About RSEF
What the forum is, who it is for, and what it sets out to change.
What RSEF is, and how it works.
The Rwanda Service Excellence Forum (RSEF) is a national platform for the people responsible for how services are delivered in Rwanda: government institutions and regulators, businesses and service leaders, professional bodies and associations, service delivery and customer experience practitioners, and the researchers and development partners who work alongside them.
Service quality in Rwanda is not decided in one place. It is decided in thousands of separate organisations, each setting its own standards and each solving the same problems on its own. The forum exists to put the people who set those standards in the same room, so that something that already works in one institution does not have to be invented again in the next.
It is built around working sessions rather than speeches. A session takes one concrete problem, brings in the people who have already dealt with it, and works through what was tried and what actually changed. Presentations are used only where they set up that work, never as the substance of a day.
Each session is meant to produce something usable: a practice worth copying, a barrier worth removing, or a commitment worth holding people to. The measure of a session is not how it felt in the room, but whether anyone can act on it the following week.
The forum is convened by Trusted Rw, and it is deliberately multi-sector: no single ministry, regulator or company owns the agenda, because service delivery does not sit inside any one of them.
There are three ways to take part. Anyone with a direct stake in service delivery can register to attend, and attendance is free. Organisations can propose a session or a speaker through the organisers. And institutions and companies that want to support the work can partner with the forum. The agenda and the speakers are published as they are confirmed.
Services now carry the economy.
Rwanda’s growth has shifted decisively towards services. That makes the quality of a service an economic question, not only a question of courtesy.
- 52%
- of GDP came from services in 2025, the largest share of any sector, ahead of industry at 22% and agriculture at 20%.
- 9%
- growth in the services sector across 2025, against total GDP growth of 9.4%.
- 3.9pp
- of the 10% GDP growth recorded in the first quarter of 2026 came from services, the largest contribution of any sector.
A sector that large sets the ceiling on national productivity. When a licence takes three visits instead of one, when a customer cannot get an answer, when a patient or a passenger or a taxpayer is left waiting, the cost is not only frustration: it is time and money withdrawn from the part of the economy that is growing fastest. The Ministry of Finance and Economic Planning describes services as “the anchor of the economy”.
Rwanda has built the institutions, the connectivity and the workforce. What is uneven is delivery, and delivery is decided in thousands of separate organisations, each with its own standards. RSEF exists to put the people who set those standards in one room, compare what actually works, and agree what to fix next.
Sources: National Institute of Statistics of Rwanda, GDP National Accounts 2025; Ministry of Finance and Economic Planning, GDP first quarter 2026.
The people in the room.
- 01 Government institutions and regulators
- 02 Business and service leaders
- 03 Professional bodies and associations
- 04 Service delivery and customer experience practitioners
- 05 Researchers, innovators and development partners
Coming soon · Kigali
Venue to be confirmed