IRS Call Centre 1
Inland Revenue Scotland, East Kilbride, Scotland

Project Value: £2 million
Client: Inland Revenue Scotland

From 1995 until 2002 the Practice undertook all the Space Planning and Interior Design work for Inland Revenue Scotland. Of all the projects undertaken the one which had the most impact on the IRS business was Call Centre 1, which was the first Call Centre to be operated by a Government Department.

This project was driven by an ever increasing use by taxpayers of the telephone which forced changes in the operational methods of the Inland Revenue Scotland. In response to this and to maximise the efficiency on this type of service, a dedicated Call Centre for enquiries was required.

Following a detailed feasibility study, it was decided to locate the new Call Centre in East Kilbride.

The Brief from the client was to design a Call Centre that would set a standard for design and be at the leading edge technologically.

The competition which drove the Design was to deliver the IT and power cabling to the workstations around the perimeter of the space, this enabled the ceiling to be extensively modulated to provide both a visual and acoustic softening of the space.

The Colour scheme of alternate midnight blue, cream and turquoise columns up the length of the Call Centre and at the window edge creates a successful spatial subdivision and generates separate working areas. The design principles are taken into the support areas and the resultant totality provides a sophisticated working environment of a very high quality.

Photos © Keith Hunter