Consultation and Communication Service - Crossrail - 2001-2004

Client:	Cross London Rail Links Ltd		Project period:	2001 - 2004
Project:	Consultation and communication consultancy services		Contract value:	c£400,000

Services provided

Temple provided a wide range of consultation and communication services to Crossrail, including the following:

• Area consultation management
• Audit and review (strategy/ plans and database)
• Brochure design advice and input
• Commitments/ undertakings
• Communications and consultation strategy
• Communications programme  
• Consents strategy and manual
• Consultation operation plans
• Consultation reports / summary views
• Consultation risk management
• Emergency response plan
• Exhibition centres/ workshops/Information centres/ public meetings
• Internal communications
• Media strategy
• Member level briefings
• Negotiations/agreements
• Process map and resource plans
• Public opinion surveys
• Stakeholder matrix, analysis and prioritisation
• Technical and project briefings

Temple operated as part of the Crossrail team and a small team was seconded on a full time basis with specialist support on standby as required. We adopted a very structured approach to the consultation (five levels of consultation were identified by audience type) and ensured the process was open and transparent from the outset. This paid dividends both in terms of managing expectations and avoiding unwanted surprises. It also helped to build trust with key stakeholders and the media. As a result considerable progress was made with a large number of key stakeholders over a relatively short period of time. The work culminated in the “Final Report: Public Awareness Campaign and Consultation Round One” which received very favourable (positive) feedback from government officials, external agencies and others. The 56 page report also demonstrated the comprehensive nature of the consultation exercise and the thoroughness and rigour that had been employed in terms of record keeping throughout “round one”.

Benefits

We were able to “hit the ground running” given our previous consultation experience and able to provide specialist and additional resources at short notice. This was a considerable advantage to the client given the extensive nature of the consultation and programme commitments and constraints. The consultation and communications framework was put in place in less than three months. We worked closely with over 235 stakeholders including almost 30 local planning authorities, and over 7000 individuals.

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