DaaS · Product Telemetry v2

Account progress

Feature usage

Template activation

Usage

Entities & Events

Active accounts

Across 2 hosting partners

Templates live

of 10 total templates

↑ +1 this month

Stalled >28d

Nairobi BP · Kampala HL

Needs intervention

Configuring

Active, not yet live

Within normal range

Avg days to go live

12d

Across 6 completed templates

Baseline

Account onboarding status

Click account to expand · Click template row for stage detail · Stall threshold: 28 days

Integration configuration — OOB vs custom

How many accounts have configured each integration type

Integrations · one-time setup

SMS

Amazon SNS (OOB)11 accounts

Custom (partner-built)3 accounts

Amazon SES (OOB)11 accounts

Custom (partner-built)3 accounts

USSD

OOB provider7 accounts

Custom (partner-built)7 accounts

Feature usage

Click any row to expand · Avg uses = avg number of times an account uses this feature per month

On journeyOff journeyUnderstand

	Feature / Sub-feature	Journey	Avg uses / account / month	Accounts using

Avg uses / account / month = total events ÷ accounts that triggered the feature at least once · Baseline data — thresholds for high/low will be set after 60 days

3 · Template view → use %

Of accounts that viewed a template detail page, what % went on to add it to their account

All environments

Template type	Views	Added to account	View → use %	Avg time view → add
Trade License	1,840	128	7.0%	3.4 min
Sanitation Permit	642	38	5.9%	4.1 min
Building Permit	510	24	4.7%	5.8 min
Health License	388	16	4.1%	6.2 min
Business Permit	290	10	3.4%	7.1 min
Market License	174	5	2.9%	8.4 min

View → use % is low by design — most sandbox users are exploratory. Becomes more meaningful once segmented by accounts that went on to activate.

4 · Configuration changes per template

What each account modified vs kept as default across the 6 configurable sections

Requires instrumentation

Instrumentation required: events must fire when any template section is saved with changes vs saved with defaults intact. Data below is illustrative prototype — to be replaced with live PostHog events once backend instrumentation is in place.

Section change frequency — across all activated template instances

Viewing account: All metrics are per-account unless "All accounts" is selected

A · Employee Usage

Employee activity — login & session detail

Active = logged in within 14 days · Low = 1–5 logins in last 30d · Inactive = no login in 30+ days

Employee	Role	Last login	Logins (30d)	Avg session	Status

Total employee login count per week

Device & channel — employees

Device type and access channel used by employee sessions

Employee action completion time

Avg time per action type · P50 = median · P90 = slowest 10%

Employee app

Inbox backlog trend

Applications unactioned for >3d and >7d · 6-week view

First touch & throughput

Time to first employee action after submission · Applications processed per login

B · Citizen Usage

Geography

Where citizens are accessing the system from · Click a marker for detail

Device & channel — citizens

Device type and access channel used by citizen sessions

Apply-to-issuance

Flow from application start → certificate download · blue = continued · red = dropped off · select an account to view

Form drop-off & timing

Time spent at each step (P50 = median, P90 = slowest 10%) · drop-off count and rate per step

Citizen app

Notification click-through (24h)

Of notifications sent, % where citizen returned and took next action within 24 hours

Citizen app

Payment channels & success rate

Online vs offline split · first-attempt payment success rate per channel

Citizen app

Time per action

Avg time citizens spend at each step · high values indicate friction

Screen abandonment

Where citizens dropped off and how long they spent before leaving

C · Session Patterns

Sessions by hour of day

Local time · helps size capacity and plan maintenance windows

Employee sessions

12am6am12pm6pm11pm

Citizen sessions

12am6am12pm6pm11pm

Naming convention

Events

entity_past_tense_verb

Properties

snake_case

Context IDs

account_id + service_id on every event

Timestamps

_at suffix e.g. submitted_at

Durations

_seconds suffix e.g. duration_seconds

Examples: form_step_completed payment_attempted employee_action_completed notification_link_clicked license_downloaded

Property Hierarchy

properties are captured at three levels — capture once at the right level, not per-event

LEVEL 1 · SDK / Identity

Set once on login via posthog.identify() + posthog.register() — attached to every event automatically

user_id user_type citizen·employee·admin account_id service_id timestamp auto

LEVEL 2 · Session

Captured on session_started — same for all events in that sitting, queried by joining on session_id

session_id device_type mobile·desktop·tablet browser os channel web·whatsapp·ussd country city lat lon

LEVEL 3 · Event-specific

Only properties unique to that action — listed in each event definition below

duration_seconds elapsed_days sessions_count flow_started_at start events only application_id step_name action_type amount outcome … and more

Single-session timing

Event fires on completion. timestamp = end time (auto). Add duration_seconds = active effort. No ended_at needed.

Multi-session timing

flow start stores flow_started_at in localStorage. flow end adds elapsed_days + sessions_count.

Entities

11 entities · included as properties on events

user

AdminCitizenEmployee

Universal user entity across all three apps. user_type distinguishes citizens from employees. All charts filter by user_id and segment by user_type.

user_type values: citizen · employee · admin | role (employees only): document_verifier · field_inspector · approver · counter_employee · admin

Key fields

user_iduser_typeaccount_idemailphonerolecreated_atlast_login_at

Charts:All charts (filter by user_type)

account

Admin

Government city or ULB deploying DIGIT services. Top-level scoping entity — included on every event.

Key fields

account_idaccount_namecountrycitypartner_nameenvironment

Charts:All (filter)

service

AdminEmployee

A configured service instance for an account (e.g. Trade License for Lagos). Created from a template.

Key fields

service_idaccount_idtemplate_typestatuscreated_atlive_at

Charts:Acct ProgressTemplate Act.Feature Usage

application

CitizenEmployee

A citizen's license or permit application. Central entity — referenced by documents, payments, inspections, and the license.

Key fields

application_idservice_idaccount_iduser_idchannelsourcesubmitted_atcurrent_stage_id

Charts:Apply FunnelForm TimingBacklogFirst Touch

user_session

AdminCitizenEmployee

A single login session across any app. Captures device, channel, geography, and duration for all session-level charts.

Key fields

session_iduser_iduser_typedevice_typechannelstarted_atended_atcitylatlon

Charts:GeographyDevice/ChSessions/hrEmp SessionsLogin TrendThroughput

form_step

Citizen

A single step in the multi-step application form. Defines what section of the form the citizen is on.

Key fields

step_idstep_indexstep_nameservice_idfield_countis_skippable

Charts:Form TimingApply Funnel

document

CitizenEmployee

A file uploaded by the citizen with their application. Status is updated by the document verifier employee.

Key fields

document_idapplication_iddocument_typefile_size_kbstatusverified_atrejection_reason

Charts:Apply FunnelEmp Actions

payment

CitizenEmployee

A payment transaction against an application. Captures channel, amount, and first-attempt outcome for success rate analysis.

Key fields

payment_idapplication_idchannelamountstatusattempted_atcompleted_atfailure_reason

Charts:PaymentsApply Funnel

notification

CitizenEmployee

An SMS or email notification sent to a citizen. The link_url enables click-through tracking for CTR measurement.

Key fields

notification_idapplication_idrecipient_typechannelevent_typesent_atlink_url

Charts:Notif CTR

employee

AdminEmployee

Extends user with role-specific fields. Identified by user_id with user_type: employee. Role controls which workflow queue and actions are visible.

Key fields

user_iduser_type: employeeaccount_idroleemail

Charts:Emp SessionsEmp ActionsFirst Touch

license

CitizenEmployee

The issued license or certificate that concludes the workflow. Tracks issuance and download for funnel completion.

Key fields

license_idapplication_idlicense_numberissued_atexpiry_date

Charts:Apply FunnelFirst Touch

Events — Admin App

36 events

Event name	Fires when	Key properties	Charts
`template_viewed`	Admin opens a service template detail page	account_id, template_type, session_id, view_duration_seconds	Template Act.
`template_previewed`	Admin clicks Preview to see how the citizen portal will look with their current configuration	account_id, service_id, template_type, preview_duration_seconds	Feature Usage
`template_added` flow start	Admin adds a template to their account — stores `flow_started_at` in localStorage to track elapsed time to publish	account_id, service_id, template_type, seconds_since_viewed, flow_started_at	Template Act.Acct Progress
`categories_configured`	Admin saves trade categories for the service	service_id, account_id, user_id, category_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`subcategories_configured`	Admin saves sub-categories under trade categories	service_id, account_id, user_id, subcategory_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`form_configured`	Admin saves the application form field setup	service_id, account_id, user_id, field_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`roles_configured`	Admin confirms staff roles and email assignments	service_id, account_id, user_id, role_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`workflow_configured`	Admin saves the approval workflow and SLA settings	service_id, account_id, user_id, approval_levels, sla_days, duration_seconds, changes_made	Acct ProgressFeature Usage
`fees_configured`	Admin saves the fee structure (base fee, slabs, surcharges)	service_id, account_id, user_id, fee_type, slab_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`notifications_configured`	Admin saves notification channel and trigger settings	service_id, account_id, user_id, channels_enabled, trigger_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`payment_configured`	Admin saves payment gateway and channel settings	service_id, account_id, user_id, gateway, channels_enabled, duration_seconds, changes_made	Acct ProgressFeature Usage
`checklist_configured`	Admin saves the required document checklist (list of documents citizens must upload)	service_id, account_id, user_id, document_count, duration_seconds, changes_made	Acct ProgressFeature Usage
`config_field_changed`	Fires once per individual change within any config section save. One `checklist_configured` save may fire multiple of these — one per changed entity or attribute. entity_type values form_field · workflow_step · role · document · fee_rule · notification_trigger change_type values added · removed · modified attribute_changed examples (modified only) label · required · field_type · sla_days · amount · order_index · visibility previous_value / new_value (modified only) Stringified before and after values — e.g. `false → true`, `7 → 14`, `Phone → Mobile Number`	service_id, account_id, user_id, entity_type, entity_name, change_type, attribute_changed, previous_value, new_value, template_type	Config per Template
`go_live_checklist_started` flow start	Admin opens the Go-Live checklist for the first time — stores `flow_started_at` in localStorage to track elapsed time to checklist completion	service_id, account_id, user_id, config_completed_at, flow_started_at	Acct Progress
`users_created`	Admin creates the initial staff user accounts for the service (batch action in go-live checklist)	service_id, account_id, user_id, users_count, duration_seconds	Acct Progress
`employee_account_created`	Admin creates a single employee account — start of the clock for time-to-first-login measurement	employee_user_id, role, account_id, service_id, created_by_user_id	Acct ProgressFirst Login
`theme_confirmed`	Admin reviews and confirms the portal branding (logo, colour, name)	service_id, account_id, user_id, duration_seconds	Acct Progress
`boundary_confirmed`	Admin confirms the geographic deployment boundary	service_id, account_id, user_id, boundary_type, duration_seconds	Acct Progress
`go_live_checklist_completed` flow end	Admin marks the Go-Live checklist as complete — service is ready to publish	service_id, account_id, user_id, total_checklist_duration_seconds, elapsed_days, sessions_count	Acct Progress
`service_published` flow end	Admin publishes the service — it goes live for citizens	service_id, account_id, template_type, total_config_duration_seconds, elapsed_days, sessions_count	Acct Progress
ONBOARDING & ACCOUNT
`super_user_added`	Admin adds a super user to an account	account_id, service_id, added_user_id, total_super_users	Feature Usage
`org_details_edited`	Admin edits organisation / account details (name, address, contact info)	account_id, fields_changed, duration_seconds	Feature Usage
`system_users_viewed`	Admin opens the system users list page	account_id, service_id, user_count_shown	Feature Usage
`profile_viewed`	User opens their own profile page	account_id, view_duration_seconds	Feature Usage
`password_reset_requested`	User requests a password reset	account_id, reset_method · reset_method: email · sms	Feature Usage
BOUNDARY
`boundary_setup_started`	Admin opens the boundary configuration screen for the first time	account_id, service_id	Feature Usage
`osm_boundary_configured`	Admin uses OpenStreetMap to define the geographic service boundary	account_id, service_id, region_selected, duration_seconds	Feature Usage
`shapefile_boundary_uploaded`	Admin uploads a shapefile to define the service boundary	account_id, service_id, file_size_kb, upload_success, duration_seconds	Feature Usage
`excel_boundary_uploaded`	Admin uploads an Excel file to define the service boundary	account_id, service_id, row_count, upload_success, duration_seconds	Feature Usage
LOCALIZATION
`languages_selected`	Admin selects the supported languages for the service portal	account_id, service_id, language_codes, language_count	Feature Usage
`localization_edited`	Admin edits translation strings for a language	account_id, service_id, language_code, strings_changed, duration_seconds	Feature Usage
`language_added`	Admin adds a new language to the service portal	account_id, service_id, language_code, total_languages	Feature Usage
DASHBOARD USAGE
`dashboard_viewed`	Admin opens a dashboard page — measures whether accounts are actively monitoring at all	dashboard_name, template_type, account_id, service_id, referrer · referrer: direct · notification · admin_list	Dashboard Usage
`dashboard_tab_clicked`	Admin switches to a different tab within the dashboard — captures which tabs are used and how long the previous tab was actually read	tab_name, previous_tab_name, time_on_previous_tab_seconds, dashboard_name, account_id, service_id	Dashboard Usage
`chart_viewed`	A chart enters the viewport and stays visible for ≥ 2 s (fired via Intersection Observer — passive, no click required)	chart_id, chart_name, tab_name, dashboard_name, view_duration_seconds, account_id, service_id	Dashboard Usage
`chart_interacted`	Admin actively interacts with a chart — distinguishes charts that are seen vs charts that drive decisions	chart_id, chart_name, interaction_type, tab_name, dashboard_name, account_id, service_id · interaction_type: filter_changed · date_range_changed · export_clicked · drilldown_clicked	Dashboard Usage

Events — Citizen App

22 events

Event name	Fires when	Key properties	Charts
AUTH FLOW
`auth_flow_started` flow start	Citizen lands on the login / auth screen (first step of the funnel)	entry_point, account_id, flow_started_at · entry_point: direct · notification_link · shared_link	Login Funnel
`otp_requested`	Citizen submits their phone number or email to receive an OTP	otp_channel, account_id · otp_channel: sms · email	Login Funnel
`otp_submitted`	Citizen enters and submits the OTP code	attempt_number, otp_channel, time_since_otp_sent_seconds, account_id	Login Funnel
`auth_completed` flow end	Citizen successfully authenticates — session begins immediately after	is_first_login, otp_channel, attempt_number, elapsed_days, account_id	Login Funnel
`auth_failed`	OTP is wrong, expired, or max attempts reached — citizen is blocked from proceeding	failure_reason, attempt_number, otp_channel, account_id · failure_reason: wrong_code · expired · max_attempts	Login Funnel
SESSION & APPLICATION
`session_started` user_type: citizen	Citizen successfully authenticates and a session begins (fires after auth_completed)	session_id, user_id, user_type, device_type, channel, account_id, country, city, lat, lon	GeographyDevice/ChSessions/hr
`application_started` flow start	Citizen clicks "Apply Now" on a service — stores `flow_started_at` in localStorage to track elapsed time to submission	application_id, service_id, account_id, flow_started_at	Apply FunnelForm Timing
`form_step_started`	Citizen enters a form step (first field interaction or step render)	application_id, step_id, step_index, step_name, started_at	Form Timing
`form_step_completed`	Citizen passes validation and proceeds to the next step	application_id, step_id, step_name, duration_seconds, service_id	Form TimingApply Funnel
`form_step_abandoned`	Citizen exits the app or navigates away without completing the current step	application_id, step_id, step_name, time_spent_seconds, last_field_touched_id	Form TimingAbandonment
`document_uploaded`	Citizen selects and uploads a file on the document step	application_id, field_id, file_type, file_size_kb, upload_success	Apply FunnelForm Timing
`application_submitted` flow end	Citizen clicks Submit on the final review step	application_id, service_id, account_id, total_duration_seconds, elapsed_days, sessions_count	Apply FunnelKPI strip
`payment_attempted`	Citizen initiates a payment (fires before outcome is known)	payment_id, application_id, channel, amount, service_id	Payments
`payment_completed`	Payment succeeds on the first attempt	payment_id, application_id, channel, amount, duration_seconds	PaymentsApply Funnel
`payment_failed`	A payment attempt fails (used as denominator for success rate)	payment_id, application_id, channel, failure_reason	Payments
`notification_link_clicked`	Citizen clicks a tracked link in an SMS or email notification	notification_id, application_id, user_id, event_type, channel, time_since_sent_seconds	Notif CTR
`license_downloaded`	Citizen downloads their issued license or certificate PDF	application_id, license_id, channel, days_since_issued	Apply Funnel
`citizen_registered`	Citizen completes registration for the first time (distinct from auth — registration creates the account)	account_id, registration_channel, otp_channel	Login FunnelFeature Usage
`application_viewed`	Citizen opens an existing application to check its status	application_id, service_id, account_id, current_stage, view_duration_seconds	Feature Usage
`notifications_viewed` user_type: citizen	Citizen opens their notifications list	account_id, unread_count, view_duration_seconds	Feature Usage
`payment_receipt_downloaded`	Citizen downloads their payment receipt PDF	payment_id, application_id, account_id, channel	Feature Usage
`application_receipt_downloaded`	Citizen downloads the application acknowledgment receipt (proof of submission)	application_id, account_id, channel, days_since_submitted	Feature Usage

Events — Employee App

16 events

Event name	Fires when	Key properties	Charts
LOGIN
`employee_login_attempted`	Employee submits credentials on the login screen (fires before outcome is known)	account_id, login_method, attempt_number · login_method: password · sso	Login Funnel
`employee_first_login_completed`	Employee logs in successfully for the very first time — fires once per account lifetime. Paired with `employee_account_created` to measure activation lag.	account_id, role, hours_since_account_created, days_since_account_created, login_method	First LoginAcct Progress
SESSION & ACTIONS
`session_started` user_type: employee	Employee logs in and a session begins	session_id, user_id, account_id, role, device_type, channel, country, city, lat, lon	Emp SessionsLogin TrendSessions/hrDevice/Ch
`session_ended`	Employee session closes (logout or idle timeout)	session_id, user_id, duration_seconds, applications_actioned_count	Emp SessionsThroughput
`employee_action_started`	Employee opens an application and begins an action (verify_documents, request_more_info, schedule_inspection, approve, reject)	action_id, user_id, application_id, action_type, started_at	Emp ActionsFirst Touch
`employee_action_completed`	Employee submits their action outcome — paired with employee_action_started to compute duration	action_id, user_id, application_id, action_type, duration_seconds, outcome	Emp ActionsFirst TouchThroughput
`document_verified`	Employee marks a document as verified	application_id, document_id, user_id, time_spent_seconds	Apply FunnelEmp Actions
`document_rejected`	Employee rejects a document with a stated reason	application_id, document_id, user_id, rejection_reason	Apply Funnel
`inspection_scheduled`	Employee assigns an inspector and sets a date/time slot for a field inspection	application_id, user_id, scheduled_for, service_id	Apply FunnelEmp Actions
`inspection_completed`	Inspector submits their field inspection report (pass / fail / conditional)	application_id, user_id, recommendation, duration_seconds	Apply FunnelEmp Actions
`license_issued`	Approver issues the license — final employee action in the workflow	application_id, license_id, user_id, days_from_submission	Apply FunnelFirst TouchKPI strip
SEARCH, INBOX & NOTIFICATIONS
`notifications_viewed` user_type: employee	Employee opens their notifications list	account_id, unread_count, view_duration_seconds	Feature Usage
`search_performed`	Employee submits a search query in the application search screen	account_id, results_count, has_filters	Feature Usage
`search_filter_applied`	Employee applies a filter in the search or inbox (status, date, type)	account_id, filter_type, filter_value, results_count	Feature Usage
`inbox_sort_applied`	Employee changes the sort order of their inbox	account_id, sort_by, sort_direction · sort_by: date · priority · sla_remaining	Feature Usage
`offline_payment_collected`	Employee records a cash or offline payment on behalf of a citizen	application_id, account_id, amount, payment_mode · payment_mode: cash · bank_draft	Feature UsagePayments

Events — System

2 events · fired by backend, not user action

Event name	Fires when	Key properties	Charts
`notification_sent`	System dispatches an SMS or email to a citizen (used as the denominator for CTR calculation)	notification_id, application_id, user_id, event_type, channel, sent_at	Notif CTR
`application_stage_changed`	An application moves from one workflow stage to another (drives funnel, backlog age, and time-to-issuance calculations)	application_id, from_stage, to_stage, changed_by_type, changed_at, days_in_previous_stage	Apply FunnelBacklogFirst Touch

Total entities

user · account · service · application · user_session · form_step · document · payment · notification · employee · license

Total events

36 Admin · 22 Citizen · 16 Employee · 2 System

Charts powered

Across all 4 dashboard tabs

Event Volume Estimator

estimated events per month based on your account and transaction volume

Total active accounts

Accounts using the platform this month

New accounts this month

Drives one-time template setup events

Transactions per month

Total citizen applications submitted across all accounts

SETUP

200

new accounts × ~100

CITIZEN JOURNEY

11,000

transactions × ~22

EMPLOYEE ACTIONS

5,000

transactions × ~10

SYSTEM

3,500

transactions × ~7

ADMIN / DASHBOARD

750

accounts × ~75

Estimated total events / month

20,450

Breakdown

Multiplier assumptions ▾

Citizen journey (×22 per transaction)

auth flow (4) · session (1.5) · form steps started/completed/abandoned (8) · documents uploaded (2.5) · application submitted + viewed (2) · payments (1.5) · notifications clicked (1) · downloads (1.5)

Employee actions (×10 per transaction)

employee_action started + completed (2) · document verified (2) · inspection events (0.6) · license issued (1) · session overhead (1.4) · search, inbox, notifications (3)

System (×7 per transaction)

notification_sent (3) · application_stage_changed (4)

Setup (×100 per new account)

All admin config events · boundary · localization · go-live checklist · employee onboarding · config_field_changed (~30 field-level changes)

Admin / Dashboard (×75 per account/month)

dashboard_viewed · dashboard_tab_clicked · chart_viewed · chart_interacted · profile · system_users · employee notifications (ongoing monthly activity)