Feature Story:

Consular Affairs Introduces 'Best Practices'

Through fundamental management changes, consular managers can now meet their customers' expectations and make the most of available resources--while projecting a positive image of the Department worldwide.

Long lines are rapidly becoming a thing of the past for visa applicants, who used to camp out to guarantee their places in line the following day. Appointment systems and the use of courier services to return passports have reduced these lines, enhanced security and improved customer satisfaction.

Collecting visa fees at commercial banks or post offices offers visa applicants the convenience of making payments at a collection point near home and reduces the average wait to pay the visa fee. With applicants spending less time on the embassy or consulate compound, security and crowd control concerns are diminished.

Electronic queuing, information signs and touch-screen information kiosks have produced a more relaxed atmosphere in consular waiting rooms. Message boards continuously scroll through general information concerning consular services, and information kiosks in waiting areas allow visa applicants to learn more about processing procedures.

In addition, training programs that focus on listening skills, effective communication and time management have improved the quality of service the staff provides. These techniques help to defuse tensions and reduce stress while providing better customer service.

Professional call centers that provide consular information have also improved customer service at no cost to the government. Incoming calls on visa cases no longer overwhelm switchboards, and individual callers receive the information they require. Although they pay a fee for the service, their calls are processed quickly and efficiently, with minimal disruption to their routines.

These are but a few of the "best practices" that consular managers worldwide have initiated to achieve the balance between better service to the public and an improved work environment. Not yet content with these management improvements, however, the Bureau of Consular Affairs continues to seek ways to encourage other innovative approaches in the field and to reward the pioneers in these efforts.

Employees of the Telscape call center respond to requests for information and schedule interview dates for visa applicants in Mexico City.