A Cost Performance Model for Assessing WWW Service Investments:

Appendix A. Detailed Directions for Worksheet

End User Support

Staff and other users of the system will need training and help-desk support to make effective use of the resources. Again, depending on the user, the cost to support the users may be borne by the agency or by other parties.

Studies have indicated that, in general, formal training is less costly and more effective than self- learning. The training and day-to-day support may be provided in-house, or outsourced to a separate organization.

Line	Infrastructure Costs	Description
9	Vendor Services	If training or help desk support are outsourced, include the cost paid to the vendor here.
10	Establish and Manage Vendor Contracts	This should be included if line 9 is not-zero. It 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 liaison with the vendor and contract administration and coordination.

Line	Human Resources Costs	Description
11	Development and Delivery of User	This should include only the cost of developing the training program, not staff time in receiving the training. Even if outside trainers are engaged, staff may be involved in planning and designing the specific training activities.
12	User Time in Training	This should include staff time spent in both self-help and formal training.
13	Help Desk for Users	This should include all costs of day-to-day support for both agency staff and other users of the system.

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