Optimizing efficiency in the revenue office of Masvingo rural district council. A queuing theory and simulation approach
- Author
- Chivhoko, Anotida E.
- Title
- Optimizing efficiency in the revenue office of Masvingo rural district council. A queuing theory and simulation approach
- Abstract
- This study focuses on enhancing operational efficiency at the Masvingo Rural District Council (MRDC) revenue office through the application of queuing theory and simulation modelling. The research addresses inefficiencies including long customer wait times, low satisfaction levels and suboptimal resource utilization, which hinder revenue collection and service delivery. The research problem centres on the systemic delays caused by a single server queuing system, leading to customer frustration and suboptimal resource allocation. To tackle this, the study employs queuing theory and simulation modelling to analyse and optimize the revenue office's operations. The primary research objectives are to evaluate the current efficiency of the revenue office in terms of waiting times and staff utilization, develop queuing and simulation models to represent customer flow, reduce average customer waiting times and assess the cost-effectiveness of proposed improvements. The study adopts a descriptive research design, combining observational data collection with analytical tools such as TORA and Arena simulation software. Key metrics including arrival rates, service times and queue lengths, were analysed under three staffing scenarios (1, 2, and 3 servers) to identify the most efficient configuration. Key findings revealed that the existing single-server system results in excessive delays, with an average wait time of 34.24 minutes. Introducing a second server significantly improved performance, reducing wait times to just 1.14 minutes, while a third server offered only marginal benefits, indicating diminishing returns. The results also demonstrate the effectiveness of data-driven approaches in enhancing public sector service delivery. The study concludes that a two-server configuration is the most cost-effective and efficient solution. The research recommends deploying a second cashier to alleviate congestion and implementing process improvements to streamline operations, introducing dynamic staffing during peak hours based on real-time demand and also separating complex and routine transactions into distinct service streams to reduce bottlenecks. These measures are expected to enhance customer satisfaction, optimize staff utilization, and increase revenue collection. Future studies should examine the long-term financial benefits and return on investment (ROI) of applying a two-server system including the potential increase in revenue collection and a decrease in operational costs. Conduct surveys and interviews to quantitatively assess the effect of queuing system improvements on customer satisfaction and perceived service quality. Investigate the feasibility and effectiveness of real-time queue management systems that can dynamically adjust staffing based on predictive analytics and live data.
- Date
- June 2025
- Publisher
- BUSE
- Keywords
- Efficiency
- Revenue Office
- Queuing Theory
- Supervisor
- Dr. T. W. Mapuwei
