Cost Assessment of Online Service Delivery in Administration (COSTA) by Prof. Kim Normann Andersen

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.

Tuesday, September 13, 2011 - 12:00 to 13:00

In the presentation we first present a generic channel management model,

Cost Assessment of Online Service Delivery in Administration (COSTA).

Also, we provide an initial estimation of the variables in the model based

on our findings from a detailed case study on citizen reporting change of

household address. In our presentation we present findings from the

analysis of the data on change of address and the cost distribution for

the in-house activities involved in processing the physical received

change of address and cost of developing and running the online

application at a service provider.

The study is conducted by Jimmy Kevin Pedersen, Danish National IT- &

Telecom Agency and Helle Zinner Henriksen & Kim Normann Andersen,

Department of IT Management, Copenhagen Business School, Denmark and is to

be presented at an EU workshop in Brussels September 15.

The page was last edited by: Communications // 09/09/2011