Keeping your stakeholders happy, 9 March 2017
Post on 21-Mar-2017
64 Views
Preview:
Transcript
PowerPoint TitleSub heading if required
Keeping your stakeholders happy
Huw LewisCustomer Services Director
Nexus
Metro: all change modernisation
• Body copy
• Body copy
• Body copy
• Body copy
• Body copy
• Body copy
• £35m a year investment in heavy engineering
• Most projects involve night or 24/7 working
• Compact urban and suburban geography
• The busiest rail routes outside London
• Nexus is a public body accountable to its community
Stakeholder engagement• Planning incorporates stakeholder needs• Early communication to protect services• Identify key sensitivities
Customer information• Early warning of works • Clear explanation of scope• Detailed travel advice across multiple channels
Neighbourhood relations• Street-level engagement and clear information• Day-to-day relationship management
Three phases of engagement
Nexus
Enabling linkages Functional linkages
Diffused linkagesNormative linkages
DfTNECA
Local councils
HSE
(outputs)
(inputs)
LEP
Central Government
MPs
Taxpayers
Staff
Suppliers
UnionsEx-staff
Frequent users
Occasional users
Potential users
Corporate clients
Service providers (NHS etc)
Ward councillors
Education providers
Commercial operators
Political parties
Other PTE/CAs
Commercial entities (eg. shopping centres)
Professional bodies
International transit authorities
Access groups Media Resident groups
Special interest groups
Transport pressure groups
Social media
Those with the power and resources to allow Nexus to exist
Peer organisations No formal relationship, but take an interest in Nexus
Consume outputs or provide some kind of input
Employers
Development agencies
European Union
Emergency services
ORR
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Who are your stakeholders?
CONSULT
City Council - (planning, transport, heritage)
Heritage/arts bodies Access organisations
Artist with work in the station Rugby World Cup local organiser
INVOLVE
City Council – leader and cabinet LEP
ITA members DBTW
Network Rail/East Coast DBTW tenants/Nexus Travelshops
INFORM
Frequent Metro passengers Occasional Metro passengers
Train operating companies Tourism/visitor bodies
ENGAGE
Local businesses East Coast tenants
Taxi operators
Newcastle Central Station
Who has influence in a community?
Who has influence in a community?
Stakeholder engagement
• 19 July school holidays start
• 26-28 July Sunderland Airshow
• 2 September Schools return
• 14-15 September Great North Run weekend
Customer information
• 30,000 social media followers• 300,000 website visits per month• Employer and service user channels
Neighbour relations
Persistent complainers
Interested parties
Identified neighbours
Because they feel you are doing something wrong…. and they may well be right
Because the disturbance is excessive
Because of an X-factor you don’t know about
Why do people complain?
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Central Station: In the public eye
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Please try to keep the font size at 26 in this area of the slide if possible.
Central Station: In the public eye
CONSULT
City Council - (planning, transport, heritage)
Heritage/arts bodies Access organisations
Artist with work in the station Rugby World Cup local organiser
INVOLVE
City Council – leader and cabinet LEP
ITA members DBTW
Network Rail/East Coast DBTW tenants/Nexus Travelshops
INFORM
Frequent Metro passengers Occasional Metro passengers
Train operating companies Tourism/visitor bodies
ENGAGE
Local businesses East Coast tenants
Taxi operators
Newcastle Central Station
• Tailor your stakeholder plan to the project
• Commercial neighbours have unique needs
• Micro-manage the customer environment
• Have the capability to be flexible
Central Station: In the public eye
• Stakeholder planning starts the same day the project does
• The project manager should be accountable
• Your stakeholder team needs all the facts
• Different stakeholders deserve different resource
• Give yourself time, but …
• Don’t let it distract you from the day job
Summary
This presentation was delivered at an APM event
To find out more about upcoming events please visit our website www.apm.org.uk/events
top related