2 Liaison and Public Information

2 Liaison and Public Information

2.1 Objective

2.1.1 To provide information regarding the construction of the Project including works which may affect the public, in a timely manner and to facilitate constructive engagement with local communities during the construction of the project.

2.2 Engaging with Communities

2.2.1 Transport Scotland developed a community engagement strategy entitled ‘Engaging with Communities’ which has been implemented during development of the Project. This included commitment to a range of measures and activities to inform, engage and consult the public in the development of the Project.

2.2.2 Transport Scotland’s ongoing communications strategy for the project will reflect the construction stage of the Project and will include details of the procedures to be implemented to:

  • maintain effective community engagement throughout the construction period to build on existing relationships with the communities alongside the scheme;
  • inform affected communities about how the effects of construction activities will be mitigated;
  • inform affected communities about the timetable of the construction works; and
  • provide information on enquiry and complaint procedures.

2.2.3 The contractor will contribute to and support the implementation of effective communications and fulfilment of the above objectives. The contractor will appoint a community liaison officer and liaison team who will be responsible for community engagement for the contracting organisation.

2.2.4 The contractor will liaise with:

  • local authorities;
  • other statutory bodies and regulatory authorities;
  • the emergency services;
  • other relevant organisations as set out in this CoCP;
  • community councils and relevant established community groups;
  • businesses and relevant established business groups; and
  • residents in local communities affected by the works

on matters relating to the construction of the scheme to meet the requirements set out in this CoCP.

2.2.5 The contractor will also support Transport Scotland in promoting awareness of the Project as part of a wider community engagement strategy through, for example, presentations to educational establishments such as local schools, centres for further education and industry institutions.

2.3 Community Engagement Requirements

2.3.1 During construction, a programme of high quality, effective and sustained communications will include:

  • Information website – Transport Scotland’s project website will be updated to reflect construction and community liaison requirements. It will provide up to date information on the progress of the construction works, current areas affected by construction, mitigation in place to reduce adverse effects of construction, information regarding planned construction works.
  • Project briefings and site visits – where reasonable, project briefings and site visits will be provided for groups arranging to visit the construction site. The contractor will contribute to and support project briefings and site vists. Transport Scotland’s project website will provide details of the procedure for arranging project briefings and site visits.
  • Newsletter – the project newsletter will be issued by Transport Scotland on a regular basis and will provide information regarding construction progress and planned construction works. The contractor will contribute to and support preparation of the project newsletter. The newsletter will include details of areas that will be affected by construction works; provide information regarding traffic management that will be in place affecting existing roads and footpaths; and will include details of the enquiries and complaints procedure to be implemented in accordance with the requirements below. The newsletter will be distributed to established mailing lists and published on the project website. In addition, the newsletter will be issued to local authorities, other statutory bodies, other relevant organisations referred to in this CoCP, the emergency services, community councils, other interested parties and local libraries.
  • Notification to local residents – the contractor will take reasonable steps to notify occupiers of nearby properties two weeks in advance of the nature and anticipated duration of planned construction works that may affect them. The notification will also provide details of the enquiries and complaints procedure developed in accordance with the requirements below.
  • Enquiries and Complaints Procedure – the contractor will establish a system for dealing with enquiries and complaints from the public. The procedure will include setting up dedicated freephone telephone hotline and fax numbers together with a dedicated email address and postal address for enquiries. The hotline will be staffed by personnel from the contractor’s community liaison team 24 hours a day. The relevant contact numbers, email and postal addresses for the enquiries and complaints system will be displayed on signs around the construction site and will be published on the website and newsletters. Enquiries and complaints will be logged in a register and appropriate action will be taken in response to any complaints. The contractor will employ reasonable endeavours to contact complainants within 48 hours of their complaint to advise them of progress being made in addressing the complaint and then again following completion of any actions taken to resolve the complaint. The contractor will make appropriate information from the register available to local authorities upon request.