On their first day working in the Netherlands, both Tom Paton and Mark Miles wondered why a full-time stakeholder manager was even needed. After all, they had worked on major infrastructure projects in New Zealand, Australia, South Africa and the United Kingdom without ever seeing the role as it exists in the Netherlands. A week later, they understood exactly why.
In the first English-language episode of Omgevingsmanagement, de Podcast, (Stakeholder management, the Podcast) the two construction professionals join host Carlijn to reflect on what surprised them most about Dutch projects and why stakeholder management has become such an essential part of delivering infrastructure.
One of the biggest differences they noticed was the environment in which Dutch infrastructure projects take place. Unlike projects where construction sites remain largely isolated from their surroundings, many Dutch projects are carried out in the middle of busy cities, above live roads and tram lines, and surrounded by residents, businesses and public transport.
Tom, who is originally from the UK, but grew up in Australia, experienced that immediately after arriving in the Netherlands. "To do a lot of the work you need closures, and to get your closures you need to be friendly with your stakeholders," he explains. "I quickly learned that the stakeholder side of it was a full-time job."
Instead of working with one client and a handful of stakeholders, projects suddenly involved municipalities, road authorities, public transport operators, residents, provinces and many other organisations, all with their own interests and responsibilities.
Both guests also point to something else: Dutch culture and people in the Netherlands simply expecting information. "I think you have to be open," they say. "People want to know exactly what's happening. They do not like facts being withheld from them."
The discussion repeatedly returns to the importance of this level of openness. Tom believes construction teams sometimes underestimate how valuable it is to involve clients and stakeholders early. "You've got to take them along on the journey," he says. "They do not need to know every detail, but they need enough information to help you do your job."
Mark, who is from South Africa, makes a similar point. "Honesty is one hundred percent critical," he says. "Residents want to be informed, and do not think they are foolish for a second." For both guests, stakeholder management is ultimately about preventing surprises rather than solving problems afterwards.
Mark was initially sceptical about the amount of preparation that Dutch projects require. Today, he sees it differently. "I think pre-engagement planning has made what could have been friction-filled situations completely mitigated," he says.
Tom agrees that the extensive planning changes the way construction teams work. "Because we have to plan closures and work well in advance, it gives you a 360-degree vision of your work," he explains. Instead of constantly reacting to unexpected situations, project teams spend more time identifying risks before construction even starts.
One of the most entertaining parts of the episode comes when both guests compare stakeholder engagement across countries. Mark tells the story of working on a rural road project in South Africa, where discussions with local stakeholders sometimes began in a rather unconventional way. "We have something called a toyi-toyi," he explains. "They burn fires, march around, and only when the smoke comes out does the project manager go and see what is happening."
The story is amusing, but it also highlights how differently stakeholder engagement is organised around the world. In the Netherlands, identifying stakeholders, understanding their interests and communicating with them happens long before construction begins.
Curious to hear the full conversation between Tom Paton and Mark Miles and Carlijn Bergshoeff? Listen to episode 67 of Omgevingsmanagement de Podcast on your favourite platform: