A Study of the Queuing System of the Local Government Registration Office in Ladkrabang District Conducted Using a Computer Simulation Model

The objective of this research was to determine, by computer simulation, the queuing times for a queuing system used by the local government registration office in Ladkrabang District, Thailand, and propose a way to improve the queuing system to reduce the average waiting time for people coming to receive a variety of services. The services included the following: issuing a Thai citizen ID Card, civil registration, and general citizen registration. The simulation models were created using Arena software. The queuing system simulation (with open hours 8:00 to 16:00 each day) was based on real data collected between December 16 and December 28, 2019. The performance indicators included the average waiting time and the average utilization of the staff members. It was found that the average waiting time was 50 minutes. In addition, the average waiting time for people receiving civil registration service was greater than for the other services. The average staff utilizations during productive hours were not balanced at the different service points. Thus, four ways were formulated to improve the queue system and through the simulations seeking to find the best queue system. The best system was found to include combining the citizen ID card approval service point with the ID card delivery service point, moving two staff members previously stationed at the citizen ID card approval point and two staff members stationed at the general registration service point to the civil registration service point, and finally providing more staff members to the civil registration service point. As a result, the average waiting time would be reduced by 45.91% and the average staff utilization at the civil registration services would be reduced by 13.63 %.