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The Foreign and Commonwealth Office (FCO) provides a range of consular services to British nationals overseas, and when necessary, their families in the UK, including giving travel advice, issuing passports, assisting travellers in difficulty or distress, and dealing with major emergencies such as terrorist attacks or natural disasters. The total cost of consular services during 2004-05 was almost £80 million. Services are provided through over 200 diplomatic posts worldwide including embassies, high commissions and consulates. This NAO report examines the challenges involved in delivering effective consulate services, including providing high quality information to travellers and influencing the behaviour of travellers; providing a consistent frontline service with cost-effective use of resources; response to major emergencies overseas and preparedness response measures.
The Consular Service of the Foreign and Commonwealth Office provides vital support to British nationals overseas. It offers a wide range of services, handling anything from lost passports to kidnap, a major crisis evacuation or verification of a document. It is the FCO's public face, and it is central to its reputation at home. Britons undertaking more adventurous travel, large expatriate populations and a series of major overseas crises have tested the Consular Service in recent years. In 2013, the FCO dealt with over 450,000 consular customers, over 17,000 of whom received personal assistance. The Consular Service has responded with a "strategic shift" to provide a more standardised and professional service. However, the strategic shift to a "smaller and better" consular service has also meant that some services have been limited or withdrawn, and standardisation has meant the end of so-called "over-service" as well as under-service. The FCO has consequently put great emphasis on encouraging self-help, managing expectations and explaining the limits of its assistance to British nationals. Despite these efforts to explain to the public what the FCO can and cannot do, there was still a significant gap between the high expectations of the public and the reality of what the FCO could provide.
The Foreign and Commonwealth Office (the Department) provides a wide range of consular services from over 200 Embassies, High Commissions and Consulates ("Posts") worldwide. On the basis of a report by the Comptroller and Auditor General (HC 594, session 2005-06, ISBN 010293617X), the Committee examined three main issues: their progress in influencing British nationals travelling overseas; developing consular services as a responsive service; and reacting to consular crises. The Department has made some significant innovations, such as working with operators like EasyJet and publishing the Rough Guide to Safer Travel, to increase its influence on those travelling overseas. But consular staff are increasingly called to help the irresponsible minority whose problems may have been avoided by greater awareness and planning before travelling, or by sensible behaviour once abroad. The Department used its existing powers to charge for consular services in just 323 out of 84,000 assistance cases. In 2001, the Department procured a casework management system at a cost to date of £3.3 million, but this has not been successfully embedded across the organisation, and has not produced the management information the Department needs to manage its consular business effectively. Issuing passports at over 100 Posts is inefficient and exposes the Department to increasing risks from fraudulent applications. The Department has improved its crisis management capabilities since 2001, although there has been slow progress in updating and testing emergency plans at Posts. The Indian Ocean Tsunami presented an extreme challenge for consular services; their call centres were overwhelmed and they were unable to assist British nationals as quickly as they would have wished.
Provides a history of the role of the British Consul, that has played an important part in world affairs. This book describes role of the appointment in serving with trading houses as the Muscovy, the Levant, and the East India Companies. It also presents how the Counsel had to face challenges such as the fallout of the package holiday revolution.