The platform wasn't Linz’s first brush with digital democracy. The city already had a participation platform as well as a mobile app allowing residents to flag issues they encountered on the streets. Both these initiatives were ways to connect with the community, but they weren’t enough. The projects on the old platform had a short lifespan and were only open to a handful of topics, which was quite limiting. Moreover, the platform was developed in-house by the city and the technology we used wasn’t advanced enough.
Recognizing the need for a more robust solution, the city adopted Go Vocal's platform and introduced "Proposals," a bottom-up participation feature that empowers residents to share their ideas with the city on any topic, at any time.
The shift to a bottom-up approach
Silvia Hackl, Head of Innovation & Participation at the City of Linz, explains:"Our entry rule is simple: if a proposal reaches 50 votes within 60 days, our team connects with relevant experts depending on the topic and invites them to a discussion with the idea provider. In this meeting, we examine the proposal's feasibility and address any challenges. Open exchange is crucial, so we also publish an official update on the platform to keep the community informed."
This bottom-up approach has been a success. It's a popular way for Linz residents to engage, with over 150 proposals submitted on a range of topics, and more than 25 idea discussions already held.
"In addition to proposals, we receive numerous ideas and suggestions through other participatory projects, such as PopUp-Store and Linz hACkT. These are incorporated into various initiatives, including the climate change adaptation strategy and the Digital Linz program," Silvia adds.
Cost efficiency and continuous improvement
Partnering with Go Vocal has allowed Linz to share the costs of investing in new technology with other cities. As noted by the project manager from Linz's IT consultancy partner, “working with an external partner means the cost of technology investment is shared, and the platform benefits from regular updates and improvements—something we couldn’t afford to do on our own.”
Success through innovation and integration
The Innovation Hub celebrates its 5th anniversary in 2024. Silvia: "We’ve become an important intermediary, not just within the City Council, but also with numerous institutions and networks across Linz and beyond. This success is a testament to the program's impact."
Lessons learned
The initiative to empower residents to submit proposals originated from the mayor himself. The city organized several internal alignment meetings to identify key projects and determine which would have the greatest impact. Strong support from political leadership is essential, and in Linz's case, having the mayor champion the idea of citizen proposals ensured we had backing at the highest level.
“It’s crucial that there’s strong support for citizen proposals from the political side.”
Effective communication is crucial to the success of the project. The city developed a comprehensive communication plan to support the launch, with the engagement team crafting the messaging and the communication team handling the design and execution of campaigns. They are very present on social media to grow their user base, running successful paid campaigns on Facebook and utilizing digital signage throughout the city.
Silvia: "In order to reach as many different people, age groups and interest groups as possible, however, digital participation can only serve as a supplement to other - above all physical - methods. With some of our formats, such as the smartphone days for senior residents, we see that less digitally savvy people still prefer offline engagement. That's why we have a sign “Open for new ideas” outside our office. Linzers literally can walk up to us with their suggestions. We are also often out and about in the city districts with interactive campaigns. Direct exchange at public events, in guided workshops and community panels is very important to us in order to give as many people as possible the opportunity to get involved. Very much in line with our motto: help shape, have your say, get involved!"
Advice for local governments who are looking to launch citizen proposals
Opening up a platform to community input can be intimidating, especially with concerns about potential negativity or managing expectations. However, Linz's experience shows that it can pay off. Negative comments are rare, and moderation options help manage discourse.
The engagement team values the platform’s ability to spark interesting conversations. Even when a proposal cannot be implemented, they use the opportunity to engage with residents and explain the reasons behind the decision. To ensure success, having clear processes in place is beneficial, but much of the learning comes from experience.
To ensure success, having clear processes in place is helpful, but much of the learning comes from experience. While preparation is key, it's also important to be flexible and adapt as things evolve. So, don’t let fear hold you back — take the leap and start engaging!
“It can be scary to open up the platform and give a voice to residents. You may fear negativity on your city’s platform, but it’s a risk that you need to take.“
Is your local government agency looking to give community members a voice in local policy decisions? Our participation strategists are happy to show you how our digital engagement platform can assist with achieving your goals!
