C2 Communication and Consultation Plan

Auckland City Rail Link In association with:

ENABLING WORKS CONTRACT 2 COMMUNICATION AND CONSULTATION PLAN Separable Portion 1- Cut & Cover Rail Tunnel

Document Ref: CRL-PAT-CST-CON-PLN-001282 Revision: 6

FINAL

1st June 2016

COMMERCIAL IN CONFIDENCE

City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

DOCUMENT INFORMATION Organisation:

Connectus

Document Title:

COMMUNICATION AND CONSULTATION PLAN

Sub-Title

Separable Portion 1 – Cut & Cover Rail Tunnel

Fulcrum Document Number:

CRL-PAT-CST-CON-PLN-001282

Document based on MMS No:

N/A

Client:

Auckland Transport

Project:

CRL Enabling Works: Contract 2

Location:

Auckland CBD

Project No:

2719

REVISION HISTORY Rev

Date

Details

Author

Approver

1

25/11/15

Issued for SP2 Construction

A Howard-Smith

2

4/3/16

Updated to address specialist and AT comments

A Howard-Smith

3

23/03/15

Revised for SP1 OPW submission, incorporating elements of AT Communications Plan

AECOM

4

24/3/16

Reformatted as Connectus document

R A Mawdsley

5

1/4/16

Final

M. Kerr-Ridge

C Hind

6

01/06/2016

Final – Revised to incorporate Auckland Council comments.

M. Kerr-Ridge

C Hind

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 MMS 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.

City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Table of Contents Document information ............................................................................................................................. 3 Revision History ...................................................................................................................................... 3 1

Purpose ................................................................................................................................. 8 1.1

2

10

Context ................................................................................................................................ 17 2.1

Plan Overview

17

2.2

Consultation and communication approach

17

2.3

Consultation Undertaken

18

3

Principles and Objectives .................................................................................................... 20 3.1

Project key messages

20

3.2

Main Considerations

20

3.3

Principles of Engagement

20

3.4

Management of Issues and Risk

21

3.5

Objectives

21

3.6

Expected outcomes

21

4

Roles and Responsibilities .................................................................................................. 23 4.1

Reporting high risk issues

23

4.2

Key responsibilities

23

4.3

Reporting and Meeting

26

4.3.1

26

5

Reporting Tools

Strategy ............................................................................................................................... 28 5.1

Strategy overview: Conversation locally; broadcast to wider audience

28

5.2

Communication Tools

28

5.3

Branding and Collateral

31

5.3.1

31

5.4

5.5 6

Designation and Consent Requirements

Requirements

Identifying and communicating with key stakeholders

33

5.4.1

Liaising with stakeholder groups

33

5.4.2

How we will communicate and consult

33

5.4.3

Parties affected by the project

33

5.4.4

Identifying additional people affected by the project

35

Communication channels

36

Protocols, processes and contact details ............................................................................ 37 5

City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

6.1

6.2

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Community Liaison Group (CLG)

37

6.1.1

CLG Purpose

37

6.1.2

Requirements

37

6.1.3

Process

38

Stakeholders and Affected Persons

38

6.2.1

Permit to Notify

39

6.2.2

Kaitiaki or Mana Whenua Forum

40

6.2.3

Network Utility Operators

41

6.2.4

Coordinating projects

43

6.2.5

Street Trees

43

6.2.6

Emergency Services

43

6.2.7

Heritage

44

6.2.8

CEMP Review

45

6.3

Notable Reciever

45

6.4

Public Engagement

45

6.4.1

Public Enquiries

45

6.4.2

General Enquiries

46

6.4.3

Process

47

6.4.4

Open Days and Media Events

49

6.4.5

Newsletters, brochures, website and social media

50

6.5

6.6

6.7

7

Complaints

51

6.5.1

Requirements

52

6.5.2

Complaints process

52

6.5.3

Response timeframes

53

Media

54

6.6.1

Requirements

54

6.6.2

Media enquiries

54

6.6.3

Process

55

Managing crisis and emergency communications

55

6.7.1

Requirements

55

6.7.2

What is a crisis or emergency?

56

6.7.3

Emergency Contacts

56

Evaluation............................................................................................................................ 58 7.1

Customer satisfaction

58

7.2

Performance monitoring

58

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7.3

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Evaluating communications performance

58

7.3.1

Requirements

58

7.3.2

Process

59

Appendices ........................................................................................................................................... 60 Appendix A: Stakeholder Contacts

61

Appendix B: Key Project Contacts

65

Appendix C: Affected Parties Plan and Schedule

66

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Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

1 PURPOSE The City Rail Link (CRL) project comprises the construction, operation and maintenance of a 3.4 km underground passenger railway, running between Britomart Station and the North Auckland Rail Line in the vicinity of Mt Eden station. The construction works relating to this Communication and Consultation Plan (CCP) constitute part of the enabling works for the CRL, which Auckland Transport 1 (AT) has engaged Connectus to undertake.

The works (the Project) involve the construction of twin rail tunnels within the Albert Street road corridor from Customs Street West to Wyndham Street. The tunnels will be constructed using a staged cut and cover method and are expected to take 33 months to complete. Figure 1 outlines the extent of works for the Project.

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 the Project. The development of a CCP is required by both the CRL designation and the CRLCRL enabling works resource consents.

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

This CCPCCP has been prepared by Connectus to address the communication and consultation related conditions established through the CRL Notice of Requirement (NoR) process and the CRL Britomart to Wyndham Street enabling works resource consents.

The CCP addresses the construction elements of the conditions by continuing AT’s best practice communication and consultation undertaken to date, to ensure a quality approach throughout the project’s lifetime from pre to post construction.

There are also references in the CCP to an Infrastructure Sustainability Council of Australia (ISCA) Infrastructure Sustainability (IS) Rating, which is a comprehensive rating and certification tool for evaluating sustainability across the design, construction and operation of the CRL project. The IS Rating related content is not required for the purposes of the designation and resource consent conditions, but is required to provide sufficient documentary evidence for the purposes of obtaining an IS Rating.

The CCPCCP identifies the project communications channels, audiences and timeframes for the construction periods and how the affected community will be informed of construction progress, activity and milestones.

The CCPCCP has been prepared in consultation with the Community Liaison Group established for the enabling works as representatives of proximity parties, as well as with named parties relevant to this stage of the project.

1

Connectus is a joint venture between Hawkins and McConnell Dowell.

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Figure 1 CRL Contract 3 Main Works (SP1) Works Area

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

1.1

Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

DESIGNATION AND CONSENT REQUIREMENTS

The Project works relate to the designation now confirmed for Notice of Requirement (NoR) 1 and all regional resource consents (R/LUC/2014/5428, R/REG/2014/5430, R/REG/2014/5432, R/REG/2014/5435, R/REG/2014/5436, R/REG/2014/5437) granted for the construction of CRL infrastructure for the Britomart to Wyndham Street section. This CCP has been developed in accordance with the relevant conditions of the designation and associated resource consents. Table 1 identifies the relevant conditions that specify what is to be included in the CCP, and in turn which sections of the CCP address these conditions.

.

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Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Table 1 CCP conditions and the relevant sections of this document

Condition Number

Condition

Relevant Section

Designation Conditions (NOR 1)

15.1

The objective of the Communication and Consultation Plan is to set out a framework to ensure appropriate communication and consultation is undertaken with the community, stakeholders, affected parties and affected in proximity parties during the construction of the City Rail Link.

3.5

15.2

The Requiring Authority shall prepare a Communication and Consultation Plan which shall be implemented and complied with for the duration of the construction of the City Rail Link.

This Document

The Communication and Consultation Plan shall set out how the Requiring Authority will:

15.3

(a) Inform the community of construction progress and future construction activities and constraints that could affect them; (b) Provide early information on key Project milestones; (c) Obtain and specify a reasonable timeframe (being not less than 10 working days), for feedback and inputs from directly affected and affected in proximity parties regarding the development (as part of the review process provided by Condition 22) and implementation of the CEMP or DWPs (including SSCNVMPs, SSNMPs and SSCVMPs); and (d) Respond to queries and complaints including but not limited to: (i) Who is responsible for responding; (ii) How responses will be provided; (iii) The timeframes that responses will be provided within.

The Communication and Consultation Plan shall as a minimum include:

15.4

(a) A communications framework that details the Requiring Authority’s communication strategies, the accountabilities, frequency of communications and consultation, the range of communication and consultation tools to be used (including any modern and relevant communication methods, newsletters or similar, advertising etc.), and any other relevant communication matters; (b) The Communication and Consultation Manager for the Project including their contact details (phone, email and postal address); (c) The methods for identifying, communicating and consulting with persons affected by the project including but not limited to: (i) All property owners and occupiers within the designation footprint (ii) All property owners and occupiers adjacent to construction sites (Britomart and Albert Street (NoR 1), Karangahape Road (NoR 4), Newton Station (NoR 5), Main Construction site and the works at Normanby Road and Porters Ave (NoR 6))

(a) 6.2 & 6.5 (b) 5.2 & 6.5 (c) 6.2 & 6.5 (d) 6.4 & 6.5

(a) 4.2, 4.3.1, 5.1 & 5.2 (b) Appendix B (c) 5.4 (d) 5.2 (e) 6.2

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Condition Number

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Condition

(d) (e) (f) (g)

(iii) New Zealand Historic Places Trust (NZHPT) (iv) Department of Corrections (including the entity contracted by Department of Corrections to administer and run the Mt Eden Corrections facility at 1 Lauder Road) (v) Ministry of Justice (including but not limited to) confirming the details of the contact person required under Condition 14 of this designation, and to provide appropriate details (including but not restricted to timing, duration, scale, noise effects, vibration effects, access restrictions, and disruption to utilities) in respect to any works impacting the operation of the Auckland District Court at 65-71 Albert Street, Auckland. Communication and consultation of such details should be provided to the Ministry of Justice Auckland Property Programme Manager at least 9 months prior to the commencement of such works. (vi) Media Works (vii) Community Liaison Group(s) (refer Condition 7); (viii) Bear Park Early Childhood Centre; (ix) Body Corporate 164980 and Tenham Investments Ltd; (x) Network Utility Operators, including the process:  To be implemented to capture and trigger where communication and consultation is required in relation to any material changes affecting the Network Utilities;  For the Requiring Authority to give approval (where appropriate) to Network Utility Operators as required by section 176(1)(b) of the RMA during the construction period;  For obtaining any supplementary authorisations (including but not limited to resource consents (including those required under a National Environmental Standard) and easements);  For inspection and final approval of works by Network Utility Operators; and  For implementing conditions 9, 22, 23, and 24 of this designation in so far as they affect Network Utility Operations.

How stakeholders and persons affected by the project will be notified of the commencement of construction activities and works, the expected duration of the activities and works, and who to contact for any queries, concerns and complaints; How stakeholders and persons affected by the project will be consulted in the development and review of the CEMP and DWPs (including SSCNVMPs, SSCNMPs and SSCVMPs), including specifying reasonable timeframes for feedback; Methods for communicating in advance temporary traffic management measures and permanent changes to road networks and layouts to directly affected and in proximity parties, bus (public and private) operators, taxi operators, bus users, and the general public; Methods for communicating in advance to surrounding communities (including sensitive noise and vibration receivers) which must be notified at least 24 hours in advance where construction activities are predicted to: (i) Exceed the noise limits (refer Condition 31); or (ii) Exceed a vibration limit (refer Conditions 33 and 34); or (iii) Be within 200m of a blast site (refer Condition 32).

Relevant Section (f) 5.2 (g) 6.4.1 (h) 6.2.1 (i) 6.2.2 (j) 6.2.5 (k) 6.2.6 (l) Appendix A (m) 4.3 (n) N/A

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Condition Number

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Condition

Relevant Section

Further provisions for Notable Noise and Vibration Receivers are contained in Condition 16. (h) Methods for communicating in advance proposed hours of construction activities outside of normal working hours and on weekends and public holidays, to surrounding communities, and methods to record and deal with concerns raised about such hours; (i) Methods for communicating and consulting with mana whenua for the duration of construction and implementation of mana whenua principles for the project (refer to Conditions 8 and 49); (j) Methods for communicating and consulting with the Auckland Council Parks Department regarding works to be undertaken to any trees on public land (streets, squares, etc.) located within the City Rail Link surface designation footprint, including how trees not being removed, or in close proximity to the surface designation footprint where works are occurring, will be protected; (k) Methods for communicating and consulting in advance of construction works with emergency services (Police, Fire, Ambulance) on the location, timing and duration of construction works, and particularly in relation to temporary road lane reductions and/or closures and the alternative routes or detours to be used, with specific detail around the management of the Fire and Ambulance from their central stations on Pitt Street; (l) A list of Stakeholders, directly affected and affected in proximity parties to the construction works who will be communicated with; (m) How communication and consultation activity relating to construction activities and monitoring requirements will be recorded; and (n) Methods for communicating and consulting with the Department of Corrections (including the entity contracted by Department of Corrections to administer and run the Mt Eden Corrections facility at 1 Lauder Road), to confirm the details of the contact person required under Condition 14 of this designation, and in respect of any works impacting on access or works in proximity to the Mt Eden Corrections Facility and the Boston Road Community Corrections site; including temporary traffic management measures and permanent changes to road networks and layouts which may impact on access to and from the Facility and the motorway network.

15.5

The Communication and Consultation Plan shall also include (as relevant) linkages and cross-references to the CEMP and DWPs (including SSCNVMPs, SSCNMPs and SSCVMPs).

This Document

15.6

The Communication and Consultation Plan shall include a summary of the communication and consultation undertaken between the Requiring Authority and parties as required by the Pre-construction Communication and Consultation Plan. The summary shall include any outstanding issues or disputes raised by parties. The Communication and Consultation Plan shall be reviewed six monthly for the duration of construction and updated if required. Any updated Communication and Consultation Plan shall be provided to the “key contacts” (see Condition 13) and the Auckland Council Consent Monitoring officer for review and agreement on any further action

2.3 & SIBD DWP

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Condition Number

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Condition

Relevant Section

to be undertaken. Any further action recommended as a result of this review shall be undertaken by the Communication and Consultation Manager for the City Rail Link and confirmation of completion provided back to the Auckland Council Consent Monitoring officer.

15.7

If, in the course of amendments undertaken as part of the review process, a material change to the Communication and Consultation Plan is made, those parties affected by the change shall be notified within 1 month of the material change occurring.

N/A

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Condition Number

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Condition

Relevant Section

Resource Consent Conditions (R/LUC/2014/5428, R/REG/2014/5430, R/REG/2014/5432, R/REG/2014/5434, R/REG/2014/5435, R/REG/2014/5436, R/REG/2014/5437)

25

In order to set out a framework to ensure appropriate communication and consultation with the community, stakeholders, affected parties and affected in-proximity parties during the construction of the Project, the Consent Holder shall prepare a CCP which shall be implemented and complied with for the duration of the construction of the Project.

This Document

The CCP shall set out how the Consent Holder will:

26

(a) Inform the community of construction progress and future construction activities and constraints that could affect them; (b) Provide early information on key Project milestones; and (c) Obtain and specify a reasonable timeframe (being not less than 10 working days), for feedback and inputs from directly affected and affected in-proximity parties regarding the implementation and review of the CEMP or other management plans. (d) Respond to queries and complaints including but not limited to: (i) Who is responsible for responding; (ii) How responses will be provided; and (iii) The timeframes within which responses will be provided.

The CCP shall (as a minimum) include:

27

(a) A communications framework that details the Consent Holder’s communication strategies, accountabilities, frequency of communications and consultation, the range of communication and consultation tools to be used (including any modern and relevant communication methods, newsletters or similar, advertising etc.), and any other relevant communication matters; (b) The Communication and Consultation Manager for the Project including contact details (phone, email and postal address); (c) The 0800 CRL TALK phone number; (d) The methods for identifying, communicating and consulting with persons affected by the project including but not limited to: (i) All property owners and occupiers of the sites that are identified at Appendix 5, adjacent to the Project’s construction sites (Britomart Station to Wyndham Street Section (as defined by the Britomart Transport Centre Designation 314 and CRL NoR 1)); (ii) Heritage New Zealand Pouhere Taonga (Heritage NZ); and (iii) The Community Liaison Group (refer Conditions 16 to 24). (e) How stakeholders and persons affected by the project will be notified of the commencement of construction, the expected duration of the activities and works, and who to contact for any queries, concerns and complaints; (f) How stakeholders and persons affected by the project will be consulted in the development and review of the CEMP and

(a) 6.2 & 6.5 (b) 5.2 & 6.5 (c) 6.2 & 6.5 (d) 6.4 & 6.5

(a) 4.2, 4.3.1, 5.1 & 5.2 (b) Appendix B (c) 6.4.1 (d) 5.4 (e) 5.2 (f) 6.2 (g) Appendix A

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City Rail Link – Enabling Works Contract 2 Project #: 2665 Client: Auckland Transport

Condition Number

Communication and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

Condition other management plans, including specifying reasonable timeframes for feedback; (g) A list of stakeholders, directly affected and affected in-proximity parties to the construction works with whom the Consent Holder will communicate; (h) A summary of communication and consultation undertaken between the Consent Holder and parties as required by the PCCP. The summary shall include any outstanding issues or disputes raised by parties; (i) How communication and consultation activity relating to construction activities and monitoring requirements will be recorded; and (j) How opportunities to interpret and display archaeological finds within the project area will be identified and implemented, including how Heritage NZ will be involved in this process.

28

Relevant Section

The CCP shall also include (as relevant) linkages and cross-references to the CEMP and other management plans.

(h) 2.3 & SIBD DWP (i) 4.3 (j) 6.2.7

This Document

29

The CCP shall be reviewed six monthly for the duration of construction and updated if required. Any updates to the CCP shall be provided to “key contacts” and the Council (Team Leader Central Monitoring) for review and agreement on any further action to be undertaken.

7

30

Any further action recommended as a result of the review under Condition 29 shall be undertaken by the Consent Holder’s Communication and Consultation Manager for the Project and confirmation of completion shall be provided to the Council (Team Leader Central Monitoring).

N/A

31

If, in the course of amendments undertaken as part of the review process under Condition 29, a material change to the CCP is made, the Consent Holder shall notify those parties affected by the change within 20 working days of the material change occurring

N/A

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Communications and Consultation Plan Doc. No. CRL-PAT-CST-CON-PLN-001282 Revision: 6, Date: 1 June 2016

2 CONTEXT 2.1

PLAN OVERVIEW

The purpose of this CCP is to describe the processes and protocols relating to how Connectus will: 

Manage and deliver communication and consultation with the community, stakeholders and affected parties and affected in proximity parties during the construction of the CRL Albert Street cut and cover works;



Provide assistance and cooperation to AT in relation to media and stakeholder relations activities, and



Comply with the requirements and responsibilities set out in the designation and resource consent conditions, and AT’s own Communication Consultation Plan for the CRL project.

This CCP will ensure:

2.2



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;



AA framework is provided to obtain feedback and input from directly affected and affected in proximity parties;



Ensure queries and complaints are responded to quickly and appropriately;



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



The CRL delivery teams understand their responsibilities and can collaborate and quickly respond to stakeholder concerns.

CONSULTATION AND COMMUNICATION APPROACH

AT and Connectus will undertake consultation and communication on the basis that we wish to take our stakeholders with us on the project journey. We are committed to delivering the project as fast as possible with as little disruption as possible to businesses, commuters and the community and will work with them to achieve this.

Consultation will continue to occur with key stakeholders, and those who are impacted as a result of their proximity to the designation.

Engagement with other stakeholders and the public will be about communication; providing them with information on the project and responding to their inquiries and concerns.

The results of consultation will influence the management of project effects to better address the issues. .

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AT established a CRL communication and consultation strategy in 2012 with a range of objectives and principles. These include: 

A proactive approach- AT will approach stakeholders with information rather than sit back and wait for people to come to it with inquiries; key stakeholders and affected parties have a right to express their views and concerns about a project that has the potential to affect them



Effective communication channels- AT will maintain constructive links with key stakeholders by communicating on a regular basis; continual networking and presence in the business and other relevant communities; and seeking opportunities for dialogue and information-sharing.



Openness about issues- Information should demonstrate that AT is being upfront and transparent about what is proposed and provide as much certainty as possible while acknowledging that project detail is not finalised.



Responsiveness- Responses will use best practice by being timely, full, helpful, frank and detailed; key stakeholders and affected parties have a right to expect that their views and concerns will be considered in project decisions. They should demonstrate that AT is listening, even if agreement cannot be reached.

The objectives have four areas of focus: 







Inform stakeholders about the project o

Engage constructively with key stakeholders/target audiences, providing consistent information across the project.

o

Maintain and enhance existing relationships for ongoing constructive engagement.

Explain the process and timing o

Ensure key target audiences and stakeholders have an accurate understanding of the project and its implications.

o

Explain how the planning processes work and how people can input into them.

Educate people about the CRL o

Discuss how the project fits into strategic city planning and the regional development of transport infrastructure.

o

Minimise uncertainty and dispel misinformation.

Enhance AT’s reputation o

Ensure that AT is open and responsive to stakeholder feedback.

o

Manage communications risks that may impact the project and AT’s reputation.

Connectus have adopted these objectives and have developed this CCP accordingly.

2.3

CONSULTATION UNDERTAKEN

Extensive consultation has been undertaken in preparation for the construction of the CRL in order to understand the specific access requirements and other potential disruption issues for residents and individual businesses/services.

Consultation has been undertaken by Alan Howard-Smith (Connectus Communication and Consultation Manager), along with other Project specialists (e.g. Noise and Vibration). The purpose of the consultation was to identify the type and scale of disruption, specific access and servicing requirements, and client and visitor behaviour and requirements.

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The Social Impact and Business Disruption Delivery Work Plan, which is attached to the Project Construction Environmental Management Plan provides a summary of the communication and consultation which has been undertaken to date.

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3 PRINCIPLES AND OBJECTIVES 3.1

PROJECT KEY MESSAGES

The key messages reflect the project objectives and form the basis for the project’s overall strategy for informing and getting feedback from those impacted. While these will remain constant throughout the project duration and beyond, they will at times be supported by other messages that reflect construction activity and/or other influencing factors.

The hierarchy of the key messages will be defined by the audience (e.g. local / regional / national) and its relationship to the project. Examples are: 

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



Disruption during construction will be managed to ensure Auckland keeps working



The Construction Environmental Management Plan CEMP reflects unwavering commitment to safety, environmental sensitivity and community well-being.

Connectus supports 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.

3.2

MAIN CONSIDERATIONS

There are a 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 CCPCCP is to clearly describe how Connectus will communicate with stakeholders and communities regarding these effects. Adverse effects include: 

noise and vibration, including effects on notable and sensitive receivers



changes to transport, access and parking



change to historic character



air quality



the potential for contaminated material to be encountered during earthworks and soil removal



removal of trees



changes to urban design/public art, and



social and business disruption.

3.3

PRINCIPLES OF ENGAGEMENT

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

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MANAGEMENT OF ISSUES AND RISK

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.

3.5

OBJECTIVES

The objective of the CCP 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.

3.6

EXPECTED OUTCOMES

The following is a summary of expected outcomes as a result of an effective CCPCCP: 

Strong relationships with key stakeholders



Positive interaction with neighbours



Robust information received to influence the Construction Environmental Management Plan (CEMP)and the Delivery Work Plans (DWP)



Effective Community Liaison Groups (CLGs)



Informed community

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

Informed road users



Informative and useful online presence



Positive media coverage



Reduced misinformation

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4 ROLES AND RESPONSIBILITIES Connectus and AT will work together in the following ways: 

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



AT will be responsible for communicating with the wider Auckland 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 Communication and Consultation 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: 

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.

4.1

REPORTING HIGH RISK ISSUES

The Connectus Communication and Consultation Manager will report to the AT CRL Communications Team immediately about any high risk issues or concerns that will: 

be of interest to AT or Auckland Council;



have the potential to attract media attention;; and



present reputational risk to the project participants.

4.2

KEY RESPONSIBILITIES

The key responsibilities for each role involved in communications for this project are (contact details are provided in Appendix B): Table 2 Key Responsibilities – Auckland Transport

AT CRL Project Team Role

Name

Responsibilities

AT CRL Project 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.

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AT CRL Project Team Role

Name

Responsibilities  Regular reporting to the AT Board, CRL Steering Group and Project Control Group.  Liaising with Auckland Council and other key stakeholders.

AT CRL Enabling Works Construction Manager

Scott Elwarth

 Performance oversight of construction.

AT CRL Communications Manager

Carol Greensmith

 Managing AT CRL communications and stakeholders.

AT CRL Communications Senior Public Affairs Advisor

Shonah Lindsay

 Supporting the AT CRL Communications Manager.

AT CRL Communications and Stakeholder Advisor

Holly Claeys

 Coordinating community open days and media events, and the CLG (refer to section 6.1 for further detailing relating to the CLG).  Supporting the AT CRL Communications Manager.

AT Principal Planner ECI

Richard Jenkins

 Main point of contact for implementation of, and compliance with CRL designation and resource consent conditions.

AT CRL Construction Safety Manager

Mark Durham

 Health and Safety regime for the CRL enabling works.  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

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

C2 Engineer’s Representative

Lucas Nikkel (Acting)

 Performance oversight of construction.

C2 Civil and Environmental Project Manager

Jenny Chu

 Contract management under NZS 3910 i.e. provide Engineer’s instruction to the Contractor

 Contract management under NZS 3910 i.e. provide Engineer’s instruction to the Contractor

 Coordinate different AT work streams to provide quality and timely client inputs and decisions.

AT CRL Enabling Works Traffic manager

Chris Bird

 Bus relocation project management.  Also AT CRL Project Manager for Downtown Shopping Centre redevelopment

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Table 3 Key Responsibilities - Connectus

Connectus CRL Project Team Role

Name

Responsibilities

Connectus Project Director

Chris Powell

 Connectus construction delivery within the joint venture.  Reporting to the Connectus Joint Venture Committee.  Building relationships through engaging and communicating with key stakeholders.  Building trust in the team’s capabilities by personally leading the process and providing expertise in specialist areas.  Alerting the Communication and Consultation 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 communication protocols and procedures.

Connectus Communication and Consultation Manager

Alan HowardSmith

 Main point of contact for anyone affected by or interested in the 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 section 4.1 above.  Reporting weekly to AT on all key community relations and stakeholder management issues.  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 associated with the CRL project, including AT, Downer Soletanche Bachy (construction contractor for the Britomart Transport Centre / Lower Queen Street component of the CRL enabling works), and Precinct Properties (Downtown Shopping Centre redevelopment).  Assisting in delivering communication activities to stakeholders as required.  Assisting AT CRL Communications with media enquiries.  Managing stakeholder enquiries and complaints.

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

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Connectus CRL Project Team Role

Name

Responsibilities a day-to-day basis and that they behave appropriately in and around the site parameters.

Connectus Support Staff



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

AECOM Traffic Manager



Temporary traffic planning and traffic management.

Connectus Subcontractors



Directing all public and media enquiries to the Communication and Consultation 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.

     

4.3

REPORTING AND MEETING

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

The Connectus Communication and Consultation Manager will immediately report to AT CRL Communications on any high risk events or issues that significantly impact stakeholders, and each week on all other key community relations and stakeholder management issues. Connectus will use existing templates for weekly reporting.

4.3.1

Reporting Tools

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

Table 4 Reporting Tools Tool

Responsibility

Description

Urgent Notifications

Connectus Communication and Consultation 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.

Daily Face to Face contact

Connectus Communication and Consultation Manager

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

Weekly Report

Connectus

Provide information to AT CRL Communications and

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Responsibility

Description

Communication and Consultation Manager

Contract 2 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.

Fortnightly report

Connectus Joint Venture Committee

Report to the component partners of the Connectus Joint Venture is achieved through the Joint Venture Committee and in turn through the Project Governance Group.

Monthly meetings

Connectus Communication and Consultation Manager

Discussion and alignment of stakeholder issues, construction milestones and media opportunities.

Downer Soletanche Bachy Precinct Properties AT CRL Communications Team Bi-monthly meetings

Connectus Communication and Consultation Manager

Share knowledge, discuss issues resolution and best practice opportunities.

AT CRL Communications Manager AT CRL Communications Team Communications database

Connectus Communication and Consultation Manager

Record all communication and correspondence such as contact with owners regarding building condition surveys.

Project Meeting Minutes The database will interface with AT’s CRL databases. It will allow wider circulation of issues and resolutions, and improve customer service.

Contact Details for all Key Stakeholders, Notable Receivers (Auckland District Court is the only Notable Receiver in proximity to the works), Sensitive Receivers and Affected and Affected in Proximity Parties.

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5 STRATEGY 5.1

STRATEGY OVERVIEW: CONVERSATION LOCALLY; BROADCAST TO WIDER AUDIENCE

The communication and consultation programme (pre, during and post construction), aims to engage and inform the primary audience of local residents/businesses, affected/interested stakeholders and Albert Street users (drivers/passengers/pedestrians) about the Project before major construction commences. This will prioritise face-to-face interaction and access to information to ensure affected parties are aware of the project scope and effects, and feel confident in the ability of AT and Connectus to deliver the project with the least possible impact.

Once general information on the project has been disseminated, the immediate neighbours will be directly serviced at a detailed level by the appointed contractors.

A secondary audience of the wider Auckland population will be serviced through a predominantly online and electronic communications strategy. The key messages for this audience will be the benefits of the project and advanced communication of changes to road function to enable informed choice and to ensure travel-related information is readily available.

5.2

COMMUNICATION TOOLS

The following engagement tools will be utilised, with a preference for electronic media rather than printed material in keeping with CRL project sustainability goals.

Table 5 Communication Tools

Channel

Tool

Usage/content

Construction look-aheads

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:

Publications



key Project milestones



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 CRL designation and enabling works resource consents.

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.

Letters

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

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Channel

Tool

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Usage/content stakeholders.

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.

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

Distribution Email or online Posters

Advertising construction activities, associated detours and disruptions Distribution Displayed at information stations, project offices and AT designated locations.

Reports

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

Site coffee mornings

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

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 in the designation and resource consent conditions.

Project briefings

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.

Media and VIP visits

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.

Key stakeholder

Site visits by key stakeholders and industry networks will provide

Face to face

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Channel

Telephone and email

Online

Signage/ hoarding

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Tool

Usage/content

tours

stakeholders with a greater understanding of the scale of the works.

Affected property owners and neighbours’ visits

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 during construction.

0800 information phone line

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 (temporary traffic management measures and permanent changes to road networks and layouts). It will also provide construction progress photos and updates including information on key Project milestones. Community members will be directed to the website for project updates.

eNews

Connectus will use eNews to advise registered stakeholders of Project milestones. This will also be used to advise temporary traffic management measures and permanent changes to road networks and layouts.

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.

Time lapse photography

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.

Signage

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: 

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 (including temporary traffic management measures and permanent changes to road

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Channel

Tool

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Usage/content networks and layouts).

Print (papers)

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

Radio announcements

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

Community partnerships/ strategy

Connectus is 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 concerns.

Connectus will review these comments and modify engagement and communication techniques to best meet the needs of those stakeholders.

Surveys

Stakeholder surveys will be performed to better understand stakeholder expectations and experience. Connectus will review these comments and modify engagement and communication techniques to best meet stakeholders’ needs.

Monthly reporting

Monthly reports will be used to identify issues and areas for improvement, especially in relation to engagement techniques and the effectiveness of communication materials.

Advertising material

Partnerships

Feedback / awareness

5.3

BRANDING AND COLLATERAL

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

5.3.1

Requirements

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.atat.govt.nz). In particular, 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:

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

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 CRL is AT’s number one project. The overall AT branding will be supported with any constructor brand, which will be used to provide a local and dedicated community face for the appointed construction delivery team.

Guidelines for all project collateral will be in line with AT standards to ensure consistency. While the CRL sits with a busy city environment, many of those interested in the project and in particular its effects on the use of city roads may live beyond the project area. The focus will be on electronic communication while recognising that not everyone has access to this medium. Postal or hand delivery methods will be used where the need is identified. Channels will include: 

Website

The project/AT website will be at the heart of the communications approach, with the aim of promoting it as a one-stop-shop for vital and interesting information for both the affected community and a wider audience. It will provide a facility for people to sign up for email updates.

Contact details for the CRL including freephone and email will be provided on the Auckland Council website as well as a link to the CRL project site. 

Newsletters

Project newsletters will be produced at least quarterly during construction and generally, sent electronically to the project stakeholder database which will grow as the project proceeds. A sign up facility will be provided on the project website. Printed material is not proposed as part of AT’s commitment to sustainable business practice. 

Open Days

Community open days/showcases or similar are planned annually for wider audiences to find out about the project and meet project staff. Where relevant, these will be coordinated with adjacent council/AT projects. 

Social media

The project will also have a complementary online presence on YouTube, Facebook and Twitter.

Presence on social media will reflect AT guidelines. 

Project signage

Located throughout the project area in high traffic areas, signage will be located ahead of the works to promote the project’s information channels including freephone and to advice of progress. All signage to be ‘on brand’ (AT/constructor). Signage may be backed up with people on the spot at key crossings to assist pedestrians.

At the construction sites there will be an opportunity for signage to provide additional general information about the project and its benefits. Each site will also have available a copy of this

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CCPCCP (including any updated versions), the Construction Environmental Management Plan and Delivery Work Plans. 

Advertising

Advertising will be required prior to commencing construction for milestones and for activities with major impacts on traffic movements/access. Advertising channels include:

5.4

o

Print media

o

Radio

o

Posters

o

Social media/ twitter

IDENTIFYING AND COMMUNICATING WITH KEY STAKEHOLDERS

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.

5.4.1

Liaising with stakeholder groups

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.

5.4.2

How we will communicate and consult

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

5.4.3

Parties affected by the project

There are a large number of stakeholders associated with the CRL enabling works. Details of the different types of stakeholder and the contacts details for each are provided in Appendix A.

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Owners All property owners within the CRL designation have been identified using the Auckland Council rating database. Those adjacent to the construction sites will be identified similarly. Where contact details (other than postal) are unknown to the project, owners will be contacted via post and asked to provide their ongoing details, preferably email and also the contact details of any occupiers of premises they own.

They will be provided with the contact details for the CRL including phone, email post and website where they will be able to sign up for information and updates Occupiers/Residents Where information regarding occupiers was not forthcoming, they have been identified by project staff walking the route and noting all occupiers and gathering ongoing contact details, such as email. AT has also sought information and assistance from the relevant business associations and the Auckland Chamber of Commerce and Industry to complement this.

During the life of the Project this process will be repeated to capture changes in occupiers. Changes to owners will be captured through the rating database.

AT will continue to work with the Chamber of Commerce and from its existing database, understand more about the relevant affected businesses. AT will utilise the business associations and Chamber as conduits for two way information gathering and dispersal to and from members and the project team.

Where agreed, AT will use their existing communication channels. They will also provide the project team with a useful touchstone in the business community.

Submitters The contact details of stakeholders listed specifically in the project conditions have been identified through their submission contact details or through direct contact. AT has an existing relationship with many of them as a result of the earlier consultation and planning processes.

These contact details form the basis of the project’s email database to be used as the prime method of distributing information relating to construction, hours of work, material changes, effects on the road network, changes to street layouts, etc.

Others AT has existing email/text/web systems in place to communicate with public transport and road users in Auckland and these will be utilised where the CRL construction impacts on bus and other transport services.

Communication and consultation will generally be by email, phone and through the Community Liaison Group established for the enabling works. With organisations, companies and body

corporates communication will be by email, unless meetings or alternative methods are requested.

Network Utilities The Albert Street cut and cover works require the relocation of a number of existing network utilities.

The affected utilities are owned by the following Network Utility Operators (NUOs): 

Chorus



Vodafone



Vector Gas, Vector Power, and Vector Communications

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

Watercare



Auckland Council – Stormwater Unit



CityLink



Kordia

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The proposed cut and cover works and associated network utility relocation and protection works were discussed with the above NUOs through a series of meetings, workshops and communications between June 2015 and March 2016 (with discussions ongoing). AT, Connectus and the NUOs have held a series of collaborative workshops where drawings showing the proposed CRL works have been overlaid with utility assets. Based on the outcome of these discussions the detailed civil design for the cut and cover works, and utility works in particular, has been agreed with the NUOs. The NUOs are satisfied that they can continue to meet their operational requirements during the CRL construction works.

The proposed utility works are described in detail in the Construction Environmental Management Plan (CEMP) for the Project (refer Sections 2.2.3, 4.3.1 and Appendix M of the CEMP).

Engagement with the NUOs will be ongoing during construction, with the objective of ensuring appropriate protection of utility assets and the ability to meet operational requirements at all times (refer Section 6.2.3 of this CCP).

Auckland Council Parks Department Connectus is required to engage Auckland Council Parks Department regarding works to be undertaken to any trees on public land located within the works area, including how trees not being removed, or in close proximity to the surface designation footprint where works are occurring, will be protected.

Further detail regarding communication with Auckland Council Parks Department is provided in the Trees and Vegetation DWP.

Heritage New Zealand Pouhere Taonga (HNZPT) For the purposes of applying for the necessary Archaeological Authority for the CRL enabling works, extensive consultation has been undertaken with the HNZPT Regional Archaeologist. Refer also to section 3.10 of the Historic Character Delivery Work Plan.

Emergency Services Connectus has a requirement to inform emergency services of any relevant effects prior to the commencement of each construction stage. In particular this should include any changes to traffic movements around the construction site.

Emergency services which have been engaged are: 

New Zealand Police



New Zealand Fire Service



St John Ambulance



Mines Rescue Service

5.4.4

Identifying additional people affected by the project

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

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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.

5.5

COMMUNICATION CHANNELS

Day-to-day communications and stakeholder-liaison protocols will be delivered using a variety of channels, with differing frequencies.

A milestone-oriented strategy will see specific events and communications tailored around the project’s construction programme. Detailed communications strategies will be developed around these milestones. An indicative programme is shown below: Figure 2 Indicative Communication Programme

2015 Dark blue indicates pre construction period (complete)

2016/17

2018/19

2020/21

2022/23

Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

CLG 1- enabling works Other CLGs Manawhenua forum Utilities forum AT call centre Free-phone operational Website update Signage on site Social media activity Fortnightly project area e-updates E-Newsletters Community event/ open day

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6 PROTOCOLS, PROCESSES AND CONTACT DETAILS 6.1

COMMUNITY LIAISON GROUP (CLG)

The establishment of a Community Liaison Group (CLG) is one of the key consultation tools required by the designation and resource consent conditions for the CRL. A CLG has been established for the CRL enabling works. The works CLG is a key mechanism for reflecting community concern and interest, and communicating the programme to the community’s most affected parties.

AT has been holding CLG meetings at least every two months prior to construction commencing for the CRL enabling works, and will continue to do so every month during construction of the Project (unless otherwise agreed by AT and the CLG). Records of the meetings are published on the project website.

The meetings include representatives from AT and the construction contractor, and at the time of the CLG being established membership was open all parties affected by the Project 6.1.1

CLG Purpose

The purpose of the CLG is 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 Delivery Works Plans (each of the DWPs documents comments received from the CLG and how these have been responded to);



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 CCP to ensure customer satisfaction.

6.1.2

Requirements

As required by the designation and resource consent conditions, representatives of local residents and businesses as well as named parties were invited to join a CLG for the CRL Britomart to Wyndham Street enabling works. The CLG for the enabling works was established in February 2015 and has met regularly throughout the pre-construction process.

The CLG’s role is to: 

Ensure that community interests are identified and recognised through the construction process and through feedback on the development of the CEMP, DWPs and management plans for issues such as traffic, access, noise vibration, heritage, social impacts, urban design, landscape, station plans and specifications addressed in the ISCA document regarding community health and wellbeing. The draft CEMP, DWPs and management plans were provided to the CLG for review and presented at a series of CLG meetings during

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October – December 2015. In addition to comments received at the meetings, the CLG was given at least 10 working days to provide feedback on each of the draft working documents. 

Facilitate a two-way flow of information between the project and all sectors of the surrounding communities, on project timeframes, property acquisition and management processes and advance notice of significant change or milestones, so that construction impacts and community safety can be better managed.



Provide a regular forum through which information about the project can be provided to the community, effects can be monitored, and an opportunity for concerns or issues to be raised and responded to and for joint initiatives regarding property management to be considered.

The CLG provides the community with a voice to ensure key issues identified through the consenting process are given due and ongoing consideration. Membership of the CLG includes representatives of AT and Connectus. Connectus has provided AT with information and presentations for the CLG meetings held to date (particularly in relation to preparation of the CEMP, DWPs, and management plans). Other members of the CLG include representatives from: 

affected property owners and occupiers



CBD Residents Advisory Group

6.1.3

Process

The process for coordinating CLG meetings is set out below.

Table 6 CLG meetings coordination

Stage

6.2

Description 1

AT CRL Communications staff liaise with the Connectus Communication and Consultation Manager regarding meeting dates and venues. Outside of and during construction. The venue is usually the AT CRL project office.

2

The Connectus Communication and Consultation 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 makes 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.

STAKEHOLDERS AND AFFECTED PERSONS

The designation and resource consent conditions identify a range of stakeholders in relation to the CRL project, and require the identification of directly affected and affected in proximity parties for the Project. A full list of these identified stakeholders is provided in Appendix A. Connectus has been required to undertake communication and consultation with a range of Stakeholders, during the preparation of the CEMP, DWPs and Management Plans.

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The following DWPs are required under the CRL designation conditions: •

Transport, Access and Parking

•

Construction Noise and Vibration (including Site Specific Construction Noise and Vibration Management Plans)

•

Historic Character (Built Heritage and Archaeology)

•

Trees and Vegetation

•

Contamination

•

Air Quality

•

Social Impact and Business Disruption

•

Urban Design– not included within the CEMP that has currently been prepared for the Albert Street cut and cover works. An appropriate urban design treatment is still being developed for the public realm, and an Urban Design DWP will be submitted to Auckland Council prior to the Albert Street re-instatement works commencing.

•

Public Art DWP – not included within the CEMP as there is no public art located within or in close proximity to the footprint of the Albert Street cut and cover works.

The following Management Plans are required under the resource consents for the CRL enabling works: •

Contaminated Soils Management Plan (discharge permit R/REG/2014/5435)

•

Air Quality Management Plan (discharge permit R/REG/2014/5437)

•

Erosion and Sediment Control Plan, including a Chemical Treatment Management Plan (land use consent R/LUC/2014/5430)

•

Groundwater and Settlement Monitoring and Contingency Plan (water permit R/REG/2014/5432)

•

Industrial and Trade Activities Environmental Management Plan (discharge permit R/REG/2014/5436).

A combined DWP and management plan has been prepared for contaminated soils and for air quality.

Connectus is required to continue to 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 proximity to businesses and culturally and environmentally sensitive sites.

The ‘Communication Tools’ detailed in Section 5.2 provide a framework to continue to communicate with stakeholders and the community. In addition to the general communication and consultation protocols which will be implemented during the works, the following sections outline the stakeholder specific protocols which are to be implemented.

6.2.1

Permit to Notify

Project delivery teams who are planning works that impact on stakeholders, including but not limited to construction activities outside normal work hours (including weekends (Sunday) and public holidays), exceedance of the Project noise limits or exceedance the Project vibration limit, are required to inform the Connectus Communication and Consultation Manager in advance. This will ensure timely preparation of construction notifications, with the affected surrounding community being notified at least 24 hours in advance.

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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.

6.2.1.1

The Permit to Notify process

The communications process is set out in the following table: Table 7 Permit to Notify Process

Stage 1

Responsibility

Description

Delivery team members

Submit a Permit to Notify (PTN) to the Connectus Communication and Consultation Manager in advance of the works.

The PTN will include:  

identification of scheduled works, and details of works including:     

2

3

AT Enabling Works Construction Manager (C1 & C2)

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.

Signs off the PTN

Connectus Technical Team Member

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

AT CRL Communications Manager

Approve construction notifications prior to distribution to stakeholders affected by the particular works.

Connectus Communication and Consultation Manager 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 Communication and Consultation Manager Connectus Environment and Sustainability Manager

6

6.2.2

Connectus Communication and Consultation Manager

Police and emergency services Refuse collection services

Communicates to AT CRL Communications Manager the construction impacts on stakeholders. Any project contractual implication to be dealt with via Contract 2 Project Manager through the contract mechanism.

Communicates by email to building owners, ground floor tenants and Body Corporate representatives of the date, time, and expected duration of the exceedance.

Kaitiaki or Mana Whenua Forum

A CRL mana whenua forum was established in 2012 for the purposes of undertaking kaitiakitanga responsibilities associated with the project. The forum comprises those mana whenua groups who

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expressed an interest in being involved in the CRL project and its related activities. Eight mana whenua self-identified their interest in CRL and are currently part of the forum: 

Ngāti Maru



Ngāti Paoa



Ngāi Tai Ki Tāmaki



Ngāti Te Ata Waiohua



Ngāti Whātua o Ōrākei



Te Akitai Waiohua



Te Kawerau a Maki



Ngāti Tamaoho

Regular hui have been held and will continue to be held at a timing to be agreed which at the date of this plan is monthly with intermittent workshops to cover discrete pieces if work. The Mana whenua forum will continue to address matters such as: 

Urban Design Framework and principles



CEMP and DWPs



Built heritage



Archaeology, including assistance with discovery protocols



Koiwi and artefact discovery



Cultural induction for contractors



Cultural monitoring



Ongoing provision of mātauranga Māori input.

6.2.2.1

Requirements

Connectus is required to: 

Provide AT with information and attend the hui if required,



Follow the protocols for recovery and preservation of artefacts, koi iwi, and other items of interest to Maori discovered during construction. These protocols are identified in the Archaeology Section of the Historic Character Delivery Work Plan; and



Ensure that all staff are given a cultural induction, in accordance with iwi guidelines.

6.2.3

Network Utility Operators

Ongoing communication and consultation will be undertaken with Network Utility Operators (NUOs) during construction as follows.

6.2.3.1

Material changes affecting Network Utilities

Where a material change is identified that affects network utilities, then the following process will be adopted: (i) AT will contact the relevant NUO to organise an on-site meeting in conjunction with Connectus. (ii) If the change is subsequently agreed on site, then the relevant construction and/or as-built drawings will be revised.

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(iii) If the change cannot be agreed on-site, then a meeting will be held between AT, Connectus and the relevant NUO Project Manager to identify a mutually agreeable outcome.

6.2.3.2

Section 176(1)(b) RMA Approvals

(i) The relevant NUO will identify the scope of work required to be undertaken, including location and timing. (ii) The AT CRL Utilities Manager and Connectus will meet with the relevant NUO Project Manager to discuss the scope of work, programming, and physical interface with the CRL construction works. Based on this discussion, AT will determine whether or not the proposed utility works would ‘prevent or hinder’ construction of the CRL (and whether AT is able to give written consent to the utility works). Wherever possible, a mutually agreed ‘work plan’ will be developed that allows necessary utility works to proceed in a way that does not hinder construction of the CRL (particularly in the case of maintenance and urgent repair works).

6.2.3.3

Supplementary Authorisations

(i) Depending on the circumstances, the relevant NUO or AT will identify what authorisations are required. (ii) If the proposed utility works are not related to the CRL project, then the NUO will be responsible for obtaining any necessary authorisations (including resource consents where required). (iii) If the utility works are required to facilitate construction of the CRL project, then the AT CRL Utilities Manager and Connectus will meet with the relevant NUO Project Manager to identify an appropriate design and construction methodology for the works and confirm the authorisations required. AT will be responsible for obtaining any necessary resource consents.

6.2.3.4

Inspection and final approval of works by Network Utility Operators

(i) Upcoming inspection, testing, and commissioning works will be identified at weekly meetings between AT, Connectus and the NUOs. (ii) Connectus will arrange necessary site inspections directly with the relevant NUO Project Manager. (iii) If the inspection passes, then the NUO will sign off the work package. (iv) If the inspection fails, then the AT CRL Utilities Manager (or delegate) and Connectus will work together to identify the appropriate remedial action and a re-inspection will be organised with the NUO. 6.2.3.5

Ongoing Communication and Consultation

During the utilities phase of CRL construction works there will be regular on-site liaison between Connectus and the NUOs. This will generally be undertaken by way of ‘tool box’ meetings at the start of each day, complemented by weekly meetings between AT, Connectus and the NUOs. The purpose of the weekly meetings is to plan in greater detail for upcoming utility works in conjunction with other aspects of the CRL construction works – e.g. temporary traffic management.

6.2.3.6

Review of Management Plans

The CEMP and Delivery Work Plans for the CRL Albert Street cut and cover works will be reviewed at least annually, or as a result of a material change to the Project, or to address unforeseen adverse effects arising from construction or unresolved complaints.

AT will inform the NUOs of any such reviews, and will actively engage with the NUOs where a material change to the Project has implications for network utilities or the review is required in order to address unforeseen effects or unresolved complaints relating to the utilities aspect of the Project.

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Coordinating projects

A high degree of coordination is required with various other projects that will be undertaken in the downtown area at the same time as construction of the CRL enabling works. AT will lead the coordination process (with assistance from Connectus) for these projects to minimise adverse effects and maximise efficiencies.

6.2.4.1

Responsibilities

Connectus is responsible for the integration of communications between the various projects to ensure that a culture of ‘no surprises’ exists between Connectus and AT’s CRL team AT is responsible for liaising with Auckland Council and its other Council Controlled Organisations (CCOs), and private sector developers in relation to these other projects. 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

Section 3.7 of the Transport, Access and Parking Delivery Work Plan identifies the public and private sector projects that will coincide with construction of the CRL enabling works.

6.2.5

Street Trees

Connectus has consulted Auckland Council Parks Department during the development of the Trees and Vegetation DWP, particularly in relation to the removal of street trees and protection of retained street trees.

6.2.5.1

Requirements

Connectus is required to: 

Engage Auckland Council Parks Department and iwi regarding mitigation planting



Provide Documentation of the input from the Auckland Council Parks Department with regard to tree species / vegetation selection, tree pit construction and positioning of replacement trees.

6.2.6

Emergency Services

Connectus has undertaken ongoing consultation with Fire, Police and Ambulance (in particular fire service) regarding their specific operational requirements in relation to the CRL project. As a result of this the following measures have been adopted: 1. An Intelligent Transportation System (ITS) (specialised signage with on demand flashing lights) and management plan developed to enable clearance of the service lanes to allow contra-flow use of the road network by fire tenders in an emergency.

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2. The service lane has been widened and spaced for turning into side roads (Mills Lane and Swanson Street East), eased to allow for large fire tenders and the deployment of outrigger arms for aerial appliances.

3. The structural design of the general traffic and construction decks has been adjusted to allow for the point loads of the aerial appliance outriggers. Similarly, a reinforced concrete beam will be installed in the footpaths on both sides of Albert Street to allow for outrigger point loads as well.

The major aspects of these requirements are not to interfere with the scene of an accident involving serious harm other than to prevent further harm; and provide assistance to the emergency services at their direction.

Further details for emergency service procedures and movements have been established in coordination with emergency services (outlined in 4.19.2 of the TAP DWP).

6.2.6.1

Requirements

Connectus is required to: 

Undertake a test of the emergency response plan, which will be held early during the appropriate stage and Fire and other emergency services advised of on-going changes to traffic layout and works progression through regular liaison.



Communicate the traffic management procedure which is to be implemented during the installation phases and ensure it has been arranged to allow for emergency access afterhours and will allow for emergency co-ordination after construction hours.

6.2.7

Heritage

Communication and consultation with key stakeholders has been undertaken in relation to the development of the Historic Character DWP and protocols which will be implemented in relation to effects on heritage and archaeology. In particular the following stakeholders have been engaged: 

HNZPT



AC Heritage Unit



Mana Whenua



CLG.

6.2.7.1

Requirements

Connectus is required to: 

Communicated information on any archaeological discoveries during the course of works to Auckland Council Heritage Unit, HNZPT and Mana Whenua



Contact HNZPT, iwi and the police in the occurrence the ko iwi (human remains) are discovered during the course of works.



Provide A written summary report will be provided by the project archaeologist to AT, HNZPT, AC (Heritage Unit and Consent Monitoring officer) and Mana Whenua within 20 days of the completion of monitoring.



Maintain regular updates (via the appropriate communication tools detailed in section 5.2) with regard to archaeological findings and monitoring.

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CEMP Review

Feedback and inputs will be sought from directly affected and affected in proximity parties in relation to any update of the CEMP (including sub-plans) undertaken as per Section 5.7 of the CEMP. Draft revisions of the relevant CEMP and/or sub-plans will be provided to directly affected and affected in proximity parties, with a timeframe of no less than 10 working days for these parties to provide any feedback and requested inputs.

6.3

NOTABLE RECIEVER

CRL designation Condition 16.1 requires that communication and consultation is undertaken, as soon as reasonably practicable (and at least once following confirmation of construction timing and methodology), with any Notable Noise and Vibration Receivers located within 100 metres of the designation footprint. The only notable receiver in relation to the works is Auckland District Court.

The template for keeping a record of communication and consultation with Notable Noise and Vibration Receivers is provided in Appendix D of the Construction Noise and Vibration DWP (CNV DWP). On-going communication and consultation will be undertaken with notable noise and vibration receivers throughout the duration of construction occurring in the vicinity. This communication will be reported back to the “key contacts” (see designation Condition 13) and the Auckland Council Consent Monitoring officer for their review and confirmation of any further action to be undertaken.

The Communication and Consultation Manager for the Project has a key responsibility to keep the community informed of construction activities. The following methodology sets out best practice communication to the community with regards to Noise and Vibration generated by the Project.

Further detail on communications procedures for the Project is provided in the Communication and Consultation Plan.

As a requirement of Condition 16 of the CRL designation, Site Specific Construction Noise and Vibration Management Plans (SSCNVMP) has been prepared for Auckland District Court (as a notable receiver).Connectus and AT have undertaken extensive engagement with the relevant NNVR in the development of the respective SSCNVMP. The SSCNVMPs are provided as part of the Construction Noise and Vibration DWP. The SSCNVMPs provide further detail regarding the specific consultation undertaken with the affected receivers in the development of each plan.

6.4 6.4.1

PUBLIC ENGAGEMENT Public Enquiries

AT has an established call centre number for inquiries. For the CRL project, this line connects to a dedicated line direct to the project’s communications staff. This will remain in place.

In addition, 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)

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This number will be available from May 2016 and by will be promoted to owners, occupiers, businesses and affected stakeholders before construction commences. This number will feature on all project signage, communication material, Project, AT and AC websites, and other collateral.

6.4.1.1

Requirements

Connectus is required to: 

Identify 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.

6.4.1.2

Process

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

Table 8 Enquiries or complaints process

Stage

Description

1

The Connectus communication team member receives an enquiry or complaint.

2

The communication team member contacts: 

Alan Howard-Smith, the Connectus Communication and Consultation Manager, if the issue is about the 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.

3

The Connectus Communication and Consultation Manager or AT CRL Communications Manager responds in writing to the communication team member as quickly as possible.

4

The communication team member contacts the enquirer with the response, unless it relates to a media or political enquiry, or an enquiry about the costs, benefits or strategic fit of the project – in which case the AT CRL Communications Manager will respond.

5

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

6

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

7

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

If so, they refer to the specific Management Plan (e.g. Traffic, Noise and Vibration, Contamination, etc.), and contact the relevant responsible person or site supervisor.

8

6.4.2

Connectus Communication and Consultation Manager will conduct surveys every six months to determine levels of satisfaction with the process of communication responses.

General 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 communication system.

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Requirements

Connectus is required to ensure that the Project construction 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.

6.4.3

Process

The process for managing public enquiries is set out below.

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Figure 3 Public Enquiries Process

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Response Timeframes

Table 9 Public Enquiries/Complaints Response Timeframe

Enquiry channel

Response timeframe

Written correspondence (letters)

Within 5 working days of receipt.

Written correspondence (e-mails and 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 (unless the call relates to an ‘emergency’ situation requiring immediate action).

0800 project information line calls

6.4.3.2

Contacts

Table 10 Work Areas Contacts

Area of responsibility

Contact

Trenching

Hugh Robinson Connectus Construction Manager 021 171 3839 hugh.robinson@mcdgroup.com

Engineering

Bob Mawdsley ECI Project Director 021 765 861 bob.mawdsley@mcdgroup.com

Environmental Controls

Alasdair Mawdsley Connectus Environment and Sustainability Manager 021 240 4153 alasdair.mawdsley@mcdgroup.com

Emergency contact for urgency or large scale issues

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

6.4.4

Open Days and Media Events

AT will, from time to time, hold open days and media events during construction of the Project.

Connectus will assist with preparation for these events and attend the events as required. Open days and media events allow the wider community to find out about the Project and meet project staff.

6.4.4.1

Requirements

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

Brief its staff, AT Personnel and any other contractors;



Make available senior members of its team;



Collate presentation material;

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

Contribute to a report on any issues raised;; and



Provide any related 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.

6.4.4.2

Materials checklist

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

Large scale wall maps



Display boards



PowerPoint presentations, and



Equipment if needed.

6.4.4.3

Schedule of events

The table below shows the current schedule of events Table 11 Indicative Event Schedule

Date

Event

June 2016

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

Last week of March 2016

Open Day

6.4.5

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.

6.4.5.1

Requirements

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.

6.4.5.2

Timeframe

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.

6.4.5.3

Media channels

Table 12 Media Channels

Channel

Details

Information provided by Connectus

Website

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

The Connectus Communication and Consultation Manager will provide the AT CRL Communications Manager with the following information:



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

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Channel

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Details

Information provided by Connectus





   

the freephone number: 0800 CRL TALK (275 8255) contact details for the CRL and a link to the CRL project site record of Community Liaison Group meetings media articles and releases, and CCPs relating to the project.

  

project information as required (including provision of early information on key Project milestones). content, stories and photos of project progress and experiences. photos of individuals to provide a human face. information for specific constructability stories.

Social Media

Online presence on YouTube, Facebook and Twitter.

AT CRL Communications responsibility.

Industry Specific Media

Industry magazines

  

Newsletters

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

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

6.5

 

Content, stories and photos of project progress and experiences.

Photos of individuals to provide a human face.

Technical specification stories.

Consistent AT CRL branding.

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



COMPLAINTS

Complaints will be dealt with in a responsive manner so that stakeholders feel their concerns are being heard and addressed. This approach is designed to develop a relationship of trust and reliability between the community and project team.

The project will be contactable 24/7 through the freephone number which will be managed by the contractors.

When a complaint is received, either electronically or via telephone, acknowledgement shall be provided within one working day of receipt of the complaint by Connectus. Where possible, a full answer will be provided the same day. Where the complaint demands a more detailed response, this will be provided within two working days.

When a complaint is received by any member of the project team, details of this shall be forwarded to the communications team. On receipt of this information, the manager / team shall contact the complainant / enquirer directly and follow the protocols outlined above.

Details of all complaints are to be recorded and maintained by the contractor in a stakeholder database. The database will have the facility to raise and close out ‘actions’. Each month a record of activity will be printed out, to ensure all actions have indeed been closed out. Environmental complaints will be managed in a manner consistent with the relevant CEMP process.

A report detailing complaints and responses will be provided to Auckland Council two monthly or as agreed.

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Requirements

Connectus is required to ensure that: 

the Connectus Communication and Consultation 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



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, and



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.

6.5.2

Complaints process

The process for managing complaints is set out below.

Table 13 Complaints management process

Stage

Description

1

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

2

The Connectus Communication and Consultation Manager acknowledges the complaint immediately by phone or in writing. If the Connectus Communication and Consultation 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 timeframes’ in section 0 below.

5

The Connectus Communication and Consultation 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 Communication and Consultation 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 Communication and Consultation Manager to check that all actions have been closed out.

9

Complaints data is reviewed regularly by the Connectus Communication and Consultation 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

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Stage

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Description minimise future complaints.

6.5.3

Response timeframes

Table 14 Complaints Management Process - Response Timeframes

Complaint channel

Response timeframe

Written correspondence (including letters, emails and faxes) and 0800 project information line calls



Acknowledged within one working day of receipt of the complaint by Connectus.



Response within 5 working days.

Note: A response may not necessarily equate to a resolution of the issue (as some issues may require a timeframe in excess of 5 working days to resolve) but is aimed to demonstrate that appropriate actions have been taken to achieve a resolution.

Meetings



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

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MEDIA

All media enquiries will be channelled through the AT CRL Communication and Consultation Manager, who will discuss the recommended approach with the AT Project Manager.

The project media spokesperson is the AT CRL Project Director. The communications contact on behalf of the media spokesperson is the CRL Communications Manager: DDI:

09 4474194

Mob:

021 569211

Email:

carol.greensmith@aucklandtransport.govt.nz

A copy of all media articles on the project will be kept electronically and uploaded to the Project website.

6.6.1

Requirements

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 Connectus staff, including sub-contractors 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 Communication and Consultation Manager and the AT CRL Communications Manager.

6.6.2

Media enquiries

Media releases/invitations will be issued around key milestones, major works that will have an impact on the local or wider public, and support the project objectives.

Releases will be prepared by the AT CRL Communications Manager, reviewed by the AT Project Manager and approved by AT. Releases will be issued by the AT media manager, posted on the AT/project’s website and supported by social media.

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.

The following process outlines how media enquiries will be handled.

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Table 15 Media enquiry process

Stage

Description

1

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

2

The Connectus Communication and Consultation Manager forwards the enquiries through to the AT CRL Communications Manager, together with any relevant information.

3

The Connectus Communication and Consultation 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.

6.6.3

Process

The following process outlines how media releases will be produced.

Table 16 Media release process

Stage

6.7

Description

1

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 Communication and Consultation 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 social media.

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.

MANAGING CRISIS AND EMERGENCY COMMUNICATIONS

The Connectus Emergency Response and Incident Management Plan describe 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.

6.7.1

Requirements

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;

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

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



Front to the media together with AT.

6.7.2

What is a crisis or emergency?

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.

6.7.3

Emergency Contacts

Table 17 Emergency Responsibilities Contacts

Responsibility

Contact

Emergency Response Co-ordinator

Connectus Site Superintendent / A Grade Tunnel Manager Name and contact details TBC

Cut & Cover Tunnel construction management

Hugh Robinson Connectus Construction Manager Ph. 021 171 3839

Assessing H&S risks Contacting WorkSafe and AT to report incidents.

Dave Young Connectus Health and Safety Manager Ph. 021 224 9670

Oversight of Connectus construction team

Chris Powell Connectus Project Director Ph. 021 596 036

Connectus Communications

Alan Howard-Smith Connectus Communication and Consultation Manager Ph 021 361 158

AT Contract 2 Project Managers

Jenny Chu

Coordinate inputs/decision from AT workstreams

Contract 2 Civil and Environmental Project Manager Ph. 021 734 824

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Responsibility

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Contact Lukas Nikkel Contract 2 Engineer’s Representative Ph. 021 824 576

CRL Enabling Works Coordinate inputs/decision across C1 & C2

Scott Elwarth AT Enabling Works Construction Manager 021 725 544

AT Health and Safety oversight for CRL Enabling Works

Mark Durham 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 Project Director 022 418 3394

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7 EVALUATION 7.1

CUSTOMER SATISFACTION

Annual surveys will be carried out within the CLG and wider affected community by a suitably qualified person and the results used to inform any changes needed to this CCPCCP to ensure customer satisfaction. Feedback through the CLGCLG will also be useful in determining community awareness and perspectives. This will also meet ISCA requirements for the purposes of obtaining an Infrastructure Sustainability (IS) Rating for the Project.

Where the communications and stakeholder team has fielded a complaint, a follow-up call will be actioned one month after the complaint has been closed out, and feedback recorded in the project communications database.

Annual audits and/or community surveys will be undertaken to review communication with the community. These will meet requirements under ISCA.

7.2

PERFORMANCE MONITORING

The communications team will work within a six-nine month framework, which reflects the Project's overall goals and current issues.

This CCPCCP will be reviewed six monthly and updated if required.

Any updated CCPCCP will be provided to the key contacts representing AT and Connectus venture and made available at construction site offices.

The communications team will meet fortnightly to monitor progress against this framework and respond to any new issues that arise. Twice-yearly planning days will be held to plan these six month strategies, which will be approved by the AT CRL Enabling Works Construction Manager before implementation.

7.3

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 CLGCLG. 7.3.1

Requirements

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 CLG.LG This will also be useful in determining levels of community satisfaction; and



Holding weekly work in progress meetings with the AT CRL Enabling Works Construction ManagerProject 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. 7.3.2

Process

The process for evaluating communications performance is set out below.

Table 18 Communications Evaluation Process

Stage 1

Who

Description

Carol Greensmith, AT

As per the Stage 3 KRA/KPI framework in the contract. For example, was the complaint:

Chris Powell, Connectus Alan Howard-Smith, Connectus

2



answered in a timely manner



clearly explained



politely and professionally delivered, and



fully resolved.

Carol Greensmith, AT

Agrees on a sample for the evaluation. For example:

Chris Powell, Connectus



all or a sample of the parties identified in the consents



full membership of the Community Liaison Group, or



other complainant sample.

Alan Howard-Smith, Connectus

3

Carol Greensmith, AT Chris Powell, Connectus

Agrees on an independent firm to carry out the survey.

Alan Howard-Smith, Connectus 4

Chris Powell, Connectus

Reports the survey results as part of Key Performance Indicators

5

Joint Venture Committee

Reports the survey results as part of Key Performance Indicators

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APPENDICES

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APPENDIX A: STAKEHOLDER CONTACTS Party Name

Contact Details

Key Stakeholders Government/Statutory Heritage NZ

Robin Byron rbyron@heritage.org.nz

NZTA

Graham O’Connell graham.oconnell@nzta.govt.nz

MOJ

mark.devereaux@justice.govt.nz

Local Board Representatives Waitemata

Shale.Chambers@aucklandcouncil.govt.nz

Auckland Council Parks

Dawn Bardsley Dawn.bardsley@aucklandocuncil.govt.nz

Heritage

Bryan Bennett Bryan.Bennett@aucklandcouncil.govt.nz

Arborist & Landscape Advisor

Howell Davies Howell.Davies@aucklandocuncil.govt.nz

Emergency services Fire

Roger Callister Roger.callister@fire.org.nz

Police

Inspector Andy King Andrew.king@police.govt.nz Noreen.hegarty@police.govt.nz gavin.henderson@police.govt.nz matthew.srhoj@police.govt.nz

Ambulance

John Takerei T 09 526 0508I | M 0272023144 john.takerei@stjohn.org.nz Graham Ferguson GrahamFe@stjohn.org.nz

Mines Rescue

Mines Rescue Rotowaro Rd, Huntly 07 828 9772

Network Utility Operators

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Party Name

Contact Details

Watercare

Alastair Stewart

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astewart@watercare.co.nz 0212217478 Vector - Energy, Gas and Communications

Dave Cox Vector – Project Engineer 021463163

Mike Cribb Vector – Gas Project Manager 021912562

Graeme Norton Vector – Communications Manager 021 224 9979 Chorus

Bob Willering

Bob.willering@chorus.co.nz 0272749152 Vodafone

Lindsay Fitness

Lindsay.fitness@vodafone.co.nz 029 912 520 Auckland Council Stormwater Unit

Yasenko Krpo Principal – Commercial Management and Relationships 021 832 045

City Link

Ian Neary Ineary@ihug.co.nz 021 902 016

Transport Operators / Agencies Taxi Federation

Roger.heale@taxifed.co.nz

Bus and Coach Association

Andrew Ritchie Andrew.ritchie@ritchies.co.nz

Automobile Association

Barney Irvine birvine@aa.co.nz

Road Transport Association

Keith McGuire kmcquire@rtanz.co.nz

Iwi Ngati Whatu o Orakei

Eru Wilton

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Party Name

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Contact Details 09 336 1670 or 021 253 3930 ewilton@ngatiwhatua

Ngati Te Ata Waiohua

Berenize Peita b.peita@gmail.com

Ngati Paoa

Bernadette Aperahama 021 431 519 burningjet@gmail.com

Te Akitai Waiohua

Adrian Pettit leahaclark@hotmail.co.nz

Ngati Maru

Geoff Cook 07 867 9104 ngati.maru@wave.co.nz

Ngati Tamaoho

Lucille Rutherfurd 09 551 6266 lucierutherfurd@gmail.com

Te Kawerau a Maki

Scott Lomas 09 973 0903 Scott.lomas@tekawerau.iwi.nz

Ngai Tai ki Tamaki

Jeff Lee 09 537 9485 jeff.lee@ngaitai-ki-tamaki.co.nz

Business associations Heart of the City

Tania Loveridge Tania@hotcity.co.nz

Auckland Chamber of Commerce and Industry

mbarnett@chamber.co.nz

Residents Associations CBD Residents Advisory Group

Tim Coffey tcoffey@slingshot.co.nz

Notable receivers Auckland District Court

mark.devereaux@justice.govt.nz

Sensitive Receivers and Affected Parties Churches St Patricks

Kevin Sherlock kevin@stpatricks.org.nz

Hotels

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Party Name

Contact Details

Chatham Hotel and Barclay suites

Franz Staefer

Chifley Suites

Chris McIntosh

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franzs@blackstone.co.nz

ChrisM@blackstone.co.nz Stamford

PaulEvans@stamford.com.au

Quay West Hotel

Kesh Nand H8759-OM@accor.com

Quay West Apartments

Andrew Yovich Ph 021500021 ayovich@barfoot.co.nz

West Plaza

Carissa Hancock front.office@westplaza.co.nz

Schools Kindercare

Natalie Rabaud customs@kindercare.co.nz

Lollipops

Julie Salthouse Julie@ledu.co.nz

Media Design School

Ted Donselaar Ted.donselaar@mediadesignschool.com

Residences Prince Albert 41 Albert St

Kathy Ross kathyr@xtra.co.nz Kayleanne Mercer kayleanne@crockers.co.nz

City Garden 76-84 Albert St

Tony (building manage) Ph 278210868 Citygardens@xtra.co.nz

Stamford Residences

Reece LeRoy (Building Manager) tsrbuildingmanager@gmail.com

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APPENDIX B: KEY PROJECT CONTACTS Name

Title

Contact Details

Bird, Chris

AT Traffic Manager

021 413 608

Chu, Jenny

AT C2 Civil and Environment Project Manager

021 734 824

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

Greensmith, Carol

AT CRL Communications Manager

021 569 211

Howard-Smith, Alan

Communication and Consultation Manager

021 361 158 Level 1, CPO Building, 12 Queen Street, Auckland 1010 alan.howardsmith@hawkins.co.nz

Meale, Chris

CRL Programme Director

022 418 3394

Mules, Matt

Pipejack Senior Site Executive

027 445 5635

Mawdsley, Bob

Project Director (ECI Stage)

021 765 861

Mawdsley, Alasdair

Sustainability Manager

021 240 4153

Nikkel, Lucas

C2 Engineer’s Representative

021 824 576

Powell, Chris

Project Director (Construction Stage)

021 596 036

Robinson, Hugh

Construction Manager

021 171 38389

Young, Dave

Health and Safety Manager

021 224 9670

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APPENDIX C: AFFECTED PARTIES PLAN AND SCHEDULE ,

66

Map Reference

Property Number

Main Business/Building Name

Other busineses

Street Side

29 Customs Street West

AMP Building West Plaza

Multiple Ronnie' Café and Bakery West Plaza

West West West

1-3 Door Souvenir and Gifts City Convenience Store

West West West West West West

3 3 3 25 4 5

Cohesive Technology [is this really the main 7 Seven Mart 17 Albert Street - tower block entrance business? There are a fair amount of Scorpio Bar businesses within the tower block] Ramen, Curry, Sushi Takeaway 17 Albert Street iDarts Auckland Japanese Karaoke Geihinkan Japanese Restaurant Ichiban ANZ Centre 23-29 Albert Street (under construction) 35-39 Albert Street Prince Albert Apartments 41 Albert Street Vacant (previously Albert Leather Factory 53 Albert Street (51-53 Albert Street) Sumo Sushi 55 Albert Street Ellice Road 57 Albert Street Shakespeare Hotel 61 Albert Street

West West West West West West West West West West West West West West

6 6 6 6 6 6 6 7 8 9 10 11 12 13

63 Albert Street 65-69 Albert Street 11-19 Customs Street West

West West

14 15

3 Albert Street 7 Albert Street 9-11 Albert Street 12 Albert Street 15 Albert Street

Food Alley Yates Link House

AMI Auckland District Court

Residential?

Very small store Boarded up Boarded up

Same entrance

Boarded up and potentially used as a car park above, unsure of use Advertised as a social lounge/food place (bar) Also an entrance off Wyndham Street

Downtown Shopping Centre Old Customs House

Multiple Commonwealth Vault Galleria Prada

East East East East

24 23 23 23 Entrance via Customs Street

Quay West

City Med Up Café The Sebel

East East East

22 22 22 Likely occupies upper floors of Quay West (Hotel)

Stamford Plaza and Stamford Residences

Baa Baa Black Sheep Espresso Grasshopper Thai Cuisine NZ Trade Centre

East East East East East East

21 Café 21 Restaurant 20 Parking on higher levels 19 19 19

Hollywood Café - entrance from Wyndham

East

18

12-14 Customs Street West

8-12 Albert Street 2-26 Albert Street

No Entrance of Albert Street No Entrance of Albert Street

Notes 1 2 Entrance on the corner of Customs and Albert 2

12-26 Albert Street 46-50 Albert Street 52-56 Albert Street 58 Albert Street

Affco House NZME NZME NZME

38 Wyndham Street

Wyndham Towers - potentially also called Wherescape Towers

74 Wyndham Street

City Garden Apartments

East

Included as in close proximity and a building condition survey will be undertaken. Delete as necessar There is probably a café on the ground floor - Google Maps shows a shop 17 front (The Gourmet: may have changed since then)

76-84 Wyndham Street

Wilson Parking

East

16

43 Wyndham Street

St Patricks Cathedral and Presbytery

West

26

125 Queen Street

Foodstuffs - Queen Street Metro

East

Included as in close proximity and a building condition survey will be undertaken. Delete as necessar 27 Uses Mills Lane for service vehicles