entries found
Public Feedback Board
The Manchester Metropolitan Arts and Humanities Project is in the heart of the University Campus meaning there are lots of members of the public and students that interface with the site and our staff. As such, the site implemented a ‘Public Feedback Board’ encouraging feedback on being a good neighbour. Passers by can use a QR code to provide feedback to...
#Hashtag roadside signs better reach customers
Better communicating with our customers is a key challenge for us in maintaining the strategic road network. Customers (our community) are not always easy to reach with traditional communication tools and methods given the transient nature of customers on the network. We developed and delivered simple #A64 and #M621 platforms on social media. Then by placing simple signs at the...
Four steps to dialling up customer focus on schemes
A-one+ are keen to learn lessons about customer experience and ensure schemes on the road network reflect latest feedback and trends. We set aside Tuesdays during June to focus on this – our ‘Four June steps to dialling up customer focus on schemes’, focusing on a different aspect of customer experience each week to discuss and share with our staff,...
Customer dashboard turns data to intelligence for our workers
In a data rich world, we understand the importance of turning data into intelligence so that our teams can make sense of the data and adapt customer facing initiatives on site to address the need. So we decided to analyse our customer feedback data in a number of different ways so that our project and site managers could more easily...
Project Website
We have created a dedicated website for our development at Carnarvon Road, Essex. The website includes information about the development, about us (the developer), a contact page, and a blog with all the latest news, images and events we are hosting. The website also includes a feedback form, which can be used by the community and workforce. It is simple...
Operative feedback form
Construction companies which specialise in providing labour must ensure that their workers are considerate and respect the community. See the examples below for how one company addressed this: At the end of the shift, the main contractor is required to fill in a site-specific feedback questionnaire. The questionnaire allows the contractor to provide feedback to operatives before they leave the...
Feedback Circle for Community Members
The Mace site at 145 City Road, London created an online version of the CCS community feedback form. They promoted it by giving £1 to the local charity for every response. Once all forms had been submitted, the responses were reviewed and the team wrote an article in the next community newsletter based on the ‘You said, We did’ format....
Ipsos MORI driver survey
It is essential that construction sites are mindful of their impact on the community, especially when the works involve a great deal of disruption. For instance, road improvement schemes can cause inconvenience to people in the local area. See the examples below for how one highway site addressed this: Highways England commissioned the independent polling body Ipsos MORI to carry...
Social Sustainability: Living at Saffron Square
Research was carried out by a team of researchers from LSE London to report on the mid-term social sustainability of Berkeley Homes’ Saffron Square development in central Croydon. The report sets out what residents said that they appreciate about living at Saffron Square and what they think could be improved. It assesses the quality of design and management of the...
Accessing the community through technology
To engage with a larger portion of the public and to provide an easy and portable way of providing information we created our own QR scanner codes. The codes work through any QR scanner app available on the majority, if not all, smartphones. Originally the QR code was used to update the public on the progress of the site. We...
Single point of contact for site neighbours
The Edinburgh St James redevelopment is surrounded by small and large businesses and residents, and situated in a busy city-centre location. Having this single point of contact for the main contractor, for site neighbours and other interested parties to address any concerns and questions relating to the redevelopment, is working really well. The dedicated community liaison telephone number and email address are communicated...
Mobile phone feedback system 
Public and community feedback is important for all sites to allow improvement. It can be difficult to identify every form of disruption that is being caused and therefore the community can provide this essential information by providing a platform for communication. One site achieved this through the example below: The team introduced a new mobile app that allows project visitors...
Feedback using Social media
We have added additional ”Review” button onto our Facebook page to enable people to tell us what they think about London City Island. The Review includes 1 to 5 star scoring + 50 characters message. We welcome any feedback and apart from all the suggestion boxes installed around the Project, we decided to take the opportunity to offer to the...
Customer Hub
We have developed a bespoke Customer Hub group which meets regularly to both look back at previous trends and to look forward to review new and engaging ways to communicate with customers. The Hub has signed up to a Terms of Reference document and customer strategy document which is directly aligned with Highways England’s customer strategy. The members of our...
Public voting feedback
Interaction with the community can provide valuable feedback and improvements. Communication between site and the public is key in obtaining feedback. The easier this is the better. One site below demonstrated this in the example below: Site had voting devices with four buttons (smiley face to grumpy face) for the public to press for the site to get instant feedback: Issues...
Visitor satisfaction questionnaire
Higgins Construction is committed to delivering the highest quality service possible at all times. Therefore we are encouraging all our site visitors to provide feedback on their perception of health & safety and the environmental conditions they encountered whilst on site. All comments from the questionnaire are used for improvement, where required.
Virtual reality goggles
Including the local community in the project is important to raise the image of construction. Providing opportunities to involve the community establishes a considerate and respective relationship. This in turn allows greater communication and co-operation between site and community, improving the image and service of the industry. The below site demonstrates this through the below example: The use of virtual...
Compliments/ Comments/ Complaints Record
Feedback should always be encouraged and utilised to improve the image of construction. In order for sites, companies and suppliers to continuously improve their working methods and environment, feedback must be encouraged, received and reacted to. This should encompass every side of the working environment of a construction site including the workforce itself, visitors and the surrounding public. Any effort...
Online Visitor System
Visitors to site should always feel welcomed, safe and secure. It is important that visitors are comfortable in understanding the site through inductions, safety procedures, project information and general interest. This not only ensures a positive and safe experience during the time of visit but also promotes a professional and accommodating image for the industry. One site achieved this by using an...
Free puncture repair kits for cyclists
Work on site should be carried out with minimum impact on local residents and businesses. We always consider the community around our site and how our work may have an affect. On review of the site surroundings we realised that there were a lot of cyclists in the immediate area. To support these cyclists who were a part of our local community...
Keeping the public informed about your site
Sites should aim to build good relations with the community. Pre-start information and constant communication channels and updates are good ways to minimise the risk of unnecessary conflict or complaints. Below is an example of how a site proactively communicated with the local community: A ‘Changing Lives’ interactive area was set up in the site office’s reception for visitors to...
Using Geocaching to engage the local community
Implementing creative, engaging techniques is crucial towards promoting a positive image of the industry. Useful site and project information made publicly available through Geocaching helps to engage the local community and attract general interest towards the site. Geocaching is an outdoor recreational activity, in which participants use a Global Positioning System (GPS) receiver or mobile device and other navigational techniques to hide and...
Informing operatives using motion sensor voice messages
Site operatives should be routinely briefed on current community issues which have been a result of construction work in the area as well as site safety messages. Maintaining regular communication with site operatives not only demonstrates a courtesy to the general public at all times but also ensures a high level of constant site safety for its workforce. Below is an example...
Improving working practices for pipes
New methods should be sought to minimise disruption to the local community. Working methods should be reviewed and potentially revised when possible to ensure the most effective procedures are implemented. Below is an example of how working practices have been monitored and improved to ensure minimal disruption to local businesses and residents: A machine exists that will shrink a small...
Transparent communication and complaints procedure for the community
Careful consideration should be given to the local community when undertaking a project. Below is an example of how a site showed exceptional consideration to the community, through their transparent communication processes: The workforce took the concept of ‘What you said – What we did’ and applied it to the complaints process; The posters were displayed on the hoarding in...
Minimising noise pollution for the local community: Ear mufflers
Before work commences, potential disruptions to the local community should be identified. Noise pollution tends to be the most common complaint when construction work is taking place. It is important to identify the disruptions that may occur and take measures to offset them. This helps to minimise any frustrations that may arise within the local community, to help promote a positive...
Mapping complaints received
There should be an effective system on site for recording and monitoring complaints and compliments received. Employees on site of the Doorstroom Station project in Utrecht, used a mapping system to record complaints. When a complaint was received, the site manager pinned the location of the complaint on a map; this was located in a prominent area of the construction site...
Shipping Coordinator to improve safety on waterways
Beens Group uses a shipping coordinator for the Major Maintenance Waterways project, to ensure that other vessels can pass safely. The shipping coordinator records all ships that are passing through with the website marine traffic and by visual observation. A list is made of these ships complete with date, time and location. The aim is to contact the captains and...
A show house to encourage transparency of construction work
Regular communication and updates to local residents and businesses is important to demonstrate courtesy and respect to the local community. The work being undertaken should generally not be hidden away from the public, transparency is essential in improving the general understanding of the work taking place, helping to minimise any complaints that may occur. Below is an example of how a show...
Helpful Hints for the Code of Considerate Practice – Workforce
Being registered with the Considerate Constructors Scheme (CCS) means we need to demonstrate our commitment to the Code. The CCS Code of Considerate Practice is effectively communicated to our workforce through a sheet of helpful hints covering all five sections of the code. Through reading this document our workforce understands the importance of the Code and how it should be applied. Here are...
