The City of Gosnells has been named a winner at the third annual Solver of the Year Awards, hosted by Snap Send Solve. Ranked among the top five councils in Western Australia out of 139, the City of Gosnells has demonstrated exceptional efficiency in resolving community reports through first-point resolution.
A Growing Community That’s Engaged and Proactive
The City of Gosnells is a thriving community hub, home to diverse residents and iconic spots like the Gosnells Railway Markets, Ellis Brook Valley Reserve, and Gosnells Town Square. With a growing population and 64,000 service requests handled each year, the City actively engages with its residents to keep the community thriving. It’s no surprise the City earned top recognition at this year’s awards!
Significant Increase in Community Engagement
The City of Gosnells has experienced a significant increase in reports lodged through Snap Send Solve, highlighting the community’s confidence in the Council, as well as the platform and its effectiveness. From 2023 to 2024 there was a 27.8% increase in reports submitted through the app.
Not only are more issues being reported, but the number of unique reporters has also grown 24.2% year-on-year.
This growth reflects the community’s active participation in improving shared spaces and the City’s strong response to resolving issues efficiently.
Faster, More Effective Service Delivery
A key factor in the City of Gosnells’ success is its commitment to first-point resolution, reducing the need for escalation and improving service efficiency:
- 96% of reports include a photo, significantly enhancing issue clarity compared to phone, email, or social media reports.
- Pinpoint location accuracy ensures teams can find and fix issues quickly.
- Average resolution time: 8.8 days compared to the national average of 24.8 days.
The City of Gosnells CX Team is dedicated to making issue reporting as seamless as possible. By refining the information they receive via Snap Send Solve, the council aims to reduce the time it takes for residents to submit a report—ensuring a smoother, more efficient experience.
The team also loves the Snapper Messaging feature, using message templates to provide quick, consistent updates. This not only streamlines communication but also keeps Snappers informed and satisfied, reinforcing the City’s commitment to excellent customer service.
- Customer Satisfaction Score (CSAT): 84.4% well above the WA state average of 74.8%.
- Snapper Satisfaction: 4.5 stars, highlighting the community’s confidence in Gosnells’ problem-solving capabilities.
The Community Loves It
City of Gosnells residents have embraced Snap Send Solve, praising the council’s quick response times and efficient resolutions. Many locals have shared their positive experiences:
“Tree was gone less than 24 hours later. Super fast.” - Local Snapper Naomi
“Came out within 2 business days, very happy with the speed of them coming out.” - Local Snapper Kate
With faster fixes and seamless issue reporting, the community has come to trust and rely on Snap Send Solve as a go-to tool for improving shared spaces in the City of Gosnells.
The Value of First-Point Resolution
By resolving issues at the first contact, the City of Gosnells is working towards:
- Cost savings by reducing unnecessary follow-ups and repeat service requests.
- Better maintenance ROI, ensuring infrastructure longevity and minimising disruption to residents.
- Improved customer experience, strengthening trust between the council and the community
Strong Leadership and Continued Improvement
City of Gosnells Mayor Terresa Lynes said the recognition by Snap Send Solve users further motivates the City to continue exploring ways to improve customer service.
“Snap Send Solve offers an easy and efficient way for community members to report issues across the City, including photographs and an exact location, at any time of the day” she said. “We look forward to continuing to work with Snap Send Solve to improve the experience for customers and for the City, with the ultimate aim of creating great places in the City of Gosnells for everyone to enjoy.”
Setting the Standard for WA Councils
The City of Gosnells’ success at the 2024 Solver of the Year Awards highlights the impact of proactive issue resolution and community engagement. By prioritising first-point resolution, leveraging technology, and responding swiftly to community concerns, the City sets a gold standard for councils across Western Australia.
As Gosnells continues to enhance its approach to customer service, other councils can look to its success as a blueprint for effective community engagement and issue resolution.
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