VFS Global’s ‘Phygital’ Citizen Services Take Centre Stage at ID4Africa 2026 | By David Kwakutse
ABIDJAN, Côte d’Ivoire — VFS Global’s “phygital” citizen service model is at the centre of discussions at the ongoing ID4Africa 2026 in Abidjan, as African governments accelerate investments in digital identity and citizen-centric public service delivery.
The company’s hybrid “phygital” approach, which integrates digital platforms with physical and assisted service touchpoints, is emerging as a critical solution for African countries seeking to modernise identity management, migration, mobility, and residency services while ensuring inclusivity and accessibility.
Mr. Chetan Sharma, Head of Business Development, VFS Global in an interview with the media said technology-driven citizen services remain central to the company’s long-term strategy across Africa.
“Technology is at the core of our approach. VFS Global is a digitally led organisation, leveraging advanced solutions including AI and integrated digital platforms to optimise service delivery,” Mr. Sharma said.
He explained that while digital transformation is accelerating globally, many public services across Africa still require a hybrid operational structure that combines online systems with physical support centres and human interaction.
“This is where ‘phygital’ models, CiX Citizen Experience become critical by combining digital processes with physical and assisted touchpoints to ensure services are accessible, inclusive and user-friendly,” he said.
According to Sharma, the model enables governments to deliver seamless end-to-end citizen journeys while maintaining security, efficiency and human support as integral components of public service delivery.
VFS Global currently operates more than 4,100 application centres in 168 countries and has processed over 542 million applications since 2001 on behalf of 71 client governments worldwide.
The company says Africa represents a major long-term growth market as governments increasingly prioritise digital identity systems as foundations for economic growth, mobility, and social inclusion.
The growing focus on hybrid citizen service models reflects broader efforts by African governments to bridge digital access gaps while maintaining secure and scalable public service systems.
ID4Africa 2026 is on-going at the Parc des Expositions d’Abidjan, Ivory Coast from May 12-15, 2026.
VFS Global’s ‘Phygital’ Citizen Services Take Centre Stage at ID4Africa 2026 | Send all inquiries and press releases to AviationGhana.info@gmail.com
