Civic technology is easy to oversell. A portal, app, or digital ID system can sound transformative in a launch speech, then fail quietly if people cannot understand it or reach it when they need it.
That is why the boring parts matter most: plain language, uptime, support, accessibility, and a clear path when something goes wrong. Digital public services earn trust by being predictable.
Rwanda’s lesson for other markets is not that every service should become an app. It is that the technology around public services should make the service feel simpler, not more distant.