In a move to elevate citizen-centric government services, IremboGov has unveiled the successful outcomes of its operations in 2023, underscoring its commitment to providing Rwandans with easy access to all government services at their fingertips.
Through a comprehensive audit and the introduction of the Byikorere campaign, Irembo has revolutionised accessibility, empowering citizens and fostering a seamless experience in utilising technology for government services.
Improvements and enhancements
In 2023, the company focused on improving the user experience on IremboGov, with 75 enhancements impacting 25 services in partnership with 11 institutions. The enhancements covered attachments, service processing procedures and time, price changes, and certificates.
A particular focus was put on reducing the processing time for various services as part of Irembo’s commitment to continuous improvement of the quality of services with their Zero Trip, Zero paper vision. Currently, some services can be obtained within two to three hours, while others take three to seven days.
There were also investments in eliminating specific attachments for services and adopting technology-driven solutions that have streamlined processes, reduced travel requirements, and minimised paper usage.
Liliose Nyinawinkindi, Director of Customer Experience and Service Distribution at Irembo, underscored that the company's future is centred on empowering Rwandans to access government services conveniently and effortlessly.
"By streamlining processes and reducing paperwork where possible, we’re reducing citizen trips and attachments, making accessing essential services as easy as a click. It’s about convenience, efficiency, and putting the power in the hands of IremboGov users,” she said.
The impact of the Byikorere campaign
The "Byikorere" (Do It Yourself) campaign was launched in May 2023. The initiative aimed to enhance individuals' confidence and skills in utilising technology to request government services, increasing their digital confidence.
Irembo improves the experience of citizens engaging with government institutions for different services regardless of their access to connectivity, ownership of a smart device, or digital confidence, given that the company is built on multiple platforms (USSD, mobile, and web), as well as operate an agents network to accompany citizens.
"At the beginning of 2023, we recognised the significance of empowering citizens with the knowledge of seamlessly accessing government services through Irembo. We firmly believe that every citizen should be aware of the simplicity involved. Our mission is to ensure that everyone learns to navigate these processes independently, enabling them to save time and streamline the acquisition of government services,” said Israel Bimpe, CEO of Irembo.
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By engaging with communities through the Irembo Team and the Digital Ambassadors programme, the Byikorere campaign was successfully implemented in two provinces (East and West) across 50 sectors by the end of 2023, educating approximately 40,000 citizens.
The campaign also led to a 38 per cent increase in people capable of accessing government services independently.
One of the beneficiaries, Emmanuel Rwanzire, who resides in Nyagatare district, said, "I’ve learned the power of self-reliance from the Irembo team; now, I can request and access my marriage certificate using my phone. With the knowledge that I can simply press *909 and access Irembo services from anywhere, I feel empowered."
Irembo’s goal is to reach every citizen in 2024. The company also plans to strengthen the self-service campaign, extending it to the remaining 366 sectors, expecting a significant increase in empowered citizens.
More services were added to IremboGov
In 2023, Irembo digitised 14 new services available on IremboGov and 104 services are accessible for payment on the platform, such as Tourist permits, Court Fees, Research Permit, Food and Drug Licenses, and Standards Certification, demonstrating the diverse offerings accessible through this efficient payment system.
The ongoing mass service digitisation initiative seeks to expand the range of services, including recent additions such as photography and videography shooting permit from Rwanda Cultural Heritage Academy (RCHA), recovery of Rwandan nationality and Rwandan nationality by origin from Rwanda Directorate General of Immigration and Emigration (DGIE), adoption record, record of recognition, and divorce record from the Ministry
Currently, 682 services are digitized by Irembo, where 123 services are fully on IremboGov, and different institutions digitize 559 to be accessible for payment. Also, the mass service digitization project in progress will continue to increase the services of Local Government, laboratory tests from Rwanda Biomedical centre (RBC), and e-provisional driver’s license from Rwanda National Police.
In addition, with IremboPay, citizens conveniently pay for various services. To name a few: RCHA provides payment services for books, guiding fees, Video coverage, photography, and camping costs; RBC offers National Reference Laboratory Services-related lab tests, blood transfusion services-related lab tests, and vaccination-related tests.
Moreover, Irembo caters for services provided by the National Land Authority, such as transfer of rights on a parcel sold by the state on the abandoned property, registration of rights on a parcel by sub-lease and requesting land title from concession or lease contract for investment.
The role of Irembo agents in the community
Recognising challenges in accessing government services, Irembo has an established agent network of nearly 7,000 across Rwanda. Besides, a new tariff structure with clear revised commissions has been introduced, ensuring fair compensation for the agents' valuable work.
The initiative aims to enhance accessibility and provide equitable remuneration for the essential services Irembo agents provide. For citizens, The "NTUYARENZE" tariff plan ensures transparency, outlining authorised services provided by Irembo agents, associated costs for services on IremboGov, and related requirements such as printing and scanning.
IremboGov says the Byikorere campaign has collectively empowered individuals, reduced barriers, and made government services more accessible.
The company remains committed to continuous improvement and innovation, addressing the evolving needs of citizens and making government services efficient and citizen-centric.