Improving performance of Information and Communication Technology offices using computer simulation

Information and Communication Technology (ICT) offices as organizations responding to costumers provide utilities and services associated to communication technology, post, post-bank and communication. One of the most important measures in determination of the performance quality level in these offices is in system time for costumers. Due to the multiplicity of services and the stochastic behavior of the system, it is essential to estimate the mentioned measure using probabilistic analytical approaches. Hence, in this paper, a discrete-event simulation technique is proposed, such that initially the current situation was analyzed and then, the improving alternatives consist of “changes in service delivery based on customer types” and “changes in policies which customers entered to waiting queues” are considered. The results showed that it is better to perform post operations in a distinct unit and to execute other operations in another unit. Also, it is better to transfer customers to a queue with the lowest number of client or a queue with more free servers. These changes improve about 21.9% on system level as well as decreasing 85 seconds on the average stay time of each costumer.