MBAZA
Connecting citizens and public institutions in Rwanda through digital complaint submission, transparent tracking and coordinated case resolution.
MBAZA
Mbaza modernizes Rwanda’s e-Citizen complaint management system, building on the country’s progress in digitizing public services. The initiative brings citizen reporting and institutional responses into a connected complaint lifecycle, with clearer routing, progress tracking and follow-up from submission to resolution.
CLIENT
MINALOC
Engagement
Phased delivery
SECTOR
Government
REGION
Rwanda
3
Languages
2
Connected portals
1.6M
Complaints submitted in the first year
1.3M
Complaints resolved in the first year
01
CLIENT
Advancing citizen engagement and public accountability.
The Ministry of Local Government (MINALOC), working with the Ministry of ICT and Innovation (MINICT), the Rwanda Information Society Authority (RISA) and QT Software Ltd, led the initiative to rebuild the e-Citizen complaint management system. Mbaza supports their ambition for more transparent, inclusive and responsive handling of public service grievances.
02
CHALLENGE
Rebuilding the complaint lifecycle around citizens.
The initial e-Citizen platform enabled digital complaint submission but lacked clear case assignment, progress tracking, inter-institutional coordination, and flexible escalation and de-escalation paths, leading to delays, misdirected cases, and unresolved complaints. Citizens received limited confirmation and follow-up, while officers lacked caseload visibility. Offline responses and resolutions disrupted digital records, and the absence of post-resolution feedback limited satisfaction measurement and service improvement. Mbaza needed to address these gaps across the entire complaint lifecycle.
03
APPROACH
From submission to resolution.
Mbaza brings citizen reporting and institutional case management into one workflow. A citizen submits a complaint with location details and supporting attachments. An officer reviews the case, routes it to a primary institution and tags other relevant institutions where collaboration is needed. A shared timeline records actions and updates until resolution, with SMS and email notifications keeping citizens informed. Citizens can review and rate the resolution, giving institutions feedback on their experience. AI supports complaint categorization and routing, while officers review complex or incorrectly routed cases and retain responsibility for approvals and institutional responses.
04
PRODUCTS
Two experiences supporting citizens.
01
Citizen Portal
Complaint submission, tracking IDs, case status, anonymous reporting and resolution reviews. Kinyarwanda, English and French support different language preferences.
02
Officer Portal
Central complaint management, routing to a primary institution, tagging supporting institutions, case timelines, public and private comments, and manual review of cases requiring intervention.
05
TECHNOLOGY
Under the hood.
06
IMPACT
Making complaint handling more visible and coordinated.
Mbaza helps citizens track concerns through IDs, status updates, notifications, and resolution reviews that use feedback to improve services.
For institutions, a central workspace, shared history, and coordinated routing improve case handling and accountability. Public dashboards show complaint activity, while AI supports initial processing and officers retain decision-making control.
The platform supports future expansion to more institutions, advanced AI-driven orientation, and AI assistants.
I was introduced to Awesomity to develop a citizen engagement platform. Initially, I had doubts about their ability to deliver, given the complexity and scale of the system required. I was pleasantly proven wrong. The experience was outstanding—timely delivery, strong project management, exceptional design quality, and an excellent user experience. Awesomity demonstrated a deep understanding of large-scale government systems and delivered beyond expectations. Truly, Awesomity lives up to its name.
Ariane MUGISHA
Chief Digital Officer at Ministry of Local Governance
