Towards a roadmap for user involvement in e-government service development
EGOV'10 Proceedings of the 9th IFIP WG 8.5 international conference on Electronic government
Frequency and costs of communication with citizens in local government
EGOVIS'11 Proceedings of the Second international conference on Electronic government and the information systems perspective
Knowledge Capture in E-Services Development: A Prosperous Marriage?
International Journal of Systems and Service-Oriented Engineering
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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.