Create a future-ready IT foundation

Continued advancements and integration of cloud technology, mobile devices, social media, and business analytics have significantly reshaped discussions and strategies of the CIO’s role, says Dhiren Savla, Group CIO, VFS Global

How much has the role of the CIO changed in the last couple of decades and what further changes can we expect in the years to come?

I have always looked at technology as a catalyst of change and a driver of business vision. With the accelerated adoption of digital technology amidst the pandemic, this school of thought has found wider acceptance among business leaders.

I must, however, add that the transformation of the CIOs role began much earlier. Two decades ago, conversations about IT revolved around speed and reliability which continues to remain important, but continued advancements and integration of cloud technology, mobile devices, social media, and business analytics have significantly reshaped discussions and strategies.

I have believed in creating an IT foundation that keeps the organisation ahead of time and future ready. Therefore, a seat at the Executive Board’s table for CIOs would be imperative for businesses to stay relevant in the future.

Empowerment and ownership would help them anchor the short and long-term organisational goals. CIOs’ ability to align business strategies and application of technology in overachieving goals would be key.

What about Digital Governance? How has the operations in diplomatic missions and the field of visa issuance changed in the last decade or so?

VFS Global manages only the administrative and non-judgemental aspects of the visa application process. Visa issuance and operations of diplomatic missions are at the sole discretion of the respective sovereign governments.

I can however speak for how we as an organisation strive to stay one step ahead in line with our digital vision. We expanded key management competencies, assigned dedicated resources for further developing e-commerce and digital offerings, and strengthened data protection compliance and information security. With changes happening in customer behaviour wherein customer is far more comfortable with online and alternate channels, it becomes critical to strike balance between great customer experience and secure/compliant platform.

What are the dangers of moving online and how are we countering fraud and cyber security threats in the digital domain?

Digital transformation was inevitable. It’s just that the pandemic accelerated this change thereby inducing a sporadic surge in online consumption. Data Protection and Information Security are two separate business-critical functions at VFS Global. Over the years, we have invested significant resources in building these functions with very robust systems and controls. We are strongly committed to maintaining the highest levels of cyber security. Having already demonstrated our robust Defense in Depth strategy, we are currently implementing a project to improve cyber-maturity.

ChatGPT is certainly a very good example of what will be the possibilities in future using technology. Early experience of the technology is very promising and with technology like ChatGPT maturing and getting interfaced with other technologies, it will directly have significant and positive impact on businesses.

This includes new cybersecurity technologies at the endpoint level and implementing advanced PII Discovery and Compliance tools to ensure data stays protected throughout its lifecycle. The project also involves enhancing Cyber Incident Response Plan and tabletop exercises to ensure a well-rehearsed response to any cybersecurity incident.

The pandemic saw a sea change. Has the industry upgraded the way it should have and are we now more ready for tech and business changes to ensure BCP?

Agility and adaptability will be the two most critical attributes for businesses to stay relevant. Upgradation in line with the fast-changing business environment is essential. VFS Global continues to invest in technology to remain future-ready and future-proof.

We continue to work on new products which will be more relevant in changing work environments. At VFS Global, we strongly believe that BCP is far beyond technology. Effective BCP is achieved by well-defined and regularly tested processes, trained people and technology tools and this is owned by the leadership team.

Our adoption of AWS public cloud has brought in technologies like Elastic Beanstalk, S3, Lambda Functions, CloudFront and WAF, and good practices like the DevSecOps pipelines. We continue to work on new products which will be more relevant in changing work environments. At VFS Global, we strongly believe that BCP is far beyond technology. Effective BCP is achieved by well-defined and regularly tested processes, trained people and technology tools and this is owned by the leadership team.

Will ChatGPT transform the way we do business?

ChatGPT is certainly a very good example of what will be the possibilities in future using technology. Early experience of the technology is very promising and with technology like ChatGPT maturing and getting interfaced with other technologies, it will directly have significant and positive impact on businesses.

This will bring efficiency, accuracy and also free up resources for doing more high-end work. Possibilities are plenty and we should watch this space closely.

Dhiren Savla

Chief Information Officer, VFS Global

sunilr@cybermedia.co.in