Communication Protocols/Framework for the UKHSDP

In the context of project management, communication is the exchange of project-specific

information with the emphasis on creating understanding between the sender and the receiver on
various aspects related to project implementation. Effective communication is one of the most
important factors contributing to the success of a project.

With this in mind, the UKHSDP team aims at providing timely and accurate information to all
stakeholders. Team members will also undertake efforts to receive feedback from these
stakeholders.

To the above-mentioned end, this section will provide broad guidance for both within the Project
Office Communications (Internal Communications) as well as Communication with
stakeholders/Project Principals outside the Project Office (External Communications)

Internal Office Communications

Within the office, PIT members will communicate with one another through meetings or
conversations, by sending memos, by emails, by giving and receiving telephone messages and
through internal office meetings all of which will be treated as privileged information and shall
be governed by the rules prescribed by the Government of Uttarakhand/Code of Office Conduct
and Decorum for the same.

External Communications

People outside the project will communicate with the project in three main ways:

 Visiting the office.

 Telephoning the office.
 Correspondence (or send an email) with the office.
Office Visits

For all these types, the project office should be accessible, particularly to the beneficiaries and
client groups. Sometimes senior government officials or the World Bank Personnel will also
come to the office for meetings. It is important that their first impressions of the office are
positive. This can be achieved by making visitors feel welcome. This will be ensured by the
following-:
 Installing signboards outside the office with the project name, office hours and contact
details, so that visitors will know what the project is and how to make contact with it.
 Displaying ‘office hours’ and ‘visiting hours’, to reduce the demands that too many
visitors can place on staff.
 Setting up a reception area with at least two chairs and a small table.
 Keeping the Office clean and tidy at all times
 Taking any steps necessary to make the office accessible to the differently able
 An appointments System will be in place to make an appointment in advance so that the
necessary people are available to meet with them.

Telephone Calls

One of the Support Staff will be responsible for answering the telephone and will connect the
relevant official to the caller. If the official the caller wants to speak to is not available a
telephone message form will be filled [including the caller’s name, who the message is for, the
time and date of the call, the message itself, the caller’s telephone number, and the name of the
person who took the message] and handed over to the concerned official .
Office Correspondence

The UKHSDP will adopt a standard format with letterheads to write letters so that they are faster
to write. The letters will be proofread and will include a reference number and ensured that they
will be as per the standard government formats.
All the incoming and outgoing correspondence will be duly entered in the respective registers
and then processed as per the office procedures.

Methods of communication

The use of the following communication methods will be prevalent in the project office:

 Emails (where time is an important issue)

 Telephone calls (to discuss or negotiate. Confirm any decisions by email, fax or letter.)

 Letters (to formally communicate information, when time is not an issue.)

Responding to Communications

Generally, the project will respond using the same method as the original communication (eg if
you receive an email, reply by email).

The Additional Project Director will be responsible for and approve all the external project
correspondence being undertaken by any means.

Press/Media/Social Media Interaction

To protect the Project information from misuse and to ensure that only accurate
information about the project is disclosed, only the Additional Project Director/ Project
Director will handle the exchanges with the media/press/social media platforms.

The Project Staff must not post or discuss information concerning the project on the
Internet unless authorized to do so.
Unauthorised communication with the Press/Media either in their own name or in
pseudonymous manner will amount of breach of office conduct and the responsible
personnel shall be liable to face disciplinary action for the same

Project Website

The PIT will maintain the project website with the help of an external agency hired for
this purpose. Links to the project website will be provided from the website of the
UKHFWS and Other Government Websites. The following information will be
disclosed on the project website:-

General
 Project overview and components

Manuals and Guidelines

 Project Operational Manual
 Project Grievance Redressal Manual
 Environment and Social Management Framework
 Project Monitoring and Information System Guidelines
 Other important guidelines applicable to the project.
Procurement related
 Invitation for bids and shopping contracts
 Request for EoI for selection/hiring of consulting services
 Contract awards of goods and works procured following ICB/NCB
 List of contracts/purchase orders placed following shopping procedure on
quarterly basis
 Short list of consultants
 Contract award of all consultancy services
 List of contracts
Project plans and progress
 Annual Project Budget
 Consolidated progress reports
 Interim Financial Reports
 Annual audited Project Financial Statements
 Annual Project Report

Project Outcome
 Project Monitoring and Information System Reports
 Study reports
 Case Studies
 Photo and video gallery
Careers Section
 Advertisement and Terms of Reference for Various Contractual Position
 Results of the Selection Process
Contact and complaints
 Project Directory
 Contact us link
 Complaints registration link
 Bi-annual report on complaints received, action taken and outcomes

The list of information above is not exhaustive. In addition to this, information required
under “suomoto” disclosure under the Right to Information Act, 2005 or under any
other Statute may be published on the project website. The PD will approve any new
type of project related information proposed to be published on the project website the
first time it is published, in consultation with the Bank. Regular updates to information
on the project website will be done with the concurrence of the PD.

Project Logo

The PIT will prepare a logo for the project and obtain approval for the same from the
Project Director. The same shall used on all project correspondence, reports, files,
display boards, website, and all other printed material and other collateral.

Display Boards at Project Offices

The Project Offices will put up a big board and signages in front of the office containing
the name of the project, its logo as well as the name, address and contact details of the
PIT Office. The phone number and email for registering grievances will also be
mentioned on the board.

Further, all Project Interventions sites will put up a notice board containing details of
the packages/contracts under the project being implemented.