CSC Proprietary 9/3/2014 12:58:29 AM 008_fmt_wht 1 L'offre SAV et Services Clients.
CSC Proprietary Data International Citizen Services.
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Transcript of CSC Proprietary Data International Citizen Services.
CSC Proprietary Data
Foreign Affairs Operations International Footprint
Refugee Processing locations
UKVisa locations
VIS locations
DoS RIMC locations
CSC Proprietary Data
–Basic services include visa information and appointment scheduling when appropriate via:
• Standardized applicant processing throughout Missions
• Live operator service and Interactive Voice Response Systems
• Local Operations Manager (LOM) support
• Web-based service
–Applicant Service Center (ASC) services
• Biometric capture
• Courier service
• Potential collection of MRV fee
• Applicant assistance center
• Users are charged on a fee-for-service basis and pay via: – Bank transfer (i.e., PIN solution)
– Credit card
–Central program management office providing oversight; regionalized call center services
VIS Service Offerings
CSC Proprietary Data
Mexico 12/00* Belgium 03/01* Netherlands 03/01* Luxembourg 03/01* Germany 06/01* Austria 07/01 Poland 08/01* Guatemala 09/01* Hungary 11/01* Spain 11/01* Italy 11/01* Switzerland 12/01*
France 01/02* El Salvador 02/02* Argentina 02/02*
Brazil 07/02* Ireland 09/02*
Colombia 12/02* Turkey 04/03*
Venezuela 10/03* Dom Republic 12/03*
Serbia 06/04* Peru 02/05*
Senegal 03/05 Ecuador (Guayaquil) 08/05*
Romania 10/05* Nicaragua 12/05* South Africa 2/06 Bahamas 2/06 Bolivia 03/06
Macedonia/Kosovo 05/06 Cuba 05/06 Togo 05/06
Costa Rica 06/06 Bosnia 09/06 Liberia 01/07
Uruguay 03/07 Ukraine 03/07
Honduras 05/07 Chile 06/07
Europe
WHA
VIS Missions
4040
* Denotes enhancements
CSC Proprietary Data
Turkey 04/03 Philippines 02/05 South Korea 07/04 Thailand 01/06 Israel 03/06 Australia 05/06 Saudi Arabia 05/06 Japan 07/07
VIS Missions Asia – sub to Teletech
88
CSC Proprietary Data
CSC VIS in WHA
ArgentinaAruba
Bahamas, TheBelizeBoliviaBrazilChile
ColombiaCosta Rica
CubaDominican Republic
EcuadorEl Salvador
GuatemalaGuyana
HaitiHondurasJamaicaMexico
Netherlands AntillesNicaraguaPanama
ParaguayPeru
SurinameUruguay
Venezuela
CSC Proprietary Data
AlbaniaAndorraArmeniaAustria
AzerbaijanBelarusBelgium
Bosnia and Herzegovina
BulgariaCroatiaCyprus
Czech RepublicDenmarkEstoniaFinlandFranceGeorgia
GermanyGreece
HungaryIcelandIreland
ItalyLatvia
LiechtensteinLithuania
LuxembourgMacedonia
MaltaMoldovaMonaco
NetherlandsNorwayPoland
PortugalRomaniaRussia
San MarinoSerbia and Montenegro
SlovakiaSlovenia
SpainSweden
SwitzerlandTurkeyUkraine
United Kingdom
• The EUR contract covers both Europe
and Africa
• Africa is represented graphically on a separate slide.
CSC VIS in EUROPE
CSC Proprietary Data
CSC VIS in AFRICA
AngolaBenin
BotswanaBurkina Faso
BurundiCameroon
Cape VerdeCentral African Republic
ChadComorosCongo -
Democratic Republic of the Congo
Republic of the Cote d'IvoireDjibouti
Equatorial GuineaEritrea
EthiopiaGabonGambiaGhanaGuinea
Guinea-BissauKenya
LesothoLiberia
MadagascarMalawi
MaliMauritaniaMauritius
MozambiqueNamibia
NigerNigeriaRwanda
Sao Tome and Principe
SenegalSeychelles
Sierra LeoneSomalia
South AfricaSudan
SwazilandTanzania
TogoUgandaZambia
Zimbabwe
• The EUR contract covers both Europe
and Africa
• Europe is represented graphically on a separate slide.
CSC Proprietary Data
–Basic services include visa information and appointment scheduling when appropriate via:
• Standardized applicant processing throughout Missions
• Live operator service and Interactive Voice Response Systems
• Local Operations Manager (LOM) support
• Web-based service
–Applicant Service Center (ASC) services
• Biometric capture
• Courier service
• Potential collection of MRV fee
• Applicant assistance center
• Users are charged on a fee-for-service basis and pay via: – Bank transfer (i.e., PIN solution)
– Credit card
–Central program management office providing oversight; regionalized call center services
VIS Service Offerings
CSC Proprietary Data
Fill out visa application
Pay MRV Fee
Process from applicant viewpoint
Data Entry or verification
Photo Scanning
Finger Scanning
Interview and verification
Done by EVAF over internet
Pay at Bank
Performed outside of Consulate
Data is input into CLASS from the
application
Most posts scan photos, Mexico takes
live capture.
All posts required to take 10 prints soon.
A FSO is required to verify prints and do
interview
Approved: Pay Recip
fees
Passports or BCC cards are returned by courier
service
Fill out Courier Forms
Make Appt.
Call center or Internet appt
US Visa Process
CSC Proprietary Data
Monterrey, Mexico
Consulate Matamoros
Consulate Nuevo Laredo
Consulate General Monterrey
CSC Proprietary Data
• UKvisas is a self funding Government Directorate that facilitates the entry of legitimate travellers to the UK and turns away unqualified applicants
• UKvisas is the overseas arm of Britain's integrated border management (75% Foreign and Commonwealth Office (FCO) + 25% Home Office)
• UKvisas awarded 3 Regions to CSC (A: Americas; B: Europe; F: North Africa/E. Med)– Delivering a variety of operational services (Call Centers, web information & store-
front operations)
UKvisas
CSC Proprietary Data
• UKvisas is a self funding Government Directorate that facilitates the entry of legitimate travellers to the UK and turns away unqualified applicants
• UKvisas is the overseas arm of Britain's integrated border management (75% Foreign and Commonwealth Office (FCO) + 25% Home Office)
• UKvisas awarded 3 Regions to CSC (A: Americas; B: Europe; F: North Africa/E. Med)– Delivering a variety of operational services (Call Centers, web information & store-
front operations)
UKvisas
CSC Proprietary Data
Country # VACs Go Live Date
Jamaica 1 May 31
Germany 3 July 5
Egypt 2 July 5
Switzerland 2 July 26
Italy 1 July 26
France 3 Aug 16
Jordan 1 Aug 23
Serbia 1 Aug 23
Brazil 3 Aug 30
Libya 1 Jan 3
Algeria 1 Aug 19
Canada 5 Nov 29
Turkey 5 Dec 6
Lebanon 1 Feb 22
Process engineering IT integration testing
VAC staff training development & delivery
Web content translation and delivery
VAC staff recruiting and hire via subcontractor / local CSC office
Call Center training and launch
Stand up VAC Help Desk and Knowledge Management Center
Support to on-site CSC UK Transition Manager
Provider / Location # Countries Supported
Telecom Rio / Rio De Janeiro 42
IKS / Istanbul 16
Transcom / Belgrade 42
VAC and Call Center Launch Support
Information Services Launch
Opened 29 VACs and 3 Call Centers in 7 months
What does a VAC do ?
Validates completeness of application papers Receives adjudicated applications from Embassy
Collects visa application fees Returns application and visa to applicant
Scans passport and collect fingerprints/photo Provides visa information
Packages applications and delivers to Embassy for adjudication
Enters applicant data into UKVisa database
UKvisa Rollout
CSC Proprietary Data
•Manages, operates, and updates the standardized computer refugee resettlement case management system – Worldwide Refugee Admissions Processing System (WRAPS)
– WRAPS is a distributed information management system consisting of two major subsystems:
• Overseas Processing Entity (OPE) capable of local data entry, data management, and reporting
• Central Processing Facility supporting central information management, a data repository, and central service support (e.g., Consular Lookout and Support System (CLASS) name checks, access to global statistics, external interface support)
– Overseas Processing Entities have been deployed and are being supported in the following locations
• Bangkok, Thailand (IRC) Locations Deployed and Closed
• Ho Chi Minh City, Vietnam (DoS) New Delhi, India
• Moscow, Russia (IOM) Belgrade, Serbia
• Istanbul, Turkey (ICMC) Amman, Jordan
• Cairo, Egypt (IOM) Frankfurt, Germany
• Nairobi, Kenya (CWS)
• Accra, Ghana (CWS)
• Vienna, Austria (HIAS)
• Havana, Cuba (DoS)
• Damak, Nepal (IOM)
Refugee Processing Center (RPC)