Cost of entry versus Cost of exit

Today, e-government applications have a “cost of entry” … you have to learn something new to get into them, figure out how some website works, adjust the way you work to cater for the new process and so on.

One day pretty soon, there’ll be a cost of exit. Using what’s online will be so simple, so much better, offer so much more value that it will be too painful for you to go back to the old, paper or phone, way of doing things.

The way this will pan out will probably be several competing curves of cost – so one service may get there before some others, but maybe we’ll have a few there together that mean you’ll put up with a few that are “more expensive” to you in terms of cost of entry, just because the others ones have a higher value.

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