On a building-permit portal, clerks want fewer clicks per review while residents want clearer status and fewer office visits. Each group says the other's request is not valuable. What should the Product Owner do?

Civic products often have internal operators and external beneficiaries with different value definitions. Advanced Product Ownership makes both sets of measures explicit and orders work transparently rather than silently picking a winner. Staff efficiency that shortens cycle time can serve residents, and resident-clarity work can reduce clerk load, but those links must be evidenced. A frozen MoSCoW average hides the real trade-off.