Simulation of the customer service process in paperwork agencies

Abstract

This investigation provides a solution to the problematic situation in the paperwork offices that can cause innumerable negative effects for the direction of the country and the lives of citizens. One of the alternative solutions consists in the use of simulation since it is useful, before applying changes, to know the impact that they can bring. The objective of the work is to show the advantages that agent-based social geo-simulation offers compared to the traditional simulation used previously to face this problem, in terms of support for decision-making. The main results were the design of a system and a simulation model that included geographic information systems and random behavior. From the results it was shown that the simulated model carried out provides a greater degree of information than the previous solution approach.