Queue Management in a Government Agency: the case of IRN
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.26/43827 |
Resumo: | Public agencies are, in some cases, the sole providers of essential services to citizens and often suffer from long queues and criticality. Since queues result from higher demand than the available service capacity, Queue Management starts with Capacity and Demand Management. Queue Theory and Queue Psychology contribute to a better waiting experience, aiming at the comfort of those waiting and the regular operation of the service. This internship report analyzes the queue management of a Portuguese government agency. The internship occurred at the "Instituto dos Registos e do Notariado, I.P." (IRN), a Portuguese Ministry of Justice government agency. The research for this report took place at the IRN headquarters and the Civil Identification Department of the Campus of Justice. Case-study research was conducted with semi-structured Interviews as the primary source of evidence, complemented by direct observations, direct participation, and documentation. The conducted root-cause analysis identified the lack of workforce, the citizens' aging process, the CC's sensitive information, and the accumulation of services during the pandemic restrictions as the root causes for the queues at the registry offices. Also, communication difficulties, long waiting hours, lack of waiting conditions, and high human workload were found. IRN's strategies to deal with queues were to reinforce service capacity during peak demand, offer alternative digital services, optimize services, and improve queue organization in the registry offices. The data suggest that SSTs can improve queues; as such, a set of suggestions for implementing SST in registry offices is presented. |
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Queue Management in a Government Agency: the case of IRNIRNQueues ManagementDemand and Capacity ManagementCase StudyRoot CausesPortuguese Citizen CardSSTDomínio/Área Científica::Ciências Sociais::Economia e GestãoPublic agencies are, in some cases, the sole providers of essential services to citizens and often suffer from long queues and criticality. Since queues result from higher demand than the available service capacity, Queue Management starts with Capacity and Demand Management. Queue Theory and Queue Psychology contribute to a better waiting experience, aiming at the comfort of those waiting and the regular operation of the service. This internship report analyzes the queue management of a Portuguese government agency. The internship occurred at the "Instituto dos Registos e do Notariado, I.P." (IRN), a Portuguese Ministry of Justice government agency. The research for this report took place at the IRN headquarters and the Civil Identification Department of the Campus of Justice. Case-study research was conducted with semi-structured Interviews as the primary source of evidence, complemented by direct observations, direct participation, and documentation. The conducted root-cause analysis identified the lack of workforce, the citizens' aging process, the CC's sensitive information, and the accumulation of services during the pandemic restrictions as the root causes for the queues at the registry offices. Also, communication difficulties, long waiting hours, lack of waiting conditions, and high human workload were found. IRN's strategies to deal with queues were to reinforce service capacity during peak demand, offer alternative digital services, optimize services, and improve queue organization in the registry offices. The data suggest that SSTs can improve queues; as such, a set of suggestions for implementing SST in registry offices is presented.Os organismos públicos são, em alguns casos, os únicos prestadores de serviços essenciais para os cidadãos, e muitas vezes sofrem com longas filas de espera e criticismo. Uma vez que as filas são o resultado da procura ser mais elevada que a capacidade de serviço disponível, a Gestão das Filas começa com a Gestão da Capacidade e da Procura. A Teoria e Psicologia das Filas de Espera contribuem para uma melhor experiência de espera, visando o conforto de quem aguarda e o normal funcionamento do serviço. Este relatório de estágio analisa a gestão de filas de espera de uma agência governamental portuguesa. O estágio ocorreu no "Instituto dos Registos e do Notariado, I.P.". (IRN), uma agência governamental do Ministério da Justiça Português. A investigação deste relatório realizou-se na sede do IRN e no Departamento de Identificação Civil do Campus da Justiça. A investigação deste estudo de caso utilizou entrevistas semiestruturadas como fonte primária de informação, complementada por observações diretas, participação direta, e documentação. A análise das causas fundamentais identificou a falta de funcionários, o processo de envelhecimento dos cidadãos, a informação confidencial do CC, e a acumulação de serviços durante as restrições pandémicas como as causas fundamentais para as filas de espera nas conservatórias durante o período de estágio. Foram também encontradas dificuldades de comunicação, longas filas de espera, falta de condições de espera, e elevada sobrecarga de trabalho. As estratégias do IRN para lidar com as filas de espera foram o reforço da capacidade de serviço durante o pico da procura, a oferta de serviços digitais alternativos, a otimização dos serviços e melhorias na organização das filas nas conservatórias. Os dados sugerem que as Tecnologias de Self-service (SST) podem melhorar as filas de espera, como tal, é apresentado um conjunto de sugestões para a implementação de SSTs nas conservatórias.Pimentel, LuísRepositório ComumCouto, Tiago Mendes2023-02-14T15:08:32Z2022-12-132022-12-13T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.26/43827TID:203224086enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-23T14:32:06Zoai:comum.rcaap.pt:10400.26/43827Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T23:19:31.974630Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Queue Management in a Government Agency: the case of IRN |
title |
Queue Management in a Government Agency: the case of IRN |
spellingShingle |
Queue Management in a Government Agency: the case of IRN Couto, Tiago Mendes IRN Queues Management Demand and Capacity Management Case Study Root Causes Portuguese Citizen Card SST Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
title_short |
Queue Management in a Government Agency: the case of IRN |
title_full |
Queue Management in a Government Agency: the case of IRN |
title_fullStr |
Queue Management in a Government Agency: the case of IRN |
title_full_unstemmed |
Queue Management in a Government Agency: the case of IRN |
title_sort |
Queue Management in a Government Agency: the case of IRN |
author |
Couto, Tiago Mendes |
author_facet |
Couto, Tiago Mendes |
author_role |
author |
dc.contributor.none.fl_str_mv |
Pimentel, Luís Repositório Comum |
dc.contributor.author.fl_str_mv |
Couto, Tiago Mendes |
dc.subject.por.fl_str_mv |
IRN Queues Management Demand and Capacity Management Case Study Root Causes Portuguese Citizen Card SST Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
topic |
IRN Queues Management Demand and Capacity Management Case Study Root Causes Portuguese Citizen Card SST Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
description |
Public agencies are, in some cases, the sole providers of essential services to citizens and often suffer from long queues and criticality. Since queues result from higher demand than the available service capacity, Queue Management starts with Capacity and Demand Management. Queue Theory and Queue Psychology contribute to a better waiting experience, aiming at the comfort of those waiting and the regular operation of the service. This internship report analyzes the queue management of a Portuguese government agency. The internship occurred at the "Instituto dos Registos e do Notariado, I.P." (IRN), a Portuguese Ministry of Justice government agency. The research for this report took place at the IRN headquarters and the Civil Identification Department of the Campus of Justice. Case-study research was conducted with semi-structured Interviews as the primary source of evidence, complemented by direct observations, direct participation, and documentation. The conducted root-cause analysis identified the lack of workforce, the citizens' aging process, the CC's sensitive information, and the accumulation of services during the pandemic restrictions as the root causes for the queues at the registry offices. Also, communication difficulties, long waiting hours, lack of waiting conditions, and high human workload were found. IRN's strategies to deal with queues were to reinforce service capacity during peak demand, offer alternative digital services, optimize services, and improve queue organization in the registry offices. The data suggest that SSTs can improve queues; as such, a set of suggestions for implementing SST in registry offices is presented. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-12-13 2022-12-13T00:00:00Z 2023-02-14T15:08:32Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
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publishedVersion |
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http://hdl.handle.net/10400.26/43827 TID:203224086 |
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TID:203224086 |
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eng |
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