City of Moreton Bay: Leading the Way with Snap Send Solve

A Double Win at the 2024 Solver of the Year Awards

City of Moreton Bay is one of Australia’s fastest-growing urban areas, home to 500,000+ residents across 2,045 square kilometers—the country’s third-largest local government area. With a diverse mix of young families and retirees, it offers a vibrant blend of nature and community, from Redcliffe Jetty to D'Aguilar National Park trails and Bribie Island’s beaches.

Beyond its stunning landscapes, City of Moreton Bay is also a leader in local government service delivery, recently earning a top spot at the 2024 Snap Send Solve Solver of the Year Awards with two major wins.

🏆 Snapper’s Choice Award – City of Moreton Bay was voted Queensland’s best Solver, standing out among 90 contenders. Thousands of community members showed their appreciation for the council’s responsiveness and dedication to resolving reported issues.

🏆 Inclusive Excellence Award – For the second consecutive year, City of Moreton Bay was recognised for its commitment to improving accessibility and liveability. The council consistently achieves high solve rates for accessibility-related issues, ensuring public spaces are inclusive for all residents.

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.”

Moreton Bay resident and active Snapper, Mark M., also praised the council’s responsiveness: “Everything I have reported via the app has been resolved promptly. Of special note, I was genuinely impressed by how quickly they removed some graffiti I reported earlier in the year. Well done.”

Scaling Up with Snap Send Solve

With a rapidly growing population, City of Moreton Bay needs scalable solutions to efficiently manage local issues.

The demand for timely resolutions is increasing, and Snap Send Solve provides a streamlined way for residents to report problems while reducing the workload for council teams.

City of Moreton Bay residents can use the app to quickly report issues with photos and exact locations, helping the council respond faster and more efficiently.

In fact, over 89% of Snap Send Solve reports sent to City of Moreton Bay include photos.

City of Moreton Bay’s two-way integration with Snap Send Solve plays a critical role in maintaining high service levels by:

• Reducing manual workload – Reports automatically feed into the council’s TechOne CRM system, substantially decreasing manual data entry. The Customer Service team ensures reports are correctly categorised and assigned, while field crews, including maintenance and waste management teams, quickly address issues such as potholes, damaged footpaths, and illegal rubbish and tyre dumping.
• Enhancing customer satisfaction – Residents receive updates on their reports, improving transparency and trust. By closing the feedback loop, residents feel heard and appreciated, leading to stronger community engagement. From 2023 to 2024, there was a 200% increase in residents using the Snap Send Solve app to report issues.
• Supporting scalability – With a 314% increase in Snap Send Solve reports from 2023 to 2024, automated workflows ensure the council can maintain high-quality service without overburdening staff. As Moreton Bay continues to grow, this integration allows for efficient resource allocation and timely issue resolution.

Commitment to Accessibility & Inclusion

City of Moreton Bay’s ongoing efforts to create an inclusive community are guided by its Disability Access and Inclusion Plan. This plan focuses on five key areas to improve accessibility in a practical and fiscally responsible way. The council has invested in several key initiatives, such as:

• Accessible infrastructure – Upgrading footpaths, ramps, and public facilities to meet best-practice accessibility standards.
• Safer and more inclusive transport options – Expanding bike paths and pedestrian-friendly areas to enhance mobility.
• Community engagement – Working closely with local disability groups to ensure public spaces meet the needs of all residents.

By embedding accessibility into infrastructure projects and leveraging tools like Snap Send Solve to address issues quickly, City of Moreton Bay is making meaningful progress toward a more inclusive city.

City of Moreton Bay’s Solver Performance

Through improved communication and dedicated efforts over the past 12 months, City Moreton Bay has seen a significant boost in its Snap Send Solve ratings. The council’s Snapper rating—based on users rating their reports in the app—has increased from 3.24/5 to 3.81/5, reflecting a 17.6% improvement. This means that more residents are satisfied with the council’s responsiveness, feeling confident that their reports are being acted on efficiently.

City of Moreton Bay’s partnership with Snap Send Solve bridges the gap between the community and Council, enabling a two-way dialogue that fosters trust. By engaging with customers on their preferred platforms and keeping residents informed, Moreton Bay is strengthening its community relationships.

Looking Ahead

With two Solver of the Year Awards under its belt, City of Moreton Bay is committed to further innovation in community engagement and public space management. As more residents turn to Snap Send Solve to report issues, the council is well-positioned to maintain its reputation as a leader in responsive and inclusive governance.

Congratulations to City of Moreton Bay for this well-deserved recognition! Keep up the great work improving shared spaces for all.

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