Residents of Southern Province Seek Assistance Over Digital ID System Challenges

Residents of Southern Province have called on authorities to help resolve challenges encountered during the ongoing data verification and correction exercise in the national digital identification system. Several citizens say technical and data-related errors have prevented them from accessing essential services as expected.

The exercise is being implemented by the National Identification Agency (NIDA). It aims to streamline and consolidate citizens’ records into a single digital system in order to ensure faster and more reliable public service delivery.

In Huye District, Mr. Jean Baptiste Niyonzima reported discovering that his names were incorrectly recorded in the system. He was advised to first correct the discrepancies in the civil registration records before he could receive services. “When I went for data correction, I was told that my names did not match those on my academic documents. As a result, I could not access services immediately. We hope these issues will be resolved quickly,” he said.

Similarly, in Nyanza District, Ms. Claudine Mukamana found that her date of birth had been recorded incorrectly, raising concerns about her ability to access services that require accurate personal information. “I was surprised to learn that my date of birth in the system was different from what I have always known. I had to return to the civil registry office to have it corrected. We ask that the process be expedited,” she explained.

While residents commend the government’s efforts to modernize citizen records through digital technology, many note that gaps remain in providing adequate support to individuals facing technical difficulties.

The Director General of NIDA, Josephine Mukesha, acknowledged that technical challenges have arisen in certain parts of the country, largely due to heavy system usage. “In some areas, the system experienced temporary disruptions because of the high number of users accessing it simultaneously. We are working closely with IT experts to ensure these issues are permanently resolved. No citizen will be left behind because of system-related problems,” she assured.

She encouraged citizens who identify discrepancies in their records to correct them promptly and reassured them that services will be provided once the issues are addressed.

Technology analyst Eric Habimana noted that initiatives of this nature are essential for improving public service delivery but require strong public awareness campaigns to guide citizens through the transition. “Whenever a new digital system is introduced, transitional challenges are common. The key is to strengthen citizen support mechanisms and provide clear information on how individuals can verify and correct their data,” he said.

The digital identification update program was launched to harmonize civil registration records and establish a single, reliable identity profile for every citizen. In previous years, inconsistencies such as variations in name spellings, mismatched birth dates, and incomplete records caused difficulties in accessing services, including community-based health insurance, financial services, and official documentation.

To address these issues, NIDA initiated a nationwide data verification and correction campaign. The exercise is currently ongoing, including in Kigali, while authorities work to fully resolve the challenges reported in the Southern Province.

Officials are urging citizens who have not yet participated in the exercise to proactively check their information using their mobile phones. By typing the word “amakuru,” followed by their national ID number, and sending the message to 3500, individuals can verify their details and correct any inaccuracies early, helping to ensure uninterrupted access to services.