What metrics would you use to evaluate Passport's digital permitting system?

Introduction

Evaluating Passport's digital permitting system requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will help us gain a holistic view of the system's performance and impact.

Step 1

Product Context

Passport's digital permitting system is a software solution designed to streamline the process of obtaining various permits from local government agencies. Key stakeholders include:

1. Citizens applying for permits
2. Government employees processing applications
3. City administrators overseeing the system
4. Passport's product team

The user flow typically involves:

1. Application submission: Users create an account, select the permit type, and submit required information and documents.
2. Review process: Government employees review applications, request additional information if needed, and make decisions.
3. Permit issuance: Approved permits are issued digitally, with options for printing or digital storage.

This system aligns with Passport's broader strategy of digitizing and simplifying government services. Compared to competitors like Tyler Technologies or Accela, Passport's solution may focus more on user experience and mobile accessibility.

In terms of product lifecycle, the digital permitting system is likely in the growth stage, with ongoing feature enhancements and expansion to new municipalities.

Software-specific considerations:

• Platform: Cloud-based SaaS solution
• Integration points: Legacy government systems, payment processors, document management systems
• Deployment model: Multi-tenant architecture with customization options for each municipality