The document discusses a communication register set up for a road improvement project between Coal House and Metro Centre in Gateshead, UK from 2014 to 2016. The register logs all daily communications with external stakeholders and residents, including queries, complaints, compliments, and claims. Each enquiry is recorded with details and status updated on a shared system for the client. The register allows tracking of over 200 queries and over 100 complaints and compliments to date. It provides transparency and a tool to measure trends and lessons to improve service delivery and stakeholder feedback.

1. WHERE?
Gateshead
WHEN?
From Aug 2014 - 2016
PROJECT
A1 Coal House to Metro Centre Improvement Scheme
DIVISION
Major Project(Regional)
“Hi Joanne,Myself and Richard would like to thank
you and Sean forcoming out to see us today and
bringing forward thebuilding of the fence”
Mr & Mrs StephensonofWestWay Gateshead
COMMUNICATION REGISTER
The communication register is set up as a collaborative
working tool for both the clientand contractor.The register
highlights daily communicationsfor external stakeholders
and residential enquiries includingHAILS. Each enquiry is
logged separate statingwhether itis a query, complaint,
compliment or claim.The communication register is
updated daily on the shared Business Collaborator (BC)
system for the clientreference. The clientcan identify
enquiry completion by the CLOSED status;this is paramount
as we the contractor adheres to the client15 day resolution
period which contributes to our Key Performance Indicator.
It is importanceto ensure a track of communications are
kept for possibleauditpurposes and contributes to service
delivery improvement and feedback from the stakeholder.
THE RESULTS
205 Queries to date
43 Complaints to date
61 Compliments to date
14 Claims to date
Open and honest reporting to our client
Trends measured and lessons learned
The sourceof the enquiry can be measured (what
works well?)
A visual tool for meetings and reporting
Collaborativeworkingtool for both the clientand
contractor
For more information, please contact:
Joanne Padgett, PublicLiaison A1CH2MC
Mob: 07824 406 050
Joanne.padgett@balfourbeatty.com
SITE COMMUNICATIONS REGISTER
SERVICE DELIVERY