Multi-Criteria Decision Making Analysis of Optimal Service Delivery Technique Using AHP
Bilal A Akash, Ahmad H. Saad, Mohamed El-Saadawi · TEM Journal · 2023
In this paper, we evaluate the most optimal service delivery method that can be implemented by both governmental and private sectors to an effective delivery service to customers. They include conventional service delivery, E-services (online), M-services (smart phones), and robotic process automation (RPA). Benefits and costs were considered in the evaluation process. Benefits were technical feasibility, efficiency, security, reliability, and innovation. The costs included complexity, human resources, facilities management, and maintenance costs. AHP was used to facilitate the multi-criteria decision-making process. Results show that RPA is the least expensive and most beneficial method to delivery services in UAE.