Priyanka Saxena Ray
How is VFS Global catering to this increased outbound demand, and what measures have you implemented to ensure a smooth and efficient visa application process for travellers?
The demand for outbound travel has increased among leisure travellers, corporates, and students. In 2023, our visa application volumes in India reached 93% of pre-pandemic levels (2019). When compared to 2022, it marked a 16% growth. To benefit visa applicants, we have taken several measures: Increased capacity at our Visa Application Centres (VACs), augmented staffcapacity and upgraded our IT systems for a seamless experience.
For large groups, we offer appointments in the early morning or late evening for convenience. Additionally, we have introduced significant measures to counter third-party “scalpers” or bots using automated software to block appointments. These changes are in strict alignment with the mandates and guidelines from our client governments, ensuring that only genuine applicants can book appointments and reinforcing the legitimacy of our process.
How many governments do you currently serve for Indians traveling overseas, and what does VFS Global’s footprint look like in terms of global reach and service locations?
As the world’s leading outsourcing and technology service specialist, VFS Global serves 52 client governments through over 560 visa application centres located in 19 cities across India.
Globally, we are the trusted partner to 68 client governments across 151 countries, operating a network of over 3,400 Visa Application Centres. VFS Global has efficiently processed more than 290 million applications since 2001.
In 2023 we won seven global contracts from the governments of UK, Australia, Sweden, Norway, Latvia, Iceland and Austria.
With the evolving landscape of global travel, what future trends do you foresee in the travel and visa services industry, and how is VFS Global preparing to stay ahead of these trends?
As a market leader in outsourced visa and consular services, we track trends and develop solutions based on the needs of our client governments and applicants. To support the global shift towards digitalization, we have created an eVisa platform for 13 governments and developed over 16 unique digital products to make visa application and processing secure, seamless, and efficient.
Additionally, we have established a robust, world-class biometric capability that is available at all our centres to meet government requirements. These steps ensure we stay aligned with emerging consular and visa application trends.
Foraying into Artificial Intelligence (AI), we will develop our AI solutions in strict accordance with the needs and regulations of our Client Governments. We have partnered with Responsible AI Institute (RAI Institute), a prestigious non-profit organisation based in the USA, that is dedicated to fostering responsible AI practices within organisations.
Through this partnership, VFS Global will leverage the RAI Institute’s expertise in AI ethics and data privacy, ensuring the development of AI solutions that are secure, ethical, and aligned with the operational needs of visa processing.
How is VFS Global leveraging technology to meet the changing requirements of governments and applicants. Can you share some specific innovations or enhancements that have been implemented?
We have introduced digital and contactless services such as the Digital Document Check (DDC), allowing applicants to verify their documents before visiting an application centre. Filling out a visa application form and submitting the proper documents can be challenging. Our DDC platform enables applicants to upload all supporting documents and fill out application forms from the comfort of their homes. Our experts then quality-check these documents remotely. Applicants receive feedback on the completeness of their documentation and can update or add documents as necessary. Once the review is complete, they can download the final reviewed set of documents for submission.
Another popular service, especially among those from Tier 2 and Tier 3 cities, is Visa At Your Doorstep (VAYD). This premium service enables applicants to complete the visa application process from their home, office, or preferred location. It is also popular among MICE groups.
What steps is VFS Global taking to enhance the customer experience for visa applicants, and how do you gather and implement feedback from your customers?
Our customer experience journey begins with a visit to our website. This digital gateway, designed to be intuitive and easily navigable, provides applicants with relevant information and chatbot services. The technology employed in our Visa Application Centres (VACs) ensures seamless and integrated front and back-office operations, a boon for applicants. Our spacious VACs, equipped with modern amenities, further enhance the customer experience.
We collect feedback at our VACs and through digital channels. In 2023, we achieved an overall customer satisfaction rate of 95%, a 3.3% increase from 2022. Weekly customer satisfaction performance and insights are shared with stakeholders.
VFS Global recently conducted a 12-city roadshow just before summer. What were the key learnings from the travel industry during this roadshow?
Our goal was to engage travel agents in our anti-fraud efforts and emphasize the importance of early applications, especially before peak seasons. We also aimed to inform agents about any operational updates in the region. The travel agent community appreciated our efforts in reaching out to them. Our teams across the country continue to engage with them and are at hand to address any issues. The overall response from the travel agent community was positive and we met up with over 1,200 agents nationwide.
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