Text Marjolein Kooi
Photo Aki Takematsu
How do you ensure that 463 buildings in 160 countries are managed and maintained in an effective and sustainable way? This is the challenge facing Housing and Real Estate Worldwide Department (DHF). DHF's management and maintenance team and the operational managers (OM's) at the missions conduct an annual survey of each mission's buildings, to decide whether they require maintenance. In the case of large embassies like the one in Tokyo, which consists of various unusual properties owned by the Dutch state, they work together closely to ensure that everything goes smoothly.
‘Once a year we assess whether state-owned properties require maintenance, together with the relevant missions.’
Wordwide, DHF and the OM's are working together on the sustainable management and maintenance of 460 buildings.
Regular maintenance
Many of BZ’s offices (‘chanceries’) and official residences worldwide are rented. But a significant proportion are owned by BZ. Mariete van den Bulck, management and maintenance adviser for DHF, is responsible for the maintenance of our buildings in the Asia/Oceania region. ‘In the case of state-owned buildings we consult with the relevant missions once a year to see if any maintenance is needed,’ Mariete explains. ‘If so, we decide whether we can carry out the work ourselves or whether it should be designated a maintenance project. A contract award procedure may be required. If there are already plans to reconfigure the interior, we will consult with our interior architects.’ The work of Mariete and her team is part of the ‘exploitation phase’, which means keeping our beautiful buildings beautiful, as opposed to constructing new ones from scratch (see DHF’s multiannual programme).
Making our real estate more sustainable
BZ manages many historic buildings, some of which are truly exceptional. Good management and maintenance is important, because the missions serve as the Netherlands’ calling card abroad. The experts in DHF's management and maintenance team help staff at the missions in this regard. The team and the missions also consider ways of making real estate more sustainable. After all, we want to show that the Netherlands is committed to sustainability. And our missions play a big part in that. As part of BZ's Mission Sustainable programme, DHF has drawn up an Action Plan for Sustainable Real Estate.
'I think it's great that we have three women carrying out the management and maintenance of a large mission like Tokyo.’
DHF Expertise
Betty Reatmadja has been the operational manager (OM) in Tokyo for the last 18 months and has lived abroad with her family for many years. 'As OM, you’re responsible for operational management at the mission. This includes buildings. At small missions there’s usually not much to do, especially if your buildings are rented. At a large mission like this one, there’s a lot of management and maintenance work. You're confronted with a lot of information from the mission, contractors and architects. So I’m glad I can rely on Mariete’s expertise and support. She looks through the proposals and knows exactly what kind of maintenance is required and who should carry it out.’
Digital evaluations
Mariete carries out mission visits several times a year. ‘We start by evaluating the situation from the Netherlands, and prepare meetings planned at the mission in advance. This allows us to work as efficiently as possible once we’re on site. We receive a lot of questions and requests from operational managers. We discuss them online, using architects’ plans, photos and videos. Sometimes we can advise from the Netherlands on a tender procedure or about work that needs doing.’
Inspections
‘State-owned properties (or rented properties in which we have carried out building work) undergo a structural inspection by a Dutch company once every four years,’ Mariete continues. DHF ensures that rented properties have good security, reconfigures them where necessary and carries out minor maintenance. Large missions with a number of state-owned buildings, such as Tokyo, usually work with local maintenance companies which carry out repeat or minor maintenance work.
Three women
The mission in Tokyo has an official residence with three service quarters for live-in staff, a chancery, and three apartments for staff posted from The Hague. The annual inspection found that the façade and window frames in the official residence needed painting. In such cases, Mariete compiles a programme of requirements and guides the contract award procedure. Her own technical background means she often also attends technical meetings with contractors. In October she visited Tokyo to map out the planned work with Betty and her local colleague Chizuko Nomura. ‘I think it's great that we have three women carrying out the management and maintenance of a large mission like Tokyo,’ Betty says. The three colleagues spoke with various contractors to decide who could best carry out the work. When deciding on a candidate, they consider not only the quality of the work, but also whether it's possible to communicate with the contractor in English.
Lost in translation
Both Betty and Mariete emphasise the importance of local colleagues like Chizuko. ‘Local employees have sometimes worked at a mission for a long time – perhaps as long as 10 to 20 years – so they are familiar with local firms and the history of the mission,’ Betty explains. ‘Thanks to their large network, they know who is reliable. Many Japanese contractors speak limited English. But the Japanese are very polite and do not want to lose face. So it's great to have a local colleague here to help us with the language and culture. She knows much better than us the right approach to take.’
'Tulip diplomacy'
The embassy in Tokyo organises a tulip festival once a year. 'We invite our contacts from the government, other embassies, stakeholder groups and businesses we work with,’ says Betty. ‘It's a big job organising the event. During our open days for the public, visitors can admire some 15,000 tulips in the embassy’s garden. Part of the official residence is also open to visitors. So, as a calling card for the Netherlands, the embassy needs to look its absolute best. This allows us to make the best of our network here and helps us enhance our diplomatic contacts in Japan.’
Read more about the Housing and Real Estate Worldwide Department (DHF)
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