Darwin is a vibrant, tropical city home to over 86,000 people, known for its rich cultural diversity, stunning natural landscapes, and extreme weather conditions. With a hot, humid climate and seasonal monsoons, maintaining public infrastructure is no small feat. From managing storm damage to ensuring footpaths remain safe and accessible, service delivery in Darwin demands efficiency, responsiveness, and community collaboration.
Double Award Winners: Setting the Standard in 2024
🏆 Inclusive Excellence Award – With an impressive 85% solve rate, City of Darwin leads the way in resolving pavement, footpath, and accessibility-related issues. Their efforts are making public spaces safer and more inclusive for everyone.
🏆 Top 5 Councils Award – Recognised as one of the highest-rated councils across Australia and Aotearoa New Zealand, City of Darwin consistently delivers outstanding service and community satisfaction.
Making Darwin Accessible for Everyone
“Creating an accessible and inclusive city is a priority for City of Darwin, and we’re proud to be acknowledged for our ongoing efforts in making public spaces welcoming for everyone. This recognition reflects our commitment to ensuring that all residents, regardless of ability, can enjoy and navigate our city with ease.” said Keith Whannell, Manager Digital Innovation.
The Access and Inclusion Plan is a cornerstone of City of Darwin’s vision for a tropical, liveable city that provides opportunity and choice for all residents. By ensuring equal access to the built and natural environment, services, programs, and information, the council continues to foster a more accessible community.
“Through Snap Send Solve, our community plays a vital role in identifying and reporting accessibility concerns, helping us address them in a timely manner. We thank our residents for their engagement and our dedicated teams for working hard to enhance inclusivity and liveability across Darwin.” - Keith Whannell.
And the community is responding! The City received 208 reports in 2023, 328 reports in 2024, and has already reached 628 reports by March 2025—a 91% increase on last year and a 202% increase since 2023. In 2025, the Darwin community will start to experience the benefits of the full Snap Send Solve platform powering up the customer team at council.
How City of Darwin’s Customer Satisfaction improvements lead to a Top 5 Spot
City of Darwin’s focus on Customer Satisfaction has secured them a spot in the top 5 Solvers of the Year in the Northern Territory.
Here's how City of Darwin achieved this impressive result:
- Streamline reporting and resolving accessibility concerns with both the Snap Send Solve app and webform on the website, ensuring a consistent, easy experience across customer touchpoints.
- Identify and resolve issues more effectively —3 in 4 Snaps have a photo attached
- Improve service delivery with real-time data, insights, and customer satisfaction tracking.
By adopting the Snap Send Solve Enterprise, City of Darwin strengthens its commitment to efficient issue resolution and customer satisfaction.
Looking Ahead
The City of Darwin isn’t slowing down. In the year ahead, they aim to:
✅ Increase community participation by making it easier for people to report issues.
✅ Improve response times and solve rates by proactively closing off tickets and closing the loop with full access to the Snap Send Solve portal.
✅ Enhance community engagement using the Snapper Messaging feature to communicate on the same platform where reports were submitted.
With a winning combination of community engagement, smart technology, and a commitment to inclusivity, City of Darwin is proving what’s possible when councils and residents work together to improve shared spaces.
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