyzed using content value analysis.
The results of the survey showed that a large percentage (96.2%) of the Rwanda citizens were
aware of the COVID-19 preventive measures and were reasonably compliant with the
preventive measures both at personal and community levels. Unlike the other channels of
information, Drone messages and the Private Sector Federation were earmarked as being the
least effective in information dissemination.
The findings also indicated that citizens’ level of satisfaction with service delivery during the
COVID-19 lockdown was compromised by a number of negative factors that included unfair
selection of eligible recipients of the relief support from Government(81.4% were declared non-
eligible and missed the relief support); supplying inadequate amounts of relief food assistance
(not distributing according to household feeding needs); and unfair distribution of relief
assistance (giving more relief to some recipients and fewer to others, who may even be having
larger families).
The other factors included poor timing (delay) of distributing the relief assistance; asking for
bribes from culprits by the public service providers especially the local leaders; corruption
among motorcyclists and taxi-moto-supervisors, sexual exploitation of females working in
hotels and restaurants. According to the findings, corruption was mainly paid to Local leaders
(35.5%) and Police (26.6%). Bribery was the most common (79.6%) form of corruption which
people experienced during the COVID-19 lockdown period and RwF 10,000 was the average
amount of bribe paid by respondents. In addition, some people were forced to pay bribes in
order to escape arrest and penalties for offences, and for others their salaries were reduced to
half or unfairly deducted upon without clear reasons. The most affected categories of people
were bar owners and workers, private school teachers and motorcyclists.
Although 48.3% of responses indicated that during the COVID-19 the service was provided in
transparent manner, the fairness, integrity and accountability concerns were compromised by
several factors including unfair selection of eligible recipients for the relief assistance (9.7%);
lack of standardized fines for violation of COVID-19 preventive measures (29.8% of the
respondents said that there was feel of injustice among the culprits; 29.0% thought that it
encouraged some authorities to ask for bribe; 13.4% were of the view that it encouraged some
authorities to over fine the culprits).
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The survey results also showed that most people were affected by the COVID-19 restrictions as
evidenced by 95% of the respondents saying that their work was interrupted as a result of the
restriction measures; 23.6% lacked salaries; 83.4% lacked money from income generating
activities; and 11.7% experienced difficulty in moving to go and work for other people in
exchange of foodstuff or money.
Some people like bar owners and salon operators completely lost their businesses, others like
private teachers and bar workers lost their salaried jobs, female citizens seeking jobs or earning
a living were sexually exploited by opportunists, payment for house rent and utilities became
unaffordable, many families could no longer have food as they used to before COVID-19, and
people experienced limited ability to access health facilities due to restricted movement.
The survey recommended Government to actively engage the Private Sector Federation to
enhance their information dissemination efforts so as to increase their contribution to
awareness creation about COVID-19 preventive measures; unbiased selection of eligible
beneficiaries for any Government-provided relief assistance; appropriate planning to ensure
adequacy of the relief assistance and appropriateness of its distribution so as to avoid
incidences or complaints of some beneficiaries being left out;
The survey further recommended curbing corruption among the ear-marked categories of
service providers (especially the Local leaders) in order to avoid compromising the COVID-19
preventive efforts; enhancing citizens’ compliance with COVID-19 preventive measures; and
setting of standardized fines for violated COVID-19 preventive measures in order to avoid
consequences of unfair charging of culprits, over fining culprits and other consequences.
Government should continue regulating the activities of the citizens in such a way that COVID-
19 preventive measures are not violated but at the same time the citizens are able to go to
work and generate income, thereby reducing potential burden of providing relief to the people;
the Government should appropriately enforce the compliance with COVID-19 preventive
measures by ensuring that the public is adequately sensitized, and preventive equipment is
available in every public facility and at every public gathering space.
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1. INTRODUCTION
1.1 Background
The survey was conducted under the project “Social Accountability Tools to Explore COVID-19
Response Effects on Beneficiaries of Social-Protection Programs in Rwanda” which was initiated
by Transparency International Rwanda (TI-RW) as a result of the widespread COVID-19
pandemic which led to vast implications on citizens’ civic, political, and economic rights, and on
the other hand the increased Government power to ensure the management of the pandemic.
This project falls under TI-RW’s mission which is to contribute to the fight against corruption
and promote good governance through enhancing integrity in the Rwandan society. TI-RW is a
civil society organization and a key stakeholder in improving citizens-state relations through
ensuring transparency and accountability in the implementation of any program benefiting
citizens either in health or social protection sector.
In March 2020, in order to contain the spreading of COVID-19 countrywide, the Government of
Rwanda resorted to extreme measures such as the derogation of certain fundamental rights
including freedom of assembly or freedom of movement, and enhanced surveillance on its
citizens. This was enabled by the establishment of a total lockdown in the whole country from
21st March 2020 to 4th May 2020. The lockdown was necessary because if not instituted, the
citizens could have got infected in exponential numbers and possibly many could have lost their
lives.
The lockdown situation created a state of emergency and this situation negatively impacted on
the economically vulnerable citizens (those whose living conditions are based on little daily
income or informal business workers). Because of the COVID-19 restrictions, such people could
no longer earn income to sustain their lives and those of their families.
Those vulnerable people needed to be helped out of the COVID-19 crisis by providing them
with necessities in life, and the distribution to be done in a fair, transparent and accountable
manner. To achieve this, the people involved in the planning and distribution of the support
had to be of integrity in order to exhibit a substantial level of service delivery compliance.
The Government of Rwanda mobilized huge means internally and received external support to
deal with the effects of COVID-Pandemic. The World Bank opened for Rwanda a credit line of
100 million USD to support the energy sector as one of the economic drivers which was heavily
affected by the COVID-19 crisis.
Additionally, the Government of Rwanda introduced a number of policies and initiatives to

support vulnerable citizens especially those who can’t afford feeding themselves on a daily
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basis because they used only to live by what they have earned on a daily basis. Furthermore,
the Government of Rwanda also did much in equipping the health system to be in a position of
facing and effectively managing the increase in number of people tested positive of COVID-19.
Nevertheless, during the implementation of the lockdown instructions, there were some
concerns which needed to be addressed in order to effectively curb the COVID-19 spread. In
terms of awareness creation on COVID-19, many efforts were concentrated in Kigali city leaving
behind without information, the residents in rural areas.
This meant that the people in the rural areas were left at high risk of contracting and spreading
the COVID-19 disease as they lacked factual information regarding the same, and were also
prone to misguidance by opportunists who could identify an information dissemination
loophole and misguide the citizens in trying to pursue personal interests.
At the same time, TI-RW received citizens’ complaints on lack of transparency in distribution of
Government emergency support to affected citizens, corruption in service delivery in other
health services (out of COVID-19 response), limited information on Government of Rwanda
COVID-19 economic mitigation measures among other concerns.
All these were indicators that the COVID-19 response was being compromised as the intended
beneficiaries (the affected citizens) were not being served to the response’s expectations. This
could worsen the situation further as the distressed citizens unknowingly became non-
compliant with the COVID-19 prevention measures in trying to satisfy their survival needs.
In the framework of contributing to the fight against the spread of COVID-19 as well as ensuring
transparency and accountability in the implementation of measures and initiatives designed to
support vulnerable citizens in this period, Transparency International Rwanda was prompted to
conduct the Quantitative Survey Delivery Survey, this report of which is the result of that
undertaking.
The report looks at awareness of COVID-19 preventive measures in the Rwandan community;
examines the effectiveness of communication channels about the preventive measures of
COVID-19; ponders about issues of transparency, accountability, fairness, and integrity in
service delivery; examines the impact of COVID-19 restrictions on citizens’ primary needs,
explores the groups most affected by the lockdown, and the COVID-19’s impact on their daily
lives, and discusses the challenges associated with implementation of COVID 19 preventative
measures.
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The survey findings provide factual information in the context of service delivery in Rwanda
during the COVID-19 situation, and give service delivery stakeholders a yardstick and mirror to
measure and reflect on the quality and levels of services they are delivering to the public in
Rwanda. This in turn provides a basis for improvement as necessary, thereby bridging service
delivery quality gaps.
1.2. Objectives of the survey

The overall aim of conducting the survey was to assess the fairness, integrity, transparency and
accountability of service provision in Rwanda during the COVID-19 pandemic.
The specific objectives of the survey were to:
1. Analyze the level of awareness of COVID-19 preventive measures in the community.

2. Analyze the effectiveness of communication channels about the preventive measures of
COVID-19.
3. Examine the level of satisfaction of citizens with regard to services received during the
lockdown period.
4. Identify the reasons for dissatisfaction if any.
5. Analyze the extent of transparency, accountability, fairness, integrity in the delivery
chain of services and support from the government officials (compliance assessment).
6. Analyze the impact of COVID-19 restrictions on citizens’ primary needs such as access to
health care (e.g. for those with chronic disease, those without medical insurance, etc.),
access on the markets and affordability of prices, access to banks.
7. Identify groups most affected by the lockdown and analyze its impact on their daily life
in that period.
8. Identify possible challenges and mitigations associated with the implementation of
COVID-19 preventive measures for both the government officials and the community.
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2. LITERATURE REVIEW
This section provides a review of literature related to issues of public awareness,
communication channels, transparency and integrity in service provision during the COVID-19
period in Rwanda, etc. The COVID-19 pandemic led to vast implications on citizens’ civic,
political, and economic rights and on the other hand the increased Government power to
effectively manage the pandemic.
In an effort to prevent the spread of corona virus, the Government of Rwanda instituted a
countrywide total lockdown whereby peoples’ freedom of movement and gathering became
restricted, and surveillance on citizens was increased. This situation affected many people
especially the economically vulnerable persons (those whose lives depend on little daily
incomes including the informal business workers).
Figure 1: Trend of Rwanda’s corona virus cases from 4th to 18th September 2020
Source: Trading economics.com/Rwanda/coronavirus-cases [World Health Organization]
In order to help its citizens, become effectively resilient during the COVID 19 situation the
Government of Rwanda introduced a number of policies and initiatives to support vulnerable
citizens especially those who can’t afford feeding themselves on a daily basis because they are
used only to live by what they have earned on a daily basis. Transparency International Rwanda
observes that during the implementation of the lockdown instructions, many efforts on
awareness creation on COVID-19 were concentrated in Kigali City leaving behind the rural
residents without information. At the same time, TI-RW received citizens’ complaints on lack of
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transparency in distribution of Government emergency support to affected citizens, corruption

in service delivery in other health services (out of COVID-19 response), limited information on
Government of Rwanda COVID-19 economic mitigation measures.
2.1. Awareness of COVID-19 preventive measures in the Rwandan community

Community awareness is crucial in dealing with COVID-19 crisis. It is important that the public
becomes thoroughly aware of the different aspects of the disease, including the symptoms,
mode of spread, the associated risk factors, how its spread can be prevented, the actions to
take if one sees the symptoms and many other aspects. A combination of awareness creation
methods can be applied in a complimentary manner in order to ensure that the public is
adequately made aware of COVID-19 issues.
The World Health Organization (July, 2020) observes that in Rwanda drones were used as a
method for countrywide awareness about COVID-19 to complement other forms of
communication channels. As drones were used to spread messages, they were also equipped
with cameras. The recorded footage allowed law enforcement officers, local authorities to
closely monitor areas for the need of any intervention or evacuation that would normally take
longer to identify and organize.
Once the phase of curiosity passed residents started listening to messages being delivered by
the drones, the police was able to reach places that Sino-trucks couldn’t reach because of
difficult terrain or lack of necessary manpower. Drones also allowed RNP to deploy Police
officers directly to areas - were needed most - as identified thanks to a close monitoring and
treatment of the imaging data provided captured. This strategy supported much in compliance
of COVID-19 prevention measures especially in remote and very densely areas where it would
be difficult to halt the spread of the pandemic.
2.2. Effectiveness of communication channels about the preventive measures of COVID-19 in

Rwanda
The effectiveness of communication channels about preventative measures of COVID-19 is a
function of the appropriateness of communication channel, the timing of communication, the
content of the awareness messages being disseminated and the number of times the message
is disseminated. Jackie Davies (March, 2020) explains that effective communication needs to be
thought through and contextual. Misinformation and rumours will kill people so it is imperative
that communicators use trusted sources for our information and check and recheck new
information. With today’s technology mercifully one can quickly search and find relevant
information online, only that the challenge is ensuring that this is the correct and accurate
information.
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Prevention includes messages about understanding the disease, in order to be able to then
behave appropriately in the context of the disease – for instance how to capture a cough in a
sleeve, and why to self-isolate if showing symptoms. Handwashing messaging and information
about changing norms such as handshaking or collective worship are central messages; and
highly challenging. Protection includes messages about both self-protection and the protection
of health services and of others to ‘flatten the curve’ and reduce infections, radically reducing
death rates in the process. ‘Social distancing’ is the core concept here and the challenge is going
to be to sustain people’s engagement in the continued need for it.
In the case of Rwanda, the World Health Organization (July, 2020) indicates that the use of
drones was effective in raising public awareness about COVID-19 preventative measures
because there was initially non-compliance in areas which were too difficult to reach out by
communicators.
The lack of compliance by residents to directives to stay home, wash hand and respect physical
distancing, wearing mask was due to the low accessibility of the areas by community awareness
teams and their messages. The Rwanda National Police intervened with Drones which were
deployed to compliment radio/ TV messages, community health workers and other community
leaders by bringing educative messages directly to residents by air.
2.3 Transparency, accountability, fairness, and integrity in public service delivery
For public service delivery to be meaningful and useful to the people being served, it must
entail transparency, accountability, fairness and integrity. All these phenomena are considered
crucial if public service is to become effective and efficient. The attainment of these
phenomena is a gradual process that many of the countries build over time, and requires
concerted efforts from both the public servants and members of the community.
The Committee on Standards in Public Life (June, 2014) observes that there are seven principles
of public life which apply to all people who hold public offices. They include selflessness,
integrity, objectivity, accountability, openness, honesty and leadership. These principles
regulate, shape and govern the conduct of people in public service delivery. Holders of public
offices (and any other persons in public service provision) should avoid selflessness and act
solely in terms of the public interest. They must avoid placing themselves under any obligation
to people or organizations that might try inappropriately to influence them in their work. They
should not act or take decisions in order to gain financial or other material benefits for
themselves, their family, or their friends. They must declare and resolve any interests and
relationships. In addition, public servants must act and take decisions impartially, fairly and on
merit, using the best evidence and without discrimination or bias.
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From the large body of knowledge on normative guidelines for public service delivery, a
universally acceptable code of conduct is clearly viewed as necessary for public officials to
ethically perform their activities. Kishore Raga and Derek Taylor (2005) propose normative
criteria as a foundation for effective and efficient public service delivery at the local level. These
normative criteria are based upon values, attitudes, and aptitudes that can be measured or
evaluated.
In terms of values they include integrity, transparency, publicity, accountability, equity, non-
discrimination, quality, professionalism, reliability and general interest. In the case of attitudes,
they include transparency, responsibility, quality awareness, legibility, clarity, simplicity,
inquisitiveness, adaptability, listening ability, involvement, speed, effectiveness and efficiency.
The Government of Rwanda committed to promote accountable governance to delivery of

development and improved service at the decentralized levels. This is well highlighted in the
National Strategy for Transformation (NST1) that intends to guide Rwanda’s development
interventions over the next seven years (2018-2024) whereby set priorities are meant to
strengthen capacity, service delivery and accountability of public institutions as well as increase
citizens’ participation, engagement and partnerships in development.
2.4 Impact of COVID-19 restrictions on citizens’ primary needs

The COVID situation is negatively impacting peoples’ primary needs. According to OECD (May,
2020), the mode of impacting is manifested in three categories in the case of socio-economic
spheres. Beyond health risks, the COVID-19 shock to African economies is coming in three
waves: (i) lower trade and investment from China in the immediate term; (ii) a demand slump
associated with the lockdowns in the European Union and OECD countries; and (iii) a
continental supply shock affecting domestic and intra-African trade. It is shaking commodity-
driven growth models that had largely failed to create more and better jobs or improve well-
being.
In the case of Rwanda, according to the RECOVR Survey report (August, 2020), the effects of
slowed economic activity are far-reaching and consequential. Almost 80% of the citizens have
had to deplete their savings to pay for food, healthcare, or other expenses since February 2020.
80% of employed individuals have earned less pay than they did in a typical week before the
government closed schools, and more than 60% of employed individuals have experienced
reduced working hours per week as compared to the situation before COVID-19 pandemic.
Rwanda’s different industries have also heavily suffered. For example, more than 70% of
citizens working in agriculture experienced altered planting, harvesting, or marketing of
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agricultural products because of COVID-19-related restrictions. This is likely to affect the

country’s GDP which has been steadily growing over time.
Figure 2: Rwanda’s Gross Domestic Product growth 2007 – 2017
Source: National Institute of Statistics of Rwanda
The report further observes that almost 70% of the citizens have had difficulty buying the
amount of food they usually buy because many people lost jobs and household income has
dropped, and more than 50% of households have had to reduce food consumption in the past
week. Poorer people have had to sell off their assets to pay for food, healthcare, or other
expenses since February 2020. They have also had difficulty buying the amount of food they
usually buy because the price of food was too high or because there were shortages in the
markets.
Across the world, lockdowns and school closures have necessitated distance/online learning.
Although the COVID-19 crisis has demonstrated the effectiveness of the Government of
Rwanda in mobilizing the population in a decisive and effective public health response, a
number of very serious economic challenges lie ahead as the global economy braces itself for a
recession(https://www.theigc.org/blog/rwandas-response-to-covid-19-and-future-challenges/).
Consequently, Rwanda faces intensifying demand and supply-side shocks both in the domestic
and external sectors. These include reduction in levels of economic services, lowering of
demand for loans from financial institutions, halting of economic activities termed as ‘non-
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essential’ [casual work, tourism, bars, hotels, taxis, conferences, exhibitions and other sectors
involving face-to-face communication], shock in foreign and informal trade, increment in
private sector indebtedness due to ever-increasing insolvency, with overall result of inability to
finance one’s expenditure obligations.
Because of this situation, many economically vulnerable persons have limited access to basic
needs like food, and health services. In the case of education, the restrictions have forced the
schooling children to remain at home without access to study materials let alone face-to-face
interactions with their teachers.
2.5 Groups most affected by the lockdown, and its impact on their daily life
Whereas basically everyone is affected in one way or another by the COVID-19 pandemic
situation, the levels of impact differ depending on the vulnerability status. The UN Department
of Economic and Social Affairs (https://www.un.org/development/desa/dspd/everyone-
included-covid-19.html) points out that the COVID-19 outbreak affects all segments of the
population and is particularly detrimental to members of those social groups in the most
vulnerable situations, continues to affect populations, including people living in poverty
situations, older persons, persons with disabilities, youth, and indigenous peoples.
Older persons are particularly susceptible to the risk of infection from COVID-19, especially
those with chronic health conditions such as hypertension, cardiovascular disease and diabetes.
Older persons are not just struggling with greater health risks but are also likely to be less
capable of supporting themselves in isolation. Although social distancing is necessary to reduce
the spread of the disease, if not implemented correctly, such measures can also lead to
increased social isolation of older persons at a time when they may be at most need of support.
Even at the best of times, persons with disabilities face challenges in accessing health-care
services, due to lack of availability, accessibility, affordability, as well as stigma and
discrimination. The risks of infection from COVID-19 for persons with disabilities are
compounded by other issues, which warrant specific action: disruption of services and support,
pre-existing health conditions in some cases which leave them more at risk of developing
serious illness or dying, being excluded from health information and mainstream health
provision, living in a world where accessibility is often limited and where barriers to goods and
services are a challenge, and being disproportionately more likely to live in institutional settings.
To ensure that persons with disabilities are able to access to information on COVID-19, it must
be made available in accessible formats. Healthcare buildings must also be physically accessible
to persons with mobility, sensory and cognitive impairments. Moreover, persons with
disabilities must not be prevented from accessing the health services they need in times of
emergency due to any financial barriers. In terms of employment, youth are disproportionately
16 | P a g e
unemployed, and those who are employed often work in the informal economy or gig
economy, on precarious contracts or in the service sectors of the economy, that are likely to be
severely affected by COVID-19. Many vulnerable youths such as migrants or homeless youth are
in precarious situations. They are the ones who can easily be overlooked if governments do not
pay specific attention, as they tend to be already in a situation without even their minimum
requirements being met on health, education, employment and well-being. In the case of
Rwanda, this aspect is crucial as its population is constituted mainly by young children and
youths [hence school-going age bracket].
Figure 3: Rwanda’s population pyramid (2018)
Source: Index mundi.com
2.6 Possible challenges associated with the implementation of COVID -19 Preventive
measures
The implementation of COVID-19 preventative measures is a challenging undertaking that is
manifested in many aspects. The country’s revenue collection performance has been growing
steadily during the past few years but is currently prone to decline due to the COVID
restrictions. The ‘Rwanda’s Response to COVID-19 and Future Challenges’
(https://www.theigc.org/blog/rwandas-response-to-covid-19-and-future-challenges/) observes that the
Government of Rwanda is facing a challenge of lacking fiscal space whereby it is experiencing
low revenue collections due to the fact that revenue sources are themselves crippled by low
performances as a result of the COVID restrictions. In this regard Rwanda urgently needs both
scaling up and expanding of support to include digital cash-based social protection measures.
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According to the IMF, the lockdown and deepening global recession has created an “urgent
balance of payments need” in Rwanda.
In the case of the economically vulnerable people some efforts are evident in trying to make
the vulnerable people [those who are hit hard by the COVID-19 situation] to become financially
resilient. The partnership between UN Women Rwanda and New Faces New Voices (NFNV) has
enabled many vulnerable women to become resilient by producing face masks thereby
preventing the spread of COVID-19 disease while at the same time earning income and
becoming financially resilient. According to(https://rwanda.un.org/en/45440-increasing-
resilience-vulnerable-women-socio-economic-impact-covid19-crisis-rwanda),through Gahaya
Links, a women-owned business, the project aims to not only enhance prevention measures to
reduce the spread of COVID-19 infection in communities, but also support women-owned
businesses and income generation and employment of vulnerable women.
Perhaps the greatest challenge the government faces is the need for enormous public resources
to prevent COVID-19-related death, minimize rupturing of the economic fabric, and protect the
vulnerable. Ongoing tracing and testing efforts are thus vital to isolate those with the virus, to
stop the disease spreading.
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3. METHODOLOGY
3.1 Approach
The survey employed mixed methods of data collection (quantitative and qualitative). These
four techniques were used to enable researchers to gather quantitative and qualitative data.
From a quantitative perspective, the study involved a structured questionnaire to collect
citizens’ opinions and experiences on dimensions described in the specific objectives while the
qualitative approach was used to triangulate, understand and interpret the quantitative data.
These included Focus Group Discussions (FGDs), Key Informants Interviews (KII), and desk
review techniques.
3.2. Study population

The study population consisted of all members of the general public aged 18 years and above,
in Rwanda. As the study aimed to analyze the impact of COVID-19 on citizens’ livelihood, the
selection of respondents was based on those who were most vulnerable to COVID-19
restrictions such as motorcyclists, casual workers, teachers, members of the private sector, etc.
3.3. Sampling strategy and sample size

The selection of districts was done purposively as TI-RW intended to collect citizen’s views
where it has physical presence in the country. This was due to the fact that collected data
would enable TI-RW to conduct advocacy activities in the selected districts using Citizens
Concerned Committees (CCCs) established in 15 districts in Rwanda. The advocacy related
activities are meant to tackle emerging issues associated with fairness, integrity, transparency,
accountability of service provision during Covid-19 pandemic.
Thus, in each district, 3 Sectors were selected where TI-RW has CCCs in the Sector. The CCCs in
collaboration with village leaders were responsible for selecting the respondents for this survey.
The sample size was computed using the formula below: -
n = (N (zs/e) 2)/(N1+(zs/e)2)
Where: z= 1.96 for 95% level of confidence;
s = p(1-p) p = estimated proportion;
e = desired margin of error;
N = population size
In this estimation the significance level was taken as 95% with a margin of error of 2 %. Such
a sample size provided a base for meaningful comparison to undertake statistically valid sub
stratifications that fall within acceptable confidence level. Based on the above formula the
sample size for the survey was computed as 2430 respondents which was actually estimated
at 2442 after the data collection.
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Table 1: Surveyed sample size by district
District Count Percentage
Bugesera 163 6.7%
Burera 162 6.6%
Gasabo 163 6.7%
Gatsibo 165 6.8%
Gicumbi 166 6.8%
Huye 150 6.1%
Kamonyi 167 6.8%
Kayonza 157 6.4%
Kicukiro 159 6.5%
Musanze 167 6.8%
Nyabihu 162 6.6%
Nyamagabe 169 6.9%
Nyarugenge 162 6.6%
Nyaruguru 167 6.8%
Rubavu 163 6.7%
Total 2442 100.0%
With regard to qualitative sample size, 10 FGDs and 10 KIIs were conducted in the selected
districts. Participants in FGDs included groups which were most affected by COVID-19 as
described above. Key Informant Interviews were mainly conducted with Sector Executive
Secretaries at local level while at the national level key resource persons in the Rwanda
National Police, Hotel/restaurant management and the Rwanda Biometric Centre were part of
the targeted interviewees.
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4. DATA COLLECTION
Quantitative data was collected by experienced Enumerators under the supervision of Team
Leaders and Supervisors while FGDs, KIIs were facilitated by Assistant Researchers under the
coordination of the Lead Consultants.
During data collection, TI-RW ensured that preventive measures on Covid-19 spread were
observed by the research team as follows:
 TI-RW purchased face masks for all enumerators, team leaders and respondents in 15
districts
 TI-RW availed hand sanitizers to each of the enumerators and team leaders
 Training of enumerators and team leaders was done through teams and in small groups
to adhere to social distancing measures
 TI-RW’s research team made sure that social distancing is respected while administering
questionnaires to respondents
 TI-RW ensured that transportation of enumerators and team leaders during the data
collection exercise is done in line with Covid-19 prevention guidelines (One team leader
and 3 Enumerators for each vehicle).
4.1 Data processing and analysis

Quantitative data was organized, edited and coded and entered into the SPSS for analysis into
descriptive statistics while qualitative data was transcribed as per the tools, grouped into
themes, categorized and analyzed using content value analysis.
During data collection, quantitative data captured in the tablets by enumerators under the
supervision of their respective team leaders was being submitted on daily basis to the data
analyst. The data analyst then generated statistical outcomes on the basis of the tabulation
plan.
4.2 Quality assurance measures
Conducting such a study necessitated to undertake a set of measures to ensure quality of data.
For this purpose, in addition to ensuring an effective coordination of the work and more
specifically data collection, the following measures were undertaken:
 The use of a participatory approach in developing research instruments
 The research protocol and instruments were approved by the National Institute of
Statistics of Rwanda;
 A training of enumerators and team leaders was organized to ensure reasonable
understanding of the study objectives, methodology and tools.
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 A pilot survey was conducted to test the quality of research tools, mainly the
questionnaire;
 Continuous field meetings between the consultants, the enumerators and supervisors
were organized to identify arising issues while collecting data and to develop
appropriate solutions;
 Anonymous questionnaire was administered as a way of encouraging free and open
expression by respondents.
 Supervision and overall coordination of data collection
 Tablets were used to collect data and more particularly to minimize data collection and
entry errors.
4.3 Ethical considerations

For purposes of compliance with ethical standards, the survey team observed the following set
of measures during the whole process of the survey: -
 For their easy identification, the researchers and enumerators always carried the
research visa from the National Institute of Statistics of Rwanda given to them for that
purpose;
 They also carried the recommendation letter from Transparency International Rwanda
justifying the relevance of the study they are involved in and introducing them to
various potential informants as well as local authorities;
 They sought and obtained formal consent from each informant before interviewing
him/her or engaging in discussions;
 They informed respondents that they had the right to refuse any participation in the
study;
 Assuring the respondents, confidentiality regarding any information collected from
them and promising to use it exclusively for the research purpose.
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5. PRESENTATION OF FINDINGS
5.1. Demographics
Figure 4: Demographics
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The survey results indicate that most of the respondents belong to 30 years or below age
bracket, followed by those in the age range of 31 to 35 years, implying that that the findings of
this survey are a reflection of mainly the younger and middle-aged portions of the country’s
population. This rhymes well with the Rwanda’s age pyramid of 2018 (figure 5) which indicates
that a large percentage of Rwanda’s population is composed of people aged 30 and below.
In the case of gender, the survey results indicate that more of the respondents were males. The
survey engaged a total of 2442 respondents of whom 1607 (65.8%) declared their gender as
males, 828 (33.9%) as females while 7 (0.3%) declined to specify their gender. This low
representation of females in this study is the result of the purposive selection of respondents
which in most cases was based on people most affected by COVID-19 such as motorcyclists,
teachers, business people, casual workers (mainly working in roads construction). It is therefore
more likely to see females misrepresented in this category of respondents.
According to the results, most of the respondents (65.7%) surveyed were married, followed by
those who were single (29.0%). On the issue of employment status, the survey results
indicated that most (54.7%) of the surveyed respondents were self-employed, followed by
permanent employees (22.6%), then casual employees (10.9%) followed by fixed term
employees (7.3%) and those unemployed (4.5%) in that order. The employment status also
reflects the sample design based on people most affected by COVID-19, particularly those who
were economically active and lost their employment due to the pandemic.
Regarding respondents’ education, the results from the survey indicated that most (43.7%) of
the respondents had completed primary education while 8.9% had not. 24.5% had completed
secondary education while 6.0% had not. Only 4.5% had completed tertiary (University) while
0.8 had not. Also, 4.9% had completed TVET while 0.3% had not. Furthermore, 6.3% had not
attended school at all.
In the case of distances to the nearest school, market, main road and health center, the survey
results showed that most people lived at a distance of less than 2 km from school, market, main
road and health center, followed by those who lived within the range of 2 to 5km from the
same facilities and infrastructure. Regarding the number of dependents in a household, the
survey shows that most (68.5%) households had 1 to 5 dependents, followed by those (29.0%)
which had 6 to 10 dependents.
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5.2 Awareness of COVID-19 preventive measures in the community

Community awareness is central in dealing with COVID-19 crisis as the public becomes
thoroughly aware of the different aspects of the disease and get prepared on how its spread
can be prevented. The table below shows the extent to which respondents were aware about
COVID-19 preventive measures.
Figure 5: Level of respondents’ awareness about COVID-19 preventive measures
96.2%
of respondents
have heard about

coronavirus
(COVID-19)
pandemic and its
preventive
This study revealed that the level of community’s awareness on COVID-19 pandemic and its
preventive measures was very high (96.2%).measures
As pointed out in the literature, awareness
creation is crucial as it helps the citizens to know details about COVID-19 disease including
symptoms, risk factors for its spread, and preventive measures. This is in consistence with the
government of Rwanda’ s efforts to mobilize Rwandans about COVID-19 pandemic and its
aggressive effects. The efforts of the government of Rwanda in as far as the awareness of
citizens on the COVID-19 preventive measures is concerned is also confirmed by the World
Health Organization (July, 2020) report which indicated that in Rwanda drones were used as a
method for countrywide awareness about COVID-19 to complement other forms of
communication channels. The high level of community awareness explains the high compliance
of people with the COVID-19 preventive measures as shown in the following section.
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5.3 Effectiveness of communication channels about the preventive measures of COVID-19

While the study showed a very high level of citizens’ awareness on COVID-19 preventive
measures, it is also important to analyse how effective the communication channels were used.
This is examined in the table below.
Figure 6 : Net Frequency(always and often) of information channels on COVID-19 preventive

measures
85.5 % 42.4% 10.8 %

Rwanda 69.8% 68 %
Road 52.6 % 47.6 % National
Broadcasti vehicles COVID 19
ng Agency Telephone with loud Private COVID19 Drones’
Hotline messages
message speakers Media informatio
(114)
n website
Source: Primary data
The survey reveals that the messages on COVID-19 preventive measures were often channelled
through the Rwanda Broadcasting Agency (RBA), telephone message and road vehicles with
loud speaker as evidenced by 88.5%, 69.8% and 68% of respondents respectively. With regard
to drones’ messages, the survey indicates that this channel of information was never used by
the majority of respondents (69.5%). Only a very low proportion of them (10.8%) were
informed about the measures to prevent the pandemic through drones. The fact that adequate
exposure to COVID-19 messages (in this case through frequent dissemination) is likely to result
in higher uptake of the message substance and more likely to prompt the citizens to comply
with the preventive measures. The table below also provides insight of which sources of
information were responsible to convey COVID-19 messages to the above-mentioned channels.
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Figure 7: Frequency of keeping people informed about COVID-19 preventive measures by

different information sources
As shown in the figure above, Five sources of information came on top with regard to
frequently keep the people informed about COVID-19 preventive measures, namely the
Rwanda National Police (87.8%), Ministry of Health through the Rwanda Biomedical Centre
(86.2%), Ministry of Local Government (83.3%), Youth volunteers( 81%) and the Community
Health Workers(71.2%) . The sources with less involvement in conveying messages on COVID-19
include Private Sector Federation (33.1%) and Celebrities and social media influencers (42%).
Again, these results emphasize the point that adequate involvement of the government, police
and volunteers in the information dissemination about the COVID-19 preventive measures
enhances chances of information assimilation by the residents, meaning that the longer or
more frequent the latter are exposed to the COVID-19 preventive messages the more likely
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they are to comply with those messages. The section below analyses the level of compliance
with COVID-19 preventive measures.
The survey examined the level of citizens’ compliance in adhering to the COVID-19 preventive
measures instituted by the government of Rwanda since March 2020. This is presented in the
figure below.
Figure 8: Proportion of respondents’ personal conviction to adhere to COVID-19 preventive

measures
The above findings indicate a very high level of people’s compliance with COVID-19 preventive
measures. A large majority of the people ( 94.7%) were washing hands,; 93.8% wore masks
when going out in public; 94.4% were avoiding large gatherings ; 94.3% were avoiding shaking
hands with other people; ; 93.7% were covering their mouths and nose with bent elbow or a
tissue when coughing or sneezing and then wash their hand after; 92.1% were avoiding close
contact with anyone who is sick especially those with symptoms and 88.7% were staying home
whenever they felt sick.
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Interestingly, the perceived level of compliance with COVID-19 preventive measures in the
neighborhoods remains relatively moderate. As a matter of fact, 62.9% agreed that neighbors
were avoiding shaking hand s with other people; 61.4% felt that they were safe in their
neighborhoods as regards COVID-19 spread ; 60.6% agreed that their neighbors implemented
preventive measures from Government; ; 57.2% said the neighbors avoided large gatherings;
55.7% of the respondents agreed that their neighbors wore masks at all times when in public;
53.3% indicated that their neighbors stayed home to avoid unnecessary movements. As
already pointed out, these results reflect an extensive and effective dissemination of the
relevant information which prompted the public to become compliant with the COVID-19
preventive measures.
However, it is worth noting that the level of compliance with COVID-19 pandemic at individual
level proves to be higher than when it comes to the compliance in the neighborhoods. This
discrepancy might be explained by the perceived vulnerability of crime as defined by Jonathan
(2009) in the article “A psychological perspective on vulnerability in the fear of crime” (here we
consider crime as non-compliance). In this article, it is stipulated that nonvictims (compared
here to individuals) tend to have an ‘illusion of invulnerability’, particularly in relation to seeing
themselves as less vulnerable than others (here compared to people in the neighborhoods). “It
is not likely to happen to me….it happens to other people, not me”.
5.4 Level of peoples’ compliance with COVID-19 preventive measures in public gathering
spaces
The survey investigated how people in public gathering spaces complied with the COVID-19
preventive measures. The measures comprised wearing face masks properly, social distancing,
and washing hands properly and frequently while selected public gathering spaces comprised of
shopping, bus terminals, banks, churches, hotels, restaurants and beauty hair salon. The figure
below illustrates the results.
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Figure 9: Level of peoples’ compliance with COVID-19 preventive measures in public gathering
spaces
Washing hands properly and frequently and wearing face masks in public gathering spaces
emerged as the COVID-19 preventive measures that were observed most compared to social
distancing. Washing hands was mostly practiced in hospitals and health centres (84.6%),
followed by shopping (82,5%) and in Banks (77. 6%). The least compliant public gathering were
churches and beauty hair salon with 64% and 63.6% respectively. Likewise, the study showed
that wearing mask was more observed in hospitals and in banks and less practiced in churches
and in beauty salon.
Overall, the level of respondents’ compliance with the COVID-19 preventive measures stands
very high in many of the public gathering spaces in Rwanda as evidenced by the findings above.
These results reflect the government of Rwanda’s effort to contain the COVID-19 spread. In
early March 2020, a taskforce was put in place and guidelines were issued on social distancing
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and hand washing. The hand sanitizers were placed outside all major public buildings and
shopping centres. A systematic control in terms of complying with the established guidelines
immediately started with the assistance from security organs and local leaders.
5.5. Availability of COVID-19 preventive equipment in public gathering spaces

The survey sought to estimate the levels of availability of COVID-19 preventive equipment in
public gathering spaces. The preventive equipment considered included marked signs for social
distancing; foot pump hand washing stations; clean water with soap; and temperature
thermometers.
Figure 10: Availability of COVID-19 preventive equipment in public gathering spaces
The availability of clean water with soap and foot pump hand washing station emerged on top
among other COVID-19 prevention equipment followed by marked signed of social distancing
and temperature thermometer. The findings show that the availability of clean water with soap
was ranked higher in shopping (85.1%), hospital and other health facilities (84.5%) whereas
churches were reportedly perceived to have moderate capacity to avail water with soap (64%).
Likewise, foot pump hand washing station were very highly perceived to be predominantly
available in hospitals and other health facilities (85,.3%), shopping (81.9), banks (81.5%) as
opposed to churches whose capacity to avail foot pump hand washing hand was moderate
(64.5%). The study further reveals that the availability of temperature thermometers and
31 | P a g e
marked signs for social distancing were relatively less available in some public gathering spaces.
These include for instance 7.5% of availability of marked signs for social distancing in hospitals
and other health facilities and 26.2% of availability of temperature thermometers in beauty hair
salon.
However, the marked signs for social distancing was perceived to be largely available in
churches (76.9%) and banks (74.4%) while the temperature thermometers were basically
available in hospitals and other health facilities (84.8%).
Based on these findings, one can argue that the Government of Rwanda has managed to avail
COVID-19 prevention equipment by allocating required resources in a bid to contain the spread
of the COVID-19 pandemic. As a matter of fact, the Rwanda public health response to COVID-19
has been robust and rapid. It is in this perspective that the Germany’s renowned Robert Koch
Institute (Germany’s central scientific institution in the field of biomedicine) on June 18,
announced that it is no longer considering Rwanda as a Covid-19 risk area, owing to the
country’s recent containment measures against the virus (New times, June, 19, 2020).
The government of Rwanda has demonstrated high-level leadership and taken swift action to
tackle the risks associated with the ongoing pandemic. However, the financial support from
development partners, for instance the International Monetary Funds (IMF) and the World
Bank (WB) has been instrumental to avail resources from which the COVID-19 prevention
equipment was procured. The World Bank Country Manager for Rwanda, Yasser El Gammal
also emphasized on the effort of the GoR and the financial support from development partners
in lowering the spread of the disease. In a World Bank press release of 1 st May 2020, He Said: “I
am confident that with the high-level leadership, the resilience of the Rwandans, swift action
taken by the government, and support from the World Bank and other development partners,
Rwanda can bend the curve on this pandemic and get back on track”.
5.6. Level of satisfaction of citizens satisfaction with service delivery during the lockdown
The survey investigated citizens’ levels of satisfaction with regard to the relief assistance,
essential services and other services provided to them during the lockdown period. These are
illustrated in the section below
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Table 2:Eligibility for relief assistance from Government during COVID-19 lockdown
QUESTION RESPONSE FEMALE PERC MALE PERC TOTAL PERC
WERE YOU ELIGIBLE No 662 79.3% 1327 82.6% 1989 81.4%

FOR GOVERNMENT
Yes 173 20.7% 280 17.4% 453 18.6%
RELIEF ASSISTANCE
DURING LOCKDOWN Total 835 100.0% 1607 100.0% 2442 100.0%
PERIOD?
The survey investigated citizens’ levels of satisfaction with services provided to them during the
lockdown period. On the issue of eligibility for government assistance during the COVID-19
lockdown, the survey results as indicated in figure 15 above showed that 79.3% of the female
and 82.6% of the male respondents were not eligible while 20.7% of the females and 17.4% of
the males were eligible. Overall, 81.4% of the respondents were not eligible while 18.6% were
the ones eligible. The overwhelming majority of respondents who were not eligible to receive
relief assistance provided the following reasons for which they were not entitled to that
assistance.
Table 3: Reasons for non-eligibility to receive relief assistance
Question Response Counts Percentage
10.2 If no, for which reasons? Don't know 798 40.1%
I didn’t need assistance and 357 17.9%

self-reliant
Relief assistance (food or other 470 23.6%

essentials needs) was not
enough to serve all needy
Selection of eligibles was not 193 9.7%

fair and based on favoritism
Other reasons 171 8.6%
Total 1989 100.0%
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It is indicated in the figure above that 17.9% said they were self-reliant; 23.6% said that the
relief assistance was not enough for all the needy people; 9.7% said that the selection of eligible
recipients was based on favoritism; 8.6% gave other reasons while 40.1% didn’t know why they
were not eligible.
According to the reasons given by surveyed people, the selection of beneficiaries for the relief
support from Government was done with some element of unfairness as also evidenced by the
testimonies from the FGD participants.
A Motorcyclist in Kigali claimed: “There was favoritism in the provision of the support to
motorcyclists. The president of our cooperative registered my name on the list but I did not
get it. Later on, he told me that the support was given to people who had consecutively paid
their three-month contribution and fees to the cooperative. This was impossible for me
because I had an accident before the outbreak of Covid-19 and failed to pay the contribution”.
Another motorist who operates in Kigali pointed out this: “So many motorcyclists did not get
the government support because our federation announced that it had supported all
motorcyclists countrywide while it had not. Following the claims of motorcyclists on radios,
our village accepted to put us on the lists of government support beneficiaries and we finally
got 3kg of Kawunga (maize flour), rice and beans”.
Yet another participant in an FGD in Gasabo explained his ordeal: “For the first phase, the local
leaders declined to put me on the list saying they cannot support people who are single. I got
the support for the second phase and only got 1kg of beans and 1kg of Kawunga”.
These testimonies corroborate the views of the 81.4% of people who were denied eligibility to
relief assistance due to insufficiency or simply ignoring the reasons. As testified by some
motorcyclists interviewed in Kigali City, among other reasons of non-eligibility may also include
favoritism. Notably, this behavior mainly practiced by the local leaders contravened some of
the principles that shape, guide and or regulate the conduct of persons involved in public
service delivery. By these principles, local leaders should not act or take decisions in order to
gain financial or other material benefits for themselves, their family, or their friends.
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Table 4: Frequency in receiving relief assistance
Questions Response Counts Percentage
How often did you receive Every week 30 6.6%

it?
Once in a month 214 47.2%
Twice a week 209 46.1%
Total 453 100.0%
The previous indications are that most (47.2%) recipients received the relief assistance once in
a month; followed by 46.1% who received it twice a week and 6.6% who received it weekly.
These statistics reflect a compromised service delivery exercise. There was no exhibition of
fairness and transparency in distributing relief assistance when some beneficiaries receive it
only once in a month while others received twice a week. The discrepancy means that those
distributing the relief items favored some beneficiaries, or there was corruption somewhere to
prompt the eligibility for a second or thrice round. Again, the above testimonies reflect lack of
transparency and fairness in the distribution of relief assistance.
The survey also, explored to establish the appropriateness of timing in the distribution of relief
assistance.
Table 5: Timing of relief assistance distribution
QUESTION RESPONSE PERCENTAGE

COUNTS
DID THE RELIEF It came 144 31.8%

ASSISTANCE late
COME ON TIME
It came on 304 67.1%
OR IT CAME LATE
time
WHEN PEOPLE
WERE ALREADY Neither- 5 1.1%
AFFECTED? Nor
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Total 453 100.0%

The results in the figure above show that 31.8% of the respondents said that it came late when
people were already affected; 67.1% said that it came on time and 1.1% could neither tell
whether it came on time or late. An important proportion (31.8%) of people who received the
assistance with delay would starve after consuming the food within a few days and then wait
until after a month that they receive another package of relief. The packages and their
distributions should have been planned well in advance to ensure that the beneficiaries receive
enough relief to take them till the next distribution.
The survey further explored to establish whether the respondents thought or felt that there
were any other essential services that had not been provided during the COVID-19 lockdown.
The results are shown in the table below.
Table 6: Peoples’ perception on whether there were any essential services not provided during
the COVID-19 lockdown period
Are there any essential services Don't know 455 18.6%

that have not been provided
No 1425 58.4%
during COVID-19 lockdown?
Yes 562 23.0%
Total 2442 100.0%
A non negligeable proportion of respondents (23.0%) said that they have not received any
essential service during COVID-19 lockdown. As indicated previously, quality of service delivery
(in this case reflected by citizens’ perceptions) is about what is done for the people, when it is
done (the timing), how it is done, how much of it is done and how any emerging issues are
handled in consideration of the social, cultural, economic, religious etc. If some citizens felt that
they were some essential services left out during the COVID-19 period, this is something the
Government should ponder upon.
The survey did explore the respondents’ rating of the level of satisfaction with service delivery
or support from Government officials during the COVID-19 lockdown.
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Table 7: Level of satisfaction of service delivery or support from Government officials
Questions Response Counts Percentage
10.8 To what extent do you rate Dissatisfied 72 15.9%

the level of satisfaction of service
Don't know 2 0.4%
delivery or support from
government officials during Mostly dissatisfied 48 10.6%
lockdown period?
Mostly satisfied 164 36.2%
No response 5 1.1%
Not satisfied at all 8 1.8%
Very satisfied 154 34.0%
Total 453 100.0%
The results indicated that majority of respondents (around 70%) were satisfied with the service
received or support from the government officials during the lockdown where 34.0% were very
satisfied; 36.2% were mostly satisfied. On the other side, 15.9% were dissatisfied; 10.6% were
mostly dissatisfied. The presence of some people who were dissatisfied (15.9% dissatisfied
10.6% mostly dissatisfied relates with issues of fairness, transparency, integrity and
accountability in service delivery as already highlighted in the reviewed literature. Also, from
the qualitative results, participants expressed various scenarios and ordeals whereby some
people experienced a reasonable level of dissatisfaction with service delivery during the COVID-
19 pandemic.
In this regard, a participant in an FGD in Remera pointed out: “In Remera, Rukili I,
Amajyambere Village, we got the government’s relief support only once and it was not
sufficient”.
A Private School Teacher in Gasabo pointed out: “Some vulnerable people lamented that they
had not been registered for the support. The local leaders responded to them that they do not
live in that village and that they were unknown in the area while they lived there for long
time ago”.
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The survey further explored to establish the extent to which respondents agreed or disagreed
with statements concerning quality of service delivery to needy people during the COVID-19
lockdown. The results were as indicated in the table below.
Figure 11: Net satisfaction (agree and strongly agree) on quality of service delivery during
COVID-19 period
Again, the study shows that during the COVID-19 pandemic, a large majority of people were
satisfied by the service delivered to them as evidenced by the figure above. The highest
satisfaction with service delivery in this period was attributed to mainly three categories of
service providers such as government restrictions controlling bodies, security forces and local
leaders. This finding confirms the efficacy of the government of Rwanda in containing the
COVID-19 pandemic as explained above.
5.7. Transparency, accountability, fairness, and integrity in public service delivery during the
COVID-19 period
5.7.1 Transparency in selection of most relevant beneficiaries of the relief items during
COVID-19
The survey sought to establish peoples’ perceptions about level of transparency in selecting
those eligible for relief assistance during COVID-19 period. The results are shown in table 15
below.
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Table 21: Rating transparency in selecting beneficiaries of relief assistance during COVID-19
period
11.1 How transparent was the Don't know 208 8.5%

selection of the most relevant
beneficiaries of relief items (food Not sure 626 25.6%
and sanitation items) by the
Not transparent 70 2.9%
Government of Rwanda during
COVID-19? Somewhat 357 14.6%
transparent
Transparent 970 39.7%
Very transparent 211 8.6%
Total 2442 100.0%
Cumulatively, a significant proportion of respondent (48.3%) perceived that the selection of

beneficiaries of relief items was transparent. Also, the results showed that 25.6% of the
respondents were not sure whether the selection had been transparent or not, and 8.5%
responded that they did not know. While it is important to note that the majority of
respondents perceived the selection of beneficiaries of relief items as transparent, it is also
equally essential to show that cumulatively, another significant proportion of respondents
(37%) do not know anything about it, are not sure and that the selection process was not
transparent. This requires concerted efforts from both the public servants and members of the
community to promote transparency in service delivery. The community members are
particularly encouraged to hold their leaders accountable.
The above situation is further revealed by testimonies captured from respondents during FGDs
and which indicate that there were instances when citizens felt that they were treated unfairly.
For example, VUP beneficiaries did not get the support just because they worked in VUP. A VUP
beneficiary in Musanze, Cyuve pointed out: “Our sector provided the support to different
people but denied the support to VUP beneficiaries. Local leaders told us that it’s because we
work in VUP. We could not even go at the sector’s office to claim because they were hunting
us”.
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Another participant of the FGD explained (a bar worker in Kanombe, Kicukiro):“I was pregnant
when the lockdown started. The life became very bad in our family because I was not working
and my husband was motorcyclist. None of us was working. We did not even get the
government support! We once called the phone number that was used by citizens
countrywide who needed the support and they sent the head of the village to see if we were
really poor. When he, came, he saw that I am pregnant and vowed to give us the support.
However, did not come back and did not get the support. The process was not fair”!
5.7.2. Perception and experience of corruption during COVID-19 situation

Regarding the issue of level of corruption during the COVID-19 period, the results of the survey
were as indicated below.
Table 8: Perception on the level of corruption during COVID-19 period
11.3.1 How do Decreased 1073 43.9%

you evaluate the
Don't know 656 26.9%
level of corruption
in service delivery Increased 240 9.8%
during this period
of coronavirus Remained the same 473 19.4%
pandemic?
Total 2442 100.0%
As indicated in the figure above, the results showed that 43.9% of the respondents were of the
view that corruption decreased during the COVID-19 period; 26.9% did not know what to
comment about the corruption level; 9.8% thought that it increased and 19.4% were of the
view that corruption level had remained the same. The above statement on the status of
corruption during COVID-19 indicate that corruption exists though decreasing. This also
indicates that service delivery in getting food assistance or essential services were affected with
some levels of corruption in this period. The testimonies from FGD participants also reflect the
existence of corruption in providing Government support and other essential service during the
COVID-19 lockdown period.
A Primary Private school teacher in Gikondo, Kicukiro testified: “I once received the
government support. They only gave me 2kg of Kawunga and beans but beans were very old
40 | P a g e
and consumed a lot of charcoal to be ripe. Despite the poor quality and small quantity, there
was corruption and embezzlement because some local leaders took the support that was
supposed to be provided to beneficiaries. There are many people who did not get the support
while they had been registered among beneficiaries”.
Also, during FGDs, the survey captured testimonies about corruption. A Motorcyclist in Kigali
narrated his ordeal during the FGD proceedings: “The security guards of motorcyclists are very
corrupt. The first day when motorcyclists were allowed to resume their work after the covid-
19 lockdown, I had no insurance. In addition, I had no money and used my driving permit as a
collateral to get the sanitizer from the pharmacy. When the security guard caught me driving
without the permits, he told me to give the bribe of 10,000Rwf. Because I had no money, I
agreed to bribe him 5,000Rwf. To get the whole amount, I called my friend who lent me
3,000Rwf and added it to 2,000Rwf that I had”.
Table 9: Service providers most involved in corruption during the COVID-19 lockdown
11.3.2 The following are the most Employers 130 5.3%

involved in corruption during this
Local leaders 971 39.8%
COVID-19 pandemic
Others 1038 42.5%
(motorcyclists’
supervisors)
Police 241 9.9%
RIB 62 2.5%
Total 2442 100.0%
According to the results in the figure above, local leaders featured most in the perception of
corruption-related service delivery. This is a serious issue since local leaders are the ones in
close interaction with the people they lead and are supposed to adequately know their needs
and should act in a way that is fair in order to satisfactorily address the needs of the people
they lead.
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The above-mentioned categories of people as having encountered corruption reflect the issue
of non-transparency, unfairness and inadequate or improper accountability in service delivery
during the COVID-19 pandemic period. This was a contravention of the principles that govern
public service delivery as highlighted in the reviewed literature.
Also cited during FGDs is the concern that police officers instill terror into motorcyclists in order
to prompt them to pay bribes. A motorcyclist in Kigali explained during the FGD.
“ZAKEHOSE” slang was pointed out as being used to exploit motorcyclists by demanding bribes
from them. This form of corruption was reported to be among the taxi-moto supervisors. For
example, a motorcyclist in Kigali explained: “When a taxi-moto supervisor tells you a slang
ZAKEHOSE, you should know what he wants to mean. This is a new slang that is being used to
demand corruption. So, you give him something so that he does not report you to police even
if you may be innocent”.
[Note: ZAKEHOSE in full means IMBABURA ZAKEHOSE (let Charcoal cooker be lightened in all
households – in the home of motorcyclist and the taxi moto supervisor)].
Another Motorcyclist in Kigali testified about corruption among the moto-supervisors: “There is
corruption among taxi-moto supervisors. They once stopped me and found that I had not yet
paid the fees to my cooperative. Supervisor told me: ‘Reba uko Ubigenza nk’umugabo’
(meaning find a way to act as a man) I instantly knew what he wanted to mean, gave him
2000Rwf and let me go scot-free”.
Another motorcyclist testified: “I was once heading to Nyanza Kicukiro from Nyamirambo. The
moto-taxi supervisor harshly removed me from my motorcycle and told me that the client had
a very small headwear. He told me: “Be active and don’t wait for me to tell you what to do
because I will report you to Afande (a police officer).” I gave him 2,000 and let me go”.
All the above qualitative results indicated and confirm the idea that public service delivery
during the COVID-19 period was extensively marred with issues of non-transparency, unfairness
and inadequate accountability. Yet according to the reviewed literature transparency, fairness,
integrity and accountability are principles which shape the quality of public service delivery.
On the issue of consequences due to lack of standardized fines for violation of COVID-19
preventive measures, the survey results showed that 29.8% of the respondents were of the
view that there was feel of injustice among the culprits; 29.0% thought that it encouraged some
authorities to ask for bribe; 13.4% were of the view that it encouraged some authorities to over
fine the culprits, while 27.8% thought that it could have caused other forms of consequences.
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Table 10: Consequences due to lack of standardized fines for violation of COVID-19 preventive
measures
11.3.4 How do you evaluate Feeling of injustice for 728 29.8%

consequences of lack of culprits
standardized fines for violation It encouraged some 707 29.0%
COVID 19 preventive measures authorities to ask for bribe
It encouraged some 328 13.4%

authorities to over fine
culprits
Others 679 27.8%
Total 2442 100.0%
The results in the table above indicate that the most consequences would be for the citizens to
experience injustice and encouraging those in positions of authority to ask for bribes (a form of
corruption). These results are an indication that there was unfairness in public service delivery
during the COVID-19 period. This should express the importance of having in place standardized
fines for specific offences as absence of these standards leave citizens vulnerable to any form of
injustice, harshness, blackmail, threat or other unfair treatment by people in positions of
authority. Yet as already pointed out in the reviewed literature, these public officials are
supposed to serve citizens with transparency, fairness, accountability and integrity.
As evidenced by the qualitative data, some citizens were victims of over fine that was charged
by local leaders during COVID-19 period. This is testified by a motorcyclist interviewed in
Nyamagabe district. As a way to terrify businesspeople and give them something (bribe), the
local leaders used to close boutiques/shops before the curfew hour deadline. Moreover, there
were some who could exceed the hours and no one could close their businesses. When we
tried to inform them (local leaders) that there were many others working after the curfew,
they responded: “Who chose you to be a journalist?”
The issue of unfair treatment by those in position of power was highlighted in FGDs in Kigali City
where participants evoked a kind of intimidation occurring during the curfew hours which could
even be considered as injustice. According to a participant, “While arresting people who broke
covid-19 preventive measures, sometimes RNP officers did not observe social distancing
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measures as to reduce the risks of the spread of the pandemic. There are cases of citizens who
were parked together in the same cars by the police officers without obeying social distancing
measures”.
Another testimony the injustice during COVID-19 was collected during a FGD in Burera district.
“Police did not have good behaviors in Gahunga sector (Burera district). They used excessive
power to force citizens close shops and go home before the curfew hour. There is a case of a
police officer who continuously beat citizens here in Gahunga Centre. Fortunately, he was
deployed in another region when citizens tirelessly claimed that he was beating them every
day”.
Regarding the issue of whether the respondent or a member of her/his household had
experienced any form of corruption during the COVID-19 situation the survey results are shown
below.
Table 11: Experience of corruption during COVID-19 lockdown
11.3.5 Did you or anyone in your Don't know 57 2.3%

household experience corruption (Bribery,
No 2215 90.7%
nepotism, favoritism, sexual favors or
gift?) during COVID-19 Yes 170 7.0%
Total 2442 100.0%
From the above table, results showed that 7.0% of respondents experienced corruption during
COVID-19 period. Obviously, there is no way corruption may co-exist with quality service
delivery. The qualitative data confirmed this finding. A Private School Teacher in Gasabo
narrated: “Though I did not bribe anyone but I heard my neighbors saying there was no
fairness in the provision of the support. There are so different reasons for corruption. One of
them is that people were very hungry and could be trapped to give bribes so that they can get
the support and survive”.
During the COVID-19 pandemic corruption featured a lot during the curfew hours. A
motorcyclist in Kigali pointed out this during an interview: “I was arrested after the curfew
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hour and charged 10,000Rwf fines. Later in the morning, one of the people who had arrested
me in my village brought the receipt of only 1,000Rwf indicating that I had paid the fees for
security night patrol - ‘amafaranga y’umutekano’.
Also, a Private School Teacher, now a salon stylist in Kicukiro due to Covid-19 testified: “Our
salon sometimes does not obey curfew hours because our boss bribes Security guys
(Inkeragutabara) and they ensure our safety and security when we have many clients in the
night. They are the ones who let us know that police are coming”.
Table 12: To whom corruption was paid
11.3.6 To whom did you or anyone in your Don't know 3 1.8%

household pay bribe?
Employers 17 10.1%
Local leaders 60 35.5%
Others 44 26.0%
Police 45 26.6%
Total 169 100.0%
For those who experienced some form of corruption, the survey found out that 10.1% paid the
bribe to Employers; 35.5% to Local leaders, 26.6% to Police; 26.0% to other categories of
people while 1.8% did not know to whom the corruption was paid. Again, according to the
above figure, local leaders are the ones who most got involved in corruption, followed by
police. This is unfortunate since local leaders are the ones in constant interaction with the
community members and are expected to be knowing the socio-economic status of the people
they lead and should act objectively to ensure that their communities’ benefit from the relief
assistance program. The results confirm the issue of corruption as having existed (as per the
respondents’ perceptions) since respondents expressed the fact that some people experienced
some corruption and ranked those who were perceived to have obtained the corruption in the
various forms.
The survey also investigated the forms in which corruption was done among those who
experienced it and the results are shown in table below.
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Table 13: Forms of corruption during COVID-19 lockdown period
Frequency Percent
Bribery 133 79.6%
Don't know 8 4.8%
Favoritism 14 8.4%
Gift 3 1.8%
Other form of corruption 7 4.2%
Sexual favors 2 1.2%
Total 167 100.0%
According to the above table, results showed that 79.6% of the respondents cited bribery; 4.8%
didn’t know; 8.4% mentioned favouritism; 1.8% cited gift; 1.2% mentioned sexual favours and
4.2% mentioned other forms of corruption. This means that during the COVID lockdown it is
bribery which featured most, followed by favouritism in one way or another. That state of
affairs is reflected in the testimonies that were captured during the FGDs.
A worker in a bar/bar-turned restaurant in Kigali said during a Focus Group Discussion: “There is
a high prevalence of corruption and sexual exploitation in hotels and bars. It happened to me!
When hotel operations were resumed amid the Covid-19, a friend of mine told me he/she had
got a job for me in a good hotel outside Kigali. The Owner sent me a ticket and I boarded a
taxi to go to meet him. He told me: If a client is happy with you, you should accept to sleep
with him. You will have to use our room and I will dismiss you I find out that you accept go to
another lodge with the client. I asked him: Does your service package to your clients include
girls? He responded: Girl, you cannot work here for so long! Anyway, I see you are very
beautiful, would you accept to have sex with me if I want to? I directly left him and turned
down his job offer”.
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Another worker in a bar in Kigali who participated in the FGD said: “It is said that some girls get
jobs after having sex with their bosses. Sometimes the managers of hotels and bars exploit us
and at the end of the day refuse to give us jobs they promised”.
Corruption in the provision of the government support to vulnerable people amid the pandemic
featured a lot during the FGD proceedings. For example, a tailor in Kanombe, Kicukiro testified:
“There was favoritism in the provision of the support. For instance, there are households with
the same members who were given different quantities while there are families with few
members that got huge support than those with many members. I myself experienced the
effects of corruption too. I was registered more than five times among the beneficiaries of the
support but got it once. When I went to the sector’s office, they told me I was not on the list.
Some vulnerable people with bad life conditions did not get the support while there are rich
ones who got it”.
Corruption was also mentioned in regard to the provision of the support to motorcyclists. For
example, a motorcyclist in Kigali testified during an FGD: “The federation of motorcyclists
announced that all of us got the support but it is not true. The presidents of cooperatives
distributed the support a few motorcyclists selected basing on nepotism and favoritism. When
our cooperative supported 10 of those selected members, they announced that all 50
members received the support”.
What the above results depict is that corruption existed during the COVID-19 period, in various
forms and was obtained by various people in varying levels or grades. As already explained,
corruption negatively influenced the quality of public service delivery during the COVID-19
period. This explains the non-transparency, unfairness and improper accountability and lack of
integrity exhibited in the survey results.
The survey further explored the amounts of money that was paid as corruption and the results
showed that most people (16.4%) paid RwF 10,000 followed by those (15.1%) who paid RwF
5,000 and in the third place were those who paid RwF 2,000. The entire set of results is
indicated in the table below.
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Table 14: Amounts of money paid as corruption
Amount Percent
Frequency
0 19 12.5%
300 1 0.7%
500 4 2.6%
700 1 0.7%
1000 10 6.6%
2000 16 10.5%
3000 5 3.3%
5000 23 15.1%
6000 1 0.7%
7000 1 0.7%
8000 1 0.7%
10000 25 16.4%
15000 10 6.6%
20000 11 7.2%
25000 1 0.7%
30000 4 2.6%
40000 2 1.3%
50000 8 5.3%
60000 2 1.3%
100000 4 2.6%
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Amount Percent
Frequency
150000 1 0.7%
200000 1 0.7%
2000000 1 0.7%
Total 152 100.0%
The results in the above table indicate that most people paid bribery of RwF 10,000 followed by
RwF 5,000 and RwF 2,000. Probably these were the amounts that could be paid hastily during
bribery (either paying one note of 10,000 or two of 5,000 or five of 2,000 – without the hustle
of looking for change).
A participant of an FGD in Remera Sector mentioned this: “My friend was arrested after the
curfew hour. She called me on phone and asked me to give her night jacket before being
taken to the stadium. When I turned up, the night security person (Umunyerondo) demanded
7,000Rwf as bribe to free her and told us to use mobile money through another phone
number that is not registered on his name. We ended up paying him 5,000 and let our friend
go”.
Yet another participant of the FGD, a bar worker, narrated: “I met a friend and bought me a
bottle of alcohol at a boutique. The police directly came and arrested us because it was after
9pm, the curfew hour. The owner of the boutique said: “Afande, are you for sure taking my
clients?” We instantly started collecting money, like 2,000Rwf per person and gave it to the
police officer who let us go scot-free”.
The qualitative results further confirm the quantitative results as per the grievances and
complaints expressed in the responses made by the respondents of the survey. All scenarios
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highlighted in the quotes are an indicative of how corrupt the service delivery was during the
COVID-19 period.
5.8. Impact of COVID-19 restrictions on citizens’ primary needs
The effect of COVID-19 on the lives of citizens is reflected in the survey findings. It varies
according to selected aspects of livelihood parameters.
5.8.1. Effect of COVID-19 restrictions on work
The survey results showed that most people were affected by the COVID-19 pandemic as their
works were interrupted as a result of the restriction measures (see table below)
Table 15 Extent of citizens’ work interruption due to COVID-19 restrictions
Work Interruption Count Percentage

Yes 2320 95.0%
No 122 5.0%
Total 2442 100.0%
From the above table, the large percentage of those whose work was interrupted indicates that
most of the citizens experienced the effect (95%). This has an implication on the country’s
economy as it depends in one way or another on the population’s engagement in income
generating activities for the sustenance of their livelihoods. The table below provide details on
the group of workers most affected by the COVID-19 pandemic in Rwanda.
Table 16: Group of workers most affected by the COVID-19 pandemic
Group of people Counts %
People working in motorcycle taxi activities 394 16.1%
People working in bicycle taxi activities 286 11.7%
People working in casual labor 19 0.8%
People working in hair cutting 92 3.8%

salon/beautification
People working in Bars 206 8.4%
People working in mobile money services 24 1.0%
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Group of people Counts %
People working in Restaurant services 21 0.9%
People working in trading services 666 27.3%
People working in school teaching services 70 2.9%
People working in handcrafts and sewing 65 2.7%

services
People working in agriculture and routine 599 24.5%

small businesses
Total 2442 100.0%
These categories of people most affected by COVI were also cited during FGDs. For example,
some teachers in private schools were unable to access bank loans amid the covid-19 while
they had been forced to receive salaries through those banks that are not their cooperative,
Umwarimu SACCO. A Private school teacher in Gisozi, Kigali testified: “Before the outbreak of
covid-19 when we were still working, we were forced to have accounts in certain banks. I had
account in Umwarimu SACCO but the Director of the school forced me to open a new one in
COPEDU. When Covid-19 came, those small banks like mine did not accept to give us loans.
This negatively affected me because I could get the loan if I stayed in SACCO”.
A small busines owner, Niragire Marie Chantal (boutique owner in Gahunga, Burera) explained
how she was affected by COVID-19 : I have now consumed my capital because I’m no longer
making profit while I pay taxes. Before Covid-19, I could make over 8,000Rwf per day as a
profit from my boutique. Today I only get a profit of between 1,500Rwf – 2,000Rwf per day
from my business.
Another Businessman who was interviewed in Rubavu District was also affected by the COVID-
19 restrictions in this way: “ I was negatively affected by the Covid-19 because our advertising
agency is no longer making profit but we registered a big loss due to the nature of the
services we provide. We usually provide services of advertisement and transport of goods to
DRC but all these services were halted by Corona Virus. Amid the lockdown, as the cofounder
and general manager who headed over 50 employees, it was a burden for me because I had
no money to pay them while they all had contracts. In addition to their salaries, I was
supposed to pay rent and taxes. As the solution, the company did not dismiss employees but
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we agreed to give them some basic needs with their families and stopped normal
salaries. Our company’s capital has immediately decreased at 40%, we only have 60% of it
now due to Covid-19 effects”.
Some other business owners lost their businesses due to COVID-19 situation. A bar owner in
Kicukiro Kigali, whose business collapsed due to COVID-19 effect, narrated her ordeal: “I had
invested all my money in a bar business and paid a six-month rent a few days before the
outbreak of Covid-19. I had 11 workers and had purchased so many bottle crates. Due to
effects of Covid-19, I lost everything and I am now a night security guard. I was able to feed
my family at least three times a day (breakfast, lunch and dinner) but it is now very difficult to
get food even once a day”.
Another Bar owner in Gahunga Burera testified during the Burera FGD in Gahunga Sector: “I
was able to make 15,000Rwf – 18,000Rwf daily profit but my bar is still closed ever since the
lockdown started. On the other hand, the saving groups that had given me a loan are still
counting the interests while I do not have money to pay them”.
In terms of gender, more males (95.7%) were affected than females (93.7%) and for those who
were not affected, 6.3% were females and 4.3% were males. This is probably due to the fact
that in most households, males are positioned as the family’s bread earner so when it came to
being affected in terms of work more of those who got affected were definitely males.
Figure 12: Extent of work interruption by gender
93.7% 95.7%
Of female interrupted Of female interrupted
their work because of their work because of
COVID-19 COVID-19
However, females experienced sexual exploitation in order for them to access what they
needed to survive during the COVID-19 lockdown. This was revealed in the testimonies
captured during the FGDs.
Sexual exploitation in bars/hotels: Covid-19 sparked the tendency of exploitation due to fear to
lose jobs. A Bar worker in Gikondo, Kigali testified: “I’m always having strife with my boss
because I refused to have sexual intercourse with him. Before Covid-19, he once gave me a
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suspension of two months. It also happened to other two colleagues of mine. When they
turned down boss’ wish to exploit them sexually, he dismissed them”.
Another sad testimony of sexual exploitation is the scenario of a bar worker who lost her job
and had to resort to sexual encounters in order to earn a living. The bar worker in Kanombe,
Kicukiro – Kigali testified during the FGD: “After losing my job due to Covid-19, I started living a
miserable life. I now call men who were my friends and beg them to give me at least
1,000Rwf to buy food. After sending me the money, those men come home to visit me and I
accept to have sex with them because it is the only way I can earn money. I accept to sleep
with them not because I love them but because it is the only way I can survive”.
On the effect of COVID restrictions on peoples’ monthly incomes or earnings before and during
the lockdown, the survey results showed that before COVID-19 most people (23.2%) were
earning between 11,000 to 30,000 Frws and during the lockdown most people were now
earning 10,000 Frws and below, implying that COVID restrictions reduced peoples earning
levels. This is expected since peoples’ work was interrupted [so they could no longer earn
income as they used to before COVID-19 pandemic).
As regards the effects of COVID-19 on peoples’ daily life, the survey results showed that most
people (60.5%) were affected in terms of lack of money from income generating activities
followed by the 17.1% who were lacking salary. This is supported by the fact that as already
explained above most people had their work interrupted (whether from salary earnings or
doing income generating activities).
Figure 13: Effects of COVID-19 on peoples’ daily life
60.5% 7.2%
17.1% 8.5%
Lack of
money from
income Lack of Other effects
Difficulty to go and
generating salary
work for other people
activities
Source: Primary data in exchange of Other effects
foodstuff or money
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A Private School Teacher in Gasabo narrated his experience during the FGD in Remera Sector: “I
was much affected by the covid-19 because the school instantly suspended my contract when
the government announced the closure of the schools”. Another private school teacher
expressed his ordeal as follows: “I was very much affected by corona Virus because my
contract was terminated. Our accounts are now empty because we used all our savings and
it’s as if we were thrown in deep holes. Some teachers are working in construction and what
is more dismaying is that our students may see teachers doing such jobs. Consequently, this
will affect our reputation when they come back to school”.
Yet another participant in the FGD explained: “When the schools were closed in March, our
school did not directly suspend teacher’s contracts, it did so when the government announced
that the school would resume in September. From my observations, private school teachers,
motorcyclists, and workers in hotels and bars were most affected. People in hotels were
dismissed others are paid 30 – 50% of their salaries. When the bar resumed operations as a
restaurant, our boss gave us two choices. 50% Pay cuts of all the employees or termination of
the contracts of some. We all chose the paid cut because no one knew the one to be
dismissed”.
Regarding the number of meals eaten by households before and during the COVID-19
lockdown, the survey results showed that before COVID-19 most people (58.1%) were having
two meals a day while during the lockdown most of them (44.2%) were now eating only once
per day. This happened because people especially those whose households depend on
purchased food could no longer buy enough food for their families as their work had been
interrupted and they were no longer earning income.
Table 17: Number of meals eaten per day before and during COVID-19
Before the period of covid-19 Frequencies Count Percentage
None food 5 0.2%

for some
days
Once 224 9.2%
Triple 794 32.5%
Twice 1419 58.1%
Total 2442 100.0%
During the period of covid-19 Don’t know 2 0.1%
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None food 215 8.8%

for some
days
Once 1080 44.2%
Triple 142 5.8%
Twice 1003 41.1%
Total 2442 100.0%
The results in the above table are supported by the testimonies which were captured from
respondents during FGDs.
A bar worker testified during an FGD in Nyamirambo Sector: “Before Covid-19, I worked in a
bar owned by my brother. As a single mother, I can say he used to give me much more than
the salary because he was the one who took care of my children and paid rent for me. Due to
covid-19 effects, my brother sold most of assets he had in a bar and it is very difficult to get
food. While we were able to get food three times a day, we eat once a day by grace of God
because we got the government support”.
A Primary Private school teacher in Gikondo, Kicukiro testified: “Covid-19 came in March when
my wife had given birth a month before (in February). I was negatively affected because I had
already used my money and then the school suspended my contract. I was able to feed my
family three times a day but this is now impossible because we take food twice. Sometimes, I
and my wife do not take dinner and give it to our children. I even sold a piece of land I had in
my hometown in Nyaruguru to get money to take care of my family”.
A private school teacher narrated his ordeal as follows: “It is very difficult to get food since the
suspension of my contract. I used to get food three times a day but I eat once and sometimes
do not get anything to eat. As someone who depended on my salary, the lockdown was much
worse because I only got food and money from my parents and relatives”.
Another participant had this to say during the FGD proceedings: “When I finished all my
savings in the lockdown, I started facing direct effects of the pandemic. Getting meal was
difficult and the number of times reduced. Sometimes, I could eat nothing the whole day. I
55 | P a g e
lost weight and became slim due to hunger. When I will go back to school, I think my students
will not know it is me”.
Narrating what he went through together with his family members, a participant in FGD in
Bugesera, Ntarama sector said: “I was working in the farms of my neighbors but the income
was lower during the pandemic, only 700 per day. I reduced the quality and quantity of the
food that my family consumed. My young children only got food once a day”.
The survey results indicated that when COVID-19 situation set in, people could no longer eat as
many meals as they used to before the COVID situation. This is evidenced by the fact that those
who were feeding only once a day increased from 9.2% to 44.2%, then those previously eating
twice a day decreased from 58.1% to 44.1% while those previously feeding triple meals reduced
them from 32.5% to only 5.8%.
Table 18: Levels of peoples’ access to food during COVID-19 lockdown period
Feeding frequency Before COVID-19 After COVID-19

Counts % Counts %
No food for some days 5 0.2 215 8.8
Once 224 9.2 1080 44.2
Twice 1419 58.1 1003 41.1
Triple 794 32.5 142 5.8
Total 2442 100 2442 100
The fact that people reduced the number of meals when COVID-19 set in relates to the effects
of COVID-19 highlighted above. One of the effects highlighted is the limitation in accessibility to
food. On whether the renting people continued to rent at same amount of money even when
the COVID-19 pandemic set in, the survey results showed that most people (63.6%) were paying
different amounts. This is supported by the case stories/narratives from respondents which
indicated that during COVID-19 many landlords increased the rental money yet the tenants
were not able to pay and they had to shift to other places where they could afford the rentals.
Figure 14: Impact of COVID-19 on the capacity of renting house
63.6% kept paying the 36.4% didn’t pay the

same rent in spite of same rent during COVID- 56 | P a g e
COVID-19 crisis 19 pandemic outbreak
The results in the above table are in line with the testimonies which were captured from
respondents during the FGDs. The lockdown also made house rent payment very difficult. While
contributing during the proceedings of the FGD, a participant in Gasabo pointed out: “When I
got the loan from SACCO, the landlord demanded rent payment. Because I had a big debt, I
decided to leave the house without paying and rent another one together with a friend.
Hitherto, I have another debt of many months that I have not paid the new landlord”.
A motorcyclist operating in Remera Sector expressed his concern during the FGD: “When the
lockdown ended, I immediately moved to a very small and cheap ghetto. Most of
motorcyclists have moved to cheap and affordable houses where they pay at least 10,000Rwf.
The challenge is that those houses are found far in the city and we drive a long distance
coming to work”.
Another one narrated how he had to move his family to another place due to failure to pay
rent. “My landlord dismissed me because I could not afford his 40,000Rwf month rent. My
family (child and wife) then moved a very small house that we can afford”.
Yet another Motorcyclist in Kigali explained: “My landlord forfeited 90,000Rwf lease that I
owed him. When motorcyclists were allowed to work again the landlord demanded the
money. It is difficult to pay, for me I earn less than 5000Rwf a day while I could make over
10,000Rwf a day before covid-19”.
Some families decided to move from expensive rent houses to cheaper ones. A Primary Private
school teacher in Gikondo, Kicukiro narrated: “The landlord used to tell me that he would
dismiss me because I was not able to pay rent and electricity and water bills. At the end of the
day, I decided to leave and rent a cheap house in June. Due to financial incapability, I also
moved again to another house (the third one amid covid-19) in August”.
Even paying for the utility bills became a problem since money was scarce due to not working.
On this issue a participant in the Gasabo FGD in Remera Sector explained: “It is not easy to
afford water and electricity bills. I once spent two days without electricity for I had no money
to pay the bill and the landlord decided not to pay for me as a result of my failure to pay the
rent”.
The survey further examined the effect of COVID-19 on accessing health services. This is shown
in the figure below.
Figure 15: Extent of effect of COVID-19 on accessing health services
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The survey indicates that during COVID-19 , most of people (35.4%) were affected in terms long
distance to health center while others (23.6%) were affected by lack of money to pay for
medical services. This was so because movement was restricted and so people found it difficult
to reach to the health centers since these were far away. The people could not pay for medical
services because they were no longer earning income as their work had been interrupted.
The results in the above table relate to the testimonies which were captured during the FGDs.
For example, VUP beneficiaries in the Ubudehe category 1 did not get on time government
insurance (some were not allowed to access health services because there was a delay in the
payment of mutuel de sante).
A participant in FGD in Musanze, Cyuve explained during an FGD: “Due to lack of transport
facilities, it took me three hours to transport my wife with a bicycle to the hospital. We could
usually use only 30 minutes but there were no other means of transport”.
Due to hardship some people delayed to go to hospital until the sickness became very serious.
A Bar worker in Gikondo, Kigali narrated during the FGD: “My mother seriously fell sick but I
did not take to the hospital because I had no money. When I saw she was not recovering, I
went to a community health worker (Umujyanama w’ubuzima) and diagnosed her with
malaria. Due to a delay to get treatments, my mother was negatively affected and is, as yet,
suffering from back pain”.
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6. CONCLUSIONS AND RECOMMENDATIONS
6.1 Conclusions
The survey analysed the level of awareness of COVID-19 preventive measures in the
community; the effectiveness of communication channels about the preventive measures of
COVID-19; examined the level of satisfaction of citizens with regard to services received during
the lockdown period and identified the reasons for dissatisfaction; and analysed the extent of
transparency, accountability, fairness, integrity in the delivery chain of services and support
from the government officials (compliance assessment).
The survey also analysed the impact of COVID-19 restrictions on citizens’ primary needs such as
access to health care, access on the markets and affordability of prices, access to banks;
identified groups most affected by the lockdown and analysed its impact on their daily life in
that period, and identified possible challenges and mitigations associated with the
implementation of COVID-19 preventive measures for both the government officials and the
community. The interpretation of the results generated the following conclusions:
The survey results were that during the COVID-19 lockdown period most people in Rwanda
were aware of the COVID-19 preventive measures and they largely complied with them.
However, service delivery in terms of relief assistance distribution to the needy/vulnerable
people was compromised by incidences and scenarios of corruption which was manifested in
bribery, sexual exploitation to female citizens, gifts, favouritism etc.
This resulted in vulnerable people to experience various effects due to COVID-19 restrictions,
which included among other things loss of jobs, collapse of businesses, limitation in accessing
food, health services, education, difficulties in payment for utilities and house rent and
experiencing increased market prices.
The following were the key findings:
6.1.1 Level of awareness of COVID-19 preventive measures in the community

 Most people (96.2%)were aware of the COVID-19 preventive measures.
 The high percentage indicates that information dissemination among the community
was done extensively.
 The very small difference between the percentages of males and females indicate that
information was disseminated to the community without gender bias
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6.1.2 Effectiveness of communication channels about COVID-19 preventive measures

 Rwanda Broadcasting Agency (RBA), telephone messages and road vehicle with loud
speaker are the channels of information that were more effective as they scored highly
in terms of frequency of information dissemination to community
 Ministry of Health, Ministry of Local Government, Community Health Workers and the
Rwanda National Police were more effective sources of information as evidenced by the
high percentage scores in terms of frequency in providing information on COVID-19
preventive measures
 Drones and Private Sector Federation (PSF) were found to be of the lowest effectiveness
in communication as evidenced by 69.5% of responses indicating that people were
never informed by Drone messages; and 42.7% of the responses which indicated that
people were never informed by the PSF.
 The high effectiveness of the channels of information (apart from Drones and PSF) was
exhibited by the high compliance with COVID-19 preventive measures by the
community after becoming aware of the measures (the percentage of compliance is
over 88% at personal level, over 50% at neighbourhood (community) level)
6.1.3 Level of satisfaction of citizens with regard to services received during the lockdown
period
The citizens’ level of satisfaction with services provided during the lockdown was greatly
compromised because the services were characterized with the following factors and actions:
 Unfair selection of eligible recipients of the relief support from Government. Some
eligible people even missed receiving the relief assistance.
 Supplying inadequate amounts of relief food assistance – not distributing according to
household feeding needs. Unfair distribution of relief assistance – giving more relief to
some recipients and fewer to others, who may even be having larger families
 Poor timing (delay) of distributing the relief assistance
 Asking for bribes from culprits by the public service providers especially local leaders,
moto-supervisors and members of the Reserve Force
 Sexual exploitation of female culprits especially in regard to curfew related offences
 Imposing forceful action by people in positions of authority or leadership: for example,
forcing motorcyclists to buy fake sanitizers and then police arrested them that the
sanitizers were fake
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6.1.4 Extent of transparency, accountability, fairness, integrity in the delivery chain of

services and support from the government officials (compliance assessment).
 Transparency, accountability, fairness and integrity in service delivery was compromised
by corruptive actions especially bribery.
 Corruption in service delivery chains still existed during the COVID period even though
43.9% of the respondents were of the view that corruption decreased; 26.9% did not
know what to comment about the corruption level; 9.8% thought that it increased and
19.4% thought that it had remained the same
 Some people in positions of leadership or authority unfairly or wrongly declared some
people as not eligible to receive Government support during the lockdown and this
affected the victims since they had no money to pay bribes for inclusion on the lists.
 Local leaders featured highest in corruption level as evidenced by the 39.8% percentage
of responses
 Lack of standardized fines for violation of COVID-19 preventive measures caused various
consequences (29.8% of the respondents were of the view that there was feel of
injustice among the culprits; 29.0% thought that it encouraged some authorities to ask
for bribe; 13.4% were of the view that it encouraged some authorities to over fine the
culprits, while 27.8% thought that it could have caused other forms of consequences).
 According to the findings corruption was mainly paid to Local leaders (35.5%) and Police
(26.6%).
 Bribery was the most common (79.6%) form of corruption which people experienced
during the COVID-19 lockdown period
 RwF 10,000 was the most common (16.4%) amount of money paid as corruption
followed by RwF 5,000 (15.1%).
6.1.5 Impact of COVID-19 restrictions on citizens’ primary needs and daily life
 Many people lost their businesses because they stopped generating income as they
were no longer allowed to operate during the COVID-19 lockdown period. These
included bar owners, private school owners, taxi owners and motorcyclists.
 Many people lost their jobs for example school teachers, bar attendants, motorcyclists,
hair stylists and others because their employers had closed business due to the
lockdown restrictions
 Many people especially bar attendants and other female citizens who lost their jobs
became very vulnerable to sexual exploitation in order to earn a living.
 Many female citizens who were seeking for jobs after the lifting of the lockdown
experienced sexual exploitation and some of them didn’t even get the jobs after being
used by the infamous bosses
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 Many people experienced corruption in accessing government support (relief

assistance. Because of the unfair approach many had to experience some form of
corruption in order to be able to access the support – either bribery, sexual exploitation
or other form depending on the circumstances at play
 Instilling terror in (sort of blackmailing) the motorcyclists by police officers so as to
prompt them to pay bribes in fear of being arrested or charged of breaking traffic rules.
Some motorcyclists fell victims of such circumstances.
 Because of corruption in service provision, the leadership of the federation of
motorcyclists forced the motorcyclists to buy fake sanitizers but then police officers
arrested them saying the sanitizers were fake.
 Many motorcyclists fell victims of the slang ZAKEHOSE by taxi-moto-supervisors who
extracted bribes from motorcyclists for unfair offence charging
 People could no longer eat as many meals as they used to before the COVID situation.
This is evidenced by the fact that those who were feeding only once a day increased
from 9.2% to 44.2%, then those previously eating twice a day decreased from 58.1% to
44.1% while those previously feeding triple meals reduced them from 32.5% to only
5.8%.
 Peoples’ ability to access basic needs was reduced as they could no longer move to
other places to work in exchange of money or foodstuffs or access health treatment
 Payment for house rent became problematic during the COVID-19 lockdown period as
people were no longer earning income (which could have enabled them to pay the
rent).
 Payment for utilities like electricity and water became difficult since people were no
longer working and no longer earning income.
 The most affected groups of people were the private school teachers, bar attendants,
hotel and restaurant workers, and motorcyclists (commuter motorcycle operators)
6.1.6 Possible challenges and mitigations associated with the implementation of COVID-19
preventive measures
 The existence of corruption during the COVID-19 period could compromise the aspects
of transparency, accountability, fairness and integrity in public service delivery
 The unavailability or inadequacy of COVID-19 preventive equipment in some public
gathering spaces may jeopardize the efforts of preventing the spread of COVID-19
 The lack of standardized fines for non-compliance to COVID-19 preventive measures
may negatively catalyse the stress-polarized community leading to undue consequences
like unfair charging of citizens or even over fining them
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 The stress, anger, grievances and loss of hope due to elements of unfairness and non-
transparency in public service delivery could polarize the community prompting the
people not to comply with the COVID-19 preventive measures
7.2 Recommendations
In regard to the findings of the survey, the following recommendations were generated:
7.2.1 To the Government in general:

i. There is need to find out why drone messages are not considered by the community as
being effectively informative and address the issues appropriately. In particular, the
Government should find out exactly how the officers tasked to operate the drones were
doing their work (for example how widely were the drones distributed, what message
they were disseminating, the language that was being used, how frequent were the
drones deployed in a particular locality, what time were they spending there etc. etc.).
The Government should explore the approach of information dissemination in a
complimentary manner by the different information channels.
ii. The Government should actively engage the Private Sector Federation to enhance their
information dissemination efforts so as to increase their contribution to awareness
creation about COVID-19 preventive measures. In particular, the Government should
look into the methodologies and approaches that the PSF uses, identify gaps and advise
them according so that they improve their effectiveness in raising citizens’ awareness
about the COVID-19 preventive measures.
iii. Selection of eligible beneficiaries for any Government-provided relief assistance should
be done fairly without bias. In this regard the Government should review the eligibility
criteria to become a bit more accommodative of all the needy, and review the
approaches used when selecting the beneficiaries from each locality. There should be a
comprehensive vetting activity that is community managed, so as not only to avoid
leaving out the eligible people but also to prevent bribing of local leaders for one to be
included in the beneficiary group.
iv. Prior planning should be done to determine the adequacy of the relief assistance and
appropriateness of its distribution so as to avoid incidences or complaints of some
beneficiaries being left out. In this case , the Government should engage in participatory
planning with the community at local level, establish the number of eligible beneficiaries
and their respective other household demographics so as to obtain a clearer picture of
the levels of need and address them appropriately by making informed decisions.
v. Corruption among the ear-marked categories of service providers (especially the Local
leaders) should be curbed in order to avoid compromising the COVID-19 preventive
efforts. The aim should be to promote fairness, transparency, integrity and
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accountability in order to improve COVID Response outcomes in the country. In this

regard the office of the Ombudsman should enhance its surveillance and detective
actions to effectively and extensively identify the perpetuators of corruption and subject
them to fair treatment as per the laws governing the country.
vi. The Government should set standardized fines for violated COVID-19 preventive
measures in order to avoid consequences of unfair charging of culprits, over fining
culprits and other consequences. However, the Government should as much as possible
continue to mobilize and sensitize the public about the COVID-19 preventive measures
rather than focusing on a fine-based approach of COVID-19 prevention management.
This would harmoniously instill health maintenance responsibility among members of
the public rather than perceiving it as if Government is harassing them over COVID-19
issues.
vii. The Government should continue to regulate the activities of the citizens in such a way
that COVID-19 preventive measures are not violated but at the same time the citizens
are able to go to work and generate income, thereby reducing potential burden of
providing relief to the people. In this way, the Government would be focusing on making
the vulnerable people become economically resilient as a long term goal. This means
that people should be left to continue with their jobs or businesses or income
generating activities but when they strictly observe COVID-19 preventive measures.
viii. The Government should appropriately enforce the compliance with COVID-19
preventive measures by ensuring that the public is adequately sensitized, while at the
same time preventive equipment is made available in every public facility and at every
public gathering space at all times.
7.2.2 To the citizens:

i. The citizens should enhance their compliance levels as regards COVID-19 preventive
measures.
ii. To continue monitoring the way public services are provided to them in view of fairness,
transparency, integrity and accountability
iii. To report to the Office of the Ombudsman any suspected action, method, approach,
behaviour on the part of the public service providers
iv. To participate in meetings, sensitization convenes or any other form of arrangement
(e.g. virtual) organized by the Government for purposes of addressing COVID-19
concerns
7.2.3 To the CSOs

i. To monitor the quality of public service delivery especially through listening to citizens’
concerns. In particular, to record or capture from citizens, testimonies of alleged
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unfair/corrupt service delivery and then engage the relevant authorities to

appropriately address the concerns.
ii. To engage in advocacy work on COVID-19 Response issues and concerns of the citizens.
In particular, to advocate for transparency, fairness, accountability and integrity in
public service delivery
iii. To complement Government’s awareness creation efforts aimed at curbing the spread
of COVID-19 disease among the members of the public. In particular, to conduct regular
awareness creation campaigns in order to sensitize the public about various COVID-19
response concerns.
7.2.4 To FERWACOTAMO (Federation of Motorcycle Cooperatives in Cooperatives)
i. The federation of motorcycle federation (FERWACOTAMO) to maximize its efforts to

curb corruption that prevails among taxi-moto supervisors. In Kigali, motorcyclists
underscore that the Covid-19 effects sparked the situation and that those supervisors
have come up with new tricks and new slang called ZAKEHOSE to demand bribes.
According to motorcyclists, ZAKEHOSE in full means IMBABURA ZAKEHOSE (let Charcoal
cooker be lightened in all households – in the home of motorcyclist and the tax moto
supervisor). The slang is used by taxi-moto supervisors to demand corruption from
motorcyclists.
ii. FERWACOTAMO should work with institutions mandated to fight against corruption to
review and probe the process of distribution of the support to motorcyclists affected by
Covid-19. Motorcyclists underpin that the presidents of cooperatives were corrupt and
demand accountability so that those who are responsible for mismanagement and
embezzlement may be identified and brought to justice. There are motorcyclists who
did not receive the government support just because their federation and cooperatives
had announced that they supported them.
iii. FERWACOTAMO is also recommended to follow up the case of motorcyclists who were
forced to buy Fake sanitizers. Though the sanitizers were banned, the motorcyclists
request accountability and be informed of what was done after the ban.
7.2.5 To Rwanda Hospitality Association (RHA), RIB and Prosecution

There is a need of collaboration with anti-corruption institutors to fight sexual exploitation and
corruption in hotels and bars in Rwanda. From the discussions with bar and hotel workers
countrywide, it emerged that covid-19 has led to escalation of the situation. As operations have
been halted by the pandemic, some proprietors and managers demand bribes or sexual
corruption to resume the contracts with workers (especially young girls) while others are forced
to have sex with clients.
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7.2.6 To Ministry of Education (MINEDUC) and private schools
i. The Ministry of Education is recommended to follow up the cases of primary and

secondary private schools that forced teachers to open accounts in certain banks. Some
private school teachers who had active accounts in Umwarimu SACCO lament that the
head teachers forced them to open accounts in other banks to get salaries. However,
after the closure of schools due to covid-19, they did not get loans from those banks
while Umwarimu SACCO could have helped them.
ii. MINEDUC should advocate for teachers in private schools so that they at least get
special government support or motivation. Amid the pandemic, there are many teachers
who did not get the government support while their contracts had been suspend and/or
terminated.
7.2.7 To MINALOC (the Ministry of Local Government)
i. From the discussions with hotel and bar workers, the Ministry of Local Government
(MINALOC) and the Ministry of Finance, through Economic Recovery Fund (ERF), are
recommended to make sure that the support and loans do not only benefit bars and
hotels proprietors. There should be consideration of the direct benefits to their workers
because some of those ordinary workers are still jobless since the outbreak of Covid-19.
ii. Due to some cases of malpractices and corruption in the provision of the government
support to vulnerable citizens amid the covid-19, citizens propose that MINALOC should
keep on investigating and using name and shame practice as the way to discourage
other corrupt local leaders
7.2.8 To Rwanda National Police (RNP)
i. While implementing Covid-19 preventive measures, RNP is recommended to apply its

internal anti-corruption control mechanisms especially during the curfew hours. In the
research, a number of citizens accepted that they bribed police officers and released
them from stadiums.
ii. While arresting people who broke covid-19 preventive measures, RNP is recommended
to obey social distancing and reduce risks of the spread of the pandemic. There are
cases of citizens who were parked together in the same cars without obeying social
distancing.
iii. RNP should continue maximizing efforts in fighting corruption in the traffic police. The
motorcyclists have divulged the new trick by traffic police officers who terrify them that
they know their Vehicle registration plate. Now that a police officer is allowed to report
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a number plate and prove that the driver broke traffic rules even if he/she may have
escaped, some police officers use the power to terrify innocent drivers and demand
bribes.
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Sutiyono, W. 2012. Current state of public sector performance management in seven
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 Rutkowski, K. a., Steelman, L. a. 2005. Testing a path model for antecedents of

accountability. Journal of Management Development, 24(5), 473–486
 Rwanda’s Response to COVID-19 and Future Challenges’

(https://www.theigc.org/blog/rwandas-response-to-covid-19-and-future-challenges/)
 Salminen, A., Ikola-Norrbacka, R. 2010. Trust, good governance and unethical actions in
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organizational commitment: A study of Chinese auditors. Accounting, Auditing &
Accountability Journal, 22, 1087–1110.
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 UN Department of Economic and Social Affairs.Everyone Included: Social Impact of
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GoodGovernanceIndex.aspx
 WHO (July, 2020). COVID-19 response in Rwanda: Use of Drones in Community

awareness.
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ANNEX
IBIBAZO BY’UBUSHAKASHATSI BIGAMIJE GUSUZUMA NIBA IMITANGIRE YA SERVISI MURI

IKI GIHE U RWANDA RW’UGARIJWE NA VIRUSI YA CORONA, YARARANZWE NO
KUTABOGAMA, GUKORESHA UKURI, UBUNYANGAMUGAYO, NO GUKORERA MU MUCYO.
INTANGIRIRO
Muraho, nitwa (………………………………………….) nzanwe no gushaka amakuru ajyanye n’ubushakashatsi
buli gukorwa Na TI-RW. Ubu bushakashatsi bugamije gusuzuma niba imitangire ya servisi muri iki gihe u Rwanda
rw’ugarijwe na Coronavirusi, yararanzwe no kutabogama, gukoresha ukuri, ubunyangamugayo, no gukorera mu
71 | P a g e
mucyo. Ibizava muri ubu bushakashatsi bizafasha inzego zibishinzwe kurushaho kunoza imitangire ya servisi muri
mu Rwanda cyane cyane mu bihe bigoranye nk’ibi turimo.
Ibisubizo byose muza kuduha bizagirwa ibinga, kandi turabizeza ko bizakoreshwa muli ubu bushakashatsi gusa.
(Hello, my name is (………………………………………….) and I am working with Transparency International
Rwanda (TI-Rw). The purpose of this research is to conduct a Quantitative Service Delivery Survey (QSDS) to
assess the Fairness, Integrity, Iransparency, Accountability of services and support provided to Rwandans during
covid-19 pandemic. All of the answers you give will be confidential and only used for this survey purpose).
IGICE CYA 01. KWEMERA GUTANGA AMAKURU

ID Question Yego/Yes Oya/No
1 Nyuma yo kumva akamaro k’ubu bushakashatsi n’icyo bugamije
nemeye gusubiza ibibazo (niba atabyemeye, ntugire icyo umubaza).
I understand the purpose, the relevance of this study and accept to
answer the survey questionnaire (If no, drop the interview) 1 2
IGICE CYA 02. AHO UBAZWA ATUYE/ RESIDENCE AREA
SN Aho atuye Indango y’agace atuyemo/code

1 Akarere /District…………………....………………… /__/__/__/__/
2 Umurenge/Sector…………………………………………..... /__/__/__/__/__/__/
3 Akagari/Cell…………………………………................ /__/__/__/__/__/__/__/
4 Umudugudu/ Village.………….........…………............. /__/__/__/__/__/__/_/
IGICE CYA CYA 03. IRANGA MIMERERE Y’UBAZWA / RESPONDENT IDENTIFICATION
Ikibazo /Question Guhitamo Igisubizo/ Answer

igisubizo
/Option/type
3.1. Ufite imyaka ingahe y’ubukure? /How Umubare
old are you? w’imyaka /Age in
number
3.2. Igitsina / Gender Hitamo igisubizo 1) Gabo /Male, 2) Gore /Female, 3)
kimwe /Single Ikindi gisubizo / Don’t want to specify
choice
3.3. Imimerere / What is your marital Hitamo igisubizo 1) Nd’ ingaragu / Single, 2)
status? kimwe / Single Ndubatse /Married, 3)
choice Nd’umupfakazi /Widow, 4)
Natandukanye n’uwo
twashakanye /Divorced, 5) Ikindi
gisubizo /Don’t want to specify
3.4. Akazi / Employement status Hitamo igisubizo 1) Akazi gahoraho / Permanen job, 2)
kimwe/ Single Akazi kagenewe igihe runaka /fixed-
choice term employee, 3) Akazi
kadahoraho /Casual employee, 4)
Uwikorera ku giti cye / Self-
employed?, 5) Utagira
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akazi /Unemployed
3.5. Amashur /Education Hitamo igisubizo 1) Uwarangije amashuri abanza/

kimwe/ Single Primary education completed, 2)
choice Uwarangije amashuri yisumbuye/
Secondary education completed, 3)
Uwarangije amashuri y’imyuga /TVET
completed, 4) Uwarangije
kaminuza /Tertiary education
(university) completed 5) Uwacikishije
amashuri abanza/ Primary education
not completed, 6) Uwacikishije
amashuri yisumbuye /Secondary
education not completed, 7)
Uwacikishije amashuri
y’imyuga /TVET not completed, 8)
Uwacikishije kaminuza /Tertiary
education (university) not completed,
9) Utarigeze agana ishuri /no
education / school attendance
IGICE CYA CYA 04. IMBOGAMIZI RUSANGE ZIBANGAMIRA IMIBEREHO

Y’ABATURAGE /RESPONDENT VURNERABILITY STATUS
4.1. Ikibazo /Question Guhitamo Igisubizo / Answer

igisubizo/
Option/type
4.2. Ingano y’urugendo rugana kw’ishuri Hitamo igisubizo 1) Musi ya 2 Kms /Less than 2 Kms,
rikwegereye / Distance to the next school kimwe / Single 2) 2 kugeza 5 Kms/ 2 to 5 Kms,3) 5
choice kugeza 10 Kms /5 to 10 Kms, 4) hejuru
ya Kms / More than 10 Kms
4.3. Ingano y’urugendo rugana kw’isoko Hitamo igisubizo 1) Musi ya 2 Kms /Less than 2 Kms,
rikwegereye / Distance to market kimwe /Single 2) 2 kugeza 5 Kms/ 2 to 5 Kms, 3) 5
choice kugeza 10 Kms /5 to 10 Kms, 4) hejuru
4.4. Ingano y’urugendo rugana ku muhanda Hitamo igisubizo 1) Musi ya 2 Kms /Less than 2 Kms,
utegerwaho imodoka zitwara abagenzi / / kimwe / Single 2) 2 kugeza 5 Kms/ 2 to 5 Kms, 3) 5
Distance to the next main road choice kugeza 10 Kms /5 to 10 Kms, 4) hejuru
4 5. Ingano y’urugendo rugana ku muhanda Hitamo igisubizo 1) Musi ya 2 Kms /Less than 2 Kms,
utegerwaho imodoka zitwara abagenzi / / kimwe / Single 2) 2 kugeza 5 Kms/ 2 to 5 Kms, 3) 5
Distance to the next health centre? choice kugeza 10 Kms /5 to 10 Kms, 4) hejuru
4.6. Mu rugo rwawe habamo abantu bangan’ Umubare / 1) ……………….

iki? How many dependents do you have in Number 2) Ndifashe / Prefer to not say
your household?
IGICE CYA 05. INGARUKA ZA COVID-19 K’UBUZIMA BW’IBANZE BW’ABATURAGE (INGERO,

GUTAKAZA AKAZI, IBYO KURYA, KUBURA ICUMBI, N’IBINDI)
73 | P a g e
Ikibazo Igisubizo (Hitamo igisubizo kimwe)
5.1. Waba warufite ibikorwa byakwinjirizaga Yego /Yes Oya /No

amafaranga, bikaza guhagarara bitewe
n’ingamba zo kwirinda Covid-19/Have you
interrupted your work as a result of anti-
Covid-19 measures?
5.2. Niba ali yego n’ ibihe bikorwa wakoraga Sobanura / Explain
byahagaze kubera ingaruka za Covid-
19? /what types of income generating
activities were affected by the interruption?
5.3. Winjizaga amafaranga angahe ku kwezi Mbere ya COVID-19 / Before Mugihe cya Covid-19/ During
mbere ya gahunda ya guma murugo, ubu COVID-19 pandemic COVID-19 pandemic
winjiza anagahe? /How much was your
monthly income before lockdown and how Umubare w’amafaranga / Umubare w’amafaranga/
much are you earning now after lockdown Amount Amount
following Covid 19?
5.3. Ni izihe ngaruka mwahuye nazo kubera Kubura umushahara /lack of salary
icyorezo cya Covid-19, / what is the impact
of COVID-19 on your daily life ? Kubura amafaranga ninjirizwaga n’ibikorwa nakoraga/ Lack of money
from income generating activities
Kubura inkwi/ingufu zo gutekesha/Lack of cooking energy
Kubura amazi yo gutekesha/Lack of water for cooking
Kubura uko tujya gusarura imyaka mu murima/difficulty to walk into

our crop fields
Kubura uko tujya guca incuro/ gukorera abandi/difficulty to go and

work for other people in exchange of foodstuff or money
Indi (yivuge)/Other (specify)
5.4. Mbere y’ icyorezo cya Covid-19, mu Inshuro/Frequency: MBERE

rugo rwanyu mwaryaga incuro zingahe ku
munsi/How many meals per day was your 1) Inshuro 1, 2) Inshuro 2, 3) Inshuro 3, 4) Kubura ifunguro ku minsi
household used to have before lock down imwe n’imwe, 5) Simbizi
following the Covid-19 pandemic? 1)Once, 2) Twice, 3) Triple, 4) None food for some days, 5) Don’t know
5.5. Nyuma y’ icyorezo cya Covid-19, mu 1) Inshuro 1, 2) Inshuro 2, 3) Inshuro 3, 4) Kubura ifunguro ku minsi
rugo rwanyu mwaryaga incuro zingahe ku imwe n’imwe, 5) Simbizi
munsi/How many meals per day was your 1)Once, 2) Twice, 3) Triple, 4) None food for some days, 5) Don’t know
household used to have before lock down
following the Covid-19 pandemic?
5.6. Mbere y’igihe cya covid-19. Mwakuraga 1) Guhaha mu isoko, 2) Umusaruro w’ubuhinzi, 3) Abaturanyi, 4)
he ibibatunga? /Before the period of covid- Abanyamuryango, 5) Akazi k’ikiraka mu buhinzi, 6) Leta, 7)
19. What was the source of food for your Abagiraneza, 8) Ahandi (havuge) / 1)Shopping in the market, 2)
household? Agriculture crops, 3) Neighbors, 4) Family relatives, 5) Casual
agricultural labor, 6) Government, 7) Donors, 8) Other sources (Specify)
74 | P a g e
5.7. Nyuma y’igihe cya covid-19. 1) Guhaha mu isoko, 2) Umusaruro w’ubuhinzi, 3) Abaturanyi, 4)
Mwakuraga he ibibatunga? /Before the Abanyamuryango, 5) Akazi k’ikiraka mu buhinzi, 6) Leta, 7)
period of covid-19. What was the source of Abagiraneza, 8) Ahandi (havuge) / 1)Shopping in the market, 2)
food for your household? Agriculture crops, 3) Neighbors, 4) Family relatives, 5) Casual
agricultural labor, 6) Government, 7) Donors, 8) Other sources (Specify)
5.8. Mugihe cya Covid-19 ,inzu mwabagabo Igisubizo / Answer
yari iyande/who owned the house you lived Iyacu Twarakodeshaga/ Twarayitijwe/Our Indi
in right during Covid-19 pandemic bwite/ours our landlord lender (yivuga)
/Other
specify
5.9. Niba mwarakodeshaga inzu, urugo rwanyu rwakomeje kwishyura neza amafranga Igisubizo ?Answer
y’ubukode nta mbogamizi, bitewe na gahunda ya guma murugo? If you were paying for the rent Yego/ Oya/No
did you keep paying for the same rent in spite of of Covid-19 crisis ? Yes
5.10. Mu gihe icyorezo cya Covid-19 Ikibazo/Health Hitamo byinshi / Multiple Choose
cyatangiraga mu Rwanda, waba wowe problem
ubwawe cyangwa uwo mubana mu rugo Ubumuga/Disability Yego Yego (uwo Oya/No
mwari mufite kimwe muri ibi bibazo (njyewe)/Yes tubana)/Yes
by’ubuzima bikurikira/Did any of your (myself) (another
household member have any of the member)
following health problems right before the Indwara Yego Yego (uwo Oya/No
outbreak of Covid-19 in Rwanda (in March idakira/chronic (njyewe)/Yes tubana)/Yes
2020)? disease (myself) (another
member)
Indwara ikira ariko Yego Yego (uwo Oya/No
ikomeye/Severe but (njyewe)/Yes tubana)/Yes
curable disease (myself) (another
member)
5.11. Niba hari umuntu wari ufite icyo kibazo cy’ubuzima, haba hari ingaruka mwagize itewe Hitamo kimwe
na gahunda ya gumamurugo nk’ingamba yafashwe mu rwego rwo gukumira icyorezo cya Yego/ Oya/No
covid-19/If there was any household member with such health problems, did the COVID-19 Yes
related lockdown affect those problems?
5.12. Niba ari Ingaruka/Effect Hitamo
YEGO ni izihe byinshi/multiple
ngaruka byagize ku choice
burwayi cyangwa Urugendo rurerure rwo kujya kwa muganga n’amaguru/long distance Yego/Yes Oya/No
ubumuga wavuze to walk to reach the nearest health center
haruguru? /If YES, Kubura uburyo nsaba polisi uruhushya rwo kujya kwa Yego/Yes Oya/No
which effects did it muganga/Difficulty to request the police travel clearance to go and see
produce? the doctor
Kutajya kwa muganga kubera ubwoba bwo kwandura covid-19/refrain Yego/Yes Oya/No
from seeking medical services for fear of being infected with Covid-
19
Kubura amafaranga yo kwishyura serivise zo kwa muganga/lack of Yego/Yes Oya/No
money to paid for medical services
Izindi (zivuge)/Other (specify) Yego/Yes Oya/No
Ntazo/None Yego/Yes Oya/No
5.13. Muri Werurwe, mbere y’uko gahunda ya guma mu Uburyo/Source Hitamo kimwe/choose one
rugo itangira mu rwego rwo kwirinda icyorezo cya Covid- Amashanyarazi/electricity Yego/Yes Oya/No
19, urugo rwanyu rwamurikishaga iki mu nzu?/ Before Peteroli/Paraffin Yego/Yes Oya/No
imposing the lockdown (in March 2020), what was the Itoroshi/Torch Yego/Yes Oya/No
major source of energy in your house light?
Ikindi (kivuge)/Other Yego/Yes Oya/No
(specify)
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Ntacyo/None Yego/Yes Oya/No

5.14. Ni mu buhe buryo gahunda ya guma Ingaruka/Effect Hitamo
mu rugo yatumye mudashobora kubona kimwe/choose one
ingufu zimulika mu nzu? / How did the Kubura amafranga yo kwishyura/lack of income Yego/ Oya/ No
lockdown affect your household capacity to to pay for house lighting energy Yes
access/afford house lighting energy? Kutabasha kugera aho ingufu zigurirwa/Difficult Yego/ Oya/ No
to walk up to the house lighting energy area Yes
Izindi (zivuge)/Other (specify) Yego/ Oya/ No
Yes
Ntazo/None Yego/ Oya/ No
Yes
IGICE CYA 6. IYUBAHIRIZA RY’INGAMBA ZIKUMIRA CORONAVIRUSI AHO ABANTU

BAHURIRA ARI BENSHI / COMPLIANCE WITH COVID-19 PREVENTIVE MEASURES IN PUBLIC
SPACES
6.1. Ni gute abantu bubahiriza ingamba zikumira coronavirusi aho abantu bahurira ali benshi? How people in the following
public gethring spaces, comply with COVID 19 preventive measures?
1) Amasoko rusange, Amasoko Kwambara Hitamo 1) Byubahirizwa buri gihe /Always compliant,
ya kijyambere, n’ amaduka agapfuka munwa igisubizo 2) Byubahirizwa kenshi /Often compliant,
manini /Shoping neza / Wearing kimwe/ 3)Byubahirizwa rimwe na rimwe /Sometimes
malls/Supermakerts) /Public masks properly Single compliant,
Markets, Shoping, Malls/ & choice 4) Byubahirizwa gake cyane /Rarely compliant, 5)
Supermakerts. Ntabwo byubahirizwa /Never compliant
2)Aho bategera basi n’izindi
modoka zitwara abagenzi /Bus Kubahiriza intera Hitamo 1) Byubahirizwa buri gihe /Always compliant,
terminals / Stations, hagati y’umuntu igisubizo 2) Byubahirizwa kenshi /Often compliant,
3) Amabanki n’ibigo by’imali/ n’undi / Social kimwe/ 3)Byubahirizwa rimwe na rimwe /Sometimes
Banks/ Financial institutions, 4) distancing Single compliant,
Ibitaro, amavuliro n’ibigo choice 4) Byubahirizwa gake cyane /Rarely compliant, 5)
nderabuzima /Hospitatls & other Ntabwo byubahirizwa /Never compliant
health facilities
5) Insengero /Churches Gukaraba Hitamo 1) Byubahirizwa buri gihe /Always compliant,
6) Amahoteli n’amaresitora / ibiganza neza / igisubizo 2) Byubahirizwa kenshi /Often compliant,
Hotels & restaurants, Washing hands kimwe / 3)Byubahirizwa rimwe na rimwe /Sometimes
7) Aho batunganyiriza imisatsi / properly & Single compliant,
Beauty & hair saloons… frequently choice 4) Byubahirizwa gake cyane /Rarely compliant, 5)
Ntabwo byubahirizwa /Never compliant
6.2. Ugereranije, ibikoresho byo gukumira COVID-19 ahantu hateranira abantu benshi, biboneka ku kihe kigero?/ To which
extent do you estimate the availability of COVID-19 preventive equipments in public gathering spaces?
1) Amasoko rusange, Gushushanya Hitamo 1) Biba bihari igihe cyose /Always available, 2) Biba
Amasoko ya kijyambere, ikimenyetso kubuza igisubizo bihari kenshi / Often available, 3)Biba bihari rimwe na
n’ amaduka abantu kwegerana / kimwe / rimwe /Sometimes available, 4) Biboneka gake cyane /
manini /Shoping Marking signs for Single Rarely available 5) ntabwo biba bihari , 5) never
malls/Supermakerts) Social distancing choice available
/Public Markets, Shoping,
Malls/ & Supermakerts. Kandagira ukarabe / Hitamo 1) Biba bihari igihe cyose /Always available, 2) Biba
2)Aho bategera basi Foot pump hand igisubizo bihari kenshi / Often available, 3)Biba bihari rimwe na
n’izindi modoka zitwara washing stations kimwe / rimwe /Sometimes available, 4) Biboneka gake cyane /
abagenzi /Bus terminals / Single Rarely available 5) ntabwo biba bihari , 5) never
Stations, choice available
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3) Amabanki n’ibigo Amazi asukuye hamwe Hitamo 1) Biba bihari igihe cyose /Always available, 2) Biba
by’imali/ Banks/ Financial n’isabune / Clean water igisubizo bihari kenshi / Often available, 3)Biba bihari rimwe na
institutions, 4) Ibitaro, and Soap/soapy water kimwe / rimwe /Sometimes available, 4) Biboneka gake cyane /
amavuliro n’ibigo Single Rarely available 5) ntabwo biba bihari , 5) never
nderabuzima /Hospitatls & choice available
other health facilities
5) Insengero /Churches Igipimo gisuzuma Hitamo 1) Biba bihari igihe cyose /Always available, 2) Biba
6) Amahoteli n’amaresitora umuliro / Temperature igisubizo bihari kenshi / Often available, 3)Biba bihari rimwe na
/ Hotels & restaurants, thermometer kimwe / rimwe /Sometimes available, 4) Biboneka gake cyane /
7) Aho batunganyiriza Single Rarely available 5) ntabwo biba bihari , 5) never
imisatsi / Beauty & hair choice available
saloons…
IGICE CYA 7. UKO INGAMBA ZO GUKUMIRA ICYOREZO CYA CORONAVIRUSI ZIHAGAZE MU

BATURAGE/ THE LEVEL OF AWARENESS OF COVID-19 PREVENTIVE MEASURES IN THE
COMMUNITY
IBIBAZO UBURYO IBISUBIZO
BWOGUSUBIZA
7.1 Waba warahawe amakuru ajyanye Hitamo igisubizo 1)Yego/ Yes 2)Oya/No 3) Simbizi/ don’t know
n’icyorezo cya Coronavirusi?/ Have you heard kimwe/ Single
about coronavirus (COVID-19) pandemic and choice
its preventive measures?
7.2 Niba warayahawe, waba uzi uburyo Hitamo igisubizo 1)Yego/ Yes 2)Oya, No 3) Simbizi/ don’t know
bukoreshwa mukwirinda kwandura kimwe /Single
Coronavirusi? /If yes, how do you protect choice
yourself from COVID-19?
7.3. Tubwire uburyo wowe ubwawe ukoresha wirinda kwandura Coronavirusi
1.Gukaraba intoki kenshi kandi ukoresha amazi Hitamo igisubizo 1)Yego/ Yes 2)Oya/ No 3) Simbizi/ don’t know
n’isabune nibura ukamara amasegonda / Wash kimwe/ Single
hands regularly using hand rub or soap and choice
water for at least 60 seconds
2.Gupfuka umunwa n’izuru ukoresheje Hitamo igisubizo 1)Yego/ Yes 2)Oya /No 3) Simbizi/ don’t know
inkokora yawe cyangwa agapapuro kimwe/ Single
kabugenewe igihe cyos ukoroye cyangwa choice
witsamuye kandi ugahita ukaraba ibiganza
ukoresheje isabune / Cover mouth and nose
with bent elbow or a tissue when coughing or
sneezing, and washing hands after
3. Kwirinda kwegera umuntu wese wagaragaho Hitamo igisubizo 1)Yego/ Yes 2)Oya/ No 3) Simbizi/ don’t know
ibimenyetso byo kurwara ibicurane nko kimwe/ Single
gukorora, kwitsamura no kugira umuliro/ choice
Avoid close contact with anyone who is sick,
especially those with flu or cold symptoms
such as fever coughing, sneezing
4. Kuguma murugo igihe cyose wumva Hitamo igisubizo 1)Yego/ Yes 2)Oya/No 3) Simbizi/ DON’T
warwaye/ Staying at home when feeling sick kimwe/ Single KNOW
choice
5. Kwambara agapfuka munwa igihe cyose Hitamo igisubizo 1)Yego/ Yes 2)Oya/ No 3) Simbizi/ don’t know
ugiye aho uli buhure n’abandi bantu / wearing kimwe/ Single
masks when going in public choice
6. Kwirinda guhana ibiganza n’abandi/ Avoid Hitamo igisubizo 1)Yego/ Yes 2)Oya/ No 3) Simbizi/ don’t know
shaking hands with others kimwe/ Single
choice
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7.Kwirinda kujya mu mahuriro y’abantu benshi Hitamo igisubizo 1)Yego/ Yes 2)Oya /No 3) Simbizi/ don’t know
/ Avoid large gatherings kimwe/ Single
choice
8. Kuguma murugo no kwirinda kugendagenda Hitamo igisubizo 1)Yes /Yes 2) Oya/No 3)don’t know /don’t know
hanze keretse bili ngombwa cyane nko kujya kimwe/ Single
kwa muganga cyangwa kujya guhaha ibintu choice
bili ngombwa / Stay at home and avoid
unnecessary movements, except appointment
for medical care & essential needs
7.4. Erekana ibyo wemera cyangwa utemera bijyanye no kwirinda Coronavirusi mu gace utuyemo/ Please indicate the extent
to which you agree or disagree with the following practices on COVID-19 preventive measures in your neigbhood
1. Mu gace ntuyemo abantu bambara udupfuka Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
munwa buli gihe iyo bagiye ahali abanu benshi/ kimwe /Single 2). Simbyemera/ Disagree
In my neighborhood , people wear masks all choice 3). Hagati na hagati/ Don’t know
times when in public 4). Ndabyemera/ Agree
5). Ndabyemera cyane/ Strongly agree
2. Abantu bo mu gace ntuyemo birinda Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
ahateraniye abantu benshi/ People in my kimwe/ Single 2). Simbyemera/ Disagree
neighborhood avoid large gatehering choice 3). Hagati na hagati/ Don’t know
4). Ndabyemera/ Agree
3.Mu gace ntuyemo abantu baguma mu ngo Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
kandi bakirinda kugendagenda bitari ngombwa/ kimwe/ Single 2). Simbyemera/ Disagree
In my neighborhood, people Stay at home and choice 3). Hagati na hagati/ Don’t know
avoid unnecessary movements, 4). Ndabyemera/ Agree
4. Abantu duturanye birinda guhana ibiganza/ Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
In my neighborhood , people avoid shaking kimwe/ Single 2). Simbyemera/ Disagree
hands with others choice 3). Hagati na hagati/ Don’t know
4). Ndabyemera/ Agree
5. Mu gace dutuyemo, ingamba zo gukumira Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
COVID-19 zashyizwe mu bikorwa neza/ In my kimwe/ Single 2). Simbyemera/ Disagree
neighbourhood, COVID-19 preventive choice 3). Hagati na hagati/ Don’t know
measures from the Gov are well implemented 4). Ndabyemera/ Agree
6. Numva ntekanye kubijyanye no kwirinda Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
Coronavirusi mu gace ntuyemo/ I feel safe in kimwe/ Single 2). Simbyemera/ Disagree
my neighbourhood with regard to the Covid19 choice 3). Hagati na hagati/ Don’t know
spread 4). Ndabyemera/ Agree
IGICA CYA 08. IMIYOBORO Y’AMAKURU AKANGURIRA ABANTU KWIRINDA ICYOREZO CYA
CORONAVIRUSI/ INFORMATION CHANNELS AND SOURCES ABOUT THE OUTBREAK AND
PREVENTIVE MEASURES OF COVID-19
IIKIBAZO / Question Guhitamo Igisubizo/ Answer

igisubizo/
Option
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8.1. Ni kukihe kigero imiyoboro ikurikira ifasha abantu kubona amakuru abakangurira kwirinda icyorezo cya coronavirusi?
How frequent the following channels of information keep you informed about COVID-19 Preventive measures?
1.Ubutumwa busakazwa n’utudege duto (Drone)/ Hitamo 1) Buri gihe/ Always informed
Drones’ msesages igisubizo 2) Akenshi/ Often informed
kimwe/ 3) Rimwe na rimwe/ Sometimes informed
Single 4) gake/ Rarely informed
choice 5) Ntanarimwe/ Never informed
2.Ibigo byitangazamakuru byikorera/ Private media Hitamo 1) Buri gihe/ Always informed
igisubizo 2) Akenshi / Often ifornmed 3) Rimwe na rimwe/
kimwe/ Sometimes informed 4) gake/Rarely informed 5)
Single Ntanarimwe/ Never informed
choice
3.Imodoka iherekejwe n’ indagururamajwi/ Road Hitamo 1) Buri gihe/ Always informed
Vehicles with loud speakers igisubizo 2) Akenshi/ Often informed 3) Rimwe na rimwe/
kimwe/ Sometimes informed 4) gake/ Rarely informed 5)
choice
4.Umurongo wa telefoni wihariye wagenewe Hitamo 1) Buri gihe / Always informed
Coronavirusi (114)/ COVID-19 Hotlines (114) igisubizo 2) Akenshi /Often ifornmed 3) Rimwe na rimwe/
kimwe/ Sometimes informed 4) gake/ Rarely informed 5)
choice
5.Umuyoboro wa murandasi wagenewe Coronavirusi Hitamo 1) Buri gihe/ Always informed
mu rwego rw’igihugu/ National COVID-19 igisubizo 2) Akenshi/ Often ifornmed
information website kimwe/ 3) Rimwe na rimwe/ Sometimes informed 4) gake/
Single Rarely informed 5) Ntanarimwe/ Never informed
choice
6.Ubutumwa bugufi kuri Telefone/ Telephone Hitamo 1) Buri gihe/ Always informed 2) Akenshi /Often
messsage igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
kimwe/ gake/ Rarely informed 5) Ntanarimwe/ Never informed
Single
choice
7. Ikigo cyigihugu gishinzwe itangazamakuru (RBA)/ Hitamo 1) Buri gihe/ Always informed 2) Akenshi / Often
RBA igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
Single
choice
8.2. Ni kukihe kigero ibigo n’abantu bakurikira baguha amakuru agufasha kwirinda icyorezo cya Coronavirusi? How frequent
the following sources of information keep you informed about COVID-19 Preventive measures?
1.Minisiteri yubuzima/Ikigo cyigihugu gishinzwe Hitamo 1) Buri gihe/ Always informed 2) Akenshi/ Often
ubuzima/ Ministry of health (RBC) igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
kimwe/ gake/ Rarely informed 5) Ntanarimwe/ Never
Single informed
choice
2. Abajyanama bubuzima/ Community health workers Hitamo 1) Buri gihe/ Always informed 2) Akenshi/ Often iforn
( abajyanama bubuzima) igisubizo med3) Rimwe na rimwe/ Sometimes informed 4)
Single
choice
3. Urugaga rw’abikorera (PSF)/ Privat Sector Hitamo 1) Buri gihe/ Always informed 2) Akenshi /Often
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Federation (PSF) igisubizo ifornmed3) Rimwe na rimwe/ Sometimmes informed

kimwe/ 4) gake/ Rarely informed 5) Ntanarimwe/ Never
Single informed
choice
4. Polisi y’igihugu/ Rwanda national Police Hitamo 1) Buri gihe/ Always informed 2) Akenshi/ Often iforn
igisubizo med 3) Rimwe na rimwe/ Sometimes informed 4)
Single informed
choice
5. Ibyamamare n’abavuga rikijyana bakoresha Hitamo 1) Buri gihe/ Always informed 2) Akenshi/ Often
inkoranya mbaga/ Celebrities and social media igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
influencers Kimwe/ gake/ Rarely informed 5) Ntanarimwe/ Never
Single informed
choice
6. Imiryango yigenga/ Local NGOs Hitamo 1) Buri gihe/ Always informed 2) Akenshi/ Often
igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
kimwe/ gake/ Rarely informed 5) Ntanarimwe / Never
Single informed
choice
7. Abanyamadini/ FBOs Hitamo 1) Buri gihe/ Always inforemd 2) Akenshi/ Often
Single informed
choice
8. Itangaza makuru ryigenga/ Private media outlets Hitamo 1) Buri gihe/ Always inforemd 2) Akenshi/ Often
Single informed
choice
9. Abakorana bushake bakangurira kwirinda Hitamo 1) Buri gihe/ Always inforemd 2) Akenshi/ Often
Coronavirusi/ Message from COVID-19 Volunteers igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
kimwe/ gake / Rarely infornmed 5) Ntanarimwe/ Never
Single informed
choice
10. Ministeri y’ubutegetsi bw’igihugu/ Ministry of Hitamo 1) Buri gihe/ Always inforemd 2) Akenshi/ Often
Local Government igisubizo ifornmed 3) Rimwe na rimwe/ Sometimes informed 4)
kimwe/ gake/ Rarely infornmed 5) Ntanarimwe / Never
Single informed
choice
IGICE CYA 09. UKO ABATURAGE BANYUZWE NA SERVISI HAMWE N’INKUNGA YATANZWE NA
GUVERNOMA MU GIHE CYA GUMA MURUGO/ THE LEVEL OF SATISFACTION OF CITIZENS
WITH REGARD TO SERVICE AND SUPPORT RECEIVED DURING LOCKDOWN PERIOD
IBIBAZO/ Question UBURYO IBISUBIZO/ Answer

BWOGUS
UBIZA/O
ption
9.1. Waba uri mu bantu bahawe inkunga na leta mu Hitamo 1) Yego/ Yes
gihe cya guma mu rugo?/ Were you eligible for igisubizo 2) Oya/ No
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government relief assistance during lockdown period kimwe/

Single
choice
9.2. Niba utari mu bahawe inkunga niyihe mpamvu Hitamo 1). Imfashanyo yo gutabara (ibiryo / ibindi byingenzi
yatumye utayihabwa? / If no, for which reasons? igisubizo bikenewe) ntabwo yari ihagije kuabatishoboye bose/
kimwe Relief assistance ( food/ other essentials needs) was not
/Single enough to serve all needy
choice 2). Ntabwo nari nkeneye isabwa ntibyari bikwiye kandi
bishingiye ku gutonesha/ I didn’t need assistance/ self-
reliant
3).Guhitamo ufashwa ntabwo byanyuze mu mucyo/
Selection of eligibles was not fair and based on
favoritism
4). Ndifashe/ I don’t know
5). Sobanura izindi mpamvu ……………. / Please
specify …………….
9.3. Niba warayihawe inkunga, turondorere ibyo Hitamo Urutonde…………/ List…………
mwahawe? / If yes, what did you receive? ibisubizo
byinshi/
Multiple
9.4. Inkunga wayihawe inshuro zingahe? / How often Hitamo 1). Kabiri mucyumweru, 2). Buri cyumweru, 3). buri
did you receive it? igisubizo kwezi/ Twice a week, 2) Every week, 3) Once in a
kimwe month
/Single
choice
9.5. Inkunga yaba yaraziye kugihe cyangwa yaje Hitamo 1).Yaziye igihe, 2)Yaje itinze, 3)Cyangwa ntiyaje.
itinze abantu baragezweho ingaruka? / Did the relief igisubizo
assistance come on time or it came late when kimwe
people were already affected? /Single 1) It came on time, 2) It came late, 3) Neither /Nor
choice
9.6. Haba hari serivisi zingenzi cyangwa inkunga Hitamo 1)Yego/Yes 2) Oya/No 3) Simbizi/don’t know
zitatanzwe mugihe cya guma murungo? / Are there igisubizo
any essential services that have not been provided kimwe
during COVID-19 lockdown? /Single
choice
9.7. Niba igisubizo ali yego, mutubwire ibyo byibanze Inyandiko/ Sobaruna ibisubizo ……………….
mutashoboye kubona muli kiriya gihe cya guma ……………………………………………../ Please
murugo/ ? If yes, what are those essential services specify ……………….
that were not provided to you during COVID-19
lockdown?
9.8. Ni ku kihe kigero mwumva mwaranyuzwe na Hitamo 1). Naranyuzwe cyane, 2). Akenshi naranyuzwe,
servisi hamwe n’inkunga mwahawe na n’ubuyobozi igisubizo 3) .Sinanyuzwe, 4). Ntabwo nanyuzwe na gato, 5).
mu gihe cya guma murugo/ What extent do you rate kimwe/ Ndifashe/1). Very satisfied, 2). Mostly satisfied,
the level of satisfaction of service delivery or support Single 3).dont know, 4).mostly dissatisfied, 5). Not satisfied at
from government officials during lockdown period? choice all
9.9. Tubwire uko wumva wemeranya cyangwa utemeranya n’ibi bikurikira/ Please indicate the extent to which you agree or
disagree with the Following statements
1. Igihe cya guma murugo, inzego za leta Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
zibishinzwe zaduhaye servisi nta kimwe/ Single 2). Simbyemera/ disagree
kubogama/ During COVID-19 choice 3). Hagati na hagati/ not sure
lockdown, government restrictions 4). Ndabyemera/ agree
controlling bodies delivered fair services 5). Ndabyemera cyane/ Strongly agree
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to me without bias of any kind

2. Igihe cya guma mu rugo abayobozi Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
b’agace ntuyemo bahaye abaturage kimwe/ Single 2). Simbyemera/ disagree
servisi n’ubufasha mu mucyo kandi choice 3). Hagati na hagati/ not sure
ntabusumbane./ During COVID-19 4). Ndabyemera/ agree
lockdown period, Local leaders in my
neighborhood delivered good support 5). Ndabyemera cyane/ Strongly agree
services for all citizens equally and
transparently.
3. Igihe cya guma murugo servisi Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
z’ibanze nk’ubuvuzi, kugura ibyo kurya kimwe/ Single 2). Simbyemera/ disagree
n’amabanki, byahawe abaturage mu choice 3). Hagati na hagati/ not sure
buryo bushimishije./ During COVID-19 4). Ndabyemera/ agree
lockdown, essential services such as 5). Ndabyemera cyane/ Strongly agree
healthcare, food shopping, banking or
other emergence services were provided
fairly.
4. Igihe cya guma murugo inzego Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
z’umutekano zajyaga zituvugisha neza/ kimwe/ Single 2). Simbyemera/ disagree
During COVID-19 lockdown, security choice 3). Hagati na hagati/ not sure
forces ‘communication with me was 4). Ndabyemera/ agree
appropriate 5). Ndabyemera cyane/ Strongly agree
5. Igihe cya guma murugo, inzego Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
z’umutekano n’abayobozi bo mu nzego kimwe/ Single 2). Simbyemera/ disagree
z’ibanze nta kintu kibi bankoreye/ choice 3). Hagati na hagati/ not sure
During COVID-19 lockdown , security 4). Ndabyemera/ agree
forces and local leaders treated me with 5). Ndabyemera cyane/ Strongly agree
an unbiased attitude
6. Igihe cya guma murugo, inzego Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
z’umutekano n’abayobozi bo mu nzego kimwe/ Single 2). Simbyemera/ disagree
z’ibanze ntagikorwa cyo kubogama choice 3). Hagati na hagati/ not sure
bangaragarije/ During COVID-19 4). Ndabyemera/ agree
lockdown, security forces and local 5). Ndabyemera cyane/ Strongly agree
leaders were honest and polite with me
7. Igihe cya guma murugo, abayobozi bo Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
mu gace ntuyemo bagerageza gufasha kimwe/ Single 2). Simbyemera/ disagree
abaturage kubona ibyo bakenera kandi choice 3). Hagati na hagati/ not sure
bigakorwa mu mucyo/ During COVID- 4). Ndabyemera/ agree
19 lockdown, the processes of 5). Ndabyemera cyane/ Strongly agree
supporting citizens involving local
leaders in my neighborhood attempt to
meet all citizen needs transparently
8. Igihe cya guma murugo, abashinzwe Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
umutekano n’abayobozi b’inzego kimwe/ Single 2). Simbyemera/ disagree
z’ibanze bashyize ingamba mu bikorwa choice 3). Hagati na hagati/ not sure
bagendeye ku kuri kandi ntawe 4). Ndabyemera/ agree
birengangije/ During COVID-19 5). Ndabyemera cyane/ Strongly agree
lockdown period, The COVID-19
controlling measures employed by
security forces and local leaders were
conducted with fairness and justice
9. Igihe cya guma murugo abashinzwe Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
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umutekano n’abayobozi b’inzego kimwe/ Single 2). Simbyemera/ disagree

zibanze, mu bulyo bwumvikana neza, choice 3). Hagati na hagati/ not sure
bahaye abaturage ibisobanuro, 4). Ndabyemera/ agree
amabwiriza n’imirongo ngenderwaho, 5). Ndabyemera cyane/ Strongly agree
bijyanye no kwirinda./ Security forces
and local leaders provided reasonable
explanations and specific guidance on
the government restrictions to the
citizens
10. Nanyuzwe n’ubufasha bwatanzwe Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
n’abayobozi b’igihugu igihe cya guma kimwe/ Single 2). Simbyemera/ disagree
murugo/ During COVID-19 lockdown choice 3). Hagati na hagati/ not sure
period, I was fully satisfied with support 4). Ndabyemera/ agree
received from government officials
11. Niba utaranyuzwe, n’izihe mpamvu inyandiko / Text Sobanura / Please describe
zatumye utanyurwa n’ubufasha …………………………………………………
bwatanzwe n’abayobozi igihe cya guma ……………………………………………..
murugo? / What were the main reasons ………………………………………………….
for dissatisfaction in service delivery or
support during COVID-19 lockdown
period?
IGICE CYA 10. KUTABOGAMA, UKURI, UBUNYANGAMUGAYO, NO GUKORERA MU MUCYO BYARANZE
ABAYOBOZI IGIHE CYO GUTANGA UBUFASHA NA SERVISI MU GIHE CYA GUMA MURUGO?/ THE EXTENT
OF TRANSPARENCY, ACCOUNTABILITY, FAIRNESS, INTEGRITY IN DELIVERY CHAIN OF SERVICES AND
SUPPORT FROM THE GOVERNMENT OFFICIALS (COMPLIANCE)
IBIBAZO/ Question UBURYO IBISUBIZO/ Answer

BWOGUSUBIZA/
Option
10.1 Ni ku kihe kigero kutabogama, ukuri, Hitamo igisubizo
ubunyangamugayo, no gukorera mu mucyo kimwe/ Single choice 1) Babyitwayemo neza cyane/ Very
byaranze abayobozi igihe cyo guhitamo transparent
abagenewe inkunga no kuyibagezaho 2) bitwaye neza / transparent
byihutirwa (y’ibyo kurya n’ibikoresho 3) bitwaye neza biciriritse/ not sure
by’isuku) mu gihe cya guma murugo?/ 4) ntabwo bitwaye neza/some what
How transparent was the selection of the transparent,
most relevant beneficiaries of relief items 5) ndifashe/ not transparent
(food and sanitation items) by the
Government of Rwanda during COVID-19
10.2 Muli ibi bikurikira, hitamo uko wemeranya cyangwa utemerenya n’imyitwarire yo kutabogama, gukoresha
ukuri, ubunyangamugayo, no gukorera mu mucyo byaranze abayobozi igihe cyo gutanga ubufasha na servisi mu
gihe cya guma murugo? / To what extent do you agree or disagree with the following statements on transparency,
accountability, fairness, integrity in delivery chain of services and support from the local leaders or government
authorities during COVID-19 lockdown?
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1. Abayobozi bifashishije iminzani kugira Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
ngo hatabaho kubogama igihe hatangwaga kimwe/ Single choice 2). Simbyemera/ disagree
inkunga/ While distributing food during 3). Hagati na hagati/ not sure
Covid-19 lockdown, weighing scales were 4). Ndabyemera/ agree
used by leaders in local administrative 5). Ndabyemera cyane/ Strongly agree
entities to ensure equal packages for every
beneficiary
2. Amakimbirane, akarengane n’ibindi Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
bibazo bishamikiye ku nkunga yatanzwe kimwe/ Single choice 2). Simbyemera / disagree
igihe cya guma murugo, byakemuwe neza 3). Hagati na hagati/ not sure
n’abayobozi/ Complaints, disputes, or 4). Ndabyemera/ agree
grievances about government support were 5). Ndabyemera cyane/ Strongly agree
resolved fairly by the authorities
3. Igihe cya guma murugo ishyirwa mu Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
bikorwa ry’umukwabu lyubahirije kimwe/ Single choice 2). Simbyemera/ disagree
uburenganzira bw’ibanze bw’abaturage/ 3). Hagati na hagati/ not sure
During covid-19 lockdown and curfews 4). Ndabyemera/ agree
implementations, fundamental human 5). Ndabyemera cyane/ Strongly agree
rights were taken into consideration
Hitamo igisubizo 1). Simbyemera nagato Strongly disagree

4. Ishyirwa mu bikorwa ly’umukwabu mu kimwe/ Single choice 2). Simbyemera/ disagree
gace ntuyemo, lyali rikwiye, rikenewe 3). Hagati na hagati/ not sure
kandi lyagendeye ku mategeko/ In my 4). Ndabyemera/ agree
neighborhood, the lockdown and curfew 5). Ndabyemera cyane/ Strongly agree
enforcements were significantly lawful,
necessary and appropriate
5. Igihe cya guma murugo hashyizweho Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
uburyo bwihariye bworohereza ababana kimwe/ Single choice 2). Simbyemera /disagree
n’ubumuga kubona ibikenerwa by’ibanze 3). Hagati na hagati/ not sure
mu buzima bwabo bwa buli munsi/ When 4). Ndabyemera /agree
enforcing lockdown restrictions and 5). Ndabyemera cyane/ Strongly agree
curfew, officials took steps to prevent
abuse and hold officers accountable
6. Mu gace ntuyemo hari uburyo bwite Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
bwateganijwe bwo gufasha abantu kimwe/ Single choice 2). Simbyemera disagree
gukomeza kubona amazi meza igihe cya 3). Hagati na hagati not sure
guma murugo/ In my neighborhood, there 4). Ndabyemera agree
were proactive steps to ensure continuous 5). Ndabyemera cyane/ Strongly agree
access to clean water for all during
COVID-19 lockdown period
7. Igihe cyo gushyira mu bikorwa Hitamo igisubizo 1). Simbyemera nagato/ Strongly disagree
umukwabu ujyanye na guma mu rugo, kimwe/ Single choice 2). Simbyemera/ disagree
abayobozi bashyizeho ingamba zikumira 3). Hagati na hagati not sure
ihohoterwa, n’uburyo bwo gukurikirana 4). Ndabyemera agree
abashinzwe umutekano batitwaye neza 5). Ndabyemera cyane/ Strongly agree
igihe cyo gukora akazi bashinzwe./ When
enforcing lockdown restrictions and
curfew, officials took steps to prevent
abuse and hold officers accountable )
8.Tubwire uko ubona ruswa muli iki gihe igihugu gihanganye n’icyorezo cya Coronavirusi/
Please evaluate various views about corruption during COVID-19 Pandemic
8.1. Ruswa ihagaze ite mu rwego Hitamo igisubizo 1) Yiyongereye /Increased, 2)Yagabanutse
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rw’imitangire ya servisi muli iki gihe kimwe/ Single choice Decreased, 3) Ntacyahindutse / Remained
cy’icyorezo cya Coronavirusi? / How do the same, 4) Simbizi / Don’t know
you evaluate the level of corruption in
service delivery during this period of
coronavirus pandemic?
8.2. Ibyiciro bikurikira ni byo bitungwa Hitamo igisubizo 1) Polisi /Police, 2)Urwego Rw’igihugu
agatoki ku bijyanye na ruswa muli iki gihe kimwe/ Single choice rushinzwe ubugenzacyaha/RIB, 3)
cy’icyorezo cya Coronavirusi/ The abayobozi munzego zibanze /local leaders,
following are the most involved in 3) abakoresha / employers , abandi,
corruption during this COVID-19 sobanura /others please specify
pandemic
8.3. Impamvu zikurikira nizo zikunze Guhitamo 1) kwirinda guhanwa kubera kutubahiriza
kuvugwaho gutiza umulindi ruswa muli iki byinshi/Multiple amabwiriza ya guma murugo / Avoiding
gihe cy’icyorezo cya Coronavirusi/ choice arrest & detention for lock down violation
Following are the main resons for which 2) Kwirinda gufungirwa iduka/akabari
some people paid bribe during COVID 19 mugihe bitubah irije amabwiriza
lock down yogukumira COVID-19 / Avoiding closure
of busineses (shops, bars, beauty & hair
saloon, Etc.)
3) Kurekurwa mbere yigihe cyateganijwe
mugihe wafashwe bitewe nokutubahiriza
amabwiriza ya guma murugo / Avoiding
arrest for violating preventive measures
(wearing mask properly, non respect of
social distancing…
4). Izindi mpamvu sobanura /Others please
specify…
8.4. Ni zihe ngaruka ubona zaba ziterwa Hitamo igisubizo 1) abahanwa bumva barenganijwe /Feeling
n’uko nta bihano bihamye kandi bizwi na kimwe/ Single choice of injustice for culprits
bose bihana abatubahiriza amabwiriza 2) bituma abayobozi baha abakoze amakosa
ajyanye no kwirinda icyorezo cya ibihano bikakaye / It encouraged some
Coronavirusi/ How do you evaluate authorities to overfine culprits
consequences of lack of standardized fines 3) bituma habaho icyuho cya ruswa / It
for violation COVID 19 preventive encouraged some authorities to ask for bribe
measures 4) Izindi ngaruka, sobanura / If any answer,
specify
8.5. Waba warahuye na ruswa wowe Hitamo igisubizo 1). Yego/ Yes 2). Oya/ No 3). Simbizi/
ubwawe cyangwa umwe mu b’iwawe muli kimwe/ Single choice don’t know
iki gihe cya Coronavirusi (Gutuga,
gutonesha, ikimenyane, ruswa y’igitsina,
n’izindi mpano?) / Did you or anyone in
your household experience corruption
(Bribery, nepotism, favoritism, sexual
favors or gift?)
8.6. Niba byarabayeho, ni nde (umuntu wo Hitamo igisubizo 1) Polisi /Police, 2)Urwego Rw’igihugu
mu rwego runaka) wahawe iyo ruswa? / If kimwe/ Single choice rushinzwe ubugenzacyaha/RIB, 3)
yes, to whom did you or anyone in your abayobozi munzego zibanze /local leaders,
household pay such corruption? 3) abakoresha / employers , abandi,
sobanura /others please specify
8.7. Hali hagambiriwe iki igihe cyo Guhitamo Sobanura …………………………. / Please
gutanga iyo ruswa? / If yes, to whom did byinshi/Multiple specify ………………………….
you or anyone in your household pay such choice
corruption?
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8.8. Hatanzwe ubuhe bwoko bwa ruswa Hitamo igisubizo 1) Ruswa yamafaranga /Bribery, 2) itonesha
(ugendeye ku moko ya ruswa yavuzwe kimwe/ Single choice / Favoritism, 3) ruswa ishingiye
haruguru)? What was the corruption for?” kugitsina /Sexual favors, 4) impano / Gift,
5) ubundi bwoko bwa ruswa, sonabura/ Any
other form of corruption, specify ……
8.9. Haba haratanzwe amafaranga Inyandiko/Text Sobanura /Please describe………………..
angan’iki, cyangwa niba hataratanzwe ……………………………………..
amafaranga, hatanzwe ibindi bintu
bingan’iki? / Which Forms of corruption
did you or anyone in your household
experienced?
If bribe, how much did you or anyone in
your household pay?
IGICE CYA 11. IBISHOBORA KUBANGAMIRA ISHYIRWA MU BIKORWA RY’INGAMBA

ZIKUMIRA COVID 19 N’IBISUBIZO ABAYOBOZI N’ABATURAGE BAGENDERAHO /POSSIBLE CHALLENGES
AND MITIGATIONS ASSOCIATED WITH THE IMPLEMENTATION OF COVID-19 PREVENTIVE MEASURES FOR BOTH GOVERNMENT OFFICIALS AND THE
COMMUNITY.
11.1. Ni izihe mbogamizi nyamukuru urugo rwawe ruhura nazo biturutse ku ngamba zo gukumira COVID-19?
(Sobanura)/ Which are the main challenges your household currently faces resulting from COVID-19 preventive
measures? (Please describe)……………………………….
11.2. Ufite ibitekerezo byinyongera bijyanye nibyo ukeneye cyane muri ikigihe cyicyorezo cya COVID-19?
Sobanura / Do you have additional comments regarding your most pressing needs?
Please specify
11.3. Ni izihe nkunga ukeneye muri guverinoma kugirango ukemure neza ibibazo watewe ningamba zo gukumira
COVID-19 (sobanura)/ What support do you need from the government, to better address challenges COVID-19
preventive measures poses to your household? (Please describe)
11.4. Waba ufite icyifuzo CYO gushyira mu bikorwa ingamba zo kugabanya ubukana bwa COVID-19? Nyamuneka
sobanura / Do you have any recommendations for Implementation of COVID-19 Community Mitigation Measures?
Please specify …………………………….
MURAKOZE MU GIHE CYANYU
THANK YOU FOR YOUR TIME
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Final QSDS Draft Report Dec 2020 Tirw

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Final QSDS Draft Report Dec 2020 Tirw

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QUANTITATIVE SERVICE DELIVERY SURVEY

[To Assess the Fairness, Integrity, Transparency, and Accountability

DR. BOSCO BINENWA

Table 3: Reasons for non-eligibility to receive relief assistance.................................................................33

Table 4: Frequency in receiving relief assistance.......................................................................................34

Table 5: Timing of relief assistance distribution........................................................................................35

Table 7: Level of satisfaction of service delivery or support from Government officials...........................37

Table 8: Perception on the level of corruption during COVID-19 period...................................................40

Table 11: Experience of corruption during COVID-19 lockdown...............................................................44

Table 12: To whom corruption was paid..................................................................................................45

Table 13: Forms of corruption during COVID-19 lockdown period............................................................46

Table 14: Amounts of money paid as corruption.......................................................................................48

Table 15 Extent of citizens’ work interruption due to COVID-19 restrictions............................................50

Table 16: Group of workers most affected by the COVID-19 pandemic....................................................50

Figure 2: Rwanda’s Gross Domestic Product growth 2007 – 2017...........................................................15

Figure 3: Rwanda’s population pyramid (2018).........................................................................................17

Figure 5: Level of respondents’ awareness about COVID-19 preventive measures...................................25

Figure 8: Proportion of respondents’ personal conviction to adhere to COVID-19 preventive measures. 28

Figure 10: Availability of COVID-19 preventive equipment in public gathering spaces.............................31

Figure 12: Extent of work interruption by gender.....................................................................................52

Figure 13: Effects of COVID-19 on peoples’ daily life.................................................................................53

Figure 14: Impact of COVID-19 on the capacity of renting house..............................................................56

Figure 15: Extent of effect of COVID-19 on accessing health services.......................................................58

Additionally, the Government of Rwanda introduced a number of policies and initiatives to

1.2. Objectives of the survey

The specific objectives of the survey were to:

1. Analyze the level of awareness of COVID-19 preventive measures in the community.

Source: Trading economics.com/Rwanda/coronavirus-cases [World Health Organization]

transparency in distribution of Government emergency support to affected citizens, corruption

2.1. Awareness of COVID-19 preventive measures in the Rwandan community

2.2. Effectiveness of communication channels about the preventive measures of COVID-19 in

2.3 Transparency, accountability, fairness, and integrity in public service delivery

The Government of Rwanda committed to promote accountable governance to delivery of

2.4 Impact of COVID-19 restrictions on citizens’ primary needs

agricultural products because of COVID-19-related restrictions. This is likely to affect the

Figure 2: Rwanda’s Gross Domestic Product growth 2007 – 2017

Source: National Institute of Statistics of Rwanda

Figure 3: Rwanda’s population pyramid (2018)

Source: Index mundi.com

3.2. Study population

3.3. Sampling strategy and sample size

Table 1: Surveyed sample size by district

District Count Percentage

Bugesera 163 6.7%

Burera 162 6.6%

Gasabo 163 6.7%

Gatsibo 165 6.8%

Gicumbi 166 6.8%

Huye 150 6.1%

Kamonyi 167 6.8%

Kayonza 157 6.4%

Kicukiro 159 6.5%

Musanze 167 6.8%

Nyabihu 162 6.6%

Nyamagabe 169 6.9%

Nyarugenge 162 6.6%

Nyaruguru 167 6.8%

Rubavu 163 6.7%

Total 2442 100.0%