We begin with an introduction. In Chapter 2, we present the key concepts relevant to a cost- performance analysis of a proposed Web-based service. Chapter 3 describes a method for approaching the decision, and the two following chapters describe specific analytic tools that we recommend to support decision making. Chapter 6 discusses options for performing the analysis, and the following chapter presents three hypothetical case examples in which these tools are applied. The final chapter identifies some of the patterns that we have observed from agencies with which we have worked over the years.