Análise da Disciplina de Filas no Atendimento ao Cidadão em Agências da Previdência Social: um Estudo de Caso

This paper describes a study on the Queuing Theory in a Social Security Agency (SSA). In order to suggest improvements in services so as to reduce waiting time and optimise process flow, a case study was conducted in a SSA in the State of Rio Grande do Sul. The data were collected through structured observation techniques and statistically analyzed. As an intervention instrument, tools used were the ones provided by the Queuing Theory, such as Single Queuing Nodes, Service Disciplines, Queueing Networks and Arrival and Service Processes. As a result, it was possible to determine the arrival processes, customer service and output, as well as the proximity to a service model as described in queuing theory, which allowed us to establish a profile of queue behaviour at the Agency.