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C ost Assessment of O nline S ervice D elivery in A dministration (COSDA). Helle Zinner Henriksen Associate Professor Department of IT Management, Copenhagen Business School, Denmark E: [email protected] M: +45-2479-4448. Kim Normann Andersen

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c ost assessment of o nline s ervice d elivery in a dministration cosda

Cost Assessment of Online Service Delivery in Administration (COSDA)

Helle Zinner Henriksen

Associate ProfessorDepartment of IT Management, Copenhagen Business School, Denmark

E: [email protected] M: +45-2479-4448

Kim Normann Andersen

Professor Department of IT Management, Copenhagen Business School, Denmark

E: [email protected] M: +45-2479-4328FB, LinkedIn: YES (find ME)Skype, MSN, Foursquare, Twitter: andersenCBS

Jimmy Kevin Pedersen

Head of division

National IT and Telecom Agency, Denmark E: [email protected]

Presented at the workshop on ‘Effective and Efficient eGovernment Services’

Brussels, Thursday 15 September 2011, 9:30 a.m.-17:30 p.m.

outline for presentation
Outline for presentation
  • Why study channel costs
  • The COSDA Model: Cost of Online Service Delivery in Administration
  • Brief overview of channels and their distribution of costs
  • The Copenhagen case
  • Implications of COSDA for research and practice

Cost Assessment of Online Service Delivery in Administration

objective of study
Objective of study

Develop a generic model that can be used for comparing cost estimation of online services and offline service

How to estimate actual cost of on-line channels?

  • What to factor in?
  • Canyoucomparecost of physical and on-linechannels?

Is highfrequency of use of on-linechannels a success parameter? / Is nouse of on-linechannels a parameter of failure?

Cost Assessment of Online Service Delivery in Administration

workflow models
Workflow models

Cost Assessment of Online Service Delivery in Administration

Source. KL (2001)

channels for service delivery
Channels for service delivery

Cost Assessment of Online Service Delivery in Administration

cosda
COSDA

Direct costs

Indirect costs

In-house costs

Housing

Phone

Personel costs

Training

Serviceprovider/ sourcing costs

Development

Running costs

Cost Assessment of Online Service Delivery in Administration

overall challenge
Overall challenge

Case handling

Intangible cost

Tangible cost

Direct cost

Indirect cost

Cost Assessment of Online Service Delivery in Administration

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