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For Central Australian Aboriginal Congress, we designed and implemented a regional call centre purpose-built for consistent care across the communities of Central Australia — every caller, every community, one standard of service, day and night.
The challenge
Congress serves Aboriginal communities spread across a huge footprint of Central Australia — some 240 km by road from the nearest hospital, many reachable by air as easily as by road. Small community clinics can’t staff around the clock, but the need for care doesn’t keep office hours. After-hours calls needed to reach people with the right local knowledge: which clinic is closest, which airstrip can take a night landing, how far the hospital really is.
What we built
Designed and implemented end to end — call flows, staffing model and operations — so every community receives the same standard of care, whatever the hour and whatever the postcode.
Every community profiled in one place: nearest clinic, day and night airstrips with distances, nearest hospital by road, and aerial maps with numbered houses — so operators answer with local knowledge, instantly.
No new phone systems, no rip-and-replace. The call centre plugs straight into the existing phone network — adoption measured in minutes per clinic, not months.
Simple by design
The call centre integrates simply into the existing phone network — when a clinic closes for the day, they simply switch their night switch to a predetermined call centre number. Calls flow to the call centre, communities get consistent after-hours care, and the clinic changes nothing else about how it works.
In the product
The community information view puts everything an operator needs on one screen — here, Utju (Areyonga): the clinic in community, the airstrip 4.7 km away for day or night landings, Alice Springs Hospital 240 km by road, and an aerial map with every house numbered for fast, precise response.
Communities are managed in a single sortable list — nearest clinic and distance at a glance, from Imanpa to Mutitjulu — so coverage and response planning are based on facts, not guesswork.
The outcome
How we got there
Mapped how care actually flows after hours across the communities — clinics, airstrips, hospitals and distances — and designed the call centre model around it.
Implemented the call centre and the community information system together, profiling each community’s clinic, airstrip and hospital data with aerial mapping.
Rolled out clinic by clinic with nothing more than a night-switch change — then stayed on to support, refine and extend as needs evolve.
That’s exactly what we did for Congress. Let’s talk about yours.
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