Queues occuring at toll stations cause serious problems to traffic flow and result in strong public complaints. Station managers confront the situation empirically and fail to match adequately the demand for open booths with available personnel capacity. This paper presents a systemic approach which improves on the quality of toll personnel scheduling; it consists of three stages. Firstly, the optimal number of clerks for an 8-hour shift is derived by exploiting the results of a simulation model for vehicle queues. Secondly, the minimum required personnel to serve in a week is calculated by a heuristic. And thirdly, the number of clerks to serve through the year is approximated. Finally, the paper presents a user-friendly computer program which implements the toll station manager in his duties for roster preparation.

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