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Sopra Steria worked with UKVI to create a streamlined, secure visa application process. A flexible, accessible service was set up, including mobile biometric enrolment and the IDV app, which allow customers to retain their documents.
- More than 4 million customers have submitted an application through UKVCAS
- We manage over 3,000 appointments each day
- More than 195,000 UKVCAS customers have successfully submitted their applications to UKVI using the IDV app since August 2020
Challenge
To deliver a better, quicker and more efficient user experience: Applying for a visa has always been a complex process. Four years ago (prior to Sopra Steria getting involved), UKVI used a range of suppliers to provide the services which enabled customers to make visa applications in the UK. This included customers attending a Post Office to provide their biometrics, and sending in their valuable documents and passports as part of the application process. This was slow, inconvenient and stressful for applicants as well as time consuming, expensive and resource hungry for UKVI. UKVI wished to bring these services together and deliver a service in the UK which was more consistent with the service provided to customers overseas.
Following a competitive tender, Sopra Steria was brought on board to deliver a transformed and modernised service, delivering a better, quicker and more efficient user experience with clear cost and process benefits for UKVI.
As a result, UK Visa and Citizenship Application Services (UKVCAS) was established.
Solution
The creation of a modern, highly secure visa application service.
Sopra Steria delivered a solution which provided a streamlined applicant journey. The UKVCAS solution has transformed the visa application and processing service, bringing it together in one place and giving customers access to additional helpful services (such as document scanning, checking and translation), as well as the ability to retain valuable documents such as passports throughout the application process.
The Sopra Steria UKVCAS team set up a network of 37 service points in convenient locations across the UK. These enable applicants to enrol their biometrics in person and submit digitised supporting documents to UKVI. Sopra Steria also worked with local councils, engaging the library network to deliver a community-based service. This enables applicants to submit their biometrics at a date and time and location to suit them whilst allowing them to retain their key identity documents.
The Sopra Steria UKVCAS team also deliver a mobile enrolment service. This means biometric enrolment kits can be taken directly to the applicant or to any location, e.g. a university, hospital, office complex or (for vulnerable applicants), to their home to securely verify their identity.
Sopra Steria have continued to innovate throughout the process. In response to the challenges of COVID, Sopra Steria also introduced an app, the IDV app, which allowed some customers to continue their journey without visiting a physical service point.
Results
- A streamlined and highly secure national digital identity verification solution
- Simplified end-to-end customer journey and a more enjoyable user experience
- More customer choice and customisation of services
- Comprehensive and flexible service – can be delivered at any location via a mobile biometric enrolment kit or the IDV app
- Accessible for all – facilities designed around vulnerable customers
- Customers can select an appointment at a date, time, location and cost to suit their needs
- New ‘added-value’ services enhance the customer journey, saving time and effort to support customers through a stressful time
- Highly responsive service with the ability to flex and adapt to local/national changes
- Increased efficiencies through better use of technology, e.g. self-serve kiosks and IDV app