Rwanda recorded more than 270,000 cases of citizens being unable to access government services through the digital platform Irembo platform over a two-year period, according to a new report by the Office of the Auditor General.
The audit report for the financial year ending June 30, 2025 shows that 270,571 service applications were rejected or not completed between March 2023 and September 2025, despite applicants having paid the required fees in many cases.
The review covered key public services delivered through the platform, including local government administrative services, academic qualification equivalence, notary services, and land-related transactions such as property transfers and gift registrations.
Applications rejected without clear justification
The Auditor General reports that a significant number of applications were either rejected or suspended by service processing officers without sufficient explanation provided to applicants.
In some cases, applicants were required to resubmit their requests and repay service fees, increasing both financial costs and administrative delays for citizens.
The report links these challenges to operational weaknesses in service handling, particularly in the processing and validation stages managed by some officers responsible for approving applications.
Concerns over efficiency of digital services
The findings raise concerns about the efficiency and reliability of Irembo platform, which was introduced to simplify access to government services, reduce paperwork, and eliminate long queues at public offices.
The Auditor General warns that such inefficiencies undermine the government’s broader e-governance agenda aimed at improving transparency, accountability and timely service delivery.
The report recommends improvements in the system to ensure that applicants are first informed of missing requirements so they can correct them before applications are rejected or closed.
Recurrent issue in audit findings
The report also notes that similar challenges have been raised in previous audits, suggesting persistent gaps in service delivery processes despite ongoing digital reforms.
These recurring issues, the Auditor General notes, continue to affect public trust in digital government systems and the overall user experience of online public services.
Irembo platform was established by the Government of Rwanda to centralize and streamline access to public services through an online system designed to improve efficiency, reduce delays, and enhance service accessibility for citizens and residents.
