COMPANY PROFILE. About Cox & Kings Global

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3 COMPANY PROFILE About Cox & Kings Global Cox & Kings Global Services (formerly known as Quoprro Global Services) was incorporated in 2008 & is a 100% subsidiary of the Cox & Kings Group. Cox & Kings Ltd (CKL) was established in 1758 & is the oldest travel company in the world. CKL is a public limited company with an annual turnover of USD 900 million. Cox & Kings Global Service (CKGS) is a specialist business process outsource agency which focuses on serving consular section of diplomatic missions. We render services by providing administrative support & managing non-judgmental tasks related to the entire lifecycle of a Visa, Passport & Consular application process, hence enabling missions to focus on the key tasks of adjudication. As a core business, the organization is extremely well placed to address the need of the Diplomatic missions Worldwide & focuses on addressing the concerns regarding security, integrity, speed & efficacy on the outsourced solution of the business. CKGS has its corporate office in Mumbai (India) with regional offices in Beijing, Dubai, London, Lagos & New Delhi & is in the process of establishing its offices in Washington DC & Moscow. Cox & Kings is lead by an experienced management group that has worked & has been associated with the outsourcing industry for many years & possess skill sets, expertise & vision to continue to expand the business through innovation. We value the skills, strengths & perspectives of our diverse team which holds high level domain expertise & IT literacy in the business of outsourcing. We believe training is an important tool for innovation, learning new concepts, motivation & retention. Training is physically, socially, intellectually & mentally an essential component in facilitating not only the level of productivity but also the development of personnel in our organization. Our recruitment is carried out through stringent background checks which include employment reference, character reference, gap in employment history, identity & address verification, criminal history report & medical, mental & physiological evaluation. EXCELLENCE

4 OUR SERVICES Dissemination of Information Pre Scrutiny of application Acceptance of application Data Management Biometric Enrollment Data Management Scheduling of Interviews / Appointments Document Tracking Return of Document Dissemination of Information We understand the importance of disseminating essential & accurate information to the applicants. Hence we provide information through: Dedicated multilingual website for missions Personal Assistance across counter Dedicated Contact Centre Live Chat PASSION FOR

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7 Pre Scrutiny of application CKGS conducts a thorough scrutiny of applications & documents before accepting. The documents are scrutinized by our well trained customer service officers. Our officers check the documents as per the checklist provided by the mission & strictly adhere to the CKGS standard operating procedures. Acceptance of Application at Our Service Centres We provide dedicated service centres & option for joint service centres to our client missions. Our centres are easily accessible to general public & are friendly to differently able people. We possess the expertise of collecting the applications over the counter, online & via post or through CKGS kiosks. CKGS follows a transparent process of collection of application, hence we provide a copy of the check list mentioning the documents collected to the applicants. Fee Handling CKGS collects the fee on behalf of the mission & issues clear, detail & bar-coded receipt to the applicants. We also offer various channels of payment, such as debit card, electronic fund transfer, banker s cheque, bank collection etc depending on the geographical location. Clear audit trail reports are sent to the mission on daily basis. We offer missions to customize & view the reports online through dedicated CKGS web portal. Biomentric Enrollment CKGS possess the capability of providing biometric solution to the missions. Digital photographs & finger prints are captured in accordance with the international standards set by International Civil Aviation Organisation. The fingerprints are collected digitally in the order of No biometric data regarding visa applicants of any nature is retained on any local electronic media. The entire process of collecting biometric data is monitored & recorded on CCTV cameras. The mission can view the live video of the centres through IP enabled cameras. The footage from all the cameras is stored for 3 months & then archived. The biometric data which is captured is transferred real time, subject to approved method of data transfer in accordance to the local laws. EXCELLENCE

8 Data Management service We understand the importance of data integrity & security, therefore we provide customized data management solution to diplomatic missions. We offer digitization of data & electronic storage for future reference & retrieval. Our data management service is driven by a well-developed suite of disciplined, structured - quantity processes - all wrapped within a strong data privacy & security envelope. Scheduling of Interviews / Appointments A smart web based Interviews / appointment scheduling software has been designed to help better utilization of time & to exert minimum effort. Through this integrated flexible module based on assessment criteria provided by missions, scheduling of interview / appointment can be done online & offline with measures to alert for duplication. The interview / appointment scheduling module designed to facilitate the mission to create / amend queues, visa categories, time band, weekly offs & public holidays. The appointment scheduling module is designed to be implemented as a standalone system as per the requisite of the mission. Document Tracking CKGS provides complete document tracking solutions through web based passport tracking module. Each movement of passport is tracked & traced through unique barcode system through this module. We are in the process of integrating the RFID technology with our system, which will ensure faster & accurate tracking of information through process lifecycle. Return of Documents CKGS collects the processed documents in a secured & safe manner from the mission as per the agreed schedule. All documents / passports are returned to the applicants in sealed envelopes provided by CKGS. As an option applicants can also choose to have documents / passports delivered to them through courier or it can be collected across the counter. CKGS possess the capabilities of providing the same day return of passports subject to the requirements & guidelines provided by the missions. PASSION FOR

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11 TECHNOLOGY CKGS has adopted state of the art technology to implement cutting-edge process to render seamless services to diplomatic missions. Thus enabling us to fill the imperative need to extend our scope through specific technological solutions. We are extremely sensitive to our clients concerns of security & protection of data. As our core competency, we are well placed to address the need of information security & data protection while focusing & addressing the concerns regarding security, integrity, seamless processes & efficacy of the outsourced solution of the business. The foundation of our strength is built on competitive telecommunication, well-developed technology & a team with high level of IT proficiency. The wide span of our expertise across myriad technologies & platforms enable us to handle all kind of IT requirement in present & future environments. We possess excellent domain knowledge & experience in providing technical solutions to diplomatic missions. Our level 1 technical support leverages benefits of our robust infrastructure & our technical and IT expertise. Our application consists of a comprehensive Base System that can be quickly configured as per the unique & customized requirement of the mission. Therefore, obviating the need to develop a new system from scratch whenever any mission outsources services to CKGS. Each mission in the country of deployment will include individual hardware and database servers to host & access the application & the data generated there off, thus ensuring complete data security. We have a 24 X 7 held desk that provides complete customized support solutions including, Multi-channel support solution: voice, , chat, web Enabling tools: CRM, Knowledge base, Remote diagnostics EXCELLENCE

12 BIOMETRICS Being patrons of the technology ourselves, we possess the capability to cover both the behavioral & physical aspects of biometrics. Our biometric solution covers various types of biometric techniques being deployed. CKGS biometric data capture process uses fingerprints & photograph as primary biometric identifiers. This is in addition to alphanumeric data on the visa application & identification of visa applicants. The system is designed to facilitate visa issuing procedure. Our Management information system & its performance such as analysis of risks involved, audit reporting, operational compliance reporting, vulnerability identification, ability to carry out manual data inspection, security surveillance systems & investigation workflow. We offer to perform biometric data captures strictly under prescribed format which involves installing the biometric scanners, still camera for biometric pictures, biometric sensor, appropriate background, minimum threshold quality of 99.6%. Biometric services is managed by a trained & dedicated team, at highly secured biometric booths with transfer data on real time basis & security surveillance recording for every applicant. PASSION FOR

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15 QUALITY We believe that evolution of operational procedures is a continuous process; hence, as a policy we conduct regular internal audits to ensure adherence, corrections & evaluate possible enhancements. We are a Quality Management system ISO 9001:2008 certified organization. Hence, we follow strict operational & quality control procedures of international standards. CKGS Quality Frame Work Undefined processess & scattered information Best Practice Templates Sigma Flow Toolkit Replicate proven projects & processes Define Improve Adopt Process Maps (Current) To-Be Process Maps (Improved) Proposed Changes Communicate & Collaborate Sustain Replicate Measure & Control EXCELLENCE

16 INFORMATION SECURITY CKGS has a zero tolerance policy to any incident related to breach of information security. Our prime focus is to secure information, for which we have invested in people & technology & have formulated secure policies & processes. These policies & processes are followed strictly & audited regularly. PROTECTING SYSTEMS DATA People Control Training for staff Security Awareness for staff Regular alerts Via PREVENTING UNAUTHORIZED ACCESS MALICIOUS ATTACKS Process Control Policies, Procedures & Guidelines Audits Risk Assessment SOPs Technology Control Fire Wall Restriction Virtual Private Networks Application & data Security Tiered Architecture Centralised Anti Virus solution Disaster Recovery (DR) CKGS has developed detailed policies & processes to manage disaster recovery. We have put in place control measures which enable prevent, detect & restore events respectively. As a strategy we have implemented certain measures such as deploying SAN (storage area network) technology. Therefore, enabling replication of data to an off-site location, which overcomes the need to restore the data (only the systems then need to be restored or synchronized). High availability systems which keep both the data & systems replicated off- site, enabling continuous access to systems & data. We use an outsourced disaster recovery provider to provide a stand-by site & systems rather than using our own remote facilities. CKGS has implemented precautionary measures which include local mirrors of systems, surge protection, deployment of uninterrupted power supply equipments, fire prevention measures & anti-virus software etc. PASSION FOR

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18 OUR CUSTOMER Missions We Serve Country of Operation Indian High Commission Singapore The Consulate General of India Hong Kong The Embassy of India Greece The Embassy / Consulate General of India Germany Dubai Visa India High Commission of Malaysia India High Commission of Singapore India PASSION FOR

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20 Corporate Office: Cox & Kings Global Services 504, 5th Floor, Antariksh Thakur House, Marol Makawana Road, Andheri (East), Mumbai , India. Tel: Fax: