Waiting in line: it’s a universal experience, whether you’re grabbing a coffee, visiting the bank, or calling your internet provider. But behind those queues lies a powerful mathematical science that’s quietly shaping the way Australian businesses, banks, and even government services operate in 2025. Welcome to the world of queuing theory, where waiting isn’t just a nuisance—it’s a strategic lever for efficiency, cost savings, and customer satisfaction.
Queuing theory is the study of how lines form, how they function, and how they can be managed to optimise resources and reduce wait times. Developed in the early 20th century by Danish mathematician Agner Krarup Erlang (while analysing telephone exchanges), queuing theory today is a backbone of operational research, logistics, and service management. In 2025, it’s gaining traction in sectors like Australian finance, health, and retail as organisations seek smarter ways to balance demand, staffing, and customer experience.
But this isn’t just a tool for big corporates. Everyday Australians feel its impact whenever they experience smoother checkouts, faster call centre responses, or more reliable public transport.
What’s driving this surge? The cost of lost productivity and customer churn is rising. In a competitive market, every minute a customer spends waiting is a minute closer to switching providers—or leaving a negative review.
At its core, queuing theory models the flow of ‘customers’ (which could be people, cars, or data packets) through a ‘system’ (like a checkout, a call centre, or a loan application process). Key variables include:
By tweaking these variables, organisations can answer questions like: Should we hire another teller for lunch rushes? Is it more cost-effective to add self-serve kiosks or re-train staff for speed? Modern queuing models also factor in human behaviour, such as customers abandoning queues or balking when lines look too long—a phenomenon all too familiar at busy Centrelink offices.
This year, several policy and tech trends are pushing queuing theory to the forefront:
On the regulatory front, the Australian Competition and Consumer Commission (ACCC) has signalled increased scrutiny of digital queue ‘jumping’ tactics that disadvantage certain customers, ensuring fairness as technology evolves.
Whether you’re a business owner, a policy maker, or just someone who hates waiting, queuing theory offers a toolkit for making smarter decisions. For businesses, it means:
For consumers, the benefits are tangible: less time spent in line, better service, and more control over your day. In 2025, as Australian businesses battle for every customer, expect queuing theory to become an invisible but crucial part of your financial landscape.