#49

Visa Express in Jeddah - Changes Necessary

Issue: Jeddah is one of two visa issuing posts in the Kingdom. 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 the two posts and within consular waiting rooms. The
change was an initial success. However, last minute changes from Riyadh negated the
advantage of the new system and added no security benefit. We want to fix this fault.

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 a reasonable time. I t also
created incentives to issue "borderline" cases in order to decrease interview workload.

Under the current system, Jeddah is not providing quality customer service. Instead of
one-day returns, most TCNs must now endure a three to four step process over several
days. They submit their applications to travel agencies, pay an additional fee. and have
their passports returned with a letter directing them to appear for an interview. Security
has not been enhanced because the very same individuals who were originally ineligible
to submit their applications via Visa Express still come to the Consulate for interviews.

Recommendation: Jeddah should have the latitude to implement Visa Express

according to the original guidelines, i. e. Saudi nationals and TCNs with prior visas only.

Drafted: CONS Jeddah:MOrdonez. 9/24/01 Cleared: CGRLBaltimore 111