A Cost Performance Model for Assessing WWW Service Investments:

Appendix A. Detailed Directions for Worksheet

Access for Agency Staff and Other Users

Each Internet service will involve users communicating over the Internet. Depending on the particulars of the project, it may be necessary for users to be able to browse the WWW, receive and respond to electronic mail, communicate with one another, and have access to specially developed internal Intranet applications. The users might be the public at large, agency staff, staff in other agencies and affiliated provider agencies, business partners, or clients.

In order to be successful, it may be necessary to provide hardware, software, Internet access, and training on both general software and on your particular service. For services aimed at the general public, user access is typically not subsidized by the project and general WWW competency is all that is required. For users within the agency or perhaps for non-profit affiliates, the cost of necessary components should be included when planning the project. You may have this infrastructure in place, or it might need to be developed further for a successful project. While this equipment might serve other purposes in addition to the specific activities of the Internet-based project (such as general office automation and communication), if it is necessary for the success of the project its cost must be considered in the cost of the entire project. How much of the cost is charged to the Internet project varies depending on circumstances.

Line	Infrastructure Costs	Description
3	Hardware for End Users	This should include PC's capable of supporting Internet access, either dial-up via modem or network-ready for LAN access to the Internet. The annual cost should include hardware upgrades on a periodic basis.
4	Software for End Users	This includes network software, WWW browsers, electronic mail systems and gateways, other Internet software, and security software. The annual cost should include software upgrades.
5	Network and Internet Access for End Users	This category includes all capabilities needed to provide access to the Internet services from the end users' PCs. In almost all cases, a unit external to the agency that provides access to the Internet will be involved. This "Internet Service Provider" or "ISP" can provide access to the Internet in a number of ways. Individual accounts with dial-in access to an ISP provides an inexpensive starting approach that grows as the number of users increases. This approach requires modem access, either directly or through a LAN, for each user of the services. Alternatively, an agency's LAN or mainframe computers may be connected to the Internet through the ISP, through either a dial-up or leased connection. The latter comes at a higher cost but with increased flexibility and level of service. Connecting through a LAN or mainframe involves security considerations because, depending on the configuration, other Internet users may gain unauthorized access to agency resources. What exactly is included depends on whether you intend to use dial-in from individual PC's or connect through a LAN. For dial-in access, this typically includes modems, phone line charges, and Internet access accounts. For LAN access, this may include network interface cards, hubs, routers, switches, firewalls, data line charges, and ISP accounts.
6	Other Vendor Services	This may include network design and installation, PC configuration, and maintenance.

Line	Human Resources Costs	Description
7	Start-up Process for Equipment	This should include costs of the purchasing department as well as the installation and testing of the network if that is to be done in-house.
8	Procurement	This includes all costs related to managing the outsourced activities. One-time costs include the initial time to research options, select a vendor, and establish the contract. Ongoing costs include technical liaison with the vendor and contract administration and coordination.

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