eRWANDA PROJECT PHASE OUT REPORT (END TERM ... - World Banksiteresources.worldbank.org/INFORMATIONANDCOMMUNICATIONAND... · (END TERM MONITORING & EVALUATION REPORT) ... 6.2.3 Satisfaction

eRWANDA PROJECT

(END TERM MONITORING & EVALUATION REPORT)

Prepared By:

Byabagambi Arthur

M&E Specialist

eRwanda Project

eRWANDA PROJECT PHASE OUT REPORT


December 2010


1

Contents

1.0 EXECUTIVE SUMMARY ................................................................................................................ 3

2.0 INTRODUCTION AND BACKGROUND .......................................................................................... 5

3.0 OBJECTIVES OF THE SURVEY ....................................................................................................... 6

4.0 RESEARCH METHODOLOGY ........................................................................................................ 6

5.0 SOCIAL-ECONOMIC DEMOGRAPHICS ......................................................................................... 8

5.1 Socio-Economic Characteristics of Case study ........................................................................ 8

5.1.1 Gender Distribution ........................................................................................................ 8

5.1.2 Age Distribution .............................................................................................................. 8

5.1.3 Marital status .................................................................................................................. 9

5.1.4 Economic status .............................................................................................................. 9

6.0 CLIENT PERSPECTIVE ................................................................................................................. 10

6.1 Access to Government services ............................................................................................ 10

6.1.1 Method of transport ..................................................................................................... 10

6.1.2 Time to service centre ................................................................................................... 10

6.1.3 Time to be served ......................................................................................................... 10

6.2 Client Satisfaction ................................................................................................................. 12

6.2.1 Nature of outcome and Follow up ................................................................................ 13

6.2.2 Satisfaction with result of service visits ........................................................................ 13

6.2.3 Satisfaction with customer service ............................................................................... 14

6.2.4 Satisfaction with speed of service delivery ................................................................... 15

6.2.5 General satisfaction with government service delivery ............................................... 15

6.3 Access ability to services and Information ............................................................................ 16

6.3.1 Computer at (work, Home and use) ............................................................................. 16

6.3.2 Opinion poll on ease to access of services .................................................................... 17

6.3.3 Rating of access to telecom services............................................................................. 18

6.3.4 Level of awareness and use of telecom service providers............................................ 19

6.4 Access ability to Information ................................................................................................ 19

6.4.1 Means of Access to Information ................................................................................... 19

6.4.2 Rating of Access to information .................................................................................... 19

6.4.3 Telecenter awareness ................................................................................................... 20

6.4.4 Benefits of a telecenter ................................................................................................. 21

6.5 Awareness of electronic services .......................................................................................... 21

6.5.1 Services accessed electronically ................................................................................... 22

6.6 Population Recommendations .............................................................................................. 23

6.6.1 Proposed services to speed up ..................................................................................... 23

6.6.2 Proposals on enhancing service delivery efficiency ...................................................... 23

6.6.3 Proposal on how to improve access to information ..................................................... 24

7.0 SERVICE PROVIDER PERSPECTIVE ............................................................................................. 25

8.0 CONCLUSION ............................................................................................................................. 25

9.0 ANNEX ....................................................................................................................................... 28

10.0 GRAPHICAL PRESENTATION OF CONTROL DISTRICTS FINDINGS .............................................. 28

10.1.1 Nature of outcome and follow up visits........................................................................ 28

10.1.2 Satisfaction with result of service visits ........................................................................ 28

10.1.3 Satisfaction with customer service ............................................................................... 28

10.1.4 Satisfaction with speed of service delivery ................................................................... 29

10.1.5 General satisfaction with Government service delivery ............................................... 29

10.1.6 Computer at work place................................................................................................ 29

10.1.7 Opinion poll on ease of access to service ..................................................................... 30

10.1.8 Rating of access to information .................................................................................... 30

10.1.9 Telecenter and Bus Usage ............................................................................................. 30

10.1.10 Awareness and usage of electronic services ................................................................. 31

2

11.0 PILOT AND CONTROL DISTRICTS ............................................................................................... 31

12.0 PROJECT OUTPUTS .................................................................................................................... 32

13.0 RESULTS MONITORING TABLE .................................................................................................. 35

3

1.0 EXECUTIVE SUMMARY

In October 2008 a baseline study was conducted in 14 districts and 17 ministries to aid

benchmark all indicators for the planned eRwanda project activities. Following this study the

project has been involved in the implementation of several eGovernment and related

initiatives. A follow up study was conducted by the project in October 2010 to establish how

far the project had come in achieving its set objectives.

For this 2010 survey, field data collection, data entry and preliminary data analysis was done

by a team of 45 Computer engineering and information technology students (CEIT) from

Kigali institute of science and technology (KIST) as part of the final module of the M&E in ICT

program at KIST funded by the eRwanda project.

This end term evaluation study was conducted among at least 3,394 respondents with the

specific objectives to establish the existing ICT infrastructure and applications usage and

distribution in government institutions, the public service delivery performance at

Government institutions, the awareness levels and exploitation of eGovernace among

Rwandan citizens and to establish the level of citizen’s access to Information and public

services.

Regarding ICTs in public institutions a response rate of less than 10% was obtained from the

civil service. It is for this reason that this study focused more on user studies than the

service providers to essentially ensure validity and reliability of the information gathered

and presented. For ICT infrastructure, phase out survey information statistics in the project

M&E matrix were obtained from internal project reports that reveal all information and

numbers with regard to the physical infrastructure that have been established by the

eRwanda Project.

To assess the public service delivery performance as perceived by the clients/citizens,

studies were conducted through exit surveys at public service offices as well as through

general population surveys at work places and households. Following the categories of

questions posed, 81% of respondents are satisfied with the speed of service delivery, while

80.8% are satisfied with the customer care at the service centres and 80.6% are satisfied

with the general delivery of government services. However this leaves a smaller percentage

than the 2008 percentages ranging between 20% and 25% dissatisfied with either the speed

or customer care offered by service providers at government offices. These findings show

increments of 15.8%, 19.4% and 12.3% in citizens’ satisfaction with customer care, speed

and general service delivery respectively.

In addition to these perceptions on service delivery, those interviewed at service centres,

when queried as to their satisfaction with the results from their visits to the service centres

69% were found to be satisfied with the results they obtained from the service centres, an

improvement of 7% from the baseline studies.

4

In establishing the level of citizen’s access to information and public services the study was

split into first an assessment of the ease of access to government services, availability of the

necessary access infrastructure, accessibility to information. Regarding the means with

which service centres are accessed, the commonest means of transport identified were on

foot 45.5% and by taxi/motorcycle 21.2%. And on average the majority (26.2%) spend

between a quarter and half and hour to access the service centres, over 13% improvement

from the 2008 survey. To assess the efficiency with which services are provided to the public

an estimate of time to identify service areas and the time it takes to obtain a service were

estimated and in both cases average times of 24 minutes and 19 minutes were obtained

respectively, there is 5 minute improvement for the former but a 9 minute increment for

the later, which is explained by the fact that infrastructure and applications deployed to

date have not yet been exploited.

In assessing the availability of necessary access infrastructure, an assessment of availability

of computers in the surveyed areas was done and 17% of the respondents consented

availability of computers at home while 23% acknowledge possession and usage of

computers at the work place, this was seen as a 8% increment ion the home ownership and

usage but a 4% reduction in ownership and usage at the work place. With regard to the ease

with which the communications infrastructure is accessible,36% (a 20% decline) consented

that is was very easy for them to access the necessary infrastructure and media, meanwhile

mobile phone access was acknowledged as accessible by more than 91% while fixed line and

internet access were considered least accessible by 87% and 78% respectively.

Further still in assessing the citizens level of access to information, in an opinion poll 74%

were satisfied with their current access to information which is mainly accessed through

radio, TVs, newspapers and the internet. Only 56% acknowledged awareness of telecentres

and what kind of information and services are available at these info-access points, a 20%

increase from the 2008 baseline, while 76% were optimistic that availability of telecentres

would be of great help to the communities around them.

Regarding awareness of eGovernment, only 50% of the respondents acknowledged

awareness of accessing services electronically, an increase of 25%. 26% consented ever

having accessed services electronically of which the commonest electronic services

identified included, e-nota, eSoko, driver’s license online check and the electronic cash

power purchase.

After this assessment opinions were obtained from respondents on what services and on

how best they think service delivery and information can be improved in their societies. The

key services identified for improvement included infrastructure services, document

processing, health services, education services and general document processing. On what

to improve about the services the main proposals included increasing the speed of service

delivery, increased dissemination of information and decentralisation of the services to the

sector level. And finally how best to improve access to information the main response was

to improve the rural telecommunications infrastructure and reduction of

telecommunication costs.

5

2.0 INTRODUCTION AND BACKGROUND

The Government of Rwanda received a Grant from the World Bank for the implementation

of its eGovernment strategy. This Grant was provided under the eRwanda project that

became effective in June 2007 and is being implemented by the Rwanda Development

Board/ICT. The eRwanda Project has focused on specific activities within the National

Information and Communication Infrastructure (NICI) plan with potentially the greatest

impact on good governance and improved conditions for the country’s citizens, particularly

those most vulnerable, least economically advantaged and vast majority of citizens who live

in the rural areas including women, farmers and traders.

In line with this mandate, the eRwanda project works with the following line objectives to

contribute to the country’s vision 2020 goals;

GOAL: To Modernise the Rwandan economy and society into a knowledge based economy

using ICT as the engine for accelerated development, economic growth, national prosperity

and global competitiveness

OBJECTIVE 1: To improve the efficiency and effectiveness of some internal processes of the

Government of Rwanda by end of 2010

OBJECTIVE 2: To improve the delivery of services in selected key sectors and better access to

information through the use of technology by end of 2010

The eRwanda project is currently working with all 17 Government ministries, at least 12

districts and several Public institutions on various ICT for development projects that include

setting up of ICT infrastructure, applications development and reinforcing human resource

capacity. All with the ultimate objective of enhancing the Governments performance to

enable better service delivery to citizens and the private sector.

Among the pilot districts in which the project operates are; Kirehe, Bugesera and Gatsibo in

the Eastern Province, Burera and Rulindo in the Northern Province, Ngororero, Rutsiro,

Nyamasheke and Karongi in the western Province and Gisagara, Nyaruguru and Nyamagabe

in Southern province. In addition to these, due to several changes and requests that were

put forward during the projects implementation several other projects such as capacity

building for citizens and establishment of telecenters were implemented in other districts

that were not part of the initial project pilot areas. As a result certain outputs of the project

are often found in areas outside those mentioned.

It is in line with the project objectives that the project carried out regular progressive

surveys and studies between commencement of the project and its closure to assess its

level of performance and achievements, in order to make necessary adjustments and

improvements in its approaches and strategies. This report is as a result of the final survey

conducted to asses the first level of project outcomes in its final year of implementation.

6

3.0 OBJECTIVES OF THE SURVEY

This final study (Phase out survey) is a follow up to the 2008 project baseline survey that

was carried out to establish the starting point of the project. The main purpose of this study

is to enable the project to establish how much it has impacted its stakeholders in relation to

the outcomes it is trying to achieve - i.e. the status of the project‘s Key performance

indicators at the point of closure of the project.

Specific objectives of the survey are:

� Establish the existing ICT infrastructure and applications usage and distribution in

government institutions

� Assess public service delivery performance at Government institutions

� Assess the awareness of eGovernace among Rwandan citizens

� Establish the level of citizen’s access to Information and public services

4.0 RESEARCH METHODOLOGY

Questionnaires for the survey were designed in line with the survey objectives and

translated to the local language (Kinyarwanda).

Data collection was done through face-to-face interview forms, self administered

questionnaires, electronic forms and focus group discussions. Observation and probing were

also used to obtain some of the required information and for verification purposes.

For Government office surveys mainly electronic forms and self administered questionnaires

were used. In these public offices (district and ministry) all available and accessible staff

involved in service delivery were interviewed (self administered forms). However a total of

280 hard questionnaires were distributed to local government staff. No form of sampling

was done. These questionnaires were emailed to ICT officers in all 14 districts surveyed

during this baseline study. At the request of some staff hard copies were delivered to their

offices.

For clients, citizen/exit questionnaires were used for this first target group who were

Rwandan citizens at the service delivery venues - in this case all 14 district offices and public

service counters. Here the sampling over time methodology (Sapsford and Jupp, 06) was

used. It is used in studies that do not have a sampling frame, for example such a study where

one can not specify how many clients will come to access any service at the district offices at

any given time. In this technique the samples were drawn randomly from a series that

occurs naturally, in this case citizens coming to district offices and other public office centres

to obtain any kind of public service, over an extended period of time at a specified service

delivery point. Here cases were collected for a period of at least three days per district until a

total of at least 80 cases/respondents was reached; the sampling date was varied to avoid

systematic error. This was done for all 14 districts for a period of not more than 2 working

weeks. In total for this specific section of the study, we obtain a total sample size of at least

1,275 cases.

7

For the general Population study a separate questionnaire was designed and a two stage

cluster sampling technique was utilized. This method was chosen given the impossibility of

obtaining a list of all citizens and their respective occupations as well as physical addresses

and yet the need to obtain a totally random sample that is representative of the social

stratification that exists within the communities in and around the district offices was

eminent. Here the first cluster was the 14 districts listed in the annex 1.1 of this report. Then

the second cluster drawn from within each of these 14 districts was stratified into 6 broad

categories from which a sample of 20 respondents was drawn from each category. These

categories have been divided up as follows, Education institutions (primary, secondary,

university, tertiary institutions etc), Health centers (clinics, hospitals etc), Private set ups

(commercial centers, industries, non-governmental bodies etc), Public institutions (district

offices, government institutions etc), Farmers’ organizations/communities and Individual

households. This stratification was not only to improve the precision of the cluster sampling

but also give a broad spectrum of the different kinds of citizens that constitute the Rwandan

population. During implementation, the enumerator in every category selected and

interviewed 1 case and then skipped at least the next 5 similar cases encountered and

interview the 6th case. In total a sample size of at least 120 respondents was drawn from

each of the 14 districts, to give a total of at least 2,119 respondents for this questionnaire.

This should give a sample which may not exactly represent the population in terms of

percentages but covers the range of different kinds of people and leaves no obvious group

unrepresented; we shall be able to comment validly on the differences between kinds of

users and between districts.

In all a total sample size of 3,394 respondents was obtained and it is upon these that all the

information given below in aggregate and in disaggregates has been based. In addition to

this the statistics from the 2008 survey have also been used for comparison purposes.

0.0%

100.0%

7.9%

5.0 SOCIAL-ECONOMIC DEMOGRAPHICS

5.1 Socio-Economic Characteristics of Case study

5.1.1 Gender Distribution

The total sample size for both the exit sample survey and the citizen survey was

of which 1,867 (55%) were male and 1,

of the sampled population for a normal distribution across the entire population. However it is

noted that the reason for having mainly males as part of this survey was due

the exit surveys most of the clients/citizens at service centres were males, which is a common

case in Rwanda as most women stay home to do household chores o

household farms conducting agricultural and related acti

5.1.2 Age Distribution

During the phase out survey the majority of the respondents (1,

between 21 and 30 years of age

most productive and actively engaged propor

more than 70% of the phase out survey

validity of the responses and opinions obtained during this study as this majority are actually

among the key target persons of most of the eRwanda project activities. However this does not

leave out other age categories that were also duly represented in this study.

Male

55%

Female

45%

37.1% 35.5%12.2% 5.0% 1.8% 0.5%

ECONOMIC DEMOGRAPHICS

Economic Characteristics of Case study

Gender Distribution

The total sample size for both the exit sample survey and the citizen survey was

%) were male and 1,527 (45%) were female. This is an acceptable distribution


noted that the reason for having mainly males as part of this survey was due


case in Rwanda as most women stay home to do household chores or spend most time on

rms conducting agricultural and related activities.

Age Distribution

the majority of the respondents (1,259) were in the age group

and 30 years of age and 31 to 40 (1,205) which in the case of Rwanda are seen as the

most productive and actively engaged proportion of the population and together account for

phase out survey respondent sample size. This to an extent increases the


et persons of most of the eRwanda project activities. However this does not

leave out other age categories that were also duly represented in this study.

8

0.5%

The total sample size for both the exit sample survey and the citizen survey was 3,394 individuals

%) were female. This is an acceptable distribution


to the fact that in


r spend most time on

) were in the age group

) which in the case of Rwanda are seen as the

tion of the population and together account for

respondent sample size. This to an extent increases the


et persons of most of the eRwanda project activities. However this does not

Unempl

oyed

19%

Student

8%

Widowed/Divorced

11%

Single

5.1.3 Marital status

From the sampled population the majority of the respondents (1,

minority were single (38%). This demography does not necessarily or significantly have any direct

implication on the research findings or project interventions. But this is taken into consideration

so as to have opinions from a stratified population

across the population.

5.1.4 Economic status

It is important to note that it is not easy to determine respondents economic status during open

research studies and surveys, its for this purpose that this study uses

sources of income through employment, possession of personal assets to have a rather rough

estimate of repondents financial sta

the respondents (64%) did indeed have some

most of them employed or involved in one way or the other in

Public sector i.e. Local and Central Government (16.2%) and the private sector (16.1%)

distribution is considered to be representative of population being studied in the selected area as

there is no significant skewness towards one section of the population

representative of the major social and economic groups of Rwanda, hence ensuring validity of

the responses obtained.

Employ

ed

73% 22.3%

17.5%

16.2%

16.1%

15.2%

7.1%

3.3%

1.6%

0.0%

None

Agriculture

Government/Local …

General Commerce

School

Other

NGO

Industry

Employment categories

Married

51%

Widowed/Divorced

Single

38%

Respondents Marital Status

Marital status

From the sampled population the majority of the respondents (1,730) were married

8%). This demography does not necessarily or significantly have any direct


so as to have opinions from a stratified population that gives an unbiased picture of all views

Economic status

s important to note that it is not easy to determine respondents economic status during open

research studies and surveys, its for this purpose that this study uses proxy indicators, such as


estimate of repondents financial status. During the study it was unearthed that the majority of

the respondents (64%) did indeed have some form of employment which when categorised had

or involved in one way or the other in agriculture (17.5

Public sector i.e. Local and Central Government (16.2%) and the private sector (16.1%)

ed to be representative of population being studied in the selected area as

there is no significant skewness towards one section of the population


9

22.3%

17.5%

16.2%

16.1%

15.2%

50.0% 100.0%

Employment categories

) were married and the

8%). This demography does not necessarily or significantly have any direct


that gives an unbiased picture of all views

s important to note that it is not easy to determine respondents economic status during open

proxy indicators, such as


us. During the study it was unearthed that the majority of

form of employment which when categorised had

17.5%) followed by

Public sector i.e. Local and Central Government (16.2%) and the private sector (16.1%). This

ed to be representative of population being studied in the selected area as

there is no significant skewness towards one section of the population plus its clearly


.020.040.060.080.0

100.0

45.5

Under 15 mins

16 -

31 -

46 -

61 -

Over 90 mins

Can't say or did othe things on the way

Don’t Know

6.0 CLIENT PERSPECTIVE

6.1 Access to Government services

6.1.1 Method of transport

6.1.2 Time to service centre

6.1.3 Time to be served

Project Area

Time to locate service point

2008 2010 Mean 29 24

Mode 5 10

Minimum 0 0

Maximum 480 480

This section of the report attempts to tackle two issues; the ease with which citizens are

able to access government services and the efficiency with which the services are delivered

to the citizen. For the first case the key variables used to gauge access

is the mode or means of transport used and the time individuals take to get to the service

45.5

21.2 16.7 10.9 5.2 .5

.0 20.0 40.0 60.0 80.0

Under 15 mins

30 mins

45 mins

60 mins

90 mins

Over 90 mins

Can't say or did othe things on the way

Don’t Know

10.6

26.2

25.5

15.4

6.9

13.4

1.1

.5

CLIENT PERSPECTIVE

Access to Government services

Method of transport

Time to service centre

Time to be served Project Area Control Area

Time spent at service point

Time to locate service point


2008 2010 2008 2010 200810 19 19 51 7

5 10 10 5 5

0 0 0 0 0

180 360 130 360 30



to the citizen. For the first case the key variables used to gauge access to the service centres


10

80.0 100.0


2008 2010 18

5

0

30 218



to the service centres


11

centres, regardless of the means of transport used. With the means of transport used, it is

evident that the majority of the respondents (45.5%) access the service centres by foot. This

is mainly because most or all of the areas surveyed were in rural areas and apparently let

alone a poor road network there is hardly any public motor vehicle means of transport from

deep in the villages to the service centres like district offices. Public motor vehicle transport

is mainly from urban or semi-urban centres but which is still not as frequent as desirable.

The next most common means of transport is by motor cycle (21.2%) and bicycles (16.7%).

However on a brighter note it is important to note a general improvement from the 2008

statistics that showed a larger percentage of 52.3% accessing the service centres on foot,

hence it can be generalised that there was a slight improvement in general physical

infrastructure that made it possible for larger proportion of the population access services

through alternative means of transport as well as provision of services to a more

decentralised level (cell level) and to a very less extent increased access to services and

information online (for example through the created Local Government portal in all

districts) are sighted as some reasons that have enabled this easier access. However as

shown in most interviews and in later sections there is still more need to bring most of the

required social services closer to the people.

Regarding time taken to get to the service centres, again this is used as a proxy indicator to

reflect the level of access to service centres i.e. the longer one takes to get to a centre the

less accessible it is to the individual. From the results it is seen that the largest number of

respondents (26.2%) take between quarter and half an hour to get to the service centre and

almost 20% take over an hour. This is a big improvement from the 2008 study that showed

the largest proportion of respondents (31.3%) taking at least an hour and a half to get to the

service centres and a relatively significant proportion (18.3%) taking at least half an hour to

get to the centres with only a few (12.6%) taking a very short time (less than 15 minutes) to

get to the access points. It can be concluded that this improvement of almost 21% accessing

their service centres in under an hour and a half has been a result of the 2 earlier mentioned

developments of better public infrastructure and attempts to bring services closer to the

citizens through decentralization of services to cells and sectors as well as establishment of

other public infrastructure such as telecenters (1 per district).

The next aspect in this section is the efficiency with which clients are able to be served on

arrival at service centres. This indicator is studied through 2 variables which are the time it

takes for a client to identify the exact point of service delivery and the time one spends at

the service delivery point/service counter. The findings in 2010 showed that for districts in

which eRwanda project had implemented some of it’s initiatives on average it takes most

clients less than half an hour (24 minutes) to identify the exact point of service delivery,

there are also cases were a client spend an entire working day (8hours) before identifying

exactly where he or she should obtain the required service not mentioning those who get to

the service point as soon as they get into the service centre. This is a general improvement

by 4 minutes from the 2008 study that revealed that the average time it takes to identify a

service counter was 29 minutes. For comparison purposed to assess project impact this

same indicator was measured in 2 districts where the project does not operate (Control

districts), the general observation was that it took an average of 51 minutes to identify the

services point which was a terrible reduction from the 2008 study that showed it took an

average of 19 minutes.

12

With this observation it can be concluded that the eRwanda project has indeed had

contributed significantly to the dissemination of information about services at the various

district offices. This has been mainly through the project that involved the establishment of

the Local Government portal (http://minaloc.gov.rw/). Through this portal the public have

access to district information including where to access various services, not to mention the

public ICT infrastructure it has established in those districts that attempt to provide

information access points for the general public.

On the side of efficiency at the counter most clients acknowledge that it takes at least 19

minutes for one to get the required service at the service desk. However on a sad note some

case were also observed were people spent up to 6 hours at a service desk seeking a service.

It should however also be acknowledged that there were some few cases were clients

acknowledged identifying of theirs service points and obtaining the services they wanted as

soon as they got to the service centres, but then again most of these were clients who were

aware of where these services were being provided. In comparison to the 2008 figures there

was a general decline of about 9 minutes in the average time it took one to be served at the

service point. Similarly the control areas (districts in which eRwanda doesn’t operate) there

was a decline of about 11 minutes in the average time it took one to be served at the service

point.

It can be concluded that despite the good job the project has done in providing service

information, no significant impact has been made in increasing the speed with which public

servants deliver their services. The project has established LANs in all it’s districts of

operation and provided ICT equipment, however the public service operations still remain

paper based and bureaucratic hence nothing can be said to have been done by the project

to computerize these process. Not to mention the still lacking capacity among most of the

local government staff. However the project has conducted several initiatives to build the

basic ICT literacy levels in local government to enable them maximally exploit the existing

and emerging ICT’s. The project has so far trained a total of at least 730 local government

staff in Basic ICT literacy. It is in line with this that one concludes that with the available ICT

infrastructure and availed capacity, the next stage is to actually develop applications that

will indeed simplify work and ensure faster and cheaper service delivery to the public.

6.2 Client Satisfaction

This section of the Phase out survey endeavoured to also address the objective of the study

that focuses on assessment of public service delivery performance at Government

institutions. It mainly analyses public service performance from the impact on client

satisfaction point of view i.e. what the clients say about the services provided by

government. The four main areas tackled included satisfaction with the results obtained

from the service centres, the hospitality or customer care of clients, the speed with which

services are provided and their satisfaction with general government service delivery.

Satisfied

35%

Neither

satisfied nor

dissatisfied

13%

Dissatisfied

17%

Very

dissatisfied

8%

2008

0.0 50.0

Yes

Yes, but will have to come

back another day to finish

Yes, but will have to go

somewhere else to …

No, will have to come

back

No, will have to go

somewhere else

No, was not able to do

what I wanted

Was not seen/did not

reach counter

Other

47.8

15.8

3.4

20.4

3.3

3.4

3.9

2.0

2008

6.2.1 Nature of outcome and Follow up

6.2.2 Satisfaction with result of service visits

Section 6.2.1 illustrates the nature of results obtained by the different clients that were

found at the service centres seeking various services. The responses ranged from those that

got what they wanted to those who were referred to other service points to those who got

totally nothing. Good enough it was observed that the majority of respondents (

the category of those who got what they wanted regardless of whether they would have to

Very

satisfied

27%

100.0

47.8

2008

Satisfied

41%

Neither

satisfied nor

dissatisfied

14%

Dissatisfied

11%

Very

dissatisfied

6%

2010

Nature of outcome and Follow up

Satisfaction with result of service visits

illustrates the nature of results obtained by the different clients that were


se who were referred to other service points to those who got

totally nothing. Good enough it was observed that the majority of respondents (


0.0%

Yes

Yes, But will have to come

back another day to finish

Yes, but will have to go

somewhere else to finish …

No, will have to come back

No, will have to go

somwhere else

No, was unable to do what

I wanted

Was not seen/Did not

reach counter

Other

8.7%

12.6%

2.7%

2.5%

2.3%

0.4%

13

Very

satisfied

28%

Satisfied

41%

illustrates the nature of results obtained by the different clients that were


se who were referred to other service points to those who got

totally nothing. Good enough it was observed that the majority of respondents (79.6%) lie in


50.0% 100.0%

47.2%

23.7%

8.7%

12.6%

2.7%

2.5%

2.3%

0.4%2010

14

30.5%

50.3%

9.8%

6.4%

3.1%

0.0% 50.0% 100.0%

Very satisfied

Satisfied

Neither satisfied nor

dissatisfied

Dissatisfied

Very dissatisfied

2010

come back or go elsewhere to finish up their transactions. This is a general improvement of

slightly over 12% for the 2008 study that had only 65% of the respondents in this category.

Again for impact assessment purposes the same variable was looked out in the control

districts and it was seen that only 55.6% of respondents were in this successful category and

this was only 11% increase from the 2008 figures.

This observation and comparison can be used to conclude that in areas where the eRwanda

Project has been operating there was a positive impact on the delivery of services to citizens

for various reasons that could be accounted to the massive sensitization the project has

done in these areas to encourage administration to streamline their services both using ICT

and also clear communication to the public via the established platforms.

Still to the same respondents, a question on satisfaction with the results obtained was

posed. From this it was observed that a big majority of the respondents (69%) were in the

category satisfied with the results from their visit to the service centre. This was a 7%

increase from the 2008 study and also 17% greater than those in the control districts as

shown in the annex 8.1.2 figure.

The conclusion from this is that the eRwanda project has indeed made a relatively

significant impact in improving service delivery to citizens in terms of enabling them acquire

the services results they so much need as reflected by an increment in the satisfaction with

the results of their visits to the service centres.

6.2.3 Satisfaction with customer service

27.1

37.9

13.6

14.1

6.8

0.5

0.0 50.0 100.0

Very satisfied

satisfied


dissatisfied

Dissatisfied

Very dissatisfied

No Opinion

2008

0.0 50.0

Very satisfied

satisfied

Dissatisfied

Very dissatisfied

No Opinion

27.1

34.5

19.4

12.0

4.6

2.4

2008

37.1

31.2

17.7

7.6

3.8

2.7

0.0 50.0

Very satisfied

satisfied

Dissatisfied

Very dissatisfied

No Opinion

2008

6.2.4 Satisfaction with speed of service delivery

Here the study tried to investigate what the clients at service centres have to say about the

hospitality/customer care at servcie centres and the speed with which services are delivered

to the clients.

In both cases it was observed that a greater majority of clients

who are totally satisfied with the customer care (80.8%) and speed (81%) with

services are delivered to them. This in both cases is a signficant increase from the 2008

study i.e an increase of 15.8% for the case of customer care and 19.4% for the speed of

service delivery. Like for other impact corre

at in the control districts and it was seen that 53.8% and 75% of the respondents expressed

satisfaction with customer care and speed of

The conclusion from this is that in areas where the eRwanda pro

operations there is a higher rate of citizen satisfaction with regard to speed of service

delivery and customer care compared to those areas in which the project did not implement

its actions.

6.2.5 General satisfaction with government

11%

3%

1%

4%

0% 20%

Very satisfied

Fairly Satisfied

Neither satisfied nor …

Fairly Dissatisfied

Very Dissatisfied

No Opinion

2010

50.0 100.0

27.1

34.5

19.4

100.0

35.3%

11.3%

3.2%

1.5%

3.3%

0.0% 50.0%

Very satisfied

Fairly Satisfied

Neither satisfied nor …

Fairly Dissatisfied

Very Dissatisfied

No Opinion

2010

Satisfaction with speed of service delivery


at servcie centres and the speed with which services are delivered

In both cases it was observed that a greater majority of clients fall in the category of those

who are totally satisfied with the customer care (80.8%) and speed (81%) with



ry. Like for other impact correlation purposes the same variables were looked


satisfaction with customer care and speed of service delivery respectively.

The conclusion from this is that in areas where the eRwanda project carried out its



General satisfaction with government service delivery

15

29%

52%

11%

20% 40% 60% 80% 100%

35.3%

45.3%

50.0% 100.0%


at servcie centres and the speed with which services are delivered

fall in the category of those

who are totally satisfied with the customer care (80.8%) and speed (81%) with which the



me variables were looked


ject carried out its



service delivery

No

73%

Possession of Computer at Work

place

2008

Yes-It is

Mine

7%

mine, but

No

87%

No

response

0%

2008

The 2010 study showed that the majority of citizeens are totally satified (

service delivery by government today and a very small percentage of not more than 25% is

actually not satified with the general service delivery. T

and/or satisafcation will be tackled in later sections of this report.

time it was observed that there was a12.3% increase in the proportion of the repsondents

that were satisafied with the general

with control districts where the satistaftion rate was 78.3%, we see a slight

(2.3%), but still positive.

It can be consluded that indeed the project did have a difference on citizens percept

public service delivery in a positive trend, though the diffeence was so big as earlier

menthioned no significant impact can be measured at this stage as implementation of

electronic services still have a long

6.3 Access ability to services

This section illustrates citizen’s ability to access government services

studying the availability of the infrastructure and equipment required, public opinion polls

on access to services and information and availability

6.3.1 Computer at (work, Home and use)

In both the general population study and the survey of citizeens at service centres

respondents were asked whether they possess and/or use computers at both their homes

and their workplaces. From the observations shown above only

acknowledge the use of computers at home of which

increase of 4% from the 2008 study that showed that only 13% did possesspersonal

computers at home. While at the work place a bigger proportion (

No

83%

2010

Yes

27%

Possession of Computer at Work

No

77%

Possession of computer at work

Place 2010

Yes-Not

mine, but

I use it

6%

he majority of citizeens are totally satified (80.6


actually not satified with the general service delivery. The reasons for this disatifaction

and/or satisafcation will be tackled in later sections of this report.Regarding the change over


that were satisafied with the general service delivery in the public sector. In compariosn

with control districts where the satistaftion rate was 78.3%, we see a slight

It can be consluded that indeed the project did have a difference on citizens percept



long way to go.

Access ability to services and Information

This section illustrates citizen’s ability to access government services and information by


on access to services and information and availability of telecom service providers.

Computer at (work, Home and use)



and their workplaces. From the observations shown above only 17% of the respondents

nowledge the use of computers at home of which 8% own the computers, this is a slight


. While at the work place a bigger proportion (23%) acknowledge use of

16

Yes

8%

Yes, Not

mine but

I use it

9%

2010

Yes

23%


Place 2010

80.6%) with the


he reasons for this disatifaction

Regarding the change over


service delivery in the public sector. In compariosn

with control districts where the satistaftion rate was 78.3%, we see a slight difference

It can be consluded that indeed the project did have a difference on citizens perception of



and information by


of telecom service providers.



% of the respondents

, this is a slight


%) acknowledge use of

Fairly Easy

12%

Not sure

6%

Hard

20%

Very Hard

4%

No

Response

2%

Citizeens Rating of Possible access to electronic

services

2008

the computers at the workplace.

the 2008 finding of which 27% of respondents claimed possession and usage of computers

at the work place. Though the findings show a good trend in adoption of ICT

through the increase in possesion of computers at home which shows that there is

increased general awareness in the value of technology, it is still contencious as to why the

number of those with access to computer at work has declined by

still there was a positive increase in areas were the project doesn’t operate where 30%

acknowledged possession of computers at the work place.

It is with this finding that we see that there is still need for provision of ICT

public insitutitons so as to increase the access and usage of these tools in attempts to

increase the advances of eGovernment in Rwanda most especially at local government level.

6.3.2 Opinion poll on ease to access of services

To obtain a picture of the citizen’s

government services if they were availed electronically, responses were obtained as

illustrated above. From the findings the majority of the respondents (

very easy for them to access services electronically

findings (56%) as well as significantly lower than the

53% of respondents claimed access to electronic services woul

key reasons for poor access given were the lack of good telecom services in the rural areas,

lack of internet facilities and low capacity to use ICT tools and applications.

note that despite the fact that the

establishment of ICT access points in Rwanda i.e. establishment of telecenters in 18 districts,

by the time of this study the points were not fully operational hence it is not possible to

assess the impact of the project on

initiative. However within a period of a year or two there will definitely be some positive

impact to record in this area of access to eServices and information.

Very Easy

56%

Response

Citizeens Rating of Possible access to electronic

Very Easy

36%

Not Sure

11%

Hard

16%

Very Hard

10%No

response

5%

Citizeens Rating of Possible access to

electronic services

the computers at the workplace. This is a disapointing statistic as it is a 4% decrease from


Though the findings show a good trend in adoption of ICTs in the society



number of those with access to computer at work has declined by atleast 4% and further


acknowledged possession of computers at the work place.

It is with this finding that we see that there is still need for provision of ICT equipment in



Opinion poll on ease to access of services

citizen’s perception on how easy it would be for them to access


illustrated above. From the findings the majority of the respondents (36%) said i

easy for them to access services electronically, this again is a drop from

findings (56%) as well as significantly lower than the findings in the control districts where

53% of respondents claimed access to electronic services would be very easy. Some of the


lack of internet facilities and low capacity to use ICT tools and applications. It is important to

note that despite the fact that the eRwanda project played an important role it the



the project on peoples attitude towards access from this projects


impact to record in this area of access to eServices and information.

17

Very Easy

36%

Fairly Easy

22%

Citizeens Rating of Possible access to

electronic services

2010

This is a disapointing statistic as it is a 4% decrease from


s in the society



atleast 4% and further


equipment in



perception on how easy it would be for them to access


%) said it would be

, this again is a drop from the 2008

findings in the control districts where

. Some of the


It is important to

eRwanda project played an important role it the



access from this projects


4.717.9

42.0 39.046.6

Very Bad Bad

Citizeens Rating of Access to telecom services

2% 7%

60%

27%44%

Very Bad Bad


6.3.3 Rating of access to

As shown in the proceeding section the most commonly known

provider is MTN (24.6%), the other

whose recorgniition base grew by over 10% and Tigo which came in

end of 2009. Of all the available forms of telecommunication modes

best performing with highest penetration identified is mobile phone services which more

than three quarters (91%) of the repsondents in all ar

between either Good or very good

rate. The poorest performing is internet facilities to which

between bad and very bad access

that common and were mainly found in a few public offices, and were they are found most

users (87%) classified them as being mainly in the category of bad to very bad access.

indicative of the true trend of telecommunication development in Rwanda today, mobile

phone usage is at the top followed by inte

telephony. The slight improvement in access to internet connectivity has been mainly due to

the enabled access of Rwandas connectivity to the under sea broad band fibre optic

connectivity and the yet to go live national broad band backbone.

this phase did not realy engage in projects to provide internet connectivity to the lowest

point though it went ahead to establish the necessary facilitation infrastructure that

included the ICT equipment and Local Area Networks in district offices, Busines

Development Service centres and Telecenters.

conducted the preparation and continuoulsy supports the Regional Communications

Infrastructure Project (RCIP), a World Bank Funded Sister Project, whose main purpose is to

provide connectivity to the last mile. Hence in the long run impact of the established

infrastructure will be realised.

54.5

20.82.0

16.72.2

30.8 18.92.4

Good very Good


2008

MOBILE FIXED LINES INTERNET

43% 31%10% 2%

34%17%

4%

Good very Good


2010

MOBILE FIXED LINES INTERNET

Rating of access to telecom services

As shown in the proceeding section the most commonly known and used telecom service

%), the other most commonly used service providers are Rwandatel

whose recorgniition base grew by over 10% and Tigo which came into the industry at the

lable forms of telecommunication modes available in Rwanda the


%) of the repsondents in all areas surveyed say mobile services range

between either Good or very good this is a 20% increase from the 2008 survey response

. The poorest performing is internet facilities to which 78% of respondents say range

between bad and very bad access, this is an insignficant increase of 2%. Fixed lines are not


%) classified them as being mainly in the category of bad to very bad access.

ue trend of telecommunication development in Rwanda today, mobile

phone usage is at the top followed by internet connectivity and the phasing out of fixed


ed access of Rwandas connectivity to the under sea broad band fibre optic

connectivity and the yet to go live national broad band backbone. The eRwanda project in


int though it went ahead to establish the necessary facilitation infrastructure that


Development Service centres and Telecenters. In addition to this the eRwanda Project

cted the preparation and continuoulsy supports the Regional Communications



18

2.0 0.1 1.4

Excellent

17%1% 1%

Excellent

telecom service

most commonly used service providers are Rwandatel

to the industry at the

available in Rwanda the


eas surveyed say mobile services range

this is a 20% increase from the 2008 survey response

of respondents say range

. Fixed lines are not


%) classified them as being mainly in the category of bad to very bad access. This is

ue trend of telecommunication development in Rwanda today, mobile

t connectivity and the phasing out of fixed


ed access of Rwandas connectivity to the under sea broad band fibre optic

The eRwanda project in


int though it went ahead to establish the necessary facilitation infrastructure that


In addition to this the eRwanda Project

cted the preparation and continuoulsy supports the Regional Communications



Very

satisfied

21%

satisfied

42%

Neither

satisfied

nor

dissatisfied

15%

Dissatisfie

d

14%

Very

dissatisfied

6%

No

Opinion

2%

Citizeen satisfaction with access to Public

Information

2008

0.0 50.0

Rwandatel, Artel

MTN, Artel

Artel

None

Rwandatel

MTN, Rwandatel, Artel

MTN

MTN, Rwandatel

0.2

1.0

2.2

2.8

3.2

7.6

21.6

level of awareness of telecom service

providers

2008

6.3.4 Level of awareness

6.4 Access ability to Information

As illustrated above, access to services through the different means also affects access to public

information in more than one way. In the general population study respondents were queried to

establish how easy it is for them to

commonly utilised and also a quick assessment of the usage of telecenters

RDB/IT and eRwanda project are us

ICTs. This section shows the various reactions

6.4.1 Means of Access to Information

The key means of access to public information identified in the surveyed areas included radio, TV,

New papers, Phones and internet.

commonly used channel for accessing public information.

6.4.2 Rating of Access to information

Very

satisfied

18%

Satisfied

56%

Neither

satisfied

nor

dissatisfie

d

14%

Fairly

Dissatisfie

d

6%

Very

Dissatisfie

d

3%

No

Opinion

3%

Citizeen satisfaction with access to public

information

2010

Very

satisfied

21%

Citizeen satisfaction with access to Public

50.0 100.0

61.3

level of awareness of telecom service

1.2%

1.3%

3.0%

8.4%

17.8%

0.0% 20.0%

Tigo

All telecoms

None

MTN, Rwandatel

MTN, Tigo

MTN

MTN, Rwandatel, Tigo

Level of Awareness and Use of Telecom

services

2010

Level of awareness and use of telecom service providers

Access ability to Information



them to access information, what means of information access they

commonly utilised and also a quick assessment of the usage of telecenters and the ICT Bus

using as key citizen information and service access points

ous reactions and responses that were obtained.

Means of Access to Information


New papers, Phones and internet. A detailed querying revealed that radio is by far the most

commonly used channel for accessing public information.

Rating of Access to information

19

Very

satisfied

18%

Satisfied

56%

Citizeen satisfaction with access to public

information

2010

17.8%

24.6%

42.2%

20.0% 40.0% 60.0% 80.0% 100.0%

Level of Awareness and Use of Telecom

services

2010

of telecom service providers



eans of information access they

and the ICT Bus that

as key citizen information and service access points using


y far the most

0.0

20.0

40.0

60.0

80.0

100.0

Yes No

36.7

3.8

Propotion of Citizeens with Knowledge of

what a telecenter is

2008

0%

20%

40%

60%

80%

100%

Yes No

26%

6%

Propotion of citizeens with knowledge of

what the ICT bus is

To obtain the citizens opinion on how satisfied they are with their current access to information the

respondents were requested to give their opini

information today. The majority of the respondents (

which they access information. This is an 11% increment from the 2008 findings which

were satisfied with their access to information.

satisfaction with the information obtained via radio in comparison with other sources of

information. However in the control districts the proportion of citizens who were satisfied

access to services was relatively higher (83%). It is important to note that in these control areas

there are the ‘’old’’ telecenters that were established by RITA, hence its can not be directly deduced

that there is a lower or greater appreciation o

efforts. Hence we can only focus on the change in the project areas of operation between 2008 and

2010 to state that indeed there was a positive impact as a result of implementation of project

activities in the areas of providing citizens with access to information.

total dissatisfaction with the current sources of information, but most especially the internet to

which they identified lack of relevant

cost of accessing information and lack of knowledge of how to use the internet (high computer

illiteracy) as major impediment to their exploitation of this information access channel

6.4.3 Telecenter awareness

One of the key channels of access to information and services through ICT being used today

areas are Multi Purpose Community

reason that this study went a step ahead to assess the e

Don’t Know

59.5

Propotion of Citizeens with Knowledge of


0%

50%

100%

Yes No

56%

3%



2010

Don’t Know

68%


what the ICT bus is

No

97%

Proportion of citizeens that have used

the ICT bus


respondents were requested to give their opinion on how they would rate their access to

information today. The majority of the respondents (74%) expressed satisfaction with the means by

This is an 11% increment from the 2008 findings which

their access to information. Notably the majority of these expressed mainly


However in the control districts the proportion of citizens who were satisfied



that there is a lower or greater appreciation of access to services as a result of eRwanda project



in the areas of providing citizens with access to information. The other 26


which they identified lack of relevant Kinyarwanda content, poor access to internet facilities

and lack of knowledge of how to use the internet (high computer

impediment to their exploitation of this information access channel

Telecenter awareness

One of the key channels of access to information and services through ICT being used today

Multi Purpose Community telecenters and the recently established ICT Buses

reason that this study went a step ahead to assess the extent to which these access points are

20

No Don’t Know

3%

41%



2010

Yes

3%


the ICT bus


on on how they would rate their access to

%) expressed satisfaction with the means by

This is an 11% increment from the 2008 findings which showed 63%

Notably the majority of these expressed mainly


However in the control districts the proportion of citizens who were satisfied with



f access to services as a result of eRwanda project



26% expressed


ss to internet facilities, high

and lack of knowledge of how to use the internet (high computer

impediment to their exploitation of this information access channel.

One of the key channels of access to information and services through ICT being used today in rural

and the recently established ICT Buses. It’s for this

xtent to which these access points are

No

71%

Awareness of electronic services

2008

0.0

20.0

40.0

60.0

80.0

100.0

Yes Not Sure

80.9

4.4

Propotion of Citizeens who think

telecenters would be helpful

2008

known and have been exploited, are being utilised and what users say about then. Regarding

awareness, in 2008 only 36.7% of the respondents were aware of the telcenters and the kind of

services offered at these telecenters

only 21% were able to acknowledge that they have ever used the telecenter services.

explaining what telecenters are, over

within reach would be of great importance to the surrounding community, mainly as an information

access point and many other benefits shown in the annex of this report.

Regarding the ICT buses that were introduced in the country in November 2009, 26%

population acknowldged knowing what the ICT bus was and only 3% said they had been able to use

it. This can be corelated with the bus usage records that indicate that atleast 1200 citizeens from 4

districts have been able to use the ICT bus services

publicity events like the gorilla naming ceremony, National Expo and Fespad). This number is still

small as this is a rather new inititative that has been launched in the country with 4 buses and

constant ICT awareness campaigns and capacity buildings these platforms will definitely be exploited

to the maximum at this rate.

6.4.4 Benefits of a telecenter

6.5 Awareness of electronic services

Yes

29%


No

14.7

Propotion of Citizeens who think


0%

20%

40%

60%

80%

Yes No

76%

8%

Propotion of citizens who think


2010

Yes

50%No

50%


2010

, are being utilised and what users say about then. Regarding

only 36.7% of the respondents were aware of the telcenters and the kind of

nters, in 2010 this number rose to 56%, a 19% increase

only 21% were able to acknowledge that they have ever used the telecenter services.

over 76% of the respondents acknowlegded that having a telecen


access point and many other benefits shown in the annex of this report.

Regarding the ICT buses that were introduced in the country in November 2009, 26%



districts have been able to use the ICT bus services (Not counting those that have visited it during


small as this is a rather new inititative that has been launched in the country with 4 buses and

nt ICT awareness campaigns and capacity buildings these platforms will definitely be exploited

Benefits of a telecenter


21

Not Sure

8%16%

Propotion of citizens who think


Yes

50%


, are being utilised and what users say about then. Regarding

only 36.7% of the respondents were aware of the telcenters and the kind of

, in 2010 this number rose to 56%, a 19% increase. Of these

only 21% were able to acknowledge that they have ever used the telecenter services. However on

% of the respondents acknowlegded that having a telecenter


Regarding the ICT buses that were introduced in the country in November 2009, 26% of the



(Not counting those that have visited it during


small as this is a rather new inititative that has been launched in the country with 4 buses and with

nt ICT awareness campaigns and capacity buildings these platforms will definitely be exploited

No

83%

Percentage of citizeens that have ever

accessed services electronicaly

2008

To assess the level of awareness of electronic services, all respondents were asked if they had ever

heard of or used any services electronically. Only a small percentage of 29% of the respondents

acknowledged having ever heard of public services being acc

this proportion almost doubled to 50% as indicated above. This increase in awareness of ICT and

more especially in the area of electronic services can be accounted for by the massive awareness

campaigns and capacity building the eRwanda project has been conducting through the last 3 years.

Regarding usage of the electronic services, there was also a significant increase of about 9% from

only 17% 2008 to 26% in 2010. This again can be explained by both the increase aware

existing services and improved capacity among citizens to utilise ICTs. Here it is important to note

that the eRwanda project through out its implementation has been able to support the

development and deployment of some electronic services and in

that enables citizens access information up

cellular phones and the world wide web. In addition to this the project has been actively engaged in

capacity building in ICT for several groups of citizens including members of cooperatives and

members of the National women’s council in rural Rwanda

ICT usage as shown in the statistics of eService usage.

6.5.1 Services accessed electroni

Out of the 26% (458) respondents

probing was done to establish the nature of services they have utilized electronically. As shown

above the commonest used electronic services identified included

results check system), eSoko, and The Divers license online check, these replaced the 2008 most

0.0%

Nonee-notaeSoko

Divers Licence online CheckeCash Power

TracNet ApplicationCSR Application

e-bankingOnline Visa Application

RRA online tax certificateOnline Company registration

MINAGRI Fertilizer ApplicationTIN Number application

Yes

17%

Percentage of citizeens that have ever

accessed services electronicaly

No

74%

Percentage of population that have ever

accessed services electronically

2010



acknowledged having ever heard of public services being accessed electronically in 2008. In 2010



ilding the eRwanda project has been conducting through the last 3 years.


This again can be explained by both the increase aware



development and deployment of some electronic services and information such as the eSoko project

that enables citizens access information up-to-date agricultural market price information using their


in ICT for several groups of citizens including members of cooperatives and

members of the National women’s council in rural Rwanda hence the realised impact of increased

ICT usage as shown in the statistics of eService usage.

Services accessed electronically

respondents who consented having ever used electronic services, further


above the commonest used electronic services identified included e-nota (the National examinations


13.6%4.8%

2.2%2.2%

1.2%0.5%0.5%0.3%0.3%0.2%0.1%0.1%

0.0% 20.0% 40.0% 60.0%

Services accessed electronically

22

Yes

26%





in 2008. In 2010



ilding the eRwanda project has been conducting through the last 3 years.


This again can be explained by both the increase awareness of



formation such as the eSoko project

date agricultural market price information using their


in ICT for several groups of citizens including members of cooperatives and

ence the realised impact of increased

who consented having ever used electronic services, further


nota (the National examinations


74.1%

60.0% 80.0%

23

2.2%

3.8%

4.0%

4.0%

4.9%

5.3%

6.1%

8.5%

11.2%

13.8%

18.2%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Banking services

No Opinion

social services

Agricultural services

judicial services

All Services

Payment processing

Education services

Health Services

Document Processing

Infrastructure services

commonly sited eServices, i.e. electronic money transfers, eCash Power service and various bank

transactions (mainly ATM services).

The general observation is that there was a move from the usage of general eServices like

eCommerce based services to more day to day or social service based eServices. Notably the eSoko

project that was developed by the eRwanda project in collaboration with the ministry of Agriculture

and animal resources comes as one of the most successful in 2010, from the usage point of view. It

can be concluded from these figures that more emphasis should be put on developing electronic

services that address mainly citizen’s social needs and less on high end eServices that don’t address

the common mans direct needs.

6.6 Population Recommendations

The progressive study went a step ahead to establish not only the major public services most citizens

frequent and would like to see provided more efficiently and effectively in their delivery but also

gathered from them how best they think delivery of these services can most efficiently be provided

to them as well as how best they think access to information can be improved in their areas of work

and at home. The preceding sections illustrate the findings of the mentioned study area. These are

findings of the 10 most popular responses and not an exhaustive list.

6.6.1 Proposed services to speed up

6.6.2 Proposals on enhancing service delivery efficiency

1 Decentralize service delivery

2 Speed up service delivery

3 computerized services / provide services online

4 Improve customer care

5 Make employees respect time / Improve punctuality

24

6 Establish one stop centers

7 Increase number of employees

8 Reduce number of required processes

9 Publicize work place time tables

10 Build staff capacity

11 Improve communication between citizens and leaders

12 Fight against corruption

13 Reduce cost of public services

14 Rotate / change Local leaders more often

15 Increase public sector transparency

6.6.3 Proposal on how to improve access to information

1 Increase internet connectivity

2 Improve rural telecommunication network

3 Increase television coverage and Number of TV stations

4 Increase radio coverage

5 Improve access to electricity

6 Reduce telecommunication cost

7 Increase newspaper distribution

8 Increase mobile phone distribution

9 Build user capacity

10 increase local media content

11 Create communication channels between citizens and leader

12 Reduce ICT equipment costs

13 Increase electronic services (e-Services)

14 Set Up telecenters in Villages – imidugudu

15 Provide credit to acquire ICT equipment

The commonest services citizens’ access and would like to see prioritised in improving access to

services programs included; Infrastructure(energy, water, communication, transport) services

(18.2%), document processing operations (13.8%), Health services (11.2%) and education services

(8.5%). These were the 4 most commonly noted public services citizens would like to see availed

efficiently, what is observed is that this list of commonest services is identical to that of the 2008

study, hence emphasis should be put on these exact services in all endeavours to improve service

delivery to citizens. To give a break down of some of these broad categories of services, for

document processing the main documents identified included the notarization of official documents,

issuing of driving licenses, national identity cards, passports and temporary travel documents as well

as property ownership certificates such as land titles. Other key services identified included payment

processing (taxes and Public servants salaries), banking services and agricultural services.

Following this identification of services, citizens were queried on how they propose access and

delivery of these services can most efficiently and effectively availed to them. There was a difference

in the commonest means by which citizens say they would like to see service delivery improved from

the 2008 study. In 2008 the most common suggestion was increasing the speed of service delivery

but this year the majority of the population suggested decentralization of services would be the best

25

way to improve service delivery to them. This is clearly related to the highest ranking issue they have

which was transport and communication infrastructure.

The second most commonly stated response was to improve the speed with which the services are

availed to the citizens. Interestingly in the third place, many respondents suggested that provision of

the required services on line (computerized service delivery) would also ensure faster and more

efficient access for citizens. This suggestion did not arise in the top 10 proposals on how to improve

service delivery in 2008. This again can be seen as a positive impact of ICT on the general public

awareness as more people now appreciate the power of technology and acknowledge that it is the

solution to most of their problems.

Other notable proposals from the public included improving customer care and improving public

servants punctuality and availability in public offices to provide the due services on schedule

On specifics, responses on how to improve access to public information included suggestions such

as the need to increase internet connectivity, improvement of the rural telecommunication network,

increasing radio-television signal coverage as well as the number of TV stations and improve access

to electricity. Another important suggestion that was brought forward was the need to reduce the

cost of telecommunication.

7.0 SERVICE PROVIDER PERSPECTIVE

This section of the study addressed the main objective of establishing the nature of internal process

in the central and local government offices. It endeavoured to assess the service provider’s

perception of the services they provide as well as finding out the extent of usage of ICT and

existence of the necessary ICT infrastructure in these public offices.

However despite the fact that questionnaires were emailed to all the public institutions involved in

the study. As well as hand delivered to the local government offices. There was a less than 10%

response rate from the public service offices. Only a few filled in questionnaires were returned to

the eRwanda M&E office. This has been observed in several other government monitoring activities

such as online post training evaluations that the project has conducted. It is for this reason that in

the conclusion of this study some further recommendations are made with regard to monitoring

internal processes of Government both at local and central government levels.

Further still, to address this challenge in completing data compilation for the eRwanda Project M&E

system, some figures were extracted from complementary studies that have been conducted by the

eRwanda project through different consultancies such as the Government staff training needs

assessment and the definition of LAN specifications requirements for government offices.

8.0 CONCLUSION

The eRwanda Project officially commenced operations in July 2007 despite its official grant approval

that was completed by January 2007, hence it can be said that eRwanda project has conducted its

effective operations for the last 3 and half years. During this period the project has been operating

all its activities with its primary objectives as improvement of the efficiency and effectiveness of

some internal processes of the Government of Rwanda and improvement of the delivery of services

in selected key sectors and better access to information through the use of technology.

To achieve these objectives the project was originally designed into 4 components including; I.

Strengthening Government effectiveness and efficiency, II. Improving service delivery to citizens and

the private sector, III. Improving access to services through enhanced infrastructure in energy and

26

telecommunications and IV. Project management. However during the projects mid term review in

2009 when the project was looking at its operations and achievements, the project was restructured

and the third component was dropped. However it is important to note that by the time of it

dropping, the project had implemented some activities under this component of which the main one

was the preparation of the Regional communications and infrastructure project that aims to increase

broad band access in Rwanda.

With regard to other components, under component 1; the project implemented several initiatives

including; Definition of Local area network specifications in public offices and establishment of LANs

in at least 12 district offices, 5 ministries and 5 PSOs, supplied ICT equipment to 12 districts,

developed the cyber security frame work and deployed a computing platform at the National data

centre. In addition to these infrastructure projects the eRwanda project supported the development

of other applications in a bid to improve government efficiency including the eParliament

application, the eCabinet system and the document tracking and workflow system to mention but a

few. The key purpose of these applications was to enable the public institutions conduct their

business more efficiently through ICT. To complement these actions in this component the eRwanda

project has also conducted several ICT related trainings for various government staff at both local

and central government level. In total the project has trained at least 700 government staff in both

technical fields and basic or end user levels.

As shown in the study, the impact of the activities under this component fall under mainly the 1st

study objective which was to establish the level of existing ICT infrastructure and applications usage

and distribution in government institutions. However as observed during the study and from the

facts on the ground, most of the infrastructure and applications were deployed in the last half year

of the project hence there hasn’t been a valid amount of time to say any significant impact can be

assessed at this point in time. However a significant amount of output has been realised by the

project at this level and annexed to this report is a project outputs list showing a summary of

outputs the project has delivered over the last 3 and a half years.

The component 2 (Services and information access for the public and the private sector,) initiatives

included the Government portal, the Minaffet portal, the local government portal, Biodiversity

catalog, websites for several government ministries including Miniyouth, Presidents office,

parliament, Primature, Minict, REMA, RDB, RPPA, The National Univeristy of Rwanda Digital library

and many others. All these were designed and built with the primary purpose to provide citizens and

the general public with access to information about government as well as enable government

institutions have a platform to develop and deploy their electronic services and information to ease

access by citizens and promote government citizen interaction.

Further still under the second component of the project, the project took part in development of

systems and applications that would enable easier access for citizen to public services and

information, these included, the telemedicine project that was deployed in 3 hospitals, the

agricultural market price information system (eSoko project), the ICT bus project, the multi purpose

community telecenters project, the Private sector Federations BDS ICT equipment project, to

mention but a few. In order to enable citizens, especially those in Rwanda to exploit these

technologies, the project went a step ahead to build the capacity of local Rwandans , these included

35 ICT business owners, at least 195 cooperative members, 680 women from the Rwanda National

Women’s council and over 1,000 Rwandans from different walks of life in the ICT buses.

Even though component 3 of the project was dropped during the project mid term review, it is

important to note that the project invested in some initiatives which in the long term will make

significant impact on ICT development in Rwanda, especially in the areas of increasing access to

connectivity. Some of the actions conducted under this included, the study of the sub marine cables

27

connectivity to East Africa and Rwanda options, the phase 1 and 2 national backbone feasibility

studies and the Regional Communications Infrastructure projects (RCIP) preparation phase.

All in all the study showed that the outputs of the eRwanda project have had a significant impact on

the citizens of rural Rwanda. This was displayed through the statistics on citizen’s appreciation of

access to services and information. The general observation was that in the areas eRwanda project

implemented its activities there was a positive trend from the 2008 study. In comparison to areas in

which the project did not implement it’s activities there were both negative and positive changes

which we can validly say implementation of the project has indeed positively affected Rwanda

citizens. However it is important to note that the most if not all projects are in their infant stages (No

project is more than 18 months old), hence it is not possible to make a total outcome or impact

evaluation conclusion at this point in time as the usage and adoption rates are still significantly low

for most projects. Hence a similar study should be conducted within the next 2-3 years to assess the

potential realised impact of the projects.

Neither satisfied

nor dissatisfied

15%

Dissatisfied

21%

Very dissatisfied

Yes, But will have to come back another day to finish

Yes, but will have to go somewhere else to finish


No, will have to go somwhere else

No, was unable to do what I wanted

Was not seen/Did not reach counter

5.6%

0.0% 10.0%

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

Satisfaction Rating for Client treatment

9.0 ANNEX

10.0 GRAPHICAL PRESENTATION OF CONTROL DISTRICTS FINDINGS

10.1.1 Nature of outcome and follow up visits

10.1.2 Satisfaction with result of service visits

10.1.3 Satisfaction with

Very satisfied

12%

Satisfied

40%

Very dissatisfied

12%

Satisfaction rating for service results

0.0% 50.0%

Yes

Yes, But will have to come back another day to finish

Yes, but will have to go somewhere else to finish …


No, will have to go somwhere else

No, was unable to do what I wanted

Was not seen/Did not reach counter

40.0%

10.0%

5.6%

23.8%

5.0%

10.0%

5.6% 2010

15.0%

38.8%

23.1%

17.5%

5.6%

10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%

Satisfaction Rating for Client treatment

GRAPHICAL PRESENTATION OF CONTROL DISTRICTS FINDINGS

Nature of outcome and follow up visits

Satisfaction with result of service visits

Satisfaction with customer service

28

100.0%

80.0% 90.0% 100.0%

GRAPHICAL PRESENTATION OF CONTROL DISTRICTS FINDINGS

5%

4%

2%

0% 10%

Very satisfied

Fairly Satisfied


Fairly Dissatisfied

Very Dissatisfied

No Opinion

Satisfaction rating for speed of service delivery


0.3%

0.0%

Very satisfied

Fairly Satisfied


Fairly Dissatisfied

Very Dissatisfied

No Opinion

Satisfaction Rating for General service delivery

10.1.4 Satisfaction with speed of service delivery

10.1.5 General satisfaction with Government service delivery

10.1.6 Computer at work place

25%

50%

14%

20% 30% 40% 50% 60% 70% 80%

Satisfaction rating for speed of service delivery

Yes

35%

No

65%


31.2%

47.1%

7.6%

11.0%

2.8%

0.3%

10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0%

Satisfaction Rating for General service delivery

Satisfaction with speed of service delivery

General satisfaction with Government service delivery

Computer at work place

29

80% 90% 100%

90.0%100.0%

General satisfaction with Government service delivery

Not Sure

Very Hard

Citizeens Rating of Possible access to electronic services


dissatisfied

3%Fairly Dissatisfied

Very Dissatisfied

10.1.7 Opinion poll on ease of access to service

10.1.8 Rating of access to information

10.1.9 Telecenter and Bus Usage

Yes

39%

No

61%


the Telecenter

Very Easy

53%

Fairly Easy

29%

Not Sure

2%

Hard

5%

Very Hard

9%No response

2%

Citizeens Rating of Possible access to electronic services

2010

Very satisfied

20%

Fairly

Satisfied

63%

Fairly Dissatisfied

7%

Very Dissatisfied

6% No Opinion

1%

Citizeen satisfaction with access to public information

Yes

1%

No

99%


the ICT bus

Opinion poll on ease of access to service

Rating of access to information

Telecenter and Bus Usage


30

Citizeen satisfaction with access to public information


the ICT bus

Yes

66%

No

34%


10.1.10 Awareness and usage of electronic services

11.0 PILOT AND CONTROL DISTRICTS

Eastern Province Western Province

1.Bugesera 4.Nyamasheke

2.Kirehe 5.Karongi

3.Gatsibo 6.Rutsiro

7.Ngororero

Yes

66%


No

61%



Awareness and usage of electronic services

PILOT AND CONTROL DISTRICTS

Western Province Northern Province Southern Province

4.Nyamasheke 8.Rulindo 10.Nyamagabe

5.Karongi 9.Burera 11.Nyaruguru

13.Gicumbi (control) 12.Gisgara

7.Ngororero 14.Huye (control)

31

Yes

39%



Southern Province

10.Nyamagabe

11.Nyaruguru

12.Gisgara

14.Huye (control)

32

12.0 PROJECT OUTPUTS PROJECT CODE Project activities Realised Outputs

Component One: Strengthening Government effectiveness and efficiency

C1/G1L1 Procure & Install LAN equipment in Public

Offices

a. LANs installed in 12 districts (Kirehe, Bugesera, Gatsibo, Burera, Rulindo, Ngororero, Rutsiro, Nyamasheke, Karongi,

Gisagara, Nyaruguru and Nyamagabe), 8 ministries; MINAFFET, MINEAC, MINICOM, MINALOC , MINEDUC, MINIJUST,

MINIYOUTH, PRIMATURE and 2 PSOs; AUTOMOBILE GAURANTEE FUND, PUBLIC SERVICE COMMISSION

C1/G1L2 Procure & Install ICT equipment in Public

Offices

a. IT equipment for the above 12 district offices including 180 PCs, 180 UPS units, 12 printers, 12 projectors and 12 digital

cameras. Each district received 15 PCs, 15 UPS units, 1 high volume printer, 1 projector and 1 digital camera.

C1/G1L3 Procurement of Computing Platform for

the National Computing Center

a. 3 servers and a computing platform for the NDC including a virtualization platform.

b. Supplied Internet Band width to the NDC

C1/S5.1 ICT trainings for Public office staff:

Training for ICT technical staff

a. 49 district office personnel (ICT officers &Public Relations officers) trained in Joomla CMS

b. 35 district ICT officers trained in Linux and Redhat c. 10 central government staff trained in Cyber-security d. Trained Central Government staff in Joomla CMS; Minaffet 5, Miniyouth 1, Primature 2, Parliament 3, REMA 2, Presidency 1,

RDB/IT 4. C1/S5.2 ICT trainings for Public office staff:

Training for end user staff

a. 180 district office staff trained in basic usage of computers (2009)

b. 270 district office staff trained in basic usage of computers (2010)

c. 280 Sector office staff trained in basic usage of computers (2010)

C1/S7 Set up the Government portal a. National eGovernment Portalset up

C1/S10 Develop an internet governace (cyber

security) framework

a. Developed the National Cybersecurity framework

C1/S9 Back Office system specifications

definition

a. Developed the National Back office systems plan/roadmap

C1/S12 Document tracking and archive

Government documents

a. Document tracking and workflow Management system set up

C1/S2.6 Set up the eCabinet system a. The eCabinet system set up at PRIMATURE

C1/S2.7 Set up the eParliament system a. The eParliament system set up at Parliament

Component Two: Improving service delivery to citizens and the private sector

C2/S1.1 Set up the Agriculture market price

information system (eSoko Project)

a. Set up the eSoko project for MINAGRI that has been accessed by at least 25,186 users (SMS) and 4,192 (web)

C2/S2 Enhancement of the GoR web presence a. Developed the web portal for The Ministry of Foreign Affairs and 20 embassies- http://www.minaffet.gov.rw/

b. Developed the web portal for The Ministry of Local Government, 30 districts & 2 provinces - http://www.minaloc.gov.rw/

c. Developed the website for The Ministry of Youth - http://www.miniyouth.gov.rw/

d. Developed the website for The Ministry of ICT - http://www.minict.gov.rw/

33

e. Developed the website for The Parliament and Senate - http://www.parliament.gov.rw/re/

f. Developed the website for The Presidents Office - http://www.presidency.gov.rw/

g. Developed the website for The President’s Office - http://www.primature.gov.rw/

h. Developed the website for Rwanda Environment Management Authority - http://www.rema.gov.rw/

i. Developed the website for Rwanda Development Board – http://www.rdb.rw/

j. Developed the website for Rwanda Public Procurement Authority - http://www.rppa.rw/

C2/S3 Web Based information applications a. Online biodiversity catalogue established - http://www.rema.gov.rw/catalogue/

b. Created the Digitized kinyarwanda Library composed of 340 books and 2 Scanners at NUR - http://www.dash-

s.com/index.php?option=com_content&task=view&id=40&Itemid=65

C2/G2 Equip and connect 2 rural hospitals to the

Telemedicine system

a. Telemedicine Store and Forward System between King Faisal Hospital, Ruhengeri Hospital and Kabgayi Hospital, 1 server, 2

radiography machines, 2 LCD Tvs, 2 Digital cameras, 8 computers and 1 laptop

b. Internet connectivity for Ruhengeri Hospital and Kabgayi hospital.

C2/G6 The ICT bus project a. 4 ICT buses, each bus equipped with 20 PCs and an all in one scanner, printer, photocopier and 2 TFT screens

C2/G3 Setup District Telecenters a. IT equipment for 18 telecenters including 765 PCs,383 UPS, 18 projectors, 18 scanners and 18 printers. Each telecenter

equipped with 42 PCs, 1 high volume scanner, 1 high volume printer and 1 projector and project screen.

b. Modern local area networks (LANs) for 18 telecenters.

c. Developed the eContent strategy for telecenters

C2/S4 ICT marketing and Promotional actions a. 66 Laptops for Imbuto Foundation to reward best performing secondary school leaving girls (2008,2009,2010)

b. 10,000USD support to the ICT Intego Awards in 2008

c. ICT bus exposure and usage at Expo 2010, Fespad 2010, Kwita Izina 2010, AFNOG 2010.

C2/S6 Training for rural based communities and

Rwandan citizens

a. 715 members of rural community cooperatives trained in basic computer literacy (2008)

b. 30 small business owners were trained on computer based business development & ICT procurement (2008)

c. 235 women from Rwanda National Women’s Council trained in basic computer literacy (2009)

d. 450 women from Rwanda National Women’s Council trained in basic computer literacy (2010)

e. 1200 (At least) Rural Rwandans trained in both ICT buses (2009-2010)

C2/G5 ICT Support to Private sector Federation a. Equipped PSF Business Development Service Centers with 30 PCs, 5 printers, 5 scanners, 5 cameras and 5 projectors

Component Four: Project Management

C4/S14.1 Monitoring and evaluation in ICT program

at KIST

a. 62 CEIT students trained and certified in M&E in ICT program

b. Established M&E Computer lab at KIST including; 20 PCs, a local area network, 1 printer, 1 projector, 2 air

conditioners and library Books

C4/S1 eRwanda Project staff Training a. Procurement specialist trained in; International Procurement for Donor Funded Projects, Procurement of information Systems

in World Bank-Funded Projects, e-procurement: Strategies for Success, Training on public procurement management and best

practices

b. M&E Specialist Trained in: Participatory planning Monitoring & evaluation, eGovernment and Project Identification, planning

34

and management, Resource mobilization and Negotiation skills

c. Content Management Specialist trained in; Masters of Communication Management

d. Financial Management specialist trained in; ACCA

e. Private Sector Development Specialist trained in; Masters of Communication Management, Public Private Partnership (PPP),

Designing Legal, Institutional and Regulatory for Public Private Partnerships, PPPs Competence and Development from

Institute for Public Private Partnership, International Trade in Service (Online)

f. Project Manager Trained in;

13.0 RESULTS MONITORING TABLE

Target Realised Data Collection and Reporting

Outcome Indicators Baseline

2007

YR1

20084

YR3

2010

Frequency

and Reports

Data Collection Instruments Responsibility

for Data

Collection

0.1 Number of targeted government institutions1 which demonstrate improved internal

efficiency in the delivery of services and information to citizens.

NA 0 29 245 (83%) Annual Client and service provider

questionnaire & / or focus group

discussion

RDB/IT

0.2 Percentage of target population expressing satisfaction with services provided by

the Government of Rwanda

NA 68.3% 100% 80.6% Annual citizen questionnaire (public surveys) KIST, RDB/IT

0.3 Percentage of target population expressing satisfaction with access to information NA 63.0% 100% 74.0% Annual citizen questionnaire (public surveys) KIST, RDB/IT

1.0 Number of the targeted Government institutions with a minimum standard ICT

infrastructure to enable them perform efficiently and effectively for service delivery

and dissemination of information to the government, civil society and private sector

NA 0 29 22 Annual Physical Observation, Service provider

surveys

KIST, RDB/IT

1.2 Number of targeted public services with fully integrated digital back office

processes and citizen facing systems

NA 0 4 0 Annual Observation and internet diagnostic

tools which reflect traffic patterns

KIST, RDB/IT

1.3 Number of targeted institutions2 who participate in the Government portal 0 0 27 NO

5 Bi-Annual KIST, RDB/IT

1.4 % of civil servants expressing satisfaction with the internal flow of Government

process through use of ICTs

NA 29% 100% NO Annual Service provider surveys KIST, RDB/IT

1.5 Number of ICT professionals that successfully complete the M&E in ICT and related

programs

NA 41% 50% 52% Annual Training records KIST

2.0 Number of targeted public services (applications, maximum 4) available through

improved delivery mechanisms which are functional and easy to use

0 0 4 2 Annual citizen questionnaire (public surveys) KIST, RDB/IT

2.1 Number of Government institutions with operational websites NA 0 29 946 Bi-Annual

2.2 Percent of users who express satisfaction with the services and information provided by the Government Portal.

NA 0 95% 0 Annual citizen questionnaire (public surveys) KIST, RDB/IT

2.3 % of target population acknowledging use of eServices NA 17% 80% 29% Annual citizen questionnaire (public surveys) KIST, RDB/IT

2.4 % of target population acknowledging use of public access point services NA 36.7% 100% 56% Bi-Annual citizen questionnaire (public surveys) KIST, RDB/IT

2.5 % of target population expressing satisfaction with services and information

provided by the public access points

NA 80.9% 100% 76% Bi-Annual citizen questionnaire (public surveys) KIST, RDB/IT

1 Maximum number of Ministries targeted was 17 and 12 district offices. 2 Public offices include Ministries, Districts, provinces and Government agency offices. 3 This number indicates the public institutions in which the project installed ICT infrastructure, provided various ICT equipment and developed eApplications for their operations e.g. eParliament and eCabinet applications (i.e. 12 District Offices, MINAFFET, MINEAC, MINICOM, MINALOC , MINEDUC, MINIJUST, MINIYOUTH, PRIMATURE, PRESIDENCE,PARLIAMENT, AUTOMOBILE GAURANTEE FUND, PUBLIC SERVICE COMMISSION 4 2008 was the year in which a baseline study for the project was conducted, so all values shown are considered to be baseline figures 5NO- Not Obtainable, Mainly because despite the development of the eGovernment portal it has not gone live to the public hence usage cannot be assessed 6 The total number of operational public websites the project migrated into the Typo3 Content Management System

Documents

eRWANDA PROJECT PHASE OUT REPORT (END TERM ... - World Banksiteresources.worldbank.org/INFORMATIONANDCOMMUNICATIONAND... · (END TERM MONITORING & EVALUATION REPORT) ... 6.2.3 Satisfaction