Call for Applications – Outsourcing Visa Application Collection

Call for Applications – Outsourcing Visa Application Collection

The Embassy of France in Indonesia plans to entrust a private service provider with the practical tasks involved in collecting visa applications : making appointments, informing and meeting with the public, receiving applications, collecting application fees, computer registration of applications with a form provided by the Embassy of France, sending the applications to the Embassy, returning passports, and in a possible subsequent stage, gathering biometric data.

The application must include the following points (this list is not exhaustive):

1.A presentation of the company

Main activity, outsource experience, capital structure, names of its management team.

2.Work conditions in the country

Name and presentation of potential local partners, their work restrictions, their duties in running the centre, their contractual relationship, and an overview of the guarantees they can provide for swiftly opening a centre given any local administrative constraints.

3.Provisional timetable for opening the centre

A detailed provisional timetable including the various steps in the project.
Time needed to put it into practice as from the signature of the agreement.

4.Premises for the outsourced centre

a-Location, accessibility:

Address (attach a map of the city indicating where the centre is located in relation to the Embassy).
Transportation and time it takes to get there from the Embassy.
Accessibility (public transport, parking, handicap access).
Photos of the building (exterior and interior).
Opening hours for the public.
Description of security measures for the premises during and outside opening hours.


Total area, area of the different zones, total number of work stations, counters (distinguishing between the various types of counters: reception/information desk, payment counters, application counters, biometrics, passport returns). Attach a detailed map of the premises and how the outsourced centre space is organized.

c-Extension to include biometrics – joint outsourcing - Bali:

Description of the space with a view to introducing biometrics.
Possibility of outsourcing with Schengen.
Possibility of extending the outsourcing in Bali.


Total number of persons working in the centre (attach a provisional organizational chart of the centre with if possible the names and curriculum vitaes of managers).
Additional workers in peak periods and with biometrics.
Distribution of workers in the centre.
Hiring procedures, staff profiles, salary conditions, human resources policy.
Content and length of training for staff working at the centre.

6.Service fees

Nota Bene: Service fees invoiced by the service provider should be within a range set by the Visa Code (EC Regulation No. 810/2009 of 13 July 2009 JOUE L.243).

Basic service package rate including tax (in local currency and in euros).
Details of services included in the basic package.
Details and amounts of additional services (in local currency and in euros).
Supplement with biometrics (in local currency and in euros).

Indicate what the range of fees would be if there is joint outsourcing with one or more Schengen partners.

The service provider should grant 5% in complimentary services with regard to the total number of applications. Otherwise the company will not be chosen.

For information purpose only, there were a total of 31136 visa applications in 2008 and 2009.

7.Applicant information, making appointments, tracking applications

Description of the computer technology to be used for public information, making appointments, and tracking applications by the service providers and applicants
Opening hours of the call centre and the services it offers
Number of persons working in the call centre

8. Description of the internal procedures for collecting applications (with and without biometrics) and passport return

- Dealing with the public
- Dealing with VIPs, bodies approved by the Consular Authority (travel agencies, companies that have signed a partnership agreement) and any person who has been described positively by the Consular authority

9. Conditions for gathering and storing data

Description of the measures taken to comply with Point 9 of the General Conditions.

10. Protection of applicants’ personal data

Description of measures taken to comply with Point 14 of the General Conditions.

11. Service quality control

Measures to be used by the service provider

- To verify that all points in the General Conditions are being complied with and that the quality is consistent.
- To resolve legal incidents with an applicant.

12. Monitoring by the Consular Authority

Measures to facilitate monitoring by the Consular Authority of how the outsourced centre is run

13. Presentation of applications

The application must include a detailed summary.
Approval must be granted by the service provider for a period of two years, with a clause for an annual meeting. The choice will be made by an ad hoc committee in France.

Service companies that would like to apply to assume these tasks can write an email requesting the General Conditions by 30th march 2010 to the following email address

Companies willing to apply must inform the Embassy of France in Jakarta by 30th March 2010 before 1 pm.

An informative meeting for the interested companies will be held on 31th March 2010. The place and time of the meeting will be confirmed subsequently.

The application must be submitted in an officially sealed envelope in five copies with at least two of them in French by 30th April 2010 before 1 pm.
An electronic version (.doc/.xls/.pdf) of the offer will also have to be given.

The outsourced visa centre is scheduled to open on 1st October 2010.

Diterbitkan pada 03/03/2010

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