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Erik van der Kooij

Stakeholder management

Introduction

2

Erik van der Kooij

Projectmanager / management

consultant at APPM

WWW.APPM.NL

Make The Netherlands better

http://www.appm.nl/http://www.appm.nl/

Our business areas

3

Infrastructure and mobility

Spatial planning and real estate

Water management

Energy and climate

60 project managers / consultants

Three offices in Randstad area

The subject of my lecture

4

Participation in infrastructure

planning, the need for

stakeholder managers

Case: a bus lane in Het Gooi

hoofddorp breda zoetermeer 5

6

http://www.youtube.com/watch?v=ctXRz1Um4BQ

Nail house China

http://www.youtube.com/watch?v=ctXRz1Um4BQhttp://www.youtube.com/watch?v=ctXRz1Um4BQ

7 hoofddorp breda zoetermeer

Protest against Rosia Montana cyanide gold mine

8

Stakeholder?

9

Stakeholder management?

10

Research on stakeholder

management

Experiences

11

Betuweroute project (NL)

More than 5.000 objectives

40% environmental issues

25% planning process

Main issues on planning process:

Involvement in decision-making

process

Time schedule of discussions

Experiences

12

Project Stompwijk (NL)

Failed road local project

Redefined as spatial redevelopment

Participation on a large scale

Results

No written objectives

No problems with acquiring land

Faster realisation of the plan

Investment in participation is a

(financial) benefit in the end

Experiences

13

Gotthard Base Tunnel (Switzerland)

One stakeholder representative

for environmental organizations

Sole negotiating partner of the

project delivery organization

Successful integration of

stakeholders in planning process

Expectation-disconfirmation

theory (EDT)

14

Satisfaction: discrepancy between expectations and actual experiences

Individuals have expectations of service or product

The gap between prior expectations and actual performance is the expectancy disconfirmation

The size and direction of the disconfirmation determine the level of (dis)satisfaction.

Expectation-disconfirmation

theory (2)

15

Conclusions:

Overall satisfaction is the result of:

Outcome satisfaction

Information satisfaction

Process satisfaction

Effective (road) planning

16

E = Q x A

Effectiveness =

Quality x Acceptance

https://hcexchange.conference-board.org/blog/post.cfm?post=871&blogid=1

Challenges

17

In projects we need to be more

effective.

Better management of:

Information

Process

Involvement

Expectations versus results

18

A case: bus lane in Het Gooi

Dutch project procedure

Realization phase

Handover decision

Planning phase

Project decision

Exploration phase

Preferred decision

Start decision

20

Project planning and realisation in 4

main steps

In step 2 and 3 an environmental

impact assessment is required

Exploration phase

21

Analytical phase: developing

promising variants

Assessment phase: Assessing

variants (including an environmental impact assessment)

Decision making: towards a

preferred variant

22

http://vimeo.com/70788664#

http://vimeo.com/70788664http://vimeo.com/70788664

Reliable

Consistency

Apparent

Attractive

Effortless

23

Tram network 1880 - 1947

24

R net Line 320

25

Bus lane in het Gooi

26

Goals: faster, reliable, more passengers

Travel time: Huizen Hilversum (minutes)

27

0

10

20

30

40

50

2010 spits - 2010 spits 2020 niets doen 2020 busbaan Rush hour 2010 2020 without & with bus lane

Route variants

28

2009: residents and councilors voted against the plan

Opdrachtgever

Opgesteld door

Plaatsnaam, datum

Stuurgroep HOV Huizen - Hilversum

APPM

Hoofddorp, 18 november 2009

Procesplan HOV Huizen - Hilversum

Complex decision making

process

31

Province of North Holland

responsible (funding)

Decision-making in

five municipalities

nature reserve organization

railway manager

During the process elections in

2010 and 2011

Desired result

32

Preferred route

outline design

urban Integration Plan

Meet requirements R Net

Cost estimate

Support in communities

Positive decisions in councils

Strategy

33

Participation and

decision-making

Technical studies

& designs

Redefine project to process

Designing participation process

Invest in spatial integration

Challenges

34

Technique: crossing railway twice, Ecoduct

Integration in urban environment

Traffic safety, slow traffic (pedestrians and cyclists)

Route through nature area

Domain of five municipalities, one province, state highway manager and railway manager

Many stakeholders along the route

Budgetary restraints

Proces plan

35

Stakeholders

36

Aldermen and councillors of 5 municipalities and 1 province

Railway manager

Goois Nature Reserve

Residents along the bus lane

Businesses along the bus lane

Chamber of Commerce / hospital etc.

Other inhabitants

Police, railway company (parking lot), landowners


Have a say in the decision

To co-produce

To advise

To consult

To inform

Participation ladder

Stakeholder who?

38

Three distinct types of parties:

1. Co-creators who contribute to

the project,

2. Formal stakeholders to object to

the plan or project and

3. Other stakeholders who are

affected by the project and can

influence through political

channels

Stakeholder analyses

39

Stakeholder

1. Aldermen and councillors of 5

municipalities and 1 province

2. Railway manager

3. Goois Nature Reserve

4. Residents along the bus lane

5. Businesses along the bus lane

6. Chamber of Commerce /

hospital etc.

7. Other inhabitants

8. Police, railway company

(parking lot)

1

2

3

4 5 6

7

8

40

Projectteam

Decission

Co-create

Inform

Newsletters

E-mails

Workshops

Advise

Co-create

Bi-lateral

agreements

Participation events

41

Briefings

Workshop with inhabitant along

the line

Workshops with business along

the line

Workshops with aldermen


http://www.youtube.com/watch?v=O0iZ66F57cg

http://www.youtube.com/watch?v=O0iZ66F57cg

New design / route solutions


Bus lane north

of railway with

bridge over

railway tracks

Bus lane south

of railway with

tunnel in

existing road

designs made according

to the issues

45

Technical designs

2d design

Artist impressions

Show alternatives with pros and

cons

Dynamic traffic design

Alternatives with pros and cons

50

56

Preferred route and design

57

Preferred route and design


Still people not content with the result,

But most appreciate the open process

Decisions in municipalities

59

4 municipalities: positive

1 municipality: negative

Province of North-Holland

overrules the municipality of

Blaricum

Good stakeholder management, what and how?

60

Dont do this!

Do this!

Project organisation (IPM)

61

Project manager manages the project(team)

Stakeholder manager is part of project management team

Stakeholder manager represents the interests of the stakeholder parties

Equivalent role in team

Project Manager

Manager control

Technical Manager

Stakeholder Manager

Contract Manager


62

Stakeholder Management is the set

of activities aimed at

Exploring and involving of all

stakeholders,

With the goal to identify and to

realize common goals and

To control the own stakeholder

management.

63

Rules for successful

stakeholder management

Internal anchoring, equal team role

Create attention to positive WHY, not just talk about business WHAT

Work on confidence

Create grip on necessary partners

Give the most energy to stakeholders with utmost urgency

Take sufficient time to measure the temperature and for strategy

Prepare well for all the conversations / meetings

Principles: be open minded

64

First and above all listen!

Let stakeholders tell all they

want to tell

Active inquiries to:

needs and requirements

ideas

relevant environmental

information

Principles: build trust

65

Provide one face / contact

Show genuine / real interest

Involve stakeholders as early as

possible

Be open and transparent

Be clear and honest about

(im)possibilities and rules

Give space for input and take it seriously

Put on 'joint fact finding'

Tune and feedback

Deliver what you promised

Stakeholder manager

66

Qualifications?

Competencies?

Competences

67

proactive attitude

strong communicator and

persuasive

can negotiate

good listener (empathy)

sincere, reliable and

honest

political sensitive

not afraid of resistance

open to other solutions

powerful in collaboration

with the internal team and

external stakeholders

oversees the project and

is able to evaluate

interests and translate

them to project

requirements

sufficient technical

knowledge

69

Stakeholdermanagement:

Tuning with stakeholders about problems, goals, scope

and possible solutions (and record appointments)

Advise on and monitor the recording of relevant

environmental interests in the master plan

Initiative and

definition phase:

why and what

Design and

preparation:

how to make

Implementation

phase:

how to built

Operating and

management phase:

how to maintain

Per phase focus on other topics

70

Stakeholder Management:

Tuning with stakeholders on design and contract

requirements (translation agreements on goals / scope)

and wishes regarding operational phase

Advise on and monitor recording relevant environmental

interests in design and contract requirements


Initiative and

definition phase:

why and what

Design and

preparation:

how to make

Implementation

phase:

how to built

Operating and

management phase:

how to maintain

71


Monitor the interests of the environment and the quality

stakeholder management by contractor if necessary

intervene to stakeholders

Responding to questions and complaints

Handling damage


Initiative and

definition phase:

why and what

Design and

preparation:

how to make

Implementation

phase:

how to built

Operating and

management phase:

how to maintain

72


Monitor environment interests, look from the outside in

Responding to questions and complaints

Handling damage


Initiative and

definition phase:

why and what

Design and

preparation:

how to make

Implementation

phase:

how to built

Operating and

management phase:

how to maintain

73

To sum up

Stakeholder involvement: fine to do and a must

hoofddorp breda zoetermeer

Actively deal with environment

Listen well to what is going on

Focus on agreements with all

required stakeholders

Positive energy, enthusiasm

Better quality / better result

improved feasibility

less costs

planning feasible

People feel heard

http://www.google.nl/url?sa=i&rct=j&q=workshop&source=images&cd=&cad=rja&docid=s7yPaWcCl9XNAM&tbnid=u3gRk5XOPYADpM:&ved=0CAUQjRw&url=http://werkenbijdeeu.nl/blog/evenementen/workshop-op-carrierebeurs-overheid/attachment/workshop-cbo-2/&ei=GN2tUej5JsOKOMnvgZgG&bvm=bv.47244034,d.ZWU&psig=AFQjCNFKdm0L6Zh_UosR--s0pG-HjIQWgw&ust=1370435199836544http://www.google.nl/url?sa=i&rct=j&q=positieve+energie&source=images&cd=&cad=rja&docid=ZcUmw7RWKQ7fXM&tbnid=btITf9DJG7O31M:&ved=0CAUQjRw&url=http://plazilla.com/voor-xead-schrijven-niet-alleen-het-geld-is-leuk&ei=sNytUbjIIcPsPPuwgdgL&bvm=bv.47244034,d.ZWU&psig=AFQjCNFkEozAz1dMyKV3A0bC7fvF8-wKvQ&ust=1370435073142386

Discussion:

Situation in Romania today

74

Infrastructure:

How are the planning rules?

Who is in charge?

Who has the power

Is participation an issue?

Discussion

75

Do you need stakeholder management?

Does the government need it?

EU and European Investment Bank force countries to environmental impact assessments (Natura 2000 etc.) and the participation in the planning process

Discussion

Stakeholder manager

76

Attractive profession?

Erik van der Kooij


Download - stakeholder management.pdf

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