This case study focuses on the Centrelink expansion project, which aimed to improve accessibility and customer experience at their centres in Hervey Bay and Noosa, Australia. The project encompassed several upgrades and additions to accommodate the needs of both staff and customers.
Project Objectives:
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Enhance Accessibility
The project aimed to create a more inclusive environment by implementing accessible car parking upgrades and incorporating facilities for persons with disabilities (PWD). -
Expand Workstations
The addition of 21 back-of-house workstations for Services Australia and 26 for the National Disability Insurance Scheme (NDIS) aimed to improve operational efficiency and support increased service demands. -
Provide Amenities
The project included the creation of a lunchroom, courtyard, family rooms, couching rooms, community room, and front-of-house (FOH) area to enhance customer comfort and convenience.
Project Details
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Accessible Car Parking Upgrades
To ensure accessibility for all, Centrelink implemented modifications to their car parking facilities. This included reserved accessible parking spaces, appropriate signage, and improved accessibility pathways to the centres. -
Facilities for Persons with Disabilities (PWD)
The expansion project incorporated dedicated facilities catering to the needs of PWD. These facilities aimed to provide accessible entrances, ramps, wider corridors, and accessible restrooms, ensuring an inclusive environment for all visitors. -
Workstation Expansion
Recognizing the growing demands on their services, Centrelink added 21 new back-of-house workstations for Services Australia and 26 workstations specifically designated for NDIS operations. These additional workstations aimed to improve staff efficiency and ensure timely assistance to customers. -
Customer-Focused Amenities
The project included the creation of various customer-centric amenities. This encompassed the construction of family rooms to provide privacy and comfort for families with children, couching rooms to facilitate confidential discussions, and a community room for community events and engagement. Additionally, a redesigned FOH area was implemented to enhance the overall customer experience.
Conclusion
The Centrelink expansion project successfully addressed the objective of enhancing accessibility and improving the customer experience at their Hervey Bay and Noosa centres. Through the implementation of accessible car parking upgrades, dedicated facilities for PWD, additional workstations, and customer-focused amenities, Centrelink aimed to create a more inclusive and efficient environment. These enhancements contribute to the agency’s commitment to providing quality services and support to the community.
Hearing Australia
- Client: Hearing Australia
- Size: 1,000sqm
- Type: Health and Wellbeing
- Services: Architecture and Interior Design
- Team: Evolved Engineers, Knisco, PCG Group, Quadric Projects, Latin Interiors, Autex Acoustics
Hearing Australia approached Leithal Designs to design their new fitouts for all of their upcoming Queensland Hearing Testing Centres.
With dedicated audio rooms; a Visually Reinforced Orientation Audiometry (VROA) room; a client waiting area; reception, staff, tech, and admin areas; the clinics needed a functional acoustic treatment that could meet a variety of acoustic demands throughout the clinics.
Looking for a solution that had both acoustic and aesthetic sensibilities, Leithal Designs partnered with a range of a number of different suppliers including Autex to create a range of unique bespoke acoustic treatments for each space.
“Though this collaboration, we were able to create quiet zones to reduce noise moving around the fit-out, but also created a space that was warm and inviting”, Sonia says.
