5.11 Purpose: Well managed stakeholder communications are essential for a successful project. Authorities need to make sure that stakeholder expectations are realistic. Consultation and communication with users and other stakeholders also provides a good check as to whether the service is meeting the original objectives.
5.12 Useful documents: The project will have a communications plan for the procurement phase; this should be updated to cover the construction and operational phases. Chapter 4 of this guidance provides more detail on how to prepare users for service delivery.
5.13 Areas to consider: PPP/NPD projects are likely to have a large range of stakeholders both inside and external to the Authority's organisation. Stakeholders will also include recipients of the service - for example in a schools project, the stakeholders are likely to include the students themselves and also the school staff (who will have obligations to assist in monitoring performance) and School Boards, as well as the Local Authority department responsible for education. Because individuals will be constantly changing within the stakeholder group, it is essential that the communications plan includes the opportunity to update and train stakeholders to make sure that their expectations remain realistic and that they understand the project objectives. The exercise of restating the clear project objectives and the unambiguous description of success for the project which was carried out with the Contractor should be repeated with stakeholders before the project becomes operational and at regular intervals during the operational period. Union representatives will need to be consulted with in respect of TUPE transfers, Health and Safety issues, and any staff welfare issues.
5.14 Projects should also consider what strategy they will adopt with the media and how they will communicate the successes of the project to the wider community.