Citizen Participation for Governments via WhatsApp

It is crucial for governments to stay closely connected with citizens and actively involve them in policy-making processes. Often, officials feel separated from the citizens. Research shows that many officials are hesitant to make direct contact with citizens, fearing negative reactions or because they worry about making promises they can't keep. Communication also stagnates due to formal and bureaucratic language or other professional jargon. This has created a significant gap between the citizen on one side and the government with its policy plans and subsidy opportunities on the other, eager to reach the citizen.

Overcoming the Challenge

The solution? "Go out as a person." This human aspect lowers the barrier and makes the conversation more natural, where officials do not have to reveal immediately that they are officials. Going into the neighbourhood, talking with residents, and sitting 'at the kitchen table' are essential to start a dialogue with the citizen. They often have many questions, feel the gap as well, and are usually open to a dialogue. This is where an official should particularly listen. Go into the neighbourhood, engage in conversation.

The Unreachable Citizen

When officials take the walk and venture into the neighbourhood, they can ring the doorbells of citizens. Those who are home often welcome a chat. Those not at home — because they are also working — cannot engage in dialogue. Opinions cannot be shared, nor can a dialogue be initiated with these citizens. Going out in the evening, beyond working hours, might not be appreciated by both the citizens and the officials themselves. So, how else can you engage in dialogue?

The solution? "Use the world's most popular communication platform." The technological aspect of WhatsApp lowers the barrier for the citizen who was unavailable and is now reading the council's letter. Keep that attention.

All Citizens Reachable

The only way for the government to effectively use WhatsApp is via Ripplecom. This is the only low-threshold, well-thought-out solution for governments to encourage citizen participation and bridge the gap with residents. By using communication automation alongside all current applications, councils can easily make contact with large numbers of citizens, without officials having to physically go out into the streets. Moreover, the citizen can be approached at the time they prefer to be contacted.

Proven Effective in Borne

Take, for example, the successful initiative by the council of Borne with Borne Gaat Voor Groen. With the help of Ripplecom, the council was able to reach as much as 20% of the residents in the context of the collective neighbourhood approach (part of the Neighbourhood Implementation Plan, WUP). The trick? Make communication as accessible as possible.

Residents received a plainly worded residents' letter, without professional jargon, featuring a smart QR code. Thanks to the pandemic, the use of QR codes has soared. The entire user group recognises and scans QR codes. In the case of Borne, scanning the QR code opened WhatsApp on the citizen's phone with a pre-filled message, immediately including the address. This made it not only low-threshold but also very accessible. In the following Q&A, just by answering five questions, the residents' sustainability wishes were identified. Subsequently, an appointment was automatically scheduled between the citizen and a sustainability advisor.

Within three minutes, the entire process — from initial contact to appointment and recording of wishes — was streamlined. For one in five residents, an appointment was made and a dialogue occurred. Of these, 85% was processed through the automated system. The remaining 15% could easily be handled the next day. After all, everyone checks their phone several times a day and can answer a WhatsApp message in between other activities. Once the appointment is scheduled, the citizen receives a reminder message an hour before the meeting with the sustainability advisor. The reminder message includes the name of the advisor, making residents feel welcome and comfortable to communicate openly.

This successful example shows how WhatsApp via Ripplecom can bridge the participation gap. The principle of Ripplecom is now used for the Village Implementation Plan of the council of Deventer for Bathmen and local energy initiatives such as Aadorp (Almelo council). The key is to put the human experience at the centre, without the business or bureaucratic connotations. Governments can easily create engagement with citizens and truly listen to their needs and opinions.

Thus, councils optimise their policies and services based on direct feedback from the community itself. No desk drawers or formal procedures that keep the citizen at a distance, but a warm and accessible dialogue through the power of WhatsApp. A proven recipe for effective citizen participation in the digital age.