Driving Efficiency and Inclusion: How City of Moreton Bay Uses Snap Send Solve to Serve a Growing Community

City of Moreton Bay is Australia’s third-largest council by population, with over 500,000 residents and fast growth driven by older adults. The city is known for its natural beauty, including tranquil wetlands, expansive bushland, and picturesque coastal areas. 

By adopting Snap Send Solve as a primary channel, the council is protecting infrastructure and ensuring public spaces remain safe and accessible for everyone.

Meeting a Growing Need

With a growing population, City of Moreton Bay faced rising pressure on infrastructure and customer service. People aged 65+ account for 32% of recent population growth, and 1 in 17 residents require help due to a severe or profound disability—a group growing twice as fast as the general population. 

The council was managing high volumes of phone and email reports, often requiring manual entry. Snap Send Solve’s Enterprise Solution has helped streamline this process, making it easier for residents to report issues and for the council to respond efficiently.

‍A Smarter, More Inclusive Approach

City of Moreton Bay integrated Snap Send Solve into its operations through a two-way sync with its TechnologyOne CRM system, helping the council deliver more accessible and responsive services at scale.

• Accessible service delivery: Residents with a range of abilities can easily report issues with photos and locations via the app, removing barriers to participation and making it easier to raise concerns, improving council responsiveness.
• Faster resolutions: Field crews receive accurate, photo-supported reports—speeding up repairs to footpaths, ramps, and other essential infrastructure. This minimises unnecessary site visits and enables faster, targeted action — cutting operational costs.‍
• Increased transparency: Residents receive updates on their reports, reinforcing trust and improving engagement with people who may otherwise feel excluded. This approach has contributed to a 7% year-on-year improvement in the council’s Communication Rating for accessibility related issues. ‍
• Community-informed upgrades: Requests collected through Snap Send Solve help support the council’s Disability Access and Inclusion Plan, guiding inclusive design and accessibility improvements across the city.

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“Our integration with Snap Send Solve has been a game-changer in how we manage accessibility issues,” said the City of Moreton Bay CX team. “It allows us to respond faster, keep the community informed, and ensure public spaces are inclusive and accessible for everyone. The ability to easily update Snappers directly from our CRM back into the Snap Send Solve app means our residents stay in the loop without us needing to double-handle information—it’s streamlined and efficient.”

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City of Moreton Bay continues to make meaningful strides toward more accessible infrastructure across the city.

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• Beach access: Free-to-hire beach wheelchairs and matting make it easier for everyone to enjoy the sand and sea.‍
• Inclusive libraries: Accessible parking, entryways, and toilet facilities are now standard across City of Moreton Bay’s library network.
• All-abilities playground: Leslie Patrick Park features level access pathways, an inclusive playground, and open space for everyone to enjoy.

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Local Snappers love the responsive and inclusive service from City of Moreton Bay, regularly praising the council's quick action on accessibility issues.

“Exceptional services at supporting our problems at Nazarene aged care facility overall their timely response and absolutely satisfied outcome for our community.” - S. Harris

“So impressed for such a large council to respond and act so quickly. Great communication, great quick response to issues.” - Dretzack68

“They have typically arrived on site to either make an area safe (e.g. clear fallen trees) within half a day of me raising an activity. They have also contacted me where the issue cannot be resolved in a short time period.” - Annon 

Real Improvements for Residents

The impact of Snap Send Solve on City of Moreton Bay has been substantial:

• Accessibility engagement is on the rise, with a 141% increase in accessibility-related Snaps from 2023 to 2024—reflecting greater public awareness of the Snap Send Solve app and a growing community commitment to identifying and addressing accessibility issues.
• 205% growth in the number of residents using Snap Send Solve over the same period — a strong indicator of increasing community engagement and a positive perception of both the app and the results it delivers.
• Accessibility issues are being resolved at an impressive rate, with 93.4% of reports in 2024 marked as Solved—highlighting the impact of community reporting and swift action by responsible authorities.
• From 2023 to 2024, customer satisfaction is trending up, with City of Moreton Bay’s CSAT score improving by 17.6%—rising from 65% to 76%—indicating stronger user experiences and more effective issue resolution.
• Increased inclusivity, with improvements to infrastructure and public spaces that better serve people of all abilities.

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City of Moreton Bay’s leadership in accessibility and service excellence has not gone unnoticed.

For the second year in a row, City of Moreton Bay was recognised in the Snap Send Solve Solver of the Year Awards for its commitment to improving accessibility and liveability, consistently achieving high solve rates and customer satisfaction in accessibility-related issues.

Mayor Peter Flannery expressed his pride in the council’s achievements: “Winning the Inclusive Excellence Award again is a testament to our commitment to creating an accessible and inclusive city for all. Being voted Queensland’s best by the community is incredibly rewarding. It shows that our residents value the work we’re doing to resolve issues that matter most to them.”

By adopting Snap Send Solve as a primary channel for community reporting, City of Moreton Bay is not only keeping pace with growth—it’s setting a benchmark for inclusive, community-driven governance.

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