Efforts to reform public transport services in Rwanda have intensified following continued engagement between the Rwanda Utilities Regulatory Authority (RURA) and transport operators serving the North-West corridor, as the sector faces growing pressure to improve service delivery nationwide.
RURA recently addressed concerns raised by operators including RITCO Ltd, Different Express and Virunga Express regarding the ongoing pilot project titled “Transport Service Enhancement on North-West Corridor through Joint Scheduling.”
The operators had expressed reservations about aspects of the implementation and called for further dialogue.
The pilot program, discussed through a series of consultative meetings, seeks to introduce coordinated scheduling and structured express services along the busy Musanze–Rubavu route.
According to RURA, the joint scheduling framework is intended to address persistent operational challenges, including passenger congestion at terminals, inconsistent departure times and unhealthy competition among operators.
The reform is expected to rationalize departures, improve predictability for passengers and enhance overall service quality.
Operators will continue working with the regulator through a Joint Technical Committee, while a Steering Committee will oversee implementation and receive regular progress updates.
To better understand the situation on the ground, Taarifa visited Nyabugogo Taxi Park in Kigali, where passengers and drivers acknowledged concerns about delays, overcrowding and inconsistent service patterns.
Several commuters said they welcomed reforms that would bring more order and predictability to departures.
Meanwhile, the Association of Transporters in Rwanda (ATPR) issued a statement acknowledging that poor service delivery in parts of the public transport system has become a national concern requiring immediate corrective action.
In its statement, ATPR affirmed its alignment with the position of the Paul Kagame that poor service should not be tolerated under any circumstances.
Speaking to Taarifa, ATPR Chairman Theonest Mwunguzi reiterated the association’s commitment to reform. “Service excellence is not optional; it is a fundamental obligation to the citizens we serve and to the national standards that guide our sector,” Mwunguzi said.
He added that since November last year, ATPR has been working with regulatory authorities and stakeholders to conduct a comprehensive review of operational practices across member companies.
The process has focused on identifying service gaps, strengthening compliance mechanisms, improving operational efficiency and enhancing customer experience.
According to ATPR leadership, a structured reform program is now being implemented to reinforce accountability, establish measurable service standards and reduce operational inefficiencies that have affected some operators.
The reforms prioritize passenger safety, reliability and dignity.
Together, regulatory engagement on the North-West corridor and the broader reforms announced by ATPR signal a coordinated effort to restore public confidence and ensure that public transport services consistently meet national expectations.
