UK Border Agency Visa Services Network Design Project

The redesign of the network of visa posts began in January 2007 as part of our wide programme of change. The introduction of biometrics and commercial partners allowed us to think more creatively about how and where we consider applications, and this is continuously evolving. The project is currently considering moving work between posts (from a small application centre to a larger hub), across regions and back to the UK, and is also involved in planning for new visa regimes.

There are three main drivers for the redesign of the network:

 Quality
A key objective of the project is to ensure that applications are processed consistently, and to a high standard, across the network. Work from small posts is sent to large regional hubs, or processing centres, where 100% Entry Clearance Officers and Entry Clearance Managers take decisions, developing a consistent knowledge and experience base supported by a co-ordinated risk assessment operation.

 Efficiency
By reducing our operating costs, we can reinvest in more effective and comprehensive immigration compliance operations overseas.

 Coherence and Flexibility
We currently operate in several insecure environments; moving work to hubs in more stable locations means we can reduce the risk to our staff and ensure the resilience of our operation.

By June 2008, the project had assisted with the hubbing of over 50 posts, including thirteen South and Central American posts into New York and five African posts into Pretoria. Every time work is moved, the project team relies on co-operation from posts and other projects within UK Border Agency International Group in solving IT, HR, communications and logistical issues.

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 UK Border Agency priorities.