System Description

The Centers for Citizen$$s Services in Cyprus provide a range of services, including Civil Registry and Migration $($CRM$),$ Employment, Social Affairs and Inclusion $($ESAI$),$ Army Services $($AS$),$ Social Security Services $($SSS$),$ and Transportation and Driving Licenses $($TDL$).$ Each service category is managed by a dedicated officer.

An additional staff member serves as the receptionist, directing citizens to the appropriate officers. If a citizen requires stamps, they can obtain them from the officer with whom they are interacting.

A Center for Citizen$$s Services operates from Monday to Friday, $8$:$00$ to $17$:$00$; it is open to the public for five days a week, nine hours each day.

A citizen may require as many services as they wish, but they must enter a separate queue for each service requested.

Statistical analysis at the entry point reveals that:

$26\%$ of visitors seek Army Services

$12\%$ require Social Security Services

$31\%$ need Transportation and Driving Licenses

$11\%$ seek Employment, Social Affairs and Inclusion

$20\%$ require Civil Registry and Migration

Of those who initially select Civil Registry and Migration, $35\%$ subsequently seek Employment, Social Affairs and Inclusion, $10\%$ request Transportation and Driving Licenses, $5\%$ require Army Services, $21\%$ need Social Security Services, while the remainder leave the Center.

Of those who select Army Services, $50\%$ subsequently seek Transportation and Driving Licenses, and the other $50\%$ leave. Of those who select Social Security Services, $10\%$ subsequently seek Transportation and Driving Licenses, while the rest depart.

The maximum waiting time in any queue is $15$ minutes. After this, citizens who have reached the $15-$minute limit depart.

Data collection and observations have yielded the following:

$$ Citizen arrivals during peak time $(10$am to $2$pm$)$: expo $(9)$

$$

$$ Citizen arrivals during all other opening hours: expo $(12)$

The distributions for the various processes are as follows:

$$ Civil Registry and Migration: normal $(50,10)$

$$ Employment, Social Affairs and Inclusion: normal $(40,15)$

$$ Army Services: normal $(20,5)$

$$ Social Security Services: normal $(90,20)$

$$ Transportation and Driving Licenses: normal $(30,10)$

$$ Reception: uniform $(1,3)$

The primary goal of the Center is to reduce the percentage of dissatisfied citizens to $10\%$ or less. Any suggested changes should be feasible, significant, and cost$-$effective.

Deliverables

You are required to:

$1.$ Develop a model of the existing system $($as$-$is$)$ using Simul$8,$ including the elements of the program used, execution parameters, screenshots, and an explanation of the model used.

$2.$ Provide the results of the as$-$is analysis, including simulation time, initial conditions, steady state, number of repeats, sensitivity analysis, as$-$is results, conclusions, and causes of problems.

$3.$ Provide your suggestions to Management for achieving their goal.