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