The making of a smart consulate : a blueprint for the digital transformation of consular operations

Abstract

Foreign ministries and their network of consular missions around the world are confronted with the challenge of meeting an increasing demand from their citizens for better and more accessible consular services despite existing limitations on both capacity and resources. The changing demand patterns for consular services can be attributed to developments in transportation and communications technology (ICT), as well as global economic and sociopolitical factors that have influenced the international mobility of people around the world. In order to adapt to these new realities, this study proposes a technology-mediated approach in optimising the delivery of consular services, particularly in the deployment of artificial intelligence and other emerging technologies (AI/ET) solutions. This study identifies the prerequisites for the digital transformation of consular missions and then identifies potential AI/ET use cases in general consular functions. Finally, this study presents a five-step blueprint towards the integration of AI/ET in consular affairs, underscoring the important role played by organisational culture, technological readiness, availability of resources, specialised knowledge, and data in the digital transformation of consular missions.