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.

The Challenges

POC

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

The Response

• Discovery phase requirements gathering for a new customer appointment booking engine in order to improve end to end customer and business user experience
• Mapping existing end to end business process and functional requirements with new API cloud SaaS based model
• Creating new logical data model, data flows and changes to business processes
• Outlining the four week pilot MVP scope and prioritised the backlog and roadmap beyond the pilot horizon
• Writing BDD user stories from the business user and customer role perspectives
• Hosting daily stand up with system integration developers and SaaS tool provider
• Creating the pilot test plan to include stakeholders in different roles around the globe
• Post-pilot launch SaaS tool evaluation and presentation to the VFS executive board prior to Covid-19 shutdown