Independent report

An Inspection of UK Visas and Immigration Front End Services (August 2020 – June 2021)

This inspection examined the efficiency, effectiveness and consistency of FES delivered by UKVI through its streamlined and digitised UK Visa and Citizenship Application Service (UKVCAS) in-country, Home Office SSCs and Visa Application Centres (VACs) overseas.

From:
Independent Chief Inspector of Borders and Immigration
Published
25 November 2021

Documents

An Inspection of UK Visas and Immigration Front End Services (August 2020 - June 2021)

Ref: ISBN 978-1-5286-2900-3

PDF, 3.64 MB, 81 pages

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Details

In the ICIBI Inspection Plan 2020-21, the Chief Inspector indicated an intention to carry out an inspection of UK Visa and Immigration (UKVI) Front End Services (FES), to examine the efficiency, effectiveness and consistency of FES delivered by UKVI and through its commercial partners (CPs), particularly its streamlined and digitised UK Visa and Citizenship Application Service (UKVCAS) in-country and Visa Application Centres (VACs) overseas. This inspection focused on:

  • guidance, instructions and assistance provided by the Home Office and CPs to assist individuals making applications
  • the availability of free appointments
  • the ‘customer experience’ when engaging with application and booking processes, support services, and when attending appointments at a UK or overseas application centre, including ‘Added Value Services’ (AVS)
  • resourcing and training for staff within the Home Office and CPs
  • quality assurance, mechanisms for feedback and the handling of customer complaints
  • the consideration of vulnerable customers when designing and delivering FES in the UK and overseas
  • continuous improvement, including progress in implementing recommendations from previous ICIBI inspection reports
Published 25 November 2021

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