EP 68: Building Citizen-Centric Digital Services Across Europe featuring Frank Leyman

In this episode of The CX Tipping Point, Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen services. Frank shares insights into the European single market’s digital initiatives and Belgium’s efforts to build more citizen-centric services.

The conversation covers Europe’s push for interoperability across member states through digital identity systems, mobile e-wallets, and shared authentication methods, as well as Belgium’s back-office infrastructure that connects authoritative databases across ministries. Martha and Frank also discuss the challenges of cultural differences across Europe, the importance of co-creating services with citizens, and why strong marketing and communication strategies are essential for successful government programs.

Tune in to hear how Belgium and other European countries are working toward the EU’s Digital Decade goals for 2030 while exploring emerging technologies like AI and maintaining strong ethical standards.

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form