Public Services Centers

Public services centers are considered one of the most important for measuring modern services quality, which enable the owners of companies and institutions to monitor and improve the quality of services provided. Their importance lies in their role in providing a direct link with clients and expectations built on them, where the applicant expects fast, accurate and more convenient services.

To create a public services center, it is necessary to carry out detailed studies to reach a cost-effective design, since it is unreasonable to design a center with a large number of staff and service providing stations in order to ensure customer satisfaction. In such cases, establishment and operating expenses may exceed expected revenues.

Public services centers' designing difficulties come from the variability in clients' arrival rate which leads to suitable working load to the center's capacity at some working hours or the working load will overcome the working capacity or the working capacity will exceed the clients services working load more than enough. The first possibility is considered as an ideal case with is desired by the centers' managers whereas the second one represents the worst case which will negatively affect the quality of services provided and lead to disgruntled clients, but according to the last one, the services provided will be costly and economically infeasible. So that, it is needed to study and analyze the public services centers accurately to have a new design with minimum establishment and operating expenses and at the same time to guarantee the highest possible level of services quality.

The public services centers differs from one to another according to their level of complexity which is based mainly on the nature of interrelationships and dependability between service providing stations and the value of changing in arrival and services providing rates which constitute the main factors in designing and operating centers.

In such design cases, all study and analytical methods rely on calculating the arithmetic mean of clients arrive and services provided in a certain unit of time. The most familiar tools and sciences consider such cases are Operations Research "OR" and Queuing Theory which stayed the only ways to study and analyses similar systems until the establishment what is called Simulation. Due to the rapid technology development especially in computers, simulation has become a more effective that enable the researches to perform hundreds or thousands of mathematical operations in few seconds or minutes. An important feature in systems simulation methods is their ability to consider systems in a real manner, taking into account variability changes and deal with systems dynamically (Not static analysis).

Also systems simulation methods are considered as a main tool in decision support systems that help their users to recognize the system understudy, specify