About Sydney Civil
Sydney Civil is a leading civil construction firm specialising in public domain upgrades, roadworks, and government infrastructure projects. With a strong reputation for excellence, the company partners with esteemed clients such as the City of Sydney and Transport for NSW to create sustainable and vibrant community spaces that enhance urban environments across Sydney.
Founded in 1997, Sydney Civil is supported by a team of approximately 140 professionals, including construction managers, traffic controllers, and on-site workers. The company is committed to delivering high-quality infrastructure and urban projects, while building and maintaining strong, lasting relationships with stakeholders and the wider community.
Through proactive community engagement, transparent communication, and streamlined stakeholder management operations, Sydney Civil continues to set the standard for community-focused civil construction. The company prioritises addressing the needs and concerns of all stakeholder groups ensuring that decision-making processes are informed, and project deadlines are met.
The Sydney Civil team works closely with business owners and residents to address construction impacts, such as noise and driveway access, with a proactive, client-focused approach that ensures smooth project delivery and fosters trust within the community. Without a clear and centralised approach to engagement, there’s a risk of missed complaints, inconsistent communication, and reduced public trust, all of which can delay project timelines or damage client relationships.
Finding a Better Way to Manage Stakeholder Engagement
A new system dramatically improved team efficiency, leading to less time managing records and more time for improved engagement.
Sydney Civil is committed to enhancing stakeholder engagement and ensuring seamless communication across all government and infrastructure projects. With multiple projects running simultaneously, the organisation set out to find an efficient stakeholder relationship management system that could track community interactions, address concerns, and ensure compliance with local regulations.
This means that when Sydney Civil engages with a stakeholder, their communication history is immediately at hand, leading to higher quality and respectful dialogue. Or, when a regulator or inspector asks a question, records are immediately available, promoting transparency. Above all, Sydney Civil strives to build trust and foster positive relationships with clients, business owners, and residents impacted by construction activities.
Before transitioning to Consultation Manager and Social Pinpoint, Sydney Civil encountered significant obstacles with their previous stakeholder management and community engagement provider. The system was inefficient and time-consuming to operate, taking valuable resources away from core responsibilities and leading to delays and frustration for both the team and their clients. This included copying and pasting emails, recording data in spreadsheets, and subsequently entering it into the system.
“It was very slow,” says Community Liaison Officer Isabel Neves of Sydney Civil’s previous stakeholder management platform. “Sometimes, I would click on something, and it would take more than five minutes to open a page. When you have a lot of administrative tasks to add, it became quite difficult.”
Inaccuracies in reporting and fragmented data meant they had to rely on separate systems to manage community engagement and stakeholder interactions. Their previous system didn’t support key integrations—such as email syncing, automated data capture, or API access—which meant staff had to manually collect and transfer information across multiple platforms. This created double-handling, slowed down workflows, and made it difficult to maintain accurate, centralised records, ultimately preventing the team from streamlining their operations effectively.
“With our previous provider, I had to set up a code with my IT team to go on the website,” Neves explains. “I had to go to a certain section, ensure the data was properly coded, then download the file to extract the data. If the process failed, the data was gone because there was no API to support it. Now, with Consultation Manager, there’s an API and the data comes straight into the to the dashboards in real time.”
Recognising the need for a more streamlined and user-friendly approach, Sydney Civil transitioned to Consultation Manager as their stakeholder relationship management platform (SRM) and adopted Social Pinpoint as their digital community engagement platform.
Streamlining Stakeholder Management: A Shift to Automated Solutions
By adopting Consultation Manager and Social Pinpoint, Sydney Civil reduced their administrative burden, improving data quality, and empowering staff to focus on meaningful community relationships and efficient project delivery.
Since switching to Consultation Manager and Social Pinpoint, Sydney Civil has significantly improved their data quality while also reducing the administrative work required to manage stakeholder relationships. The organisation is currently managing two major urban upgrade projects, ‘Crown Street‘ and ‘George Street,’ in addition to 20 other projects across Sydney.
Since the adoption of Consultation Manager, emails now automatically integrate into the system, and every interaction is tracked in real-time. This increased efficiency enables Sydney Civil to focus on building relationships, solving problems, and successfully delivering projects without the burden of administrative tasks.
By leveraging Social Pinpoint for the company’s digital engagement platform, Sydney Civil Our Community Hub, Sydney Civil is able to keep the community informed about ongoing projects. Residents can subscribe for relevant construction updates and share feedback using the Form tool, ensuring transparent communication. For example, the Crown Street project page provides valuable insights, including progress photos, timelines, potential impacts, expectations, and updates to keep the community engaged and informed.
By integrating Social Pinpoint with Consultation Manager, Sydney Civil can gather feedback from their engagement site, filter it, and transfer it into Consultation Manager. Now, they can track and manage the information as stakeholder data.
Neves and her team have found particular value in Consultation Manager’s Inbound Email feature, which has helped improve their communication processes with stakeholder groups and community members.
“I love the Inbound Email feature for communications,” Neves says. “I have to send a lot of emails—sometimes three, four, or five times a week for a project. When using our previous provider, we had to copy and paste, create a direction with the log with the email and then copy the data into the system… It was just a time-consuming process. With Consultation Manager, it’s so much easier.”
Building Trust and Winning Work Through Better Stakeholder Engagement
By leveraging Consultation Manager and Social Pinpoint, Sydney Civil improved transparency for with clients, and demonstrated the strength of their stakeholder management and community engagement practices. This strategic shift not only reinforced trust and improved, their reputation, it also played a critical role in winning the City of Sydney contract, laying the groundwork for future urban development projects.
Effective stakeholder management and community engagement were key requirements in the City of Sydney’s tender process, and Sydney Civil excelled in both areas. The transparency and real-time insights provided by Consultation Manager allowed Sydney Civil to demonstrate their proactive approach in addressing community concerns and fostering strong relationships with stakeholders. This seamless ability to track, manage, and respond to feedback reinforced their reputation and trust with clients. Ultimately, it was this combination of effective stakeholder management and community engagement that played a pivotal role in securing their contract with the City of Sydney.
Contracts Manager Ahmad Mourad highlighted how Sydney Civil has built trust and reputation as an organisation from using an effective stakeholder management platform.
“For us, trust and reputation are built when clients such as the City of Sydney receives fewer complaints through their customer service channels, and instead hear positive feedback from the community,” Mourad explains. “We reinforce that trust by presenting reports and data to the council that demonstrate how we’ve achieved these outcomes.”
This transparency not only validates Sydney Civil’s client-focused approach—it reduces the burden on the client’s side, too.
“Fewer complaints mean our processes are working. Ultimately, our commitment to quality and customer service is reflected in how much clients rely on us to manage these relationships. We take work off their plate.”
Looking ahead, Mourad believes that combining Consultation Manager with a proactive engagement strategy, will continue to position Sydney Civil competitively in the market.
Mourad expressed confidence that utilising Consultation Manager, alongside their proactive engagement strategy, will enhance Sydney Civil’s capability to secure future contracts by demonstrating their commitment to stakeholder management.
