VFS Global, one of the world's largest visa outsourcing companies, is planning to expand beyond visa processing in India and could soon offer citizen services linked to passports, driving licences and national identity documents.
VFS Global founder and CEO Zubin Karkaria said the company is exploring the citizen services segment in India as it expands its technology and operational capabilities.
The development could eventually allow citizens to access certain government-related documentation services through VFS-operated centres, although the exact services and timelines will depend on approvals from the concerned authorities.
VFS Global to Expand Beyond Visa Services
VFS Global currently works with 71 governments across 168 countries and operates around 4,400 visa application centres globally. The company has more than 20,000 employees and processes nearly 30 million visa applications annually, according to Karkaria.
In India, the company operates more than 200 centres and is expanding its footprint as international travel from tier-2 and tier-3 cities increases.
The company opened a centre in Lucknow last year and is looking to strengthen its presence beyond major metropolitan areas.
AI Used to Detect Visa Fraud
VFS Global is also increasing its use of artificial intelligence (AI), facial recognition and other technology to detect fraud and strengthen visa application processes.
Karkaria said the company has been developing AI products for around three years and has deployed them for eight governments across 1,200 routes.
The technology can reportedly identify potentially forged documents and detect unusual patterns in applications. Facial recognition can also help identify attempts to use different photographs or names to manipulate appointment systems and reserve multiple slots.
AI tools can additionally flag anomalies in documents submitted with applications, including financial documents such as bank statements.
Karkaria said the increased use of technology is not currently expected to result in an immediate reduction in VFS Global's workforce, with the company continuing to expand operations.
VFS Defends Data Security and Compliance
VFS Global has faced scrutiny over its visa operations, including allegations concerning appointment availability and premium services.
Karkaria defended the company's compliance and security systems, saying VFS Global operates under extensive government oversight and undergoes around 10,000 audits every year covering security, technology and GDPR compliance.
He also said the company follows a strict zero-tolerance policy towards wrongdoing.
On applicant data, Karkaria said frontline systems are designed so information cannot be downloaded, saved or printed. He also said biometric information is not retained by VFS Global after being transmitted, while basic applicant information is retained until the passport is returned and then automatically deleted.
$100 Million Annual Technology Investment
VFS Global invests more than $100 million annually in technology, according to Karkaria.
The company began in Mumbai 25 years ago and has since expanded into a global visa-services network. However, governments still directly handle around 60% of the global visa-processing business.
Listing Plans Remain Open
VFS Global had planned a public listing in 2019, but the plan was disrupted by the Covid-19 pandemic. The company reconsidered a listing earlier this year but has currently held back amid geopolitical uncertainty in the Gulf region.
Karkaria said the company remains open to either a future listing or a strategic partnership.
For Indian citizens, the more immediate development could be VFS Global's proposed entry into citizen services, potentially bringing passport, driving licence and national ID-related services under its expanding network. The exact scope, approval process and launch timeline, however, are yet to be announced.
