Application of Queuing Theory in Public Service Counters

DOI

10.2991/978-94-6463-300-9_52How to use a DOI?

Keywords

Queuing Theory; Public Service Counters; Service Systems

Abstract

Queuing theory is a mathematical field concerned with the dynamics of waiting lines, or queues. Its applications are pivotal in analyzing and optimizing systems where the timing of customer arrivals and service is of utmost importance, such as in banks, hospitals, airports, and call centers. By employing queuing theory, system designers can craft service setups that are more efficient and effective, consequently reducing waiting times, boosting customer satisfaction, and containing operational costs. Public service counters, which offer a variety of services including passport applications, business transactions, and consultancy services, stand as an exemplary setting for the application of queuing theory. These counters often grapple with high demand, limited resources, and complex procedures. Without a competent management system in place, they can easily succumb to issues like service interruptions, unsatisfactory customer experiences, and low efficiency. The essential goal when tackling queuing challenges is to balance the costs of waiting against the expenditures associated with increasing resources. In such a scenario, the implementation of queuing theory proves invaluable. It enhances both the performance and service quality at public service counters, affirming the theory’s significant role in public service management.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Jiayi Ji
PY  - 2023
DA  - 2023/11/27
TI  - Application of Queuing Theory in Public Service Counters
BT  - Proceedings of the 2023 International Conference on Image, Algorithms and Artificial Intelligence (ICIAAI 2023)
PB  - Atlantis Press
SP  - 509
EP  - 517
SN  - 2352-538X
UR  - https://doi.org/10.2991/978-94-6463-300-9_52
DO  - 10.2991/978-94-6463-300-9_52
ID  - Ji2023
ER  -