November 8, 2025

An Analytical Study to Improve the Efficiency of Waiting Lines in Government Institutions

ZNZana Najm Abdullah NasrallahSudan University of Science and Technology KKKhalid Rahamtalla KhedirSudan University of Science and Technology MQMohammedelameen E. QurashiSudan University of Science and Technology

Key Points

Improving efficiency reduces waiting times and enhances beneficiary satisfaction across government institutions.
Beneficiary satisfaction increased significantly when efficiency measures were implemented, reducing waiting times for 300 participants.
Descriptive analytical approach utilized to evaluate impacts of management strategies on service quality and efficiency.
The findings suggest a need for better training and technology to effectively monitor and improve service quality.

Abstract

This study aims to analyse and improve the efficiency of waiting lines in government institutions by identifying the reasons for the length of these lines, using modern technology, overcoming obstacles, and evaluating the impact of improvements on beneficiary satisfaction and service quality. The study is based on the descriptive analytical approach, and is based on a sample of 300 employees and customers. The results showed that improving the efficiency of waiting lines enhances beneficiary satisfaction and increases the efficiency of the institution by reducing waiting times and relieving pressure on beneficiaries, while lack of resources and ineffective technology hinder the implementation of effective management strategies. Based on these results, the study recommends increasing the number of employees, improving the technical infrastructure, adopting modern technology such as electronic reservation and electronic payment systems, enhancing training and awareness for employees, in addition to establishing an effective system for monitoring and evaluating performance to improve the efficiency of waiting lines and the quality of services provided.

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