Handbook of Research on E-Business Standards and Protocols: Documents, Data and Advanced Web Technologies
Governmental Service Transformation through Cost Scenarios Simulation: The eGOVSIM Model (pages 791-805), Yannis Charalabidis (University of the Aegean, Greece)
Formal methods for measuring the impact of interoperability on digital public services is emerging as an important research challenge in electronic government. The eGOVSIM model that is described in this chapter aims to provide administrations with a tool to calculate the gains from digitising and making interoperable services for citizens and businesses. The chapter presents existing methods for calculating the cost of services for the administration and the service consumers, such as the Standard Cost Model (SCM) and the Activity Based Costing (ABC). Then it goes on presenting a toolset for analytical cost calculations based on the various process steps and the information needs of each governmental service. The eGOVSIM toolset supports the definition of several service provision scenarios, such as front/back office system interoperability, cross-system or cross-organisational interoperability allowing the calculation of time, effort and cost elements, and relevant gains from the application of each scenario. Application results for two cases / scenarios are also presented, so that the reader can see the applicability and overall value of the approach. Lessons learned and future research directions for service cost estimation are also described.