OPINION

Effortless travel experiences courtesy tech

How technology to enable seamless customer journey

BENJAMIN BOESCH CHIEF DIGITAL OFFICER, VFS GLOBAL

76 76 When we look back at the way global mobility has evolved since the turn of the century, it appears like tales of two different eras. Once just a buzzword, digital technology is now an essential part of our lives. Our preferences are evolving fast, and we are all adopting new behaviours, becoming more agile and technology-savvy. The pandemic has even further accelerated the transformation of business models and markets. This change also applies to government services, including the visa application processing space that VFS serves. In many ways, it is different from traditional outsourced segments given its reach, paired with high standards for security and privacy. The potential of tech-enabled business models in supporting visa application operations and enhancing customer experience is enormous.

ENSURING A HOLISTIC CUSTOMER JOURNEY

Considering the uncertainty engulfing customers during the visa process, the key purpose of a digital experience is to provide assurance, and a secure and seamless submission process. This is the overarching vision that drives our digital experience offerings. Keeping technology at the core since inception, VFS Global has continuously adapted and upgraded its product portfolio. We have designed a new customer journey based on four key pillars – website transformation, document review, online payment, and convenient biometric enrolment – with the main objective to enhance customer experience with self-service.

At the core of this new customer journey is a digital appointment booking and submission module, allowing customers to opt for Digital Document Check (DDC) or Digital Application Submission (DAS), and Visa At Your Doorstep (VAYD). While DDC allows customers to upload their documents for pre-submission review, ensuring accuracy and time savings, through DAS, customers can submit their applications with our assistance on video chat. I personally consider VAYD as a key milestone because it empowers our customers to submit their visa applications like calling in food or groceries from the comforts of their homes. Even critical information such as biometric enrolment could be fed from the locations of their choice in a complete secure manner. These innovations have gained in relevance, given the times we are in.

In line with our ‘Customer First’ approach, we have also upgraded more than 1,500 multilingual mission websites with industryleading, responsive design and incorporating insights from our global operations. Customers navigate easily with an intuitive and seamless experience, ensuring that important information is available in a structured format. Similarly, our scanning and document upload solutions are helping decision-makers to drive

A sharp focus on innovation, operational efficiency and providing convenience to customers. We are also proud therefore, is the only to offer the fastest e-visa way to regain pre- application globally, powered Covid momentum in by a machine-learning global mobility enabled data extraction module. Our portfolio constantly keeps evolving, and we are already planning the next series of product launches. Given the potential of the travel sector as an economic driver, seamless adoption of digital technologies by the entire ecosystem is pivotal. These technologies enable frictionless solutions for health and safety needs of travellers and provide the muchneeded fillip to local businesses and economies. A sharp focus oninnovation, therefore, is the only way to regain pre-Covid momentum in global mobility. BTI