stakeholder management.pdf
TRANSCRIPT
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Erik van der Kooij
Stakeholder management
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Introduction
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Erik van der Kooij
Projectmanager / management
consultant at APPM
WWW.APPM.NL
Make The Netherlands better
http://www.appm.nl/http://www.appm.nl/
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Our business areas
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Infrastructure and mobility
Spatial planning and real estate
Water management
Energy and climate
60 project managers / consultants
Three offices in Randstad area
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The subject of my lecture
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Participation in infrastructure
planning, the need for
stakeholder managers
Case: a bus lane in Het Gooi
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hoofddorp breda zoetermeer 5
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http://www.youtube.com/watch?v=ctXRz1Um4BQ
Nail house China
http://www.youtube.com/watch?v=ctXRz1Um4BQhttp://www.youtube.com/watch?v=ctXRz1Um4BQ
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7 hoofddorp breda zoetermeer
Protest against Rosia Montana cyanide gold mine
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Stakeholder?
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Stakeholder management?
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Research on stakeholder
management
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Experiences
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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
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Experiences
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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
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Experiences
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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
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Expectation-disconfirmation
theory (EDT)
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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.
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Expectation-disconfirmation
theory (2)
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Conclusions:
Overall satisfaction is the result of:
Outcome satisfaction
Information satisfaction
Process satisfaction
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Effective (road) planning
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E = Q x A
Effectiveness =
Quality x Acceptance
https://hcexchange.conference-board.org/blog/post.cfm?post=871&blogid=1
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Challenges
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In projects we need to be more
effective.
Better management of:
Information
Process
Involvement
Expectations versus results
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A case: bus lane in Het Gooi
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Dutch project procedure
Realization phase
Handover decision
Planning phase
Project decision
Exploration phase
Preferred decision
Start decision
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Project planning and realisation in 4
main steps
In step 2 and 3 an environmental
impact assessment is required
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Exploration phase
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Analytical phase: developing
promising variants
Assessment phase: Assessing
variants (including an environmental impact assessment)
Decision making: towards a
preferred variant
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http://vimeo.com/70788664#
http://vimeo.com/70788664http://vimeo.com/70788664
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Reliable
Consistency
Apparent
Attractive
Effortless
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Tram network 1880 - 1947
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R net Line 320
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Bus lane in het Gooi
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Goals: faster, reliable, more passengers
Travel time: Huizen Hilversum (minutes)
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0
10
20
30
40
50
2010 spits - 2010 spits 2020 niets doen 2020 busbaan Rush hour 2010 2020 without & with bus lane
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Route variants
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2009: residents and councilors voted against the plan
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Opdrachtgever
Opgesteld door
Plaatsnaam, datum
Stuurgroep HOV Huizen - Hilversum
APPM
Hoofddorp, 18 november 2009
Procesplan HOV Huizen - Hilversum
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Complex decision making
process
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Province of North Holland
responsible (funding)
Decision-making in
five municipalities
nature reserve organization
railway manager
During the process elections in
2010 and 2011
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Desired result
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Preferred route
outline design
urban Integration Plan
Meet requirements R Net
Cost estimate
Support in communities
Positive decisions in councils
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Strategy
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Participation and
decision-making
Technical studies
& designs
Redefine project to process
Designing participation process
Invest in spatial integration
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Challenges
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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
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Proces plan
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Stakeholders
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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
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hoofddorp breda zoetermeer 37
Have a say in the decision
To co-produce
To advise
To consult
To inform
Participation ladder
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Stakeholder who?
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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
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Stakeholder analyses
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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)
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2
3
4 5 6
7
8
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Projectteam
Decission
Co-create
Inform
Newsletters
E-mails
Workshops
Advise
Co-create
Bi-lateral
agreements
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Participation events
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Briefings
Workshop with inhabitant along
the line
Workshops with business along
the line
Workshops with aldermen
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hoofddorp breda zoetermeer 42
http://www.youtube.com/watch?v=O0iZ66F57cg
http://www.youtube.com/watch?v=O0iZ66F57cg
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New design / route solutions
44 hoofddorp breda zoetermeer
Bus lane north
of railway with
bridge over
railway tracks
Bus lane south
of railway with
tunnel in
existing road
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designs made according
to the issues
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Technical designs
2d design
Artist impressions
Show alternatives with pros and
cons
Dynamic traffic design
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hoofddorp breda zoetermeer 48
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hoofddorp breda zoetermeer 49
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Alternatives with pros and cons
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Preferred route and design
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Preferred route and design
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58 hoofddorp breda zoetermeer
Still people not content with the result,
But most appreciate the open process
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Decisions in municipalities
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4 municipalities: positive
1 municipality: negative
Province of North-Holland
overrules the municipality of
Blaricum
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Good stakeholder management, what and how?
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Dont do this!
Do this!
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Project organisation (IPM)
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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
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Stakeholder management
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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.
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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
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Principles: be open minded
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First and above all listen!
Let stakeholders tell all they
want to tell
Active inquiries to:
needs and requirements
ideas
relevant environmental
information
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Principles: build trust
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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
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Stakeholder manager
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Qualifications?
Competencies?
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Competences
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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
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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
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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
Per phase focus on other topics
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
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Stakeholder Management:
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
Per phase focus on other topics
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
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Stakeholder Management:
Monitor environment interests, look from the outside in
Responding to questions and complaints
Handling damage
Per phase focus on other topics
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
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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
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Discussion:
Situation in Romania today
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Infrastructure:
How are the planning rules?
Who is in charge?
Who has the power
Is participation an issue?
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Discussion
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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
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Discussion
Stakeholder manager
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Attractive profession?
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Erik van der Kooij
Stakeholder management