VFS Global Eyes a Bigger Role in Citizen Services
VFS Global, one of the world’s largest visa outsourcing companies, is preparing to expand beyond visa processing and enter the broader citizen services market in India.
Founder and CEO Zubin Karkaria said the company plans to introduce services that could include passports, driving licences and national identity-related services. The move would mark a significant expansion for a company that has spent the past 25 years primarily handling the administrative side of visa applications for governments.
From Visa Applications to Government Services
VFS Global currently works with 71 governments across 168 countries and processes nearly 30 million visa applications annually. Its business has traditionally focused on handling non-judgmental administrative work, allowing embassies and governments to concentrate on the actual decision-making process.
The company now wants to apply the same model to a wider range of public services.
Karkaria said VFS Global is looking at opportunities where governments can outsource administrative processes while retaining control over decisions. This could eventually bring passport applications, driving licences and other citizen-facing services under the company’s technology and service infrastructure.
More Than 200 Centres Already in India
VFS Global already has a substantial physical presence in India, operating more than 200 centres.
The company has been expanding into tier-2 and tier-3 cities as international travel from these locations increases. New centres require approval from the relevant governments or embassies, which also participate in vetting staff.
This existing network could give VFS Global an advantage as it enters citizen services because it already has infrastructure, trained personnel and experience handling sensitive government-related applications.
AI Will Play a Bigger Role
Artificial intelligence is another major part of VFS Global’s expansion strategy.
Karkaria said the company has been developing AI solutions for around three years and has already deployed AI systems for eight governments across 1,200 routes.
The technology is being used to identify potentially forged documents, detect anomalies and combat manipulation of visa appointment systems. Facial recognition can also help identify attempts to use different photographs or names to manipulate appointment availability.
However, Karkaria stressed that AI is intended to support human decision-making rather than replace it.
Focus on Fraud Detection and Security
As VFS Global expands its use of technology, security remains a major focus.
The company says its systems are designed to prevent frontline employees from downloading, saving or printing applicant information. Karkaria also said biometric information is transmitted after collection rather than being retained within VFS Global’s systems.
The company operates under government oversight and says it undergoes thousands of audits covering areas such as security, technology and data protection.
Citizen Services Could Become a Major Growth Area
The expansion into citizen services could significantly broaden VFS Global’s business.
The company is already moving into areas including identity, passports, education, medical services and other government-to-citizen processes globally. Its acquisition of Brazil-based CiX Citizen Experience has also strengthened its position in this market. CiX operates more than 250 citizen-service centres offering over 200 types of services.
For VFS Global, the opportunity is to become a broader technology and administrative partner for governments rather than remaining primarily associated with visa applications.
VFS Global’s Listing Plans Remain Uncertain
Karkaria also discussed the company’s plans for a potential stock-market listing.
VFS Global had previously planned a listing in 2019, but the Covid-19 pandemic disrupted those plans. The company reconsidered the possibility this year but is currently holding back amid uncertainty caused by the crisis in the Gulf region.
The company therefore appears to be focusing on expanding its business while keeping the possibility of a future public listing open.
The Bigger Shift in Government Services
VFS Global’s proposed move into passports and other citizen services reflects a broader trend towards governments outsourcing administrative functions to specialised technology companies.
The underlying model is similar to its visa business: the private company manages technology, appointments, document handling and customer interaction, while the government retains authority over the final decision.
If the strategy succeeds in India, citizens could eventually be able to access several government-related services through VFS Global’s established network.
Summary
VFS Global plans to expand in India beyond visa processing into citizen services that could include passports, driving licences and national identity-related services. CEO Zubin Karkaria says the company is increasingly using AI to detect fraud and improve efficiency while retaining human decision-making. With more than 200 centres in India, VFS Global sees its existing network as a foundation for the next phase of growth.
