The impact of digital transformation on local government service delivery in Rwanda: A compressive review

Local governments in Rwanda are progressively adopting digital solutions to improve service delivery thus moving service not moving people as the motto, enhance efficiency, and promote transparency. This shift is vital in a nation focused on socio-economic growth, where effective governance and responsive public services are essential. Rwanda's ambition to become a knowledge-based economy is reflected in its national strategies, including Rwanda Vision 2050 and the National Strategy for Transformation (NST1 and NST2). These frameworks emphasize the role of digital technology in driving innovation and enhancing public service quality. As a result, local government is exploring various digital tools and platforms to streamline operations and engage citizens more effectively. Rwanda has embraced digitalization as a key strategy to enhance governance and improve citizen services. This initiative is central to the country's decentralization efforts, promoting transparency, enhancing efficiency, and expanding access to public services. The Zero Paper, Zero Trip principle aims to eliminate the need for physical documents and office visits by digitizing government services. Platforms like Irembo have transformed service delivery, allowing citizens to apply for services such as marriage certificates and birth registrations completely online. This shift has improved convenience, reduced bureaucratic delays, and bolstered public trust in the administration (MINALOC Survey, 2025). Digitalization has also enhanced transparency in public procurement. The Umucyo e-Procurement system allows local governments to manage procurement processes online, making tendering and contract awards more transparent and competitive, thereby reducing corruption. Citizens, businesses, and oversight institutions can now monitor government spending in real-time, from tender announcements to contract execution. These advancements highlight Rwanda's progressive governance approach, with digitalization serving as a cornerstone of effective decentralization. By integrating ICT tools into its governance structures, Rwanda ensures that decentralized entities deliver timely, transparent, and responsive services in a rapidly evolving digital landscape. Additionally, Rwanda has utilized ICT to improve service delivery for its citizens abroad. The Rwanda Community Abroad Management Information System (RCA-MIS), developed in 2023, provides Rwandans living overseas with access to vital information and services. This platform enhances communication and support for the diaspora, streamlining member registration through a self-registration portal and a consular card request process. Effectiveness and impact of using ICT to enhance service delivery The question aimed to highlight the differences between traditional service delivery methods and those utilising ICT, to identify the resulting benefits. Figure 1: Service delivery modernised with the use of Information and communication technologies (ICTs) in LGs The modernisation of service delivery using ICTs has improved multiple factors considered critical in service delivery, including reduced time compared to services that interface between seekers and service providers (86.61%), as well as reduced forms of corruption (71.53%). The comparison of utilities like electricity and water in service delivery indicated that electricity services are more satisfying than those of water, due to the actual use of ICT in electricity (buy as you use). The results on services being cheaper or reliable remain mixed. Technological advancements and digital transformation have been integrated to improve public financial management (PFM): Transparency and Accountability: Integration of banking systems with IFMIS (Integrated Financial Management Information System) and e-banking platforms has promoted cashless transactions, reduced leakages, and improved traceability. Process Automation: Tools like the NBAS (New Budgeting and Accounting System) have enabled automation of financial reporting and performance monitoring. Integrated Education Payments: The School Data Management System (SDMS) is linked with IFMIS, Umwalimu SACCO, and telecom companies (MTN & Airtel) to track salaries, payments, receivables, and payables efficiently; enhancing audit readiness and minimizing costs related to physical paperwork and bank visits. Most of its services can be paid at irembo agents using Irembo technology (Center of service delivery as per law), through community structures like Umurenge SACCO using MobiCash technology, or with private operators like Irembo agents (Technology), Mobicash Agent (Technology); or individually through “Byikorere- Self-applications” using a mobile phone by dialling *909# and following instructions. Improved status of service delivery Citizens compared the accessibility and speed of the service, as well as its status of being cheaper or more reliable. The following figure provides the results of the appreciation: Figure 2. Improved Status of Service Delivery Increase Efficiency and Speed of Services The Rwandan local government significantly enhanced efficiency and speed in service delivery, achieving a rate of 81.9%, by adopting automated processes. Digital tools have streamlined operational workflows by automating routine administrative tasks, thereby reducing reliance on traditional paperwork and minimizing the potential for human error. Online platforms are transforming the way citizens access essential services, such as permits and licenses. Rather than navigating cumbersome processes that often involved in-person visits and extensive paperwork, individuals could now complete applications and transactions in real time online. This shift resulted in significantly reduced waiting times and heightened customer satisfaction, creating a more responsive service environment. Furthermore, users benefited from the transparency of being able to track the status of their applications online, providing them with reassurance and the ability to follow up on their requests efficiently. Increase Accessibility and Inclusivity Online portals have played a crucial role in enhancing citizens' access to government services, with a rate of 80.73%, which shows a significant improvement compared to the period before 2000. A digital alternative to in-person visits, eliminating travel barriers and allowing individuals to access services conveniently from home at any time. This accessibility fostered autonomy and empowerment among users. The rise of mobile applications further revolutionized access to government services. With smartphones widely used across the country, these apps provided a user-friendly interface for on-the-go access, promoting greater engagement through features such as push notifications and real-time communication with government departments. This significantly enhanced efficiency and responsiveness. Integrating online portals and mobile apps helped create an inclusive environment, ensuring equitable access to resources for all citizens. This digital approach empowered individuals, strengthened community ties, and encouraged civic participation. As technology evolved, maintaining accessibility was crucial for diverse populations to navigate government services effectively, thereby enhancing the effectiveness of public services and promoting citizen engagement in Rwanda. Transparency and Accountability The achievements in service delivery resulting from digital transformation have emphasized transparency and accountability (reliability) as fundamental pillars of effective governance and citizen engagement. Open data initiatives played a crucial role (78.7%) by making government datasets freely accessible to the public. This practice fostered informed decision-making among citizens, enhancing trust in the government by reducing the potential for corruption and misuse of resources. Moreover, open data encouraged collaboration among government entities, the private sector, and civil society, leading to innovative solutions for public challenges and improved societal outcomes. Tracking systems further amplified transparency and accountability by providing digital tools that allowed citizens to monitor the status of their applications for permits, licenses, or social services. These systems increased accountability by providing real-time updates, thereby holding public officials accountable for their timelines and decisions. They empowered citizens by reducing uncertainty and frustration in bureaucratic processes, allowing individuals to take an active role in tracking their requests. Additionally, many tracking systems included feedback mechanisms, which facilitated continuous improvement in public services and reinforced the accountability of government operations. Cost Reduction According to the MINALOC, Survey 2025, the cost of services provided by the Local government is 77.5% cheaper. Traditional service delivery methods in Rwanda often came with high expenses; however, technology streamlined these operations, reducing reliance on manual labor and decreasing the likelihood of human error. For instance, automated systems managed routine tasks such as billing and customer inquiries, which not only cut labor costs but also allowed staff to concentrate on more strategic initiatives. Furthermore, the transition to online services reduced the need for extensive physical infrastructure, resulting in additional savings. Digital transformation has emerged as a pivotal opportunity for enhancing service delivery in local authorities across Rwanda. By adopting advanced technologies, local governments have streamlined their operations, improved communication with citizens, and delivered services more efficiently. This shift not only led to better resource management and transparency but also increased community access to information, fostering a more engaged citizenry. Despite these promising advancements, several challenges hindered the full realization of digital initiatives. The existing technological infrastructure is inadequate, necessitating significant investments in reliable internet connectivity to create a solid foundation for digital transformation. Additionally, staff training became essential, as local authority personnel needed to develop both technical skills and a comprehensive understanding of how to incorporate new technologies into their daily operations effectively. Recommendations Enhance Digital Infrastructure: Invest in broadband connectivity for reliable access in all areas and utilize cloud computing to improve data storage and information sharing among local entities. Improve e-Government Platforms: Develop user-friendly online service portals and mobile applications to facilitate access to government services, issue reporting, and information retrieval for citizens. Increase Capacity Building and Training: Enhance skills through digital literacy programs for public servants and citizens, along with workshops and seminars to share best practices in digital service delivery. Improve Citizen Engagement and Feedback Mechanisms: Utilize surveys and polls for continuous citizen feedback on public services and adopt participatory approaches to involve citizens in decision-making for digital service implementation. Increase Collaboration with Technology Partners: Engage in public-private partnerships with tech companies and establish innovation hubs to enhance digital initiatives through collaboration with startups, government, and academia. The writer is the Permanent Secretary in the Ministry of Local Government.

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The impact of digital transformation on local government service delivery in Rwanda: A compressive review