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abstract

Recently, a record number of passengers have entered and exited Taiwan from Taiwan Taoyuan International Airport (TTIA). The number of passengers from Taiwan to mainland China has increased largely because of the improvement of cross-strait cultural interaction and other policies, as well as the opening of direct flights. Not only located in the transport hub of the East Asia Taoyuan International Airport is becoming more important and can provide 24 h Airport service, but also airport immigration officers must take 24 h shift to carry out the passenger document inspection requirement, Immigration officers can be fatigued by long shifts, thus negatively affecting border security clearance efficiency and work performance. Consequently, innovative management practices regarding immigration officers are necessary to strengthen international cooperation against terrorism. This study used system simulation Delphi interviews and a heuristic algorithm to determine the required number of airport immigration officers during a fixed passenger waiting time, for improving the efficiency and stability of airport immigration officers who work to consolidate the border security of the country. The results showed that the utilization of airport immigration officers at Taiwan Taoyuan International Airport is higher than 97.99%, and their work hours have been reduced by more than 54.68%. These results proved that using a system simulation can reduce long work shifts and negligence, which can lead improved border security and airport service quality. Additionally, the simulation results that when the National Immigration Agency and Taiwan Taoyuan International Airport implement the biometrics verification system for noncitizens, significant manpower shortages are expected. These shortages can cause complaints from customers and result in a negative image of the quality of airport service. Assigning priority to setting the E-GATE system to compensate for the lack of immigration officers would result in more efficient and effective border security.

5. Conclusions

Development of high quality schedule can lead to more contented and thus more effective workforce (Lin et al., 2012). Consequently, airport immigration officials require proper manpower configuration to achieve stable border operations. This study used a simulation and heuristic algorithm to construct the allocation system of airport immigration officers, to strengthen the management of border security and improve the utilization of airport immigration officials. This study derived the following two conclusions: The TTIA is Taiwan’s main airport. According to the APIS data collected by the Immigration Department, the simulation of the allocation system of airport immigration officers, which used data from 438 flights and 85,539 passengers, showed that the utilization of airport immigration officers is 97.99% higher than the original. The total work hours were initially 662 before the use of the system. After this simulation system was applied to allocate the manpower of immigration officers, the total work hours were reduced to 362, which is 54.68% of the original total. This indicated that the simulation of the allocation system of airport immigration officers promotes efficiency, which can improve the efficiency and stability of airport immigration officers, and enhances border security management and service quality.