Merge pull request #463 from cisagov/calerubensteingsa-patch-3

Update product_strategy.md

docs/product/product_strategy.md

@@ -1,34 +1,24 @@
-# .gov Product Strategy
-Purpose: Clarify our focus for developing a new .gov TLD system and align it to the needs of its users, CISA's mission and standards, and the vision for the .gov program.
+# .Gov product strategy
+Purpose: Clarify our focus for developing a new .gov TLD system and align it to the needs of our users, CISA's mission and standards, and the vision for the .gov program.
 
-## Product Vision
+# .Gov mission statement
 
-CISA intends to create a modern, user-centered, responsive web application to enable .gov registrants to manage their domain’s registration lifecycle, DNS settings, and useful supporting services. The registrar should be the central .gov hub for CISA, supporting registrant management and tracking technical performance indicators for the TLD. For CISA and registrants, the registrar should help generate insights into the security of an organization’s internet-accessible systems.
+.gov helps U.S.-based government organizations gain public trust by making .gov a well-known, reliable, and secure space online.
 
+## Product vision
 
-## Primary, Secondary, Tertiary Users
-### Primary:
-* US-based government organizations and publicly-controlled entities who use or should use the registrar
-  * _NOTE: Segmenting our audience is a separate conversation and so this intentionally broad as placeholder_
-* CISA .gov administrators
+CISA intends to create a modern, user-centered, responsive web application to enable .gov registrants to manage their domain’s registration lifecycle, DNS settings, and useful supporting services. The registrar should be the central .gov hub for CISA, supporting registrant management, and tracking technical performance indicators for the TLD. For CISA and registrants, the registrar should help generate insights into the security of an organization’s internet-accessible systems.
 
+## Problem statements
+U.S.-based government organizations and publicly controlled entities lack a clear, usable, and efficient way to apply for, register, and manage .gov domains and related infrastructure to build public trust in their online services and communications.
 
-## Problem Statements
-U.S.-based government organizations and publicly controlled entities lack a clear, usable, and efficient way to apply, register, and a .gov domain and related infrastructure in order to build public trust of their website and communications.
+CISA lacks a scalable, efficient, and secure method of managing the .gov TLD program that helps government agencies to build public trust in their online services and communications.
 
-CISA lacks a scalable, efficient, and secure method of managing the outreach and operations of .gov TLD program in order to facilitate government agencies building public trust of their website and communications.
-
-## Short-term Success for .gov
-* A production-ready, modern .gov registrar that can replace the current system with improved user experience and operational efficiency
-  * Built in the open
-  * Meeting accessibility and testing standards
-* A plan for developing capacity within the CISA organization going forward
-
-## Long-term Success for .gov
-* Increase the number of governments, currently on non-.gov TLDs, to .gov
-* Develop services to support “the security, privacy, reliability, accessibility, and speed of registered .gov internet domains” (DOTGOV ACT)
-* Sustainable long-term skills and capacity to scale up the program
-
-## Risks
-_To be prioritized and posted_
+## Objective and key results for .gov
 
+| **Objective**                                                                                                                                                                                 | **Key result**                                                                                                                                                                                  |
+|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
+| **Growth and use:** Regular growth in the overall number of .gov domains registered, with clear increases in election orgs, major metro areas, and state legislatures/courts                  | - Raw count of registered .gov domains increases <br /> - Number of YoY applications per month increases <br /> - Percent of 100 most populous cities, counties, etc. (per Census data) using .gov domains increases |
+| **Data:** The program maintains authoritative contacts at, metadata about, and hostname information for all registered .gov domains, and is able to track that .gov domains are actually used | - Time-to-generate internal reports decreases <br /> - Results of periodic data quality audit show improvements month-over-month                                                                              |
+| **User satisfaction:** Getting a .gov domain is as easy and intuitive as possible                                                                                                             | - Completion rate of form improves <br /> - Time from domain request to approval decreases <br /> - Number of domains requiring analyst data changes decreases                                                        |
+| **Program reputation and experience:** The .gov program is viewed as trustworthy and responsive                                                                                               | - Response time for inquiries decreases <br /> - Resolution time decreases <br /> - Rate of repeat issues for tickets decreases <br /> - Number of SLTT organizations in CoP increases                                      |