Belgian citizens want the look and feel of a single public sector entity and the provision of integrated e-government services customised to their needs rather than to have to understand the complex division of governmental responsibilities. Belgium already has internationally recognised examples to show: most importantly the transformation of the social sector administration through e-governance tools, and more recently the link of e-government services to administrative-burden reduction. Future transformation will be enabled by the common electronic identity card (eID) that has been adopted by all governments. This report shows that the development and provision of the next generation of user-focused services will require the maximisation of synergies between the federal, regional and community governments and local authorities in Belgium.