The Department of Human Services (the department) initially established a panel for Front of House Marketing and Design Services following the integration of Centrelink, Medicare and Child Support in 2011.
The department’s recent approach to market is an opportunity to review and refresh these arrangements. Contrary to recent media reporting, the tender is not the result of planned upgrades to all service centres.
As leases on existing service centres expire, the department looks for opportunities to redesign existing premises to assist the take up of self-service including the use of the department’s digital channels as well as identifying those opportunities to deliver services in one location.
The department accesses specialised design services to deliver a consistent approach across service centres and applies industry best practice in retail and digital signage; accessibility; and customer service.