Identifying, Recognising and Understanding Core and Peripheral Stakeholders, Their needs and Wants.Bill BurkeChief ExecutiveMildura Airport Pty Ltd0401 992 496bill.burke@milduraairport.com.au

Successful Stakeholder and Community Engagement

Mildura Airport is a key Transport infrastructure facility in the North West of Victoria serving parts of 3 States.The catchment of Mildura Airport is impossible to clearly define, but generally is considered a 200k radius.The Asset is owned and was operated, by Mildura Rural City Council till January 1st 2009 when the control of the asset was transferred to Mildura Airport Pty Ltd under the umbrella of a lease agreement and an Operations and Management agreement,

Introduction

That structure is proving to be very effective in day to day operations.

Decuiosion making is simple and commercial under the control of a diligent and commercially “Savvy”Board of Directors.

History

� Mildura Airport was established in early 1940’s as No 2 Operational Training Unit for RAAF to give advanced training to Pilots converting to Spitfire, Mustang , Kitty hawk fighters and twin engine types for heavier operations.

� Through a succession of transfer to Depot Civil Aviation, Shire of Mildura and Rural City of Mildura, it is now operated by Mildura Airport Pty Ltd, a company formed to operate the facility on behalf of the Council and community

Regional Airports

� Critical, not optional infrastructure for remote Regional Communities.

� People and Businesses located in these areas rely on airports for fast transport connections with the outside world.

� Regional Aviation is a critical function, but lacks formal funding structure from the various levels of Government.

� Opportunities are limited and must be optimised.� Airport Operator needs to identify and engage Airport

and Community stakeholders.

Do you REALLY understand your airport and what makes it tick

� Regional Airports may struggle to meet long term funding demands for future growth and the airport contribution to Community amenity must be identified and factored in.

� To optimise return it is essential to get to know the asset. � Intimate knowledge of dynamics of the arrangements

with Operators, Tenants, licensees, service providers and all other users and occupiers of the facility

� Consider your immediate and peripheral Stakeholders and who they REALLY are.� Aviation Related� Airlines

� Passengers, friends and associates.� Cargo Operators� Ground Handling Agents.

� Charter and GA Operators� Regulators

� OTS CASA � Air Services

� Concessions and Patrons� Lease Holders and occupiers of Landside areas.� Local Business deriving business from Airport

operations and Infrastructure.� Police and Emergency Services

What are the arrangements with those parties

Purely commercial, Professional Ora ‘partnership’ whereby each party gives something for the greater good of the Community AssetPartnershipsThe buzz word with many parties, particularly the Airlines at the moment is “ Partnering and Partnerships” but do and can, they really exist in a simple form or even at all in the Airport environment.Partnerships by their very definition are arrangements where separate entities join forces to achieve a common goal.The challenge in the Airport environment to the Partnering concept is that the “partners” are running independent businesses where the needs are somewhat conflicting.Airport needing to maximise return on the asset investment and develop reserves to provide for future development and repairs and Maintenance.Airlines seek to achieve the lowest cost of operations to and from the facility

� Understand and appreciate the Community attitude towards the Airport?

� What do they expect. � Study community likes, dislikes, wants and

expectations?� Understand your users wants and needs?

Differentiate between the two� Understand your responsibilities and

requirements as an Airport Operator � Examine the Assets� Structure policies and practises so transmit a

clear and unqualified statement of performance and behavioural expectations?�Terms and conditions of Operations�Apron and Bay parking policy etc

� Detailed health check required.� Community judgement is largely based on perceptions

of convenience, service and amenity and will be influenced by� Terminal Amenity.� Is terminal a monument or a functioning structure.

Too many “Monuments”� What life is left for it?� Examine busy hour and queue time and queue

length considerations.� What will happen if/when jet services are

introduced.� Too many Airport terminals are monuments that do

not reflect functional need. What can be done to improve within building footprint.

� Car Parking.�Ease of access, �Proximity and ease of access to terminal.�Parking controls and time zones.�Paid Parking �What happens to the proceeds?

CommunicationsOne of the most vital and valuable tools for the Regional

Airport is a well developed and robust communications strategy.

Most communities and especially so in Rural Communities, like to know what is happening at “Their” Airport.

Rural communities adopt a proprietary interest in their Airport and can be supportive or highly critical of activities based on their level of knowledge.

There is no single “Right” way to communicate and all the available media should be used.

Rural Media outlets usually have a thirst for stories and there is usually no problem getting them to run a local interest story, particularly if other new is a bit thin.

� Electronic media is ideal and most people today are I.T aware if not knowledgeable and getting a regular newsletter out via email is a relatively simple task.

Objectives and Outcomes.At the end of the day we are looking to achieve a stable

happy and positively focussed Airport Community and environment supported by the local community and the Airlines and operators that service.

The success of the outcomes will be readily determined by community reaction and

� QUESTIONS.