Baseline data is an essential foundation for measuring performance changes. Collect baseline data while your site is in development. Then continue to gather performance and usage statistics after the site is up and running. You'll want to measure the site's efficiency and effectiveness. Consider these questions:

• Does the Web service cost more or less than the traditional version of the same service?
• Does the Web service reach the same or different customers?
• Does the site allow you to provide a service that can't be offered by traditional methods?
• Have phone calls, letters, and visits changed in nature or frequency?