{"id":40719,"date":"2021-10-01T15:32:20","date_gmt":"2021-10-01T19:32:20","guid":{"rendered":"https:\/\/granicus.com\/blog\/how-we-used-digital-to-increase-community-engagement-at-greater-cambridge-partnership\/"},"modified":"2024-02-22T09:08:19","modified_gmt":"2024-02-22T14:08:19","slug":"how-we-used-digital-to-increase-community-engagement-at-greater-cambridge-partnership","status":"publish","type":"blog_posts","link":"https:\/\/granicus.com\/uk\/blog\/how-we-used-digital-to-increase-community-engagement-at-greater-cambridge-partnership\/","title":{"rendered":"How we used digital to increase community engagement at Greater Cambridge Partnership"},"content":{"rendered":"","protected":false},"author":11,"featured_media":40720,"template":"","resource_tax_market":[186,187],"resource_tax_dept":[196,198],"resource_tax_type":[164],"resource_tax_region":[],"resource_tax_outcomes":[204,205],"resource_tax_topic":[],"resource_tax_products":[192],"resource_tax_solutions":[209,214],"resource_tax_services":[],"class_list":["post-40719","blog_posts","type-blog_posts","status-publish","has-post-thumbnail","hentry","resource_tax_market-local-government-uk","resource_tax_market-central-government-uk","resource_tax_dept-communications-public-relations-uk","resource_tax_dept-engagement-community-outreach-uk","resource_tax_type-blogs-uk","resource_tax_outcomes-customer-experience-uk","resource_tax_outcomes-foster-community-engagement-uk","resource_tax_products-govdelivery-uk","resource_tax_solutions-digital-communications-uk","resource_tax_solutions-engagement-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How we used digital to increase community engagement at Greater Cambridge Partnership | Granicus UK<\/title>\n<meta name=\"description\" content=\"Understand the vital role of communication in the Greater Cambridge Partnership&#039;s infrastructure projects. From initial conception to statutory processes, discover how they engage stakeholders for sustainable growth and development.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/granicus.com\/uk\/blog\/how-we-used-digital-to-increase-community-engagement-at-greater-cambridge-partnership\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How we used digital to increase community engagement at Greater Cambridge Partnership | Granicus UK\" \/>\n<meta property=\"og:description\" content=\"Understand the vital role of communication in the Greater Cambridge Partnership&#039;s infrastructure projects. 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Most of our current projects are focused on large transport infrastructure for which the Department of Transport requires community engagement.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This process starts at the conception of each project and can follow all the way through to a Transport Works Act Order Application, which is a statutory process. This can take anywhere between four to ten years. In that period, we\u2019re managing ongoing engagement and consultation with local bodies and communities.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Working with the community<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">We also work with a number of specific local community groups which opens a line between us and the community to help ensure anybody who is impacted by our project is consulted.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Whatever our objectives \u2013 whether it\u2019s improving public transport, cycling, pedestrian, or equestrian access, improved accessibility for disabled people, or simply making traffic move better and faster around an area where there\u2019s congestion, or even if it plans to end congestion altogether by putting in a new park and ride service &#8211;\u00a0 that consultation process needs to be direct; it needs to be accessible to all and it needs to be transparent. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To support this mission, we use a platform called govDelivery &#8211; a communications and engagement platform from Granicus. This platform enables us to interact with different stakeholder groups including local council members, charities, and activists, all by setting up email topics to keep them informed.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">People looking for regular updates from us can sign up for these through our website. We don\u2019t do demographic segmentation, but we have grouped our topics by project, theme, and geographic location. Additionally, we have separate topics for the North, East, South, and West of our region and for thematic housing and transport. This means that our subscribers can pick the exact projects and topics they want to hear about.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We\u2019ve come a long way since I first joined the GCP, when we were using spreadsheets and Word documents for mailing lists, and then running everything through Outlook. It could take an hour to send an email bulletin to each stakeholder group due to re-checking email addresses and spotting things like errant commas that had replaced full stops in an email address, and it was incredibly time-consuming. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With govDelivery, it really becomes as simple as writing the email and selecting which topic lists to send it to by ticking boxes.\u00a0 The individual subscribers manage their own profiles and email addresses, which is a huge benefit in terms of empowering them, but also in terms of Data Protection and managing consent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Data capture\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">When we come to the statutory process with the Transport Work Act Orders for our key infrastructure construction projects &#8211; which goes to the Secretary of State, who will usually refer projects to public inquiry &#8211; we need to make sure all activity is evidenced.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This is so we can say to a public enquiry if needed, \u2018this is who we spoke to, when we spoke to them, this is what they said, and this is how many people we contacted.\u2019\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The data capture functionality of our platform is critical to this \u2013 with so many large transport infrastructure projects, we need to evidence that we\u2019ve kept all relevant groups informed, or that they\u2019ve been invited to meetings to ensure impartiality.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It can\u2019t track every successful email delivery, simply because of the way organisations and individuals can manage their own emails, but our system will never flag a false positive. When it flags that an email has been opened, we know for sure that the recipient has definitely opened it, and if the system logs a \u201cclick\u201d, that they\u2019ve clicked the link to review the attached documents.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Driving Engagement\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">As well as govDelivery, we also use a platform called Engagement HQ \u2013 a consultation and engagement suite from Bang the Table [now a part of Granicus]. This platform encourages community engagement and allows us to capture, analyse, and report on feedback from our stakeholders using a wide variety of tools, from forums and surveys to interactive maps, all within the one digital environment. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">When our stakeholders sign up to a topic or project through EngagementHQ, it\u2019s also automatically fed into the govDelivery platform, which enables stakeholders who provide comments and responses to stay connected and receive regular updates as the projects they\u2019ve engaged with progress, and helps to build a culture of engagement in the process.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This constant engagement role is key to our work and one of the reasons why we use a communication and engagement platform. When we were implementing the engagement platform both providers worked together to conceptualise the dual system and build the integration between Engagement HQ and govDelivery.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Thanks to the two platforms working in tandem, we\u2019ve found that while the consultation process is ongoing, we get a steady trickle of people a day going into the project. Those people are engaging with it and responding to it, asking to be kept up to date with any progress. This further helps us identify those people and reconsult with them if anything changes.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Choosing to stay in touch<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Every couple of years we take part in the Gateway Review, which is the government scrutiny process. They interview stakeholders and project managers at Greater Cambridge Partnership. The next Gateway Review is in 2025<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In our latest review, every stakeholder talked about the importance of engagement \u2013 and most fed back that Greater Cambridge Partnership\u2019s engagement was good, with over 5000 points of feedback. To date, we have over 10,000 stakeholders subscribed to our topics, and our successful delivery &amp; open\/read rates are much higher than reported industry averages <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">I would say a key part of the new way we work with our platform, as evidenced by the Gateway Review, is the fact that people are now <\/span><i><span data-contrast=\"auto\">choosing<\/span><\/i><span data-contrast=\"auto\"> to receive information from us and to be kept informed. And with our platform in place, we can confidently evidence this continued engagement, even up to submitting it in the judicial process. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","button":""}}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Discover More Blogs","slider_text":"","slider_type":"blog_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View All Resources","url":"\/uk\/learning-center\/","target":""},"slider_link_icon":false}]},"centered_layout_builder_clone":{"flexible_page_builder_group":{"flexible_page_builder_fields":[{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":true,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p><span data-contrast=\"auto\">At the Greater Cambridge Partnership, good communication isn\u2019t just \u2018nice to have.\u2019 It is essential to ensure that we keep all our stakeholder groups up to date in a timely and efficient manner. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We\u2019re a local delivery body for a city deal with central Government, bringing powers and investment, worth up to \u00a3500 million over 15 years, to create vital improvements in infrastructure and to work to ensure that growth in Cambridge is sustainable and supportable.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Our comms team manages communications and engagement, so we\u2019re responsible not just for press releases and media enquiries, but also for consultation. Most of our current projects are focused on large transport infrastructure for which the Department of Transport requires community engagement.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This process starts at the conception of each project and can follow all the way through to a Transport Works Act Order Application, which is a statutory process. This can take anywhere between four to ten years. In that period, we\u2019re managing ongoing engagement and consultation with local bodies and communities.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Working with the community<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">We also work with a number of specific local community groups which opens a line between us and the community to help ensure anybody who is impacted by our project is consulted.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Whatever our objectives \u2013 whether it\u2019s improving public transport, cycling, pedestrian, or equestrian access, improved accessibility for disabled people, or simply making traffic move better and faster around an area where there\u2019s congestion, or even if it plans to end congestion altogether by putting in a new park and ride service &#8211;\u00a0 that consultation process needs to be direct; it needs to be accessible to all and it needs to be transparent. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To support this mission, we use a platform called govDelivery &#8211; a communications and engagement platform from Granicus. This platform enables us to interact with different stakeholder groups including local council members, charities, and activists, all by setting up email topics to keep them informed.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">People looking for regular updates from us can sign up for these through our website. We don\u2019t do demographic segmentation, but we have grouped our topics by project, theme, and geographic location. Additionally, we have separate topics for the North, East, South, and West of our region and for thematic housing and transport. This means that our subscribers can pick the exact projects and topics they want to hear about.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We\u2019ve come a long way since I first joined the GCP, when we were using spreadsheets and Word documents for mailing lists, and then running everything through Outlook. It could take an hour to send an email bulletin to each stakeholder group due to re-checking email addresses and spotting things like errant commas that had replaced full stops in an email address, and it was incredibly time-consuming. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With govDelivery, it really becomes as simple as writing the email and selecting which topic lists to send it to by ticking boxes.\u00a0 The individual subscribers manage their own profiles and email addresses, which is a huge benefit in terms of empowering them, but also in terms of Data Protection and managing consent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Data capture\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">When we come to the statutory process with the Transport Work Act Orders for our key infrastructure construction projects &#8211; which goes to the Secretary of State, who will usually refer projects to public inquiry &#8211; we need to make sure all activity is evidenced.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This is so we can say to a public enquiry if needed, \u2018this is who we spoke to, when we spoke to them, this is what they said, and this is how many people we contacted.\u2019\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The data capture functionality of our platform is critical to this \u2013 with so many large transport infrastructure projects, we need to evidence that we\u2019ve kept all relevant groups informed, or that they\u2019ve been invited to meetings to ensure impartiality.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It can\u2019t track every successful email delivery, simply because of the way organisations and individuals can manage their own emails, but our system will never flag a false positive. When it flags that an email has been opened, we know for sure that the recipient has definitely opened it, and if the system logs a \u201cclick\u201d, that they\u2019ve clicked the link to review the attached documents.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Driving Engagement\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">As well as govDelivery, we also use a platform called Engagement HQ \u2013 a consultation and engagement suite from Bang the Table [now a part of Granicus]. This platform encourages community engagement and allows us to capture, analyse, and report on feedback from our stakeholders using a wide variety of tools, from forums and surveys to interactive maps, all within the one digital environment. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">When our stakeholders sign up to a topic or project through EngagementHQ, it\u2019s also automatically fed into the govDelivery platform, which enables stakeholders who provide comments and responses to stay connected and receive regular updates as the projects they\u2019ve engaged with progress, and helps to build a culture of engagement in the process.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This constant engagement role is key to our work and one of the reasons why we use a communication and engagement platform. When we were implementing the engagement platform both providers worked together to conceptualise the dual system and build the integration between Engagement HQ and govDelivery.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Thanks to the two platforms working in tandem, we\u2019ve found that while the consultation process is ongoing, we get a steady trickle of people a day going into the project. Those people are engaging with it and responding to it, asking to be kept up to date with any progress. This further helps us identify those people and reconsult with them if anything changes.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Choosing to stay in touch<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Every couple of years we take part in the Gateway Review, which is the government scrutiny process. They interview stakeholders and project managers at Greater Cambridge Partnership. The next Gateway Review is in 2025<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In our latest review, every stakeholder talked about the importance of engagement \u2013 and most fed back that Greater Cambridge Partnership\u2019s engagement was good, with over 5000 points of feedback. To date, we have over 10,000 stakeholders subscribed to our topics, and our successful delivery &amp; open\/read rates are much higher than reported industry averages <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">I would say a key part of the new way we work with our platform, as evidenced by the Gateway Review, is the fact that people are now <\/span><i><span data-contrast=\"auto\">choosing<\/span><\/i><span data-contrast=\"auto\"> to receive information from us and to be kept informed. 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