Figure 1 illustrates the projected volume of enquiries and cost of handling online enquiries

from 2014 to 2017. The number of telephone calls, emails and online requests is projected to
grow rapidly. However, total costs of telephone calls and online requests go up when total
cost of emails rises from 2014 to 2015 and then goes down in 2016 and finally ends with a
slight increase. Figure 4 shows the volume and the cost of online requests in detail. The
number of online requests is expected to increase sharply over the four-year period, from a
modest number of around 39,000 in 2014 to over 70.000 in 2017. The unit cost of handling
online requests will be $0.5 per enquiry on a volume of up to 50,000 enquiries. When the
volume of enquiries is above 50,000, the cost of handling online requests will fall to $0.4 per
enquiry. Therefore, the total cost of handling online enquiries is expected to be around
$20,000 in 2014 and $28,000 by 2017.