VFS Global: 2019-2020

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VFS Global, also known as "Visa Facilitation Services Global", is an outsourcing and technology services company that serves governments and diplomatic missions worldwide. The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments. Formerly based in India, the company is now headquartered in Dubai with offices in 147 countries. In 2018, VFS processed more than 25 million visa applications, often containing passport details and financial histories, on behalf of the British Home Office and 61 other governments.

Challenges

Customer appointment booking was a very poor experience and resource management was manual and often inaccurate leading to lost revenue and frustration. Change management turnaround within the existing tech stack was lengthy.

Task

Engaged as a Product Manager / BA to lead discovery phase requirements gathering for a new customer appointment booking engine with a new API cloud SaaS based model.

Actions

• Mapped existing end-to-end customer journeys and staff business processes and both their functional requirements. 
• Created new logical data model, data flows and changes to business processes.
• Outlined the 4-week pilot MVP scope and prioritised the backlog and roadmap beyond the pilot horizon. 
• Wrote BDD user stories from the customer and staff business user role perspectives.
• Led daily stand ups with system integration developers and SaaS tool providers.
• Created pilot test plan to include stakeholders in different roles around the globe and led post-pilot launch SaaS tool evaluation.

Results

• Successfully completed the evaluation and presentation to the VFS Global executive board prior to Covid-19 shutdown.