ICWES15 - Learning from Mistakes. Presented by Kelly A Stokes, Townsville Water, Townsville City...
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Learning From Mistakes >> Kelly Stokes – Engineer, Townsville Water
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Transcript of ICWES15 - Learning from Mistakes. Presented by Kelly A Stokes, Townsville Water, Townsville City...
Learning From Mistakes >>Kelly Stokes – Engineer, Townsville Water
The Project
>> To construct a small (3m x 5m) water booster pump station to lift town water from Alligator Creek Road to the Mount Elliot Reservoirs.>> GHD designed building, road reserve location.
28.5km from Townsville CBD
The Situation
>> Community of Mount Elliot ~ 141 residences (395 residents). >> Existing Mount Elliot water supply was via a chlorinated council operated bore field -> reservoir -> gravitational reticulation.>> Conversion to town water as the final stage of the JACWSS project.>> Simple engineering – 2 room building, 3m x 5m.>> June 2009 - Tenders were called to gauge:
- construction time frame;- cost;- construction traffic and local impacts.
>> Tenders closed 3 July 2009.>> Residents in the community accessed the tender documents and began a protest / email bombardment towards the council.
The Concerns
>> “Pristine” and reliable spring water>> Town water tastes like “pool water”>> Storage of chemicals on site: “gaseous fluoride”, “chlorine acid”>> Property values reduced due to the “eyesore”, destroying “the serenity” >> “Dangerous” corner, location and building would make it worse>> Possible flooding issues>> Perceived cost vs. benefit to community>> Correspondence was sent to the Mayor, Councillors and Townsville Water staff (Ken Diehm (Director), Kelly Stokes).
The Response (both sides)
>> Townsville Water gave a standard email recognition to every email, acknowledging concerns and promising a detailed response.>> Community action group formed called “Pump Action”.>> “Pump Action” publish article in The Alligator Creek Times and on their own webpage.>> Fact sheet letterbox drop to all Mount Elliot residents, and detailed response by Townsville Water to every email.>> “Pump Action” demand water quality data.>> Public meeting - July 2009.
The Response (both sides)
>> Technical questions were answered but further issues raised, particularly regarding flooding, traffic and visibility. Expert opinions sought.>> Two further public meetings held.>> Alternative sites investigated and private land purchase initiated.>> Tender awarded, construction begins December 2009.>> “Pump Action” selects pump station paint colour.>> Pump station commissioned 29 July 2010 and test run for two weeks.>> Residents informed of town water switch 16 August 2010.
The Result
The Lessons>> Information Only – do not need to consult 1. Half true! Consultation implies some form of give and take. >> The initial protest subject may not be the most important issue or the topic that most residents feel strongly about 2.>> Interaction with the public and citizens’ groups pose the biggest communication challenge 3. Need to emphasise that good decision-making takes time.>> That the change must be understood 4.>> That individuals must believe it is good for them 4.>> That individuals must believe it is good for the community 4.
1. Queensland Government Department of Emergency Services “A Guide to Effective Engagement 2010” www.emergency.qld.gov.au/publications/ 2. Victorian Local Governance Association “Community Consultation Resource Guide 2010” www.vlga.org.au/ 3. Bishop, B (2003). “Water utility communication practices – what contributes to success?”. Journal AWWA, Jan 2003, 95,1, pp42-51.4. Greer, B (2010). “How to overcome “not in my backyard” syndrome”. Engineers Australia magazine, Jun 2010, 82, 6, pp67.
The Successes
>> Responses to the residents were clear, well informed, truthful, comprehensive.>> The subject of discussion, reasons for the meetings, and the objectives were concise and defined.>> Residents understood the reasons for the change and understood why the status quo could not continue.>> Some aspects were up for negotiation, others were not. >> Rapport was achieved in the end, but it came after Townsville Water started on the back foot, and did a lot of work to regain the community’s trust.>> Evaluation of the project – valuable process.
Acknowledgements
>> Townsville WaterKen Diehm, Rob McCaig, Edgar Salvador, Jo Csik
>> Townsville City CouncilNeil King, Douglas Lee
>> CouncillorsTrevor Roberts, Vern Veitch
>> Mount Elliot community
