“Our work inevitably impacts local communities,” says Jim Loxam, Head of Customer and Stakeholder Engagement at VolkerStevin.
Jim leads a team that delivers major infrastructure projects for clients such as the Environment Agency and United Utilities. From flood alleviation schemes in Preston to river realignments in Littleborough, Jim is not only focused on reducing flood risks, but also on maintaining open, accessible communication with residents and stakeholders throughout.
Over the past four years, Jim and his team have been using Publiq as a central communication platform to increase transparency, reduce complaints, and offer support. “Support from stakeholders does not just make life easier, it is essential,” he explains.
VolkerStevin specialises in flood risk management projects across the United Kingdom. These schemes range from building flood walls and embankments to more complex river diversion initiatives that remove entire communities from the flood risk register.
“The properties on that register are harder to insure,” Jim explains. “So, when we successfully protect those homes, we are both stopping floods and improving lives.”
Their projects are driven in part by climate change, which has increased the frequency and severity of storms. However, flood mitigation comes with disruption: noisy construction work, road closures, and heavy traffic can frustrate communities.
“We might be saving 100 houses from flooding. But to be able to do that, we are bothering 500 houses. Or we might have a road closure that affects 1,000 people.” Jim notes.
That is where stakeholder engagement becomes critical. “We start our communications even before the first spade hits the ground,” Jim says.
His team engages property owners, local action groups, and residents through a mix of methods: in-person door-knocking, public exhibitions, community newsletters, and Publiq.
“Publiq has given us consistency,” Jim explains. “The same message reaches everyone at the same time. It avoids the ‘he said, she said’ scenarios that happen when you rely on on-site workers for updates.”
His team posts regularly, providing updates on noisy work, changes to access, and educational content around environmental benefits.
“It is not just about bad news like closures. We also share school visits and community donations, which soften the message and show the value we are adding.”
Jim sees Publiq as more than just a news feed. “It is a single source of truth. It gives people a channel to ask questions, share concerns, and see what we are doing in real time.”
His team integrates QR codes into every newsletter, flyer, and pull-up banner. They have embedded Publiq in library drop-in events and community magazines. However, despite those efforts, uptake remains one of the biggest challenges.
“If we send a letter to 3,000 homes, we might only get 500 people following the project,” he says. “However, those 500 are engaged - they want to know more. That is where the value is.”
What does Jim and his team post on Publiq? Project updates, responses to community questions, and project materials are often loaded onto the tool’s feed.
“We wouldn’t include a traffic management plan in a letter, but we can put it on Publiq,” Jim explains. “On top of that, communication through Publiq is not just one-way. People can contact us directly, whether it’s about flood risk or just asking us to move a sign.”
The fact that Publiq allows this level of two-way engagement is one of its major benefits to Jim’s projects.
With Publiq, Jim is able to reach a stakeholder group which is often overlooked. “We can connect with the silent members of the community. The people who did not get a letter, the people who would otherwise keep a low profile, but are still impacted.”
In areas like the Lake District, where holiday homes are common, Publiq has the potential to reach all. “Only 45 percent of properties are permanently occupied. A letter might never be read. However, with Publiq, the next set of tenants can still be informed.”
The app also aligns with national expectations for social value. In the United Kingdom, many infrastructure contracts require community benefit beyond the construction itself. Jim and his team meet this with school visits, local hiring, and contributions to community spaces, all of which are showcased via Publiq.
When asked about the challenges he encounters when using Publiq, he notes that the app is reliant on promotion and consistent input: “It is as good as how you advertise it”.
He also notices a fine line between over- and under-communicating. “You can post too much and turn people off”, he says, “but do not post enough, and you lose them entirely.”
Jim’s key lesson? No surprises. “People do not mind the inconvenience if they understand the ‘why’ behind it. However, if something catches them off guard, that is when complaints come in.”
His advice to fellow professionals? “Map your stakeholders early. Know who you are impacting, and how often they need to hear from you. Communicate before it is a problem.” His own learning curve has not been without difficulties.
“I have gotten it wrong plenty of times; too late, wrong audience, not far-reaching enough. However, every complaint teaches you something.” That knowledge is then utilised and applied to the next project.
VolkerStevin has already used Publiq in the North and is now expanding its use into similar projects in the Southeast. For Jim, the app is an indispensable part of future communication. He sees potential for augmented reality updates, wider translation features, and integration with United Kingdom-specific frameworks like C-MeX (Customer Measure of Experience).
“I think we have only scratched the surface of what Publiq can do,” Jim reflects. “Flood risk is not going away. Climate change is making sure of that. And as construction continues in new areas, how we communicate will become just as important as what we build.”
With Publiq, Jim and his team are proving that proactive, honest, and transparent communication builds trust, even when mother nature has other plans.