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Keeping your stakeholders happy, 9 March 2017

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Presentation by Huw Lewis to the APM North East branch on 9 March 2017 in Newcastle.

Published in: Business
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Keeping your stakeholders happy, 9 March 2017

  1. 1. PowerPoint Title Sub heading if required Keeping your stakeholders happy Huw Lewis Customer Services Director Nexus
  2. 2. 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
  3. 3. 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
  4. 4. Nexus Enabling linkages Functional linkages Diffused linkagesNormative linkages DfT NECA Local councils HSE (outputs) (inputs) LEP Central Government MPs Taxpayers Staff Suppliers Unions Ex-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
  5. 5. 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
  6. 6. Who has influence in a community?
  7. 7. Who has influence in a community?
  8. 8. Stakeholder engagement • 19 July school holidays start • 26-28 July Sunderland Airshow • 2 September Schools return • 14-15 September Great North Run weekend
  9. 9. Customer information • 30,000 social media followers • 300,000 website visits per month • Employer and service user channels
  10. 10. Neighbour relations
  11. 11. Persistent complainers Interested parties Identified neighbours
  12. 12. 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?
  13. 13. 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
  14. 14. 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
  15. 15. • 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
  16. 16. • 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
  17. 17. This presentation was delivered at an APM event To find out more about upcoming events please visit our website www.apm.org.uk/events

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