Developing a Decision Support System “DSS” for Nablus Municipality Customer Service Center “CSC” Using Discrete Event Simulation “DES”
The main purpose of this study is to evaluate the current situation of the customer service center (CSC) in Nablus municipality, and detect the design errors in order to improve it especially queuing lines problem.
To do so, a comprehensive diagnostic study about CSC has been done to understand internal relationships, bonds, & available resources such as (Employee, Equipments, etc) with cooperation with CSC employees. Needed relevant Data was collected in order to build the current model and suggest improvement, and the models were built using ProModel software, so that the out comes evaluated and the suitable recommendations were put.
For the current situation, it was clear that the center employees work load is relatively low, so that we to improve new municipality services quality by adding it to the center. In the current situation scenario, it has been shown that the work load in the finished transactions was high in comparison to the work load in the receive transactions stations, so we recommend to choose one of the receive transactions employees, mostly the one who was occupying the station near finished transactions stations and to transform him to a mix employee, which meant that if the work load in the receive transactions was high he would work as a receive transaction employee, and if the work load was higher in the finished transaction he could work as a finished transactions employee, in this way we could reduce the utilization and queue length in the finished transactions stations.
When the work pressure was doubled, there was a problem in the average number of customers in the system and average waiting time in the system in the peak intervals during summer, so we recommend the center to corporate with the municipality information technology department to put creative solutions aiming to reduce the required time for every customer especially in the most frequent services, in general the current situation is suitable.