Kyiv Urban Mobility Project Stakeholder Engagement Plan (SEP) Kyiv City State Authority April 2021 (draft) i Table of Contents 1. INTRODUCTION .............................................................................................................. 1 1.1. Project Background .................................................................................................... 1 1.2. PROJECT DESCRIPTION......................................................................................... 2 1.2.1 Urban Mobility Project Objective ........................................................................... 2 1.2.2. Project Components ............................................................................................. 2 1.3. Purpose and objectives of SEP .................................................................................. 4 1.4. Principles of Effective Stakeholder Engagement......................................................... 5 2. REGULATORY CONTEXT ............................................................................................... 5 2.1. Ukrainian Legislation .................................................................................................. 5 2.2. World Bank Requirements .......................................................................................... 6 2.3 Gap Analysis between National Legislation and World Bank ....................................... 7 3. SUMMARY OF STAKEHOLDER ENGAGEMENTS .......................................................... 8 3.1 Consultations with Stakeholders .................................................................................. 8 3.2 Focus Groups and Interviews with Project-Affected Parties ......................................... 9 3.3 Focus Groups and Interviews with Vulnerable Groups............................................... 11 3.4 Engagements with NGOs .......................................................................................... 12 4. STAKEHOLDER IDENTIFICATION AND ANALYSIS ...................................................... 12 4.1. Identification of Stakeholders .................................................................................... 12 4.2. Stakeholder Interest and Influence ........................................................................... 15 4.3. Summary of Stakeholder Needs ............................................................................... 17 5. STAKEHOLDER ENGAGEMENT PROGRAM ................................................................ 21 5.1 Engagement Methods to be Used.............................................................................. 21 5.2 Stakeholder Engagement Plan .................................................................................. 22 5.3 Proposed Information Disclosure Approach ............................................................... 24 5.4. Roles and Responsibilities and Budget ..................................................................... 25 6. GRIEVANCE REDRESS MECHANISM .......................................................................... 25 6.1. Objective of the GRM Mechanism ............................................................................ 25 6.2. Grievance Investigation and Resolution Process ...................................................... 25 6.3. Awareness Building .................................................................................................. 26 6.4. Roles and Responsibilities for GRM ......................................................................... 26 6.5. Monitoring and Reporting on GRM Implementation .................................................. 27 REFERENCES ................................................................................................................... 28 ANNEX 1 – GRIEVANCE/INQUIRY RECORD .................................................................... 29 ANNEX 2 – Registry of Stakeholder Engagements and Feedback RECEIVED ................... 30 ANNEX 3 – report on the focus groups and interviews ........................................................ 31 i ABBREVIATIONS AND ACRONYMS CPF Country Partnership Framework ECA Europe & Central Asia ESF Environmental and Social Framework ЕSIA Environmental and Social Impact Assessment ESMF Environmental and Social Management Framework GRM Grievance Redress Mechanism KCSA Kyiv City State Administration M&E Monitoring & Evaluation MOF Ministry of Finance MoTC Ministry of Transport NGO Non-Governmental Organization PDO Project Development Objective PMU Project Management Unit SEP Stakeholder Engagement Plan TA Technical Assistance TOR Terms of Reference TRR Troieshchyna Rapid Transit USD United States Dollar WB World Bank ii 1. INTRODUCTION 1.1. Project Background • Kyiv experiences growing population and increasing demand for public transport. Kyiv covers an area of more than 835 km2 and is developing its culture, policies, and strategies to reflect a European-looking Ukrainian market economy. Kyiv is growing both spatially and economically, which has increased pressure on legacy transport systems. Approximately 500,000 people regularly commute on a daily basis to the capital either for work, education, or other purposes. As the city continues to grow, it is experiencing rising levels of private car ownership and use as well as increasing pressure on public transport, which is at or near full capacity. The public transport network has not changed much since independence beyond continuous extension of metro lines, which in turn has exacerbated crowding. New trolleybus lines have been constructed recently, but in many cases, these have replaced tram lines that suffered from dilapidated infrastructure and correspondingly deteriorating competitiveness. • Major gaps in planning and barriers to implementing investments in new mass transit systems are degrading urban mobility in Kyiv. Kyiv has a master plan that identifies proposed mass rapid transit routes as well as enhancements to major transport infrastructure such as roads and bridges. However, the configuration of these elements substantially dates from the late 1980s. Updates to the master plan have not kept pace with Kyiv’s transformation since transition such that the relevance of historic plans is questionable. Importantly, gaps in the planning process are not entirely technical and reflect a complex political economy related to land development, institutional bottlenecks, and the influence of powerful stakeholders. Kyiv’s track record of investment since transition is similarly mixed. Extension of existing metro lines has continued at steady pace – even during periods of crisis and severe fiscal constraint. However, the incremental benefit of longer metro lines is limited due to crowding constraints and the need for enhanced connectivity in Kyiv’s urban core. The development of additional capacity for mass rapid transit is particularly critical to addressing burgeoning traffic congestion, deteriorating air quality, increase in travel time and costs, increase in road traffic crashes and casualties, and loss of productivity. • Mobility and access are key challenges that constrain economic development in sections of Kyiv and disproportionately affect lower income households, persons with impaired physical mobility, women, and youths. Spatial disparity with respect to household income levels is clearly visible in Kyiv. Lower income levels – and lower car ownership levels - are predominantly found in Troieshchyna and Dniprovs’kyi to the east of the city center, on the Left Bank of the Dni pro river; to the south of the city in Khodosivka, Pidhirtsi and Romankiv; and on the western periphery of the city in Svyatoshyns’kyi. These areas also correspond to lower accessibility levels – a trip by public transport between Troieshchyna and the center of Kyivtakes takes on average from 90 to 120 minutes. In addition, most of the transport users from these areas make in average at least one transfer, which leads to additional travel costs due to the lack of fare integration and further challenges persons with impaired mobility given the absence of improved interchange facilities. Similarly, private marshrutkas often do not accept passengers benefiting from concession fares, implying that elderly and students have either to pay or to wait for extended periods of time. However, elderly and students are the two categories with the largest share of public transport users, and therefore more likely to be affected by the lack of accessibility: around 72% of students and 68% percent of elderly reported to regularly use public transport in Kyiv. • The World Bank Support to the Urban Transport Sector in Kyiv. In 2016 the World Bank took stock of Kyiv’s urban transport system and published the “Sustainable Urban Transport for Kyiv� 1 report that examined strengths and weaknesses along with proposed strategies for optimizing transport in Ukraine’s capital. A key finding of this work was that the service quality offered by Kyiv’s public transport system has declined due to the lack of investments and lack of responsiveness to the city’s spatial and economic changes. Underlying these outcomes have been institutional deficiencies in preparing technically sound projects that are able to intersect with available financing and funding. Based on this study and the Kyiv city mobility priorities, the World Bank initiated the Urban Mobility Project to address some of the existing institutional gaps identified in the study and provide much- needed investment to enhance the urban mobility in the Ukrainian capital. 1.2. PROJECT DESCRIPTION 1.2.1 Urban Mobility Project Objective The Project Development Objective is to improve urban mobility and accessibility and to strengthen Kyiv City State Administration’s capacity to plan and implement investments in public transport. The project is also well-aligned with Focus Area 1 of the Country Partnership Framework (CPF) “Making markets work�, tackling the issue of inadequate and ineffective infrastructure, lack of effective public investment management, and slow pace of reforms in the infrastructure sectors. The competitiveness of the Ukrainian economy also depends on the performance of the transport sector in its capital to support jobs creation and human capital increase through better accessibility to education and health. 1.2.2. Project Components This SEP is prepared to address ESS 10 and to provide a framework for appropriate stakeholder consultation and information disclosure for the activities proposed under the KUMP Project. As for date of this SEP preparation, the KCSA considers different variants for the alignment (Saksaganskogo or Zhilyanska str.) and have not initial technical design reconstruction of Vokzalna square therefore this document prepared taking into account all possible alignment options and impacts which may appear during project implementation. The Project route spans about 4 km through urban landscape of the city center. There are no crossings with natural or man-made green areas (only singular trees on the side of the roads), water bodies, complex geological forms. Both streets considered for the alignment of the tram line are presently one- way streets with 4-5 lanes and pedestrian sidewalk on both sides. Far out lanes on both sides are usually used for parking of private cars. Streets have both residential and office buildings, numerous small businesses (pharmacies, barber shops, restaurants and cafes, press, parking lot etc.). There are multiple utility service lines of communal infrastructure pipes (telecommunication, water supply, sewage, district heating etc.) under the streets and their exact placement and available space will influence the choice of final alignment of the tram line. The tram line would end at Shota Rustaveli street. It also includes the main city center (Vokzalna square) is a central interchange hub, connecting the rail station, metro, buses, taxis and private cars. Vokzalna square is placed on a hill, with a small green area in the middle of it. It’s a very busy transport hub with poor traffic management overall, resulting in traffic 2 jams and bad air quality. The square is comprised with many formal and informal business and trading entities and vendors. The Kyiv Urban Mobility Project will deploy an Investment Project Finance (IPF) loan from IBRD to the Kyiv City State Administration (KCSA) to finance two components. Detailed descriptions of each component are as follows: The project will finance two complementary components. Component 1 “Borshchahivka Rapid Tram extension & Vokzalna Square enhancement� aims at an achievable and highly important improvement in urban mobility that would build KPT and KCSA’s implementation capacity so that larger, more ambitious projects become increasingly within reach. Component 2 “Strengthening Kyiv’s transport planning systems� will finance improvements to KCSA’s capabilities for transport planning. Together these interventions are meant to prepare KCSA for further initiatives aimed at transforming urban mobility in Kyiv. The project will also include a Contingency Emergency Response Component that will initially have a US$ 0 allocation as a standby option for responding to emergency situations if a need arises. Detailed descriptions of each component follow below. Component 1: Borshchahivka Rapid Tram extension & Vokzalna Square enhancement (US$ 35.91 million) The project will extend the Borshchahivka Rapid Tram and upgrade Vokzalna square. Under Component 1, the project would finance extension of the Borshchahivka Rapid Tram from its current terminus outside of Vokzalna Square with a new station and turning loop within Vokzalna Square and on to a point near Palats Sportu metro station (approximately 3.5 route-km). In parallel, the project will finance an overall masterplan for Vokzalna Square and a first phase of infrastructure upgrades with a focus on segregating pedestrians from vehicular traffic, improving passenger amenity, and eliminating barriers that affect persons with disabilities. Specific activities that would be financed under Component 1 include: As part of the Borshchahivka Rapid Tram extension: i. Field-based utilities validation and a flood risk assessment for Borshchahivka Rapid Tram’s extended alignment; i. Detailed design and tender documentation for Borshchahivka Rapid Tram extension; and ii. Civil works for the extension of the Borshchahivka Rapid Tram tracks totaling approximately 8 track-km (3.5 km route-km in addition to a turning loop in Vokzalna Square). As part of the Vokzalna Square upgrade: i. Development of the Vokzalna square master plan and a phasing program for upgrades; ii. Vokzalna Square phase 1 engineering design; iii. Accessible pavers and vehicle waiting / drop-off areas; iv. Passenger coverings at interchange points; v. Accessibility upgrades along passenger interchanges; and vi. Creation of a passenger amenity area. Elements common to both the Borshchahivka Rapid Tram extension and Vokzalna Square upgrade: i. Accessibility audits to inform planning, design and post-completion assessment activities; ii. Supervision of civil works (via a consultancy contract); and iii. Civil works contingency, to be deployed as needed for project delivery. 3 Component 2 - Strengthening Kyiv’s transport planning systems (US$ 1.70 million) This component will finance technical assistance activities to support incremental expenses for project delivery and to strengthen KCSA’s transport planning systems. Areas of focus include upgrades to the Kyiv Urban Mobility Model (i.e. the city’s travel demand model), analytics to inform city -wide public transport fares policy, accessibility standards for common public transport works. Specific items that Component 2 will finance include: i. IT upgrades for KPT, the Urban Development and Architecture Department, and Master Plan Institute; ii. Surveys, gender disaggregated data collection, and updates to Kyiv’s transport model and master plan; iii. Training and skills development for KPT, the Urban Development and Architecture Dept., and Master Plan Institute; iv. The development of a revised fares policy for Kyiv Public Transport; v. The development of accessibility design guidelines for public transport works that meet "Design for All" principles; vi. Consultancy support for KPT and other entities with responsibility for project implementation; vii. Mobilization of additional public reporting for transport systems in Kyiv; and viii. Procurement and financial management support for KPT. Contingent Emergency Response (IBRD US$ 0 million) This zero-dollar component is designed to provide swift response in the event of an eligible crisis or emergency, by enabling the Government of Ukraine to request the World Bank to reallocate project funds to support emergency response and reconstruction. An Emergency Response Manual (“ERM�) shall be prepared by KCSA, which will specify implementation arrangements for th e component, including its activation process, roles and responsibilities of implementing agencies, a positive list of activities that may be financed, environmental and social aspects, and fiduciary arrangements. 1.3. Purpose and objectives of SEP The purpose of the SEP is to provide a framework for appropriate stakeholder consultation and information disclosure in the context of the Urban Mobility Project which meets both the Ukrainian legislation and World Bank ESF requirements. The goal of the SEP is to facilitate project decision- making by involving project-affected people and other stakeholders in a timely manner so that these groups are provided enough opportunity to voice their opinions and concerns to shape both the design and implementation of the project to incorporate those concerns. The overall objectives of SEP as stated in the ESS-10 are to: • To identify the roles and responsibility of all stakeholders and ensure their participation in the complete project cycle. • Establish a systematic approach to stakeholder engagements that will help the KUMP identify stakeholders and build and maintain a constructive relationship with them, especially with project-affected parties. • Assess the level of stakeholder interest and support for the project and to enable stakeholders’ views to be considered in project design and environmental and social performance. • Promote and provide means for effective and inclusive engagement with project- affected parties throughout the project life cycle on issues that could potentially affect them. 4 • Ensure that appropriate project information on environmental and social risks and impacts is disclosed to stakeholders in a timely, understandable, accessible, and appropriate manner and format, taking special consideration for the disadvantaged or vulnerable groups. • Provide project-affected parties with accessible and inclusive means to raise issues and grievances and allow the KUM Project to respond to and manage such grievances. 1.4. Principles of Effective Stakeholder Engagement The project’s Stakeholder Engagement Plan (SEP) shall be informed by a set of principles defining its core values underpinning interactions with identified stakeholders. Common principles based on “International Best Practice� include the following: • Commitment is demonstrated when the need to understand, engage and identify the community is recognized and acted upon early in the process. • Integrity occurs when engagement is conducted in a manner that fosters mutual respect and trust. • Respect is created when the rights, cultural beliefs, values and interests of stakeholders and affected communities are recognized. • Transparency is demonstrated when community concerns are responded to in a timely, open and effective manner. • Inclusiveness is achieved when broad participation is encouraged and supported by appropriate participation opportunities. • Trust is achieved through open and meaningful dialogue that respects and upholds a community’s beliefs, values, and opinions. 2. REGULATORY CONTEXT 2.1. Ukrainian Legislation Ukraine has the following legislation related to citizen/stakeholder engagement which covers both the right to access information and participation in policy development and decision-making: • Access to Information Legislation, Guidelines and Practices The Constitution of Ukraine guarantees the right to access for information for Ukrainian citizens (article 34, paragraphs 2 and 3). The Laws #2939 ‘On Access to Public Information’, #2657 ‘On Information’, and #183 ‘About state secret’ provide the regulatory framework for access to various types of public information. According to the Law ‘On Access to Public Information, information held by public authorities cannot be restricted, unless it is categorized as confidential, secret, or for internal use only. The restrictions must follow the ‘three-part test’ (tryskladovyi test) of public information, as stipulated in Article 6, paragraph 2. The Law mandates public institutions to create structural units or appoint freedom of information officers. The Law assigns the monitoring functions to the Secretariat of the Ukrainian Parliament Commissioner for Human Rights (Ombudsman’s Office). The violation of the right to request and obtain information to citizens is punishable by fines while the refusal to provide access for journalists in their work can be punished by a fine, or 3 years’ imprisonment (Article 171 of the Criminal Code). On the other hand, the punishment for revealing a state secret can reach up to 5 years’ imprisonment. In the Council of Europe’s assessment, the access to information legislation in Ukraine is advanced and well developed. However, some drawbacks still exist which are accounted for primarily by the public servants’ lack of knowledge of the legal requirements and how to put them into practice. Another 5 problem is that the responses provided are often of poor quality, incomplete or delayed. Finally, the administrative fees are somewhat high which disincentivize citizens from seeking information. • Ukrainian Citizen Engagement Legislation The procedures for public for public consultation are described in several government regulations: Regulation # 996 ‘On the Procedure for Consulting the General Public on Establishing and Implementing the Public Policy which specifies the form and methods for public consultations and distinguishes between direct consultations, such as conferences, meetings, seminars, web conferences, and indirect forms, such as public surveys. Regulation #234 as of April 8, 2015 spells out the specific procedures for conducting surveys and opinion polls by government executive bodies with the involvement of the local council. The results of the opinion poll should be published on the official website and should indicate the authors of the research, methods, conclusions, and proposed solutions. The regulation allows public authorities to contract outside research organizations, individuals and think tanks to conduct the opinion polls and surveys. Regulation #976 ‘On the Procedure of Civic Expertise of the Activities of the Executive Bodies’ mandates public authorities to conduct consultations with the public at the request of NGOs, trade unions, public associations, employers and representatives of local administrative bodies. Finally, The Law on Local Self-Government (articles 4, 8, 13) is the main document that regulates the involvement of the general public at the local level. • Ukrainian Complaints Mechanisms Law #393 ‘On Citizens’ Appeal’147 defines (Article 3, paragraph 4) and regulates (Articles 16-19) the application of complaints mechanisms. Both national and local authorities are obliged to objectively consider citizens’ complaints, to compensate citizens for any breach of their rights and to provide justification for any decision taken in the examination of complaints. The violation of the abovementioned Law leads to the disciplinary, administrative or criminal liability of the public officials. An increasing number of public authorities, regional and city administrations develop online mechanisms for the submission of complaints/grievances by citizens with emerging best practice examples, such as the city of Odessa. In addition, Law #393 ‘On Citizens’ Appeal’ defines (Article 23-1) the legal concept of electronic petition, the procedure for its submission and consideration. Citizens can apply to public authorities, local government with electronic petitions through the official website of the body to which it is addressed, or the website of a public association that collects signatures in support of the electronic petition. The electronic petition must state the essence of the petition, must state the name, first name, patronymic of the author (initiator) of the electronic petition, e-mail address. The website of the relevant body or public association that collects the signatures must always indicate the date on which the collection of signatures began and the total number and list of persons who signed the petition. 2.2. World Bank Requirements The World Bank’s Environmental and Social Framework (ESF)’s Environmental and Social Standard (ESS) 10 “Stakeholder Engagement and Information Disclosure�, recognizes ‘the importance of open and transparent engagement between the Borrower and project stakeholders as an essential element of good international practice’. Specifically, the requirements set out by ESS10 are the following: • Borrowers will engage with stakeholders throughout the project life cycle, commencing such engagement as early as possible in the project development process and in a timeframe that enables meaningful consultations with stakeholders on project design. The nature, scope and 6 frequency of stakeholder engagement will be proportionate to the nature and scale of the project and its potential risks and impacts. Borrowers will engage in meaningful consultations with all stakeholders. • Borrowers will provide stakeholders with timely, relevant, understandable, and accessible information, and consult with them in a culturally appropriate manner, which is free of manipulation, interference, coercion, discrimination, and intimidation. The process of stakeholder engagement will involve the following, as set out in further detail in this ESS: (i) stakeholder identification and analysis; (ii) planning how the engagement with stakeholders will take place; (iii) disclosure of information; (iv) consultation with stakeholders; (v) addressing and responding grievances; and (vi) reporting to stakeholders. • The Borrower will maintain and disclose as part of the environmental and social assessment, a documented record of stakeholder engagement, including a description of the stakeholders consulted, a summary of the feedback received and a brief explanation of how the feedback was considered, or the reasons why it was not. • A Stakeholder Engagement Plan proportionate to the nature and scale of the project and its potential risks and impacts needs to be developed by the Borrower. It must be disclosed as early as possible, and before project appraisal, and the Borrower needs to seek the views of stakeholders on the SEP, including on the identification of stakeholders and the proposals for future engagement. If significant changes are made to the SEP, the Borrower must disclose the updated SEP. According to ESS10, the Borrower should also propose and implement a grievance mechanism to receive and facilitate the resolution of concerns and grievances of project-affected parties related to the environmental and social performance of the project in a timely manner. 2.3 Gap Analysis between National Legislation and World Bank The table below provides a brief analysis of the gaps and differences between the Ukrainian national legislation and World Bank requirements and details how these gaps will be addressed under the project. Table 1: Gap Analysis between the Ukrainian Legislation and World Bank Ukrainian legislation World Bank Project The Ukrainian legislation does not provide Consultations with stakeholders The project will carry out a provision for the development of a specific and public involvement are an comprehensive consultative stakeholder engagement plan for public integral part in the development process with Project Affected consultations. and implementation of the SEP Persons, local and state authorities, other stakeholders as being required through public disclosure meetings, individual consultations, and public consultations The Ukrainian legislation have provisions The World Bank ESF10 allows the The project will employ the that allow citizens to make complaints and option of anonymous provision of WB standard and allow grievances, but these provisions do not allow grievances anonymous submission of anonymity. grievances and complaints. 7 The Ukrainian legislation does not have The ESF10 specifically provides The SEP under the project will special provisions to address the concerns of for the identification and identify affected vulnerable the vulnerable groups during the engagement with the vulnerable persons and engagement consultation process groups that might be affected by mechanisms to ensure that the project to ensure that these their voice is heard, and the groups also benefit from the concerns are addressed to the project activities. extent possible by the project. The Ukrainian legislation does not have According to the ESS 10 and ESS The Project specific GRM will provisions to establish a Project specific 2 the Project specific GRM should be established for all GRM. be established and be easily stakeholders at each stage of acceptable for all stakeholders at the Project including GRM for each stage of Project. the Contractor’s workers. 3. SUMMARY OF STAKEHOLDER ENGAGEMENTS 3.1 Consultations with Stakeholders Precautionary approach was taken in stakeholder engagement activities to minimize the risk of COVID- 19 transmission, following the Bank’s Technical Note: Public Consultations and Stakeholder Engagement in WB-supported operations when there are constraints on conducting public meetings. The stakeholder consultations were carried out by Kyivpastrans from March 13 up to April 24, 2020. Due to the national quarantine introduced by the Government of Ukraine on March 12,2020 engagement was organized through online tools. Kyivpastrans has disclosed information via different channels of communication tailored for each group of stakeholders. The official letters with Project information and feedback form were sent to communal enterprises and KSCA structural departments. Also, information about the Project and package of the ESF documents (SEP, RPF, ESMF, ESCP, LMP, Terms of Reference for the preparation of Environmental & Social Impact Assessment for Component 1) were disclosed on Kyivpastrans official website. In addition, online questionnaire with few questions about stakeholder`s perception about the Project was developed in Google Forms. The link on the survey was posted on the official website for collection of feedback from NGOs and the general public. The information about the Project and link to the documents was published on specialized informational resources (Hmarochos) and reposted in social networks by NGO`s and urban communities. The comments under those publications were also analyzed and taken into account. 100 stakeholders, including 20 government agencies, among them various departments of government agencies, as well as utilities such as CE "Kyivmisksvitlo"; CC "Kyivavtodor"; CE "Kyivteploenerho; CE "Kyivblahoustrii; CO "Kyivzelenbud"; DTEK "Kyivski Elektromerezhi";CE "Tsentr Orhanizatsii Dorozhnoho Rukhu" and others contributed to the engagement. Also 15 local non-governmental organizations such as: “Kyiv urban council�, “Key City�, “U-Cycle�, “Urban Crew�, “Agenty Zmin�, “Khmarochos�, “Dostupno.UA�, “KARZ-12�, “Veloden�, “Urban Curators�, “CanActions�, “Ecodiya�, “Environment people law� and others took part in exercise. In addition, 20 responses from Google Form were received from Kyiv residents – mainly from students, academics, and local activists. About 45 feedbacks and comments were received via social networks. 8 The analysis of the feedback taken from all stakeholders during consultation procedure allows to make a general conclusion about the positive perception of the project by key stakeholders and the high level of their expectations from its implementation. According to most stakeholder`s comments, the implementation of the project will improve the mobility of people and will improve the environmental situation in the city center. Also, a lot of suggestions and propositions how improve technical side of implementation procedure were received from specialized urban organizations. For example, suggestion to consider the increasing number of greeneries along the tram line, construction of comfortable tram stops and providing access to them according to modern standards, introduction of a number of modern technical solutions for the purchase of rolling stock and construction of rail infrastructure etc. All comments and suggestions received will be considered during the development of design documentation. In case of technical possibility and expediency these suggestions will be considered during the project implementation. Additional consultations with stakeholders will be carried out after national quarantine set due to the Covid 19 pandemic lifted in compliance with WB standards and national legislation. 3.2 Focus Groups and Interviews with Project-Affected Parties To develop a better understanding of the public transportation conditions and challenges faced by project-affected parties, the project preparation team employed a local research firm that conducted focus group discussions and interviews with women, public transportation users, business owners. The focus groups were held in Borshagivka district of Kyiv and included 8 to 10 people to discuss these issues through semi-structured discussions. Each focus group session lasted about 1.5 hours. Group selection ensured a balanced representation according to the age and sex of the participant as well as stakeholder representation (students, parents of young children, older participants, etc). In total, 6 focus groups were held in Borshagivka district. The consultant also conducted in-depth stakeholder interviews and activity mapping in key areas likely to be affected by the project. These could prove useful to understand the patterns of behavior and activity characteristics of Old Town Square which will see an 80% decrease in transit passenger. While the focus groups and interviews are still being processed and finalized, some of the preliminary findings indicate that there is an overall expectation that the project will address the problems identified by the stakeholders to make the Vokzalna square more resident-friendly. These problems include, among others, lack of parking space, lack of infrastructure to address the needs of the disabled and bicycle riders. The formal/informal traders and restaurant owners that are located along the proposed renovation routes are concerned about the anticipated flow of pedestrians which is likely to affect their businesses. Local activists expressed the concern that the project discussed at public hearing will differ significantly from the project implemented and they generally exhibited a low level of trust to Kyiv urban and transport authorities. Hence, they expressed a high interest in being involved in the project planning and implementation. The project team will use the findings from the focus groups and interviews in finalizing the details of the project design. The entire focus group and interview report can be found in Annex 3 to this SEP. Table 2: Focus Groups Discussions Geographical Area Group 1 Group 2 Focus group topics 9 Female Male residents - PT Possible impact of the project. What actions can Borshagivka residents - reduce negative impact? How will they react to users PT users changes? Possible ways of their engagement. Saksahanskogo People that are Common Possible impact of the project. What actions can (around Pankivska employed in the reduce negative impact? How will they react to residents street) area changes? Possible ways of their engagement. People that are Common Possible impact of the project. What actions can Shota Rustaveli street employed in the reduce negative impact? How will they react to residents area changes? Possible ways of their engagement. 10 Table 3: In-depth interviews Group of stakeholders Time Stakeholders Interview Topics Users in Syarovokzalna/ Pedestrians; public What tasks do they Vokzalna squares transport, bicycle and perform on Vokzalna individual transport square? What do they like users, people using or don't like in the area? parking, business What problems do they owners, sellers encounter here? What impact do they expect as a result of the project? What changes they are afraid of? How are they willing to engage with the November 1-15, 2019 project? Stakeholders on Pedestrians; public Possible impact from the Syarovokzalna/ transport, bicycle and project. What can reduce Vokzalna squares individual transport negative impact? How users, people using will they react to change parking, business brought about by the owners, sellers project? Possible ways of November, 1-15, 2019 their engagement. Stakeholders on Pedestrians; public Possible impact from the Saksahanskogo str transport, bicycle and project. What can reduce individual transport negative impact? How users, people using will they react to change parking, business brought about by the owners, sellers project? Possible ways of November 1-15, 2019 their engagement. Stakeholders on Shota Pedestrians; аactivists, Possible impact from the Rustaveli street public transport, bicycle project. What can reduce and individual transport negative impact? How users, people using will they react to change parking, business brought about by the owners, sellers project? Possible ways of November1-15, 2019 their engagement. 3.3 Focus Groups and Interviews with Vulnerable Groups The consultant, by means of face-to-face interviews, identified the needs and issues faced by the vulnerable groups which reside in the project area. These are mainly the representatives of the Roma population, the homeless, women with small children, people with motoric and visual disabilities as well as the elderly. The Roma and the homeless expressed a concern about the impact of the project on the Voklzalna Square where they have access to temporary shelter, free food, and sanitation facilities. These groups are ready to engage with the project through the organization ‘Young People for Peace’ which represents the interests of the homeless and Roma. People with physical disabilities mentioned that the infrastructure is not sufficiently designed to address their disabilities. There is a general lack of wheel-chair-friendly infrastructure in the project-affected area. There should be more traffic signage for people with visual impairments as the Youth Library from the project-affected area is conducting many events that are targeted to these individuals. Similarly, the full report with the findings from these interviews can be found in Annex 3 to this SEP. 11 3.4 Engagements with NGOs The consultant reached out to NGOs which have been active in the project-affected areas. The ‘Kyiv Bicyclists Association’ civil society organization is a major driver of the development of the bicycle infrastructure in Kyiv. Their activities are focused on the advocacy for urban solutions involving bicycles. The Bicyclists Association expressed their interest in the project and emphasized the importance of the provision of the bicycle infrastructure as an element of post-rehabilitation Vokzalna Square. The Association is willing to cooperate and provide advice on the development of the bicycle infrastructure. ‘Young People for Peace’ is another civil society organization operating in Vokzalna Square. Activists of this organization expressed their concern about the situation with homeless people in the city in general and in Vokzalna Square in particular. They also agreed to help to communicate with the homeless people to make sure that the project implementation is as little stressful for them as possible and to enable them to understand the project and express their opinions. 4. STAKEHOLDER IDENTIFICATION AND ANALYSIS 4.1. Identification of Stakeholders Being a city-wide project, the project will affect all the users of the city in one way or another. But in line with the ESF10, this SEP categorizes the stakeholders into three groups in order to ensure a more efficient and effective stakeholder engagement: affected parties, other parties and vulnerable and disadvantaged groups. • Affected Parties The table below represents a summary of the individuals, social groups and organization who will be directly or indirectly affected by the project. The full list of organizations and businesses is provided as an annex to this SEP and will be complemented/edited as needed during project preparation and implementation. Table 4: Project-affected Parties Group Stakeholder Name Groups of users Pedestrians People using public transport People using train People using bicycle People using individual transport People using taxi People using parking People living near street Shota Rustaveli, Zhilanska, Saksaganska and near Vokzalna square 12 Businesses located in the project Tenants Zavod Kuznia Na Rybalskomu area (Vokzalna) Mcdonald’s Ukraine Taskombank Ukrenergo K.Energo Pryvat Valentyn Plus Smachnoho Bon Appetit Shkhuna Central Design Office Toratorg Equoir Kyiv Central Bus Station Markets (both formal and informal Polissia Mall traders) Ecomarket Mall Eva Mall Bread Kiosk Vitalux Pharmacies Network Restaurants Varenychna Cafe Canteen Other services National Lottery Pizzarium Food Delivery Service Pay Toilet, Finod Currency Exchange Booth Businesses located in the area of Tenants Zavod Kuznia Na Rybalskomu ridership reduction Krokus Firm (Starovokzal’na) Markets (both formal and informal Furshet Mall traders) Roshen Shop Restaurants Other services Transport companies Public transport Metro (Kyivskyi Metropoliten) Kyivpastrans Other Private Urban Passenger Carriers Other Private Long-Distance Passenger Carriers Ukrzaliznytsia (Ukrainian Railways) Taxi services All Taxi Firms In Kyiv Advertising companies Owners of outdoor advertising Ekosvit Plus structures installed in Vokzalna Prime Group Square Arhent Luvers Alter-V Oktagon-Outdoor Ukrayinska Reklama Other institutions State Special Communications Enterprise Kyivpastransservis School No. 78, Natural Science Lyceum No. 145, Central Synagogue Of Kyiv, "Grand" Lyceum, Honorary Consulate Of The Republic Of Ecuador In Ukraine And Kyiv. Communal Property Fund Tenants Gmsi, Limited Liability Company, 13 Businesses located in the project "Grand" - Private Training and area (Zhylyanska, Production Branch Saksahanskogo) "Eugene" - Limited Liability Company Markets (both formal and informal "Mama Doma" Grocery Store traders) "Pan-Gourman" Mini Market Restaurants Bruce Lee Restaurant, Volkonskyi, Zelyonka, "Mykola" network of bakeries Other services Culture Institution "Kyiv National Academic Opera Theater" Businesses located in the area of Tenants ridership reduction (Shota Rustaveli street) Markets (both formal and informal traders) Restaurants Eurasia, Milkbar, Moloko vid Fermera, Svit Kavy, Khlebnyi Other services Land users Formal users Will be identified after Project Informal users design completion and approval, Owners of structures during social census. Users of structures Formal users Informal users • Other Parties People, social groups, and organizations who may have a possibility to influence and make decisions on implementation of the project and/or may have an interest in the Project. This group includes governmental entities, NGOs and private businesses who may benefit from the project. Table 5: Other stakeholders Group Stakeholder Ministries and government agencies Ministry of Infrastructure of Ukraine Ukrzaliznytsia (Ukrainian Railways) Ministry of Interior of Ukraine KCSA Ministry of Culture of Ukraine Department of Transport Infrastructure Department of Urban Improvement Department of Land Resources Department of Urban Planning and Architecture CE “Kyivpastrans� CC “Kyivavtodor� CE “Kyivmisksvitlo� CE “Kyivblahoustrii� CO “Kyivzelenbud� CE “Tsentr Orhanizatsii Dorozhnoho Rukhu� CO “Instytut Heneralnoho Planu� 14 Utility providers DTEK "Kyivski Elektromerezhi" Open JSC “Kyivvodokanal� Open JSC “Kyivhaz� Private JSC “Kyivspetstrans� and other utility providers (engineering networks of electric, water, gas supply, household waste collection). Non-governmental organizations NGO “Kyiv Bicyclists Association� NGO “Young People for Peace� NGO “Cedem� NGO “Cedos� NGO “Ecodiya� NGO “Ukrainian Society For Historic And Cultural Monuments� NGO “Rada z urbanistyky Kyieva� NGO “Key City� NGO “U-Cycle� NGO “Urban Crew� NGO “Agenty Zmin� NGO “Khmarochos� NGO “Dostupno.UA� NGO “KARZ-12� NGO “Veloden� NGO “Urban Curators� NGO “CanActions� Other project developers A Plus C Consult Ukraine LLC • Vulnerable and Disadvantaged Groups Disadvantaged/vulnerable individuals and groups are those who may do not have a voice to express their concerns or understand the impacts of a project, are sometimes excluded from stakeholder engagement. In the context of the Urban Mobility project, early stakeholder groups and interviews have identified that Vokzalna Square is also a location where people without shelter will go at night hours given perceived safety and security provided by the square’s level of activity and passenger flow. The proposed project would seek to mobilize a first line of response in the form of a “women’s center� in the area of Vokzalna Station modeled on the example provided in Vienna Austria that leads the city’s efforts in supporting affected women and their children. Later interviews determined Roma and the homeless also use the Vokzalna Square as temporary shelter where they can get free food and sanitation facilities. Finally, people with physical and visual impairments are a vulnerable group that are hampered by poor accessibility and whose views the project would seek to integrate into the rehabilitation designs. 4.2. Stakeholder Interest and Influence Stakeholders were analyzed in terms of their interest and project impact in order to better understand and manage them. Individual consultations and discussions will take place with those, who have high levels of interest and project impact; any changes occurring during the project implementation will be communicated to them individually. Individual consultations will also take place with the group with a medium project impact and a high interest in the project. The group with a low project impact and a high project interest will be involved in workshops. Table 6: Analysis and prioritization of stakeholder groups based on the level of interest and influence over the project. 15 High ability or likelihood Medium ability or Low ability or likelihood to to influence or impact the likelihood to influence or influence or impact the project impact the project project High level of interest Tenants in the area of Vokzalna Markets (both formal and Pedestrians in the project CE «Kyiv Metro» informal traders) People using public transport Kyivpastrans Restaurants People using train Ukrzaliznytsia, Other services People using bicycle State Special Communication Advertising companies People using taxi Enterprise Activists from Shota People using individual Zavod Kuznia Na RybalskomU Rustaveli Street, transport People using parking Synagogue of Kyiv People living near Vokzalna Vulnerable group People living near street Shota Rustaveli Zhilanska Saksaganska Medium level of NGOs Academic institutions interest Press and Media General public in the project Tourists Jobseekers Low level of interest in the project 16 4.3. Summary of Stakeholder Needs The table below represents a summary of the needs of various stakeholders. The table shall be revised after the analysis of the focus group discussions is complete. Table 7: Stakeholder Needs Stakeholder Risks and Major Communication Special needs groups impacts by the activities channels project Pedestrians Inconvenient Pass through Notices in transport Location close to meeting place traffic over the the square vehicles of Vokzalna square during Exhibition of informative topics construction Notifications in social preferably in large letters and media non-technical terms Preferred meeting time: after Posters at transport working hours (late afternoon) stops Workshops Urban transport Transport stops Change to Notices in transport Location close to meeting place users may be other vehicles of Vokzalna and Palats Sportu repositioned. transport; wait Exhibition of informative topics for their Notifications in social preferably in large letters and Traffic jams due transport media non-technical terms to the machinery Preferred meeting time: after operation or Posters at stops working hours (late afternoon) closures of public transit lanes. Workshops Have a new type of public transport Afraid that tram may be at traffic jam Suburban train Travel with the Wait for Notices in vehicles Location close to meeting place users luggage may be suburban of Vokzalna difficult during trains Posters and public Exhibition of informative topics construction notices preferably in large letters and Buy tickets for non-technical terms suburban Notifications in social Preferred meeting time: after trains media working hours (late afternoon) (however, it should still be possible to get home) 17 Long-distance Travel with the Wait for trains. Notices in vehicles Location close to meeting place travelers luggage may be of Vokzalna difficult during Wait for Announcements at the Exhibition of informative topics construction people from railway station preferably in large letters and arriving trains. non-technical terms Posters in trains Move via the railway station with suitcases and large bags Local residents Noise from Pass through Notices in vehicles Location close to meeting place near Vokzalna construction the square of Vokzalna Notifications in social Exhibition of informative topics Afraid of their Use transport media preferably in large letters and courtyards non-technical terms becoming dirty Use retail Posters at stops Preferred meeting time: after due to the outlets close working hours (late afternoon) construction by Workshops Individual Complex transit moving the Notifications in social Location close to meeting place transport users streets where media of residence Reduced parking the tram will go Preferred meeting time: after space Workshops working hours (late afternoon) Parking will be Notifications in radio available far from the railway station Street hawking Loss of business Sell goods to Radio announcements Location close to meeting place in Vokzalna the public of residence Square Loss of the Individual Exhibition of informative topics customers consultations preferably in large letters and non-technical terms Posters and public Preferred meeting time: after notices working hours (late afternoon) Participation in public consultations Workshops Local residents Construction Passing by Public hearings Location close to meeting place of Pankivshchy noise of residence na district, new Use shops Workshops on building development Dust and dirt nearby rules Exhibition of informative topics preferably in large letters and Rest non-technical terms 18 Construction Posts on social Preferred meeting time: after poses danger for networks and the working hours (late afternoon) children project's online page Changing the Billboards near their image of the homes streets Tram noise Threat to buildings’ integrity Residents of Construction Passing by Public hearings Location close to meeting place Shota Rustaveli noise of residence Street Rest Workshops on Dust and dirt construction rules Exhibition of informative topics Used by preferably in large letters and Construction organizations Individual advice to non-technical terms poses danger for alleviate their concerns children They look Preferred meeting time: after after their Posts on social working hours (late afternoon) Tram noise street networks and the project's online page Changing the image of the street as it becomes pedestrian Historic buildings can be damaged due to construction The congestion on the street will disapper T Restaurants and Resettlement from Sell their Radio announcements Location close to meeting place public catering the railway station services to the of residence facilities public Individual Loss of the consultations costumers in Starovokzalna Posters and public Street notices Participation in public consultations Workshops 19 Taxi Repositioning of Transport Radio announcements Location close to meeting place parking areas passengers of Vokzalna from / to the Posters Exhibition of informative topics railway station preferably in large letters and Public notices non-technical terms Public consultation Kyivpastrans Changes in public Transport Training workshops for Location close to meeting place Kyivskyi transport stops passengers employees of residence Metropoliten and routes may from the Preferred work hours increase ridership railway station Announcements and and workload on warnings the metro system (temporary) Public consultation Kyivskyi Metropoliten has an idea to build a second exit to Vokzalna Square Private Repositioning of Transport Announcements: Location close to meeting place passenger stops for the passengers posters and navigation of Vokzalna carriers project period Homeless Disappearance of Live in the Interaction via the CSO Location close to meeting place people the convenient railway station of Vokzalna space where they Individual invitations can be Make use of for consultation comfortable the square Individual consultations Texts in Braille Advertising Disappearance of Display Negotiation Location close to their offices companies the advertising outdoor space advertising Business hours Local Interviews are Implementatio Individual Location close to their offices governments required to n of new city conversations (municipalities) understand this projects in the Business hours group district (?) Land users Owners of structures 20 Users of structures 5. STAKEHOLDER ENGAGEMENT PROGRAM The Stakeholder Engagement Plan is an important component of the document expected to help engage all the stakeholders to the project and, by doing so, help the project become sustainable. The Plan will also provide for the engagement of vulnerable population groups that are unable to take part in the engagement directly for social, economic, or political reasons. A NOTE ON COVID-19 It is recognized that at this time, COVID-19 represents a significant health risk and any stakeholder consultations undertaken at this time need to ensure that they account for any national COVID-19 restrictions. The stakeholder engagement should be proceeded without risking the good health of the identified stakeholders. If offline/in person stakeholder meetings will be held the number of the participants will be vary depending on the COVID-19 national restriction. All the necessary COVID precautions should be taken when organizing the meeting. 5.1 Engagement Methods to be Used. The suggested methods of the engagement and communication will help inform stakeholders, communicate with them, and minimize the potential risks: • Dedicated webpage/Facebook page: A dedicated webpage/Facebook page will be created for the project on the KCSA website to enable users to find all the information about the project. The goal of the page is to provide core information and allay major fears at the conceptual stage. The page will also be used to publish the updated design documents and provide work progress updates. The community may also be able to find out about dates of public consultations via this platform. • GRM: A grievance mechanism will be established in line with the World Bank’s ESS-10 requirements. A dedicated grievance mechanism will be set up for the Project. The stakeholders will be able to raise grievances anonymously by phone or online via the dedicated webpage. • Project tours: There will be project tours for media and local representatives of local governments. Visitor centers or demonstration tours will be organized at appropriate points of time at the construction stage; stakeholders representing media organizations or local governments will be selected. • Public Consultations. Public consultations will be organized on the development of the project concept and the project implementation plan. • Workshops. The project will be presented to the public in a series of workshops. The stakeholders will be able to influence the project by presenting their opinions at the workshop. • Surveys/Focus Groups. Social surveys/focus groups were used to understand the expectations of the public from the project, but these tools may be used to understand the user satisfactions during implementation and upon project completion. 21 5.2 Stakeholder Engagement Plan Stakeholder engagement is an inclusive process that must be conducted throughout the project life cycle. The table below presents key stakeholder engagement activities to take place during the project preparation stage through to implementation and closure. Additional activities can be included following consultations with stakeholders and project clients if these are deemed useful and necessary. The KCSA will strive to provide relevant information to stakeholders with enough advance notice (5- 10 business days) so that the stakeholders have enough time to prepare to provide meaningful feedback. The PMU will gather (written and oral comments), review them and commit to report back to stakeholders on how those comments were incorporated, and if not, provide the rationale for reasons for why there were not within 10 to 30 working days from the stakeholder engagement event. Table 8: Stakeholder Engagement Plan Project Topic of Target Issues Raised Methods Used Time- Responsibilities component Consultation Stakeholders /Expected Decisions table/locatio n/dates Preparation Phase All Proposed project All Issues with current Focus Prior to KCSA, World components status; proposed groups/interviews/ project Bank team project improvements workshops; public appraisal accessibility and hearings; mobility in the project placement on the area KCSA website All Stakeholder All Agreement Emails, letters to KCSA, World engagement and on/Disclosure of the stakeholders with Bank team communication SEP appropriate and outreach plan background information and SEP, posting on the KCSA website for feedback, focus groups All Project-related All Agreement Emails, letters to Prior to KCSA, World GRM system on/Disclosure of the stakeholders with project Bank team GRM system appropriate appraisal background information and SEP, posting on the KCSA website for feedback, focus groups All All other ESF All Agreement Emails, letters to Prior to KCSA, World documentation: on/Disclosure of the stakeholders with project Bank team TORs for ESIA relevant ESF appropriate appraisal and RPF for the documentation background first component information and and ESIA and SEP, posting on RPF for the the KCSA website second for feedback, component focus groups Implementation Phase 22 Project Topic of Target Issues Raised Methods Used Time- Responsibilities component Consultation Stakeholders /Expected Decisions table/locatio n/dates Component 1 Business Inform on the Public hearings; Prior to the KCSA, CE Present the final owners/vendors sequencing of project launch start of the “Kyivpastrans� project design and /residents of the activities and how workshop works PMU, PMU ESF Borshchahivka the works that will project stakeholder interests specialist/Commu Rapid Tram be carried out area/NGOs will be incorporated; nications extension & representing the Specialist Vokzalna vulnerable Overview presentation Square groups and of the ESF enhancement representatives documentation and of the stakeholder vulnerable engagement process groups Relocation of Business Discuss timing and Workshop; Prior to the KCSA, CE street vendors owners/vendors sequencing of the roundtable start of the “Kyivpastrans� relocation works PMU, PMU ESF process/foreseen specialist/Commu compensation if any nications Specialist Information about Residents; Inform about the Public information Prior to the KCSA, CE works in pedestrians timing of the works boards; focus start of the “Kyivpastrans� neighborhoods and expected duration groups; works in a PMU, PMU ESF information on the neighborhood specialist/Commu KCSA nications website/Facebook Specialist page Implementation Business Present Workshops/roundt Semi- KCSA, CE Progress owners/vendors implementation ables annually “Kyivpastrans� /residents of the progress; seek PMU, PMU ESF project feedback on progress specialist/Commu area/NGOs and proposed changes nications representing the to minimize the impact Specialist vulnerable from construction on groups and stakeholders; discuss representatives grievances received of the and solved vulnerable groups Citizen Business Seek feedback on the Survey/focus Annually KCSA, CE satisfaction with owners/vendors satisfaction with the groups “Kyivpastrans� the level of /residents of the project and level of PMU, PMU ESF engagement project engagement/consultati specialist/Commu area/NGOs ons during nications representing the implementation Specialist; survey vulnerable firm groups and representatives of the vulnerable groups 23 Project Topic of Target Issues Raised Methods Used Time- Responsibilities component Consultation Stakeholders /Expected Decisions table/locatio n/dates Component 2 Update of Ministry of Seek Emails, letters Upon KCSA, KCSA Strengthening transport model Infrastructure of feedback/agreement/b used to provide completion of PMU, PMU ESF Kyiv’s and master plan Ukraine uy-in on the background deliverable specialist/Commu transport components. Ukrzaliznytsia components and information; nications planning (Ukrainian proposed transport Workshops; Specialist systems) Railways) models; discuss roll- placement on the Kyiv Avtodor, out project KCSA relevant webpage/Faceboo departments; k page transport sector NGOs; general public Development of Ministry of Seek Emails, letters Upon KCSA, KCSA fares policy and Infrastructure of feedback/agreement/b used to provide completion of PMU, PMU ESF adjustment regime Ukraine uy-in on the proposed background deliverable specialist/Commu for Kyiv Public Ukrzaliznytsia fares policy; discuss information; nications Transport. (Ukrainian roll-out Workshops; Specialist Railways) placement on the Kyiv Avtodor, project KCSA relevant webpage/Faceboo departments; k page transport sector NGOs; general public Development of Ministry of Seek Emails, letters Upon KCSA, KCSA accessibility Infrastructure of feedback/agreement/b used to provide completion of PMU, PMU ESF design guidelines Ukraine uy-in on the proposed background deliverable specialist/Commu for public Ukrzaliznytsia accessibility information; nications transport works (Ukrainian guidelines; discuss Workshops; Specialist that meet "Design Railways) roll-out placement on the for All" principles; Kyiv Avtodor, project KCSA relevant webpage/Faceboo and project departments; k page identification; transport sector NGOs; general public Project Overall project All Present project Public Hearings; Annually KCSA, KCSA Management implementation implementation report; project PMU, PMU ESF report on ESF website/Facebook specialist/ documentation; page/video Communications grievances presentation Specialist 5.3 Proposed Information Disclosure Approach The table below provides a preliminary summary of the suggested information to be disclosed based on the project design and topics that might be of interest to stakeholders. The table, like the entire document, is an evolving tool and can be updated at any point during project preparation and implementation. Some of the proposed documentation in the current draft may not be subject to disclosure and can be removed by the KCSA PMU from the table along with this reference. Table 9: Information Disclosure Plan 24 Project List/ Type of Methods of Timing/Frequency Target Responsible component information to be disclosure stakeholders stakeholders disclosed proposed All Proposed Project Design; KCSA Before project All KCSA, CE PAD (check the WB webpage/Faceboo appraisal/effectivene “Kyivpastrans� requirements for PAD k page ss PMU and World disclosure) Bank team All ESMF documentation KCSA Before project All KCSA, CE that is required for webpage/Faceboo appraisal/effectivene “Kyivpastrans� disclosure by the WB: k page websites or ss PMU and World TOR for ESIA and RPF school information Bank team for Component 1; ESIA boards and RPF for Component 2, the Stakeholder Engagement Plan Component 1: Implementation plan and Post on the KCSA Before the start of Residents/business KCSA, CE Borshchahivka resettlement action plan project works owners/vendors “Kyivpastrans� Rapid Tram website/Facebook from the project PMU extension & page area/vulnerable Vokzalna Square groups enhancement Component 2. - Updated transport model Post on the KCSA After completion of KCSA employees; KCSA, CE Strengthening and master plan project the deliverables general public, “Kyivpastrans� Kyiv’s transport components website/Facebook Ministry of PMU planning page Transport of systems) Ukraine Fares policy and adjustment regime for Kyiv Public Transport Accessibility design guidelines for public transport works that meet "Design for All" principles; and project identification; Project Publish annual Post on the KCSA Annually All KCSA, CE Management implementation reports, project “Kyivpastrans� including website/Facebook PMU implementation of SEP page and other relevant ESF documentation 25 5.4. Roles and Responsibilities and Budget The overall responsibility with the project implementation lies with the Kyiv City State Authority. The KCSA is planning on setting a dedicated Project Management Unit (PMU) to deliver complex transport projects, including the Urban Mobility Project. The project will provide technical assistance and support to the establishment of this unit, as well as the transfer of responsibility related to this project implementation, to serve as a pilot and as a demonstration project. This unit will also employ Communication and ESF consultants who will be individually responsible for the coordination of the stakeholder engagement and communications activities under the project. The project has a dedicated budget for communications activities to ensure the implementation of this SEP and the communications and outreach activities envisaged. 6. GRIEVANCE REDRESS MECHANISM 6.1. Objective of the GRM Mechanism Addressing grievances raised by individual affected by World Bank-funded projects is an important component of managing project risks. A GRM can serve as an effective tool for early identification, assessment, and resolution of grievances and therefore for strengthening accountability to beneficiaries. The GRM serves as an important feedback mechanism that can improve project impact and mitigate the undesirable ones. The project will use a citywide grievance redress mechanism applicable to all city- level projects (via 1551 hotline). An additional advantage of this existing mechanism is that most city residents are familiar with its interface and operating procedures. The PMU team will ensure, however, that the process below is followed when reviewing and responding to project-related grievances. 6.2. Grievance Investigation and Resolution Process The Project will define a general Grievance Readdress Mechanism (GRM) to manage all type of complaints. Grievances pertaining to compensation, economic displacement and livelihood restoration will be integrated into GRM. The GRM for Resettlement Action Plan will be developed during RAP preparation based on this GRM to allow affected persons to complain about any decision of activities regarding temporary or permanent loss of their land, assets or sources of income and their compensation. This mechanism will follow next principles: The channels for filing in grievance form should be disclosed on official sources. The KCSA will ensure that all PAPs will have equal opportunity to submit their grievance in accessible way. The KCSA will provide an opportunity to submit a grievance anonymously. The submitting and readdressing of the grievances will be free of charge for complainants. Affected persons may raise a complain at any time of the RAP Process or project related activity. In cases where the aggrieved individuals or group is not satisfied with the outcome of the amicable mechanism, they will always be able to file to the court at any stage in the resolution process. All grievances will be registered and documented, and each grievance resolution process and communication will be systematically tracked. The channels for filing complaints will be listed in SEP and RAP and communicated to the public during the consultations. The GRM will be established at 3 levels: 25 Level 1. On the site. The technical supervisor will be responsible for collecting the grievance from local residents and Contractor`s employees. The channels for grievance submission will be disclosed near the construction site in big board format. For Contractor`s employees special grievance box will be available for submitting grievances (including anonymous). The technical supervisor will be responsible for collecting grievances from Contractor`s personnel. Level 2. PIU the complainant will be able to submit grievance to PIU on address: 04070014, Kyiv, Naberezhne Shose, 2 Tel. +38-044-528-30-11 Kyiv contact center. All stakeholders may appeal to the Kyiv contact center and leave their grievance regarding the document following the link https://1551.gov.ua/feedback/ or call on 15-51. Level 3. KCSA. Complainants may fill in online form following the link https://kyivcity.gov.ua/publichna_informatsiya_257928/podati_zapit_onlayn_257949.html or fill in the template (Annex 2) and send to: e-mail: zapyt@kma.gov.ua postal address: 01044, Kyiv, Khreshatyk str, 36 The complainant may submit the grievance by telephone: (044) 202-76-00, (044) 202-76-42 The term of response will not exceed 10 working days. The KCSA will be able to extend the term of addressing grievance up to 20 working days (the complainant will be informed about extension). 6.3. Awareness Building The information about the Grievance Redress Mechanism will be available at the KCSA website and will be included in the communications conducted with the project stakeholders, beneficiaries, project affected persons through the communications methods and tools that are part of this stakeholder engagement plan and communications plan under the project, including emails, website, workshops, face-to-face meetings. 6.4. Roles and Responsibilities for GRM The responsibilities for the management of the GRM system include the following and may be updated from time to time in consultation with the ministerial management team and the World Bank task teams. These functions can either be performed by assigned staff, e.g. ESF/GRM Officer or be outsourced to an outside contractor in case the PMU capacity to handle the workload is exceeded. • Overall management of the GRM system • Developing and maintaining awareness-building • Collection of complaints • Recording complaints • Notification to the complainant on the receipt and timeline to review a complaint. • Sorting/categorization of complaints • Thorough review of the issues, including the causal link between project activities and alleged damage/harm/nuisance. • Decision-making based on such examination. • Processing appeals or continuous communication with complainants with the purpose to resolve issues amicably. • Publishing responses to complaints, unless otherwise is requested by complainants due to privacy or other concerns (see above 4.2) Organization and implementation of information materials and awareness campaigns • Reporting and feedback on GRM results. 26 6.5. Monitoring and Reporting on GRM Implementation Policies, procedures, and regular updates on the GRM system will be made available on the KCSA website. The PMU will regularly track and monitor the status of complaints to ensure that all grievances are resolved within the established timeframe. The PMU will also provide and publish semi-annual reports available to the World Bank team, and all stakeholders that would contain the following information: • Status of establishment of the GRM (procedures, staffing, awareness building, etc.). • Quantitative data on the number of complaints received, the number that were relevant, and the number resolved. • Qualitative data on the type of complaints and answers provided; issues that are unresolved. • Time taken to resolve complaints. • Any issues faced with the procedures/staffing or use. • Factors that may be affecting the use of the GRM/beneficiary feedback system. • Any corrective measures suggested/adopted. 27 REFERENCES Sustainable Urban Transport for Kyiv, the World Bank, 2016 World Bank Team Visit Reports Draft Kyiv Urban Mobility Project - PAD as of 7-April-2021 Ukraine Handbook on Transparency and Citizen Participation, Council of Europe, December 2017 The World Bank Environmental and Social Management Framework, The World Bank, 2017 ESS10 Guidance Notes, The World Bank, 2017 Ukraine Country Partnership Framework for the period FY17-21 28 ANNEX 1 – GRIEVANCE/INQUIRY RECORD GRIEVANCE/INQUIRY RECORD (Form A) Instructions: This form is to be completed by staff receiving the inquiry or grievance and kept in the Project’s file. Attach any supporting documentation/letters as relevant. Date Grievance Received: Name of Staff Completing Form: Grievance Received (check √): □ National □ Oblast □ Rayon □ City/Village Mode of Filing Inquiry or Grievance (check √): □ In person □ Telephone □ E-mail □ Phone Text Message □ Website □ Grievance/Suggestion box □ Community meeting □ Public consultation □ Other ______________ Name of Person Raising Grievance: (information is optional and always treated as confidential) Gender: □ Male □ Female Address or contact information for Person Raising Grievance: (information is optional and confidential) Location where grievance/problem occurred [write in] National: Oblast: Rayon: Village: Brief Description of Grievance or Inquiry: (Provide as much detail and facts as possible) Category 1 Social Safeguards Category 2 Environmental Safeguards Category 3 Grievances regarding violations of policies, guidelines and procedures Category 4 Grievances regarding contract violations Category 5 Grievances regarding the misuse of funds/lack of transparency, or other financial management concerns Category 6 Grievances regarding abuse of power/intervention by project or government officials Category 7 Grievances regarding MERP staff performance Category 8 Reports of force majeure Category 9 Grievance about project interventions Category 10 Other Who should handle and follow up on the grievance: Progress in resolving the grievance (e.g. answered, being resolved, settled): 29 ANNEX 2 – Registry of Stakeholder Engagements and Feedback RECEIVED 30 ANNEX 3 – report on the focus groups and interviews lines. 1. Component 1.: Borshchahivka Rapid Tram extension & Vokzalna Square enhancement - general findings of the focus-groups and interviews with Project-Affected Parties, December 2019 Common problems Security and financial considerations remain the key criteria influencing respondents’ travel preferences. Traffic congestion and lack of road safety remain the largest issues, especially at peak hours. Key findings from focus group discussions highlighted that road safety issues are mainly driven by poor road infrastructure, particularly low road conditions under extreme weather conditions, poor road cleaning and limited street highlighting in selected areas of the city. This is further complicated by risky driving behavior, especially when using marshrutkas. At the same time, focus group respondents lamented the low compliance with street regulation, citing cars regularly parked on pedestrian crossing, sidewalks and preferential lanes. Finally, the majority of respondents is price-sensitive, citing the lack of one-ticket fare as one of the main barriers when using public transport due to frequent inter-change. The quality of service provided remains low. In addition to over-crowding and frequent issues, several respondents from the focus groups claimed that no air condition or heating is available or regularly being used on the bus, which becomes critical during extreme weather conditions during winter and summer. Finally, the lack of transportation alternatives remains a binding constraint, with several respondents citing the lack of alternatives in case of closure of the subway due to technical breakdown. However, the need for public transport alternatives is high, especially in light of potential environmental and social considerations and over-crowding issues. Finally, there is a need to improve communication channels on public transport systems, including schedule and ticketing information. Focus group respondents similarly highlighted the importance of using digital platforms as well as social media to capture feedback from citizens and integrate their inputs to help improve road safety and public transport conditions in the city. Perception of future project Respondents are concerned that the final result might have little to do with the initial concept discussed with the citizens. Large city projects are considered to be at risk of deliberate misuse of money due to insufficient control or potential corruption. This can lead to use of the cheapest and low quality materials and technologies instead originally budgeted ones, and therefore the final result will be of poor quality. Stakeholders in the area of Saksahanskoho and Shota Rustaveli str. Concerns about the construction stage were expressed by restaurant representatives. They expect potential livelihood issues causing significant reduction in the flow of customers during the construction stage, what is especially critical for restaurants with street terraces. Constraints on the circulation of private and freight transport is expected after tram is in operation. According to the respondents, possibility to get to the restaurant using private transport is critical for such clients as: people with limited mobility, parents with children, visitors who don’t use public transport to get to VIP establishments. The concept of the tram was well accepted by organizations which have smaller amount of car users among their customers or employees. 31 Stakeholders in the area of Vokzalna square The area of Vokzalna square is the busiest interchange where wide variety of activities is happening, in particular, waiting train or public transport, food services, trade, etc. According to the respondents, the square is perceived as an unpleasant place which you are forced to pass on the way to a railway or make a metro interchange. In case when the area of Vokzalna square is the shortest transit route, many people would choose longer but more comfortable detour. The area of Vokzalna square is strongly associated with the mess, crowds and pickpocketing. Citizens expect that the reconstruction of the square will provide users at least with the basic services and improved infrustructure – such as safety, cleanliness, street infrastructure (toilets, rubbish bins), improvement of interchanges between different modes of transport, clear navigation for pedestrians and transport, inclusive design (to make square accessible for the groups with limited mobility, parents with children and others). Citizens and vendors are those who might be affected more than others. Respondents expressed concerns over the possible access restrictions in use of the area of Vokzalna square during the reconstruction stage, such as: boarding the train and interchange for public transport. They see the possible risk in the absence of alternative pathways during construction or in insufficient communication about such pathways. Vendors are concerned that they will lose part of their customers due to reduced pedestrian flows during the reconstruction stage. Another concern is that the current footprint of Vokzalna square can be changed and sale shops relocated from the current locations. Future possibilities for engagement and collaboration Representatives of commercial and other organizations at Vokzalna square expressed their interest in participating in discussions on the planning and implementation stage of the reconstruction more actively than Kyiv residents. Kyiv Metro and Ukrzaliznytsia are interested to be involved at all stages of the project preparation to be able to synchronize their own projects with KUMP. Users (citizens) are willing to be engaged along project preparation and concept design development in particular. Citizens are concerned that the opinions of individuals will not be taken into account while project design being finalized. 32