Identify project stakeholders and their affiliations to fully understand and address their concerns and interests. Allows managers to see all the activities related to a stakeholder and to build a full picture of the stakeholder map.
Through engagement activities, the process becomes proactive rather than reactive, allowing business teams to manage potential concerns. With commitment management it is possible to manage expectations throughout the project lifecycle.
Track interactions between company representatives and external stakeholders from first contact to site closure. Facilitates follow-up on consultation outcomes such as raised issues, grievances or commitments.
For companies, incorrect identification of Stakeholders, poor monitoring of commitments, activities and meetings can lead the loss of a social license to operate.
Fortunately, organizations can systematically monitor the quality of their relationship with Stakeholders by standardizing their processes through the implementation of an information management system. This system must be kept up to date and improved through the strengthening of company staff, resources and documentation, as well as thought optimizing performance and improving data quality.
Any project, big or small, has the potential to create disruptions or discomforts to people living in its vicinity. If this cannot be avoided, communication channels should be opened in order to hear and consider what people are saying and concerned about1. Unanswered issues and complaints can degenerate and escalate into grievances, strikes, and protests that can disrupt project activities. An effective grievance system can help avoid, or at least minimize, such disruptions and contribute to good neighbourly relations.
This paper examines some guiding principles taken from the International Finance Corporation’s Good Practice Notes document entitled “Addressing Grievances from Project Affected Communities” and other sources to define what a good grievance system is. It also draws upon the experience of our Borealis specialists to illustrate certain points, as they are constantly crisscrossing the world helping clients to successfully implement CSR solutions through the use of our Information Management Systems.