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The outsourcing company is owned by a ]<ref name="Independent"/> and, as VF Worldwide Holdings, is "incorporated in the African tax haven of ]."<ref name="Gibbs"/><ref name="Independent"/> Investors in the outsourcing company include the ] and ] investment authorities, the Ohio Police and Fire Pension Fund, and ] billionaire ].<ref name="Independent"/> It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.<ref name="Independent"/><ref name="Bulman"/><ref name="Gibbs">{{cite web | last = Gibbs | first = Margot | title = VFS: The 'exploitative' Dubai-based firm fuelling a massive surge in Home Office profits from UK visas | website = Finance Uncovered | date = 21 August 2019 | access-date = 28 September 2019 | url = https://www.financeuncovered.org/investigations/vfs-the-exploitative-dubai-based-firm-fuelling-a-massive-surge-in-home-office-profits-from-uk-visas/}}</ref> The outsourcing company is owned by a ]<ref name="Independent"/> and, as VF Worldwide Holdings, is "incorporated in the African tax haven of ]."<ref name="Gibbs"/><ref name="Independent"/> Investors in the outsourcing company include the ] and ] investment authorities, the Ohio Police and Fire Pension Fund, and ] billionaire ].<ref name="Independent"/> It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.<ref name="Independent"/><ref name="Bulman"/><ref name="Gibbs">{{cite web | last = Gibbs | first = Margot | title = VFS: The 'exploitative' Dubai-based firm fuelling a massive surge in Home Office profits from UK visas | website = Finance Uncovered | date = 21 August 2019 | access-date = 28 September 2019 | url = https://www.financeuncovered.org/investigations/vfs-the-exploitative-dubai-based-firm-fuelling-a-massive-surge-in-home-office-profits-from-uk-visas/}}</ref>


VFS Global has been "accused of pressuring visa applicants, who are mainly from lower income countries" into purchasing premium services which "they often don't need and can't afford."<ref name="Gibbs"/><ref name="Bulman">{{cite news | last1 = Bulman | first1 = Mar | last2 = Margot | first2 = Gibbs | title = How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation | url = https://www.independent.co.uk/news/uk/home-news/home-office-vfs-visas-profit-subcontracted-contract-outsourcing-premium-services-exploited-a9056446.html | newspaper = ] | location = London | date = 17 August 2019 | access-date = 28 September 2019}}</ref> In 2019, the British Home Office was "deluged" by complaints from customers applying for visas using VFS Global,<ref name="Bulman"/> many of whom accused the company "of exploiting vulnerable applicants for profit."<ref name="Bulman"/> Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."<ref name="Bulman"/> VFS Global has been "accused of pressuring visa applicants" into purchasing premium services which "they often don't need and can't afford."<ref name="Gibbs"/><ref name="Bulman">{{cite news | last1 = Bulman | first1 = Mar | last2 = Margot | first2 = Gibbs | title = How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation | url = https://www.independent.co.uk/news/uk/home-news/home-office-vfs-visas-profit-subcontracted-contract-outsourcing-premium-services-exploited-a9056446.html | newspaper = ] | location = London | date = 17 August 2019 | access-date = 28 September 2019}}</ref> In 2019, the British Home Office was "deluged" by complaints from customers applying for visas using VFS Global,<ref name="Bulman"/> many of whom accused the company "of exploiting vulnerable applicants for profit."<ref name="Bulman"/> Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."<ref name="Bulman"/>


== History == == History ==
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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. 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. 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. 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.


In 2014, the outsourcing company "won a major contract with the UK to administer around 70% of the UK's visa applications."<ref name="Gibbs"/> Critics later alleged this contract was a crucial step-change in how visa applicants could be squeezed for more money."<ref name="Gibbs"/> In 2014, the outsourcing company obtained a major contract with the United Kingdom "to administer around 70% of the UK's visa applications."<ref name="Gibbs"/> Critics later alleged this contract was a crucial step-change in how visa applicants could be squeezed for more money."<ref name="Gibbs"/>


=== Expansion === === Expansion ===
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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> 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>


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> 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>


In 2019, a financial investigation by the British newspaper ] revealed that VFS Global's shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years."<ref name="Gibbs"/> In 2019, a financial investigation by the British newspaper ] revealed that VFS Global's shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years."<ref name="Gibbs"/>
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== Controversies == == Controversies ==
=== 2005-2007 Data breaches === === 2005-2007 Data breaches ===
A security flaw in the VFS Global managed online application website for the British ] resulted in up to 50,000 visa applications from India, Nigeria and Russia being publicly accessible.{{citation needed|date=February 2017}} The security flaw was known since December 2005, but the Foreign and Commonwealth Office website was only shut down after an investigation in May 2007 following media reports.<ref name=Register20070518>{{cite news | last1 = Bollard | first1 = Mark | title = Indian problem could be worldwide | url = https://www.theregister.co.uk/2007/05/18/visa_breach/ | access-date = 27 April 2015 | location = London | publisher = ] | date = 18 May 2007}}</ref><ref>{{cite web | url = http://www.daniweb.com/hardware-and-software/networking/news/218517/exposed-indian-visa-application-data-accessible-to-anyone-with-a-web-browser |title=Exposed: Indian visa application data accessible to anyone with a web browser |publisher = Daniweb.com |date=2012-06-20 |access-date=2012-09-13}}</ref> The security breach was first reported by an Indian applicant{{citation needed|date=February 2017}} in December 2005 after which no effective remedial action was taken by either VFS nor UK visas, the joint ] and ] unit which runs the UK's visa service through British diplomatic posts overseas. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored. Between 2005 and 2007, a security flaw in the VFS Global application website for the British ] resulted in many visa applications from ], ] and ] being publicly accessible.<ref name="The Register"/> Sensitive data stored in VFS's online service could be accessed by simply "making changes" to the VFS website's ] address.<ref name="The Register"/> By doing so, any viewer could access "to the firm's database of visa applicants, which stored passport numbers, names, addresses, and travel details."<ref name="The Register"/> The security flaw had been known since December 2005,<ref name="The Register"/> but the issue was addressed only in May 2007 following media reports.<ref name="The Register">{{cite news | last = Ballard | first = Mark | title = Indian problem could be worldwide | url = https://www.theregister.co.uk/2007/05/18/visa_breach/ | access-date = 27 April 2015 | location = London | publisher = ] | date = 18 May 2007}}</ref><ref>{{cite web | last = Winder | first = Davey | url = http://www.daniweb.com/hardware-and-software/networking/news/218517/exposed-indian-visa-application-data-accessible-to-anyone-with-a-web-browser | title = Exposed: Indian visa application data accessible to anyone with a web browser | publisher = Daniweb | date = 20 June 2012 | access-date = 13 September 2012}}</ref> The security breach had been first reported by an Indian national, Sanjib Mitra,<ref name="Data Breach Report"/><ref name="The Register"/> in December 2005 after which no effective remedial action was taken by VFS. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored.<ref name="The Register"/>


The report<ref>{{cite web|url=http://www.statewatch.org/news/2007/jul/uk-visa-security-report.pdf |title=Report of The Independent Investigation |publisher=Fco.gov.uk |date=2009-11-05 |access-date=2012-09-13}}</ref><ref>{{cite news | last = Goodin | first = Dan | url = https://www.theregister.co.uk/2007/08/11/uk_visa_site_investigation/ | title = Investigator Ridicules UK Visa Site | location = London | publisher = ] | date = 11 August 2007 |access-date=2012-09-13}}</ref><ref>{{cite web|url=http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9030018 |title=U.K. government slammed over bug in outsourced Web site |publisher=Computerworld |date=2007-08-10 |access-date=2012-09-13}}</ref> of the investigation by the Independent Investigator, Linda Costelloe Baker highlighted ''organisational failures'' by both VFS and UKvisas. The report also recommended that the VFS online visa applications not be resumed for applications from India. This has since been replaced by the secure online applications made available directly at the Visa4UK official government website of the ]. Baker also mentioned in the report that following this incident, UKvisas conducted extensive testing and found no evidence that data had been stolen or misused.{{citation needed|date=April 2015}} VFS underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act. After this incident, several visa application level checks were put in place. Technical processes were also upgraded later to check the records of the online application site. Following this data breach and media outcry,<ref name="Computer World"/> 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.<ref name="Data Breach Report"/> The subsequent report, released in July 2007, highlighted "organisational failures" by VFS.<ref name="Data Breach Report">{{cite web |title = Report of The Independent Investigation: Breach of Data Security in the VFS Online UK Visa Application Facility| url = http://www.statewatch.org/news/2007/jul/uk-visa-security-report.pdf | publisher = Fco.gov.uk | date = 2009-11-05 | access-date = 2012-09-13}}</ref><ref>{{cite news | last = Goodin | first = Dan | url = https://www.theregister.co.uk/2007/08/11/uk_visa_site_investigation/ | title = Investigator Ridicules UK Visa Site | location = London | publisher = ] | date = 11 August 2007 |access-date=2012-09-13}}</ref><ref name="Computer World">{{cite web |title=U.K. government slammed over bug in outsourced Web site | url=http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9030018 |publisher=Computerworld |date=2007-08-10 |access-date=2012-09-13}}</ref> VFS had purportedly underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act.<ref name="Data Breach Report"/> The report also recommended that the VFS online visa applications not be resumed for applications from India.<ref name="Data Breach Report"/>


In November 2007, the UK ] announced that it had found the ] in breach of its obligations under the ]. The ] required the Foreign Office to sign a statement<ref>{{cite journal|url=http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf |title=Foreign Office in breach of the Data Protection Act |publisher=Information Commissioner's Office |date=13 November 2007 |access-date=2012-09-13}}</ref> that it would comply with the ] and would not reopen the VFS UK visa online facility. It has been reported by '']'' that as a result of this ruling, the Foreign Office would review its relationship with VFS and seek to significantly reduce its outsourced work, especially in the area of IT.<ref>{{cite news | last = Johnson | first = Bobbie | url =https://www.theguardian.com/technology/2007/nov/14/data.protection.breach |title = UK government failed to protect privacy of online visa applications | publisher = ] | location = London | date = 2007-11-14 | access-date = 2012-09-13}}</ref> Consequently, applicants from India today need to apply directly at the Visa4UK official government website for online visa applications. After the report was issued, VFS introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.<ref name="Expresscomputeronline.com">{{cite web|url=http://www.expresscomputeronline.com/20081013/expressintelligententerprise03.shtml |title=Travel & Hospitality: VFS Global - Express Computer |publisher=Expresscomputeronline.com |date=2008-10-13 |access-date=2012-09-13}}</ref> In November 2007, the UK ] announced that it had found the ] 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.<ref>{{cite journal|url=http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf |title=Foreign Office in breach of the Data Protection Act | publisher = Information Commissioner's Office |date=13 November 2007 |access-date=13 September 2012}}</ref> As a result of this ruling, the Foreign Office reviewed its relationship with VFS and briefly sought to significantly reduce its outsourced work, especially in the area of IT.<ref>{{cite news | last = Johnson | first = Bobbie | title = UK government failed to protect privacy of online visa applications | publisher = ] | location = London | url = https://www.theguardian.com/technology/2007/nov/14/data.protection.breach | date = 14 November 2007 | access-date = 13 September 2012}}</ref> After the report was issued, VFS spent "$2 million on online security in the next year,"<ref name="Toronto Star"/> and introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.<ref name="Express Computer Online">{{cite web | url = http://www.expresscomputeronline.com/20081013/expressintelligententerprise03.shtml | title = Travel & Hospitality: VFS Global - Express Computer | publisher = Express Computer Online | date = 13 October 2008 | access-date = 13 September 2012}}</ref>{{dead link|date=September 2019}}


Since this incident several governments have been critical of VFS Global's abilities and have raised concerns over security.<ref>{{cite news|url=https://www.thestar.com/news/gta/2008/06/16/private_firms_work_with_visas_raises_concerns.html |title=Private firm's work with visas raises concerns|publisher=] |date=2008-10-13 |access-date=2012-09-13 |location=Toronto}}</ref> "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. Liam Clifford of Global Visas, told ]: "Once you put this work in the hands of private companies overseas, you no longer have the same protection." Following this incident, several governments were critical of VFS Global's abilities and raised concerns over its lackluster security protocols.<ref name="Toronto Star">{{cite news | last = Taylor | first = Lesley Ciarula | title = Private firm's work with visas raises concerns | publisher = ] | url = https://www.thestar.com/news/gta/2008/06/16/private_firms_work_with_visas_raises_concerns.html | date = 13 October 2008 | access-date = 13 September 2012 | location = Toronto}}</ref> "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.<ref name="Toronto Star"/> Liam Clifford, an immigration expert working for Global Visas, told ]: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."<ref name="Toronto Star"/>


=== 2015 Data breaches ===
VFS Global's security flaws were called into question again in July 2015 when their online visa forms for Italy allowed users to see the personal information of other applicants, including their date of birth, passport details and addresses, if they mistakenly input the ID number of another person when logging into the system.<ref>{{cite news | url=https://www.theguardian.com/technology/2015/jul/17/users-data-compromised-after-technical-glitch-at-home-office-contractor | title=Users' data compromised after technical glitch at Home Office contractor | date=17 July 2015 | location = London | newspaper = ] | author=Saeed Kamali Dehghan}}</ref> VFS Global's online security again came under scrutiny in July 2015 when its online visa forms for ] 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.<ref>{{cite news | last = Dehghan | first = Saeed Kamali | title = Users' data compromised after technical glitch at Home Office contractor | date = 17 July 2015 | location = London | newspaper = ] | url = https://www.theguardian.com/technology/2015/jul/17/users-data-compromised-after-technical-glitch-at-home-office-contractor | access-date = 28 September 2019}}</ref>


Following the uncovering of security issues, the company stated that they followed the ‘Four-Eye' principle where there is a maker and checker always in place to counter such issues along with security awareness programmes carried out internally among employees. VFS Global annually renews the ISO 27001 audit and certification.<ref>{{cite news|url=http://www.expressbpd.com/travel/market-travel/security-is-of-paramount-importance-to-us/280486/ |title=Security is of paramount importance to us |publisher=Express Travel World |date=2016-06-11 |access-date=2018-02-15 |location=Mumbai}}</ref> Following the discovery of 2015 security issues, the outsourcing company stated in 2016 that they had instituted new security protocols.<ref name="Express Travel World"/> VFS Global annually renews the ISO 27001 audit and certification.<ref name="Express Travel World">{{cite news|url=http://www.expressbpd.com/travel/market-travel/security-is-of-paramount-importance-to-us/280486/ |title=Security is of paramount importance to us | publisher = Express Travel World |date = 11 June 2016 | access-date = 15 February 2018 |location=Mumbai}}</ref>

⚫ === Monopoly allegations ===


⚫ === Monopolistic allegations ===
VFS Global has been alleged to be a ] company operating globally in the visa processing documention-check-and-forwarding outsourcing sector.<ref>{{Cite web|url=http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm|title=S. African lawmakers opposes monopoly in issuing of visas - Xinhua &#124; English.news.cn|website=]}}</ref><ref>{{Cite web|url=https://www.parliament.gov.za/press-releases/committee-says-vfs-monopoly-home-affairs-indefensible|title=Committee Says VFS Monopoly at Home Affairs Is Indefensible | website = Parliament of the Republic of South Africa}}</ref> The shareholding or governance structure of VFS Global is not made public as of yet by Kuoni or VF Worldwide holding, an offshore company setup to own VFS global. VFS Global has been alleged to be a ] company operating globally in the visa processing documention-check-and-forwarding outsourcing sector.<ref>{{Cite web|url=http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm|title=S. African lawmakers opposes monopoly in issuing of visas - Xinhua &#124; English.news.cn|website=]}}</ref><ref>{{Cite web|url=https://www.parliament.gov.za/press-releases/committee-says-vfs-monopoly-home-affairs-indefensible|title=Committee Says VFS Monopoly at Home Affairs Is Indefensible | website = Parliament of the Republic of South Africa}}</ref> The shareholding or governance structure of VFS Global is not made public as of yet by Kuoni or VF Worldwide holding, an offshore company setup to own VFS global.
Monopoly results in lack of ], processing standards and administerial dubiousness that causes a range of confusion for policy makers globally while awarding and administering government contracts without tendering. In a statement to EU parliament in July 2018, VFS global reaffirmed that they are not operating as a monopoly,<ref>{{citation|url=http://www.europarl.europa.eu/cmsdata/151341/1-4-chris-dix.pdf|title=Statement of VFS representative before the European Parliament Monopoly results in lack of ], processing standards and administerial dubiousness that causes a range of confusion for policy makers globally while awarding and administering government contracts without tendering. In a statement to EU parliament in July 2018, VFS global reaffirmed that they are not operating as a monopoly,<ref>{{citation|url=http://www.europarl.europa.eu/cmsdata/151341/1-4-chris-dix.pdf|title=Statement of VFS representative before the European Parliament

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VFS Global
Company typePrivate company
FoundedMumbai, Maharashtra, India (July 2001 (2001-07))
HeadquartersDubai, United Arab Emirates
Area servedWorldwide
Key people
  • Zubin Karkaria (CEO)
Number of employees8790 (31 July 2018)

VFS Global is an outsourcing and technology services specialist for governments and diplomatic missions worldwide. The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments.

The company began as a "side project" at a luxury Swiss travel group Kuoni in 2001 by chief executive Zubin Karkaria. In a Forbes magazine interview, Karkaria claimed he founded VFS after he had "persuaded the US government to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy." Formerly based in India, the company is now headquartered in Dubai with offices in 147 countries, its scale is such that last year alone, VFS processed more than 25 million visa applications, often containing passport details and financial histories, on behalf of the Home Office and 61 other governments.

The outsourcing company is owned by a private equity fund and, as VF Worldwide Holdings, is "incorporated in the African tax haven of Mauritius." Investors in the outsourcing company include the Chinese and Abu Dhabi investment authorities, the Ohio Police and Fire Pension Fund, and yogurt billionaire Theo Müller. It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.

VFS Global has been "accused of pressuring visa applicants" into purchasing premium services which "they often don't need and can't afford." 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." Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."

History

Origins

VFS Global was established in Mumbai in 2001, when it set up three Visa Application Centres for its first client government, the United States of America. By 2005 VFS Global served eleven governments including the United Kingdom, Australia and Canada. By 2007, the company had obtained its first global account from UK Visas and Immigration for operations across 33 countries. 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.

In 2014, the outsourcing company obtained a major contract with the United Kingdom "to administer around 70% of the UK's visa applications." Critics later alleged this contract was a crucial step-change in how visa applicants could be squeezed for more money."

Expansion

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 in February 2018. 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.

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.

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.

Later growth

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.

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.

In February 2018, VFS Global announced the opening of Latvian visa application centres in the United Arab Emirates at Abu Dhabi 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.

In 2019, a financial investigation by the British newspaper The Independent revealed that VFS Global's shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years."

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.

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.

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). 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.

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.

In early 2017, Czech Tourism appointed VFS Global as its India representative for a year to support Indian travel agents and tour operator cooperation.

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. 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

The VFS Global-Atout France initiative was rolled out as a pilot project for disseminating information about France's tourism opportunities.

Controversies

2005-2007 Data breaches

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 "making changes" to the VFS website's URL address. By doing so, any viewer could access "to the firm's database of visa applicants, which stored passport numbers, names, addresses, and travel details." The security flaw had been known since December 2005, but the issue was addressed only in May 2007 following media reports. The security breach had been first reported by an Indian national, Sanjib Mitra, in December 2005 after which no effective remedial action was taken by VFS. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored.

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 report, released in July 2007, highlighted "organisational failures" by VFS. VFS had purportedly underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act. The report also 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 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 VFS and briefly sought to significantly reduce its outsourced work, especially in the area of IT. After the report was issued, VFS spent "$2 million on online security in the next year," and introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.

Following this incident, several governments were critical of VFS Global's abilities and raised concerns over its lackluster 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. Liam Clifford, an immigration expert working for Global Visas, told The Sunday Telegraph: "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 online 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.

Following the discovery of 2015 security issues, the outsourcing company stated in 2016 that they had instituted new security protocols. VFS Global annually renews the ISO 27001 audit and certification.

Monopolistic allegations

VFS Global has been alleged to be a monopoly company operating globally in the visa processing documention-check-and-forwarding outsourcing sector. The shareholding or governance structure of VFS Global is not made public as of yet by Kuoni or VF Worldwide holding, an offshore company setup to own VFS global. Monopoly results in lack of competition, processing standards and administerial dubiousness that causes a range of confusion for policy makers globally while awarding and administering government contracts without tendering. In a statement to EU parliament in July 2018, VFS global reaffirmed that they are not operating as a monopoly, though the statement does not cite outsourcing companies they are in competition with for winning contracts.

Monopoly has led to problems in visa application pricings, and also caused concerns in the areas of centralised document handling and content security, though VFS claims a streamlined application submission process in all its centres.

It was reported in Southeast Asia that VFS own staff at its collection offices attempts to abuse its dominant status by making their own rules with visa applicants. This includes entry criteria to the VFS centres and also level of assistance offered to applicants.

In June 2014, it was reported that VFS Global is being investigated by the South African Competition Commission regarding allegations of market dominance by VFS Global in the visa support services market to foreign embassies. The Commission's spokesperson Themba Mathebula stated that the commission's screening unit had completed its preliminary investigation and submitted its report, recommending further formal investigations into VFS.

Nigeria

The outsourcing company has been accused of "extorting" and "mistreating" visa applicants in countries such as Nigeria. Additionally, the company was also reported to be under investigation for allegations of abusive market dominance.

Reviews

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." 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.

References

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  3. "Dubai: Latvia Opens New External Visa Centres in UAE in Partnership with VFS Global". Dubai: BelleVision. 5 February 2018. Retrieved 14 February 2018.
  4. ^ Gibbs, Margot (21 August 2019). "VFS: The 'exploitative' Dubai-based firm fuelling a massive surge in Home Office profits from UK visas". Finance Uncovered. Retrieved 28 September 2019.
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  35. Statement of VFS representative before the European Parliament (PDF), Brussels, 10 July 2018{{citation}}: CS1 maint: location missing publisher (link)
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  40. "VFS 'monopoly' indefensible – Portfolio Committee" (PDF). Travel News Weekly. No. 2535. 20 March 2019. p. 2. Retrieved 26 September 2019. {{cite news}}: Invalid |ref=harv (help)
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