Decision Making Process with More than 400 Stakeholders: How to Manage Resistance to Change

Transcription

1 Decision Making Process with More than 400 Stakeholders: How to Manage Resistance to Change International Downtown Association 2013

2 Table of content Plaza Saint-Hubert and its marquee Similar cases in Canada Local context Proposed approach Information Discussion Decision-making Next steps What have we learned : the do s and don ts of a collective process in decision-making

3 Plaza Saint-Hubert and its marquee An association of business owners created in 1981, on Saint-Hubert street in Montreal, in the Rosemont- La-Petite-Patrie borough 400 members Promotes the commercial development and the notoriety of the street Best known for its specialized niches and its marquee

4 Plaza Saint-Hubert and its marquee

5 Plaza Saint-Hubert and its marquee The marquee was created 30 years ago Collaborative project between the Quebec Government, the City of Montreal and Plaza Saint-Hubert A response to the growing pressure and competition from the shopping centres in and around Montreal Presently the marquee is under the responsibility of the borough Plaza Saint-Hubert spends around $ a year to maintain it 2012 : should the marquee be maintained or demolished?

6 Similar cases in Canada Rideau Street in Ottawa, Canada (built 80 s, removed 90 s) Mail Saint-Roch in Québec, Canada (built 70 s, removed 90 s) Wellington Street in Sherbrooke, Canada (built 80 s, removed 90 s) All marquees were removed because of safety and cleanliness issues as well as a decrease in foot traffic and turnover

7 Local context Infrastructure work needed on the street (aqueduct and sewers) Nuisance associated to the aging marquee important maintenance work needed Highly publicised subject (radio, newspapers, public standpoint) Symbolic value, part of the local heritage

8 Local context Executive summary of the Strategic Plan Priorities for 2013 are as follows : Public domain, including cleanliness, reception and prevention, the marquee and the infrastructure; Cultural, artistic and commercial events; Image and identity, including beautification and positioning

9 Proposed approach A collective approach to decision-making involving Plaza Saint-Hubert, the borough, the merchants and the building owners as well as the residents / customers Involvement of Convercité, a non profit organization based in Montreal and specialized in public consultation in urban projects

10 Proposed approach 3 steps : 1.Inform (What is the current situation with the marquee? What do the merchants, the clients and the residents think of it? Do they have any suggestions?) 2.Discuss (What do the merchants think, what are the options & the consequences?) 3.Decide (Which option is favourable to all?)

11 Proposed approach - INFORM INFORM 147 surveys completed with on-street clients 150 surveys completed with non-client residents 99 surveys completed with merchants of the street (1/3 of these merchants are building owners)

12 Proposed approach - INFORM RESULTS ON-STREET CLIENTS The majority of our clients (81%) use active or public transport

13 Proposed approach - INFORM RESULTS ON-STREET CLIENTS 100% 90% 80% 70% 60% 50% 40% In your opinion, what should be done with the marquee? 46% 38% 84 % of clients want the marquee to remain 30% 20% 10% 2% 5% 2% 7% N=14 7 0% Demolish Partially demolish Keep Renovate Other Don't know

14 Proposed approach - INFORM RESULTS NON CLIENT RESIDENTS N=150 Do you know that there is a marquee on Plaza Saint-Hubert? 14% 86% Yes No 86 % of non client residents know that there is a marquee on Plaza Saint- Hubert

15 Proposed approach - INFORM RESULTS NON CLIENT RESIDENTS 71 % of non client residents think the marquee is an attractive feature of the Plaza

16 Proposed approach - INFORM RESULTS NON CLIENT RESIDENTS 80% 70% 60% 50% 40% 30% 20% 10% 0% In your opinion, what should be done with the marquee? 7% 1% 36% 15% 6% 35% 51 % of non client residents think the marquee should remain N=150

17 Proposed approach - INFORM RESULTS BUSINESSES 60% 50% 40% 30% 20% In your opinion, what should be done with the marquee? 54,8% 34,4% 17,2% 89 % of businesses want the marquee to remain 10% 2,2% 3,2% 5,4% N=93 0% Demolish Partially demolish Keep Renovate Don't know Other

18 N=88 Proposed approach - INFORM RESULTS BUSINESSES 100,0 90,0 80,0 70,0 60,0 50,0 40,0 30,0 20,0 10,0,0 In your opinion, what do your clients think should be done with the marquee? Demolish,0,0 Partially demolish 61,4 21,6 17 Keep Renovate Don't know Other 7,9 83 % of businesses state that their clients want the marquee to remain

19 Proposed approach - DISCUSS Following the results of the surveys, it was surprisingly and unanimously decided to maintain the marquee A landscape architect was contacted to determine three development options for the street which all included the marquee The options were discussed with all of the merchants and building owners

20 Proposed approach - DISCUSS Planning goals for the options Improve client experience Make street safer and more livable for the different users Improve the aesthetics of the marquee and integrate it in its environment Improve the visibility of the signs and enable shop owners to distinguish themselves Include sustainable development principles

21 Proposed approach - DISCUSS Option 1 paint the marquee, remove the wire netting, install a snow gard

22 Proposed approach - DISCUSS OPTION 1

23 Proposed approach - DISCUSS Option 2 option 1 + integrated lighting system, pigeon control system, planting, street width revised

24 Proposed approach - DISCUSS OPTION 2

25 Proposed approach - DISCUSS Option 3 option 2 + street markings, rain water drainage, width of sidewalks revised to go from a traditional two lane street to one lane with a drop zone

26 Proposed approach - DISCUSS OPTION 3

27 Proposed approach - DISCUSS A special assembly was held in December 2012 to present the 3 options to the merchants and building owners and to have an open discussion about the best one for all An experts panel, composed of a landscape architect and a Professor in urban planning, was invited to react and comment on these options and answer any questions

28 Proposed approach - DECIDE In March 2013, during the annual assembly of Plaza Saint-Hubert, the merchants and building owners were asked to decide on a final option It was decided between Plaza Saint-Hubert, the merchants and the borough to choose option 3 for the development of the street

29 Next steps Infrastructure financing OK Landscaping financing ongoing Vehicular traffic impact study ongoing but preliminary results show that the proposed street transformation is feasible Plans and cost estimate to be developed Work schedule and final concept to be presented to the merchants Beginning of construction work

30 What have we learned? DO Respect the sequence INFORM DISCUSS - DECIDE Make sure you have all of the necessary information before starting to consult people Spread the word (newspapers, social media, etc.)

31 What have we learned? DO Involve the people as soon and as much as possible and in every step of the process Get all of the support you can from the municipal administration and involve them in every step of the process

32 What have we learned? DON T Rush decision-making Let perceptions lead the discussion Use the media as a negotiating tool