E-Government Service Delivery in Rwanda: Overcoming Infrastructure Limitations (A UN EGDI-Based Study for LDCs)

Mas e 's Deg ee P og am in In o ma ion Managemen TITLE E-Go e nmen Se ice Deli e y in Rwanda: O e coming In as uc u e Limi a ions (A UN EGDI-Based S udy o LDCs) REMY SHARAMANZI Mas e s’ Thesis p esen ed as pa ial equi emen o ob aining he Mas e Deg ee in In o ma ion Managemen NOVA In o ma ion Managemen School Ins i u o Supe io de Es a ís ica e Ges ão de In o mação Uni e sidade No a de Lisboa MGI NOVA In o ma ion Managemen School Ins i u o Supe io de Es a ís ica e Ges ão de In o mação Uni e sidade No a de Lisboa TITLE E-Go e nmen Se ice Deli e y in Rwanda: O e coming In as uc u e Limi a ions (A UN EGDI-Based S udy o LDCs) by REMY SHARAMANZI Mas e Thesis p esen ed as pa ial equi emen o ob aining he Mas e ’s deg ee in In o ma ion Managemen , wi h a specializa ion in In o ma ion Sys ems and Technologies Managemen Supe ised by Mijail Na anjo-Zolo o JULY, 2024 i STATEMENT OF INTEGRITY I he eby decla e ha ing conduc ed his academic wo k wi h in eg i y. I con i m ha I ha e no used plagia ism o any o m o undue use o in o ma ion o alsi ica ion o esul s along he p ocess leading o i s elabo a ion. I u he decla e ha I ha e ully acknowledged he Rules o Conduc and Code o Hono om he NOVA In o ma ion Managemen School. Lisbon, 15/07/2024. ii DEDICATION To my Family iii ACKNOWLEDGMENTS Comple ing his mas e ’s hesis has been a challenging ye ul illing expe ience, cha ac e ized by pe sonal g ow h and p o essional de elopmen . I am p o oundly hank ul o he Almigh y God o his guidance h oughou his chap e o my li e. All glo y belongs o Him. I ex end my since e g a i ude o my supe iso , Mijail Na anjo-Zolo o . You in aluable assis ance, insigh ul guidance, and encou agemen ha e been pi o al h oughou my esea ch. My hea el g a i ude goes o my amily, especially my siblings, o hei lo e, pa ience, and suppo , hei encou agemen means he wo ld o me. I also wish o exp ess my app ecia ion o NOVA IMS. The academic en i onmen and esou ces you o e ed ha e g ea ly con ibu ed o my p o essional g ow h. I ex end my special hanks o all he p o esso s o hei in aluable guidance and suppo . I am g a e ul o my colleagues a NOVA IMS. Thei suppo has made his jou ney mo e enjoyable. i ABSTRACT E-go e nmen is an excellen ool o achie ing sus ainable de elopmen by enhancing se ice deli e y, anspa ency, and public pa icipa ion, especially in leas -de eloped coun ies. Rwanda, a de eloping coun y, despi e i s in as uc u e limi a ions, is now a leade in e-go e nmen se ice deli e y wi hin A ica. The pu pose o his s udy was o iden i y and explain he easons behind Rwanda's success in p o iding e-go e nmen se ices. This s udy e iewed he li e a u e and iden i ied successes ha led Rwanda o a ain a high sco e in he Online Se ice Index (OSI) in he la es UN su ey o he yea 2022 abou digi al ans o ma ion, which measu es he e ec i eness and accessibili y o e-go e nmen se ices. The indings o his s udy highligh he key ac o s, including use eedback, eal- ime da a analy ics, b oadband expansion, digi al awa eness, he coun y’s digi al s a egy, and p i a e sec o coope a ion in Rwanda’s digi al ecosys em, which we e mos ly key ac o s in Rwanda's online se ice deli e y success. The signi icance o Rwanda's success is ha i demons a es how s a egy, planning, and inno a ion can help de eloping coun ies o e come he challenges hey ace in he digi al age. KEYWORDS E-Go e nmen , Leas -De eloped Coun ies, Rwanda, Online Se ice Index, Sus ainable De elopmen Goals (SDG): TABLE OF CONTENTS 1. In oduc ion ................................................................................................................... 1 1.1 Objec i es .......................................................................................................... 1 1.2 Signi icance o he S udy ................................................................................... 1 2. Li e a u e e iew ........................................................................................................... 2 2.1 In oduc ion ............................................................................................................ 2 2.2 Challenges and Oppo uni ies o E-Go e nmen in LDCs ....................................... 2 2.3 C i ical Success Fac o s o E-Go e nmen : The Case o Rwanda .......................... 3 2.3.1 Mobile Technology ......................................................................................... 3 2.3.2 Use -Cen ic Design ....................................................................................... 3 2.3.3 Public-P i a e Pa ne ships (PPPs) ................................................................. 3 2.3.4 Phased Implemen a ion ................................................................................... 4 2.4 C i ical Analysis ....................................................................................................... 4 3. Me hodology ................................................................................................................. 5 3.1 In oduc ion ............................................................................................................ 5 3.2 Jus i ica ion o Seconda y Da a Analysis ............................................................... 5 3.3 Da a Collec ion ....................................................................................................... 5 3.4 Da a Selec ion C i e ia ............................................................................................ 6 3.5 Da a Analysis ........................................................................................................... 6 3.6 Limi a ions .............................................................................................................. 7 3.7 E hical Conside a ions ............................................................................................ 7 4. FINDINGS ....................................................................................................................... 8 4.1 In oduc ion ............................................................................................................ 8 4.2 Analysis o Rwanda’s OSI Sco es and Key Success Fac o s .................................... 8 4.2.1 O e iew o OSI Componen s: ....................................................................... 8 4.2.2 Fac o s o Success in Rwanda's E-Go e nmen De elopmen ..................... 10 4.3 Compa a i e Analysis ........................................................................................... 11 5. Discussion .................................................................................................................... 14 5.1 In oduc ion .......................................................................................................... 14 5.2 Discussion o he Resul s ...................................................................................... 14 5.2.1 Use Feedback Boos s Se ices .................................................................... 14 5.2.3 B oadband Expansion Boos s Connec i i y ................................................. 16 5.2.4 Digi al Di ide ............................................................................................... 16 5.2.5 Clea Policies Guide Digi al T ans o ma ion ............................................... 17 5.2.6 P i a e Sec o Expe ise o Imp o ed E iciency ........................................ 18 i 6. Conclusions and Fu u e Wo k ..................................................................................... 20 6.1 Limi a ions ............................................................................................................ 20 6.2 Recommenda ions and Fu u e Wo k ................................................................... 20 Re e ences ....................................................................................................................... 21 APPENDIX ........................................................................................................................ 25 LIST OF FIGURES Figu e 1: B eakdown o OSI Sub-Indices o Rwanda (2022) ................................................... 9 Figu e 2: OSI T ends o Rwanda O e he Yea s ..................................................................... 9 Figu e 3: Summa y o Rwanda’s OSI Sco es ........................................................................... 11 Figu e 4: B eakdown o OSI Sub-Indices o Selec ed Coun ies (2022) ................................ 13 ii LIST OF TABLES Table 1: OSI T ends o Rwanda O e he Yea s ...................................................................... 9 Table 2: Key Success Fac o s ................................................................................................... 11 Table 3: Compa a i e OSI Sco es ............................................................................................ 12 6 • Go e nmen al Repo s and Policy Documen s: This includes published epo s and policy documen s om Rwandan go e nmen agencies and in e na ional o ganiza ions such as he Wo ld Bank and he Uni ed Na ions, de ailing e- go e nmen se ice deli e y ini ia i es and de elopmen s a egies in Rwanda • C edible Online Sou ces: Websi es om highly ega ded o ganiza ions 3.4 DATA SELECTION CRITERIA The c i e ia o selec ing da a ha ensu e i s quali y and ele ance a e based on: • Da e o Publica ion: P e e ence will be gi en o ecen publica ions, speci ically hose om he las 5-10 yea s, o ensu e co e age o he la es esea ch on e- go e nmen se ice deli e y models, s a egic planning, and hei impac on se ice quali y and ci izen sa is ac ion. • Pee Re iew P ocess: High impo ance is placed on academic jou nals and publica ions wi h a igo ous pee - e iew p ocess, as his es ablishes he quali y and c edibili y o he esea ch. • Rele ance o Resea ch Objec i es: Sou ces mus demons a e ele ance o he esea ch objec i es, pa icula ly hose add essing ac o s in luencing he e ec i eness and accessibili y o e-go e nmen se ices. • Expe ise o he Au ho : Conside a ion will be gi en o he au ho 's expe ise and expe ience in subjec s ela ed o e-go e nmen , se ice deli e y models, and s a egic planning, especially how hese a eas in e sec conce ning ci izen pa icipa ion and adminis a i e e ec i eness in de eloping coun ies 3.5 DATA ANALYSIS The da a ob ained om he e iewed li e a u e and quan i a i e sou ces will be analyzed using a desc ip i e analysis app oach. This app oach in ol es summa izing and in e p e ing he da a o iden i y pa e ns, ends, and ela ionships. The ollowing s eps ou line he speci ic analy ical me hods used: • Summa izing Da a: Each sou ce's li e a u e will be summa ized o iden i y common hemes o opics ela ed o e-go e nmen se ice deli e y in Rwanda. • T end Analysis: T ends, pa e ns, and ela ionships among OSI sco es and key indica o s o e-go e nmen se ices will be analyzed o unde s and changes o e ime. • Visual Da a Rep esen a ion: G aphs and cha s will be used o isualize he da a, making i easie o iden i y and in e p e ends and pa e ns. • Compa a i e Analysis: In o ma ion om di e en sou ces will be compa ed and con as ed unde each iden i ied heme. This includes compa ing Rwanda's OSI sco es wi h hose o o he LDCs o highligh di e ences o simila i ies. 7 • Thema ic Analysis: Thema ic analysis will be used o o ganize and summa ize indings om he li e a u e e iew and quan i a i e analyses, g ouping da a in o iden i ied hemes. To enhance he c edibili y o he esea ch, his s udy has been guided by se e al main p ac ices. • T anspa ency: The s a egy o he li e a u e sea ch, he selec ion c i e ia o iden i y ele an sou ces, and he hema ic and quan i a i e analysis app oach chosen a e all clea ly ou lined in his chap e . • Sou ce C edibili y: The quali y o he sou ces being e iewed. The schola ly a icles a ailable on his subjec ma e , go e nmen epo s, and in e na ional o ganiza ions' epo s a e conside ed o be eliable and o e high-quali y in o ma ion on e-go e nmen se ice deli e y models and s a egic planning, and hei impac on ci izen engagemen and adminis a i e e iciency in de eloping coun ies. 3.6 LIMITATIONS • Gene alizabili y: The ex en o which he indings, based on a ailable li e a u e and OSI da a, can be applied beyond he Rwandan con ex . While he esea ch indings need ca e ul con ex ualiza ion wi hin Rwanda o highligh hei con ibu ion o he e-go e nmen se ice deli e y landscape in he de eloping wo ld, hei limi s in gene alizabili y mus be acknowledged. • Reliance on Published In o ma ion: Some impo an insigh s o expe iences, may be missed. The li e a u e e iew will use epo s om in e na ional o ganiza ions and Rwandan go e nmen agencies combined wi h academic li e a u e as much as possible. 3.7 ETHICAL CONSIDERATIONS Following e hical guidelines, all sou ces a e p ope ly a ibu ed wi h accu a e and comple e ci a ions o ensu e no plagia ism and uni o mi y in e e encing, acknowledging all con ibu ions o e-go e nmen se ice deli e y models. Conclusion This chap e p esen ed he me hodological app oach o his s udy o e-go e nmen se ice deli e y in Rwanda, le e aging p e iously iden i ied knowledge and da a sou ces h ough seconda y da a analysis. I desc ibed how da a collec ion will be done, he da a selec ion c i e ia, and he plan o da a analysis as desc ip i e and na a i e. The chap e co e ed issues ela ed o he quali y and limi a ions o he esea ch, aiming o p o ide anspa ency and c edibili y o sou ces. Finally, i co e ed e hical conce ns ega ding p ope sou ce a ibu ion and da a p i acy p o ec ion. 8 4. FINDINGS 4.1 INTRODUCTION Based on he analysis o Rwanda's e-go e nmen de elopmen using OSI sco es om UN E- Go e nmen Su eys, his chap e epo s indings. The indings a e summa ized in e ms o Rwanda's OSI sco es, key success ac o s, and compa a i e analysis wi h o he coun ies. 4.2 ANALYSIS OF RWANDA’S OSI SCORES AND KEY SUCCESS FACTORS The E-Go e nmen De elopmen Index has h ee p ima y indices: an Online Se ice Index, a Telecommunica ion In as uc u e Index, and a Human Capi al Index. Each index e lec s di e en dimensions o he e-go e nmen landscape. 4.2.1 O e iew o OSI Componen s: The Online Se ice Index indica es he ex en and quali y o he se ices a ailable online om he go e nmen . OSI is a composi e indica o based on i e weigh ed sub-indices, which include se ice p o ision, echnology ins i u ional amewo k suppo ing e-go e nmen de elopmen , con en p o ision, and e-pa icipa ion. Explana ion o OSI Sub-Indices: • Se ice P o ision— his e e s o he ex en public se ices a e deli e ed online and hei quali y. Fo example, unde Rwanda's IREMBO pla o m, ci izens can apply o bi h ce i ica es online. • TEC: The index examines he so-called echnological in as uc u e ha suppo s e- go e nmen h ough aspec s such as connec i i y h ough he In e ne and so wa e sys ems. I is he e ha in es men by Rwanda in a na ional ibe -op ic backbone enhances connec i i y. • Ins i u ional amewo k: This e alua es he p esence o policies, egula ions, and ins i u ions ha implemen ed e o ms in suppo o e-go e nmen ini ia i es. In his ega d, he Sma Rwanda Mas e Plan makes up o s ong ins i u ional suppo . • Con en P o ision (CP): I e alua es he comp ehensi eness and ele ance o in o ma ion a ailable on he go e nmen websi e. Fo ins ance, Rwanda has made su e ha he go e nmen websi es a e kep upda ed and ele an o ci izens. • E-Pa icipa ion (EPI): An assessmen o he deg ee o solici a ion made by he go e nmen om he public h ough online channels. Fo example, e-ci izen ini ia i es in Rwanda include online o ums o public consul a ion on d a legisla ion. 9 Figu e 1: B eakdown o OSI Sub-Indices o Rwanda (2022) Sou ce: UN E-Go e nmen Su ey 2022 Table 1: OSI T ends o Rwanda O e he Yea s Online Se ice Index 2022 2020 2018 2016 2014 2012 2010 Rwanda (Value) 0.79350 0.61760 0.72220 0.45652 0.51181 0.33986 0.17460 Sou ce: UN E-Go e nmen Su ey 2022 Figu e 2: OSI T ends o Rwanda O e he Yea s 10 4.2.2 Fac o s o Success in Rwanda's E-Go e nmen De elopmen The ollowing subsec ions desc ibe he key ac o s o success ha can be a ibu ed o he high sco es ha Rwanda has achie ed in he OSI index. These ac o s ha e been de e mined h ough an analysis o he e-go e nmen ini ia i es o Rwanda, backed by some ele an esea ch and go e nmen epo s. 1. Use -Cen ic App oach D i en by Feedback • De elopmen o accessible online po als, easy o use, such as he IREMBO pla o m. • Collec ion o eedback om use s h ough su eys and mee ings has enabled con inuous de elopmen o ensu e use sa is ac ion. • Real- ime Da a Connec ion: Real- ime da a on he usage o se ices could addi ionally gi e insigh s o imp o e se ices based on use needs. 2. Real- ime Da a Enables Agili y and In o med Decision-Making • Rwanda is ga he ing eal- ime in o ma ion, which aids s a egic public planning wi h SMART analy ics ha keeps ack o he pe o mance in se ice deli e y. • Real- ime in o ma ion collec ion enables he go e nmen o p omp ly espond o issues and op imize esou ce alloca ion o be e he gene al e iciency o se ices. • Link o Use Feedback: Da a om he usage o he se ices in eal- ime can be used o unde s and use beha io and hence in o m eedback mechanisms 3. Reducing he Digi al Di ide • P og ams so ha households can acqui e digi al de ices and p o ide aining needed o millions o people o acqui e digi al li e acy. • Digi al li e acy p og ams empowe ci izens o use he e-go e nmen se ices e ec i ely, hence enhancing hei o e all impac . 4. Clea and well-a icula ed policies o guide digi al ans o ma ion • The go e nmen is dedica ed o digi al ans o ma ion, wi h clea policies and egula ions— o ins ance, he Sma Rwanda Mas e Plan. These policies mean ha he e is a cohesi e and coo dina ed app oach o digi al ans o ma ion, hence se ing an enabling en i onmen o inno a ion. 11 Table 2: Key Success Fac o s Fac o Desc ip ion Sou ce Use -Cen ic App oach De elopmen o use - iendly po als & eedback mechanisms An In o ma ion Sys ems A i ac App oach o E alua e e-Go e nmen Se ices in Rwanda (Mukamu enzi e al., 2021) Real- ime Da a o Agili y Use o SMART analy ics o pe o mance acking ICT o GOVERNANCE CLUSTER STRATEGY 2020-2024 (MINICT, 2020) B idging he Digi al Di ide Digi al li e acy ini ia i es and de ice access RWANDA DIGITAL RIGHTS AND INCLUSION REPORT 2020 Clea Policies Digi al ans o ma ion policies and egula ions ICT o GOVERNANCE CLUSTER STRATEGY 2020-2024 (MINICT, 2020) 4.3 COMPARATIVE ANALYSIS This sec ion compa es Rwanda's e-go e nmen pe o mance wi h some o he selec ed A ican sub- egion coun ies and wi h a coun y wi h a highe sco e in he online se ice index (OSI). The coun ies picked o compa ison we e: Kenya, Uganda, and Singapo e. This selec ion was made o add a dimension o he de elopmen o e-go e nmen : egional neighbo s sha ing simila challenges and a high-income coun y wi h ad anced echnology in as uc u e. Figu e 3: Summa y o Rwanda’s OSI Sco es Sou ce: UN E-Go e nmen Su ey 2022 12 Coun y Choice •Kenya: This egional neighbo p o ides aluable insigh s because i aces compa able economic and in as uc u al challenges as Rwanda. Kenya's e- go e nmen s a egy p o ides an oppo uni y o explo ing bes p ac ices ha could be ans e able knowledge ele an o he Rwandan con ex , especially in he a eas o use -cen e ed design and he use o mobile echnologies o e ec i e de elopmen . • Uganda: Ano he LDCs in his egion, Uganda ac s as a benchma k o unde s and wha ype o challenges many LDCs usually ace in e-go e nmen de elopmen . Compa ing Rwanda and Uganda highligh s he ac o s ha ha e led o Rwanda's success in o e coming such challenges. • Singapo e: As one o he global leade s o e-go e nmen , Singapo e ends o be a model o se e al a eas o he de elopmen aspi a ions o Rwanda. D awing om he ad anced Singapo ean e-go e nmen in as uc u e and mechanisms o ci izen pa icipa ion, he e a e se e al possible a eas whe e p ac ices could be adap ed in Rwanda such as da a analy ics o op imizing se ice deli e y o c ea ing a means o in ol ing ci izens using he e-go e nmen pla o m. Table 3: Compa a i e OSI Sco es coun y OSI G oup OSI 2022 IF CP SP EPI TEC EGDI G oup EGDI 2022 Singapo e Ve y High OSI 0.962 1 0.8 0.92 0.9773 0.8824 Ve y High EGDI 0.9133 Rwanda Ve y High OSI 0.7935 1 1 0.8133 0.6364 0.7059 High EGDI 0.5489 Kenya High OSI 0.6821 0.8077 0.6 0.7067 0.5795 0.7647 High EGDI 0.5589 Uganda Middle OSI 0.5169 0.8846 0.8 0.48 0.4091 0.3529 Middle EGDI 0.4424 Sou ces: UN E-Go e nmen Su ey 2022 13 Figu e 4: B eakdown o OSI Sub-Indices o Selec ed Coun ies (2022) Analysis: • Rwanda did well in e ms o he ins i u ional amewo k and se ice p o ision—i ge s high sco es in bo h, which shows a line o s ong go e nmen suppo and also indica es he e ec i e deli e y o online se ices. • In mos ca ego ies, Singapo e gene ally opped he lis , which signi ies well- es ablished e-go e nmen in as uc u es and high le els o ci izen engagemen in hese ci ies. • Kenya and Uganda ha e lowe sco es in TEC and EPI, which e lec s sho comings bo h in he echnology in as uc u e and in ci izen pa icipa ion. 14 5. DISCUSSION 5.1 INTRODUCTION The chap e build on he analysis p esen ed in Chap e 4, wha explains Rwanda's e- go e nmen success using he Online Se ice Index as a co e indica o . Th ough compa ison be ween Rwanda's pe o mance and ha o Kenya, Uganda, and Singapo e, his chap e de i e b oade implica ions o policy and p ac ice, o e ing insigh s on imp o emen o e- go e nmen se ices in Rwanda as well as lessons o any o he LDC. 5.2 DISCUSSION OF THE RESULTS The da a analyzed ocused on Rwanda's OSI pe o mance and key success ac o s wi h compa a i e insigh s d awn om Kenya, Uganda, and Singapo e. These indings a e discussed ully in his sec ion. 5.2.1 Use Feedback Boos s Se ices Rwanda's App oach: In e-go e nmen se ices gene ally, he Go e nmen o Rwanda highly alues use eedback, pa icula ly om IREMBO whe e he pla o m is imp o ed based on use sugges ions. OSI Connec ion: Imp o es E-Pa icipa ion sub-index h ough usabili y, boos ing EPI and Se ice P o ision sub-indices h ough engagemen . • Example: Feedback om he use s helped ini ia e p ocedu es ha would educe he p ocesses o gaining access o public documen s. A con inuous su ey and di ec in e ac ion wi h he use s ensu ed he sa is ac ion o use needs h ough he po al. • Mechanisms: Feedback is ga he ed ia online su eys, h ough social media, o ums, and a ious in e ac i e sessions di ec ly wi h he use s. Ad anced analy ics un da a ha is ga he ed o iden i y common issues and highligh a eas o imp o emen . • Impac : Inc eased a e o sa is ac ion o e-se ices u iliza ion by use s. Compa ison wi h O he Coun ies: • Kenya: Like Rwanda, he eCi izen pla o m o Kenya uses use eedback o imp o e i s se ices and hence sa is ac ion. • Uganda: Poo collec ion and in eg a ion o use eedback hence a ec ing se ice deli e y. •Singapo e: Wi h sophis ica ed analy ics and AI, he e is cons an collec ion and in eg a ion o use eedback o ensu e a high a e o use sa is ac ion 15 Lessons o LDCs: • Enhanced accessibili y and engagemen h ough he in eg a ion o mobile echnology, such as Kenya's; he e would be a place o he eedback mechanisms ha we e adop ed by Rwanda. Singapo e's se ing, in u n, p esen s ad anced eedback in eg a ion, en ailing a con inuous cycle o imp o emen . • I e a i e inco po a ion o use eedback has led o imp o ed se ice quali y and sa is ac ion, as e idenced by Rwanda's case. Such an app oach inc eased OSI sco es by p omp ing a en ion o he use 's needs and smoo hening he se ice p ocess. • Coun e ac uals: Rwanda's success can be a ibu ed o high poli ical will, signi ican digi al in as uc u e in es men s, and e ec i e public-p i a e pa ne ships. While use eedback is c i ically impo an , hese ac o s c ea e an enabling en i onmen o e-go e nmen success. 5.2.2 Real- ime Da a Enables Agili y Rwanda App oach: Wi h eal- ime da a and SMART analy ics, Rwanda esol es se ice deli e y p oblems excep ionally quickly, ensu ing con inuous imp o emen . OSI Connec ion: Impac ing SP and TEC sub-indices h ough he abili y o ha e e ec i e and esponsi e se ice deli e y. • Example: Due o COVID-19, his eal- ime da a collec ion made i possible ha a he peak o he ou b eak, esou ces we e p omp ly deployed o a eas o ou b eak. • O he uses: Real- ime da a moni o se ice pe o mance, de ec bo lenecks, and hus he op imiza ion o he alloca ion o esou ces. • Impac : enhance e iciency in se ice deli e y and ensu e imely esponses o public needs. Compa ed o o he coun ies: •Singapo e: Applied ad anced da a analy ics in se ice op imiza ion and ci izen engagemen . •Uganda: Lacks comp ehensi e eal- ime da a sys ems o as esponses o se ice deli e y challenges. Lessons o LDCs: • Rwanda can adop da a analy ics me hods om Singapo e as pa o imp o ing i s se ice deli e y and use engagemen . Uganda has o in es mo e in eal- ime da a collec ion and analy ics. Real- ime da a in se ice deli e y enable imely adjus men s 22 Accep ance Model. 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E-go e nmen in Rwanda: Implemen a ion, Challenges and Re lec ions. 16(1). Uni ed Na ions Depa men o Economic and Social A ai s [UN DESA] (Ed.). (2022). The u u e o digi al go e nmen . Uni ed Na ions. 25 APPENDIX RWANDA UN E-GOVERNMENT SURVEY QUESTIONNAIRE 2022 26 27 28 29 30 31 38