Project: Canberra Light Rail Stage 2A – Digital Consultation
Creating innovative digital tools to support effective engagement.
Client: ACT Government: Major Projects Canberra
Project Dates: 2019-2020
Services Delivered:
Design and development of a fully interactive consultation room
Managing ongoing website comments and queries
Key messaging, fact sheet and collateral development for digital use
Feedback and reporting to support project approvals
Project Background:
The light rail project is a key part of developing Canberra’s integrated public transport network across the city, supporting future growth and sustainability, and maintaining a world-class standard of living. The next stage of the project will see the existing light rail network connected to Woden, building on the success of Stage 1 (Gungahlin to City) and completing the network's north-south spine. Once operational, light rail to Woden will provide people with more transport options, help reduce traffic congestion and support Canberra's transition to a zero emissions future.
The Challenge:
Based on the scale and complexity of the light rail project and the level of interest associated with its continued design and development, it was vital that the engagement team had an effective way in which to communicate about the development. It became increasingly apparent that offline channels and 2D rendering were not sufficient to showcase the project’s vision. There needed to be a significant development in the team’s collateral in order to effectively communicate the various stages and benefits of light rail and to meaningfully discuss the impacts, perceived and actual, of the proposed alignment.
Our Approach:
Social Atlas recommended a digital-first approach, which involved developing a fully interactive virtual consultation room, designed to maximise user interaction and as a content rich repository to support engagement. The initial development process for the consultation room involved the scoping of a detailed brief to onboard a digital partner, experienced in the development of the requirements of the project.
Design prototypes were produced for review and comment to ensure that all content was fully accessible to all abilities, and that the overall experience was intuitive and user-friendly. Once initial designs were approved, the development process began to bring the room to life and allow the team to user-test all the interactive elements. An iterative process of amends and refinements was carried out ahead of the product being finalised.
The room allows users to access a range of project information including planning documents, videos, project-related fact sheets, and kids colouring sheets, as well as the ability to see before and after artist impressions of each of the key stops planned for the next stage of light rail. The community can also virtually experience riding the light rail from the current terminus at Alinga Street to the future Commonwealth Park stop. Most importantly, there was a mechanism to provide comments and feedback directly to the project team, by placing a comment on the interactive map. There was also a facility to sign up for project updates, supporting overall awareness and ongoing information dissemination.
Designed as an accessible space for all to engage, this is a highly cost-effective tool in creating greater reach and engagement for the project as a whole and helping to support the requirements of statutory consultation. The virtual engagement room took on an even more significant role during COVID-19 with the limitations on public events and face-to-face consultation. It continues to support ongoing project engagement and provide another channel to access vital project information and engage in two-way dialogue.
Project Outcomes:
The digital engagement approach our team implemented was a first for the ACT and has set a benchmark for delivering valuable and measurable digital engagement on other government projects. The Virtual Consultation Room for light rail is a breakthrough tool in terms of enabling Major Projects Canberra to showcase the vision for expanding the light rail network as well as the project's development plans.
Digital consultation is just one way in which we engage, providing another channel for the community to get involved. It’s easy and convenient to access and has demonstrated high traffic numbers, page views and newsletter sign ups to date, further supporting project awareness and engagement objectives.
Following its successful launch in 2019, the virtual consultation room has remained an active component of engagement activities for the project and is still accessible to the community today. Major Projects Canberra has also replicated the use of virtual consultation rooms for other large-scale infrastructure, such as the CIT Campus -Woden project.
