Simulation in Citizen Relationship Management

Document Type: Research Paper


Department of Industrial Engineering, K.N.Toosi University of Technology, Tehran, Iran


Telecommunications play an important role in providing services for citizen and through this study is been trying to use modeling and simulation system for Communications Center (solving failure process) also solving problem, speed of solving the failure, followed by optimization system and offers a model for managers . Based on this role the manager can use the model that presented above for identifying different strategies then applying best practice for satisfying citizens (citizen relationship management (CIRM). For example, before the occurrence of a repeated failure can identify risky areas and detect them. If we assumed, service provider are as customers that used government services, the managers can evaluate productivity of service providers and choose the right reward system or the decision for using more service providers. No technical managers can use this model Because of its simple structure. The above system has been simulated with the Arena software and because the system simulation credit on random numbers we have used the data registered in the system for probability distribution function.