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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
hoofddorp breda zoetermeer 37
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
hoofddorp breda zoetermeer 42
http://www.youtube.com/watch?v=O0iZ66F57cg
http://www.youtube.com/watch?v=O0iZ66F57cg
43
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
designs made according
to the issues
45
Technical designs
2d design
Artist impressions
Show alternatives with pros and
cons
Dynamic traffic design
46
hoofddorp breda zoetermeer 48
hoofddorp breda zoetermeer 49
Alternatives with pros and cons
50
51
52
53
54
55
56
Preferred route and design
57
Preferred route and design
58 hoofddorp breda zoetermeer
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
Stakeholder management
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
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
71
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
72
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
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
Stakeholder management