Workforce Management based on forecasted demand

Health care delivery has a dramatic impact on the quality of life of ev- ery community. Hence, in the past years in many countries, a great effort has been spent in order to rationalize the management of limited resources, such as operating rooms, ambulances or workforce. Nevertheless, to the best of our knowledge, the idea of using demand for driving the workforce optimization process has received little attention in the literature. In this work we address the problem of managing workforce taking into account forecasted demand. We focus on the management of the operators working at the Operations Center of the Emergency Medical Service of Milano, Italy, for which a huge amount of accurate data is available.