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Case StudyPublic Disclosure Authorized © 2024 International Bank for Reconstruction and Development/The World Bank1818 H Street NW, Washington DC 20433Telephone: 202-473-1000; Internet:www.worldbank.org Standard Disclaimer This work is a product of the staff of The World Bank. The findings, interpretations,andconclusions expressed in this work do not necessarily reflect the views of the ExecutiveDirectors of The World Bank or the governments they represent. The World Bank does notguarantee the accuracy of the data included in this work. The boundaries, colors, denominations,and other information shown on any map in this work do not imply any judgment on the part ofThe World Bank concerning the legal status of any territory or the endorsement or acceptanceof such boundaries. The material in this work is subject to copyright. Because The World Bank encouragesdissemination of its knowledge, this work may be reproduced, in whole or in part, fornoncommercial purposes as long as full attribution to this work is given. Attribution Please cite the work as follows: Erica Piber and Helene Pfeil. 2024. “Restoring a Princess: Insightsfrom Stakeholder Engagement in the Sint Maarten Airport Terminal Reconstruction Project.”© World Bank. Translations If you create a translation of this work, please add the following disclaimer along with theattribution: This translation was not created by the World Bank and should not be consideredan official World Bank translation. The World Bank shall not be liable for any content or error inthistranslation. Adaptations If you create an adaptation of this work, please add the following disclaimer along with theattribution: This is an adaptation of an original work by The World Bank. Views and opinionsexpressed in the adaptation are the sole responsibility of the author or authors of the adaptationand are not endorsed by The World Bank. All queries on rights and licenses, including subsidiary rights, should be addressed to World BankPublications, The World Bank Group, 1818 H Street NW, Washington, DC 20433, USA;fax: 202-522-2625; e-mail:pubrights@worldbank.org. Cover Image:Adobe Stock Table of Contents AcknowledgementsIV 3Challenges6 Navigating visual and technical challenges of reconstructing an operating airport..................6Managing stakeholder expectations in large-scale infrastructure projects.................................7 4Emerging Lessons to Engage with a Diverse Stakeholder Matrix10Integrating stakeholder suggestions into project design and implementation..........................10Offering the airport community the opportunity to “come and see for themselves”................12Thinking outside the box: developing creative and innovative communicationproducts, accessible to a wide audience..............................................................................................12Documenting stakeholder engagement and press coverage carefully.........................................13Ensuring that the airport community was ready for the change...................................................14Organizing user testing sessions with citizens...................................................................................14 6Image Credits17 List of Figures Figure 1.Stakeholders identified in the project’s stakeholder engagement plan.............................4Figure 2.Stakeholder engagement channels used under the project..................................................5Figure 3.Timeline of significant events and milestones from hurricane Irmato November 2024.........................................................................................................................8Figure 4.Requests voiced by the airport community............................................................................11 List of Boxes Box 1.Key project details..........................................................................................................................2Box 2.Key takeaways from the airport terminal reconstruction project.....................................9Box 3.Positive tone in external communications, following a customer’s suggestion.............11 Acknowledgements This case study was written by Erica Piber (Senior Social Development Specialist) andHelenePfeil (Social Development Consultant) of the World Bank. Invaluable contributions wereprovided by the Princess Julianna International Airport Operating Company (PJIAE) and itsProject Management Unit (PMU), who actively engaged in the drafting,