Newcastle Light Rail construction
Stakeholder engagement and strategic communications
Case study
Client.
Transport for NSW
Services.
Strategy development, community and stakeholder engagement, digital engagement and consultation, strategic communications and marketing, creative and content production, landowner liaison and place management.
Description.
Newcastle Light Rail was a highly disruptive and controversial CBD infrastructure project involving significant disruption to services and businesses and strong community opposition. Mara led a large, multidisciplinary team of consultants and subcontractors to deliver all external communication and engagement with impacted and interested stakeholders.
Our approach.
The approach combined strategy, consultation and ongoing stakeholder engagement, supported by strong digital and on-ground communication. Activities included construction notifications, targeted marketing and advertising, research and focus groups to test messages and respond to community concerns. Clear, accessible materials were produced, including flyers, factsheets, maps, visual aids, photography, timelapse and video to maintain visibility during construction.
Engagement was supported by place managers who worked directly with businesses, residents and road users, managed complaints, and resolved issues in real time.
Despite the significant impact on Newcastle’s inner city, strong stakeholder relationships were maintained throughout a challenging period.
Access was coordinated to more than 80 per cent of properties for dilapidation reports prior to construction, enabling works to commence on time.
Outcomes
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