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Foreign & Commonwealth Office Foreign & Commonwealth Office
Delivering Business Change in Government using e-commerce - - PowerPoint PPT Presentation
Delivering Business Change in Government using e-commerce - - PowerPoint PPT Presentation
Foreign & Foreign & Commonwealth Commonwealth Office Office Delivering Business Change in Government using e-commerce Introduction Matthew Findlay UKvisas IT Programme Manager Ian Elliott Atkins Management Consultants
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Agenda
What we do Business issues The new service Implementation issues Selling the concept Benefits & successes The future Questions
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Who are UKvisas?
Joint Home Office and Foreign & Commonwealth
Agency
UK overseas immigration control 163 offices worldwide 2000+ staff 2.5m applications p.a. Self funding
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UKvisas and Electronic Applications
Initiative to support Government 2005 e-delivery targets
and drive to modernise public services
- Pilot introduced in New York in 2002 :
- showed immediate popularity with applicants
- demonstrated efficiency savings for the department
A global service launched in October 2003 under the
‘Visa4UK’ brand
Electronic Appointments introduced in 2004
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The UKvisas Business Issues
7% p.a. growth in demand world-wide; Servicing demand = additional staff / buildings; Escalating and excessive cost of throwing staff at
problem and expanding existing facilities;
Security issues force re-evaluation of interaction with the
public;
Servicing uncontrolled demand =
staff overload excessive waiting times for customers
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Existing Business
Paper Based Applications Manually intensive Customers arrive in person Cash or bankers draft payments Worldwide multiple security requirements within and
- utside UKvisas offices
Strangers to change
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New Business Service
New service delivery models to cater for different markets:
Outsourcing application collection to commercial partners Introducing on-line applications
Existing business processes are enhanced; Alternative payment methods – credit/debit cards and
electronic purse systems (Nigeria – Value Card);
- Paper based applications cannot be abandoned entirely.
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Implementation Issues
First on-line service introduced by FCO Major business & cultural change:
new business processes across 163 offices world-wide ‘It will never work here!”
New Accounting System & Processes Managing
changing business needs
Dealing with ‘public’ user queries; Web site for use by the public where English is not the
first language
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Selling the Concept
Build on success in IT ‘savvy’ market: USA – to prove concept engage key decision makers Introduce service to a wider number of wired countries Buy-in by staff and public Introduce service in difficult territories e.g. Congo & Baku -
‘If we can run the service there, we can run it anywhere’
Set up regional offices - ‘centres of excellence’ Prove: The service delivers ROI Control of demand to reduce security problems Provides improved service delivery to customers
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Selling the Concept
Most Important Concerns ……
The new process must not reduce the rigour Extensive reassurance to the business that delivering
services on-line is simply another service delivery mechanism.
Each application is still assessed by a UK Officer and
the ‘customer’ fully vetted.
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Technology Model
Offices
Provisoc Proviso Proviso
UKvisas e-Services Data Warehouse Applicant
Data centralised Existing visa management system enhanced Data transferred by email as CSV files over FCO secure WAN SSL Secure Web Connection
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World-wide Spread
North, Central & South America + Caribbean Hong Kong, Japan, Taiwan Australia, New Zealand Africa Middle East Western, Central & Eastern Europe 36 Countries & 40 offices now live globally 10% of business on-line - 5 offices 100% e-payments running at 69%
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Benefits of the Service
Allows applicants to apply and pay on line; Avoids partly completed applications being received; Applicant progress through automated e-mails; Saves data entry time when application received; Reduces follow on queries; Improves security; Matches demand to staff levels; Reduces queuing; Improves the customer experience.
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Achievements
Cost Savings
Every application saves 6 minutes data entry time Every on-line payment saves a further 2 minutes staff
time
Value of Efficiency Savings p.a. = £2.9m Early capital payback Minimum Forecast 5 year return = £14.5m
(Value of saved building programmes not included) Security improvements
Customers received by appointment only Less customers are within the premises Queuing in the street around Embassies eliminated
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Successes
Business Acceptance – now an established service
delivery model
Customer Acceptance – customers recognise
advantages of applying on-line
Industry Acceptance – interest from other UK
government depts and overseas governments
Award Recognition – 2005
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Future Technology Model
UKvisas e- Services Data Warehouse Offices Commercial partner Applicant
Messaging Middleware FCO secure WAN VPN links to Commercial Partners
Majestic Majestic Majestic
Full Data Centralisation Majestic enables Web common front and business continuity
Make the most
- f the
Messaging middleware, to have a robust and guaranteed delivery mechanism
SSL Secure Web Connection SSL VPN Technologies
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Future Plans
Extend to all countries without commercial partners Introduce dedicated service for commercial partners who
will enter applications on-line to speed data transfer
Re-develop site to support ‘Points Based’ immigration
changes and Biometric data capture due 2007 & 08
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Foreign & Commonwealth Office Foreign & Commonwealth Office