Sta-3 Effective Communication

Appendix C: Infrastructure Sustainability Rating

The City Rail Link Infrastructure Sustainability Technical Manual has been developed by the City Rail Link based on the Infrastructure Sustainability Council (ISC) tool to evaluate the sustainability of infrastructure across design, construction, and operational phases. To support the self-assessment submission the SIBD Annual Report will be included as evidence for Sta-3 and Sta-4.

Sta-3 Effective Communication

Credit Benchmark

Sta-3

Level 1 The community has been provided with information that: was provided in a timely manner supported community participation was meaningful and relevant was accessible AND This has been verified by: internal management/ reviews/ audits OR community feedback with 65-80% support Section 8.4 of the Karanga-a-Hape Station Main Works SIBDDWP indicates the Link Alliance’s commitment to providing continuous up to date engagement throughout the course of the Construction works.

Section 8.4 and Section 5 of the Karanga-a-Hape Station Main Works SIBDDWP indicates the range of engagement tools utilised by the Link Alliance to supply information to, and receive feedback from, affected members of the community. Use of a variety of engagement to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process. Section 8.4 of the Karanga-a-Hape Station Main Works SIBDDWP includes: • Courtesy visits and / or email updates to businesses • Project progress meetings undertaken with businesses, to confirm project programme and when scheduled works will take place • Provision of advance notice to businesses on the scope of works on a regular basis in line with the Communication and Consultation Plan • Engagement with the affected community, via: • Works notification and works updates • Local drop-in sessions • Monthly email newsletters • On-site signage for key traffic shifts • Project update information sheets • Digital communications including website updates and social media updates • Advertising and campaigns for major traffic shifts. Timely information has been provided to the public and affected community through a range of engagement tools as outlined above to ensure all members of the community have access to useful information about the Project and could provide feedback should they experience disruption. It is important recognise that engagement will be ongoing.

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Engagement method

One to one meetings

Implementation

During COVID-19 face-to-face visits were limited, however, where possible courtesy visits and project progress meetings were undertaken with businesses where requested to provide an update to works or to address concerns or complaints.

Works notification and works updates Notifications about upcoming works (e.g. noisy works) or changes (e.g. access changes) are distributed (targeted to be 10 days in advance of commencement) to enable adequate time for community members to prepare. Notifications are also provided in the newsletter distributed to an extensive contact list and made available online.

Example

A stakeholder who complained about a chemical smell around their business. The Community Manager spoke to the project engineer and undertook monitoring to identify the potential source of the odour. No odour was detected. An informal meeting was held with the stakeholder and the actions and outcomes discussed. The stakeholder was satisfied with the response. Examples of work notifications: • On 17 March 2022 a works update was provided which stated “ …another breakthrough 26 metres below street level, but this time down into the northbound tunnel.” • On 29 June 2021 Link Alliance provided a works update “our Link Alliance contractors re currently constructing level B2 at both the Mercury Lane and Beresford Square train station entrances…. construction finishes next month at B2 …”

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Local drop-in sessions

Monthly email newsletters Information sessions and site tours are advertised via the monthly Karanga-aHape Station newsletter distributed to over 1000 members and are open to the public. Information sessions and site tours are held within the Project area on a regular basis. However, during COVID19 site tors and drop ins have been limited. An information centre has also been established on Wellesley Street West which provides information and a contact point for the community.

Monthly email newsletters are distributed to all stakeholders on the mailing list maintained by Link Alliance. Newsletters are also made available online.

On-site signage for key traffic shifts An independent audit of the temporary wayfinding signage installed by Link Alliance to help users move around the active sections of the Karanga-a-Hape Station construction site was undertaken in December 2021. Following the wayfinding audit several changes were implemented by Link Alliance, including yellow paint to highlight trip hazards.

Page 40 | 2019-2020 SIBD Annual Report - Karanga-a-Hape Station Examples of local drop in sessions:

Monthly newsletters include updates on station progress, events and activation occurring and promotion of local businesses. Example of the monthly newsletter:

Examples of improved wayfinding from the independent audit at Pitt Street.

Project update information sheets Project information sheets and posters are available on the Link Alliance website. These sheets provide updates of large upcoming works and closures.

Digital communications including website updates and social media updates

Advertising and campaigns for major traffic shifts. The Link Alliance website is updated regularly, examples of updates include Beresford Utilities Work Update. These cover a description of the works and how the works will affect stakeholders. Digital communication has included short videos of works undertaken at Karanga-a-Hape station. This site is constrained to Beresford Square and Mercury Lane. There have not been any major traffic shifts. Example of a project information sheet:

Examples of digital communications include: • On 28 January Link Alliance posted a video to bring the public up to date with what is going on with the underground build of the station

In addition to the CRL website, email notifications, and newsletters the Link Alliance provides information via an 0800 number, information centre, Community Liaison Group and quarterly stakeholder surveys. An information centre is established on Beresford Square, the information centre is staffed daily by a member of the team, although the centre was closed for periods during COVID-19 in response to restrictions.

Community Liaison Group meetings have been held on a quarterly basis and will continue to be held on a regular basis throughout the period of construction works. Community Liaison Group meetings are held on a quarterly basis. Virtual meetings have been held during COVID-19 restrictions. The purpose of these meetings was to provide meaningful information to affected parties. In 2021/22 the Community Liaison Group discussed a range of topics including upcoming works, urban design plans, mitigation measures. The benchmark has been verified through internal management and reviews. This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance’s Sustainability Team.

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