E-service cost-benefit analysis in the public sector

Public e-services are very important to improve the communication among citizens and businesses on the one hand and government on the other hand. In this paper we present public e-service cost-benefit analysis methodology for assessing tangible and intangible costs and benefits. Our methodology is incorporated in the service lifecycle defined by SPIS methodology customized for e-service development and improvement, while other existing methodologies are not connected with IT service lifecycle. We also associate steps of our methodology with business process model simulations of “As-Is” and “To-Be” systems to identify cost reduction for government and customer´s savings in time.