A queueing model for the capacity planning of a multi-phase human services process

• Published in: International journal of systems science. Operations & logistics Vol. 2; no. 3; pp. 156 - 167
• Main Authors: Sonenberg, N., Au, G., Taylor, P.G.
• Format: Journal Article
• Language: English
• Published: Taylor & Francis 03.07.2015
• Subjects: capacity planning; human services; modelling; queueing theory; simulation
• ISSN: 2330-2674; 2330-2682
• DOI: 10.1080/23302674.2015.1015660

The increasing availability of data concerning service demand and service provision has enabled the application of queueing models in new domains. In this paper, we present a case study involving a queueing model of the multi-phase statutory child protection services process in the State of Victoria, Australia. The model, which has been calibrated using field data, supports the exploration of alternative scenarios of client types and loads, and of staffing levels. The model is intended as a tool for managers to examine and provide an insight into the process and enables a quantitative analysis of the process, to assist in resource analysis and capacity planning. It provides for calibration at the caseworker level, including the requirement for a caseworker to handle multiple cases simultaneously. Closed form analysis of the model, a network of processor sharing queues, is not feasible. We describe three methods that support performance analysis of the process at different levels, drawing on mathematical results from the literature and using both analytic and simulation techniques.