An Application of Queueing Analysis to the New York State Child Abuse and Maltreatment Register Telephone Reporting System

In a recent article in Interfaces, Professor Byrd described several situations where queueing theory as taught today would not be useful [Byrd, Jack. 1978. The value of queueing theory. Interfaces (May) 22–26.]. This paper discusses a situation where a direct application of standard queueing models was possible. All assumptions of these standard models were tested and found to be valid for the case under consideration, the New York State Child Abuse and Maltreatment Register Telephone Reporting System. While this paper was not written to be a rejoinder to Professor Byrd's article, it does show that there do exist situations where the classical queueing models are useful.