Q1. What is VFS Global? And what services does the company provide?

VFS Global is the pioneer of outsourcing visa services, a concept it created in 2001. Today, we are the world's largest outsourcing and technology services specialist for governments and diplomatic missions worldwide. As a trusted partner to client governments, we handle the front-end administrative tasks in the visa application process.

This includes collecting application forms and documentation as per the checklist provided by the government, enrolling biometrics where applicable, and ensuring the safe return of passports post the decision-making by the embassy or consulate. As VFS Global manages the front-end administrative tasks, it enables governments to focus entirely on the critical task of judgemental assessment and decision-making.

We currently work with 69 client governments operating a global network with more than 3,400 application centres in 153 countries. The company has successfully processed over 297 million applications since its inception in 2001. 

Q2. Considering the resurgence in post-COVID travel, how do you foresee the overall travel scenario in 2025?

2023 marked the first full year of unrestricted travel since the pandemic began. Across all types of travel—for business, leisure, or education—2023 saw a return to pre-COVID norms. We have observed a consistent surge in visa applications across markets driven by the early travel rebound and the global trend of ‘revenge travel’.
2024 is projected to be a record-breaking year for travel & tourism, with WTTC estimating the sector’s global economic contribution set to reach an all-time high of $11.1 trillion.

It is forecasted that international tourism will fully recover pre-pandemic levels in 2024, with initial estimates pointing to 2% growth above 2019 levels. Overall, the 2024 international tourism trajectory is positive and looking ahead, 2025 is expected to continue this positive trend, further strengthening the travel sector.

Q3. What are the most frequent mistakes in visa applications, and how can applicants avoid them?

We witness numerous easily avoidable mistakes made by visa applicants. The following are the most common ones that you should be aware of. Match information on the form with official documents: Incorrect details in the visa application form- such as the name, passport number, or date of birth not appearing as it is in the passport are the most common errors. Most people tend to write information that is inconsistent with their official documents or identity proof.

Photos not in proper format: A common error observed during the visa application is that the photos submitted are not according to the prescribed format. To learn more about photo-related specifications, please visit our website, www.vfsglobal.com, for details on proper format requirements.  

Check the country-specific checklist: Different countries have different documentation requirements. A destination-specific list is available on the VFS Global information pages, enlisting all the documents required for a visa application to that particular country. Even a single missing document could render the application incomplete. Submitting ineligible documents is also one of the common errors. 

Q4. Easier processes for travel documentation have been a long-term demand. How are you addressing the same? Are there any value-added services you introduced to make the processes faster?

It is our continued effort to enhance efficiency by analysing and improving our processes to make cross-border mobility easy, convenient and comfortable for both the applicants and the governments.

Sensing the evolving need for personalised services, we introduced Visa at Your Doorstep (VAYD), a service that has seen increased demand. Mobile kits are carried to the applicant’s doorstep for capturing biometrics of individuals at homes, offices, as well as university campuses. However, VAYD is currently not available for applicants of Indian Consular services.

We do offer many optional additional services to applicants for their greater personalisation and convenience. Services such as document scanning, photocopying, digital document checks, locker service, courier charges, form-filling, SMS service, Premium Lounge, Visa at Your Doorstep, etc., have been introduced for customers based on their needs in consultation and with the approvals of the respective governments.

Q5. What tips and timelines would you have for OCI and visa applicants?

To apply for OCI, it is mandatory for the former Indian national to provide a Certificate of Renunciation of Indian Citizenship. If you do not have the Renunciation Certificate, please apply for it first, and after getting the renunciation certificate, please apply for OCI. We advise applicants to take time to read the process/procedure and prepare well in advance. Ensure all the processes are followed, and the details required are filled accurately. Submit the documents as per the standard requirement format in the application.

Q6. The government of India is taking proactive measures to organise the consular camps. These camps are very popular and useful, what kind of volumes have you seen and expected going forward?  

Consular Camps in the U.S. held in partnership with the Indian Embassy have been a huge success since they began in 2021. We held 17 consular camps in 2021, 22 in 2022, and in 2023, we conducted 23 consular camps. Considering the popularity of these camps, we have we have successfully conducted 17 consular camps so far in 2024. We closely coordinate with Indian diaspora associations to organise the camps at a convenient location for the community,

especially on a weekend. Before the camp, we set up an appointment system to ensure efficient processing and preparation of required documents. Appointment slots are provided weeks in advance to enable applicants to plan and gather their documentation effectively. The most significant demand we've observed is for Indian passport renewal and OCI services. So far, we have processed over 10,000 applications in these consular camps.

Q7. Applicants are concerned about the protection of their sensitive data. What steps has VFS taken to safeguard personal information and documents during the visa application process?

We heavily invest in Information Technology and IT security. Data protection and information security are business critical functions at VFS Global. As a trusted partner to 69 governments with an extensive global network across 153 countries and a responsible corporate citizen, we comply with various data localisation, privacy, and protection laws, including GDPR.

In line with the service level agreements with our client governments, applicant data is automatically purged from our systems as soon as the application data is transferred to our client governments. Also, data security is fully embedded within the design and functioning of our processes. We fully adhere to the highest international standards such as ISO/IEC 26801:2013, UK Cyber Essentials, Spain National Cybersecurity framework, Germany IT Grundschutz, etc. Over the years, we have invested significant resources in building these functions with very robust systems and controls.

Q8. What initiative has VFS implemented to connect with the diaspora community? 

The Indian diaspora in the United States is vast and diverse. To effectively serve their needs, we maintain ongoing engagement with the community. By partnering with the Indian Embassy, consulates, and diaspora associations, we've established a strong presence. We recently launched two new centers in Seattle and Bellevue to support the region's large Indian population.

Through consular camps, community outreach, and feedback channels, we work diligently to understand and address the unique challenges and aspirations of the diaspora. This enables us to provide exceptional customer service and make cross-border mobility a convenient and seamless experience.

Q9. Recently, Seattle and Bellevue Centres have been inaugurated. What is the feedback like? How does VFS Global handle customer feedback?

The response to our centres at Seattle and Bellevue has been overwhelmingly positive, with both the centres significantly improving accessibility for applicants who previously had to travel long distances for assistance; this has resulted in a notable increase in applications.

Feedback indicates that people appreciate our streamlined processes and the professionalism of our staff, highlighting convenience and easy access as essential benefits for the diverse diaspora community. We actively listen to applicants' input, which helps us enhance our services continually as we continue to be focused on providing exceptional customer service, ensuring convenient and seamless experiences for our customers.

Q10. What tips and timelines would you share for prospective visa applicants?

VFS does not control the processing timelines of visa applications. So, we regularly encourage applicants to apply well in advance of their travel, keeping the processing timelines of different governments in mind. All documentation requirements and other aspects follow the clear guidelines and mandates of our client governments.

 Travel documents tend to take longer processing time during the peak travel season. Every country has a different turnaround time for processing the visa application. Most countries accept applications up to 90 days before the date of travel, and applying for a visa well in advance allows enough time to deal with any unforeseen delays.

Q11. Can you share some insights on your Sustainability strategy and how you integrate it into your operational framework?

Sustainability has been a key growth driver for us at VFS Global. Our sustainability framework is
driven by 5 key pillars-contributing to sustainable economic growth, delivering good governance, nurturing our colleagues, protecting our environment and supporting our communities.

•    As a leading global provider of visa and consular services to governments, serving millions of individual applicants across our network of Visa Application Centres (VACs), our top priority is to provide these services in a secure, efficient, and trusted manner. We serve149 countries covering 5 continents.

•    We give importance to developing our workforce, honing their skills consistently and empowering them to serve our customers with dedication and retain our position as a market leader. We have achieved 100% training completion on data protection, anti-corruption and bribery.

•    We enhance the effectiveness of our investment in communities through employee volunteerism promoting education, empowering young people, nurturing empathy and protect the environment through various programmes.
Also on the CSR front, there has been a 60% increase in our CSR spending

As a responsible corporate citizen, VFS Global is deeply committed to sustainable development, adding value to society and all our stakeholders, ethically sound business practices and compliance with all relevant laws and regulations internationally and within each country.

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