ROAD TRANSPORT AUTHORTY of NEW SOUTH WALES

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Defining the service zones.
The RTA Blacktown registry design has eight distinct service zones:

01.] External zone. The first, the external zone provides the overall visibility including the RTA brand along with consideration for future opportunities to employ new technologies such as the streaming of digital signage information onto the windows. We wanted to give a clear view through to a clean interior with an easily identified central service zone and strong graphic information zones.

02.] Entry zone. The entry zone allows the customer to easily determine where they need to go to access the right service. Here, on the welcome mat, the customer faces a simple service menu and a Q-matic ticketing system.

03.] Browse and education zone. This area allows customers who are waiting, to freely browse the range of information offered by the RTA. The browse zone sits within the sight-lines of the waiting areas and is designed to build awareness of all the information and services offered by the RTA. It is a communications zone about information combining print and electronic media. Information is displayed in categories to allow quick scanning of topic areas.

04.] Waiting zone. The waiting zone is the place where customers spend most of their time at an RTA branch. With this captive audience we had the opportunity of giving customers access to valuable information that is unique to RTA's resources but also the experience should be pleasant and a reflection of RTA�s commitment to a high level of quality in products and services. In reconfiguring the waiting zone we created more discrete waiting zones connected to the different service zones.

05.] Transaction and licence counters. The transaction area allows customers to complete the full range of services and payments offered by RTA. Wait times for the customer can range between 5 to 20 minutes, providing the RTA with a valuable opportunity to offer information and entertainment to customers and enhance the wait experience. Security for staff was a major concern in the design consideration of the transaction counters. However we also wanted a clean and friendly appearance. Our solution was to create a single integrated counter fa�ade with softly irregular openings for staff customer communication. The organic openings were designed to create a more friendly frame for the service experience. Secondly we added individual leaning counters at each service bay to suggest that each transaction was unique and important.

06.] Knowledge test zone. The knowledge test area allows customers to sit a PC based test to pass various levels of driver testing and ultimately achieve their full licence. The Knowledge testing zone needs to be quietest zone in the registry. It needs to be easy to supervise and clearly identified. It seemed important that this zone act as a starting point for further development of the RTA�s educational offer.

07.] Driver test zone. The driver test zone is an area where applicants come to take their driving test. Testees often come with family members so there was some real advantage in creating a separate foyer or waiting space for prospective driver trainees. The area was given a separate entrance and clear signage.

08.] Maritime counter. The Maritime service counter is a dedicated service point within the RTA shop giving customers access to maritime services such as renewal of boating licences.

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