In an era of increasing digitalisation, it is unsurprising that many governments are looking to accelerate their efforts to digitalise key steps in the visa application process. Visa applicants increasingly expect the same intuitive and efficient services that they encounter in other areas of their daily lives. At the same time, digital transformation offers government visa authorities the opportunity to strengthen security, streamline their systems, and build more sustainable procedures. In this article, we highlight the key areas in which digitalisation can improve the visa application process, and the supporting role that can be played by visa outsourcing companies such as TLScontact.
Information discovery
Most travellers preparing a visa application will first turn to the internet for guidance. The challenge is generally not a lack of information, but rather an overwhelming abundance of it, ranging from official government websites to online forums, Reddit threads, and social media groups. This over-supply can make it difficult to know which sources are trustworthy, and in some cases, travellers risk being misled by inaccurate or deliberately false information shared on unofficial channels.
Having a well-structured website, designed in line with the latest UX principles, helps applicants find the information they need at the right stage in the process. That is what we aim for at TLScontact, with websites that are easy to use, optimised for mobile access and that incorporate interactive, step-by-step guidance, helping applicants obtain information exactly when and where they need it.
Online appointment booking and payment
Applicants today expect the same seamless online services they enjoy in other parts of their lives, from banking to healthcare. Thanks to digitalisation, they can book their visa appointments online in just a few clicks. However, behind this simple user experience lies considerable complexity. Appointment booking systems must be able to handle multiple visa categories and fluctuating demand – often across many different locations simultaneously. Secure, integrated booking platforms such as our TLSbooking solution are essential to balance customer convenience with the high level of security and flexibility required for visa application management.
Similarly, online payment solutions for global visa outsourcing operations must be compatible with diverse regulatory and technical environments across multiple jurisdictions. Secure payment gateways, compliant with local and international regulations, are required to streamline the process while reducing fraud risks. Our TLSpay platform combines online and point-of-sale payments to meet these challenges, allowing us to manage payments for government visa fees and additional services in compliance with local and international regulations, tax and settlement rules.
Digitisation of supporting documents
Most visa applications require extensive supporting evidence, particularly for long-stay visas. Traditionally, this has meant a heavy reliance on paper, with significant costs and environmental impact. Digital solutions, such as the TLSdocuments online document management platform, now allow documents to be scanned and uploaded to secure government servers, instead of being transported physically to consulates. Increasingly, applicants also have the option to upload their supporting evidence themselves, from their home or office. This reduces the need for printing, shortens the time spent at visa centres, and allows applicants to prepare their files gradually, at their own pace.
Document digitisation also speeds up review and decision-making for visa authorities, allowing for centralised application reviews, or for remote staff to support a local consular team during a period of peak demand.
Biometric enrolment
Biometric enrolment is an essential step in the visa application process for many countries and is still largely carried out in a controlled environment within a visa application centre, often using legacy systems provided by the government visa authority. However, new biometric solutions are introducing more flexibility into the process. Mobile kits can allow service providers to offer biometric enrolment at the location of an applicant’s choosing, as is the case with our Apply Anywhere service. We have also rolled out self-service biometric kiosks at centres across the United Kingdom, under our Visa & Citizenship Application Services (VCAS) contract with the UK Home Office. Ultimately, such kiosks could be installed in secure locations, outside the formal setting of a visa application centre. Biometric capture could also be carried out via smartphone, although challenges remain around data quality and fraud prevention.
Visa services are moving step by step towards greater digitalisation, combining advanced technology with a strong focus on user needs. The future of visa processing will be shaped by a balance of “high tech” and “high touch” approaches: secure, innovative digital platforms supported by dedicated, customer-focused personnel. The result will be a system that is faster, more secure, more sustainable, and better aligned with the expectations of today’s global travellers.