世界银行-恢复公主_利益相关者参与圣马丁机场航站楼重建项目-案例研究（英）-2024_21页_6mb

Restoring a Princess: Stakeholder Engagement Lessons from Sint Maarten Airport Reconstruction

Overview

This report discusses the stakeholder engagement (SE) practices for the Sint Maarten Airport Terminal Reconstruction Project (ATRP). A Category 5 hurricane severely damaged the airport in September 2017, necessitating its reconstruction with improved resilience. The project, funded by a World Bank trust fund, involved engaging diverse stakeholders during design, implementation, and operation phases.

Key Stakeholder Engagement Efforts

Detailed Stakeholder Mapping

• Comprehensive identification of internal (airport community) and external stakeholders listed in the Stakeholder Engagement Plan (SEP).

Multiple Outreach Channels

• Used digital (website, newsletters, social media), offline (print media, community meetings), and interactive methods like WhatsApp groups and TV series ("Restoring a Princess").

Challenges

Visual & Technical Coordination

• Maintained airport operations while reconstructing, leading to coordination issues between operational and construction teams.

Expectation Management

• Addressed misconceptions about project timelines, especially during media scrutiny, by clearly demonstrating the multi-phase recovery process.

Emerging Lessons

List Engagement Hierarchical Integration

• Incorporating stakeholder suggestions into design, from practical adjustments (new facilities) to process refinements.

Creative Communication

• Launched engaging TV series to simplify complex project information, exemplified by the "Restoring a Princess" YouTube series, which earned industry awards.

Documentation & Transparency

• Used stakeholder engagement logs and FAQs to maintain record of interactions and provide standardized responses.

Gradual Testing & Transition

• Conducted public trials (e.g., user testing of electronic gates) and gradual operational phases (e.g., two-week overlap of old and new systems) to ease transitions.

Conclusion

Proactive SE through comprehensive planning, diverse communication, and iterative engagement was critical for project legitimacy and success in a complex, high-profile reconstruction scenario.