Profile - Model makeovers
Model and makeover are not words usually associated with building refurbishments but that’s just what is happening across the department’s client service areas.
As part of its Client Services Improvement Programme, the department is progressively making over its public areas using a model office concept which will eventually see all public areas sporting similar colour palates and seating arrangements and improved natural lighting.
The new look is designed to create a consistent feel in all client service areas and reflect the business and cultural transformations that the department has been undergoing over the last two years.
But the model is adaptive. ‘We are learning more with each one we do, so there are slight variations,’ said Steve Dollimore, Director Property Services.
The refurbishments are designed to make the public areas more welcoming, client-friendly and help streamline work processes.
‘The whole philosophy was if we make it really, really good for clients, we’ll make it good for staff as well,’ said Gavin McCairns, NSW State Director.
The Melbourne, Parramatta and Sydney offices are already up and running with others to follow as new leases are due.
Minister for Immigration and Citizenship Kevin Andrews launched the new look Melbourne office when he visited in 2007.
In two working days between Christmas 2006 and New Year, Melbourne counter staff served 770 clients. The contact centre took almost 5000 calls and around 3000 calls were answered by the Translating and Interpreting Service.