LAMP Jamaican Government

“Streamlined business processes and improves the overall level of service to clients by automating many functions which now makes tracking customer applications simple and efficient.”

Overview

Similar to Government Land Title Management Programs in every country around the world, the Jamaican government’s department of Land Administration is tasked with managing how land title rights are transferred from the deceased to their beneficiaries. If a land owner dies without leaving a will, the issue of who owns the land title rights becomes more difficult. In this case, a beneficiary needs to claim his or her rights to the land through an official government process. This process is called a Grant of Letters of Administration. This is a sensitive process which can be the target of fraud and as such it is lengthy and requires a high volume of information and verifiable legal paperwork.

In the case of the Jamaican Government Land Title Management Program, before implementing ProcessMaker’s Business Process Management solution, these applications were being carried out on paper and required many forms, photocopies, and notarizations to be submitted. Once submitted, these cases were very difficult to track and were often misplaced. In other scenarios, the information submitted in the applications was incorrect or incomplete and would require that the applicant begin the process again.

Pain Points

• All client applications went through a lengthy paper based processes featuring a high amount of information gathering from various sources. 
• Lack of automation made it difficult to track customer information and the stages of customer applications thereby resulting in a high volume of customer complaints 
• As the volume of physical client files increased, the requirements for physical storage space for the files was becoming difficult to manage. 
• The amount of time spent processing paper documents for approval increased the overall lifecycle time of the application.

Solutions

Utilizing ProcessMaker as a BPM solution, Geoland Title Ltd integrated the various modules of the Jamaican Land Title Process into a single automated process which now allows for individual client files to be created and tracked from start to finish. Here is a description of these processes:

• Client Prospecting Process: Community Field Officers assist the client in starting an application which goes through various assessment stages in order to check eligibility of applications. ProcessMaker Dynaforms contain mandatory fields and data validation, ensuring that the information entered is correct and complete. When successfully completed this process automatically triggers the Land Title Application Process.
• Land Title Application Process: This process creates output documents relating to the application which contain information entered in the previous process. These can then be notarized according to the established land regularization Titling Laws in Jamaica. Once complete, this triggers the initiation of the Surveying Process.
• Surveying Process: This process takes information from the application and issues it to survey teams in the field for the preparation of a land survey. The land survey verifies the physical attributes of the land that is being claimed. Once the land in question has been verified, the application passes to its final stage of internal verification and then final approval.

Results

Increased:

• Efficiency and transparency thanks to full ProcessMaker automation via case management, making the tracking of customer applications simple and therefore shortening the lifecycle of the application. 
• Customer Service since records are electronically searchable meaning that the user spends less time searching paper files for a client’s request.  
• Collaboration due to having an electronic system with email integration, this makes for easy access and deployment of services to any region of Jamaica.

Decreased:

• Physical Storage space now that paper is not used.  
• Wait and processing time for the end client due to the improvement of efficiency. 
• Application mistakes thanks to ProcessMaker dynaform field validation sensuring that the application information is complete and correct. 
• Paper waste due to forms being electronic.

Estimated Annual Savings in hours = 2,000

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