TITLE:
Assessing the Impact of Digital Transformation on Local Government Service Delivery in Rwanda: A Comprehensive Review
AUTHORS:
Gakire Bob, Senay Kebede
KEYWORDS:
Local Governments, Digital Transformation, Service Delivery, Rwanda
JOURNAL NAME:
Journal of Service Science and Management,
Vol.18 No.6,
December
3,
2025
ABSTRACT: In an era where digital transformation is vital for enhancing public services, stimulating economic growth, and ensuring societal resilience, governments are increasingly prioritizing the integration of digital technologies in public administration. This study examines the impact of digital transformation on service delivery in local government entities in Rwanda, a country striving to become a knowledge-based economy. The study addresses three critical questions: the effectiveness of digital transformation in service delivery, the strengths and weaknesses identified in these efforts, and actionable recommendations for improvement. Using a mixed-methods approach of regulatory document review, surveys, and stakeholder engagement, the study provides a comprehensive assessment of how digital technologies are reshaping governance practices and public service delivery in Rwanda. Over the years, Rwanda has made significant strides in digitalizing services at local Government entities. Despite these achievements, challenges remain in improving the digitalization of service delivery, such as a lack of digital infrastructure and inadequate training for officials and staff at local entities. Recently, the Ministry of Local Government in Rwanda conducted an assessment, and after reviewing several related documents and reports, the study suggests the following recommendations. These include enhancing digital Infrastructure, improving E-Government Platforms, increasing Capacity Building and Training, improving Citizen Engagement and Feedback Mechanisms, increasing collaboration with technology partners, and having a strong monitoring and evaluation system. As Rwanda continues its journey toward digital innovation, this study underscores the pivotal role of technology in promoting effective governance and improving the quality of life for its citizens.