For the U.S. Department of State’s Bureau of Consular Affairs (Bureau), CGI plays a key role in supporting the U.S. visa application process. We provide services to approximately 5 million U.S. visa applicants a year in 72 countries and in 39 languages. Our services include:
- Call center support
- Onsite applicant support
- Fee collection
- Appointment services
- Offsite collection of applicant biometrics
- Document delivery providing in-country support
- Contact center services
Our solution for the bureau is called CGI Atlas360, powered by our omnichannel solution, CGI CustomerAdvance.
CGI Atlas360 allows the Bureau to leverage our worldwide network of call centers, resources and offerings. We provide a fully integrated global call center support network, fee processing, cash management and complex scheduling—all supported by cloud-based customer relationship management (CRM) software. We specialize in applicant processes such as customer applications for credit cards, government IDs and insurance cards.
As part of our approach to use the latest technologies to improve efficiency, effectiveness and security in the visa application process, we are implementing new enhancements that apply innovative machine learning application with AI and Natural Language Processing tools. The enhancement, exclusively developed for the Global Support Strategy for Overseas Consular Support Services 2.0 (GSS 2.0) Indefinite Delivery, Indefinite Quantity (IDIQ) contract, offers real-time interactive chat and email to provide information and/or interactions with applicants online, supporting the linguistic preferences of the native country as well as nuances in English terms and phraseology.
The GSS 2.0 contract is a follow-on to the current GSS Program, under which CGI provides support services that enable the bureau to efficiently process non-immigrant and immigrant visa applications at U.S. embassies and consulates located in more than 70 countries.
Learn more about CGI CustomerAdvance.
