Stochastic modelling of taxpayer assistance centre for performability evaluation

Over the years, there has been an increasing pressure to improve public service, most notably, the ones that directly interact with taxpayers. However, in emerging countries, public sector is ruled by a bureaucratic structure, which complicates coordination and execution of services. Stochastic modelling provides a prominent mechanism for assessing government processes, as different configurations can be evaluated in order to enable cost reduction as well as the maximisation of service performance. This work presents an approach based on stochastic Petri nets (SPNs) for performability evaluation of government process related to taxpayer assistance centre (TAC). A real-world case study demonstrates the practical suitability of the proposed approach.