The cost of a common service also includes the work needed to use it. Preparing data, submitting requests, and correcting information may engage the member's staff. A contained tariff can therefore be accompanied by a high operational commitment, to be known before judging the overall utility.
It is advisable to reconstruct the path from the need to the performance received. What information is asked? How many times do they have to be prepared? The comparison should also include the quality obtained: a challenging step may be necessary, while a duplication may result from the organization.
We think of an assistance that requires the same documents to different offices. Reducing duplication could improve service without changing technical performance. The solution requires procedures appropriate to the nature of the information and the responsibilities of those who use it.
I propose to listen to some members during a real use. The review should look for recurring obstacles, avoiding building the service only for more experienced users. The indirect cost becomes manageable when the steps are visible and the structure can explain why each is needed.