Simulation model of a public enquiry system: Application case study in revenue Canada, taxation

Abstract

Revenue Canada is required to maintain a taxpayer telephone enquiry service. To be effective, there is a need to strike an optimal balance between equipment capability, personnel roster and expected taxpayer satisfaction. This optimal mix is determined using simulation models which forecast expected hourly telephone traffic and the number of lines and operators mix required to provide an expected level of taxpayer service. Application of another decision support model using multi-criteria optimization technique has been made to select the best technology.