Why has City of Toronto's online building permit application system seen a 30% drop in submissions over the past month?

Introduction

The City of Toronto's online building permit application system has experienced a significant 30% drop in submissions over the past month. This decline raises concerns about the system's effectiveness and potential issues affecting user engagement. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 30% drop been compared to the same period last year?

Why it matters: Seasonal trends could explain the fluctuation and help determine if this is a cyclical issue. Expected answer: Yes, it has been compared, and the drop is still significant. Impact on approach: If seasonal, we'd focus on optimizing for peak periods; if not, we'd investigate other factors.

• Considering recent changes, I'm wondering if there have been any updates to the system in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and system performance. Expected answer: A minor update was implemented six weeks ago. Impact on approach: If changes occurred, we'd scrutinize their impact; if not, we'd look at external factors or gradual deterioration.

• Thinking about user segments, has the drop been consistent across all types of permit applications, or are certain categories more affected?

Why it matters: Identifying specific affected areas can narrow down potential causes and guide targeted solutions. Expected answer: The drop is more pronounced in residential permit applications. Impact on approach: If specific segments are affected, we'd focus on those areas; if uniform, we'd look at system-wide issues.

• Considering data integrity, has there been any change in how submissions are tracked or counted in the system?

Why it matters: Ensures we're comparing apples to apples and not dealing with a data anomaly. Expected answer: No changes in tracking methods have been made. Impact on approach: If tracking changed, we'd need to reassess the data; if not, we can trust the reported decline.