Pass applications without the trip to reception
My role: Technical product manager. I managed its development in a team of four: bringing all parties together, defining requirements and steering design and implementation.
- Role
- Technical product manager
- Team
- Team of four
- Users
- Permanent pass holders, visitors, pass office and security
- Type
- Self-service portal and pass office app
- Outcome
- Less footfall at Port Reception
The problem
Staff, contractors and visitors from the Port and its partner companies all need passes to access the Port, and every request has to go through security. Pass holders also renew their passes every year and buy car parking permits. Much of that work came through Port Reception. The Port needed a better way for people to apply, one that served customers well, kept security checks rigorous and eased the load on reception.
Key decisions
Two connected products. A self-service portal where any permanent pass holder can renew their pass each year, buy car parking permits, complete their GSSAT training and apply for escorted and unescorted visitor passes, and a pass office application for the staff who check and issue passes. Each side gets a tool built for its job.
Secure sign-in without the hassle. Permanent pass holders confirm their pass number and receive a one-time access code by email that expires after a short time, so the portal stays secure without another password to remember.
Sponsors request passes. Any permanent pass holder can apply to become a sponsor, and HR contacts at the Port and its partner companies act as sponsors for their employees and contractors. Once approved, sponsors register visitors or escorted visits themselves and are responsible for payment where it applies. Each visitor gets a reference number and an email link to complete their own onboarding.
Security built into the workflow. Every request goes through security approval, with additional checks where needed, and identity is confirmed before a temporary or permanent pass is issued.
Fast at the desk. Pass office staff can find any request by reference, applicant name or QR code, and see who is arriving today, tomorrow or later.
What I did
- Managed development of the new Pass Application System in a team of four, bringing the pass office, security, sponsors and partner companies together on a complex project.
- Defined requirements for both sides: sponsor and applicant self-service, and the pass office tools for onboarding, identity checks, security approval, visits and pass issuing.
- Documented how both products work, to support testing and training.
The result
The system reduces footfall at Port Reception and improves the service the Port gives its customers. The business recognised the team for its professional design, excellent functionality and the collaboration it took to deliver.
What I learned
Small details can cause big problems. After launch, people who didn't work for the Port were struggling to sign in. The data showed why: most were choosing the single sign-on option labelled "Port of Dover", which was meant only for employees. Renaming it "Port of Dover Employees" cut sign-in queries by 75%.
It taught me to test every label with the people who will actually use it, not just the people who built it.