Licence to passport, VFS Global will soon introduce citizen services: CEO Zubin Karkaria

VFS Global, a Mumbai-based visa outsourcing firm founded 25 years ago, is a global leader in visa services, processing nearly 30 million applications annually across 168 countries. CEO Zubin Karkaria, a Parsi priest, discussed the company's expansion into citizen services and artificial intelligence in an interview with The Indian Express. Karkaria highlighted that technology can streamline processes and combat fraud without replacing human judgment.

As global travel increases, Karkaria asserts that the visa system can handle surges in demand, though sudden multi-fold growth may pose challenges. The company manages 71 governments, subject to rigorous oversight, and operates in 168 countries with stringent SOPs, security measures, and GDPR compliance. Despite facing allegations of appointment-slot irregularities, Karkaria emphasized their zero-tolerance policy and regular audits of 20,000 employees worldwide.

When it comes to data security, Karkaria stated that VFS does not store any personal or biometric data, as everything is immediately erased after processing. They employ various security systems, including biometric verification and van tracking, to ensure the integrity of passport and visa distribution. Karkaria also discussed VFS's AI implementation, which has been in use for three years across eight governments.

AI helps detect forgery, prevent manipulation of appointment slots, and verify the authenticity of submitted documents. However, Karkaria clarified that AI deployment will not lead to a significant reduction in workforce in the near future, as human expertise remains essential in the visa process.