Optimal Service Level Research Articles

Take-away and sit-down service operations under inequity aversion

Profit contributed by take-away service has become an increasingly essential element of the restaurant operating revenue. Since take-away service usually relies on the third-party platform and there are many differences between the cost of take-away service and that of sit-down service. We focus on the restaurant which provides both sit-down service and take-away service, the service system is modeled as a two-stage tandem queueing system. We study the restaurant’s optimal capacity level for each stage. Besides, as there exist price/waiting time difference between the two services, inequity aversion is also investigated in our model. We study symmetrical and asymmetrical inequity aversion. We find that the optimal service capacity consists of two parts, base capacity and safety capacity. And the loss resulted from waiting time lag is equal to the waste of resources caused by fluctuations in arrival rate. Further, when customers really long for the restaurant, even if high price will lead to severe inequity aversion, restaurant can always earn more by raising the price in service channel with high revenue. While when customers are indifferent of the restaurant and the others, the price gap is meant to result in revenue decrease. In addition, reduction in customers’ susceptibility can help to enhance operation profit in general. Market environment plays a decisive role in choosing the optimal service level.

Online reviews and spillover effects in the dual-channel supply chain: A choice strategy of sales format

We investigate strategy choice of sales format considering online reviews and the spillover effect in a dual-channel supply chain. Generally, online and offline consumers read online reviews before purchasing, and thus offline retailers will be subjected to the spillover effect of online reviews. We develop joint product quality and service level decision models in reselling and agency selling with online reviews and the spillover effect. There are some interesting findings: first, the optimal service level and product quality increase with online reviews and spillover effect. Second, counterintuitively, the spillover effect of online reviews benefits not only the offline retailer and manufacturer but also the online retailer in some circumstances. Moreover, the win-win sales format for the manufacturer and online and offline retailers exists in some circumstances. Finally, it is interesting to find that consumers’ channel preference in the agency sales format is more important than in the resales.

A mathematical model for the integrated problem of production network design and inventory positioning

In this paper, an integrated approach is addressed to tackle the production network design and inventory positioning problem in a single-sourcing, multi-product, and multi-period context. The objective of our model is to simultaneously determine the optimal network structure, safety stock amounts, and their respective locations, considering normal demand conditions. The main goal is to minimize the overall production network cost. The proposed model merges the traditional network design formulation with that for inventory positioning using the concept of guaranteed service. The developed model is implemented and tested on a case study of office furniture manufacturing, where the bill of materials is considered. The effectiveness of the proposed model is demonstrated by comparing it to a sequential approach where the network structure and safety stock decisions are made sequentially. The results reveal that the integrated approach surpasses the sequential approach, with cost savings ranging from 1.7% to 3.7%. In addition, a higher optimal cycle service level is obtained by the integrated approach compared to that of the sequential approach. To further evaluate the model's performance, a sensitivity analysis is conducted to examine the influence of the model's parameters, i.e., committed service time and coefficient of variation of demand, on its solutions. The analysis shows that when the coefficient of the demand variation remains unchanged, longer committed service times lead to lower safety stock costs and higher optimal service levels. Moreover, it is observed that more safety stocks of components are kept in the upstream layer of the network than those of finished goods.

Simulation Studies of 3-Stage Clos Switching Network with Prioritization Mechanism Used in Flexible Wavelength-Division Multiplexing Network Nodes

Given the escalating need for greater bandwidth, there is a growing interest in implementing mechanisms that ensure reliable and optimal service levels for specific traffic classes, especially during periods of heavy network traffic. One such mechanism is the prioritization mechanism, where certain portions of resources are exclusively allocated to predefined services. In the context of contemporary flexible WDM networks that employ advanced data transmission techniques, efforts have been made to create a simulation program capable of assessing the traffic characteristics of nodes within flexible WDM networks. This article presents a simulator of flexible WDM nodes with an implemented mechanism for prioritizing call classes. The simulator allows us to determine the loss probability for individual traffic classes in a switching network with point-to-point selection. In the simulator, the Clos structure was adopted as the structure of the flexible WDM network node due to its popularity in many studies and applications.

Repair part service level differentiation based on holding other parts shortage costs

PurposeThe article addresses the optimization of safety stock service levels for parts in a repair kit. The work was undertaken to assist a public transit entity that stores thousands of parts used to repair equipment acquired over many decades. Demand is intermittent, procurement lead times are long, and the total inventory investment is significant.Design/methodology/approachDemand exists for repair kits, and a repair cannot start until all required parts are available. The cost model includes holding cost to carry the part being modeled as well as shortage cost that consists of the holding cost to carry all other repair kit parts for the duration of the part’s lead time. The model combines deterministic and stochastic approaches by assuming a fixed ordering cycle with Poisson demand.FindingsThe results show that optimal service levels vary as a function of repair demand rate, part lead time, and cost of the part as a percentage of the total part cost for the repair kit. Optimal service levels are higher for inexpensive parts and lower for expensive parts, although the precise levels are impacted by repair demand and part lead time.Social implicationsThe proposed model can impact society by improving the operational performance and efficiency of public transit systems, by ensuring that home repair technicians will be prepared for repair tasks, and by reducing the environmental impact of electronic waste consistent with the right-to-repair movement.Originality/valueThe optimization model is unique because (1) it quantifies shortage cost as the cost of unnecessary holding other parts in the repair kit during the shortage time, and (2) it determines a unique service level for each part in a repair kit bases on its lead time, its unit cost, and the total cost of all parts in the repair kit. Results will be counter-intuitive for many inventory managers who would assume that more critical parts should have higher service levels.

Research on the improvement mechanism of value-based healthcare objectives in pharmaceutical group procurement

Focusing on the research scenario that integrates value-based healthcare objectives with the pharmaceutical group purchasing model, this study delineates value-based healthcare objectives in pharmaceutical group purchasing from three perspectives: drug sales price, drug quality, and service level. We construct a three-level pharmaceutical group purchasing supply chain consisting of drug manufacturers, medical institutions, and non-profit drug group purchasing organisations. Under centralised and decentralised decision-making, we introduce cost-sharing contracts and “cost-sharing-quantity-discount” contracts to analyse the impact of factors such as drug sales price, quality, and sensitivity of the service level. The study found that: (1) Compared with centralised decision-making, the optimal drug quality and service level in decentralised decision-making and the optimal profits of drug manufacturers and medical institutions will decrease. However, the optimal drug sales price in decentralised decision-making always deviates from that in centralised decision-making, leading to higher or lower drug sales prices. (2) The incorporation of value-based healthcare objectives in the pharmaceutical group purchasing through cost-sharing contracts depends on changes in the proportion of drug quality costs borne by medical institutions. If the proportion is too high, medical institutions will suffer greater losses because they bear too much of the cost. (3) Under certain conditions, cost-sharing contracts can improve supply chain efficiency but cannot achieve supply chain coordination, while the combination of “cost-sharing-quantity-discount” contracts can achieve supply chain coordination in pharmaceutical group purchasing.

Adoption of blockchain considering platform’s information sharing and service effort under the cap-and-trade scheme

We consider a manufacturer and an e-platform where the manufacturer sells products through offline and e-platform channels under the cap-and-trade scheme. The interaction between the two channels produces the cross-channel effect (CCE). This manufacturer cooperates with the e-platform in the agency or reseller mode. In addition, the platform shares its observed data with the manufacturer and the blockchain can achieve traceability and high transparency of these data. We formulate a Stackelberg game to derive the following results: In the agency mode, the optimal service level is independent of (decreases with) CCE without (with) blockchain. CCE positively affects the optimal service level in the reseller mode and the optimal service level has no impact on (increases with) the cap in the agency (reseller) mode. Second, when the platform-enabled power is high (low), the platform is (not) willing to adopt blockchain. Third, coordination of the manufacturer and platform only can be achieved in the agency mode when CCE is low with blockchain. The reseller mode can (cannot) achieve coordination of the two firms with (without) blockchain. We also consider the cases where the manufacturer serves as the leader and the omni-channel strategy is adopted to check the robustness of the coordination results.

Inventory Control for Eyeglass Supply Using the P Model Based on Sales Products Sales Forecasting (Case Study: Merry Optic Bandung)

Inventory is a resource owned by the company to be used in the production process to meet consumer demand. Companies must be able to control inventory appropriately in order to avoid excess or shortage of inventory by using inventory control. Inventory control is a necessary part of a company that requires an appropriate inventory policy to meet uncertain needs. Based on this background, this study discusses the single item inventory model in the form of photochromic glasses at Merry Optik to find the optimal total inventory cost. In meeting the uncertain needs of the company, the Additive Decomposition forecasting method is used in order to find out the forecast sales data pattern in the future. Uncertain demand causes the inventory system to be probabilistic, so it is necessary to carry out probabilistic inventory control. The P model of the case of back orders was chosen because the range of ordering periods is fixed and the company can buy inventory when it runs out before the time the inventory order is made so that buyers can wait until the inventory arrives. By using Model P for the case of back orders, the company can obtain the period between orders, the total cost of inventory, and the optimal level of service. Based on the results of this study, a pattern of sales forecast data is obtained which repeats every 12 months. Companies must order glasses within a period of 32 days between orders so that it is optimal and able to provide a reduction in the total inventory cost of IDR 21,828,771 with a service level of 95%. Companies can save on inventory costs if they use shorter periods between orders. The total cost of inventory can be more optimal if the company reduces the cost of storing inventory in the warehouse.

Inventory Control for Eyeglass Supply Using the P Model Based on Sales Products Sales Forecasting (Case Study: Merry Optic Bandung)

Inventory is a resource owned by the company to be used in the production process to meet consumer demand. Companies must be able to control inventory appropriately in order to avoid excess or shortage of inventory by using inventory control. Inventory control is a necessary part of a company that requires an appropriate inventory policy to meet uncertain needs. Based on this background, this study discusses the single item inventory model in the form of photochromic glasses at Merry Optik to find the optimal total inventory cost. In meeting the uncertain needs of the company, the Additive Decomposition forecasting method is used in order to find out the forecast sales data pattern in the future. Uncertain demand causes the inventory system to be probabilistic, so it is necessary to carry out probabilistic inventory control. The P model of the case of back orders was chosen because the range of ordering periods is fixed and the company can buy inventory when it runs out before the time the inventory order is made so that buyers can wait until the inventory arrives. By using Model P for the case of back orders, the company can obtain the period between orders, the total cost of inventory, and the optimal level of service. Based on the results of this study, a pattern of sales forecast data is obtained which repeats every 12 months. Companies must order glasses within a period of 32 days between orders so that it is optimal and able to provide a reduction in the total inventory cost of IDR 21,828,771 with a service level of 95%. Companies can save on inventory costs if they use shorter periods between orders. The total cost of inventory can be more optimal if the company reduces the cost of storing inventory in the warehouse.

Medical service pricing and pharmaceutical supply chain coordination contracts under the zero-markup drug policy.

To implement state policies of zero-markup drug policy and medical service fee adjustment for public hospitals, this study constructed game models of the pharmaceutical supply chain, consisting of a drug supplier and a public hospital. The study obtained the optimal medical service level and pricing under the new state drug policies. In addition, it analyzed the impacts of the degree of public benefit of hospitals on the medical service level, the medical service price, and the drug price. Finally, from the perspective of cooperation between drug suppliers and public hospitals, the specialized coordination contract was designed to maximize overall social welfare. This study found an anomalous but meaningful conclusion: in the background of the zero-markup drug policy, a higher public benefit of hospitals could increase the drug prices, but it could reduce the medical service prices further to cut down on the overall treatment fees for the patients. The novel coordination contract can optimize the pharmaceutical supply chain and achieve a win-win situation for the drug suppliers, public hospitals, and patients. When the public benefit of hospitals is higher, the profit of a decentralized decision-making supply chain is greater than a centralized one, while the pharmaceutical supply chain will not coordinate itself.

СКЛАДСЬКЕ ГОСПОДАРСТВО ТА ПІДХОДИ ДО ФІНАНСУВАННЯ СТАРТАПІВ У ЛОГІСТИЧНІЙ ГАЛУЗІ

The relevance of the proposed study is due to the importance of the coordinated activity of the warehouse economy, as one of the most important elements of the logistics system, which takes place at any stage of the material flow from the sources of raw materials to production and, subsequently, to the final consumer. The method of research is the analysis of logistics problems in the activities of business companies, their leaders and the identification of optimal financing options. During the research, we used the bibliographic method, methods of analysis and synthesis, the method of descriptive statistics, the method of expert assessments, graphical and tabular methods, as well as the modeling method. By the method of expert assessments, the key problems of warehouse logistics enterprises are summarized, the causes of their occurrence and the possible consequences of ignoring them are determined. The author's vision of solving the specified warehouse problems in order to ensure the preservation of stocks, cost efficiency and the optimal level of logistics service is presented. Ways to solve warehouse problems include the implementation of specialized software, warehouse planning technology, in particular, the warehouse management system (WMS), establishing relationships with various links of the supply chain, and organizing external and internal marketing research to prepare the logistics enterprise for seasonal fluctuations in demand; the safety rules for warehouse personnel are summarized, as well as the issue of organizing regular control of logistics processes of the warehouse is substantiated. The main logistics functions and the structure of the logistics process of the consolidation warehouse are considered, the advantages and disadvantages of their use are classified. Examples are given of the priorities for the development of robotics and the introduction of startups in the innovative activities of the domestic warehouse infrastructure. Current trends of the Ukrainian robotics market are highlighted. Popular forms of financing the needs of warehouse management are outlined. The advantages and disadvantages of external sources of financing innovative activities are analyzed. Examples of attracting grants for the needs of warehouse logistics equipment are given.

Analisis Sistem Antrian Pada Masa Pasca Covid’19 Dengan Model Multi Channel-Multi Phase Dalam Optimalisasi Pelayanan Nasabah Bank BRI Unit Aek Kanopan (Labura)

Administrative and banking services at PT. Bank BRI Unit Aek Kanopan (Labura) has 2 services consisting of teller services and customer service services. Teller services and customer service services often experience queues of customers coming and making service transactions. This study aims to determine the optimal level of the queuing system for teller service and customer service with the help of C Sharp application. This study discusses the shape of the queuing model. The queuing model used is Multi Channel-Multi Phase with the control notation type (M/G/2)∶ (FIFO/∞/∞). The Multi Channel-Multi Phase model is a multi-stage multiple-line queuing system method. With a FIFO (First in first out) service pattern, namely first come first served earlier and earlier out. The results of this study are based on the results of calculating arrival patterns and service time patterns, there are 2 parts to the research results consisting of teller services and customer service services. In teller service, the average customer arrival (λ) is 1.48 customers per minute, the average customer that can be served (μ) is 5.12 customers that can be served per minute, and the average level of service intensity ( ρ) is 3.78 < 1. Furthermore, in customer service, the average customer who comes (λ) is 0.83 customers who come per minute, the average customer who can be served (μ) is 0.01035 customers that can be served per minute, and the average level of service intensity (ρ) is 0.015 < 1. Based on the results of the analysis of the queue system for teller service and customer service, it can be concluded that the optimal level of teller service and customer service can be said to be sufficient effective and optimal. In order to make the service more effective, add one service line or service facilities for both services.

Pricing Decision Models of Manufacturer-Led Dual-Channel Supply Chain with Free-Rider Problem

We study the strategic pricing decision models of manufacture-led dual-channel supply chains with the free-rider problem under the service level and cost. We use the Stackelberg model to study the impact of the degree with the free-rider problem of consumers on the optimal pricing strategy and the optimal service level of the dual-channel supply chain under various decision-making modes and carry out a numerical simulation. The main conclusions are as follows: In the retailer’s dual-channel supply chain, the deepening of consumer free-riding behavior will reduce the enthusiasm of retailers, but the weak position of the channel will lead to improved service levels and reduced prices, as well as to increase the wholesale price to cover costs. In the manufacturer’s dual-channel supply chain, the deepening of consumer free-riding behavior will lead to a decline in the retailers’ service level and enthusiasm, as well as to a decrease in the wholesale prices and retailers’ pricing. In the two types of dual-channel supply chains, the demand of manufacturers’ network channels increases, the price increases first and then decreases, and the profits of all supply chain members decrease with the increase in the free-rider coefficient of consumers. Finally, we use numerical simulation to verify the validity of the above conclusions, which provides a scientific basis to make optimal pricing decisions in the manufacturer-led dual-channel supply chain.

Simulation Study on the Coupling Relationship between Traffic Network Model and Traffic Mobility under the Background of Autonomous Driving

Autonomous driving technology will bring revolutionary changes to the development of future cities and transportation. In order to study the impact of autonomous driving on urban transportation networks, this paper first summarizes the development status of autonomous driving technology, and then three space–traffic network coupling models are proposed based on the differences of speed and space, which are the traditional difference type, scale variation type, and slow-guided type. On this basis, a new 4 * 4 km grid city model is constructed. Based on the MATSim multi-agent simulation method, the traffic parameters of the three models are studied. The results show that under the same traffic demand, the service scale and level of the three traffic networks are significantly different. The optimal service level of the traditional differential type is 2.15 times the efficiency of the slow-guided type. Under the same demand and road network mode, the travel speed of the autonomous driving mode is 1.7–2.8 times that of the traditional mode. Under the same lane area ratio, the travel speed of traditional driving is much smaller than that of autonomous driving, which is about 2.6–3.6 times greater than the former. The research conclusion has certain reference significance for formulating urban spatial development strategies and policies under autonomous driving environments and for promoting the sustainable development of urban transportation.

Optimal retail price and service level in a dual-channel supply chain with reference price effect

<p style='text-indent:20px;'>We study the optimal retail price and service level in a dual-channel supply chain in which the manufacturer may sell products through its online channel and offline retailer. Consumers with channel preference make their purchasing decision based on retail price, service level and channel valuation difference. We consider the reference price effect into a Hotelling utility function to formulate the competition of retail price and service level. We analytically derive the unique equilibrium separately in three power structures: (1) Manufacturer-led Stackelberg game (MS), (2) Retailer-led Stackelberg game (RS) and (3) Nash game (N). Particularly, we characterize the impacts of channel valuation difference and reference price effect intensity on the optimal decision and expected profit. In contrast to the previous literature on the dominance of the supply chain in that the dominance always can raise the dominant enterprise's profit, our findings indicate that supply chain members with channel advantages and channel disadvantages have different preferences for power structure. The member with channel disadvantages should give up dominance. Only when channel valuation difference is significant or reference price effect intensity is weak, the member with channel advantages will fight for dominance. Nash game is highly competitive in that the members only earn less profit. Numerical examples verified theoretical results.</p>

Human Services or Non-Human Services? How Online Retailers Make Service Decisions

With the development of Internet technology, online shopping has become increasingly popular. Owing to the improvement of living standards, the quality of e-service has become one of the important criteria for online shopping, with online shopping consultation being one of the key services. At the same time, the emergence of new technologies such as Artificial Intelligent (AI) has allowed online retailers to increase the availability of non-human online shopping consultation services. Therefore, this paper investigates the service decision problem between human and non-human online shopping consultation services for online retailers in the online duopoly market. By constructing a Hotelling improvement model and applying it in a new way, considering consumer preferences for human services, this paper explores the impact of the optimal service level of human online shopping consultation services and consumers’ sensitivity to the service level of human services on online retailers’ pricing, service decisions, etc. Our research results show that consumers’ sensitivity to the service level of human online shopping consultation services has an impact on the demand and profit of online retailers. In addition, human online shopping consultation services are not always beneficial to the profitability. Furthermore, when two online retailers compete, the utility of the non-human online retailer’s service to consumers can influence the service decisions of the other online retailer.

Optimal pricing and service level in supply chain considering misreport behavior and fairness concern

In the supply chain, there exists the phenomenon that misreport behavior and fairness concern coexist. The reference point for fairness concern is usually upstream publicly disclosed profit, whereas upstream may hide its true information. Few research investigates the phenomenon deeply. To address the gap, this paper studies a supply chain consisting of a manufacturer with possible misreport behavior and one retailer with possible fairness concern. Four Stackelberg game supply chain models are constructed. Optimal decisions and profits under different scenarios are solved simultaneously and compared, and find that: Firstly, the manufacturer’s misreporting behavior is harmful to the retailer. Secondly, the retailer’s fairness concern behavior will shorten the manufacturer’s profit and help itself to face manufacturer’s misreport behavior. Thirdly, face to the retailer’s fairness concern, the manufacturer can benefit from appropriately misreporting. Through numerical analysis and extension to one-to-many general situation, the above findings are verified and analyzed.

Modelling retail inventory pricing policies under service level and promotional efforts during COVID-19

Most supply chain and production systems faced multiple manufacturing and delivery challenges during COVID-19 and transformed their supply chain for improved customer service. These challenges are mostly related to stocking and managing the inventory flow throughout the supply chain (from manufacturer to end consumer). Due to the COVID-19 travel and movement restrictions, inventory reorganisation is necessary for fulfilling consumer demand with adequate service facilities. The safety and serviceability of inventory consumption is the primary concern of many retail grocery stores and consumers. Maintaining the supply of groceries items during and post COVID-19 time without disruption is a real operational and policy challenge. Therefore, this research tries to solve an inventory pricing mechanism and retailer's profit under the optimal service level and retailers' promotional efforts. The proposed optimisation model is validated in the grocery retail sector. The grocery retail market situation is modelled when the demand for the grocery product (which may be essential items) and selling price depending on the investment in item promotional effort and consumer serviceability. The retail grocery store's investment in the product promotional efforts, such as awareness of the item availability and no-contact delivery which, may attract consumers. Therefore, the proposed inventory consumption is modelled with an optimisation problem to maximise the store profit with the optimal investment in promotional activities and service facilities to the consumers and maintain an optimal replenishment cycle. The optimisation model is tested with three different cases (no investment in promotional efforts, no investment in service facility, and investment in both) of investment to maximise the retailer's profit and stock availability. The optimality results depicted that investment in promotional efforts and service facility givens higher profit to the retailer. The proposed optimisation model's policy implications would help grocery retail store managers to develop operational strategies for maximising profit with the optimal service level and promotional efforts.

Omnichannel Retail Strategy Considering Cost-Sharing and Consumer Heterogeneity under Different Power Structures

This paper explores two Omnichannel retail models consisted of one online platform and one brick-and-mortar store under different power structures considering cost-sharing mechanisms. In retail supply chain dominated by the online platform and brick-and-mortar store, respectively, under a “Buy online and pick up in store” strategy, the influences of the cost-sharing ratio and the proportion of traditional consumers on pricing and service decisions, the demands of various groups of consumers, and the performance of the retail system have been examined. In addition, the results of decision-making and profitabilities of retailers under different power structures have also been considered. The key findings show that the optimal price and service level first increase and then decrease with the cost-sharing ratio in a retail system dominated by the online platform. In contrast, the price and service level increase with the cost-sharing ratio only when the proportion of traditional consumers is relatively large in a retail system dominated by brick-and-mortar store. The symmetry demand increases as the scale of traditional consumers shrinks when the cost-sharing ratio is relatively large in a retail system dominated by the online system. At the same time, it only increases when the cost-sharing ratio is in the range of 5/8,5/6 in a retail system dominated by the brick-and-mortar store. No matter what the power structure is, the profit of the retail system always first increases and then decreases with the proportion of traditional consumers. Additionally, when the cost-sharing ratio and the proportion of traditional consumers are relatively small, the total demand in the retail system dominated by the online platform is higher than that in the retail system dominated by the brick-and-mortar store. The total profit is larger in the online platform-dominated retail system than that in the brick-and-mortar store-dominated retail system when the cost-sharing ratio is relatively high. However, when the cost-sharing ratio is relatively low, the profitability of the brick-and-mortar store-dominated retail system is stronger.

The Impact of the COVID-19 Pandemic on Emergency Department Visits Resulting in Ophthalmology Consultations.

Introduction The aim of this study is to determine the characteristics of eye-related emergency department (ED) visits resulting in ophthalmology consultation during the COVID-19 pandemic and compare them against an equivalent period from the previous year. Methods In this study, we reviewed the charts of patients who were admitted to ED with ocular complaints between March 11th, 2020 (the date of the first COVID-positive case in our country) and March 11th, 2021 (Study period 1; SP1) and those who were admitted to ED within the equivalent period of the previous year (Study period 2; SP2). The frequency of eye-related cases, the urgency status of complaints, diagnosis, treatment applied, and hospitalization status of the patients were compared. Results The proportion of ophthalmology consultations among all medical departments decreased from 4.52% to 4.04% (p<0.001). There was a 40.5% reduction in eye-related ED admissions during the pandemic, and the top three ocular diagnoses were foreign bodies of the ocular surface (24.3%), corneal abrasion (18.7%), and blow-out fractures (6.2%) during SP1. The proportion of urgent eye-related emergency visits increased during the pandemic year (80.7% of total cases) compared to the year prior to the pandemic (66.0% of total cases) (p<0.001). Although the number of ophthalmology consultations per day decreased during lockdown periods, this decrease was not statistically significant. Conclusion During the first year of the COVID-19 pandemic, the number of eye-related ED visits decreased in comparison to the year which preceded the pandemic. However, the proportion of urgent visits increased during the pandemic. Understanding the circumstances under which patients seek eye care in EDs is critical to rendering the optimal level of service of available resources.