How the City of Gosnells Builds Community Trust Through Responsive Service

The City of Gosnells is a thriving community, home to diverse residents and iconic spots like the Sutherlands Park Youth Entertainment Space,
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.
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Meeting Rising Expectations in a Growing Community

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As the City of Gosnells grows, so do community expectations for fast, effective, and transparent service. With tens of thousands of requests each year, maintaining high customer satisfaction is a key challenge. Residents want to feel heard and see real results, making trust,
responsiveness, and a smooth reporting experience more important than ever.
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To meet these expectations, the City of Gosnells turned to Snap Send Solve as a way to simplify how residents report issues. By offering a quick, user-friendly platform, the City has made it easier for the community to engage, helping improve both the customer experience
and service delivery.
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Significant Increase in Community Engagement

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From 2023 to 2024, the City of Gosnells saw a significant rise in community use of the Snap Send Solve app, reflecting growing confidence in both the platform and the Council’s responsiveness.

The number of unique users submitting reports grew by 24.2%, showing more residents trust the app as a reliable way to raise local issues. This increased adoption highlights the City’s success in making issue reporting more accessible and improving the overall customer experience.

Faster, More Effective Service Delivery

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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.

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The City of Gosnells Customer Service Team is dedicated to making issue reporting as seamless as possible. By using custom questions for each incident type, they guide Snappers through the process, setting clear expectations and requesting key details for more complex issues. These refinements help reduce the time it takes to submit a report, creating a smoother, more efficient experience for residents. For report types likely to require follow-up, the City has also made phone numbers mandatory, ensuring their team can respond quickly and effectively.

The City has embraced the Snapper Messaging feature, using a set of 11 message templates to provide quick, consistent updates. These cover a range of scenarios, including when a job is raised, more information is required, or a report has been nudged. This not only streamlines communication but also keeps Snappers informed and satisfied, reinforcing the City’s commitment to excellent customer service.

“Working in partnership with Snap Send Solve to develop customised features has ensured the City receives the information it needs to action tasks faster and with less fuss, making the use of Snap Send Solve more reliable for the community and the City,” Mayor Terresa Lynes said.

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The Community Loves It

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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:
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“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

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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. City of Gosnells Snap Send Solve Customer Satisfaction Score (CSAT) is 84.4%, well above the WA state average of 74.8%.

Strong Leadership and Continued Improvement

Mayor Lynes said the recognition by Snap Send Solve users further motivates the City to continue exploring ways to improve customer service.
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“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.

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Join the Councils Redefining Service in WA

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.

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As the City 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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