After the ignominy of robo-debt Services Australia is fundamentally redesigning frontline centres around the needs of customers.
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Step into one of Services Australia’s renovated frontline customer centres and the changes are immediately obvious.
Gone are the big Centrelink and Medicare signs, replaced by a supersized white “Welcome” banner. A new service-friendly, sky-blue palette dominates, mixed with oak timbers and large images of gardens and trees, all designed to relax customers.
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Original URL: https://www.afr.com/politics/federal/how-the-robo-debt-catastrophe-opened-the-door-to-blue-sky-reforms-20230322-p5cuej
