Case study - 09 Aug 2021

Building a citizen-centric experience for local government services in Rwanda.

Background

Local government services such as “marriage certificates”, “birth certificates” and “certificates of being single” are some of the most requested services, contributing to over 20% of applications done through IremboGov. For a long time, citizens had to go through various hectic steps to apply for the services and receive certificates.

We partnered with the Ministry of Local Government (MINALOC) in designing and building a new experience centered around the citizen.

The Problem

  • Multiple trips to government offices for citizen to request, collect and deposit official documents
  • No visibility on the application status for the citizen
  • Limited data on service processing and delivery for the government

What we did

  • Re-designed the user experience for each of the 27 local government services on IremboGov
  • Integrated data from various government systems to ensure citizens aren’t asked for information already available to the government.
  • Streamlined the applications on IremboGov to only three easy steps: apply, review and submit
  • Built a new user profile that made it easy to access the status of the application and download the approved certificate
  • Created new civil registration officer accounts to make approving citizen applications faster

The result

  • Millions of working hours saved for citizens & government officers
  • Zero trips, zero paper services for the citizen
  • Over 1,000,000 electronic certificates processed online since 2020
  • Easier tracking of citizen application status
  • Reports on number of services processed as well as service processing time by local government officers

During the COVID-19 lockdown, most local government services in Rwanda remained available online through IremboGov as a result of providing end-to-end services.

By Ivan
Case study

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