Simulation-based optimization for performance enhancement of public departments

Abstract

This paper proposes an approach for enhancing the performance of public departments that are characterized by congestion and low efficiency. The proposed approach utilizes discrete-event simulation (DES) tools integrated with optimization, and employs the key performance indicator (KPI) concept. Applied to the citizen affairs and passports (CAP) department in Jordan as a case study, a DES model was developed with the aid of ARENA software. Optimization results using OptQuest showed that performance of the optimized CAP department was better in various aspects compared to the current department. Waiting time was reduced the most by 91.7% on average, while number of processed documents was increased by 8.2%. The total daily revenue for the optimized CAP department was higher by 19.7%.