Priorities and KPIs in the evaluation of digital building permit processes from different stakeholder perspectives

Abstract

This study explores the complexities of building permitting processes and the prioritization of key performance indicators (KPIs) from diverse stakeholder perspectives across countries. An initial list of KPIs was developed from in-depth interviews with field professionals. To validate this list and capture various stakeholder views, a quantitative survey was conducted among industry professionals, public authorities, and policymakers. Results reveal significant disparities in priorities, both internationally and within countries. The findings emphasize the need to tailor solutions to specific contexts and stakeholder requirements, rejecting a one-size-fits-all approach. By moving away from the notion of a mythical best practice, the research advocates for a pragmatic approach that acknowledges the multifaceted nature of building permitting processes. This is essential for addressing the evolving needs of stakeholders globally, contributing to a nuanced understanding of building permitting complexity and the importance of accommodating diverse perspectives in developing effective solutions.