UK Border Agency Visa Services Network Design Project

The redesign of the network of visa sections began in January 2007 as part of our wider programme of change. The introduction of biometrics and commercial partners allowed us to think more creatively about how and where we considered applications, giving us an opportunity to restructure and make better use of our resources overseas.

The overall approach has been to move decision making from small visa sections to larger regional hubs, or processing centres:

• In early 2007, there were over 150 posts around the world working largely independently and handling all aspects of visa processing including the receipt of applications and decision making. 
• By late 2009, the number of locations in which an application could be registered had increased to over 250, serviced by fewer than 80 processing centres.

The redesign of the network has delivered three main benefits:

Improved quality and consistency of decision-making
The project has helped to ensure that applications are processed consistently, and to a high standard, across the network. Moving work from small sections to regional hubs has enabled us to ensure that visa applications are considered by specialist full-time Entry Clearance Officers and Entry Clearance Managers supported by a co-ordinated risk assessment operation and comprehensive training.

Improved efficiency and productivity
Keeping costs down is essential to enable investment in customer services, staff and the competitiveness of visa fees. By reducing our operating costs, the Network Design Project has enabled us to provide better value for money for customers.

Greater resilience and flexibility
The project has enabled us to move work from expensive and less secure environments to more stable regional hubs. As well as reducing the risks to our staff, this has provided us with a visa network that is more flexible and responsive in the event of natural disasters, political instability and fluctuations in demand.

Looking ahead
It is important that we continue to work with the full range of stakeholders - our own staff, our commercial partners, our customers and other external groups - to define what network structure is most suitable for each of our regions.  We must ensure that our staff can continue to deliver the world class visa service our customers have come to expect, while contributing to wider Home Office and UK Border Agency priorities.