Accredited to the United Kingdom and Malta, with representation in Ireland, the diplomatic mission aims through this initiative to enhance service delivery and facilitate access to information for the Rwandan diaspora as well as anyone seeking its services.
Designed as an interactive digital tool, Nshuti was developed as part of the High Commission’s digital transformation strategy. The virtual assistant provides instant guidance and answers to frequently asked questions via WhatsApp or directly through the institution’s website.
This solution is intended to simplify administrative procedures, reduce waiting times, and minimise the need for phone calls while ensuring the provision of reliable and up-to-date information.
In practical terms, Nshuti supports users across a wide range of consular procedures. It offers information on passport applications and renewals, enquiries related to Indangamuntu (National ID), document legalisation and certification, appointment scheduling, and guidance on various consular services. The assistant also responds to general enquiries regarding the High Commission and its activities.
Beyond its administrative function, the tool also serves as a community communication channel. Nshuti shares updated information on national celebrations, diaspora events, locations and contacts of community organisations, as well as details of community representatives in the countries covered by the diplomatic mission.
The introduction of this virtual assistant is expected to significantly improve the High Commission’s internal efficiency by reducing incoming call volumes while ensuring continuous responsiveness to enquiries. Accessible anytime and from anywhere, the service provides permanent support aligned with the realities of a mobile and digitally connected community. Users can send a WhatsApp message to +44 7427 941212 or start a conversation via the High Commission’s website to obtain the information they need.
In a statement accompanying the launch, the High Commissioner emphasised that Nshuti reflects the institution’s ongoing commitment to innovation and excellence in public service. The adoption of digital solutions, he noted, helps make consular services more accessible, responsive, and efficient for diaspora communities and all service users.
With Nshuti, the High Commission of Rwanda in the United Kingdom further affirms its shift toward a more modern, user-centred consular diplomacy, where technology serves as a key tool for bringing public services closer to citizens and meeting the demands of today’s digital era.
karirima@igihe.com
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