The NETVIS and ELVIS programs were implemented by MFA Finland to improve the visa application process due to a doubling in visa applications from Russia since 2005. NETVIS launched in 2009 and introduced online visa application forms, appointment scheduling at visa application centers, and outsourcing of certain application services. It resulted in more efficient processing and improved customer service with average waiting times under 1 minute. ELVIS launched in 2012 to establish a remote visa processing center in Kouvola, Finland to handle the increasing volume of applications, many of which were processed in St. Petersburg. It aimed to utilize full capacity and even out processing peaks. Both programs transitioned Finland's visa system from long queues to more streamlined online and remote processing.

1. MFA Finland
Visa process improvement programs
NETVIS & ELVIS
Katja-Marika Puittinen & Ari Uusikartano

2. NETVIS kicked-off in late 2009 because:
• Finland Schengen visa applications in Russia had more than doubled since 2005
– in 2009 735 926 applications submitted in Finland Missions in Russia (worldwide
total 795 936 applications)
– visa application count was still constantly increasing
• no capacity nor resources in Missions to handle the increasing amount of visa
applications
– residential and office space converted into visa processing areas
• processing cannot be handled in normal office hours
– continuous 2-shift work in Saint Petersburg, overtime charges in all the Missions
• long queues in front of the Missions for customers to submit their visa applications
• visa applications were filled in improperly
– lot of manual work when processing the applications
• importance for Finnish tourism, trade, business and industry
– in 2008 more than 2,3 million Russian spent 595 million Euros in Finland
• biometrics data collection (finger prints) will increase the demand for even more
capacity and resources

3. Benefits
Online VAF
more effective application
processing
less manual work, more
emphasis on actual decision
making process
improved customer service, no
queuing, shorter waiting times
no queues in front of the
Missions
Procurement was conducted at no cost by MFA Finland. No local contracts.

4. Outsourcing
• appointment scheduling for both to the Missions and to the VACs
• visa application submission and review, incl. annexes
• application data check and enter into online VAF if in paper form
• online VAF data quality check
• call center
• visa application online tracking, sms, email
• document delivery to and from the Missions
• pass-back
• courier service (extra charge)

5. Finland VAC in Saint Petersburg
• world’s largest visa application center
• approx. 3000m2
• approx. 300 employees
• separate areas for individual applicants
and travel agents
Average waiting time is
less than 1 minute.

6. Queuing…

7. … is history!

8. Key milestones in NETVIS
• Appointment scheduling and online VAF implementation in Moscow, Russia 15.5.2010
• VAC opening in Moscow, Russia 18.6.2010
• Online VAF implementation in Kyiv, Ukraine 15.9.2010
• Online VAF implementation in Saint Petersburg, Russia 22.9.2010
• Appointment scheduling implementation in Kyiv, Ukraine 1.10.2010
• Online VAF implementation in Petrozavodsk, Russia 8.10.2010
• VAC opening in Kyiv 15.10.2010
• Appointment scheduling implementation and VAC opening in Saint Petersburg 11.2.2011
• Satellite VAC opening in Kazan, Russia 17.6.2011
• Satellite VAC opening in Lviv, Ukraine 20.2.2012
• Remote visa processing centre setup in Kouvola , Finland 6.8.2012
• Satellite VAC openings in Donetsk, Odessa and Harkova, Ukraine 14.9.2012
• Ten more satellite VAC openings in Russia during 2013
 More than 95% of all Finland Schengen visas are submitted in VACs.

9. ELVIS kicked-off in early 2012 because:
• Finland Missions processed 1 258 999 visa applications
worldwide in 2011
– application count increased by 23% from previous year
• almost 95% of the visa applications were submitted in
Finland Missions in Russia
• St. Petersburg processed 936 620 visa applications
– application count increased by 26% from previous year
• no capacity nor resources in Missions to handle the
increasing amount of visa applications

10. ELVIS
• the increase in visa applications from Russia has accentuated the
need for developing electronic visa services and the Ministry for
Foreign Affairs is reforming the electronic processing of visa
applications (LIVP = Location Independent Visa Processing)
• the Ministry has decided to set up a visa service centre in Kouvola
• by implementing this reform, the Ministry wants to ensure the
provision of high-quality visa services in Russia until the objective of
visa-free travel shared by the EU and Russia is realized
• electronic visa processing will in future level out the peaks in the
demand for visa services occurring in Finnish Missions in Russia

11. ELVIS
• during the initial stage, some of the visa applications submitted at the
diplomatic mission in St. Petersburg will be processed in Finland
• the service centre concept will also enable utilization of the entire
visa service capacity should any unexpected country-specific
changes occur in visa activities
• the pilot project was launched in early April 2012 and the Kouvola
Visa Service Centre (RVPC = Remote Visa Processing Centre) was
opened in August 2012
• during the pilot stage, the Centre employed 60 visa officers
• piloting lasted until summer 2013, after which the Ministry made
decision about continuing and expansion of Kouvola Centre

12. Key milestones in ELVIS
• First group of visa officers start 2.7.2012
• Second group of visa officers start 16.7.2012
• First visa application processed in RVPC 8.8.2012
• Third group of visa officers start 3.9.2012
• >1000 applications from St. Petersburg per day processed in RVPC 17.9.2012
• Decision by the Ministry to continue and expand the Kouvola Centre summer
2013
• Currently Kouvola site serves missions in St. Petersburg, Murmansk, Moscow
and Petrozavodsk (Kiev in process)
• Over 70 visa officers currently employed by Kouvola Centre
• About half of the overall applications from Russia are processed in Kouvola
• The processes are harmonized in the Missions using Elvis and in Kouvola

13. By going from this…

14. … to this…

15. … we have created history!
Photo: Kouvolan Sanomat
Photo: Kouvolan Sanomat

16. 21.5.2014
K-MP/AJU 18
…and scanning is revealing…
Normal light…
and UV…