Communication and Consultation

Auckland City Rail Link In association with:

COMMUNICATIONS AND CONSULTATION PLAN Connectus Document Ref: 650-Y003-2719 Revision: 03 23rd May 2017

COMMERCIAL IN CONFIDENCE

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DOCUMENT INFORMATION Organisation:

Connectus

Document Title:

Communication & Consultation Plan

Connectus Document Number

650-Y001-2719

Client:

City Rail Link Limited

Project:

CRL Enabling Works

Location:

Auckland CBD

Project No:

2719

REVISION HISTORY Rev

Date

Details

Author

A

13/06/2016

Draft - For Review

C. Farrant

0

22/06/2016

Project Approved

A. HowardSmith

1

18/07/2016

Final-AT’s comments incorporated

A. HowardSmith

2

27/012017

Annual Review

A. HowardSmith

3

23/05/2017

Annual Review

A. HowardSmith

Reviewer

Approver

C. Powell J. Surphlis

C. Powell

This document remains the property of Connectus. Its contents are confidential and shall not be reproduced, destroyed or given away without the express, written permission of Connects. The electronic version of this document in iTWOcx Database on designated server(s) is the Master Copy and is a controlled document. Unless specifically noted thereon, other copies of this document are uncontrolled.

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

Table of Contents 1.

2.

3.

BACKGROUND .......................................................................................................................... 6 1.1

THE IMPORTANCE OF STAKEHOLDER COMMUNICATIONS........................................... 6

1.2

WHO IS INVOLVED IN THE CITY RAIL LINK PROJECT..................................................... 6

1.3

REQUIREMENT FOR A STAKEHOLDER COMMUNICATIONS PLAN ................................ 6

PLAN OVERVIEW ...................................................................................................................... 6 2.1

PURPOSE........................................................................................................................... 6

2.2

GOALS................................................................................................................................ 7

2.3

COMMUNICATIONS STRATEGY........................................................................................ 7

2.4

KEY MESSAGES ................................................................................................................ 7

2.5

COMMUNICATIONS BRANDING ........................................................................................ 8

2.6

SCOPE ............................................................................................................................... 8

PRINCIPLES AND OBJECTIVES ............................................................................................... 9 3.1

4.

5.

6.

ROLES AND RESPONSIBILITIES ............................................................................................ 10 4.1

KEY RESPONSIBILITIES .................................................................................................. 11

4.2

REPORTS AND MEETINGS ............................................................................................. 13

4.3

NOTIFICATION OF CONSTRUCTION ACTIVITY .............................................................. 14

COMMUNICATION TOOLS ...................................................................................................... 15 5.1

ENGAGEMENT TOOLS .................................................................................................... 15

5.2

LIAISING WITH STAKEHOLDER GROUPS ...................................................................... 18

5.3

CRISIS AND EMERGENCY COMMUNICATIONS ............................................................. 19

5.4

EVALUATING COMMUNICATIONS PERFORMANCE ...................................................... 20

ADVISING ABOUT WORK ....................................................................................................... 21 6.1

7.

OBJECTIVES .................................................................................................................... 10

ADVISING RESIDENTS AND BUSINESSES ..................................................................... 21

COMMUNICATION CHANNELS............................................................................................... 23 7.1

COORDINATING PROJECTS AND INFORMING THE PUBLIC......................................... 23

7.2

ENGAGEMENT OF DIVERSE COMMUNITIES ................................................................. 24

7.2.1 7.3

Engagement Activities.................................................................................................. 24

INFORMATION AND PUBLICITY ...................................................................................... 25

7.3.1

Programme.................................................................................................................. 25

7.4

MANA WHENUA HUI ........................................................................................................ 26

7.5

COMMUNITY LIAISON GROUP MEETINGS ..................................................................... 27

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7.6

PROCESS OF CLG MEETINGS........................................................................................ 28

7.7

OPEN DAYS AND MEDIA EVENTS .................................................................................. 28

7.8

PRESENTATIONS ............................................................................................................ 29

7.9

NEWSLETTERS, BROCHURES, WEBSITE AND SOCIAL MEDIA .................................... 30

7.9.1

Media Channels ........................................................................................................... 30

7.10

BRANDING .................................................................................................................. 31

7.11

SIGNAGE..................................................................................................................... 31

7.11.1 Signage Process.......................................................................................................... 32 8.

DAY TO DAY COMMUNICATIONS .......................................................................................... 32 8.1

24/7 HELPDESK ............................................................................................................... 32

8.1.1 8.2

24/7 Helpdesk Process ................................................................................................ 33

PUBLIC ENQUIRIES ......................................................................................................... 33

8.2.1

Public Enquires Process .............................................................................................. 33

8.2.2

Response Timeframe................................................................................................... 35

8.3

COMPLAINTS ................................................................................................................... 35

8.3.1

Complaints Process ..................................................................................................... 36

8.3.2

Response Timeframe................................................................................................... 36

8.4

MEDIA ENQUIRIES AND RELEASES ............................................................................... 37

8.4.1

Media Enquiries ........................................................................................................... 38

8.4.2

Media Process ............................................................................................................. 38

8.5

POTENTIAL CONTENTIOUS ISSUES .............................................................................. 39

8.5.1 8.6

Contentious Issue Process........................................................................................... 39

OFFICIAL INFORMATION ACT REQUESTS AND PRIVACY ACT .................................... 40

APPENDIX A: DEFINITIONS ........................................................................................................... 41 APPENDIX B: KEY CONTACTS ...................................................................................................... 42 APPENDIX C: STAKEHOLDER CONCERNS ANALYSIS MATRIX .................................................. 43 APPENDIX D: RISK MITIGATION MATRIX ..................................................................................... 44 APPENDIX E: BUILDINGS IMMEDIATELY AFFECTED BY CRL CONNECTUS SCOPE................. 45 APPENDIX F: IDENTIFIED BUILT HERITAGE AND ARCHAEOLOGY ............................................ 50

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

1.

BACKGROUND

The City Rail Link (CRL) is the cornerstone project of the Auckland Plan, Long Term Plan and the City Centre Master Plan. The CRL will extend Auckland’s passenger rail system past Britomart to provide two new city stations. These will connect to the existing regional rail network at Mt Eden station and enable two way flow across the rail network.

1.1

THE IMPORTANCE OF STAKEHOLDER COMMUNICATIONS

The CRL project construction zone is a busy, multi-use area affecting a range of transport, business, community and residential activities. Public liaison and stakeholder communications are critical to the success of this project.

The wide-ranging concerns and the needs of all stakeholders will be considered and addressed during the Early Contractor Involvement (ECI) design development stage, as well as during the construction stage. This will be achieved through close collaboration with Auckland Transport (AT) and stakeholder engagement and communications planning initiatives.

1.2

WHO IS INVOLVED IN THE CITY RAIL LINK PROJECT

Two joint venture contracting teams will be working together to deliver the CRL project. They are: • Connectus (McConnell Dowell and Hawkins JV), and • Downer NZ and Soletanche Bachy JV

1.3

REQUIREMENT FOR A STAKEHOLDER COMMUNICATIONS PLAN

Connectus has been engaged by AT to carry out the Auckland CRL Enabling Works Contract 2. As part of the contract we are required to have a clear and effective Stakeholder Communications Plan in place.

We are committed to mitigating the impact of the CRL on the local living, working and transport environment. The Stakeholder Communications Plan provides the framework to ensure that appropriate communication and consultation is undertaken with the community, stakeholders and affected parties. It must be implemented and complied with for the duration of the construction of the CRL.

2.

2.1

PLAN OVERVIEW PURPOSE

The purpose of this Stakeholder Communications Plan is to describe the processes and protocols relating to how we will: • manage and deliver communications to the stakeholders and communities who are affected by the CRL work • provide assistance and cooperation to AT in relation to media and stakeholder CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

relations activities, and • comply with the requirements and responsibilities set out in AT’s own Communication and Stakeholder Management and Communication Plan.

2.2

GOALS

The Connectus Stakeholder Communications Plan will ensure: •

the public and affected communities are well informed and feel safe. They will know about construction progress and future construction activities and any constraints that could affect them.

•

disruptions are minimised

•

there is ‘one face’ for the project

•

both AT and Connectus maintain a positive reputation and support amongst the stakeholder groups

•

information is provided early on key project milestones

•

feedback is obtained and queries and complaints are responded to quickly

•

stakeholders, including the media, pedestrians, motorists, adjacent residents and businesses, are positively engaged, and

•

the CRL delivery teams understand their responsibilities and can collaborate or quickly respond to manage stakeholder concerns.

2.3

COMMUNICATIONS STRATEGY

Connectus’ communications strategy is to actively engage with and inform local community and affected/interested stakeholders in collaboration with AT. Face-to-face interaction and easy availability of information will ensure all affected parties are aware of the project scope and effects. They must feel confident in the ability of AT and Connectus to deliver the project with the least possible impact on them.

2.4

KEY MESSAGES

The key messages that Connectus will provide include: •

the benefits provided by the CRL

•

providing travel/access and safety related information, and

•

working together with stakeholders and the community to keep them informed and mitigate the effects of the CRL project.

Connectus will also support the key messages which form the basis for AT’s overall communications strategy. While these will remain constant during the project and beyond, they will be supported by other messages that reflect construction activity and/or other influencing factors.

AT’s key messages include the following: •

the CRL is integral to meeting Auckland’s growth and subsequent transport demand

•

completing the CRL will provide faster, more frequent travel for all Auckland rail users

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

•

disruption during construction will be managed to ensure Auckland keeps working, and

•

the construction plan reflects unwavering commitment to safety, environmental sensitivity and community well-being.

2.5

COMMUNICATIONS BRANDING

The CRL will be promoted as the number one transport priority for Auckland, in accordance with AT’s branding guidelines including the use of the Connectus brand.

2.6

SCOPE

The Stakeholder Communications Plan covers the provision and management of communications activities regarding City Rail Link (CRL) work by Connectus that will impact stakeholders. The plan describes: •

roles, responsibilities and requirements

•

processes and protocols for collaborating with and providing assistance to AT in relation to media and stakeholder relations activities, and

Connectus will also look for opportunities to promote the engineering work to national, international and industry-focused audiences as part of its communications activities.

Connectus and AT Connectus and AT will work together in the following ways: •

During construction, all communications with local communities and stakeholders will the responsibility of Connectus, in collaboration with AT.

•

AT will be responsible for communicating with the wider Auckland City population.

•

Connectus will provide regular information and updates to AT on project progress.

•

All Connectus staff will be advocates for the project and receive ongoing public relations, issues, crisis and media training for the construction phase.

•

The project will be closely monitored to ensure stakeholder satisfaction.

•

The Connectus Stakeholder Manager and Connectus Project Manager will meet with the AT Communications Team regularly during the project. Minutes from these meetings will be recorded in the project communications database. The key objectives of the meetings are to:

be



address any contentious issues that may affect the reputations of AT and Connectus



assist in facilitating a two-way flow of information between the project and stakeholders so that construction impacts and people safety can be optimally managed, and



Monitor stakeholder satisfaction.

Connectus and Downer Stakeholder Management Connectus and Downer stakeholder management will remain in weekly contact, and share appropriate information about the programme to ensure it is optimally managed so that there is a seamless outward face for the project.

The AT CRL Communication Manager will ensure coordination between the parties on the ground.

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3.

PRINCIPLES AND OBJECTIVES

There are number of key construction related adverse effects that will need to be carefully managed throughout the life of the project. The main objective of this plan is to clearly describe how we will communicate with stakeholders and communities about these.

Adverse effects include: •

noise and vibration including notable and sensitive receivers

•

changes to transport, access and parking

•

change to historic character

•

air quality

•

contamination as a result of soil removal

•

removal of trees

•

changes to urban design/public art, and

•

social and business disruption.

Our principles of engagement are: •

to commit to understanding and addressing the communication needs and expectations of all stakeholders

•

to present one face to the public and to all stakeholders for the project, and

•

to be the one point of contact for complaints and enquiries with a coordinated response in accordance with AT agreed procedural guidelines

•

Connectus will align with AT’s guiding principles for the management of issues and risk as follows:

•

Prevention – We will anticipate potential community impacts and manage risk at the source through effective process design, and through clear and open communication between the various participants and the community.

•

Planning – We will conduct detailed planning for known issues, such as noise, traffic and commuter disruptions, which have specific impacts on particular stakeholders or sectors of the community.

•

Proactive behaviours – Our approach to community relations is predicated on being proactive and engaging early and actively with people and groups who may be affected by our works. This will assist our team to prevent potential risks from becoming issues and also enable community feedback to inform planning and prevention strategies.

•

Active listening – We will listen to the community to understand specific issues and concerns and work with stakeholders and community members to develop practical and targeted mitigation measures that address those issues.

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3.1

OBJECTIVES

The objective of the Stakeholder Communications Plan is to show how Connectus will develop and deliver: •

a consistent approach with ‘one face’ to stakeholders

•

informed, engaged communities and effective Community Liaison Groups

•

collaborative and cohesive stakeholder communications management across all CRL delivery teams

•

strong relationships with key stakeholders, including media (lead by AT)

•

good relationship / interaction with surrounding businesses/residences

•

proactive and reactive stakeholder support for the project

•

positive public relations and reputation protection for AT and Connectus

•

a successful project that continues to build a reputation with AT as a contractor of choice and a trusted construction advisor

•

open and transparent relationships across delivery teams, creating an environment where each group can share knowledge and can contribute to the overall solution, and

•

a team framework with clear role responsibilities wherein the team can effectively respond to and manage key stakeholder concerns.

4.

ROLES AND RESPONSIBILITIES

It is critical that a high level of communication is maintained between the CRL construction contractors and AT. This section describes the communication responsibilities for each job role.

The Connectus Stakeholder Manager will report to the AT CRL Communications team immediately about any high risk issues or concerns that will: •

be of interest to the council or government

•

have the potential to attract media attention, and

•

present reputational risk to the project participants.

The Connectus Stakeholder Manager will report to AT CRL Communications each week on all key community relations and stakeholder management issues. Connectus will use existing templates for weekly reporting.

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4.1

KEY RESPONSIBILITIES

The key responsibilities for each role involved in communications for this project are:

AT CRL Project Team Role

Name

Responsibilities

AT CRL Director

Chris Meale

• Providing strategic direction to all workstreams to provide an integrated approach to the delivery of the CRL.

• Overseeing project planning, acquisition, design, constructability, procurement, stakeholder engagement, communications, programme and financial control.

• Identifying and managing project risks and issues.

• Regular reporting to the Auckland Transport Board, CRL Steering Group and Project Control Group.

• Liaising with Auckland Council and other key stakeholders.

AT CRL Enabling Works Construction Manager

Scott Elwarth

AT CRL Manager

Carol Greensmith

Communications

• Performance oversight of construction for both C1 (Downer/Soletanche) and C2 (Connectus).

• Managing AT CRL communications and stakeholders.

AT CRL Communications Senior Public Affairs Advisor

Sonya Leahy

AT CRL Communications and Stakeholder Advisor

Holly Claeys

• Supporting the AT CRL Communications Manager.

• Coordinating community open days and media events, and the CLG.

• Supporting the AT CRL Communications Manager.

AT ECI Principal Planner

Richard Jenkins

• Providing updates on the property acquisition process and management strategy for properties acquired.

AT CRL Construction Safety Manager

Mark Durham

• Health and Safety regime for both C1 and C2.

• Being informed of all incidents, according to severity and time scales as outlined in the Health and Safety Plan for Connectus.

• Reporting to the AT Rail Systems and Safety Assurance Manager.

CRL C2 Engineer to Contract

Roly Frost

C2 Engineer’s Representative

Lucas Nikkel

• Contract management under NZS 3910 ie provide Engineer’s instruction to the Contractor

• Performance

oversight

of

construction

for

C2

(Connectus)

• Contract management under NZS 3910 ie provide Engineer’s instruction to the Contractor

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Connectus CRL Project Team Role Connectus Director

Project

Name

Responsibilities

Chris Powell

• Connectus construction delivery within the joint venture.

• Reporting to the Connectus Joint Venture Committee.

• Building

relationships through communicating with key stakeholders.

engaging

and

• Building trust in the team’s capabilities by personally leading the process and providing expertise in specialist areas.

• Alerting the Stakeholder Communications Manager to stakeholder groups, individuals or issues that need attention.

• Providing

technical information and project progress/milestone information to AT for briefings and CLG meetings.

• Leading the response to issues management and crisis management.

• Ensuring that subcontractors adhere to the Connectus procedures.

Connectus Stakeholder Manager

Alan Smith

Howard-

communication

protocols

and

• Main point of contact for anyone affected by or interested in the CRL project until the commencement of the construction phase of the project and the establishment of a 24 hour contact service.

• Immediately reporting high risk issues to the AT Communications team. See ‘Reporting high risk issues’ above.

• Reporting weekly to AT on all key community relations and stakeholder management issues. See ‘Weekly reporting’ above.

• Working with AT to assist in communicating with all stakeholders.

• Informing the community of project progress and likely commencement of construction works and programme.

• Coordinating with key communications contacts at lead organisations including AT Downer Precinct Properties.

• Assisting in delivering communication activities to stakeholders as required.

• Assisting AT CRL Communications with media enquiries.

• Managing stakeholder enquiries and complaints.

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Connectus CRL Project Team Role

Name

Responsibilities •

Connectus Communications Team

Briefing the subcontractors at mandatory site inductions.

This includes the standards and requirements for community relations and protocols to follow when approached by a member of the public or the media.

• Ensuring that subcontractors follow project protocols on a day-to-day basis and that they behave appropriately in and around the site parameters.

Support

•

AECOM Manager

Traffic

•

Temporary traffic planning and traffic management.

AECOM Manager

Traffic

•

Temporary traffic planning and traffic management.

Connectus Staff

A dedicated contact person will be responsible 24/7 for any public enquiries relating to the project.

•

Connectus Subcontractors

Directing all public and media enquiries to the Communications Manager.

•

Identifying themselves as a member of the project team and the company they work for.

•

Using approved haul routes so that access to and egress from the site is undertaken with minimum disruption to the local community.

•

Parking only in designated project parking areas.

•

Working within approved construction hours.

•

Working within the conditions specified in the Permits to Notify.

•

Showing consideration for stakeholders and community members at all times while working on the project and when travelling to and from the project site.

4.2

REPORTS AND MEETINGS

It is critical that a high level of communication is maintained between Connectus and AT. This is particularly important in relation to high-risk issues that may expose the Council or Government to adverse publicity, or that may have the potential to attract media attention.

The following reporting tools will be used as part of the communications process.

Tool

Responsibility

Description

Urgent Notifications

Connectus Stakeholder Manager

Immediately report any issues or concerns to AT CRL Communications when they may result in media interest or present reputational risk to the project participants.

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Tool Daily Face to contact

Weekly Report

Face

Responsibility

Description

Connectus Stakeholder Manager

Report on work in progress and review of stakeholder satisfaction and upcoming work to identify communication requirements.

Connectus Stakeholder Manager

Provide information to AT CRL Communications and C2 project managers on all key community relations and stakeholder management issues including:

•

details of ‘live’, ‘emerging’ and ‘horizon’ issues and mitigation strategies

•

a breakdown of stakeholder meetings held and proposed for the following month

•

a summary of enquiries and complaints received, agreements made and issues to be resolved

•

a 12-week look-ahead of construction program and aligned communications activities

•

potential media opportunities/risks

•

any information published, and

•

opportunities to promote construction milestones.

4.3

NOTIFICATION OF CONSTRUCTION ACTIVITY

The Connectus Stakeholder Manager will work closely with the project delivery teams to monitor construction progress and identify activities that may impact on stakeholders. This includes helping delivery teams understand activities that may cause particular concern to the community, such as activities in close proximity to traders and culturally and environmentally sensitive sites.

Project delivery teams who are planning works that impact on stakeholders are required to inform the Connectus Stakeholder Manager in advance. This will ensure timely preparation of construction notifications.

A Permit to Notify (PTN) will be used to facilitate internal approvals for works that are likely to have an impact on stakeholders. This provides a way to activate communication about potential impacts on stakeholders and ensures that notification timeframes can be met.

The communications process is set out in the following table: Stage 1

Responsibility

Description

Delivery team members

Submit a Permit to Notify (PTN) to the Stakeholder Communications Manager in advance of the works.

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Stage 2

Responsibility

Description

AT CRL Planning and Consents Manager

Signs off the PTN

C2 Civil and Manager

Where notifications contain technical content, the relevant Connectus team member approves the content prior to sign off.

Environmental Project

Connectus Technical Team Member

3

AT CRL Communications Manager Connectus Stakeholder Manager

Approve construction notifications prior to distribution to stakeholders.

4

AT CRL Communications Manager

Provides a copy of construction notifications affecting access to railway and bus stations to target organisations who have agreed to be contacted. These may include:

5

Connectus Stakeholder Manager

Communicates to AT’s Carol Greensmith the construction impacts on stakeholders including:

C2 Civil and Environmental Project Manager

•

identification of scheduled works, and

•

details of works in advance including:

−

description of the works

−

anticipated impacts as a result of the works

−

description of any mitigation measures employed

−

times and duration of the works, and

−

contact details for enquiries.

Any project contractual implication to be dealt with via C2 project manager through the contract mechanism.

5.

5.1

COMMUNICATION TOOLS ENGAGEMENT TOOLS

The following engagement tools will be considered by AT for input by Connectus:

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Channel

Tool

Usage/content

Construction lookaheads

E-notices that provide advance notification of the proposed work activities and potential impacts. These are also an opportunity to seek clarification or provide feedback on potential impacts based on the residents or individual stakeholder’s situation.

Topics will include:

•

upcoming works

•

activities and their expected impact

•

major complaints, and

•

feedback.

Format and Distribution Specific consultation and engagement with identified affected parties, as required by the Consent.

Publications

Individual building owners, first floor tenants, other major tenants, and residents’ group representatives will be contacted to go through the full constructability sequencing and the reasonably foreseeable impact upon them.

A one-page document to explain upcoming works, potential impacts or address a particular issue with specifically targeted residents or stakeholders.

Letters

Distribution Letterbox or email according to the recipient’s preferences.

Information sheets

A one-page information sheet featuring details on a particular aspect of the project. For example, extraction, dust and noise mitigation, and construction techniques.

Distribution Online or hard copy

FAQs and Q&As

Approved responses to frequently asked questions.

Distribution Email or online

Publications Internal newsletters

A document featuring construction progress and photos, team highlights and events. This acknowledges the good work and contribution of the wider team to the Project.

Distribution Email or online Advertising construction activities, associated detours and disruptions

Posters

Distribution Displayed at information stations, project offices and AT designated locations.

Reports

Site mornings

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Weekly and monthly reports highlighting the key issues, current and planned communication and engagement activities and performance for the reported period. coffee

The site office at the Old Post Office will attract a variety of social groups seeking information and presentations about the project during construction.

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Channel

Tool

Usage/content

One-on-one discussions

One-on-one meetings with residents, businesses or organisations to address specific concerns.

Door knocks

Advising businesses of construction impacts that will particularly affect individuals or properties, particularly as part of the listed affected parties with the Resource Consents

Project briefings

Media visits

and

VIP

Face to Face

Key stakeholder tours

Affected property owners and neighbours’ visits

Face to Face

0800 Telephone Email

information phone and line

Online

Regular update sessions with AT, business groups, government or transport operators informing them of project progress. These sessions are particularly useful for individuals and organisations associated with the project but who are not directly involved in day-to-day operations.

Coordinated around key milestones, and managed in accordance with the media protocols. The visits will enable the communication of the project and its progress to the broader community. These events will be managed and directed by AT with the support of Connectus.

Site visits by key stakeholders and industry networks will provide stakeholders with a greater understanding of the scale of the works.

Site visits in coordination with AT by directly-affected property owners and project neighbours. The visits will provide stakeholders with a greater understanding of the scale of the works and the reasons for some of the disruptions.

0800 CRL TALK (275 8255) will be printed on all external and internal communications to encourage community members to call with any enquiries. The number is operational 24/7.

Project email address

Printed on all external and internal communications to encourage community members to email with any enquiries.

AT website

Connectus will provide AT with information for its dedicated project page on the AT website. This will include works alerts, and information about road detours and disruptions. It will also provide construction progress photos and updates. Community members will be directed to the website for project updates.

eNews

Connectus will use eNews to advise registered stakeholders of project milestones.

Email inbox

The community will be encouraged to contact Connectus with any concerns and feedback via the project email address. The email inbox will be an essential mechanism for capturing community feedback and enabling community members to contact the team at a time which is convenient to them.

Video and photography A photographic and video record of construction activities and key events will be maintained and incorporated in a range of communications materials and public displays. Wide distribution of these images will ensure that stakeholders feel involved in the project.

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Channel

Tool

Usage/content lapse A camera will be established to capture footage for use on websites, limiting the need for frequent visits to the work site. It will ensure that the public are able to view the complexity of the works being performed.

Time photography

Project signage, hoarding and detour signage will be produced to show traffic detours and changes to bus, cycle and haulage routes.

The signage will be supplementary to AT’s signage and produced in accordance with AT’s branding guidelines. It will:

Signage

Signage Hoarding

/

Print (papers) Advertising Material Radio ments Partnerships

Feedback Awareness

help the community to understand why the works are being performed and by whom

•

provide the public with directional and safety information, particularly during bicycle and pedestrian path disruptions, and

•

provide information about transport detours

Print media will be used to communicate significant impacts such as road closures and detours, and advise of upcoming community information sessions.

announce- Radio announcements will be used for significant changes such as major disruption to services and road detours.

Community partnerships/ strategy

We are committed to becoming an integral member of the neighbouring community, forming relationships and leaving a legacy which will last beyond the duration of the project.

Feedback forms

Feedback forms will be made available at all information sessions.

These will encourage the community to comment on whether they feel that they are being kept up-to-date on progress and voice

/ Surveys

Monthly reporting

5.2

•

Stakeholder surveys will be performed to better understand stakeholder expectations and experience. We will review these comments and modify engagement and communication techniques Monthly reports will be used to identify issues and areas for improvement, especially in relation to engagement techniques and the effectiveness of communication materials.

LIAISING WITH STAKEHOLDER GROUPS

Connectus recognises the range of diversity amongst the stakeholders and their level of interest and involvement. While large segments of the community or particular groups have similar interests and issues, there are also specific individuals and groups with unique or individual needs. This includes those from culturally diverse backgrounds.

We commit to fully understanding our stakeholders and the community we are working within, their expectations and communication needs.

Connectus team members will be responsible for maintaining clear lines of communication between key stakeholders, Connectus and AT. Connectus is required to: • liaise with key contacts within the stakeholder groups, and • ensure they are kept fully informed about the CRL work that is being carried out.

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To ensure the level of communication with stakeholders and affected community groups is effective, we will use a number of different communication channels. These are described more fully in the ‘Communication Tools’ section of this plan. They include a wide range of engagement methods within the following channels: •

Publications

•

Telephone and email

•

Online

•

Signage

•

Advertising material

•

Partnerships

•

Feedback forms and awareness surveys

The people affected by the CRL project are listed in Appendix 5 of this plan. This includes identified property owners and occupiers and the Community Liaison Group.

Additional people affected by the project will be identified through complaints and enquiries recorded in the Customer Response Management system (CRM), email contacts to the site, one-on-one discussions with the community, and from media impact. The primary database of all people affected will be the AT CRM.

A sample of occupants of the major multi-storey buildings affected will be shown the constructability sequence and impacts. This will be done through one-on-one engagement in accordance with the Social and Business Disruption Management Plan. It is not intended that all occupants of all buildings will be communicated with directly.

5.3

CRISIS AND EMERGENCY COMMUNICATIONS

A crisis or emergency is a potential or actual incident that: •

poses significant harm to people, property, the environment or the local community, and

•

requires assistance from external emergency services agencies.

It is not a small-scale incident that can be managed without the mobilisation of the Incident/ Crisis Management team and without the assistance of external emergency agencies. For example, a first aid injury or small spill.

The AT Emergency Response and Incident Management Plan describes how we will manage any emergencies and potential crisis situations. It ensures that any further harm to a person, property, the environment, reputation or loss to Connectus is minimised.

In the event of a crisis or emergency, Connectus is required to: •

activate the Emergency Response and Incident Management Plan which details all Health and Safety processes

•

guide strategic stakeholder management and communication processes, in line with the Incident Management Frameworks of Connectus and AT

•

report any crisis or emergency to its component companies through the Joint Venture Committee representatives, and through the Project Governance Group, and

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•

front to the media together with AT.

The contact details have been listed in the following table:

Responsibility

Contact

Pipejack construction management

Nick Denham Connectus Construction Manager; 021 522 0301

Cut & Cover Tunnel construction management

Hugh Robinson Connectus Construction Manager: 021 171 3839

•

Dave Young Connectus Health and Safety Manager; 021 224 9670

Assessing H&S risks

•

Contacting WorkSafe and AT to report incidents Chris Powell Oversight of Connectus construction team

C2 Connectus Project Director; 021 596 036 AT C2 Project Managers

Lukas Nikkel

Coordinate inputs/decision from AT workstreams

C2 Engineer’s Representative 021 824 576

Contract 1 and Contract 2 of CRL Enabling Works

Scott Elwarth AT Enabling Works Construction Manager; 021 725 544

Health and Safety for Contract 1 and Contract 2 of Mark Durham CRL Enabling Works AT Construction Safety Manager; 027 733 2156 AT Communications

Carol Greensmith AT CRL Communications Manager 021 569 211

Overall responsibility for entire CRL programme

Chris Meale AT CRL Programme Director 022 418 3394

5.4

EVALUATING COMMUNICATIONS PERFORMANCE

Communications performance will be evaluated across a number of key performance indicators, including by carrying out stakeholder surveys and reviewing feedback from the Community Liaison Groups.

Connectus is required to evaluate communications performance by: •

conducting stakeholder surveys at intervals to be agreed with AT. These will gauge the surrounding communities’ level of satisfaction

•

receiving feedback through the Community Liaison Group. This will also be useful in determining levels of community satisfaction

•

holding weekly work in progress meetings with the Project Manager. During these meetings stakeholder satisfaction and upcoming work will be reviewed to identify communication requirements. Any issues which arise which may be potentially contentious or affect AT’s interest should be communicated to the Project Manager immediately.

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The results of evaluating communications performance will also be taken into consideration when the Communications Plan is reviewed and updated at annual intervals with AT. The process for evaluating communications performance is set out below.

Stage 1

Who Carol

Description Greensmith,

AT

Chris

Powell, Connectus Alan Connectus

Howard-Smith,

As per the Stage 3 KRA/KPI framework in the contract.

For example, was the complaint:

•

answered in a timely manner

•

clearly explained

•

politely and professionally delivered, and

•

fully resolved.

2

Chris Powell, Connectus

Reports the survey results as part of Key Performance Indicators

3

Joint Venture Committee

Reports the survey results as part of Key Performance Indicators

6.

6.1

ADVISING ABOUT WORK ADVISING RESIDENTS AND BUSINESSES

A significant part of the CRL work will be carried out close to businesses and residences.

At the beginning of each construction stage, affected local residents and businesses must be advised about the nature of the work and the contact details for the project.

There are two construction stages that will affect residents in Albert Street: The first is Pipejacking.

The second is Trenching. Some buildings and their occupiers are affected by both phases.

Our communications objective is to ensure that affected residents and businesses are advised in a manner that is: •

coherent and not confusing

•

sensitive to the business or domestic environment that they are in

•

as jargon-free as possible

•

focused on the practicalities of construction from their point of view, and

•

not wasting their time and respectful of their space.

Connectus is required to: •

contact each building owner, ground floor occupier, and body corporate representative to show how the works will affect their property and, with as much programming accuracy as possible, when different kinds of disruption are expected to occur. Where possible this will be a face to face discussion.

•

ensure affected residents and businesses are informed by email, and

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•

give at least 24 hours’ notice of activities which are predicted to exceed the noise or vibration limits.

Site Specific Management Plans will be prepared for the buildings and their owners/occupiers which are identified in the Resource Consents as considerably affected by the construction. The plans will set out how building access and other matters likely to disrupt their day to day activities will be managed. Forty buildings have been identified needing such a plan.

Site Specific Management Plans will be appended as part of the broader Environmental Management Plan framework.

The CRM databse will remain the primary means of distributing information about programmed construction sequencing to affected property owners/occupiers.

Hard copies of the PowerPoint presentation showing the constructability plans for Pipejacking and Trenching will be provided to the property owners/occupiers identified in the Resource Consents.

The illustration of the programme sequencing will provide an indication about when owners/occupiers can reasonably expect to have different kinds of disruption affect their buildings.

Connectus will use all reasonable endeavours to ensure that as many occupiers of listed affected buildings as possible are aware of the construction sequencing and impacts, but will not be able to cover all affected workers or residents or business owners individually.

The process for advising about specific work is set out below: Stage 1

Description The construction stages which trigger the need for one-on-one engagement with listed affected building owners/occupiers are:

1. Pipejacking 2. Trenching 2

AT CRL Communications contacts the building owners/occupiers. The database of contacts is held by AT CRL Communications team.

3

Connectus makes appointments with the businesses to communicate construction impacts.

Where possible these visits will be coordinated with specialists drafting the Site-Specific Management Plans and Business Disruption Management Plans.

4

Connectus notes the sensitive receivers and any specific needs, ensuring consistency with the sensitive receivers listed in the Consents.

Contact: Alan Howard-Smith Connectus Stakeholder Manager – City rail Link 09 980 2556 or 021 361 158 Alan.howard-smith@hawkins.co.nz

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7.

7.1

COMMUNICATION CHANNELS COORDINATING PROJECTS AND INFORMING THE PUBLIC

A high degree of coordination is required between the various projects that will be underway in the downtown area at the same time as the CRL. AT will lead the coordination process between these projects to minimise adverse effects and maximise efficiencies.

The City Rail Link project has been under development at Auckland Transport for at least four years, and a significant body of communications work with the broader community has been under way for some time.

Connectus is responsible for the integration of communications between the various ensure that a culture of ‘no surprises’ exists between Connectus and AT’s CRL team

projects to

AT is responsible for liaising with Council and its other Council Controlled Organisations (CCOs), Sky City and other major developers. This will ensure there is a common face to the public about the broader redevelopment of Auckland’s Central Business District.

At a political level oversight is provided by the Council’s Auckland City Centre Advisory Board. This has a number of entities represented on it. Its mandate for oversight includes: •

City Rail Link

•

Light Rail

•

The AT Metro Bus Network

•

Cycleways

•

Public Open Spaces

•

Ports of Auckland

The current projects include: •

Enabling Works Contract 1

•

Downtown Shopping Centre re-development

•

CRL Main Works

•

Projects implemented

Other construction works likely to be ongoing during Pipejacking and Trenching include: •

Sky City National Convention Centre and Hotels

•

NZME/Mansons Development site

•

Park Residences

•

Site on Victoria and Albert Street

•

Building next to Prince Albert Apartments

The AT CRL Communications team will determine who needs to be informed on a case by case basis.

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The free phone number 0800 CRL TALK (275 8255) provides the public with 24 hour access to a member of the project team. The number features on all project advertising and collateral.

The contact details have been listed below: Responsibility

Contact

Communications between the current projects listed above

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

7.2

ENGAGEMENT OF DIVERSE COMMUNITIES

We recognise that there are a number of culturally and linguistically diverse communities who have an interest in or are affected by the project. We are conscious that not everyone is able to communicate comfortably in English. The main non-English language spoken in the project corridor is Mandarin.

We are committed to engaging with these communities in a manner that responds to their cultural and linguistic needs.

7.2.1

Engagement Activities Communication/ Engagement Activity

Training for Communications and Stakeholder Management team members and the wider project team

Strategy As part of our community engagement training, we will engage specialists to engage with non-English speaking stakeholders through face-to-face, written and verbal communication.

At team inductions, we will educate the wider project team of the cultural diversities within the local community, and how best to respond to their needs.

Community information sessions/open days

We will provide AT CRL Communications with appropriate information for events including community information sessions.

Translators and interpreter services

We will use translators and interpreter services when: •

a clear understanding of the project is required, for example when construction works may have a direct impact on residents.

•

printed materials are needed to ensure that everyone affected is provided with information on construction activities and potential service disruptions, or

•

there is an incident or emergency situation.

To assist with the translation process, we will:

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

•

identify certified local Mandarin translators, and

•

identify interpreters within the wider project team.

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The contact details have been listed below: Responsibility

Contact Nancy.lim@hawkins.co.nz

Mandarin translator Nancy Lim

7.3

INFORMATION AND PUBLICITY

Connectus understands the impact that community sentiment can have on the success of CRL project and reputation.

We will work with AT to actively participate in and support community events and programmes. These will enhance the reputation of AT and the CRL project and where possible, provide a genuine legacy.

7.3.1

Programme

A phased programme of engagement with the wider Auckland community about CRL has been underway for some years now.

We propose to develop a programme of initiatives in cooperation with the AT CRL Communications team during the project including: Programme

Description

Community Art

The project site hoardings will have displays around them. These are being organised by the AT team. Connectus has been consulted about their content.

Viewing/Information Station Platform

A viewing/information station platform located at an appropriate location in Albert St is being planned, and will provide up to date project info / newsletters. This will be in a high foot-traffic, safe area.

Information Boards

Information boards located at high foot traffic areas will promote the project as well as celebrate the region’s heritage. The information boards will provide a great way of involving local community groups and influential stakeholders, indicating an understanding that the project is another chapter in the area’s evolution.

Advertising

Advertising (within the AT brand guidelines) may be required to inform the general public about construction activities.

Advertising channels can include: •

print media

•

radio

•

flyers and miscellaneous options

•

billboards, including buses, bus stops, train stations

•

street-posters, and

•

experiential.

Any advertising material around the site will be the responsibility of AT CRL Communications.

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The Contact details are listed below: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

Support contact

Alan Howard-Smith Stakeholder Manager – City Rail Link 09 980 2556 or 021 361 158 alan.howard-smith@hawkins.co.nz

7.4

MANA WHENUA HUI

A mana whenua forum for the CRL was established in 2012. AT holds monthly two-hour meetings with iwi representatives who have identified their interest in the project.

The scope of the matters considered during the Hui includes: •

urban design framework (UDF) principles

•

station design and names

•

CEMP and DWPs

•

built heritage

•

archaeology

•

koi iwi and artefact discovery, and

•

public art impacts.

The requirements of Connectus are as follows: •

provide AT with information and attend the Hui if required, and

•

follow the protocols for recovery and preservation of artefacts, koi iwi, and other items of interest to Maori discovered during construction. These protocols are covered in the archaeological plans.

•

Ensure Connectus staff are inducted with iwi guidelines

The iwi who have expressed interest in the project include: •

Ngati Whatu o Orakei

•

Ngati Te Ata

•

Ngati Paoa

•

Te Akitai

•

Ngati Maru

•

Ngati Tamaoho

•

Te Kawerau a Maki

•

Ngai Tai ki Tamaki

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The contact details have been listed: Responsibility Main contact

Contact Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

7.5

COMMUNITY LIAISON GROUP MEETINGS

A Community Liaison Group (CLG) has been established for each of the key construction areas. As well as a specific part of the Resource Consents, the CLG is a key mechanism for reflecting community concern and interest, and communicating the programme to the community’s most affected parties.

AT holds CLG meetings at least every two months and every month during construction phases for the Britomart and Albert St part of the CRL. Records of the meetings are published on the project website.

The meetings include representatives from AT and were open at establishment to all parties affected by the project. CLG’s provide the community with a voice to ensure that key issues are given due and ongoing consideration.

The purpose of the CLG are to: •

provide a means for delivering regular updates on project progress

•

monitor the effects of the project on the community

•

enable opportunities for concerns and issues to be reported to and responded by AT

•

provide feedback on the development of the CEMP and DWPS

•

propose potential joint initiatives to AT for the Property Management Strategy regarding interim use of properties and vacant land acquired for the CRL, and

•

conduct an annual survey to inform any changes needed to the Construction Communication and Consultation Plan to ensure customer satisfaction.

Connectus is required to provide AT with: •

information and presentations for the meetings

•

attendees at the CLG meetings, and

•

administrative support including organising meetings at AT’s offices.

The members of the CLG include representative’s forms: •

affected property owners and occupiers

•

CBD Residents Advisory Group

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7.6

PROCESS OF CLG MEETINGS

Stage

Description 1

AT CRL Communications staff liaise with the Connectus Stakeholder Manager regarding meeting dates and venues. Meetings are held bi-monthly or, during a major construction phases, monthly. The venue is usually Level 17, AMP House.

2

The Connectus Stakeholder Manager provides administrative assistance as required, in particular ensuring that specialists are ready and rehearsed for technical presentations to the Community Liaison Group.

3

Connectus workstream managers provide (where practicable) any documents requiring feedback from the CLG.

4

AT CRL Communications staff take notes and carry out actions required. The contractor will make changes to specific management plans as a result of feedback received.

5

AT CRL Communications staff keep a record of the meetings and publish the minutes on the project website.

The contact details have been listed below: Responsibility Main contact

Contact Carol Greensmith AT CRL Communications Manager 094474194 carol.greensmith@aucklandtransport.govt.nz

7.7

OPEN DAYS AND MEDIA EVENTS

AT is responsible for preparing for open days and media events during the project. Connectus will assist and attend these as required. Open days and media events allow the wider community to find out about the project and meet project staff.

To help AT prepare for the open days and media events, Connectus is required to: •

brief our staff, Auckland Transport Personnel and any other contractors

•

make available senior members of our team

•

collate material

•

contribute to a report on any issues raised, and

•

provide any information and material to Holly Claeys, the AT CRL Communications and Stakeholder Advisor. This is required at least two weeks in advance of each open day or media event.

If needed, Connectus will provide the following material to AT CRL Communications: •

large scale wall maps

•

display boards

•

PowerPoint presentations, and

•

equipment if needed.

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The table below shows the current schedule of events Date

Event

TBC

Media event with the Mayor of Auckland to publicise the start of the Pipejacking works.

Last week of March 2016

Open Day

The contact details have been listed: Responsibility

Contact

Main contact

Holly Claeys AT CRL Communications and stakeholder advisor Tel 094474389 Hooly.claeys@aucklandtransport.govt.nz

7.8

PRESENTATIONS

Regular presentations will be held by AT to brief the project teams on progress.

Connectus is required to •

provide information that can be used for AT’s presentations including our own presentation and handouts if required, and

•

make our senior staff available to attend.

If needed, Connectus will provide the following information to AT CRL Communications: •

presentation slides

•

handouts, and

•

agenda input

The contact details have been listed: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

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Lucas Nikkel Ph. No: 021824576 Lucas.n@stellarprojects.co.nz

7.9

NEWSLETTERS, BROCHURES, WEBSITE AND SOCIAL MEDIA

The AT CRL website is the heart of the project’s communications strategy. It is a ‘one-stop- shop’ for vital and interesting information for both the local community and a wider audience. It will also have links to other information produced by AT which includes newsletters, brochures and social media posts.

Connectus is required to provide information to AT CRL Communications that can be used for the CRL website and newsletters. The type of information required and the contact details for each media channel is set out in the table below.

Information is required on at least a quarterly basis and sometimes daily or weekly for social media.

For social media, very fast turnaround times may be required. Some of the information will be sourced from the Connectus project progress reports.

7.9.1

Media Channels Channel

Website

Details As the hub of communications for project information, AT’s CRL website will provide:

•

facility for people to sign up for email, Facebook and Twitter updates

•

the freephone number: 0800 CRL TALK (275 8255)

• •

Alan Howard-Smith from Connectus will provide Carol Greensmith, the AT CRL Communications Manager with the following information:

•

project information as required.

•

content, stories and photos of project progress and experiences.

contact details for the CRL and a link to the CRL project site

•

photos of individuals to provide a human face.

record of Community Liaison Group meetings

•

information for constructability stories.

•

media articles and releases, and

•

communication and consultation plans relating to the project.

Social Media

Online presence on YouTube, Facebook and Twitter.

Industry Specific Media

Industry Magazines

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Connectus Requirements

specific

AT CRL Communications responsibility.

•

Content, stories and photos of project progress and experiences.

•

Photos of individuals to provide a human face.

•

Technical specification stories.

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Newsletters

AT CRL Communications will produce electronic project newsletters quarterly which include content, stories and photos of project progress.

•

Consistent AT CRL branding.

•

Information to be provided to AT well in advance of printing for editing and content control.

Photos of individuals working on the project will provide a human face to the work.

7.10 BRANDING All communication materials and signage developed will adhere to the AT Branding Guidelines. The Branding Guidelines are available from AT upon request.

Connectus is required to: •

communicate the requirements of the Branding Guidelines to the wider project team, and

•

ensure that the brand and reputation is successfully promoted during the delivery of the project.

All material provided will meet AT corporate branding requirements (see www.aucklandtransport.govt.nz). Connectus will not use the AT trade mark, service mark, logo or other brand identifier without the prior written approval of AT. Connectus will, if required by the Principal, use AT brands in any signage, correspondence or other documentation relating to the contract. Any use of the AT brand will be for this contract only.

Branding will be applied consistently across all applications on the project, including: •

project name

•

approved logo

•

colour palette and layout standards

•

typeface

•

graphical elements

•

site apparel/office uniforms

•

approved business card and email signature format

•

standard templates for documents and other communication materials, and

•

approval processes.

The contact details have been listed: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

7.11 SIGNAGE This section excludes consideration of Cut and Cover hoarding signage. This will be discussed prior to the construction date with AT. Signage will be used to inform the local community and the public about: •

why the works are being performed and by whom

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•

directional and safety information, particularly during bicycle and pedestrian path disruptions, bus route detours and disruptions. and

•

contact information and how to find out more about the project.

Connectus is required to: •

ensure that site signage aligns with the AT and Connectus branding guidelines

•

place signs in prominent places throughout the project area, and

•

position signs well in advance of works or detours commencing.

7.11.1 Signage Process The process to manage signage is set out below.

Stage

Description 1.

Connectus to propose signage design and installation location.

2.

AT CRL Communications Manager approves site signage.

3.

AT CRL orders, checks and produces the signage.

4.

AT CRL engages with Connectus to ensure that signage placement confirms to relevant Temporary Traffic considerations.

The contact details are listed below: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

8.

8.1

DAY TO DAY COMMUNICATIONS 24/7 HELPDESK

Access to a member of the project team is available 24 hours a day, 7 days a week at the free phone number: 0800 CRL TALK (275 8255). This number will be available from May 2016.

Connectus is required to: •

feature the free phone number on all project advertising and collateral

•

allocate a team member responsible for answering the free phone at all times. They must be able to actively respond to issues, enquiries and emergencies, and

•

record all enquiries, requests for information and complaints.

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8.1.1

24/7 Helpdesk Process

The process for managing enquiries or complaints via the 24/7 Helpdesk is set out below.

Stage

Description 1

The Connectus CRM team member receives an enquiry or complaint.

2

The CRM team member contacts:

•

Alan Howard-Smith, the Connectus Stakeholder Manager, if the issue is construction activity, or

•

Carol Greensmith, the AT CRL Communications Manager, if it is a media enquiry, political enquiry, or enquiry about the costs, benefits or strategic fit of the project.

about the

3

The Connectus Stakeholder Manager or AT CRL Communications Manager responds in writing to the CRM team member as quickly as possible.

4

The CRM team member contacts the enquirer with the response.

5

The CRM team member determines whether the enquirer is satisfied with the response, including any mitigation action taken if it is a complaint.

6

The CRM team member responds with further information or action as required.

7

For construction related complaints, the CRM team member determines if a specific mitigation response is required.

8

Connectus Stakeholder Manager will conduct surveys every six months to determine levels of satisfaction with the process of CRM responses.

The contact details are listed below: Responsibility

Contact

Main contact for construction enquiries

Alan Howard-Smith Stakeholder Manager – City Rail Link 09 980 2556 or 021 361 158 alan.howard-smith@hawkins.co.nz

Staff allocated to the Customer Response Management system

Whole Connectus team as required

8.2

PUBLIC ENQUIRIES

In addition to the free phone number, enquiries from the public may be received by email, in writing or from face to face contact. All such contacts will be recorded in the AT CRM system.

Connectus is required to ensure that •

our project team is well briefed to respond to any enquiries, and

•

the site supervisor is present on site during working hours and is able to actively respond to all issues, enquiries and emergencies.

8.2.1

Public Enquires Process

The process for managing public enquiries is set out below.

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8.2.2

Response Timeframe

Enquiry channel

Response timeframe

Written correspondence (letters)

Within 5 working days of receipt.

Written correspondence faxes)

•

Acknowledged on day of receipt.

•

Resolved within 2 working days, unless there are significant claims for damages or escalations due to scale or complexity (eg. Health and Safety investigation)

•

Within 2 hours of the same working day during business hours of 8am to 6pm.

•

Within 24 hours for calls received outside of business hours.

(including emails and

0800 project information line calls

The details of contact are listed below: Area of responsibility Pipejacking

Trenching

Engineering

Environmental Controls

Escalations for urgency or scale

8.3

Contact Nick Denham Ph. 027 522 030 Nick.denham@mcdgroup.com Hugh Robinson Connectus Construction Manager 021 171 3839 hugh.robinson@mcdgroup.com Mark Anderson Mark.anderson@connecctus.net.nz Ph. 021 949 024 John Surphlis Ph. 021 723 589 John.surphlis@connectus.net.nz Chris Powell Connectus Project Director 021 596 036 chris.powell@mcdgroup.com

COMPLAINTS

All complaints will be dealt with in a responsive manner. This ensures that stakeholders can feel their concerns are being seriously dealt with and not dismissed. We want to develop a relationship of trust and reliability between the community and the project team.

Connectus is required to ensure that: •

the Connectus Stakeholder Manager handles all complaints that arise on the project, and they are tracked by Connectus through the CRM. They will be supported by the Connectus Project Manager

•

the community is notified of the project contact details through which complaints can be made.

This will include the website, construction notifications, onsite signage and project publications and newsletters

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•

our staff are briefed on the complaints process and are prepared to receive complaints through the free phone number, by email, in writing or through face to face contact, a n d

•

site staff are provided with project contact business cards that they can give to people wishing to make a complaint if they are approached on site.

8.3.1

Complaints Process

The process for managing complaints is set out below.

Stage

Description 1

All complaints are forwarded to the Connectus Stakeholder Manager and Connectus Project Manager via the complaints/enquiry form.

2

The Connectus Stakeholder Manager acknowledges the complaint immediately by phone or in writing. If the Connectus Stakeholder Manager is not available, the Connectus Project Manager or another member of the project team acknowledges the complaint.

3

The contact details and details of the complaint are entered into the CRM database.

4

Acknowledgement of a complaint is provided within 2 hours of receipt. However, should the complaint demand a more detailed response, this will be provided within 2 working days. Major complaints such as building damage will be addressed as soon as is practicable.

Note: See the ‘Response timefram es’ below.

5

The Connectus Stakeholder Manager works closely with the Connectus Project Manager and delivery team to resolve complaints. They are proactive in keeping complainants informed of what action is being taken to address their concerns.

6

If a complaint cannot be resolved within the complaints process timeframe, the complainant is invited to a meeting with the Connectus Stakeholder Manager and the Connectus Project Management team.

7

All meetings are recorded in the CRM database to ensure that a complete record of times dates and location of meetings is maintained.

8

When a complaint is resolved it should be ‘closed out’ as an action in the CRM. Each month a record of complaints activity will be reviewed by the Connectus Stakeholder Manager to check that all actions have been closed out.

9

Complaints data is reviewed regularly by the Connectus Stakeholder Manager, together with the Connectus Project Director, Chris Powell, to identify any trends.

If required, improvements to project processes and mitigation strategies will be implemented to minimise future complaints.

8.3.2

Response Timeframe

Complaint channel

Response timeframe

Written correspondence (letters)

Within 5 working days of receipt.

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Complaint channel Written correspondence faxes)

Response timeframe (including emails and

0800 project information line calls

Meetings

•

Acknowledged on day of receipt.

•

Resolved within 2 working days, unless there are significant claims for damages or escalations due to scale or complexity (eg. Health and Safety investigation)

•

Within 2 hours of the same working day during business hours of 8am to 6pm.

•

Within 24 hours for calls received outside of business hours.

Response / resolution to be completed within the timeframes agreed in the meeting.

The details of contact are listed below:

Responsibility

Contact

Main contact

Alan Howard-Smith Stakeholder Manager – City Rail Link 09 980 2556 or 021 361 158 alan.howard-smith@hawkins.co.nz

8.4

MEDIA ENQUIRIES AND RELEASES

Connectus is sensitive to the political environment relating to the CRL project and the community and stakeholders who are affected by it. We will support AT’s handling of all media enquiries and opportunities.

Connectus is required to adhere to AT’s media protocols which include: •

reporting to AT immediately on any matters which may be contentious or affect the good reputation of AT or the project

•

providing a very quick turnaround on facts

•

the Connectus Project Manager collaborating with AT’s CRL Communications Manager to be the approved spokesperson for specific technical responses to media enquiries

•

briefing our staff, including subcontractors to adhere to the media protocols. Briefings will occur as part of staff induction

•

not communicating with the media or responding to media enquiries without express approval from AT, and

•

providing full support to the AT CRL Communications team for any media activities, including providing resources, personnel and promotional materials or assisting with event management and site access. AT’s requirements for media activities will be discussed and organised at the regular meetings between the Connectus Stakeholder Manager and the AT CRL Communications Manager.

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8.4.1

Media Enquiries

The following process outlines how media enquiries will be handled.

Stage

8.4.2

Description 1

Connectus staff and subcontractors direct all media enquiries to the Connectus Stakeholder Manager.

2

The Connectus Stakeholder Manager forwards the enquiries through to Carol Greensmith, the AT CRL Communications Manager, together with any relevant information.

3

The Connectus Stakeholder Manager assists the AT CRL Communications Manager to prepare responses to the enquiries.

4

If appropriate, a combined FAQ Sheet is prepared between AT and Connectus with standard explanations, descriptions and responses to common media issues or questions.

Media Process

The following process outlines how media releases will be produced.

Stage

Description 1

Carol Greensmith, the AT CRL Communications Manager, identifies opportunities for positive stories such as programme milestones. These help to raise the profile of the project and assist in communicating messages to a wider range of stakeholders.

2

The AT CRL Communications manager prepares media releases in collaboration with the Connectus Stakeholder Manager and the Connectus Project Manager.

3

All potential opportunities are provided to the AT CRL Communications manager for consideration and a final decision.

4

Media releases are issued by the AT CRL Communications Manager, posted on the CRL website and supported by Facebook.

5

Electronic versions of articles and features are circulated to Connectus and AT staff.

6

AT retains a copy of all media articles and features electronically on the communications database.

The details of the contact are listed below:

Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

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8.5

POTENTIAL CONTENTIOUS ISSUES

Connectus is aware that AT and the CRL project are operating in a political environment and affecting a diverse community, citizen and customer base. To support this, we will be proactive in reporting any issues that may affect AT’s interest and the positive reputation of the project.

Contentious issues include: •

damage to property or utilities, and

•

unforeseen access blockage.

Connectus is required to: •

report immediately on all matters that may be contentious or affect AT’s interest. This may include accidents and damage to property or utilities

•

provide a high standard of information to enable AT to liaise with the public, media or other party

•

brief the project team so that they are aware of, and can report any contentious issues, and

•

report on routine public liaison matters at the fortnightly meeting with AT.

8.5.1

Contentious Issue Process

Stage

Description 1

Connectus staff log the issue within CRM.

2

CRM staff consult the relevant Management Plan, eg. Temporary Traffic Management Plan to locate any pertinent information relating to the issue.

3

The issue is escalated by email with all relevant information to Carol Greensmith, the AT CRL Communications Manager. A copy is provided to Chris Powell, the Connectus Project Director.

4

If a response is required from Connectus, clear it first with the Connectus Project Director, then provide it to the AT CRL Communications Manager.

5

Following the response, check with the AT CRL Communications Manager to determine if any further response is required from Connectus.

The details of list of contact are listed below: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

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Second contact

8.6

Chris Powell Connectus Project Director 021 596 036 chris.powell@mcdgroup.com

OFFICIAL INFORMATION ACT REQUESTS AND PRIVACY ACT

Connectus will assist AT to comply with all requests under the Official Information Act and Privacy Act in accordance with the requirements of the Local Government Act 2002.

AT will collate the information, respond to the requestor, and record the request and the information provided in a database.

Connectus is required to: •

provide the required information to AT in a timely manner, and

•

do not release any information directly to the person making the request.

The contact details are: Responsibility

Contact

Main contact

Carol Greensmith AT CRL Communications Manager 021 569 211 carol.greensmith@aucklandtransport.govt.nz

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

APPENDIX A: DEFINITIONS Acronym

Definition

ALARP

As low as reasonably practicable

AT

Auckland Transport

ARPS

Auckland Regional Policy Statement

CAR

Corridor Access Request

CCIG

City Centre Integration Group

CEMP

Construction Environmental Management Plan

CLG

Community Liaison Group

CMJ

Central Motorway Junction

CMP

Contract Management Plan

CRL

City Rail Link

CRM

Customer Response Management System

DWP

Delivery Work Plans

ECI

Early Contractor Involvement

IPT

Integrated Project Team

IS

Infrastructure Sustainability

ISCA

Infrastructure Sustainability Council of Australia

LGA

Local Government Act

NoR

Notice of Requirement

OIA

Official Information Act

ONVMP

Operational Noise and Vibration Management Plan

PCG

Project Control Group

PPE

Personnel Protective Equipment

PTN

Permit to Notify

QESus

Quality, Environment & Sustainability Manager

RAP

Road Area Plans

RMA

Resource Management Act

SSCNVMP

Site Specific Noise and Vibration Management Plan

TBM

Tunnel Boring Machine

UDF

Urban Design Framework

WMP

Waste Management Plan

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APPENDIX B: KEY CONTACTS Name

Title

Bird, Chris

AT Traffic Manager

021 413 608

Chu, Jenny

AT C2 Civil and Environment Project Manager

021 734 824

Denham, Nick

Pipejack Senior Site Executive

027 522 0301

Durham, Mark

AT Construction Safety Manager

027 725 544

Edwards, Joe

Contracts Manager

021 569 126

Elwarth, Scott

AT Enabling Works Construction Manager (C1 & C2)

021 725 544

Frost, Roly

C2 Engineer to Contract

021 497 420

Galloway, Emma

Commercial Manager

022 010 5685

Greensmith, Carol

AT CRL Communications Manager

021 569 211

Howard-Smith, Alan

Stakeholder and Communications Manager

021 361 158

Meale, Chris

CRL Programme Director

022 418 3394

Mawdsley, Bob

Head of Design

021 765 861

Nikkel, Lucas

C2 Engineer’s Representative

021 824 576

Powell, Chris

Project Director

021 596 036

Robinson, Hugh

Construction Manager

021 171 38389

Surphlis, John

Sustainability Manger

021 723 589

Young, Dave

Health and Safety Manager

021 224 9670

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Contact Details

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

APPENDIX C: STAKEHOLDER CONCERNS ANALYSIS MATRIX Use this matrix to identify stakeholder concerns.

Stakeholder

Level of influence

Example only: Stamford Hotel

High

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Issues and concerns

Level of engagement

-

Pedestrian

Monthly with client.

-

Parking

-

Level of business

-

Weekly with relevant staff, including Concierge Management, marketing, Building Engineering, Senior management.

Dust

-

Noise

-

Vibration

-

Public profile

-

Driveway impact

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

APPENDIX D: RISK MITIGATION MATRIX Use this matrix to determine risk mitigation strategies.

Issues/risks/challenges Likelihood (Low, Medium, High) Building movement

Low

Impact (Low, Medium, High) High

Proposed mitigation

Building condition surveys Building movement monitoring systems

Business disruption

Medium

Medium

Social Impact and Business Disruption measures e.g.: wraparound signage Care where possible – e.g. voluntarily washing windows and buildings Excellent signage, with shop owner cooperation

Pedestrian flows disrupted to businesses

High

Medium

Great communication, often and clear Shift back as soon as possible within programme

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

APPENDIX E: BUILDINGS IMMEDIATELY AFFECTED BY CRL CONNECTUS SCOPE The following table lists the buildings affected by the project (identified in CRL Designation 15) that Connectus will communicate and consult with.

Building/Structure AMP Tower Owner Precinct Properties

Contact name Ben Twigden

Details ben.twigden@precinct.co.nz ph. 029 494 2269

29 Customs Street West

Paul Singleton paul.singleton@precinct.co.nz Leon Hewertson Leon.hewertson@rpecinct.co.nz West Plaza 3a Albert Street

Lynda Scott

lynda.scott@colliers.co.nz ph. 021 335 671

Bruce McCloskey

ph. 027 297 5366 bruce.mccloskey@tchsl.co.nz 021 993 800

Speedy Signs

downtown@speedysigns.co.nz

Peter Smthe NZ Gifts

John Qin john_qin@hotmail.com

5 Albert Street

ph. 0211 997 288

Food Alley

Rose Tickner

foodalley@xtra.co.nz stuie@clear.net.nz Stuart Galloway

Link House 15 Albert Street

Stuart Galloway

stuie@clear.net.nz Stuart Galloway

Richard Maher

Haines Tower 17 Albert Street

David Herron

admin@constant.net.nz ph. 021 508 955 chris@constant.net.nz david.herron@crckers.co.nz

ANZ Tower Owner Precinct Properties

23-29

Albert Street

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

David Haines

david.haines@hainesplanning.co.nz

Ben Twigden

ben.twigden@precinct.co.nz ph. 029 494 2269 jody.bevin@chapmantripp.com

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

Building/Structure

Contact name

Details joanne_howes@veroliability.co.nz litara.faresa@chapmantripp.com Victoria.taylor@anz.com Adam.davis@anz.com

35 Albert Street – Naylor Love site

Grant Snell Ben Cockroft

Grant.snell@naylorlove.co.nz Ben.cockroft@naylorlove.co.nz Housen.fong@naylorlove.co.nz

Housen Fong Prince Albert Apartments 41 Albert Street

Kathy Ross

kathyr@xtra.co.nz ph. 022 1239 388

57 Albert Street – Ellis Road Social Lounge

Greg Burgess

gregburgess@xtra.co.nz ph. 021 946 099

Shakespeare Hotel 61 Albert Street

Nick McIntyre

manager@shakespearehotel.co.nz ph. 021 828 271

AMI House

Mikayla Seinafo

63 Albert Street

mikayla.seinafo@rapaki.co.nz ph: 027 403 9098

Auckland District Court Owner Ministry of Justice

Mark Devereaux

mark.devereaux@justice.govt.nz 027 448 8931

65-69 Albert Street 87 Albert Street Octagonal Building

–

Murray Rose

mr@43241.co.nz ph. 021 938 550

129-135 Albert Street – Auckland Council Building

Andrew Hollis

Andrew.hollis@ Aucklandcouncil.govt.nz Ph. 021 897 671

St Patrick’s Cathedral Catholic Diocese

Kevin Sherlock

Federal Street – Swanson Towers

Kapil

kevin@stpatricks.org.nz 021 300 901 kapil@cpgroupnz.com ph. 021 948 488

DFS Customs Street 22 Customs Street West

Cathy Lam

Cathy.lam@bayleys.co.nz Ph. 021 866 745 Jill.blundell@dfs.com

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

Building/Structure

Contact name

8 Albert Street – Quay West

Katie Scholes

Details Katie.scholes@accor.co.nz tadams@rcp.co.nz trevor@belvederegroup.co.nz sally@msal.co.nz glenn.tasker@asb.co.nz

8 Albert Street - CityMed

pharmacy@citymed.co.nz practicemanager@citymed.co.nz assetmetro@xtra.co.nz assetmetro@mycloud29.com

8 Albert Street – Commonwealth Bank Vault

Dennis Govender Jerome

Ph. 021 266 0040

Concison

Ph. 021 059 3052 info@commonwealthvault.co.nz

Mills Lane Apartments

Paul Spackman

Paul.spackman@xtra.co.nz

10-12 Wolf Street

Grant McRae

15 Federal Street

Amanda Harper

aharper@wilsonparking.co.nz

Foster and Co

info@fosterandco.co.nz

30 Fanshawe Street Quay West Apartments 8A Albert Street

A.

Caz Vance Andrew Yovich

nzmcrae@xtra.co.nz

caz.vance@accor.com andrew.yovich@barfoot.co.nz Ph. 021 500 021

Stamford Plaza Hotel and Residences 2226 Albert Street

Residences: Angela Doran Reece Leroy

angeladoran@stamford.com.au ph. 021 510 234 ph. 027 487 0808

Hotel: Marija Gecan Chris Cains

marijagecan@spak.stamford.com.au chriscains@spak.stamford.com.au claytondarlington@spak.stamford.com.au

Clayton Darlington

earl@arapito.co.nz

Earl – Black Sheep Sue –

sue@youcbd.co.nz

YouTravel Roshika – Espresso Sukanya - Grasshopper New Zealand Trade Centre 12 Swanson Street

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Andrea Wong

roshika@espressocoffeeschool.co.nz sukanya-jai@hotmail.com andrea.wong@bayleys.co.nz ph. 021 875 690

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

Building/Structure New World

Contact name Steven Yin

125 Queen Street

Details Steven.yin@foostuffs.co.nz Ph. 021 346 651

Duncan Elley

Joel Cox - Dominion

Duncan.elley@wintonpartners.co.nz

Joel.cox@constructors.co.nz Ph. 021 740 532

NZME/Mansons 46-58 Albert Street

Paul Wilkinson

paulw@manson.co.nz ph. 021 431 800

David Baker

m: 021 948 805 service@oystergroup.co.nz

74 Albert Street Barclay Suites

–

Franz Staufer

franzs@barclaysuites.co.nz ph. 021 437 269

76-84 Albert Street – Wilson’s Parking

Thomas Stott

Thomas.stott@bayleys.co.nz Ph. 021 823 983

86 Albert Street – City Gardens Apartments

Tony Craig Leishman Jainine + Tony Ian McLeod

citygardens@xtra.co.nz craig@bbcl.co.nz 0274 959 431 0226 582 795

Albert Street – Media Design School

Cathy Lam

Cathy.lam@bayleys.co.nz Ph. 021 866 745

102 Albert Street – Surf and Snow Backpackers

Nishi

ph. 22 4060 772 Yuki Grant McRae

128 Albert Street – Crown Plaza Block

mg@surfandsnow.co.nz

Alex McKenzie

yuki@surfandsnow.co.nz ph. 027 448 7524 alex@colwall.co.nz ph. 021 670 845

Faizal Ali – Building Engineer

faizal.ali@ihg.com ph. 021 670 853

214 Queen Street Martin Spencer Building

Martin Spencer

205 Queen Street – DLA Towers

James

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

mspencer@mas.co.nz ph. 09 304 0730 Commercial.admin@kp.co.nz

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

Building/Structure 52 Victoria Street West – Equinox Group

Contact name David Jaye Neil Seck

Details david@equinoxgroup.co.nz jaye@crockers.co.nz

62 Victoria Street West

Andrew Yovich

bodycorporate@barfoot.co.nz

66 Victoria Street Gloria Jean’s

Frankie Young

Frankie.young@bayleys.co.nz

Tevita Pua 72 Victoria Street West – Sky City

Arron Money

Ph. 021 677 558 Arron.money@skycity.co.nzph.

021 988 570

Wellesley Street -T&G Building 37 Wellesley Street Econolodge Wilson Parking 76-84 Albert Street

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

Gary Hill

gjh@mteverest.co.nz

Henry Van Hoppe Eulalia –

hvh@mteverest.co.nz

Ken Linstead Also: Gloria Linstead

kenlinstead@yahoo.com ph. 09 307 3388

Ryan Orchard

rorchard@wilsonparking.co.nz

Anton Lyinage

ph. 027 706 5583

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COMMUNICATION AND CONSULTATION PLAN Doc No: 650-Y001-2719 REVISION: 03 DATE: 23-May-2017

APPENDIX F: IDENTIFIED BUILT HERITAGE AND ARCHAEOLOGY The following map illustrates the buildings and structures that have been identified as being affected by the CRL for the Connectus construction area.

CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

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CONNECTUS PROJECT NO. 2719 CITY RAIL LINK LIMITED

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