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| {{short description|Outsourcing services company}} | |||
| {{multiple issues| | |||
| {{COI|date=April 2019}} | |||
| {{POV|date=April 2019}} | |||
| {{cleanup rewrite|date=April 2019}} | |||
| {{more citations needed|date=April 2019}} | |||
| {{advert|date=November 2018}} | |||
| }} | |||
| {{Use Indian English|date=July 2017}} | |||
| {{Use dmy dates|date=July 2017}} | {{Use dmy dates|date=July 2017}} | ||
| {{Infobox company | {{Infobox company | ||
| |name |
| name = VFS Global | ||
| |logo |
| logo = VFS Global Logo.png | ||
| |type |
| type = Private company | ||
| |location |
| location = ], United Arab Emirates | ||
| |foundation |
| foundation = ], Maharashtra, India ({{Start date|df=yes|2001|07}}) | ||
| |area_served = Worldwide | | area_served = Worldwide | ||
| |key_people |
| key_people = {{plainlist| * Zubin Karkaria (Founder & CEO) | ||
| * Dhiren Savla (CIO) | |||
| |num_employees = 8790 (31 July 2018) | |||
| * Bernard Martyris (CCO) | |||
| * Jiten Vyas (CCO)}} | |||
| | parent = ] | |||
| | num_employees = 8960 (as on 30 November 2022){{sfn|VFS Global: Milestones|2022}} | |||
| | website = | |||
| }} | }} | ||
| '''VFS Global''' is a ] and passport administration ] company for governments and ]s.{{sfn|''Times of India''|2024}} Zubin Karkaria founded the company in 2001 while he was chief executive at ].{{sfn|Gibbs|2019}} Formerly based in India, the company is now headquartered in ] with offices in 147 countries.{{sfn|Gibbs|2019}} In 2018, VFS processed approximately 25 million visa applications, often containing passport details and financial histories, on behalf of the ] and 61 other governments.{{sfn|Gibbs|2019}} | |||
| Over the past two decades, VFS Global has faced criticism for alleged exploitative practices, lack of transparency, and data security failures.{{sfnm|Baker|2009|Goodin|2007|Shifrin|2007|Gibbs|2019}}{{sfnm|Goodin|2007|Chauke|2019|''Xinhua''|2019|Gibbs|2019}}{{sfn|Bulman|Gibbs|2019}} Visa applicants from lower-income countries have reported missed flights and wrongful denials due to delays and errors, including failure to scan key documents.{{sfn|Bulman|Gibbs|2019}} | |||
| '''VFS Global''' is an outsourcing and technology services specialist for governments and diplomatic missions worldwide.<ref name=":0">{{Cite web|title = VFS Global|url = http://www.vfsglobal.com/about_us/company_profile.asp|website = www.vfsglobal.com|access-date = 2015-10-15}}</ref> The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments. It is based in Dubai. | |||
| The company operates in 139 countries on behalf of its 60 client governments. It has processed over 180 million applications since it commenced operations in 2001.<ref>{{cite news|url=http://www.bellevision.com/index.php?action=topnews_print&type=18930|title=Dubai: Latvia Opens New External Visa Centres in UAE in Partnership with VFS Global|publisher=.bellevision.com |date=2018-02-05 |access-date=2018-02-14 |location=Dubai}}</ref> | |||
| It has been accused of "extorting" and "mistreating" Visa applicants in countries such as ].<ref>{{cite news | last1 = Onyeji | first1 = Ebuka | last2 = Ayitogo | first2 = Nasir | title = How visa processing firm, VFS Global, 'extorts', 'mistreats' Nigerians | url = https://www.premiumtimesng.com/investigationspecial-reports/268332-special-report-how-visa-processing-firm-vfs-global-extorts-mistreats-nigerians.html | newspaper = ] | location = ], ] | date = 14 May 2018 | access-date = 26 September 2019 | ref = harv}}</ref> Additionally, the company was also reported to be under investigation for allegations of abusive market dominance.<ref>{{cite news | title = VFS 'monopoly' indefensible – Portfolio Committee | url = http://storage.news.nowmedia.co.za/medialibrary/Feature/6997/20-March-2019.pdf | number = 2535 | page = 2 | date = 20 March 2019 | website = Travel News Weekly | access-date = 26 September 2019 | ref = harv}}</ref> | |||
| == History == | == History == | ||
| === Origins === | === Origins and revenue model === | ||
| Founder Zubin Karkaria conceived the idea for VFS Global while working with the ].{{sfn|Gibbs|2019}} Karkaria believed one could circumvent embassy's wait times required for processing visa applications by outsourcing the administrative work.{{sfn|Nsehe|2018}} He soon "persuaded the US government to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy".{{sfn|Gibbs|2019}} The company opened its first visa processing centre in ] that same year.{{sfn|Nsehe|2018}} In 2003, the company acquired a ] contract to process visa applications from India.{{sfn|Bulman|Gibbs|2019}} | |||
| VFS Global was established in Mumbai in 2001, when it set up three Visa Application Centres for its first client government, the ]. By 2005 VFS Global served eleven governments including the ], ] and Canada. By 2007, the company had obtained its first global account from ] for operations across 33 countries. | |||
| ], India]] | |||
| By 2007, the company had obtained its first global account from ] for operations in 33 countries. Within one year of gaining its account, the company's image was tarnished by a data breach which exposed the sensitive information of UK visa applicants.{{sfn|Ballard|2007}}{{sfn|Shifrin|2007}} Despite recurrent data breaches,{{sfnm|Ballard|2007|Baker|2009|Dehghan|2015}} the company later obtained a major contract with the United Kingdom to administer the majority of the UK's visa applications.{{sfn|Gibbs|2019}} The contract was a significant change in how visa applicants to the ] were charged to have their applications processed.{{sfn|Bulman|Gibbs|2019}} | |||
| The company's growth was primarily due to its revenues from service fees paid directly by visa applicants. In 2009, financial records indicated that VFS Global's parent company at the time, VF Worldwide Holdings, was an ] in ], an African tax haven.{{sfn|Gibbs|2019}}{{sfn|Bulman|Gibbs|2019}} | |||
| VFS Global works predominantly with a user-pay revenue model where it receives its service fee directly from the visa applicants, in addition to the visa fees which are remitted to the diplomatic mission. | |||
| === |
=== Expansion and growth === | ||
| In August 2017, the VFS Global acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount.{{sfn|Saurabh|2017}} At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees.{{sfn|Saurabh|2017}} Later that year, in November, VFS Global expanded its visa services in ] with new centres launched in the additional cities of ], ], ], and ].{{sfn|Srivastava|2017}} | |||
| VFS Global was selected by the Federal Foreign Office of Germany to process visas in select locations in the regions of North Africa and Middle East. This included about ten countries in both regions Centres in the new regions will be launched in Dubai, Abu Dhabi, Kuwait and Manama on 1 February 2018.<ref>{{cite news|url=https://www.traveldailynews.com/post/vfs-global-to-process-germany-visas-in-ten-10-new-countries|title=VFS Global to process Germany visas in ten 10 new countries|publisher= Travel Daily News |date=2018-01-03 |access-date=2018-02-14 |location=Dubai}}</ref> In 2017, the company added eight new government clients. This included Armenia, Bahrain, Cote d'Ivoire, Democratic Republic of Congo, Georgia, Nigeria, Slovakia and Ukraine whereby VFS Global was servicing 58 client governments globally by offering a range of visa, permit, passport, consular, identity and citizen services at the end of the year.<ref>{{cite news|url=https://www.prnewswire.com/news-releases/vfs-global-to-process-germany-visas-in-10-new-countries-667830993.html|title=VFS Global now serves Germany across 19 nations globally |publisher=] |date=2018-01-03 |access-date=2018-02-14 |location=Dubai}}</ref> | |||
| In January 2019, the parent company of VFS Global, EQT AB, declared their intention to sell the company.{{sfn|Schuetze|Hirt|2019}} In August 2019, an in-depth financial investigation by the British newspaper '']'' revealed that VFS Global had experienced exponential growth in recent years and its shareholders extracted £567m through "distribution to owner" payments and inter-company loan write-offs.{{sfn|Gibbs|2019}} This growth has been attributed to the company's "exploitative" business practices.{{sfn|Bulman|Gibbs|2019}} | |||
| VFS Global later regained visa processing services contracts by the Government of Italy in Cameroon, Ghana and the Kingdom of Saudi Arabia for another four years and also awarded a 3-year contract to manage Italy visa services to the residents of Libya after participating in an official tender published by the Embassy of Italy in Libya.<ref>{{cite news|url=http://ians.in/index.php?param=prnewswiredetail/PRN-889422|title=VFS Global Further Strengthens Partnership With the Government of Italy|publisher=IANS |date=2018-02-18 |access-date=2018-02-19 |location=Dubai}}</ref> | |||
| In October 2021, Blackstone acquired a majority stake in VFS Global. Kuoni and Hugentobler Foundation remains a minority stakeholder.{{sfn|''Times of India''|2021}} Prior to October 2021, the company was owned by a ] and, as VF Worldwide Holdings, is incorporated in the African tax haven of ].{{sfn|Gibbs|2019}} Investors in the company include the ] and ] investment authorities, the Ohio Police & Fire Pension Fund, and ].{{sfn|Gibbs|2019}} | |||
| The company later extended contracts with the Ministry of Foreign Affairs of the Republic of Lithuania and The Ministry of Foreign and European Affairs of the Republic of Croatia on 15th February 2018. As part of the extension, VFS Global will service Croatia visas across 27 countries, and Lithuania visas in 9 countries.<ref>{{cite news|url=https://www.prnewswire.com/news-releases/croatia-and-lithuania-extend-their-contracts-with-vfs-global-674141753.html|title= Croatia and Lithuania Extend Their Contracts With VFS Global |publisher=] |date=2018-02-15 |access-date=2018-02-15 |location=Dubai}}</ref> | |||
| == Criticism and controversies == | |||
| === New visa application centres === | |||
| Throughout its existence during the past two decades, VFS Global has attracted considerable criticism from governments, investigative journalists, and its clients.{{sfnm|Goodin|2007|Shifrin|2007|Baker|2009}} The company allegedly pressured visa applicants into purchasing premium services such as premium lounges.{{sfn|Gibbs|2019}}{{sfn|Bulman|Gibbs|2019}} In 2019, the British Home Office was deluged by complaints from customers applying for visas using VFS Global,{{sfn|Bulman|Gibbs|2019}} many of whom accused the company of "exploiting vulnerable applicants for profit."{{sfn|Bulman|Gibbs|2019}} The majority of these applicants were from lower-income countries, and they "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."{{sfn|Bulman|Gibbs|2019}} | |||
| In February 2018, VFS Global announced the opening of Latvian visa application centres in the ] at ] and Dubai to process Schengen entry permits. This was part of the outsource mandate from the Latvian government for various countries which included UK, China, India, Turkey, Georgia, Azerbaijan, Uzbekistan, Lebanon and South Korea.<ref>{{cite news|url=http://gulfnews.com/news/uae/government/vfs-global-to-process-schengen-visa-to-latvia-1.2168895|title= VFS Global to process Schengen visa to Latvia |publisher=] |date=2018-02-05 |access-date=2018-02-14 |location=Dubai}}</ref> | |||
| === Data breaches === | |||
| In late 2017, VFS Global commenced the expansion of visa services network of Cyprus in India with new centres launched in four additional cities of Thiruvananthapuram, Goa, Gurugram, and Jaipur. These new centres commenced operations on 10 November 2017.The expansion of the network of Cyprus visa centres was to a total of 16 cities in India where applicants were offered additional services, such as SMS updates, courier services, online tracking services etc.<ref>{{cite news|url=http://www.travelnewsdigest.in/2017/11/cyprus-visa-application-centres-now-in-16-cities-across-india/|title= Cyprus Visa Application Centres now in 16 cities across India |publisher=Travel News Digest |date=2017-11-23 |access-date=2018-02-19 |location=India}}</ref> | |||
| ==== Initial breach and inaction ==== | |||
| Between 2005 and 2007, a security flaw in the VFS Global application website for the British ] resulted in many visa applications from India, Nigeria and Russia being publicly accessible.{{sfn|Ballard|2007}} Sensitive data stored in VFS's online service could be accessed by simply altering the VFS website's ] address.{{sfn|Ballard|2007}} By doing so, anyone could access the company's visa applicant database including their "stored passport numbers, names, addresses, and travel details."{{sfn|Ballard|2007}} Although the security flaw had been known since December 2005,{{sfn|Baker|2009}}{{sfn|Ballard|2007}} VFS Global addressed the issue only after media reports in May 2007.{{sfn|Ballard|2007}} | |||
| ==== UK government investigation ==== | |||
| In August 2017, VFS Global acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount. At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees.<ref>{{cite news|url=https://timesofindia.indiatimes.com/business/india-business/vfs-global-completes-acquisition-of-visa-service-provider-tt-services/articleshow/60189862.cms |title=VFS Global completes acquisition of visa service provider TT Services |publisher=] |date=2017-08-23 |access-date=2018-02-15 |location=Delhi}}</ref> | |||
| Following this data breach and media outcry,{{sfn|Shifrin|2007}} the UK Secretary of State for Foreign and Commonwealth Affairs appointed an independent investigator to uncover the reasons for the breach of security in the VFS online visa application website.{{sfn|Baker|2009}} The subsequent July 2007 report highlighted many failures by VFS,{{sfn|Baker|2009}}{{sfn|Goodin|2007}}{{sfn|Shifrin|2007}} including that VFS had failed to protect personal data to the levels expected by the UK Data Protection Act.{{sfn|Baker|2009}} The report recommended that the VFS online visa applications not be resumed for applications from India.{{sfn|Baker|2009}} | |||
| In November 2007, the UK ] announced that it had found the ]'s contractual relationship with VFS Global to be in breach of its obligations under the ]. The ] required the Foreign Office to sign a statement that it would comply with the ] and would not reopen the VFS UK visa online facility.{{sfn|Information Commissioner's Office|2007}} As a result of this ruling, the Foreign Office reviewed its relationship with the organization and briefly sought to significantly reduce its outsourced work, especially in the IT industry.{{sfn|Johnson|2007}} | |||
| === Citizen services and partnerships === | |||
| As part of a recent contract with DIFC Wills & Probate Registry, investors and residents in the UAE cities of Dubai and Ras Al Khaimah who have registered a will online were eligible to receive verification services from VFS Global as part of a 'Citizen Services' program. This came after the introduction of a law where asset-owners can use security features including e-authentication, verifying the identity of the testator and e-witnessing that ensures that the will was drafted and witnessed with no third party influence as part of the services provided.<ref>{{cite news|url=http://gulfnews.com/news/uae/society/residents-with-registered-wills-to-receive-free-verification-services-1.2120966|title= Residents with registered wills to receive free verification services |publisher=] |date=2017-11-08 |access-date=2018-02-15 |location=Dubai}}</ref> | |||
| Following this incident, several governments criticized VFS Global's abilities and porous security protocols.{{sfn|Taylor|2008}} "There's the accountability issue, the privacy issue and why are we outsourcing to a for-profit entity something that belongs in the security mandate?" asked Victor Wong, executive director of the ].{{sfn|Taylor|2008}} Likewise, Liam Clifford, an immigration expert working for ''Global Visas'', raised security concerns associated with VFS Global's operations: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."{{sfn|Taylor|2008}}{{sfn|Harper|Leapman|2007}} | |||
| In July 2017, VFS Global's education services arm-VFS Edu Support Services Pvt. Ltd., stated that they had entered into a partnership with UK-based Edtech Oxademy Technologies and its subsidiary Oxademy Business School in Mumbai. As part of the partnership, a new global digital learning platform ‘VFS-Oxademy' was formed with an artificial intelligence (AI) cloud infrastructure called OX360 was being launched.<ref>{{cite news|url=http://bweducation.businessworld.in/article/VFS-Edu-Support-Services-partners-with-Oxademy-to-launch-World-s-first-AI-based-online-learning-programs-for-students/26-07-2017-122821/ |title=VFS Edu Support Services partners with Oxademy to launch World's first 'AI-based' online learning programs for students |publisher=Business World Education |date=2017-07-26 |access-date=2018-02-15 |location=Mumbai}}</ref> | |||
| ==== 2015 data breaches ==== | |||
| VFS Global entered into partnerships with various commercial airline companies located in the GCC region to process e-visas through an online portal. In late 2016, the company's unit- Dubai Visa Processing Centre (DVPC) launched a mobile application for customers of Emirates Airline flying to the United Arab Emirates (UAE).<ref>{{cite news|url=https://www.traveltrendstoday.in/news/international/item/4519-vfs-global-introduces-mobile-app-for-uae-visas|title=VFS Global introduces mobile app for UAE visas |publisher=Travel Trends Today |date=2016-11-16 |access-date=2018-02-15 |location=India}}</ref> Earlier in 2016, Qatar Airways and Qatar Tourism Authority had also signed an agreement with VFS Global to support the tourist visa application system initiative for inbound travelers planning to visit Qatar.<ref>{{cite news|url=https://www.marhaba.qa/qatar-airways-and-qta-sign-agreement-with-vfs-global/|title=Qatar Airways and QTA Sign Agreement with VFS Global |publisher=Marhaba |date=2016-09-01 |access-date=2018-02-15 |location=Doha}}</ref> | |||
| VFS Global's data security again came under scrutiny in July 2015 when its online visa forms for Italy allowed any user to access the personal information of other applicants—including their date of birth, passport details and addresses—if they input the ID number of another person when logging into the system.{{sfn|Dehghan|2015}} | |||
| === Monopoly allegations === | |||
| In April 2017, the Kingdom of Bahrain's national carrier, Gulf Air, signed a partnership with the company for an online platform for travelers to Bahrain.<ref>{{cite news|url=http://www.bahrainnewsgazette.com/gulf-air-vfs-global-ink-partnership-agreement/|title=Gulf Air, VFS Global ink partnership agreement |publisher= Bahrain News Gazette. |date=2017-04-26 |access-date=2018-02-15 |location=Doha}}</ref> | |||
| VFS Global has been alleged to be a ] enterprise operating in the visa outsourcing sector.{{sfnm|''Travel News Weekly''|2019|Chauke|2019|''Xinhua''|2019}} Its alleged monopoly has led to issues related to prohibitive visa application prices and also sparked concerns in the areas of centralised document handling and content security.{{sfnm|''Travel News Weekly''|2019|Chauke|2019|''Xinhua''|2019}} | |||
| In June 2014, the South African Competition Commission investigated the company regarding allegations of market dominance in the visa support services market to foreign embassies.{{sfn|Donnelly|2014}} The Commission recommended further investigations into the company.{{sfn|Donnelly|2014}} In a statement to ] parliament in July 2018, VFS Global denied that their company operates as a monopoly,{{sfn|European Parliament|2018}} though its prepared statement did not cite any outsourcing companies with whom they are in competition for winning contracts.{{sfn|European Parliament|2018}} | |||
| In early 2017, Czech Tourism appointed VFS Global as its India representative for a year to support Indian travel agents and tour operator cooperation.<ref>{{cite news|url=https://tourismbreakingnews.com/czech-tourism-appoints-vfs-global-as-india-rep/|title=Czech Tourism appoints VFS Global as India rep |publisher= Tourism Breaking News |date=2017-02-23 |access-date=2018-02-19 |location=Mumbai}}</ref> | |||
| === Extortion allegations === | |||
| ENIT - Italian State Tourist Board reopened its Mumbai office in 2013 in association with VFS Global to assist the Tourism Board to set up their India operations to promote Italy as a tourism destination.<ref>{{cite news|url=http://www.travelbizmonitor.com/Trade-News/enit--italian-state-tourist-board-reopens-mumbai-office-20495 |title=Czech Tourism appoints VFS Global as India rep |publisher= Travel Biz Monitor |date=2013-05-27 |access-date=2018-02-19 |location=Mumbai}}</ref> In February 2015, VFS Global was appointed to represent Macau Tourism Office in India. As part of the partnership MGTO opened an office in Mumbai<ref>{{cite news|url=http://www.macaubusiness.com/vfs-global-appointed-macau-tourism-office-in-india/ |title=VFS Global appointed Macau Tourism Office in India |publisher= Travel Biz Monitor |date=2015-02-12 |access-date=2018-02-19 |location=Mumbai}}</ref> | |||
| In 2019, the Nigerian government's Portfolio Committee on Home Affairs accused VFS Global of "extorting" and "mistreating" vulnerable visa applicants in developing countries such as Nigeria.{{sfn|Bulman|Gibbs|2019}}{{sfn|Onyeji|Ayitogo|2018}} Additionally, the government placed the company under investigation for "allegations of abusive market dominance and unlawful tender procedures, resulting in excessive visa application prices and hidden fees."{{sfn|''Travel News Weekly''|2019}} | |||
| === English-only service in Canada === | |||
| The VFS Global-Atout France initiative was rolled out as a pilot project for disseminating information about France's tourism opportunities.<ref>{{cite news|url=https://timesofindia.indiatimes.com/city/bengaluru/now-apply-for-a-french-visa-in-bengaluru/articleshow/58690678.cms |title=Now, apply for a French visa in Bengaluru |publisher= ] |date=2017-05-16 |access-date=2018-02-19 |location=Bangalore}}</ref> | |||
| In March 2023, VFS Global faced criticism for requiring a French-speaking applicant for permanent residency in Canada to respond only in English, despite that it is legally obligated to provide services in ].<ref name="jdm">{{cite news |last1=Lesage |first1=Valerie |title=Immigration: le Canada répond "in English only" |url=https://www.journaldemontreal.com/2023/05/19/immigration--le-canada-repond-in-english-only |access-date=11 November 2023 |publisher=Le Journal de Montréal |date=19 May 2023}}</ref><ref>{{cite web |title=Services and communications from federal institutions |url=https://www.clo-ocol.gc.ca/en/language-rights/services-communications-federal-institutions |publisher=Office of the Commissioner of Official Languages}}</ref> Quebec's Minister ] called it "completely unacceptable" and "all citizens should be able to interact with the federal government in their language of choice".<ref>{{cite news |title=Réponse "in english only" pour une demande en immigration: "Complètement inacceptable", dit Roberge |url=https://www.tvanouvelles.ca/2023/05/19/reponse-in-english-only-pour-une-demande-en-immigration--completement-inacceptable-dit-roberge |work=TVA Nouvelles |date=19 May 2023 |agency=Agence QMI}}</ref> VFS Global did not apologize for the incident.<ref name="jdm" /> | |||
| == |
== See also == | ||
| * ] | |||
| Many Visa applicants facing no other alternative but to apply through VFS Global have rated their services 1.5 out of 5 stars, with some reviewers arguing "There should be option to choose 'No Star' or 'Negative Rating' specially for their horrible Customer care."<ref>{{Cite web|url=https://www.trustpilot.com/review/vfsglobal.com|title=VFS Global is rated "Bad" with 1.5 / 5 on Trustpilot|website=]|language=en|access-date=2019-09-13}}</ref> Former VFS employees have alleged the company is systematically deceitful to applicants, and that passports occasionally have been mishandled or lost due to poor organization.<ref>{{Cite web|url=https://www.sitejabber.com/reviews/vfsglobal.com|title=VFS Global Reviews - 1.9 Stars|website=]|language=en|access-date=2019-09-13}}</ref> | |||
| == References == | == References == | ||
| === Citations === | |||
| {{Reflist|30em}} | |||
| {{reflist|30em}} | |||
| === Works cited === | |||
| {{refbegin|30em|indent=yes}} | |||
| * {{Cite report | last = Baker | first = Linda Costelloe | title = Report of The Independent Investigation: Breach of Data Security in the VFS Online UK Visa Application Facility | date = 5 November 2009 | publisher = ] | location = London, United Kingdom | url = http://www.statewatch.org/news/2007/jul/uk-visa-security-report.pdf | access-date = 13 September 2012}} | |||
| * {{Cite news | last = Ballard | first = Mark | title = Indian problem could be worldwide | date = 18 May 2007 | work = ] | location = London, United Kingdom | url = https://www.theregister.co.uk/2007/05/18/visa_breach/ | access-date = 27 April 2015}} | |||
| * {{Cite news | title = Blackstone acquires 75% stake in VFS Global for $1.87 bn | date = 7 October 2021 | work = ] | location = Mumbai, India | url = | |||
| http://timesofindia.indiatimes.com/articleshow/86842129.cms | access-date = 1 July 2024 | language = en | ref = {{harvid|''Times of India''|2021}}}} | |||
| * {{Cite news |last1 = Bulman | first1 = May | last2 = Gibbs | first2 = Margot | title = How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation | date = 17 August 2019 | work = ] | location = London, United Kingdom | url = https://www.independent.co.uk/news/uk/home-news/home-office-vfs-visas-profit-subcontracted-contract-outsourcing-premium-services-exploited-a9056446.html | access-date = 28 September 2019}} | |||
| * {{Cite press release | last = Chauke | first = Hlomani | title = Committee Says VFS Monopoly at Home Affairs Is Indefensible | date = 12 March 2019 | agency = ] | location = Cape Town, South Africa | publisher = Parliamentary Communication Services | url = https://www.parliament.gov.za/press-releases/committee-says-vfs-monopoly-home-affairs-indefensible | access-date = 28 September 2019}} | |||
| * {{Cite news | last = Dehghan | first = Saeed Kamali | title = Users' data compromised after technical glitch at Home Office contractor | date = 17 July 2015 | work = ] | location = London, United Kingdom | url = https://www.theguardian.com/technology/2015/jul/17/users-data-compromised-after-technical-glitch-at-home-office-contractor | access-date = 28 September 2019}} | |||
| * {{Cite news | last = Donnelly | first = Lynley | title = Visa Services Under Investigation | date = 27 June 2014 | work = ] | location = Johannesburg, South Africa | url = http://mg.co.za/article/2014-06-26-visa-services-under-investigation | access-date = 26 September 2019}} | |||
| * {{Cite report | title = Foreign Office in breach of the Data Protection Act | date = 13 November 2007 | publisher = ] | location = Wilmslow, Cheshire, United Kingdom | url = http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf |access-date = 13 September 2012 |archive-url=https://web.archive.org/web/20080804154730/http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf |archive-date=4 August 2008 |url-status=dead |ref={{harvid|Information Commissioner's Office|2007}}}} | |||
| * {{Cite news |last = Gibbs | first = Margot | title = VFS: Who is the company subcontracted by the Home Office to process visa applications? | date = 17 August 2019 | work = ] | location = London, United Kingdom | url = https://www.independent.co.uk/news/uk/home-news/vfs-global-home-office-outsourcing-visa-applications-a9061476.html |access-date = 28 September 2019}} | |||
| * {{Cite news | last = Goodin | first = Dan | title = Investigator Ridicules UK Visa Site | date = 11 August 2007 | work = ] | location = London, United Kingdom |url=https://www.theregister.co.uk/2007/08/11/uk_visa_site_investigation/ |access-date = 13 September 2012}} | |||
| * {{Cite news | last1 = Harper | first1 = Tom | last2 = Leapman | first2 = Ben | title = Interpol boss criticises immigrant checks | date = 8 July 2007 | work = ] | location = London, United Kingdom | url = https://www.telegraph.co.uk/news/uknews/1556814/Interpol-boss-criticises-immigrant-checks.html | access-date = 28 September 2019}} | |||
| * {{Cite news |title = How VFS Global will use AI to improve visa processing | date = 29 April 2024 | work = ] | location = Mumbai, India |url=https://timesofindia.indiatimes.com/technology/tech-news/how-vfs-global-will-use-ai-to-improve-visa-processing/articleshow/109701144.cms |access-date=2024-06-27 | ref = {{harvid|''Times of India''|2024}}}} | |||
| * {{Cite news | last = Johnson | first = Bobbie | title = UK government failed to protect privacy of online visa applications | date = 14 November 2007 | work = ] | location = London, United Kingdom | url = https://www.theguardian.com/technology/2007/nov/14/data.protection.breach | access-date = 13 September 2012}} | |||
| * {{Cite magazine | last = Nsehe | first = Mfonobong | title = Meet Zubin Karkaria, The Man Who Built The World's Largest Visa And Consular Services Company | date = December 17, 2018 | magazine = ] | location = Jersey City, New Jersey | url = https://www.forbes.com/sites/mfonobongnsehe/2018/12/17/meet-zubin-karkaria-the-man-who-built-the-worlds-largest-visa-and-consular-services-company/ | access-date = May 2, 2022 | url-access = subscription}} | |||
| * {{Cite news | last1 = Onyeji | first1 = Ebuka | last2 = Ayitogo | first2 = Nasir | title = How Visa Processing Firm, VFS Global, 'extorts', 'mistreats' Nigerians | date = 14 May 2018 | url = https://www.premiumtimesng.com/investigationspecial-reports/268332-special-report-how-visa-processing-firm-vfs-global-extorts-mistreats-nigerians.html | work = ] | location = Abuja, Nigeria | access-date = 26 September 2019}} | |||
| * {{Cite news | last = Saurabh | first = Sinha | title = VFS Global completes acquisition of visa service provider TT Services | date = 23 August 2017 | work = ] | location = Mumbai, India | url = https://timesofindia.indiatimes.com/business/india-business/vfs-global-completes-acquisition-of-visa-service-provider-tt-services/articleshow/60189862.cms | access-date = 15 February 2018}} | |||
| * {{Cite news | last1 = Schuetze | first1 = Arno | first2 = Oliver | last2 = Hirt | title = EQT to launch sale of Swiss outsourcing company VFS | date = 15 January 2019 | work = ] | location = London, United Kingdom | url = https://www.reuters.com/article/us-eqt-vfs-sale/eqt-to-launch-sale-of-swiss-outsourcing-company-vfs-idUSKCN1P90WU | access-date = 28 November 2019}} | |||
| * {{Cite magazine | last = Shifrin | first = Tash | title = U.K. government slammed over bug in outsourced Web site | date = 10 August 2007 | magazine = ] | location = Framingham, Massachusetts | url = https://www.computerworld.com/article/2543062/u-k--government-slammed-over-bug-in-outsourced-web-site.html | url-status = dead | archive-url = https://web.archive.org/web/20190928190608/https://www.computerworld.com/article/2543062/u-k--government-slammed-over-bug-in-outsourced-web-site.html | archive-date = 28 September 2019 | access-date = 2 May 2022}} | |||
| * {{Cite news | title = South African lawmakers opposes monopoly in issuing of visas | date = 12 March 2019 | work = ] | location = Beijing, China | language = zh |url=http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm | access-date = 28 September 2019 |url-status=dead |archive-date=14 August 2019 |archive-url=https://web.archive.org/web/20190814055921/http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm | ref = {{harvid|''Xinhua''|2019}}}} | |||
| * {{Cite news | last = Srivastava | first = Priya | title = 16 Indian cities to have Cyprus Visa Application Centre from now | date = 23 November 2017 | work = ] | location = Mumbai, India | url = https://timesofindia.indiatimes.com/travel/destinations/16-indian-cities-to-have-cyprus-visa-application-centre-from-now/as61753078.cms | access-date = 28 September 2019}} | |||
| * {{Cite press release | title = Statement of VFS representative before the European Parliament | date = 10 July 2018 | publisher = ] | location = Brussels, Belgium | url = http://www.europarl.europa.eu/cmsdata/151341/1-4-chris-dix.pdf | access-date = 2 May 2022 | ref = {{harvid|European Parliament|2018}}}} | |||
| * {{Cite news | last = Taylor | first = Lesley Ciarula | title = Private firm's work with visas raises concerns | date = 13 October 2008 | work = ] | location = Toronto, Canada | url = https://www.thestar.com/news/gta/2008/06/16/private_firms_work_with_visas_raises_concerns.html | access-date = 13 September 2012}} | |||
| * {{Cite news | title = VFS 'Monopoly' Indefensible – Portfolio Committee | date = 20 March 2019 | work = Travel News Weekly | location = Cape Town, South Africa | number = 2535 | page = 2 | url = http://storage.news.nowmedia.co.za/medialibrary/Feature/6997/20-March-2019.pdf | url-status = dead | archive-url = https://web.archive.org/web/20190926191153/http://storage.news.nowmedia.co.za/medialibrary/Feature/6997/20-March-2019.pdf | archive-date = 26 September 2019 | access-date = 2 May 2022 | quote = The Portfolio Committee on Home Affairs has criticised the Department of Home Affairs' decision to grant VFS Global a further two-year extension to administer the issuing of visas to foreign nationals. | ref = {{harvid|''Travel News Weekly''|2019}}}} | |||
| * {{Cite web | title = Milestones | year = 2022 | url = https://www.vfsglobal.com/en/general/milestones.html | website = VFS Global | access-date = 16 November 2022 | ref = {{harvid|VFS Global: Milestones|2022}}}} | |||
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Latest revision as of 07:56, 23 October 2024
Outsourcing services company
 | |
| Company type | Private company |
|---|---|
| Founded | Mumbai, Maharashtra, India (July 2001 (2001-07)) |
| Headquarters | Dubai, United Arab Emirates |
| Area served | Worldwide |
| Key people |
|
| Number of employees | 8960 (as on 30 November 2022) |
| Parent | The Blackstone Group |
| Website | www.vfsglobal.com |
VFS Global is a visa and passport administration outsourcing company for governments and diplomatic missions. Zubin Karkaria founded the company in 2001 while he was chief executive at Kuoni Travel. Formerly based in India, the company is now headquartered in Dubai with offices in 147 countries. In 2018, VFS processed approximately 25 million visa applications, often containing passport details and financial histories, on behalf of the British Home Office and 61 other governments.
Over the past two decades, VFS Global has faced criticism for alleged exploitative practices, lack of transparency, and data security failures. Visa applicants from lower-income countries have reported missed flights and wrongful denials due to delays and errors, including failure to scan key documents.
History
Origins and revenue model
Founder Zubin Karkaria conceived the idea for VFS Global while working with the Kuoni Group. Karkaria believed one could circumvent embassy's wait times required for processing visa applications by outsourcing the administrative work. He soon "persuaded the US government to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy". The company opened its first visa processing centre in Mumbai that same year. In 2003, the company acquired a UK Government contract to process visa applications from India.
By 2007, the company had obtained its first global account from UK Visas and Immigration for operations in 33 countries. Within one year of gaining its account, the company's image was tarnished by a data breach which exposed the sensitive information of UK visa applicants. Despite recurrent data breaches, the company later obtained a major contract with the United Kingdom to administer the majority of the UK's visa applications. The contract was a significant change in how visa applicants to the United Kingdom were charged to have their applications processed.
The company's growth was primarily due to its revenues from service fees paid directly by visa applicants. In 2009, financial records indicated that VFS Global's parent company at the time, VF Worldwide Holdings, was an offshore corporation in Mauritius, an African tax haven.
Expansion and growth
In August 2017, the VFS Global acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount. At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees. Later that year, in November, VFS Global expanded its visa services in Cyprus with new centres launched in the additional cities of Thiruvananthapuram, Goa, Gurugram, and Jaipur.
In January 2019, the parent company of VFS Global, EQT AB, declared their intention to sell the company. In August 2019, an in-depth financial investigation by the British newspaper The Independent revealed that VFS Global had experienced exponential growth in recent years and its shareholders extracted £567m through "distribution to owner" payments and inter-company loan write-offs. This growth has been attributed to the company's "exploitative" business practices.
In October 2021, Blackstone acquired a majority stake in VFS Global. Kuoni and Hugentobler Foundation remains a minority stakeholder. Prior to October 2021, the company was owned by a private equity fund and, as VF Worldwide Holdings, is incorporated in the African tax haven of Mauritius. Investors in the company include the Chinese and Emiratis investment authorities, the Ohio Police & Fire Pension Fund, and Theo Müller.
Criticism and controversies
Throughout its existence during the past two decades, VFS Global has attracted considerable criticism from governments, investigative journalists, and its clients. The company allegedly pressured visa applicants into purchasing premium services such as premium lounges. In 2019, the British Home Office was deluged by complaints from customers applying for visas using VFS Global, many of whom accused the company of "exploiting vulnerable applicants for profit." The majority of these applicants were from lower-income countries, and they "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."
Data breaches
Initial breach and inaction
Between 2005 and 2007, a security flaw in the VFS Global application website for the British Foreign & Commonwealth Office resulted in many visa applications from India, Nigeria and Russia being publicly accessible. Sensitive data stored in VFS's online service could be accessed by simply altering the VFS website's URL address. By doing so, anyone could access the company's visa applicant database including their "stored passport numbers, names, addresses, and travel details." Although the security flaw had been known since December 2005, VFS Global addressed the issue only after media reports in May 2007.
UK government investigation
Following this data breach and media outcry, the UK Secretary of State for Foreign and Commonwealth Affairs appointed an independent investigator to uncover the reasons for the breach of security in the VFS online visa application website. The subsequent July 2007 report highlighted many failures by VFS, including that VFS had failed to protect personal data to the levels expected by the UK Data Protection Act. The report recommended that the VFS online visa applications not be resumed for applications from India.
In November 2007, the UK Information Commissioner's Office announced that it had found the Foreign Office's contractual relationship with VFS Global to be in breach of its obligations under the Data Protection Act 1998. The Information Commissioner's Office required the Foreign Office to sign a statement that it would comply with the Data Protection Act and would not reopen the VFS UK visa online facility. As a result of this ruling, the Foreign Office reviewed its relationship with the organization and briefly sought to significantly reduce its outsourced work, especially in the IT industry.
Following this incident, several governments criticized VFS Global's abilities and porous security protocols. "There's the accountability issue, the privacy issue and why are we outsourcing to a for-profit entity something that belongs in the security mandate?" asked Victor Wong, executive director of the Chinese Canadian National Council. Likewise, Liam Clifford, an immigration expert working for Global Visas, raised security concerns associated with VFS Global's operations: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."
2015 data breaches
VFS Global's data security again came under scrutiny in July 2015 when its online visa forms for Italy allowed any user to access the personal information of other applicants—including their date of birth, passport details and addresses—if they input the ID number of another person when logging into the system.
Monopoly allegations
VFS Global has been alleged to be a monopolistic enterprise operating in the visa outsourcing sector. Its alleged monopoly has led to issues related to prohibitive visa application prices and also sparked concerns in the areas of centralised document handling and content security.
In June 2014, the South African Competition Commission investigated the company regarding allegations of market dominance in the visa support services market to foreign embassies. The Commission recommended further investigations into the company. In a statement to European Union parliament in July 2018, VFS Global denied that their company operates as a monopoly, though its prepared statement did not cite any outsourcing companies with whom they are in competition for winning contracts.
Extortion allegations
In 2019, the Nigerian government's Portfolio Committee on Home Affairs accused VFS Global of "extorting" and "mistreating" vulnerable visa applicants in developing countries such as Nigeria. Additionally, the government placed the company under investigation for "allegations of abusive market dominance and unlawful tender procedures, resulting in excessive visa application prices and hidden fees."
English-only service in Canada
In March 2023, VFS Global faced criticism for requiring a French-speaking applicant for permanent residency in Canada to respond only in English, despite that it is legally obligated to provide services in both official languages of Canada. Quebec's Minister Jean-François Roberge called it "completely unacceptable" and "all citizens should be able to interact with the federal government in their language of choice". VFS Global did not apologize for the incident.
See also
References
Citations
- VFS Global: Milestones 2022.
- Times of India 2024.
- ^ Gibbs 2019.
- Baker 2009; Goodin 2007; Shifrin 2007; Gibbs 2019.
- Goodin 2007; Chauke 2019; Xinhua 2019; Gibbs 2019.
- ^ Bulman & Gibbs 2019.
- ^ Nsehe 2018.
- ^ Ballard 2007.
- ^ Shifrin 2007.
- Ballard 2007; Baker 2009; Dehghan 2015.
- ^ Saurabh 2017.
- Srivastava 2017.
- Schuetze & Hirt 2019.
- Times of India 2021.
- Goodin 2007; Shifrin 2007; Baker 2009.
- ^ Baker 2009.
- Goodin 2007.
- Information Commissioner's Office 2007.
- Johnson 2007.
- ^ Taylor 2008.
- Harper & Leapman 2007.
- Dehghan 2015.
- ^ Travel News Weekly 2019; Chauke 2019; Xinhua 2019.
- ^ Donnelly 2014.
- ^ European Parliament 2018.
- Onyeji & Ayitogo 2018.
- Travel News Weekly 2019.
- ^ Lesage, Valerie (19 May 2023). "Immigration: le Canada répond "in English only"". Le Journal de Montréal. Retrieved 11 November 2023.
- "Services and communications from federal institutions". Office of the Commissioner of Official Languages.
- "Réponse "in english only" pour une demande en immigration: "Complètement inacceptable", dit Roberge". TVA Nouvelles. Agence QMI. 19 May 2023.
Works cited
- Baker, Linda Costelloe (5 November 2009). Report of The Independent Investigation: Breach of Data Security in the VFS Online UK Visa Application Facility (PDF) (Report). London, United Kingdom: Foreign & Commonwealth Office. Retrieved 13 September 2012.
- Ballard, Mark (18 May 2007). "Indian problem could be worldwide". The Register. London, United Kingdom. Retrieved 27 April 2015.
- "Blackstone acquires 75% stake in VFS Global for $1.87 bn". Times of India. Mumbai, India. 7 October 2021. Retrieved 1 July 2024.
- Bulman, May; Gibbs, Margot (17 August 2019). "How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation". The Independent. London, United Kingdom. Retrieved 28 September 2019.
- Chauke, Hlomani (12 March 2019). "Committee Says VFS Monopoly at Home Affairs Is Indefensible" (Press release). Cape Town, South Africa: Parliamentary Communication Services. Parliament of the Republic of South Africa. Retrieved 28 September 2019.
- Dehghan, Saeed Kamali (17 July 2015). "Users' data compromised after technical glitch at Home Office contractor". The Guardian. London, United Kingdom. Retrieved 28 September 2019.
- Donnelly, Lynley (27 June 2014). "Visa Services Under Investigation". Mail & Guardian. Johannesburg, South Africa. Retrieved 26 September 2019.
- Foreign Office in breach of the Data Protection Act (PDF) (Report). Wilmslow, Cheshire, United Kingdom: Information Commissioner's Office. 13 November 2007. Archived from the original (PDF) on 4 August 2008. Retrieved 13 September 2012.
- Gibbs, Margot (17 August 2019). "VFS: Who is the company subcontracted by the Home Office to process visa applications?". The Independent. London, United Kingdom. Retrieved 28 September 2019.
- Goodin, Dan (11 August 2007). "Investigator Ridicules UK Visa Site". The Register. London, United Kingdom. Retrieved 13 September 2012.
- Harper, Tom; Leapman, Ben (8 July 2007). "Interpol boss criticises immigrant checks". The Telegraph. London, United Kingdom. Retrieved 28 September 2019.
- "How VFS Global will use AI to improve visa processing". The Times of India. Mumbai, India. 29 April 2024. Retrieved 27 June 2024.
- Johnson, Bobbie (14 November 2007). "UK government failed to protect privacy of online visa applications". The Guardian. London, United Kingdom. Retrieved 13 September 2012.
- Nsehe, Mfonobong (17 December 2018). "Meet Zubin Karkaria, The Man Who Built The World's Largest Visa And Consular Services Company". Forbes. Jersey City, New Jersey. Retrieved 2 May 2022.
- Onyeji, Ebuka; Ayitogo, Nasir (14 May 2018). "How Visa Processing Firm, VFS Global, 'extorts', 'mistreats' Nigerians". Premium Times. Abuja, Nigeria. Retrieved 26 September 2019.
- Saurabh, Sinha (23 August 2017). "VFS Global completes acquisition of visa service provider TT Services". The Times of India. Mumbai, India. Retrieved 15 February 2018.
- Schuetze, Arno; Hirt, Oliver (15 January 2019). "EQT to launch sale of Swiss outsourcing company VFS". Reuters. London, United Kingdom. Retrieved 28 November 2019.
- Shifrin, Tash (10 August 2007). "U.K. government slammed over bug in outsourced Web site". Computerworld. Framingham, Massachusetts. Archived from the original on 28 September 2019. Retrieved 2 May 2022.
- "South African lawmakers opposes monopoly in issuing of visas". Xinhua (in Chinese). Beijing, China. 12 March 2019. Archived from the original on 14 August 2019. Retrieved 28 September 2019.
- Srivastava, Priya (23 November 2017). "16 Indian cities to have Cyprus Visa Application Centre from now". Times of India. Mumbai, India. Retrieved 28 September 2019.
- "Statement of VFS representative before the European Parliament" (PDF) (Press release). Brussels, Belgium: European Parliament. 10 July 2018. Retrieved 2 May 2022.
- Taylor, Lesley Ciarula (13 October 2008). "Private firm's work with visas raises concerns". Toronto Star. Toronto, Canada. Retrieved 13 September 2012.
- "VFS 'Monopoly' Indefensible – Portfolio Committee" (PDF). Travel News Weekly. No. 2535. Cape Town, South Africa. 20 March 2019. p. 2. Archived from the original (PDF) on 26 September 2019. Retrieved 2 May 2022.
The Portfolio Committee on Home Affairs has criticised the Department of Home Affairs' decision to grant VFS Global a further two-year extension to administer the issuing of visas to foreign nationals.
- "Milestones". VFS Global. 2022. Retrieved 16 November 2022.