On behalf of Rijkswaterstaat (the Dutch Department of Waterways and Public Works), contractor Heijmans is widening and renewing the A1 motorway between Apeldoorn and Twello in the Netherlands. A crucial part of this project is communication with stakeholders such as local governments, road users, nearby residents, and other involved parties.
Rijkswaterstaat handles communication focused on raising awareness of their organisation and the widening works. During the planning phase, the Stakeholder Engagement Manager of Rijkswaterstaat and his team built a good and constructive relationship with all involved parties, which continues in the execution phase of both the Twello-Azelo and Apeldoorn-Twello sections. Given these established relationships, Rijkswaterstaat emphasises on using a personal approach.
Heijmans, as the contractor, is the project’s public face. They coordinate the work with stakeholders, informing them in a timely manner about when the work will take place and its direct consequences. This is termed ‘construction communication.’ We discussed this with Saskia Smulders and Salina Toonen from the Heijmans Stakeholder Engagement Team.
The Heijmans Stakeholder Engagement Team
The Heijmans Stakeholder Engagement Team consists of Maarten, Saskia, and Salina. Maarten is responsible for contact with ‘institutional stakeholders’ such as municipalities and the province. Saskia handles construction communication, including letters to residents, the project website, and the SitePodium app. Salina manages individual contact with residents and stakeholders such as the animal shelter and the rowing club. Additionally, the stakeholder engagement team handles traffic management, cables and pipelines, permits, and more.
Communication Challenges on the Road
“Every major construction project brings its own challenges, especially regarding construction communication,” says Saskia. “As contractors, we disrupt the environment and cause inconvenience. The key is to communicate about this as timely and clearly as possible to stay in touch with the community.”
Digital and Personal Communication Approach
Central to the construction communication approach is SitePodium, which is essential for daily information dissemination. “This app is our direct communication channel. It allows us to share updates with everyone involved at any time of the day,” explains Saskia. Salina emphasises the importance of personal interaction: “By being present, listening, and explaining things clearly, we build trust with the people most affected by the project.”
Results of a Thoughtful Approach
The combination of SitePodium and personal interaction has resulted in more than 1,000 active followers and broad community support. “Importantly, within four months, we had a substantial number of followers across various target groups, including urban and rural areas, as well as A1 road users. This number has continued to grow in recent months,” says Saskia. This success was celebrated in early 2024 with a cake. The follower count now stands at 1,380, and Saskia expects it to reach nearly 1,500 by the end of the project.
A Project that strengthens community bonds
By communicating clearly, timely, and empathetically, Rijkswaterstaat and Heijmans strengthen their bond with the community. Using SitePodium as an important tool, this approach has proven effective.
