Mbaza: Powering responsive and accountable local governance

The Ministry of Local Government (MINALOC) has launched a new initiative aimed at enhancing public service delivery nationwide. Mbaza—meaning “ask me” in English—is a digital platform designed to strengthen communication between citizens and public authorities by enabling the online submission of issues, feedback, and information. ALSO READ: New digital system to enhance public service delivery On January 27, the Ministry of Local Government, in partnership with the Ministry of Information Communication Technology and Innovation, initiated the trial phase of the digital citizen engagement portal that empowers citizens to interact directly with public officials. ALSO READ: The impact of digital transformation on local government service delivery in Rwanda: A compressive review This innovative digital platform aims to bridge the gap between citizens and government whereas streamlining access to government services, improve accountability, and encourage citizen engagement. Mbaza promotes transparency through real-time feedback mechanisms, empowering citizens to participate in governance and hold public officials accountable. ALSO READ: Rwanda to build centre of excellence in local governance By digitizing and automating processes, the platform coordinates service requests, provides real-time updates, and simplifies bureaucratic procedures. Ultimately, this initiative seeks to strengthen the relationship between the government and its citizens, fostering trust and collaboration while positioning Rwanda as a leader in effective public service delivery in the region. Mbaza allows citizens to access multiple services from one platform, reducing the hustle associated with navigating various government departments. By digitizing service delivery, Mbaza minimizes the time and effort required for citizens to obtain services, ultimately leading to faster response times. The transparency offered by Mbaza enables better tracking of service requests and government accountability, as citizens can hold authorities to account for delayed responses. The platform generates valuable data that can be analysed to identify trends, enabling local governments to make informed decisions regarding resource allocation and service improvement. Mbaza encourages active citizen participation by allowing users to provide feedback on services, leading to enhancements based on public needs and preferences. With Rwanda's increasing internet penetration and smartphone usage, there is a significant opportunity to leverage existing technology infrastructure for the successful deployment of Mbaza. The government's dedication to digital transformation, as evidenced by prior initiatives, supports the successful implementation of Mbaza. Collaborations with technology firms and NGOs can enhance resources, expertise, and outreach, facilitating a more robust implementation without duplication. Training public servants in digital literacy and service delivery enhances the overall efficiency of the platform, enabling staff to handle requests more effectively. Through Mbaza, citizens can submit concerns, complaints, ideas, and feedback to government institutions and receive direct responses from officials. The platform is designed to be citizen-centric and is integrated with other national digital services, facilitating quicker communication and improved collaboration between citizens and public institutions. This integration aims to promote good governance and improve the quality and efficiency of public service delivery. The trial phase will be conducted in the City of Kigali for one month, with plans for a nationwide rollout following the trial. However, realizing this potential will depend on the effective utilization of existing opportunities. This entails securing sufficient funding, forging strong partnerships with private sector stakeholders, and ensuring that the required infrastructure is firmly in place. A collaborative approach that engages multiple sectors of society will be essential to overcoming potential challenges and guaranteeing the long-term sustainability of the initiative. Bob Gakire is the Permanent Secretary at the Ministry of Local Government (MINALOC).

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Mbaza: Powering responsive and accountable local governance