Queensland Rail (QR) engaged BBS to take over engagement delivery for four key station upgrades on the City Train network – Newmarket, Alderley, Dinmore and Graceville. With the strategy already in place, BBS’ role was intended to be highly tactical but we identified the initial priority to be repairing relationships with local stakeholders.

We set out to improve information flow and quality and also establish a proactive approach to managing enquiries as a way of restoring QR’s reputation with neighbours and station users. The works involved major disability access improvements and ran over several years. This caused substantial disruption to rail users (including pedestrians and people using the QR carpark).

We deployed an approach which prioritised early advisory of works which would have even the slightest of impact on commuters and committed to high intensity engagement with neighbours to restore confidence.

The outcome for QR was that the projects could be delivered on time and within scope, thanks to reduced community anxiety. Feedback from community confirmed that the change in engagement behaviours had been noticed and appreciated.