Rwanda’s Journey of Service: 31 Years of Liberation

By: Editorial | Kigali

As Rwanda reflects on 31 years since its liberation, one of the most striking markers of national transformation is the evolution of public service delivery. What was once a highly centralized and inefficient system has gradually become responsive, decentralized, and increasingly digital—bringing services closer to the people in both literal and practical terms.

Speaking to RBA, Afrika Alexis, Director of Good Governance and Service Delivery at the Rwanda Governance Board (RGB), highlighted how decentralization has reshaped the citizen-government relationship.

“There was a time when even minor administrative issues required someone to travel to Kigali,” he noted. “Today, that’s no longer the case. Most services are accessible at the local level, and citizens are no longer passive recipients—they actively participate in shaping how services are delivered.”

His recollection of the early stages of decentralization is telling.

“I remember when a teacher transfer required a trip to the Ministry of Education,” he said. “Now, it’s handled entirely at the district level. That’s the kind of shift we’re talking about—one that restores dignity, saves time, and strengthens governance.”

At the heart of this transformation is not just policy reform, but technological advancement. Digital tools have enabled citizens to access services from home—something unthinkable just a few decades ago.

“People can now apply for essential documents without leaving their living rooms. That’s the future. That’s where the world is going, and Rwanda is already there,” Afrika added.

Local leaders are equally optimistic. Jacqueline Kayitare, Mayor of Muhanga District, spoke about the tangible impact on everyday lives:

“Most Rwandans are farmers, and today they can request agricultural inputs right from their homes or fields. You no longer have to walk miles or wait in long queues. Services are available on the village level or through trained community health workers. Even district offices no longer face the crowds they once did.”

A lesser-known but powerful driver of this progress has been the integration of volunteerism into service delivery. Across Rwanda, trained volunteers serve as intermediaries, helping remote communities access essential services. These individuals are not on government payrolls, but their contribution is significant—they extend the arm of the state where traditional infrastructure cannot reach. And in doing so, they foster a shared sense of accountability and participation.

But challenges remain. Despite notable progress, RGB data indicates that satisfaction with agricultural services stands at 61%, while land and housing services hover at 62%. These numbers, while encouraging, underscore the need for deeper reforms and strategic investments, particularly in sectors that directly impact rural livelihoods.

Still, the overall picture is one of steady, purposeful progress. Over the past three decades, Rwanda has not only rebuilt itself from the ground up but has also redefined how a government can serve its people—with humility, innovation, and inclusivity.

“We’re not just delivering services,” Afrika concluded. “We’re rebuilding trust, expanding opportunity, and ensuring that governance is no longer something distant—but something that lives in every village, every household, and every citizen’s daily experience.”