Driving Service Excellence: A Conversation with Shikhar Aggarwal, JMD, BLS International

An Exclusive Interview with Mr. Shikhar Aggarwal, JMD, BLS International Ltd, a globally trusted, tech-enabled, AI-powered service partner for governments and citizens

In this exclusive interview, Mr. Shikhar Aggarwal, Joint Managing Director of BLS International Ltd, shares insights on how the company’s AI-powered, tech-driven solutions are enhancing global government and citizen services. His leadership reflects innovation, trust, and efficiency.

Could you briefly share your background and what led you to join BLS International?

Shikhar Aggarwal: I come from a background in finance and international business, having studied at Delhi University, pursued Chartered Accountancy, and undertaken specialized training at the University of California.

My journey with BLS International began in 2014, driven by a shared vision to expand access to citizen services across the globe. What drew me to the organization was its potential to create real impact at scale—bridging gaps between governments and people.

Since then, I’ve been fortunate to help lead our global expansion, focusing on operational excellence, innovation, and strategic partnerships. It’s been a rewarding experience to see our work touch lives in over 70 countries.

What was the vision when BLS International started in 2005, and how has it evolved?

Shikhar Aggarwal: When BLS International began its journey in 2005, the vision was clear and ambitious—to touch the lives of a billion people globally by creating a differentiated service experience through innovation and technology.

At the time, our focus was on simplifying government-to-citizen interactions, making essential services more accessible and efficient.

Over the years, that vision has evolved in scope but remained rooted in the same purpose. Today, it encompasses not just scale but impact—enhancing service delivery through technological transformation, ensuring trust and transparency, and adapting to the unique needs of diverse populations across more than 70 countries and 46+ client governments.

Our commitment to innovation has remained constant, but what’s grown is our responsibility—to governments, citizens, and the communities we serve. As we continue this journey, our ambition is clear: to become the largest Indian Global Service Delivery company.

What were the early challenges in entering the global visa processing space?

Shikhar Aggarwal: Entering the global visa processing space came with its own set of early challenges. As a relatively new player in a highly regulated and trust-driven domain, one of the foremost hurdles was establishing credibility with governments and diplomatic missions.

The visa outsourcing industry is built on strict compliance, data security, and operational precision—earning that trust required us to demonstrate not just technical competence, but also an unwavering commitment to service integrity and transparency.

Another significant challenge was navigating the complexities of international operations—each country comes with its own legal frameworks, cultural expectations, and administrative nuances.

Setting up seamless, standardized processes while adapting to local requirements was a delicate balance we had to master early on.

To differentiate ourselves, we leaned heavily on innovation and agility—leveraging technology to streamline operations, enhance customer experience, and bring efficiency to every touchpoint.

These strong foundations helped us to win the confidence of governments around the world and scale our presence globally.

What do you think were the key factors behind BLS International’s global growth?

Shikhar Aggarwal: BLS International’s global growth is driven by a strong blend of advanced technology, compliance, and customer-centricity.

Our consistent investment in AI and technological innovation has transformed service delivery—simplifying processes, enhancing transparency, and elevating user experience through solutions like mobile biometrics, doorstep visa services, and AI-enabled workflows.

Trust and compliance remain at the core of our operations, earning the confidence of governments worldwide. This, combined with robust business performance, adaptability across diverse markets, and a commitment to excellence, continues to power our digital transformation and global expansion journey.

How is technology shaping service delivery across in your CPV services?

Shikhar Aggarwal: The immigration services industry is growing rapidly, driven largely by technology. This sector, encompassing immigration services and consulting valued at USD 17.96 billion in 2023, is now projected to reach USD 31.96 billion by 2031[GS1] .

At BLS International, we are leading this transformation through a technology-first approach grounded in the principles of Technology, Trust, and Transparency (3Ts) and strengthened by Speed, Scale, Security, and Sustainability (4Ss).

Through AI-driven automation, biometric verification, cloud-native architecture, and real-time analytics, we have created a future-ready ecosystem that enhances efficiency, transparency, and reliability across Visa, Passport, Consular, and Citizen Services.

Smart dashboards and predictive insights empower governments with performance visibility, while facial biometrics, liveliness detection, and automated document validation safeguard authenticity and eliminate fraud.

Citizen convenience is further elevated through multilingual AI VoiceBots and ChatBots that enable instant query resolution, application tracking, and appointment scheduling. By harmonizing technology with governance, BLS International continues to deliver secure, transparent, and citizen-centric digital services.

What drives investor confidence in BLS International?

Shikhar Aggarwal: Investor confidence in BLS International is driven by a combination of consistent performance, a resilient business model, and a forward-looking approach rooted in innovation and trust.

Our strong financial trajectory further reinforces this confidence. BLS International’s revenue multiplied 4.6x in the last five years—from Rs. 478 crores in FY21 to Rs. 2,193 crores in FY25—while operating profit surged 15.3x during the same period, rising from Rs. 41 crores in FY21 to Rs. 629 crores in FY25.

The significant improvement in operating margins—from 8.5% in FY21 to 28.7% in FY25—underscores our prudent financial management and successful execution of growth strategies.

One of the key differentiators driving this growth is our focus on technology. We’ve invested heavily in digital transformation, integrating advanced AI, automation, and analytics into our operations.

These innovations not only enhance service efficiency and customer experience but also create scalable, future-ready solutions that help us stay ahead of regulatory and demographic shifts across global markets.

Our expansive footprint—spanning over 70 countries—provides strong revenue diversification and mitigates market-specific risks. Combined with long-term government contracts, this ensures a stable, recurring revenue stream that supports sustainable growth.

What moments in your journey stand out as most defining?

Shikhar Aggarwal: Leading BLS International’s expansion into over 70 countries was a defining milestone—it proved our ability to deliver at a global scale. Winning the exclusive global contract for Spain visa services was another pivotal achievement, cementing our reputation as a trusted partner to governments.

On the digital services front, the public listing of BLS E-Services also marked a turning point, enabling us to extend essential citizen and financial services to rural India—furthering our mission to make government-to-citizen services more accessible, inclusive, and technology-driven.

Another defining chapter in our journey has been our remarkable business growth. Fiscal Year 2026 marks 20 years of BLS International’s evolution from a single-country operation to a global tech-enabled service leader working with 46+ client governments.

Over the last five years, our revenue multiplied 4.6x—from Rs. 478 crores in FY21 to Rs. 2,193 crores in FY25—while operating profit grew 15.3x during the same period, with margins improving from 8.5% to 28.7%.

These milestones not only showcase our financial strength but also our ability to build scalable, technology-led solutions that create sustainable value for all stakeholders.

What lessons would you share with young entrepreneurs?

Shikhar Aggarwal: For young entrepreneurs, one of the most important lessons is to embrace innovation responsibly. Technology should not just be about speed or scale—it must enhance security, transparency, and service quality. At BLS International, integrating AI, automation, and secure authentication transformed the citizen services space while building trust.

Equally crucial is establishing strong governance early on; credibility is the foundation of any lasting enterprise, especially when working with governments or regulated sectors.

Another key lesson is adaptability—success comes from understanding local needs while maintaining global standards. Our ability to scale at a global level stemmed from this balance. Public-private partnerships are also a powerful growth model, offering opportunities to create impact at scale.

And above all, resilience matters—entrepreneurship is a long journey filled with challenges and pivots. Staying focused, flexible, and committed to purpose-driven growth can make all the difference.

What are your key priorities for the next 3–5 years?

Shikhar Aggarwal: Our key priority over the next 3–5 years is to sustain strong, organic growth from our existing business base, targeting 20–25% year-on-year expansion.

This growth will be driven by fully deploying existing contracts, enhancing operational efficiencies, driving technology enablement and service premiumization, and unlocking synergies from recent acquisitions through backend integration and shared infrastructure.

At the same time, BLS International is well positioned to capitalize on the broader $1.5–2 billion global visa outsourcing opportunity and the expanding 14% annual visa market—representing additional upside beyond our core growth focus.

These initiatives will enable us to deliver scalable, technology-led growth while reinforcing our position as a trusted partner to governments and citizens worldwide.

Mr. Aggarwal’s vision continues to position BLS International as a global benchmark in transforming public service delivery through technology and reliability.

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