At the municipality of Harderwijk, residents are continuously kept informed about projects in their neighbourhood. They know in advance what is going to happen, receive regular updates throughout the process and are able to ask questions and contribute ideas. Publiq, under the name of De Harderwijkse BouwApp, plays an important role within that wider communication approach, with Hayal Dasdemir at the helm.
“What I like about Publiq is that it does not just inform people, it also shows them that they are being listened to,” she explains. Hayal knows that keeping people informed reduces complaints and that projects improve when residents are involved in decision-making. “The app is ideal for quick updates and direct communication with residents. It is a valuable addition to the other communication channels we use as a municipality to reach people.”
She is a Publiq superuser, and this is her story.
Hayal has worked for the municipality of Harderwijk for seven years and supports project managers within the Realisation and Management team. Over time, she has become the main point of contact for resident communication around projects, even though the role itself never formally existed.
“My role did not really exist at first,” she says. “I started as an administrative assistant, but I realised I found the contact with residents and projects much more interesting. Gradually I started taking on more of that work, and now it has become my full-time role.”
Where communication in many projects is still largely reactive, Harderwijk focuses on informing and involving residents from the very beginning. “For major strategic decisions, we use our participation platform or organise meetings,” Hayal explains. “As soon as a project becomes more concrete or enters the execution phase, Publiq becomes the main tool for day-to-day communication.” Projects are not presented as fully developed plans from the start, but begin with open conversations.
“We always start with a blank page,” she says. “We go into the neighbourhood and ask people what is happening there, what could be improved and what matters to them. Whatever is feasible is incorporated into the design.” According to Hayal, that approach requires more coordination in the early stages, but creates greater clarity during execution. Residents recognise their input in the plans and better understand why certain decisions are made.
For Hayal, Publiq is not a separate communication tool, but a fixed part of how she manages projects. It forms the basis of her day-to-day communication with residents.
During active projects, she posts at least one update per week, and often more. Sometimes at the start of the week to look ahead, and sometimes at the end to wrap things up. “I try to keep it as short and clear as possible,” she says. “Not too much text, preferably with a photo. People need to understand it quickly.” That consistency helps residents know when to expect information and where to find it.
Publiq also plays an important role in follow-up communication, something Hayal felt had long been missing. “People would attend a meeting, share their views and then sometimes hear nothing for months. That simply does not work.” Feedback from resident meetings is processed and shared, so people can see what happens with their ideas. Not every suggestion is ultimately implemented, but there is always clarity about why certain decisions are or are not taken forward.
Hayal manages the projects within the app, answers questions and coordinates with project managers and contractors. That creates short lines of communication and consistency in how residents are informed. “If a question comes in, I try to answer it the same day or the next day,” she says.
According to Hayal, the value is not only in the speed of communication, but in making residents feel that they are being heard. That is also reflected in the numbers. Since the app has been actively used, the number of phone calls and emails has decreased. Many questions are answered before they are even asked, because residents know where to find the latest information.
Projects often involve competing interests that cannot always be combined. Hayal gives the example of the redevelopment of a suburban residential area where the municipality wanted to introduce more greenery, while residents prioritised additional parking spaces.
“We listen to that and make a decision based on what is happening in the neighbourhood. In this case, more parking spaces were eventually created,” she explains. “The residents are the ones who have to use the space in the end. We may personally think more greenery looks better, but that does not solve their parking problem.”
Having a direct line with residents also has another side to it. Most reactions are positive or constructive, but there are also situations where involvement becomes more intense.
Hayal recalls one resident who reacted to almost every update, sometimes sending multiple messages in a row. “He kept responding to nearly every post, for example about a flower box that he thought should be moved 2 inches to the side.”
In those situations, she prefers to handle things through personal conversation. By inviting someone to talk things through, there is often more room for mutual understanding. “At the end of the day, it is still someone who lives in the neighbourhood, so you want to listen. Even if the tone is not always pleasant.”
Hayal’s way of communicating is also reflected in smaller projects. During the redevelopment of a playground, for example, children were allowed to choose which equipment they wanted themselves.
The municipality is now looking at expanding this approach beyond construction and infrastructure projects into other areas of public space management. “Residents have questions about those topics as well, and there too we want them to feel heard.” Publiq has already been designed with that broader use in mind. If the municipality takes that next step, the same way of working can easily be extended to other public projects.