Improving service use through prediction modelling: a case study of a mathematics support centre

In higher education, student learning support centres are examples of walk-in services with nonstationary demand. For many centres, the major expenditure is tutor wages; thus, optimizing tutor numbers and ensuring value for money in this area are key. In University College Dublin, the mathematics support centre (MSC) has developed a software system, which electronically records the time each student enters the queue, their start time with a tutor and time spent with a tutor. In this paper, we show how data analysis of 25,702 student visits and tutor timetable data, spanning 6 years, is used to identify busy and quiet periods. Prediction modelling is then used to estimate the waiting time for future MSC visitors. Subsequently, we discuss how this is used for staffing optimization, i.e. to ensure there is sufficient coverage for busy times and no resource wastage during quieter periods. The analysis described resulted in the MSC reducing the number of queue abandonments and releasing funds from overstaffed hours to increase opening hours. The methods used are easily adapted for any busy walk-in service, and the code and data referenced are freely available: https://github.com/ehoward1/Math-Support-Centre-.