Independent report
An Inspection of UK Visas and Immigration Front End ÌìÃÀÓ°Ôº (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.
Documents
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 ÌìÃÀÓ°Ôº (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 ÌìÃÀӰԺ’ (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
Updates to this page
Published 25 November 2021