Irembo, the technology company powering Rwanda’s digital government services platform IremboGov, is intensifying its work with government institutions to strengthen the experience citizens have when accessing public services online.
Following findings from the Office of the Auditor General, which identified cases where citizens completed payment for services through IremboGov but did not receive them, Irembo explained that IremboGov functions as a digital gateway through which citizens submit applications to government institutions for processing.
Once submitted, applications are instantly routed to the responsible institution, where officers review them based on specific requirements and procedures attached to each service.
The current process is designed with citizen protection in mind. The processing officer from the institution has three options: approve the application if it meets all requirements, request further action if some information is missing, or reject the application.
The company says the audit findings sharpen a part of its mandate that has always sat alongside running the platform: supporting government institutions in how they deliver digital public services to citizens. Irembo views the report as a moment to strengthen that joint work, not as an isolated communications matter.
“We are continuously engaging relevant institutions to strengthen application handling, improve communication with applicants, and reduce situations where citizens remain uncertain about the status or outcome of their applications,” Irembo said in a statement.
The audit, covering operations between March 2023 and September 2025, pointed to gaps in how some applications moved through the system after payment.
Applicants completed their part of the process but did not always see a corresponding outcome, leaving them without clear next steps.
Irembo says these cases highlight where the end-to-end experience needs tightening, and where the company and its partners can do more together.
Support for Affected Citizens
Irembo is asking citizens who applied for a service through IremboGov, completed payment, and did not receive the service to take a few direct steps to resolve their case. They should sign in to IremboGov and check the status of the application in their dashboard.
If the results are unclear, they can then contact Irembo customer support at support@irembo.com or via WhatsApp at +250792222220 for guidance on the application and any applicable refund. Irembo processes refunds within applicable timelines, and citizens can track the status through the same channel.
The company has emphasised one point that applies across the board: citizens do not need to make a new payment to follow up on an application they have already submitted and paid for in case additional information is requested.
That single line clarifies a piece of confusion that has shaped how many affected citizens viewed their options.
Platform Improvements Underway
In response, Irembo stated that it is working closely with government institutions to strengthen the delivery of digital public services and improve overall user experience.
“We have been engaging relevant institutions to strengthen application handling processes, improve communication with applicants, and reduce situations where citizens are left uncertain about the status or outcome of their applications,” the company said.
Irembo is also investing in improvements, in partnership with government institutions, aimed at strengthening validation processes and reducing avoidable rejections. This approach aligns with recommendations in the Auditor General’s report.
About Irembo
Irembo began in Kigali in 2014 and launched its flagship product, IremboGov, in partnership with the Government of Rwanda in 2015, as part of a broader effort to digitize public services and reduce the need for in-person visits to government offices.
The platform today hosts more than 250 government services and handles millions of transactions a year.
Irembo continues to work with government partners and stakeholders to strengthen transparency, efficiency, and citizen experience across Rwanda’s digital public service ecosystem.
