Developing a suite of information and services that will be provided on the Internet entails, at a minimum, converting the information into a form that can be delivered to recipients by WWW servers. At present, this often requires specialized "mark-up" activities that require trained personnel and can be time-consuming. This is an area in which the support tools are rapidly changing, and project plans need to be reassessed frequently to keep up with the current technology.

If the intended application involves two-way communication, using such technologies as electronic mail, fax-back services, fill-in forms that users can access via the WWW, specialized applications that link agency databases and other applications to the WWW front end, or adaptive Web pages, then the cost of developing and operating the service may be substantial. Agency staff may be needed on an ongoing basis to reply to email and handle the additional work generated through the Web service. Developing the technical infrastructure may involve security planning, technical evaluation of alternatives, specialized programming, linking of search engines and databases to Web pages, and on- site hosting of the WWW site.

Once again, development of the content may be done completely in-house, outsourced, or some combination of the two. The initial development is often outsourced to get a jump-start on developing the services.

In the categories below, a number of different functions related to developing and maintaining the Internet service are detailed. In a large organization, these functions may be done by separate staff members; in a smaller agency one person may perform several of these functions.

Line	Infrastructure Costs	Description
14	Hardware for Content Developers	If the service or Web pages are developed in- house, the content providers will need suitable systems.
15	Software for Content Developers	This may include page creation tools (graphics tools and HTML tools), application development tools (CGI scripting tools, Java development environments), search engines, database interfaces, document creation and conversion software, a variety of Web browsers for testing, design manuals, and reference materials. The annual cost should include software upgrades and acquisition of new tools. Although many shareware tools are available, a cost may be incurred just to keep up with this rapidly changing field.
16	Network and Internet Access for Content Developers	If a LAN connection has been provided for general users, this may suffice for the content providers as well. However, if the plan is to use individual dial-in accounts, there may be an additional cost to provide access for the content developers.
17	Other Vendor Services	All other outsourced costs related to content development go here. This may include development of the system information architecture, graphics design, layout, HTML conversions, technical design, and testing.

Line	Human Resources Costs	Description
18	Start-up Process for Equipment Procurement	If hardware and software need to be provided, the administrative and technical costs should be included. This should include costs of the purchasing department as well as the installation and testing of equipment.
19	Establish and Manage Vendor Contracts	This should be included if line 17 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.
20	Development and Delivery of Staff Training	This includes the training of content developers, and may be done internally or contracted out. This should include the cost of the training only; staff time to attend the training should be included in the staff costs below. Depending on the service and how much of it is to be developed in-house, this may include training in technical topics such as HTML editing, search engines, database integration, Java programming, CGI scripting.
21	Staff Time in Training	This should include staff time spent in both self- help and formal training. It may include technical training on the tools used in developing content for WWW-based services, as well as general training on new operating systems or network technologies.
22	Webmaster	This person is responsible for overall coordination of the WWW-based service. It is typically a single person or unit that manages the creation and evolution of the service. Depending on the agency organization, this may be done in the office of thePIO or in the program offices.
23	Editorial Review	It is usually important that all aspects of the developed system have a consistent look and feel. This staff effort ensures the consistency and quality of information that goes on the WWW site.
24	Content Creation and Coordination	This effort provides information to be made available on the WWW service. Typically staff that perform this function are from the program offices or the public information office. It also includes the managers that are involved in the selection and maintenance of content.
25	Web Site Design and Development	This should include the effort to design the service, create an information architecture, page design and testing, graphic design, and HTML conversion.
26	Staff Support for Service	Staff that provide components of the WWW-based service. This may include responding to email, providing new or expanded agency services that are accessed through the WWW service, or additional interaction with other agencies or organizations.
27	Programming Support	Many custom services such as database access, customized WWW pages, search engines, and automatic form handling require programming activities.
28	Database Administration	Management of the content of information provided in agency databases linked to the WWW. This may be increased if new databases are added or more complexity is added to existing databases.
29	Other Management Support	For coordination, approvals, auditing.
30	Other Clerical Support	For necessary typing and other routine tasks.