Developing countries increasingly invest in digital platforms to transform government operations and enhance public service delivery. In Rwanda, this transformation is driven by IremboGov, an integrated e-government platform that streamlines access to essential services. While this initiative marks significant progress, several barriers remain, including limited internet access, high device costs, and low digital literacy. Overcoming these challenges is vital to ensuring inclusive participation in Rwanda’s digital future.
The digitalization of public services lies at the heart of Rwanda’s Vision 2050, a policy framework aimed at building accountable, capable, and modern state institutions—driven by national vision and political commitment.
The first National Strategy for Transformation (NST1, 2017–2024) focused on strengthening institutional capacity, improving service efficiency, and enhancing accountability in public administration. Building on this, the second National Strategy for Transformation (NST2, 2024–2029) sets two ambitious targets for 2030: achieving 100% end-to-end digital government services and providing every citizen with a unique digital identity to improve service quality and efficiency.
IremboGov—the engine of Rwanda’s digital government
Launched in 2015, IremboGov has become the backbone of Rwanda’s digital transformation strategy. As an integrated platform, it provides citizens access to over 100 services in sectors such as family affairs, immigration, health, education, taxation, and land management—greatly improving efficiency and accessibility nationwide.
Each month, the platform handles between 300,000 and 500,000 applications, with 80% of transactions completed online. Payments are processed in real time through mobile money, credit cards, and internet banking—mobile money being the most widely used. Since its launch, IremboGov has processed over 25 million applications worth approximately USD 300 million in transactions, saving more than 100 million working hours. Service delivery times have also reduced from five days to just 24 hours.
IremboGov operates under a public-private partnership model and generates revenue through commissions on successful paid applications. The platform is accessible via a website, mobile app and a text-based Unstructured Supplementary Service Data (USSD) interface that works on feature phones without requiring internet, ensuring inclusive access. To further promote digital inclusion, more than 7,000 agents across the country provide last-mile support, assisting citizens who lack internet access or digital skills, interact with public services.
Affordability and accessibility divide
While IremboGov represents a major achievement, international assessments underscore areas needing improvement. The 2024 United Nations E-Government Development Index (EGDI), which evaluates online service delivery, telecommunications infrastructure and human capital, shows Rwanda’s score improved from 0.55 in 2022 to 0.58 in 2024. Despite this improvement, this remains below the African average of 0.86 and the East African average of 0.75.
The EGDI identifies two main areas for growth: expanding internet connectivity, particularly affordable mobile access, and strengthening digital literacy to empower citizens to engage with e-government platforms and the broader digital economy.
Despite 99% mobile broadband coverage, only 20% of Rwandans use mobile internet, highlighting a significant access gap. Mobile phones are the primary means of internet access, yet only 22% of the population owns a smartphone, significantly lower than the East African average of 32% and Sub-Saharan Africa’s 49%.
Affordability remains a key obstacle. For the lowest 40% of income earners, the cost of a basic internet-enabled phone and 1 GB of data consumes about 60% of their monthly income, making connectivity prohibitively expensive and thereby limiting digital inclusion.
Government policies like increasing taxes for mobile services risk compounding the issue. As per a recent report by GSMA—a trade association representing the interests of mobile network operators worldwide—raising the excise duty from 10% to 12.5%, alongside reintroducing an 18% VAT on imported handsets, would significantly raise device costs. These measures would disproportionately burden the rural population, 93% of whom live below the poverty line. Such tax changes undermine the objectives of the National Broadband Policy and Strategy and the ConnectRwanda 2.0 initiative, which aims to boost smartphone ownership among low-income households.
Digital literacy gap—the growing urgency
Infrastructure alone is not enough—digital skills are essential for navigating platforms like IremboGov and accessing e-government services. However, digital literacy remains limited, particularly in rural areas. Recent findings on tax e-services show that many users struggle to engage with digital systems effectively.
This challenge is becoming increasingly urgent as Rwanda plans to launch over 200 additional e-services. The Ministry of ICT and Innovation estimates that five million Rwandans require enhanced digital skills to interact effectively with these platforms. In response, the government aims to raise digital literacy from 53% to 80% by 2027, to achieve universal digital literacy by 2030. These efforts are crucial to bridge the urban-rural divide and ensure equitable access in the country’s digital transformation journey.
Rwanda’s progress in digital governance is impressive, but persistent challenges around connectivity, affordability, and digital literacy continue to impede equitable access. These obstacles are not unique to Rwanda; many developing nations face similar issues as they pursue digital transformation.
To ensure these efforts benefit all citizens, government policies must match ambition with reality. This means investing not only in infrastructure and skills, but also in policies that protect the cost of access and affordability. By prioritizing inclusion, Rwanda—and countries like it—can build digital governments that serve everyone, regardless of income or geography.
