In civil construction, effective stakeholder management and community engagement are vital to the success of government infrastructure projects. For Sydney Civil, a leader in public domain upgrades and roadworks, streamlining these processes was a strategic priority. After facing limitations with their previous provider, Sydney Civil adopted Consultation Manager and Social Pinpoint to unlock greater efficiency, to expand their clientele, and to strengthen trust with both clients and the wider community.
From Inefficient Systems to Leading Solutions
Before transitioning to Consultation Manager and Social Pinpoint, Sydney Civil’s system was inefficient and time-consuming to operate. It diverted valuable resources from core responsibilities and led to delays and frustration for both the team and their clients. This included manual processes, such as 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.”
With multiple projects running simultaneously, Sydney Civil set out to find a more efficient stakeholder relationship management (SRM) system that could track community interactions, address concerns, and ensure compliance with local regulations.
Recognising the need for a more agile and integrated solution, Sydney Civil switched to Consultation Manager to centralise stakeholder data and streamline communication, alongside Social Pinpoint as their online engagement platform to enhance digital engagement and to keep residents more informed about upcoming infrastructure projects.
Streamlining Operations and Building Relationships
Since switching to Consultation Manager and Social Pinpoint, Sydney Civil has significantly improved their stakeholder data quality while also reducing the administrative work required to manage stakeholder relationships.
With 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, the organisation has created a dedicated online space for meaningful community engagement. Through project-specific pages—such as the ‘Crown Street’ and ‘George Street’ upgrades—residents can access updates, view progress photos, and submit feedback directly. This two-way communication fosters transparency and ensures the community remains well-informed throughout each project’s lifecycle.
Winning Trust and Securing Contracts
Sydney Civil’s transition to Consultation Manager and Social Pinpoint has transformed their stakeholder engagement approach. By streamlining operations and enhancing transparency, they’ve not only improved internal efficiency but also fostered trust and built stronger relationships with clients and communities. This ultimately played a pivotal role in winning the City of Sydney contract, laying the groundwork for future urban development projects.
Contracts Manager Ahmad Mourad noted, “Fewer complaints mean our processes are working. We reinforce that trust by presenting reports and data to the council that demonstrate how we’ve achieved these outcomes.”
A Model for the Future
Sydney Civil currently has over 20 active projects underway, continuing to set the standard in community-focused civil construction. The integration of Consultation Manager and Social Pinpoint has empowered Sydney Civil to deliver high-quality infrastructure projects while maintaining strong, transparent relationships with stakeholders and community members.
Looking ahead, Mourad believes that combining Consultation Manager with a proactive engagement strategy will further strengthen Sydney Civil’s competitive position and help secure future opportunities.
Want to dive deeper into Sydney Civil’s digital transformation journey?
Click here to read the full case study.
