Date on Master's Thesis/Doctoral Dissertation


Document Type

Master's Thesis

Degree Name

M. Eng.


Industrial Engineering

Committee Chair

Evans, Gerald W.

Author's Keywords

Simulation; Welfare; Process flow; Social services; TANF; Modeling


Scheduling--Computer programs; Social work administration--Data processing; Public welfare administration--Data processing


The client flow of the Kentucky Cabinet for Health and Family Services is a complex process that deals with a high volume of clients on any given beginning half of the month. A simulation model of an average busy day in the system was built using the Arena Simulation package. Methods for creating a simulation using Arena are included in this work. Statistics were generated from a number of different sources to create an accurate representation of the model. The simulation model shows long wait times for clients coming into the system to receive benefits. Working with a state budget during variable economic times leaves no room for hiring new workers, so changes must come from within. The flexibility of the simulation model allows for experiments on the system to be created and observed. Experiments included in this work show changes to the main lobby by adding kiosk systems and an alternative method for processing clients. Both experiments show beneficial outcomes, with reduced wait times and better efficiency. The model can also be used for preventive measures. An experiment showing a 10% influx of clients in the system demonstrates the strain the system would undergo should such a scenario occur. Using the simulation model to test changes to the system can help guide decision making by providing valuable output and reliable statistics.