PDT Architects were approached by TMR to create a new fit out for their Bundamba Customer Service Centre, that was secure and inviting that pushed the boundaries of the perception of Customer Service Centres. Our response was to create a light and bright space, with an open plan layout where customers could enter and enjoy their experience. The colour palette is calm with natural and emotionally responsive tones that instantly make customers feel welcome in the centre, encouraging connectivity between staff and customers and setting the tone for the level of service they will experience. This project has set a benchmark for maximising natural light, and this will be a key design consideration for all future TMR Customer Service Centres.

The primary function of the facility is located on the Ground Level and operating as a Customer Service Centre. The Customer Service Centre has 10 service counters to facilitate various inclusive needs. This was addressed by having three different counter heights and a concierge desk located at the entry to operate as a single point of contact upon entry. The layout of the CSC counters required full visibility of not only the customers in the waiting area but also positioned in a manner that allowed for full DDA circulation and access to the photo screens that are connected to two of the customer service counters.

The first floor consists of the main staff working area which is occupied by two separate departments: Road Safety and Translink. It was an important design feature to allow these departments to operate independently without any form of physical barrier. Conference Room and Meeting Room facilities were centred around the core of the building with a staff breakout becoming the hero of the space. The client required various seating arrangements in the staff breakout which could also be easily moved for internal staff functions.

As a result of the success of TMR Bundamba, the core concept and approach will be rolled out to various TMR centres, adapting design elements as necessary to suit their other site locations.