VFS Global is the world’s largest outsourcing and technology services specialist for governments and diplomatic missions. The company is the trusted partner of 65 client governments, operating a global network with more than 3,500 Application Centres in 140+ countries.
For this issue, we interviewed Zubin Karkaria, Founder and Chief Executive Officer of VFS Global Group, garnering a rich harvest of ideas and insights from a remarkable entrepreneur and CEO.
Can you give us an overview of VFS Global’s operations in KSA and for the Government of KSA?
VFS Global set up visa centres in KSA over a decade ago. Today, we offer visa and passport services on behalf of 31 governments.through a network of 95 Visa Application Centres, spread across 14 locations, that include Riyadh, Jeddah, Khobar, Abha, Hail, Jubail, Makkah, Jazan, AL Qassim, Al Kharj, Tabouk, Medina, Najran and Al Jouf.
VFS Global also operates outreach centres through our partnerships with Chambers of Commerce in Makkah, Medina, Jazan, Najran, Al Jouf, Al Qassem, and Al Kharj, providing their members, employees, and residents end-to-end visa and passport services at the Chambers’ premises.
Additionally, VFS Global has launched Passport On Wheels service in which we offer passport renewal services in towns and cities where there is no permanent Passport Centre.
Besides in-country business in KSA, since 2012, we operate Saudi Visa Application Centres across 30 countries. We are also engaged with Saudi Tourism Authority as the regional market representatives for, promoting visitation to the Kingdom.
VFS Global enjoys a strong partnership with the Government of Saudi Arabia and works closely with the authorities to ensure compliance with all the local laws and guidelines. Our organisation strongly supports the Crown Prince Mohammed bin Salman Al Saud’s Saudi Vision 2030, and have taken proactive initiatives in the following areas:
- Saudization – We employ 65% locals in KSA, who bring in the on-ground expertise imperative to our business excellence.
- Women Empowerment – 40% of our Operations staff in KSA are women employees. In fact, our Visa At Your Doorstep team in Riyadh is operated by an all-female staff, a global first for VFS Global! We are also focused on training our Saudi colleagues on international best practices and providing opportunities to work in our offices across the world.
What is VFS Global’s role in the visa, passport, and consular services application process?
We handle the non-judgmental and administrative part of the application process, including appointment booking, biometric enrolment, form checking, data entry, fee collection, and courier pass back of documents to the visa applicants, leaving the critical task of decision-making to be managed by the Embassies/Consulates.
What steps has VFS Global taken during the last 20 years to transform the customer experience?
We have harnessed technology to develop innovative services and solutions to enhance the customer experience. The introduction of biometric enrollment capabilities and doorstep visa services were real game-changers for us. The growing demand for DIY technologies led to us introducing eVisa services.
Most importantly, highest data security standards are fully embedded within the design and functioning of our processes. Data Protection and Information Security are two separate business-critical functions at VFS Global. Over the years, we have invested significant resources in building these functions with very robust systems and controls.
What are the benefits for client governments?
The transformational advantages we offer for client governments are the ability to ramp up visa, passport and consular application processing volume multifold without any additional office space or additional staff cost, and importantly while maintaining the highest levels of security. Our business model is built on a user pay basis, so most of the outsourcing comes at zero cost to the client governments while adding significant revenue, cost and process improvement efficiencies.
What are VFS Global’s plans for the next five years?
With Blackstone, one of the world’s largest alternative asset managers, becoming the majority shareholder of VFS Global, the coming five years will witness renewed growth impetus at our company. We believe that the worst of the pandemic is behind us and that the general recovery trend will only strengthen, albeit with some volatility.
Our focus will be on further strengthening and consolidating our position in our core business of outsourced visa services while simultaneously focusing on diversification opportunities in high growth potential businesses such as outsourced Passport & Consular services and eVisa services. We also see more governments integrating biometric enrollment in their visa application process to further increase the security of the process. We are ready to support them with multiple biometric solutions to meet their requirements.
How can DQ residents and stakeholders benefit from VFS Global services?
VFS Global continues to innovate and is always focused on customer delight with services like Visa At Your Doorstep that make it easier for DQ residents to apply for their visas from the comfort of their home or office. VFS Global also supports local communicates by conducting information camps, and these can be organised for DQ residents as well!
VFS Global also has a strong commitment to social and environmental causes, and are happy to partner with DQ communities on such initiatives.
