Front Desk Inclusivity: A Systematic Review on Facilities Management Approaches for Autism Accommodation in High-Traffic Areas

Abstract

Persons with autism (PWAs) and their caregivers often face significant challenges when interacting with high-traffic front desk environments due to sensory sensitivities, a lack of staff awareness, and the absence of inclusive facilities. These issues can lead to distress, communication difficulties, and service delays, highlighting the urgent need for more autism-friendly practices in public service delivery. Aligned with the government's 'Ekonomi MADANI: Memperkasa Rakyat' initiative to enhance public service efficiency, this paper explores facilities management strategies for PWAs in high-traffic front desk areas. The aim is to create inclusive environments that cater to the unique needs of PWAs and their caregivers. Key strategies include sensory-friendly or quiet rooms to reduce overstimulation, special or fast lanes to minimise stress and waiting times, sensory kits for distraction, visible autism logos to signify available support and accommodation, and employee training on autism awareness and sensitivity. Using a qualitative methodology, specifically a systematic review following PRISMA guidelines, this study synthesises existing research on autism-friendly practices in facilities management. The findings aim to provide evidence-based recommendations for improving accessibility and user experience for PWAs and their caregivers. Facilities can enhance accessibility and the experience for persons with autism (PWAs) and their caregivers by adopting these inclusive practices, thereby creating a more welcoming and inclusive environment. (187 words).