April 25, 2025
New community engagement framework to strengthen representation, access and transparency
VICTORIA, BC – After a four-month consultation period and feedback from thousands of participants, BC Ferries is launching its new community engagement framework to strengthen how the company connects with the communities it serves, increase public participation, and ensure a broad range of voices are reflected in decisions about services, projects, and policies.
Taking effect May 1, 2025, Let’s Connect defines new opportunities for representation, sets clear engagement priorities, and establishes a consistent, structured and accessible approach to ongoing dialogue along the coast. It was shaped by months of public, interest holder and staff input, and best practice research—and reflects BC Ferries’ commitment to inclusive, transparent, and purpose-driven engagement.
“We heard very clearly that communities and those who rely on BC Ferries as an essential public service want to see local representation in decisions that impact their region,” said Morningstar Pinto, Executive Director of External Engagement. “Our new engagement approach keeps local voices involved, boosts communication about opportunities and outcomes, and creates space for diverse voices to be heard.”
The new framework reflects what BC Ferries heard directly from communities:
- Purpose-driven engagement: Each engagement process will be guided by a tailored, clearly communicated purpose and set of outcomes, helping residents and interest holders understand how their input will be used and what decisions are being informed. We are also committed to improving responsiveness, through updates that let participants know how their feedback shaped outcomes.
- Project-specific feedback groups: Large projects, such as infrastructure redevelopment, will benefit from project feedback groups, which will be composed of local representatives and key interest holders who have expressed interest in being involved, ensuring localized knowledge and community voices help guide project planning and implementation. These feedback groups will allow BC Ferries to quickly engage representative voices when needed and gather focused, relevant input.
- Hybrid participation model: To meet community members where they are, engagement opportunities will continue to be offered through a blended model that will include in-person, digital, and other options, ensuring broader access and flexibility for more participants.
- Stronger government relationships: The framework commits to strengthening relationships across levels of government—municipal, regional, and provincial—to support more coordinated and collaborative community outcomes.
- More frequent communication: Community members will receive timely updates through four newly established regional community web pages, which will provide region-specific information on engagement opportunities, project updates, and decisions. The goal is to strengthen relationships across the coast while supporting local regional contexts. There will also be annual briefings with local and regional governments, Islands Trust, MLAs, and First Nations.
- Inclusive and accessible engagement: A renewed focus on accessibility and inclusivity will ensure engagement practices reflect the diverse needs of communities and individuals, removing barriers to participation, such as distance, disability or cost, and creating spaces that ensure more voices can be heard. This will include providing multiple ways to provide input, collaborating with organizations already serving specific populations and providing ample notice for engagement opportunities so necessary supports can be arranged.
An extensive consultation process began in January and included in-person visits to dozens of coastal communities, hundreds of one-on-one conversations, and feedback from more than 2,700 participants through online surveys, forums, and polls. Workshops were also held with outgoing Ferry Advisory Committee (FAC) members, local and regional governments, businesses, and community organizations, and we did outreach to First Nations communities to invite their participation. Staff input and research into public engagement best practices also played a key role in shaping the new approach. A detailed summary of the public feedback is available in the engagement summary report.
The implementation of Let’s Connect marks a new chapter in how BC Ferries builds and maintains direct relationships with residents and communities—and will be subject to regular reviews to ensure it is meeting the needs of communities and the company. This transition aligns with the conclusion of the FAC model after April 30, 2025. BC Ferries extends its thanks to the many outgoing FAC members who provided their insights and experience during consultation.
“The insights and ideas shared have helped steer us in a direction that will effectively involve a wider array of people interested and impacted by BC Ferries operations,” Pinto added. “We will continue to listen, build trust, and make decisions that reflect the real-world needs and priorities of communities where possible.”
Visit bcferriesprojects.ca/your-coastal-community to learn more about our future-focused community engagement efforts, sign up for project updates, and get involved in projects taking place in the coastal regions we serve.
For day-to-day concerns about service, fare issues, or other operational updates, there have never been more ways to connect. Check bcferryiess.top/contact-us to learn how to get in touch by phone, online, social media, feedback surveys, service notifications and more.
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