UK Visas and Immigration works with supplier VFS to fix ‘issues’ with digital system

Minister says government is working to improve monitoring of external systems

Credit: Rick Findler/PA Archive/PA Images

UK Visas and Immigration is working with supplier VFS Global to address “issues” with the digital system by which applicants upload documents.

Outsourcer VFS, which was founded in India and is now headquartered in Dubai, holds a £321m Home Office contract to run the application process for UK visas in various countries around the world. PublicTechnology has been led to understand that the systems used by the company allowing applicants to upload documents have recently suffered availability and functionality issues.

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In a written parliamentary answer, immigration minister Caroline Nokes acknowledged that the platform has been affected by some problems. UKVI – which is part of the Home Office – is working with VFS to make improvements to the system, as well as to the processes by which officials are able to oversee its performance.

“We are aware that there have been some issues with the VFS document system and UKVI is working with VFS as a priority on a number of actions to improve the service, utilising customer feedback to target areas of improvement,” Nokes said, in response to a query from SNP MP David Linden. “In parallel, we are improving our management information reporting package which allows us to regularly monitor the health and performance of the VFS systems.”

PublicTechnology contacted VFS requesting comment but was yet to receive any at time of publication. 


Sam Trendall

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