Priyanka Saxena Ray
How is VFS Global using technology and digital solutions to deliver a more seamless, secure and customer-centric experience across its visa application centres?
Our goal has always been to make the visa process seamless for applicants, and to achieve this we have consistently invested in technology and digital solutions that enhance accessibility, efficiency, and security.
Working in close partnership with client governments, we have introduced innovations such as LidPro and Visa At Your Doorstep (VAYD), which bring convenience directly to applicants while maintaining compliance. This foundation of trust has been central to our growth, enabling us to design, build, and operate secure digital platforms that support every stage of the visa journey — from biometric enrolment and identity verification to fraud prevention and real-time updates.
Over the years, we have digitised all eligible application processes and expanded the number of services online. This hybrid model allows applicants to begin their journey digitally, reducing visits to our Visa Application Centres (VACs), to essential steps such as biometric submission or whenever applicants choose an in-person interaction.
Finally, just to give you a perspective, in 2025 we processed over 26.5 million applications globally, achieving a customer satisfaction score of 97.6 per cent, which reflects our commitment to service excellence.
What role do you see AI playing in the future of visa and consular services and how is VFS Global responding to the change?
Artificial Intelligence and digital transformation are fundamentally reshaping visa and consular services by making them faster, more secure and more efficient. As international mobility continues to grow, governments need solutions that can manage increasing application volumes without compromising security or service quality.
It is with this understanding that we have co-developed AI solutions with our client governments. In India we have introduced solutions such as AI Chatbot that supports 40 Client Governments, introduced Intelligent Document Processing (IDP), Intelligent Passport Validation, Facial Match and Liveness detection to secure appointment booking for only legitimate applicants.
This year we were proud to receive two recognitions at the 16th Aegis Graham Bell Awards, in New Delhi reinforcing our approach to deploying generative AI responsibly. The first, an Award of Excellence in Innovation in Gen AI, Ops, IT and Digital Workplace, and the second, in the Gen AI Innovation category, where we were awarded a coveted 4.0 Star Outstanding Innovation rating for our IDP capability. This is a technology that uses AI, machine learning, and natural language processing to automatically extract, classify and process data from a range of documents with high accuracy.
We believe that AI that we deploy should be embedded with strong guardrails, human oversight, and secure process, continuously evolving our business model through secure, compliant, and efficient processes that empower governments to retain full control while improving citizen experience. In partnership with the Responsible AI Institute (RAI), we embed responsibility, ethics, and transparency into the fabric of our AI development process, ensuring our technologies serve the public good while respecting data privacy and individual rights.
How is VFS Global strengthening its engagement with the travel trade, and what initiatives are helping travel agents serve their clients more efficiently?
At VFS Global, we view the travel trade as strategic partners in delivering a seamless applicant journey. Over the years, we have institutionalised this engagement through structured outreach, from annual roadshows to regional meets in cities such as Delhi, Jaipur, Hyderabad, Bhubaneswar, Coimbatore among others, ensuring that dialogue with the trade is continuous and solution-oriented.
We work closely with leading associations such as TAAI, TAFI, OTOAI, and most recently Skål India, deepening collaboration and strengthening trust. These platforms allow us to communicate policy changes, share process updates, and address issues within our remit in real time. This structured engagement ensures that the trade remains aligned with our compliance standards while being empowered to deliver a smoother experience to applicants.
India continues to be one of VFS Global’s most strategic markets. Could you share your outlook on new business opportunities, partnerships and expansion plans in India?
India continues to be one of our most strategic markets, and our growth agenda here reflects both scale and depth. In April, we opened our first VAC in Bhubaneswar, marking our foray in Eastern India. To further strengthen our footprint in the region we plan to open a new VAC in Guwahati in the last quarter of this year, reinforcing our commitment to serve applicants across the region.
Beyond physical expansion, we are also deepening partnerships with client governments. This year, Singapore appointed us as an Authorised Visa Agent (AVA) in Chandigarh and Chennai, enabling applicants in Punjab and Tamil Nadu to submit Tourist, Family Visit, and Business Visa applications through our centres. Together, these expansions and new mandates reinforce our commitment to building a seamless ecosystem for applicants across India.
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