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C ost Assessment of O nline S ervice D elivery in A dministration (COSDA)

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: hzh.caict@cbs.dk 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)

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  1. Cost Assessment of Online Service Delivery in Administration (COSDA) Helle Zinner Henriksen Associate ProfessorDepartment of IT Management, Copenhagen Business School, Denmark E: hzh.caict@cbs.dk M: +45-2479-4448 Kim Normann Andersen Professor Department of IT Management, Copenhagen Business School, Denmark E: andersen@cbs.dk 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: jkpe@itst.dk Presented at the workshop on ‘Effective and Efficient eGovernment Services’ Brussels, Thursday 15 September 2011, 9:30 a.m.-17:30 p.m.

  2. 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

  3. 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

  4. Workflow models Cost Assessment of Online Service Delivery in Administration Source. KL (2001)

  5. Channels for service delivery Cost Assessment of Online Service Delivery in Administration

  6. 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

  7. Overall challenge Case handling Intangible cost Tangible cost Direct cost Indirect cost Cost Assessment of Online Service Delivery in Administration

  8. Bundling

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