The introduction of digital citizen services has added one more channel
for service provision. From a service perspective it is applauded by
e-government pundits. The actual cost of the extra channel is however not
considered in the mist of the e-government euphoria. Although there are
generic cost estimates available, we argue there is a need to further the
understanding of and share good practice with respect to channel
management for each of the basic 20 public online services as defined by
the Lisbon strategy.