The Home Office has accepted most of the recommendations from the independent chief inspector of borders and immigration on its front end services (FES) for UK visas and immigration.
This follows the publication of the inspector’s report on the issues, which produces a number of criticisms of how the system is functioning.
Among the points raised in the report are that the guidance on using the digital processes to apply for visas and citizenship is difficult to understand, that some of the commercial partners’ websites are frustrating to use, and the We Are Digital support service for those without digital skills is difficult to access through the GOV.UK website.
It also reported users saying the appointment booking system is outdated and that some digital services are not available overseas, but the Home Office’s Access UK digital application service has been well received.
Neal said: “While I recognise that the development of digital services provides new ways of working and delivering services which are less paper based, more secure and quicker, this needs to be balanced against the customer experience.
“This report highlights several concerns that need to be addressed by the Home Office and its commercial partners.
“Customers have indicated that for some of them the visa application process is their first interaction with the UK Government, and it is important to get this engagement right. Delivering an efficient and effective visa application service is in the interest of all parties.”
Improving system competency
The report makes a series of recommendations, including that the Home Office work with commercial partners and stakeholders to improve the technical competency of systems for accessing and uploading supporting documents.
In addition, the guidance to FES on GOV.UK and Access UK should be reviewed and improved, and there should be better use of data on customer feedback.
In its response, the Home Office said it has made significant improvements to its front end services but “we are keen to continue developing and improving our services to ensure they are accessible to customers who need them and are able to adapt to meet customers individual needs”.
It has accepted most of Neal’s recommendations, with the exception of the one for a post-implementation review of the FES programme, saying there is no longer a need for one as it is able to ensure any gaps in service provision are addressed.
Image from GOV.UK, Open Government Licence v3.0
