When the municipality calls, citizens must be able to trust that it really is the municipality.
Citizens trust calls from the government. Criminals exploit that, using spoofed numbers of municipalities, the tax authorities or executive agencies.
What happens in practice
The fake executive agency
A citizen is called about a benefit or allowance and asked for login details or a payment.
The ‘DigiD agent’
The caller offers to help ‘with a problem with your DigiD’ (the Dutch government login) and so gains access to personal data.
The overloaded customer contact centre
After the number has been misused, worried residents call the customer contact centre back en masse.
Without and with Trusted Voice
| Feature | Today | With Trusted Voice |
|---|---|---|
| Number identity | Not verified: anyone can display your number | Cryptographically verified before connection |
| Spoofing risk | High: caller ID is easy to fake | Ruled out within the Trusted Voice network |
| Reachability | Recipients answer less and less often | Higher answer rates thanks to verified calling |
| Compliance | Not demonstrably secure | Audit trail for every call; designed for NIS2, DORA and ISO 27001 |
| On the recipient’s side | n/a | Nothing: no app, no account, no change in behaviour |
| Implementation | n/a | API integration, operational within weeks |
What the rules require of you
Government organisations fall under the Dutch Cybersecurity Act and the Baseline Information Security for Government (BIO2). Demonstrably secure communication with citizens fits directly within those frameworks.
Read the full analysis
Trusted Voice for government: the analysis for municipalities, ministries, executive agencies and independent administrative bodies.
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