Sta-3 Effective Communication

Appendix C: Infrastructure Sustainability Rating

The City Rail Link Infrastructure Sustainability Technical Manual has been developed by the Link Alliance 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 Te Wai Horotiu 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 Te Wai Horotiu 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 Te Wai Horotiu 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.

Local drop-in sessions Information sessions and site tours are advertised via the monthly Te Wai Horotiu 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 tours and drop ins have been limited. An information centre has also been established on Victoria Street which provides information and a contact point for the community.

Monthly email newsletters Monthly email newsletters are distributed to all stakeholders on the mailing list maintained by Link Alliance. Monthly newsletters include updates on station progress, events and activation occurring and promotion of local

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Example

Stakeholder complained in regard to traffic changes which caused a number of issues for their tenants, including deliveries and drop offs, and Atrium carpark delays. Onsite meeting was held with the stakeholder where issues were discussed, and a number of on-ground changes were identified which could be implemented to address issues. Examples of work notifications include: • On 30 November 2021 Link Alliance provided a works update on the walls of the station and an indication of what was expected next “…Following completion of the wall, the team will progress to construction of the roof slab for this section of the station, allowing the underground excavation works to continue to move towards Victoria Street.” Examples of drop in sessions include public site tours and regular site information sessions held at Te Pūkaki Information Centre. Examples of sessions are shown below:

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 Te Wai Horotiu Station construction site was undertaken in February 2022. Following the wayfinding audit several changes were implemented by Link Alliance, including reducing cluttered signage and pink arrows and simplifying wayfinding and where possible, improving visibility into site (e.g. Perspex windows, open fences) to help build public understanding of construction progress.

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. businesses. Example of the monthly newsletter:

Examples of improved wayfinding from the independent audit:

Example of a project information sheet:

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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 the Wellesley Street & Victoria Street intersection closure. The update provides an overview of why the closure is required, what the impacts are for users, and what alternatives are in place. The update also notes that businesses continue to operate and provides a map for wayfinding. Digital communication has included short videos of works undertaken at Te Wai Horotiu station.

Advertising for major traffic shifts has been undertaken using multi-channel communication which included posters, updates, newsletters and onsite signage. Examples of digital communications include: • On 22 December 2021 Link Alliance posted a video to their social media showing the TBM breaking through into [Te Wai Horotiu ] Station which marks a major milestone in the CRL project. • On 3 February 2022 Link Alliance provided a social media update which contained a recent video displaying drone footage around the station. Examples of advertising and campaigns include: • On 30 June 2021 Link Alliance reminded the public of a major traffic shift. In summary, it stated “ …A reminder that the Victoria Street and Albert Street intersection has closed temporarily for around two years to enable our work on the new mid-town [Te Wai Horotiu] station.”

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