Frankston City Council - Promotion and Advocacy Case Study

Throughout 2020, Frankston City Council created a new standard for letting their residents know that the Snap Send Solve platform provides an easy and efficient way of reporting issues to Council.

Some of their promotion methods included:

  • installing signage at the local public toilets that featured QR Codes directing people straight to the app
  • online promotion including frequent social media posts, information and links on their website
  • regular features in their digital newsletter
  • posters
  • bi-monthly printed newsletters
  • information cards to distribute from their customer service desks
  • on-hold messaging.

Frankston City Council was one of the first authorities to put information about Snap Send Solve on their hold messaging, relieving pressure on their Call Centre.

Why Promote?

Cost to Serve

Based on our conversations with Local Government Organisations over the past year we have gathered data on the current cost per transaction of various channels, and the anticipated cost per transaction of the same channels in the future.

As expected, the cost to maintain manual channels (Face to Face and Phone) will increase with rising wage costs, while digital channels will continue to reduce in cost as the uptake and sophistication of the channel increases.

We asked the Frankston City Council Customer Service team why they love promoting the Snap Send Solve platform with their residents.

“Our residents love how easy it is to use the Snap Send Solve app, particularly the photo function. The platform is integrated into our systems which allows us to respond quickly and create a great customer experience.” – Jessica Brook (Team Leader Customer Innovation – Frankston City Council)