Memo Proposing Alterations To Visa Express Program At Us Consulate In Jeddah

VISA EXPRESS IN JEDDAH - SUGGESTED MODIFICATIONS

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"V Issue: Visa Express, a system of remote data entry and delivery of non-immigrant visas by selected travel agencies, was implemented countrywide this summer with the goal of improving customer service and eliminating long lines outside U.S. missions and within consular waiting rooms. The program was an immediate success improving consular workflow and enhancing security and customer service. However, last minute changes to the initial guidelines negated some gains of the Visa Express system, without improving security at this post. Background: Visa Express enabled us to efficiently process visa applications for host country nationals without the inconvenience to them of waiting in line to apply and pay. Those applicants ineligible for Visa Express (TCNs without prior visas) could enjoy faster service and a more pleasant atmosphere in the consular waiting room. In addition,' the consular staff benefited from a more manageable workflow. Several weeks into the program, in response to a heightened security posture, Jeddah was directed by Riyadh that effective immediately, Visa Express would be mandatory for all NIV applicants. Riyadh subsequently reported in August that this change increased their security and improved consular workflow by freeing up time of NIV officers for other tasks. This has not been Jeddah's experience. Visa Express in its original form was indeed a major enhancement of NIV operations for both our staff and customers. However, requiring all applicants to apply through travel agents has gummed-up the process in Jeddah. The NIV officer must now review the applications of those who were previously ineligible for Visa Express twice, once on paper and then again several days later at the window. While it is possible to . immediately issue some TCN applications without prior travel to the U.S., most are returned to the travel agency with a letter from the Consulate requesting an interview. During the summer rush, with a peak of 450 applications a day, the sole NIV officer spent an additional 3 hours a day reviewing documents of applicants who under the original system would have appeared automatically for interview. This made it impossible for the visa chief to complete the day's work within regular working hours. It also created incentives to issue "borderline" cases in order to decrease interview workload. Post is not providing quality customer service tc these individuals. Instead of one-dayservice, most TCNs must now endure a three to four step process over several days. They submit their applications to (ravel agencies, pay an additional fee, and have their passports returned with a letter directing them to appear for an interview. We do not see how security has been enhanced because the very same individuals still come to the Consulate for interview who were originally ineligible to submit their applications via Visa Express. Recommendation: Return to operating the Visa Express best practice in Jeddah according to the original guidelines. (Saudi nationals and TCNs with prior visas).