During the project implementation phase, the successful bidder takes over the responsibility for project construction and subsequent operation of the project, with the terms of the concession determining the bidder's boundaries of responsibility. Ideally, the successful bidder, i.e. the developer, should be contractually obligated by the Authority for a range of communication actions during the Implementation phase, particularly in terms of interacting with users to increase their awareness of the project and the rules for use.
Communication with users during this phase should address issues pertaining to awareness creation, consumer care, and benefit reinforcement. Communication with PAPs should focus on creating awareness on compensation processes (for those who gave up land or lost their livelihoods, for example) and/or providing grievance redressal mechanisms. Communication mechanisms to inform and educate users on the nature and type of services that could undergo significant changes before and after project implementation should be put in place well in time. For instance, implementation of a toll road may require creating awareness amongst pedestrians on using foot over-bridges to cross the road. In some cases, such communication may be required even during the construction stage (e.g. signboards and press releases when blocking select roads or diverting traffic during the construction of a metro transport system).
Communication actions to address citizen grievances on service delivery such as setting up consumer help-desks, call-centres, and web-based complaint redressal etc. should be implemented. While these are normally obligations of the developer and, in all likelihood, will be covered by the concession agreement, it is essential to ensure that these obligations are adhered to.
The focus of communication within the Government is on facilitating better co-ordination initially and reporting on project progress, service delivery and corrective actions (when there are deviations from contractual obligations). Communication between the Authority and developer is critical, particularly in the initial stages of project construction, when clearances and approvals may be required. This may necessitate a structured co-ordination mechanism consisting of the Authority, developer and other agencies (through formal forums such as an empowered steering committee) to facilitate smooth communication and implementation.
Reporting on project progress and compliance with contractual obligations and policy directives is a critical component of communication with Government and other stakeholders. While part of this action may be driven by statutory requirements or the reporting requirements of a funding agency or a Government Department, sharing such information more widely (for instance, on the website of the Authority) would improve the project's credibility. Further, such reporting should contain information on action taken when there is non-compliance with contractual obligations.
Communication between the implementation agency and the developer requires a shared understanding of contractual obligations. Communication with the developer should focus on resolving non-compliance, should that occur. Further, the sponsor and developer should share joint responsibility in managing communication with users and other stakeholders.