eGovernment front-end services: Administrative and citizen cost-benefits

Abstract

This paper proposes a cost-benefit model for evaluating front-end e-government services. The citizens' gains are estimated by calculating the citizens' time savings multiplied with their salary earned. The administrative costs and benefits are measured by time savings and the corresponding savings in terms of staff salaries. By illustrating the model through four scenarios for changes in frequency and time savings for case handling and general inquiries in a public state agency, this paper contributes to the field of development of e-government assessment methodologies. © Springer-Verlag Berlin Heidelberg 2008.