Identifying opportunities for Airservices Australia to adopt a digital-first approach to engagement.

Stakeholder engagement

Struber was engaged by Airservices Australia to undertake a review of current community engagement procedures to identify contemporary best practice improvement actions, opportunities and a revised practice framework.

The audit included an extensive review and analysis of documents provided by Airservices Australia to determine the strengths and weaknesses of current activities, as well as identify opportunities for future engagement programs.

Also considered were best practice engagement approaches within the aviation industry, which were identified through desktop research.

With our digital-first focus, we identified tools and website portal option that would enable Airservices to engage with a predominately regional audience.

Undertaking a review of current practices provided the opportunity for Airservices to refocus, review goals and identify constraints that may have been inhibiting the effectiveness of communications and engagement activities.

The aim of the review was to drive more contemporary, targeted and effective communication and engagement activities.

Struber identified improvement opportunities including updated Communications and Engagement Framework, complaints and enquiries procedures, stakeholder management system, updated maps and drawings, annual reviews, online engagement, and social presence, enhanced promotional collateral and including social impact assessments in the framework.

November 8, 2021
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