The Saur Group is one of France’s largest water utility companies. Today, their flagship PFI contract in Glasgow is a showcase for innovation and partnership. However, when the waste water treatment plant came under significant operational pressure, it also put a strain on relationships with the PFI client, the local community and the staff.

Saur asked KPC to help develop a programme of stakeholder communication that would help improve relations in a highly charged environment where regulatory and compliance factors added to the pressure.

KPC set about creating a stakeholder plan that was tailored to each audience, reflecting their individual concerns and needs.

Key messages of a partnership approach, emphasising Saur’s long-term commitment to the plant and to the area, while taking ownership and responsibility for its contractual commitments, were underpinned by demonstrable proof and actions that helped establish Saur as a genuine community player and trustworthy partner.

We asked KPC to help with a range of stakeholder relations and communications. We found their experience, professional attitude, and personal skills made them a very valuable partner. Creative and open-minded, Deborah is dedicated to projects, swift to react and participated completely to the success of the project. In fact, our relationship made her far more than a consultant.

Celyne Andureau - International Director, Saur Group

Actions included:

Setting up a series of stakeholder meetings where key influencers were invited. The meetings were informal and designed to be a listening forum rather than a technical presentation.
Getting involved in local events where possible and taking part in community social media sites to underline a presence as a community player.
Setting up a system for regular feedback to key political stakeholders, providing information in a regular, timely manner rather than when requested.

Sponsorship of local rugby team to underpin Saur’s long-term commitment to the area.
Shifting communication from a position of reactive response to proactive information sharing.

Results

Reduction in complaints

Over 2 years complaints fell by more than half, and continue to fall

Improved complaint system

Improved system of complaint resolution has seen complaint response times reduced to same day

Brand awareness

Liaison with local rugby team has resulted in membership of a business club which generates awareness for Saur and potential business opportunities

Stakeholder event hosts

Communications with PFI partners and public authority have facilitated joint campaigns and proactive community events. Saur is now host and a joint presence at all stakeholder events

Celebrating success

Regular staff newsletter has become a vehicle to celebrate success as well as to share information between the client, community and Saur’s HQ

Your company’s reputation is hard-won – our stakeholder and crisis communication planning helps to ensure that the best outcome, for your company, stakeholders and other important parties, is at the heart of everything.

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Stakeholder Relations