How Rwanda brought government services online for millions of citizens

240public services on the platform by November 2025

42%growth in online applications, from 5.9 million in 2022 to 8.4 million in 2023

Figures as reported by the named sources. See sources below.

Transformation in Africa: IremboGov, Rwanda. This is an industry insight drawn from public sources. It is not a Cufia client story.

One front door for citizens: how a single platform made public services faster, more transparent and accessible from anywhere.

The context

Rwanda set out to make public services faster, more transparent and accessible from anywhere, as part of its long-term development vision. Citizens previously had to travel to government offices and queue for documents and permits.

What they did

In 2015 Rwanda introduced IremboGov, a single web and USSD platform for public services, built and run by Rwandan technology company Irembo in partnership with government.

Citizens can apply for services such as birth and marriage certificates, driving licences, health insurance and land titles online, pay through mobile money or cards, or get help from a network of local agents.

The results reported

Online applications grew from 5.9 million in 2022 to 8.4 million in 2023, a 42% increase (Cenfri analysis of platform data)
By November 2025, the platform offered 240 services, supported by more than 3,000 agents (Rwanda’s ICT Minister)
Time citizens spend obtaining services reduced by over 80%, saving more than 120 million hours of travel to government offices (Ministry of ICT and Innovation, as reported)

The lessons

Use one front door for citizens.
Design for every channel, including USSD for basic phones.
Combine digital with human assistance through agents, so no one is left behind.

How Cufia helps

Our Digital Strategy, Customer Experience, Data Governance and Project Management services help public institutions design citizen-centred services and deliver complex reform programmes.

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