In the past, using government services in Rwanda entailed standing in long lines, carrying paper files, and visiting several offices. Today, services such as birth certificates, passport applications, annual health insurance payments, and driving test permits are accessible online through IremboGov, Rwanda’s national digital platform for public services, launched in 2015.
This shift is changing how people interact with the government; it saves time, reduces paperwork and bureaucracy, and makes services more transparent. Rwanda’s digital progress demonstrates how technology can improve everyday governance and increase citizens’ trust.
However, two issues deserve attention for digital governance to realise its full potential. First, citizens need stronger digital skills to use these services more confidently. Second, government procedures must become simpler for digital platforms to reduce bureaucracy rather than move it online.
Advance together
Digital governance works best when both technology and people are ready, as seen in Estonia, where digital literacy and adequate infrastructure have enabled the efficient use of online public services. Rwanda already has a strong infrastructure, with mobile networks covering most of the population. Yet many citizens still depend on intermediaries to complete online applications, such as those for driver’s permits.
For example, people often visit Irembo agents—trained service providers who help citizens use online government services. Despite these agents’ significant contributions, persistent reliance on them indicates a disparity in digital proficiency.
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Another challenge is that some government procedures remain complicated even after moving online. If digital platforms merely transfer complex processes online, citizens still lose time. For digital government to truly improve daily life, services must be easier to access and complete, and must ensure inclusion.
The government should strengthen digital skills to enable citizens to use online services confidently. Rwanda has already made progress through programmes such as the Digital Ambassador Programme, a national initiative that trains young people to teach digital skills in local communities. Digital ambassadors visit villages, schools, and community centres to show citizens how to use smartphones, online platforms, and electronic payments.
Expanding such initiatives can make digital services more inclusive. Community training sessions can help citizens learn how to apply for government documents online, make digital payments, and track the status of their applications. Local government offices and community centres can also provide guided support to people unfamiliar with digital tools.
In South Korea, public service centres offer digital support, where staff guide citizens through online applications. This approach allows governments to expand digital services whilst ensuring the inclusion of all groups.
When citizens have the skills to use digital systems independently, the benefits will multiply. People will save time on travel, government offices will receive fewer paper requests, and public services will become faster and more reliable. Digital literacy, therefore, will turn digital infrastructure into real, everyday convenience.
Simplifying procedures
The government should simplify the procedures for digital platforms. Technology alone does not solve bureaucratic problems. Transferring complicated processes online means citizens still face delays and repeated steps. The government needs to review existing procedures and remove unnecessary requirements.
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For example, different institutions sometimes ask citizens to submit the same information several times. Digital systems should allow government agencies to share data and reduce the need for repeated document submissions.
Estonia has improved digital governance by adopting the “Once Only Principle,” which requires that officials not ask citizens to provide the same information more than once. When agencies share verified data internally, citizens complete services faster and with fewer documents.
Rwanda can continue improving digital services by focusing on clarity and efficiency. Online platforms should provide simple instructions, clear timelines, and automatic updates on application status. Forms should be short and easy to understand.
When procedures are simplified, digital services truly save citizens time. A farmer applying for a document, a student requesting a certificate, or a business owner completing registration should be able to finish the process quickly without unnecessary steps.
Rwanda’s digitalisation of public services already demonstrates how technology can improve the relationship between citizens and government. Expanding digital skills and simplifying procedures can make these services even more effective.
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When citizens understand how to use online platforms and government processes are straightforward, services will become faster, cheaper, and more reliable, respecting citizens’ dignity. This digitalisation will benefit individuals, businesses, and public institutions alike.
By continuing to strengthen digital inclusion and administrative efficiency, Rwanda can ensure that digital governance serves all citizens and supports everyday social and economic activities.
Rodrigue Ishimwe Mugabo is an African Liberty Writing Fellow. African Liberty is a U.S.-based think tank focused on advancing individual freedom, peace, and prosperity in Africa. He’s available at mugaborodrigo@gmail.com or on X as @MugaboRodriguez. The opinions expressed here are the writer’s own and do not necessarily reflect those of The Chanzo. If you are interested in publishing in this space, please contact our editors at editor@thechanzo.com.
