The gate system operations tool is a hybrid platform that combines discrete-event simulation modelling to represent the gate system and optimization programming for decision support. The simulation model helps evaluate several what-if scenarios intelligently suggested by the optimization model.

The solution enables gate system operators to make decisions on lane utilization management. The arrival and departure rates of vehicles vary considerably by the hour of the day and across different days. An efficient lane management policy would ensure that the customers are served within a certain accepted time limit while using limited resources (number of open lanes, manpower).

The decision support tool has the potential of a wider impact on queue management of not just vehicles, but people as well. Around us, many routine tasks of people involve passing through queues with sequential servers such as, selecting, ordering, paying for and receiving food in fast food restaurants. The billing and bagging process at supermarkets is another situation which involves lane management by trading off customer service levels with operational resources.

The solution framework developed is naturally extendable for people lane management (commuters, restaurant guests). The tool would aid service providers to maintain customer service levels across varying demand patterns, while efficiently using existing resources. Customers are also likely to benefit from this experience, by being guided to pick the right lane as well as being assured of an acceptable service time.