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.
Optimise staff time - reduce cost, increase value
Improve customer experience
•Poor customer experience of booking an appointment and it not being fulfilled on time within the VACs
•Poor staff experience for appointment management
•Poor and inefficient staff experience in resource and capacity planning
•Change management turnaround is lengthy
•Fragile infrastructure causes outages
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