Visa website `downtime` disrupts application process

Source: Business Day, 25/08/2015

THE processing of new visa applications for entry into SA were
disrupted on Monday when the website of the government`s agent went
down for "maintenance", raising concerns over delays in the travel
plans of visitors.


In June last year the Department of Home Affairs appointed Visa
Facilitation Services (VFS) Global to handle all applications for
visas and extensions to visas on its behalf. No applications can be
made at home affairs offices and all have to go through VFS.


The problem for visa applicants follows numerous complaints that new
visa regulations requiring unabridged birth certificates for
travelling minors was harming the tourism sector.


The complaints have been so serious that President Jacob Zuma has
established an interministerial committee, chaired by Deputy President
Cyril Ramaphosa, to deal with the unintended consequences of the
regulations.


Home Affairs Minister Malusi Gigaba said on Monday the website was
down temporarily as VFS migrated to a new system, and would reopen on
Wednesday. The downtime would affect only new appointments for visa
applications — not existing ones. It was likewise possible for
applicants to be assisted by visiting VFS offices in person to
undertake the process manually. The issue had been highlighted on the
VFS website via a notification, said Mr Gigaba.


On Monday a visa application company that deals with VFS, and that
declined to be named, complained that the downtime for maintenance
meant that urgent or emergency visa applications could not proceed as
the only way to apply was through the website. It also complained that
there was no notification on the website advising of the maintenance
period.


VFS`s call centre referred all matters to the website. VFS manager
Rishen Mahabeer said there was a very bold notification on the website
notifying users of the maintenance period on the website.


"There is a notice that for today (Monday) and tomorrow (Tuesday) the
website will be down," Mr Mahabeer said. Existing applications were in
no way affected. "The only implication is that those who wish to make
new applications will be able to do so again on Wednesday
morning."


The website advised that applicants who wished to apply for any of
VFS`s services "are requested to plan their application and
appointment scheduling in advance (and) accordingly. We sincerely
apologise for the inconvenience caused."


Meanwhile, Mr Gigaba said home Affairs had so far adjudicated 99.7% of
the applications for special permits by Zimbabweans, ahead of a
collection deadline at the end of next month. Zimbabweans must collect
this permit — allowing them to work, study or run businesses legally —
or face deportation. Out of 198,032 applications that were
adjudicated, only 729 remained, largely as a result of missing
documentation in the application, the department said.