Presentation by Huw Lewis to the APM North East branch on 9 March 2017 in Newcastle.

1. PowerPoint Title
Sub heading if required
Keeping your
stakeholders happy
Huw Lewis
Customer Services Director
Nexus

3. Metro: all change modernisation
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• £35m a year investment in heavy engineering
• Most projects involve night or 24/7 working
• Compact urban and suburban geography
• The busiest rail routes outside London
• Nexus is a public body accountable to its community

6. Stakeholder engagement
• Planning incorporates stakeholder needs
• Early communication to protect services
• Identify key sensitivities
Customer information
• Early warning of works
• Clear explanation of scope
• Detailed travel advice across multiple channels
Neighbourhood relations
• Street-level engagement and clear information
• Day-to-day relationship management
Three phases of engagement

7. Nexus
Enabling linkages Functional linkages
Diffused linkagesNormative linkages
DfT
NECA
Local councils
HSE
(outputs)
(inputs)
LEP
Central Government
MPs
Taxpayers
Staff
Suppliers
Unions
Ex-staff
Frequent users
Occasional users
Potential users
Corporate clients
Service providers (NHS etc)
Ward councillors
Education
providers
Commercial operators
Political parties
Other PTE/CAs
Commercial entities
(eg. shopping centres)
Professional
bodies
International transit
authorities
Access groups
Media Resident groups
Special interest groups
Transport pressure groups
Social media
Those with the
power and
resources to allow
Nexus to exist
Peer organisations No formal relationship, but take an interest in Nexus
Consume outputs or provide
some kind of input
Employers
Development
agencies
European Union
Emergency
services
ORR

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Who are your stakeholders?
CONSULT
City Council - (planning, transport,
heritage)
Heritage/arts bodies
Access organisations
Artist with work in the station
Rugby World Cup local organiser
INVOLVE
City Council – leader and cabinet
LEP
ITA members
DBTW
Network Rail/East Coast
DBTW tenants/Nexus Travelshops
INFORM
Frequent Metro passengers
Occasional Metro passengers
Train operating companies
Tourism/visitor bodies
ENGAGE
Local businesses
East Coast tenants
Taxi operators
Newcastle Central Station

9. Who has influence in a community?

10. Who has influence in a community?

11. Stakeholder engagement
• 19 July school holidays start
• 26-28 July Sunderland Airshow
• 2 September Schools return
• 14-15 September Great North Run weekend

12. Customer information
• 30,000 social media followers
• 300,000 website visits per month
• Employer and service user channels

13. Neighbour relations

14. Persistent
complainers
Interested
parties
Identified neighbours

15. Because they feel you are doing something
wrong…. and they may well be right
Because the disturbance is excessive
Because of an X-factor you don’t know about
Why do people complain?

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Central Station: In the public eye

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Please try to keep the font size at 26 in this area of the
slide if possible.
Central Station: In the public eye
CONSULT
City Council - (planning, transport,
heritage)
Heritage/arts bodies
Access organisations
Artist with work in the station
Rugby World Cup local organiser
INVOLVE
City Council – leader and cabinet
LEP
ITA members
DBTW
Network Rail/East Coast
DBTW tenants/Nexus Travelshops
INFORM
Frequent Metro passengers
Occasional Metro passengers
Train operating companies
Tourism/visitor bodies
ENGAGE
Local businesses
East Coast tenants
Taxi operators
Newcastle Central Station

18. • Tailor your stakeholder plan to the project
• Commercial neighbours have unique needs
• Micro-manage the customer environment
• Have the capability to be flexible
Central Station: In the public eye

20. • Stakeholder planning starts the same day
the project does
• The project manager should be accountable
• Your stakeholder team needs all the facts
• Different stakeholders deserve different resource
• Give yourself time, but …
• Don’t let it distract you from the day job
Summary

21. This presentation was delivered
at an APM event
To find out more about
upcoming events please visit our
website www.apm.org.uk/events