Is this topic relevant to you and your organization?
We would love to hear from you - contact us at (720) 989-1705 or email [email protected].
By Leslie Horna
Every client challenge is a canvas for innovative solutions and strategic transformation.
When organizations or individuals approach me with complex problems, I don’t see obstacles—I see unexplored potential waiting to be unlocked.
My approach to problem-solving involves listening, learning and understanding, analysis and reframing, and innovation. Challenges are not roadblocks—they are invitations to develop newfound capabilities, reimagine existing processes, build organizational resilience, and strengthen community networks. By embracing this philosophy, I transform client challenges into strategic opportunities for meaningful, sustainable progress.
The project to revitalize Denver’s Union Station is a recent example of a challenge that, through thoughtful corporate communications strategy efforts and the engagement of a strong group of partners, transformed into a significant opportunity for the city. In this post, I’ll walk through the different elements and outcomes of the project to show how and why our diverse team of individuals and organizations was able to work together to achieve our goals.
The Problem: Balancing Public Concerns With Human Interest
Denver Union Station has long been an important landmark and a point of pride for the city. When the Station was renovated and reopened in 2014, it once again cemented its place as the beating heart of Denver. Fast forward to 2020, and while Denver Union Station remained a bustling attraction and a center for local residents, restaurants and businesses, the area began to experience issues of public drug use, vandalism, violence and a general lack of cleanliness.
Concerns about safety and sanitation rose in tandem with a dramatic increase in homelessness in the area, resulting in a sharp drop in visitors to the area and revenue for local businesses.
In August of 2021, Denver Union Station teamed up with the Downtown Denver Partnership Business Improvement District (DDPBID), Regional Transportation Denver (RTD) and CSG (Consolidated Services Group), a social enterprise that provides commercial cleaning and maintenance services for urban environments, transit hubs, and special districts, to confront the problem head-on.
Setting Clear Goals and Objectives for Success
While each member of the team was representing one or more constituencies and stakeholders, alignment on shared goals and objectives was critical to the project’s success. Working together, the team identified the following:
- Help individuals living on the streets downtown with housing, substance abuse, mental health and other healthcare needs.
- Keep downtown beautiful with diligent cleaning and maintenance of streets, transit centers and gathering spaces.
- Ensure that solutions are created and implemented with all aspects of the issue in mind.
The Solution: A Multifaceted Plan to Combat a Multifaceted Problem
The first step in the process was working with the City of Denver Office of the Mayor to convene a community of experts representing each aspect of the issue, including substance abuse assistance, security, re-entry services, businesses and residents impacted, housing and shelter services, mental health and healthcare providers, and public realm cleaning and maintenance. As one of the leading partners called to the table to strategize solutions for this multifaceted challenge, CSG brought me on board as a fractional expert to lead corporate communications strategy for the organization.
In May 2022, Denver Action Partners Downtown Action Team (DAT) was created, and work began in earnest. CSG developed a dedicated team that proactively surveyed and maintained high-use public areas of downtown Denver. The DAT team complemented additional CSG Clean Teams servicing the Union Station area to provide around-the-clock, daily care of the beloved Denver landmark.
My focus on effective strategic communications, both internal and external, was an integral piece of the project. Throughout the project, I helped CSG align messaging with the company’s mission and values, which further motivated employees and solidified their role in creating true social impact.
When a team is working on a project of this magnitude, it’s not enough to remind employees that it’s “all hands on deck” and that “everyone works extra hard.” Employees need to buy into the “why,” and that was a big part of my focus throughout my time with the team.
Outcomes, Benefits and Takeaways
When the project was completed, Denver’s Union Station had not only been restored to its former brilliance; there was also a strong plan in place to preserve the landmark for the future. RTD, DDPBID, CSG and the city of Denver were able to positively impact the homelessness and cleanliness issues, welcoming visitors and locals alike back to downtown to live, work and play. In addition, the combined team was able to offer a pathway to a more inclusive Denver for those facing hardship.
For CSG’s part, in the span of only a year, the team:
- Removed 7,349 graffiti tags
- Completed 981 pressure washes
- Swept and disposed of 2,040 objects
- Safely discarded or recycled 1,695 bulk items
- Cleared 33,039 flyers from public structures
CSG Clean Team technicians committed to spending each day deep cleaning the public areas around Union Station. After months of consistent service, DUS saw increased visitor traffic, fewer sanitation and cleaning reports, and reports noted fewer incidents of crime.
In addition, CSG’s brand reputation benefited greatly from their work on Union Station, in part due to the consistency and quality of the external communications throughout the project. The partnership was so impactful that it was recognized by Downtown Colorado Inc. as the 2023 Governor’s Awards for Downtown Excellence, Best Partnership.
Beyond once again seeing in action the value of having an aligned, cross-functional team working together to drive change, my most important takeaway from the project was the importance of the group’s broader focus on long-term impact.
As a strategic communications advisor, I understand and adeptly translate the interconnected industry of business improvement districts, urban environments, public safety, and commercial cleanliness. My expertise in corporate communications, employee communications, media relations, and community engagement has enabled clients like CSG to build strong relationships with stakeholders and drive positive change in downtown Denver.
Interested in bringing an experienced fractional expert like Leslie into your organization?
Contact Canopy Advisory Group today at (720) 989-1705 to schedule a free consultation or tell us more about your project here.
