United Nations Public Service Awards Case Studies

The Survey and Land Registration Bureau is the governmental body in charge of land, aerial and hydrographic survey services, and the registration of real estate properties in the Kingdom of Bahrain.

The SLRB oversees land and property transactions in the Kingdom of Bahrain. The transactions create a huge amount of files, paperwork, and overtime; processes had become unwieldy and bureaucratic. The SLRB’s General Directorate of Resources and Information Systems team under the patronage of its project director H.E. Shaikh Mohammed Al-Khalifa set out to deploy new technology to enhance workflow and improve security to advance the organization’s productivity, efficiency, and service performance.

The Challenge was to automate key manual registration processes and enhance efficiency of operations of its Land Registration and follow-up Directorate.

Incidents of lost files have fallen dramatically – generating an immediate efficiency gain as teams no longer spend valuable time searching for files. By encouraging teams to scan files at set points, the RFID project team has also ensured that predefined best practice for 16 key registration workflows are rigorously followed.

This benefit has helped the Registration & Follow-up Section to significantly improve its performance of efficient registration processes in giving better, smarter, quicker and effective services to its citizens and people in Kingdom of Bahrain.

The Registration Files which were taking up to three months to process. Now, the majority of various registration service requests from the public are concluded between seven and ten days. Complying with audits is also much easier and more efficient as a log is generated every time a file moves from one area of the building to another. Moreover, the security of data and files is protected – alarms are triggered if files are moved outside the building.

What is the initiative about? (the solution)
Achievements which were implemented are listed as below; Business benefit: Due to implementation of workflow processes as the entire transaction of varied nature were mapped and broken down into tasks which brought improved efficiency, productivity into its overall performance. Other Benefits which accrued out of this automation was; Productivity: Files often take up to three months to process. After implementing of RFID most files are processed in Seven to ten days (depending upon the complexities of the transaction - if it is a legal case and an injunction from court section is there, takes longer duration depending upon how the matter is settled by the judiciary process of law and what judgment is given). Reduced costs: The streamlining of processes, automation of manual tasks, and access to real-time information from any desktop reduces costs. Moreover, a huge amount of time has been recouped as teams no longer need to spend time hunting for files Enforce best practice: Workflow monitoring ensures the correct implementation of rules and guidelines for handling files are adhered to automatically and a flag is shown if the processes are by-passed, in-built auditing is done to oversee all transaction are going as by set legislative rules and regulations Enhance performance: The system reveals where files or processes are being held-up using Key Performance Indicators (KPIs). This helps internal management to know work productivity by its integral staff Security: Data confidentiality and the security of files is protected as prime strategy The Solution: Latest RFID data capture technology used to bring better operational time, productivity with smarter technology resources to complete registration processes productively and efficiently. By deploying the latest RFID technology with contactless data capture. Every new file has an RFID tag attached to it and, with 28 RFID readers and 110 antennas completely covering the seven floors of the building with non-line-of-sight data capture, files are tracked as they move throughout the premises. With its well defined 16 key workflows for managing files that are monitored (users acknowledge the receipt of files and completed transaction using desktop RFID USB readers) to ensure teams comply with best practice. The location of every file and its history is available on a web-based dashboard. Should files become lost, the last location can be traced using the report (collected in real-time) that details the position of files. The file can also be searched for in its last known location using Motorola’s handheld RFID Reader with integrated RFID scanner. The impact measured quantitatively and qualitatively; The time spent searching for files has been recouped, workflow processes are being followed closely, and management is able to measure progress against KPIs in real time. These benefits are greatly enhancing productivity. Costs are also falling by streamlining processes and automating key tasks, whilst the confidentiality and security of data is enhanced and rigorously protected. Giving the citizens of Bahrain enhance workflow capability with improved security to advance the organization’s productivity, efficiency, and service performance and delivery of its Deeds.

Who proposed the solution, who implemented it and who were the stakeholders?
The proposed solution was proposed, piloted and initiated with the blessings of the Project sponsor and our Head of SLRB H.E. Shaikh Salman Bin Abdulla Al-Khalifa. Successful Pilot run of this project was carried out and supervised personally by Shaikh Khaled Bin Humood Al-Khalifa and finally SLRB’s General Directorate of Resources and Information Systems team under the patronage of its project director H.E. Shaikh Mohammed Al-Khalifa set out to deploy the new RFID technology implementation. The initiative of the project was managed by the Project Manager, Burzin P. Bharucha, Consultant / Advisor (IS), from the Office of General Director Resources and Information Systems, SLRB. And its project team, which included Maryam Sabt and Mohammed Al-Binali (under the direction of H.E. Shaikh Mohammed Al-Khalifa and Shaikh Khaled Al-Khalifa), who invested considerable time in reviewing and answering tender responses in line with the complex workflow requirements of the project. After a tooth comb review process awarded the contract to two firms who provided a joint collaborated solution. Almoayed Data Group, based in Bahrain, to provide the necessary and related RFID hardware and TrackIT, based in Dubai, the software and the necessary RFID knowledge-share. The stakeholders of this project were; Survey & Land Registration Bureau being the main stakeholder of this project. Project Sponsor: His Excellency Shaikh Salman Bin Abdulla Bin Hamad Al-Khalifa Project Director: His Excellency Shaikh Mohammed Bin Khalifa bin Abdulla Al-Khalifa Project Initiator: His Excellency Shaikh Khaled Bin Humood Bin Abdulla Al-Khalifa Project Manager: Consultant / Advisor (IS), Mr. Burzin Phiroze. Bharucha Project Core Team Members: Mr. Mohammed Al Binali / Ms. Maryam Khalifa Sabt Project User Acceptance Testers (UAT): Land Registration & Follow-up Directorate Team Members Project main Implementers: TrackIT Solutions FZ L.L.C, Dubai Project Partner / Implementer: Almoayed Group W.L.L., Juffair, Kingdom of Bahrain The greatest benefactors of our implementation of RFID services were by our very own people and citizens of Kingdom of Bahrain including Private Sectors, Industries all who would register their Properties.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
Covering SLRB’s large headquarters with RFID was a demanding task. The proof of concept involved a detailed evaluation of the maximum range of the RFID readers installed in the premises (including the accuracy of the data capture) and the transmission of data by the antennas to the back-office system. Thus after evaluating several solutions from varied vendors Proof of Concept (POC), Motorola’s contactless RFID technology was selected. The main consideration and objective summary of the project was to have a complete automation and transparent operational workflow that could achieve by using “Radio Frequency Identification Device (RFID) based File Tracking Management System (FTMS)” which would track our “introduction (Registration) file(s) – Muqadama” movement and give an accurate and exact status of each file and its location within our H.O. Premises along with its work-in process of completion. The solution would also give a full history of file movement and completion of each workflow processes to SLRB management as well as to the citizens, thus ensuring time efficiency, accuracy and productivity; confidentiality, safety and complete data security. The General Director of Resources and Information Systems along with its techno-commercial team ventured on behalf for Directorate of Land Registration and Follow-up to Implement a mechanism wherein all stakeholders and citizens get a win-win situation. Thus, by implementing the RFID based File Tracking Management System (FTMS) Incidents of lost files were fallen dramatically – generating an immediate efficiency gain as teams no longer spend valuable time searching for files. By encouraging teams to scan files at set points, the RFID project team has also ensured that predefined best practice for 16 key registration workflows are rigorously followed. This benefit has helped to significantly improve the performance of the SLRB. Files could take up to three months to process. Now, the majority of service requests from the public are concluded between seven and ten days. Complying with audits is also much easier and more efficient as a log is generated every time a file moves from one area of the building to another. Moreover, the security of data and files is protected – alarms are triggered if files are moved outside the building. Conclusively; We have significantly improved our service to the people and citizens of Bahrain by creating a more efficient and productive way of handling the huge volume of files and paper that we deal with on a daily basis. Add in the security benefits and the fact that we have reduced costs by enhancing our efficiency and it’s clear that this project delivers against the wider vision of the Bahrain Government of using technology to become leaders in the provision of public service.

b. What were the key development and implementation steps and the chronology? No more than 500 words
The key development and implementation steps and the chronology was as; The Proof of Concept (POC) involved a detailed evaluation of the maximum range of the RFID readers installed in the premises (including the accuracy of the data capture) and the transmission of data by the antennas to the back-office system. Almoayed strongly recommended Motorola’s RFID technology. SLRB agreed with the recommendation for several reasons as “The readers worked across the longest range and always synced with the newest Gen 2 RFID tags in tests. The technology also complied with European Technology Standards Institute (ETSI) protocols – a requirement for all communications systems used by Bahrain’s government departments. Moreover, the Motorola equipment is very rugged and reliable; this technology must work 24X7 all year round and we believed the products would provide trouble-free operation.” In all, 110 RFID antennas including the AN-400 wall mount (with two filament antennas) and AN-480 wall mount (with single filament antennas) and 28 X R 480 Gen 2 RFID Readers were installed at strategic points across SLRB’s building. The net result is the blanketing of the premises with RFID coverage. Also, SLRB deployed 20 UHF handheld RFID USB Readers. The devices are equipped with scanners that enable employees to log in files when they receive them by scanning the tag and to search for misplaced documents (in the area where they were last traced). “We selected the UHF RFID USB Readers as they were very easy and comfortable to use, the scanner is very accurate, and the build quality is excellent to ensure trouble-free operation as well as completion of assigned workflow and its last read.” All of the data recorded by the RFID system is communicated by the antennas to the bespoke operating software. TrackIT developed a unique software For the underlying software TrackIT wrote an original web-based system using a .Net framework. This application uses Microsoft BizTalk application suite to capture and send information from and to the RFID tags. And it applies SQL server and its related database to store and manage all transactions and its entire operations. SLRB also worked very closely with TrackIT to map 16 key registration workflows processes of which some are mentioned herein; Amra, Waqf, New Registration, Sales, Mortgage, Exchange, Compensation, Change in Status, Gift – Land, Farm, House, Semi-Public domain property, Royal Gift – plot, housing unit, land. The workflows include scanning of the tags at key points so that the progress of jobs can be tracked and traced from the moment a file is created to the completion of the process. The application is accessible from any PC and provides a dashboard that displays the location of all files and the progress of every job in real time.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
The SLRB oversees land and property transactions in the Kingdom of Bahrain. The transactions create a huge amount of files, paperwork, and overtime; processes had become unwieldy and bureaucratic. Thus, a need to deploy new technology to enhance workflow and improve security to advance the organization’s productivity, efficiency, and service performance was indeed a final solution in combating the growing demands of the necessity evil. 1. Due to the simple reason of delivery issues, the natural delays of necessary shipment from Motorola Incorporation, USA occurred as the RFID Antennas were going through versioning change of their respective EPROMs, thus it delayed the process of shipment by almost 2 weeks therefore the delivery which was scheduled to be within 8 weeks, took almost a total of 10 weeks. 2. Secondly there were several issues and bottlenecks faced after the Motorola equipment landed into the Kingdom of Bahrain Customs it went through quarantine / cooling down process, whilst the vendor Almoayed and Track IT were very meticulous in clearing all the questions raised by the relevant authorities. There another 3 weeks were lost in only convincing and getting the necessary approvals and clearances from MOT – Ministry of Transport and TRA – Telecommunications Regulation Authority. 3. Thirdly, the health scare which went across the SLRB premises for the want of clearances that the devices are not health hazardous. Time was lost here as it took another 2 weeks to get the relevant papers from WHO – World Health Organization, MOTOROLA, IEEE and other bodies. After which all inhibitions and issues raised was soundly resolved. 4. So overall the project was delayed by about 8 weeks. As the shipment delays were envisaged we had drawn up the contingency plan but were put into a dilemma from the 2 risks (Health hazard and Frequency clearances) which were raised all of a sudden, and we did not make any provisions or envisaged it to ever occur or thought it this way. As all of the warnings, restrictions and cautions were tagged and printed on the RFID devices. On seeing what was the final delivery of the project and in spite of facing the above archaic trepidations the overall project’s final delivery was successful and a unique implementation of such a huge magnanimity of the very 1st RFID – File Tracking and Management System in the Kingdom of Bahrain and the very 1st of its installation in the whole of the Middle East and MENA region was achieved with a great fanfare. Bottom-line, we got to learn to how to cater to even some unknown formalities so as to buffer the project final implementation scope. Overall the project when it was implemented and launched on April 14, 2010, brought a great appreciation and a big smile, customer delight and joy to all its users and citizens for having implemented such a Lucid and perfect system.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
A well-defined and clearly articulated Project Implementation Plan was devised before the start of this project, out-lining each and every activities of how the whole project shall be done and what will be necessary contingencies if in case of certain probabilities were envisaged such as delivery delays et al. Thus, all the 6 - Process group areas were used in executing the project, i.e. of Initiating, Planning, Executing and monitoring, controlling and finally of closing of the project. As well as the 9 - Knowledge area management were used in order to break-down the whole implementation of this project into varied activities such as; integration, scope, time, costs, quality, human resources, communications, Risks and finally procurement management. Starting from the project duration and the required resources were defined, allocated and each person involved in this implementation were called and their job description including what is expected from them was defined, understood and a signoff was taken thereof so as not have any deviations from its actual delivery. Also the project scope exclusions were articulately defined so as not to create any project delivery anomalies. Project was monitored in the below way; • Clear Project Description from project kickoff in terms of Goals, objectives and requirements • Defined Project Scope and Plan • Skill Set Requirement and resources availability from all stake holders • Assumptions & Issues Schedule • Deliverables & Acceptance Criteria Schedule / Effort • Critical Success Factors Risk Summary • Best Practices /Lessons Learnt/ Retro Feedback • Communication Hierarchy and risk mitigation • Communications & Status Meetings • Change Control process • Project Issue and Risk Management • Project Resource Management • Project Communications This was followed by a methodology, if in case there is any deviation to the project scope and change management procedure will have to be raised so as to agree upon the new changes. Thus, all relevant responsibilities of the client and all the persons involved in successfully implementing of the RFID was defined, certain assumption made and a clearly well-defined milestones were assigned; • Material delivery • Completion of hardware installation and testing of the same • Completion of User Acceptance Tests • Documentation & Knowledge transfer • Project Closure • Signoff • After go-live support and patching of user-level bugs and minor changes The total cost of the whole RFID project implementation 1st Phase and 2nd Phase was in the range of approximately BHD 130,000 USD 345,000.

Is the initiative sustainable and transferable?
The solution uses the standard Ultra High Frequency (UHF) – European standards. (ETSI) with Gen2 UHF RFID Tags (Universal Dual zone tags). With RFID tags and readers installed at various and appropriate point of locations within the SLRB Head office building premises, the solution is able to track and record the complete movement of its introduction files through each and every zone / location it passes within its Head Office premises. The RFID File Tracking Management System maintains a meticulous log of every file movement of the Introduction files within the SLRB premises. These results in an efficient workflow process execution allowing the management to know of the exact status of every introduction file where it is and at what stage of work (Process), and completion of its KPI’s has reached. Thus, we have significantly improved our service to the people and citizens of Bahrain by creating a more efficient, transferable, replicated and productive ways of handling huge volume of files and paper that we deal with on a daily basis. Add in the security benefits and the fact that we have reduced costs by enhancing our efficiency and it’s clear that this project delivers against the wider vision of the Bahrain Government’s 2030 Vision of using technology to become leaders in the provision of public service. Also the sustenance of the RFID system is done through qualified and dedicated teams both internally and externally through and as per terms of contractual obligation of 3rd party vendors and contractors to see its upkeep and maintenance of its smooth operations on a day-to-day basis. After the launch of this very first initiative of by the only government agency like SLRB and of course the very first in Middle East and MENA region many followed suite, thus ongoing visits by various neighboring countries I.T departments of various other Government Agencies from Bahrain within and OMAN, UAE – (Abu Dhabi, Dubai) have taken place to replicate the same solution in some ways or different application usage is being currently discussed with prospective vendors. Also we were invited in RFID Middle East Conference to speak on our launch of RFID Technology. A white paper has been created by MOTOROLA INC. to be soon published on their International Website for our Implementation as a CASE STUDY for the world to see and replicate the technologies relevant to them accordingly.

What are the impact of your initiative and the lessons learned?
The Radio Frequency Identification Device (RFID) based File Tracking Management System’s (FTMS), tracks “introduction (Property Registration) file called in Arabic as ‘Muqadama’” movement and gives an accurate and exact status of each file and its location. The solution also gives a full history of file movement and completion of each workflow processes to SLRB management as well as to the citizens, thus ensuring time efficiency, accuracy and productivity; confidentiality, safety and complete data security. The RFID based system’s unique multi-user, multi-purpose excellent real time application systems uses a combination of world renowned technologies like “Motorola RFID devices, Microsoft – BizTalk Enterprise Suite and Track-IT’s – RFID File Tracking Management System Software”. This particular RFID technology deployed at SLRB uses the latest in Data Capture Technology with non contact non-line-of-sight information capture. The solution provides with management information systems based reporting on any file or group of files STATUS and also provides varied productivity reports such as no. of Files, completed under work-way, files segregated into various workflows and gives productivity per resource of his is job achievement and accuracy of how they have progressed daily / weekly / monthly as well as the complete mapping of file movement integrity of processes is adhered to with key performance indicators of job allocation’s for management overall review and for continuous improvement in applying of relevant trainings and gaps if at all in the system so as to improvise its day-to-day productivity of final delivery of its job completion. Thus the impact of implementing the RFID system implementation has been a “one of its kind in the whole of Middle East and MENA region”. The biggest lessons learned whilst and after implementation of this RFID System was how creatively we can still better our day-to-day operations by using and creating more better opportunities by enhancing our users skill-set of operations, enhancing of users productivity and efficiency by imparting continuous trainings of simple processes in doing it in a much better ways by further tweaking requirements. As by now we have become the pioneers and first users of RFID technology system which is being used LIVE for “FILE TRACKING & REGISTRATION PROCESS” in our daily operations of REGISTRATION & FOLLOW-UP Section for our Survey & Land Registration Bureau. We are still enhancing our processes so as to achieve ultimate CUSTOMER DELIGHT in giving the best SERVICES POSSIBLE and it will and shall be our continuous effort to improvise and make it better always.


Institution Name:		Survey and Land Registration Bureau
Institution Type:		Government Agency
Contact Person:		Burzin Bharucha
Title:		Advisor Information Systems
Telephone/ Fax:		+973-17577992
Institution's / Project's Website:		+973-17577915
E-mail:		burzinb@slrb.gov.bh
Address:		Building 119B Road 383 Block 304
Postal Code:		332
City:		Manama
State/Province:
Country:		Bahrain

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information