IMPROVING THE QUALITY OF SERVICE DELIVERY IN A PUBLIC SERVICE WORKFLOW BASED ON THE ANT THEORY: A CASE STUDY IN CAMEROON

In this paper, we draw on Ant theory to define a protocol dealing with load balancing between employees for an efficient management of available human resources in the public sector in developing countries in order to achieve a better quality of service management. Throughout the definition of the protocol, we present an illustrative example in the Ministry of Public Service and Administrative Reform (MPSAR) in Cameroon. The paper ends by highlighting the improvement observed in the civil servants’ file processing workflows at MPSAR in terms of the number of files processed before and after the introduction of the protocol. The paper also ends by pointing out that the defined protocol can be used by various human resource managers of organizations in developing countries to better manage their employees.