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Resource Balancing / Site Location Models

These models were designed to be an organizational analysis aid to managers of case/document processing organizations. They help improve the benefits from processing cases while optimally allocating staff and/or hiring new staff They are state-of-the-art models based on Activity Modeling and Linear Programming. These models require a low level of data collection effort and provide management with an invaluable tool for organizational analysis. Some of the potential benefits of using these models are:

  • Increase in collections and/or other benefits as a result of an increase in efficiency in
    case/document processing.
  • Representation of the organization in a manner that enhances the understanding of how work . flows through the system and how different sections of the organization interact with each other.
  • Higher collaboration between different sections of the organization.
  • Vital information on staffing allocation. For example, reallocation of existing staff, estimation of the number of new hires and their allocation within the organization, use of part-time staff, or effectiveness of a pool of floating staff
  • Streamlined work flow resulting in higher collections/benefits and higher staff morale because of more personally manageable work flow.

Three applications of these models are briefly described below.


A Resource Balancing Model for the IRS Information Returns Program.

This was a project with the Internal Revenue Service. A computerized model of Information
Returns Program was developed to provide policy makers with information that will help support their decision making in allocating staff resources and setting case priorities. The model enables the IRS to explore alternative policies in cost/benefit terms, and also suggests an optimal course to follow, given pre-specified constraints. The model is used by the IRS to answer a variety of issues as indicated above.

A Site Location/Sta.ng Model for the O.ce of Hearings and Appeals.

In 1982, the Social Security Administration’s Office of Hearings and Appeals decided to fully federalize the disability hearing process in order to increase the efficiency of the process and to allow face-to-face appearances of claimants and beneficiaries before SSA decision makers. In order to do this they were needed to determine the locations of “Fair Hearing” sites across the United States and the allocation of staff to these sites. The Site Location/Staffing Model was developed to help solve the problem of maximizing the efficiency of the Hearings and Appeals process by choosing primary sites, assigning remote sites to them and staffing the primary sites to meet the caseload at the primary sites and the remote sites serviced by them. The results of the model were recently used to make such decisions.


A Resource Balancing Model for the HHS Child Support Program.

This was developed for the Child Support Enforcement program (Title IV-D) in the Department of Health and Human Services. The IV-D managers are expected to meet multiple, and often, conflicting goals. The IV-D manager is often caught in the middle of these confiicting goals without sufficient resources and with little knowledge of how best to allocate staff or set case processing priorities. The model was designed to aid IV-D managers in deciding how best to allocate staff and set case processing priorities in order to meet program goals. The types of issues addressed are described in the above general description of these models.

Commercial Software
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Mail/Invoice Programs
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Resource Balancing / Site
Evaluation Of Systems
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