In early 2017, the Department of Housing and Public Works began exploring options for the relocation of the Fortitude Valley Housing Service Centre, triggered by the imminent expiry of its property lease.
Providing housing assistance to people in need involves a complex set of service interactions across multiple government and community partners. Facing such a system-wide challenge required a collaborative and transdisciplinary approach. The decision was therefore made to co-design the new centre. The project included a six-week focus period incorporating staff workshops, in-depth interviews, brainstorming sessions and workshops with clients, community providers and senior stakeholders.
The ideas and feedback from stakeholders were used in the final design of the new office, and has resulted in a housing service centre that truly meets the needs of the Queenslanders who visit the centre and the staff who work there, and makes it easier for customers to access information and services. This is reflected in the overwhelmingly positive feedback from both clients and staff, and the accolades received from the community. In the first three months of operation, the centre received a feedback rating of “excellent” by 100 per cent of clients.