Foreign & Foreign & Commonwealth Commonwealth Office Office “Delivering Business Change in Government using e-commerce”
Introduction Matthew Findlay UKvisas – IT Programme Manager Ian Elliott Atkins Management Consultants
Agenda � What we do � Business issues � The new service � Implementation issues � Selling the concept � Benefits & successes � The future � Questions
Who are UKvisas? � Joint Home Office and Foreign & Commonwealth Agency � UK overseas immigration control � 163 offices worldwide � 2000+ staff � 2.5m applications p.a. � Self funding
UKvisas and Electronic Applications � Initiative to support Government 2005 e-delivery targets and drive to modernise public services � Pilot introduced in New York in 2002 : � showed immediate popularity with applicants demonstrated efficiency savings for the department � � A global service launched in October 2003 under the ‘Visa4UK’ brand � Electronic Appointments introduced in 2004
The UKvisas Business Issues � 7% p.a. growth in demand world-wide; � Servicing demand = additional staff / buildings; � Escalating and excessive cost of throwing staff at problem and expanding existing facilities; � Security issues force re-evaluation of interaction with the public; � Servicing uncontrolled demand = � staff overload � excessive waiting times for customers
Existing Business � Paper Based Applications � Manually intensive � Customers arrive in person � Cash or bankers draft payments � Worldwide multiple security requirements within and outside UKvisas offices � Strangers to change
New Business Service � New service delivery models to cater for different markets: � Outsourcing application collection to commercial partners � Introducing on-line applications � Existing business processes are enhanced; � Alternative payment methods – credit/debit cards and electronic purse systems (Nigeria – Value Card); � Paper based applications cannot be abandoned entirely.
Implementation Issues � First on-line service introduced by FCO � Major business & cultural change: � new business processes � across 163 offices world-wide � ‘It will never work here!” � New Accounting System & Processes Managing changing business needs � Dealing with ‘public’ user queries; � Web site for use by the public where English is not the first language
Selling the Concept � Build on success in IT ‘savvy’ market: � USA – to prove concept � engage key decision makers � Introduce service to a wider number of wired countries � Buy-in by staff and public � Introduce service in difficult territories e.g. Congo & Baku - ‘If we can run the service there, we can run it anywhere’ � Set up regional offices - ‘centres of excellence’ � Prove: � The service delivers ROI � Control of demand to reduce security problems � Provides improved service delivery to customers
Selling the Concept Most Important Concerns …… � The new process must not reduce the rigour � Extensive reassurance to the business that delivering services on-line is simply another service delivery mechanism. � Each application is still assessed by a UK Officer and the ‘customer’ fully vetted.
Technology Model UKvisas Data centralised SSL Secure Web Connection e-Services Data Warehouse Applicant Data transferred by email as CSV files over FCO secure WAN Existing visa management system Offices enhanced Proviso Proviso Provisoc
World-wide Spread � North, Central & South America + Caribbean � Hong Kong, Japan, Taiwan � Australia, New Zealand � Africa � Middle East � Western, Central & Eastern Europe � 36 Countries & 40 offices now live � globally 10% of business on-line - 5 offices 100% � e-payments running at 69%
Benefits of the Service � Allows applicants to apply and pay on line; � Avoids partly completed applications being received; � Applicant progress through automated e-mails; � Saves data entry time when application received; � Reduces follow on queries; � Improves security; � Matches demand to staff levels; � Reduces queuing; � Improves the customer experience.
Achievements Cost Savings � Every application saves 6 minutes data entry time � Every on-line payment saves a further 2 minutes staff time � Value of Efficiency Savings p.a. = £2.9m � Early capital payback � Minimum Forecast 5 year return = £14.5m (Value of saved building programmes not included) Security improvements � Customers received by appointment only � Less customers are within the premises � Queuing in the street around Embassies eliminated
Successes � Business Acceptance – now an established service delivery model � Customer Acceptance – customers recognise advantages of applying on-line � Industry Acceptance – interest from other UK government depts and overseas governments � Award Recognition – 2005
Future Technology Model UKvisas SSL Secure Web Data e- Connection Warehouse Services Full Data Centralisation Applicant Make the most of the Messaging Middleware Messaging middleware, to FCO secure WAN have a robust VPN links to Commercial Partners and guaranteed delivery Commercial partner mechanism Offices Majestic enables Web common front and business continuity Majestic Majestic Majestic SSL VPN Technologies
Future Plans � Extend to all countries without commercial partners � Introduce dedicated service for commercial partners who will enter applications on-line to speed data transfer � Re-develop site to support ‘Points Based’ immigration changes and Biometric data capture due 2007 & 08
Foreign & Foreign & Commonwealth Commonwealth Office Office Any Questions? Matthew Findlay UKvisas – IT Programme Manager Ian Elliott Atkins Management Consultants
Recommend
More recommend
