Community Relations – at the Heart of Trenchless Technology Planning and Delivery

Abstract

The motivation for the development of the Trenchless Technology industry has been the need for installation, maintenance or renewal of deteriorated underground assets with minimal impact on the community. That aim is critical, as the assets most in need of attention tend to be in the oldest and most densely populated parts of a city. They are in areas where excavation to install or replace a pipeline would be prohibitively expensive or unacceptably disruptive. After 30 or so years, the Trenchless Technology industry continues to develop ingenious innovations to deliver underground structure renewal solutions by minimally invasive means. But as the industry matures and as contractors become more experienced, Authority expectations are increasing that the work will be undertaken while maintaining good relations with their customers – the surrounding community. This paper addresses the approach to community relations and stakeholder engagement taken by Sydney Water, Australia’s largest water utility, how that approach is implemented by a major Trenchless Technology contractor and how results are monitored and measured. It details how community relations has moved from being a sideline to a Trenchless Technology program, to being at the heart of how a program is conceived, planned and delivered.