Community engagement
Fear of complaints can hinder progress. Managing this well not only eases pressure but can also unlock operational gains.
1
Measure what matters
The desire to reduce complaints and road user impact is a critical focus area for modern delivery.
Mooven puts customer experience and improved outcomes at the centre of decision making.
2
Smart detours and travel advice
Use live travel advice to mobile variable message boards to help motorists make informed choices.
Direct motorist down the fastest detour to reduce congestion pressures.
Provide real-time journey times to influence behaviour and manage expectations.
3
De-escalate complaints
Complaints are normally anecdotal and subjective.
Change the nature of these conversations using evidence and context.
Quantify the actual impact, share what happened and articulate whether the impact was caused by the project or external forces - building confidence.
4
Clearly communicate with the public
Move beyond leaflet drops and townhall meetings by providing live visibility of conditions directly to the public.
Curated views can be shared directly from project landing pages and on social media to build trust and reduce public pressure.
5
Informed conversation
Capture information about important activity, changes, events or complaints and associate these with the project and location.
Collaborate across teams so key spokespeople are informed, with information available on-demand.
6
Experience based reporting
Provide customer experience based reporting to internal and external project stakeholders.
Demonstrate how your team is improving community, people and place outcomes.
Case study
See how WBHO cut construction time by implementing automated detours
Using real-time journey advice, WBHO delivered positive experiences