The right channel makes all the difference. Whether it’s reporting a pothole, booking a service, or paying a bill, the way residents connect with their council shapes how they feel about the experience.
When digital channels are simple and intuitive, they don’t just make life easier for the community, they also give staff the breathing room to respond faster and focus where they’re needed most.
That’s why many councils are exploring how to match the right service to the right channel, and seeing stronger outcomes as a result.
This month, we’re looking at how councils are putting that principle into practice, and the tools that make it possible.
In this edition of the Scoop we’ll explore:
○ What new research reveals about where digital channels deliver the most value
○ How Ashburton District Council turned Snap Send Solve into their go-to reporting channel
○ A smarter way to track your Snap Send Solve channel performance
○ Highlights from the Victorian Solver Summit
Why the right channel matters most for simple services
The TechnologyOne Digital Citizens 2025 report highlights a big opportunity for local government: while 88% of customers use federal services online and 80% use state services, only 55% use council services digitally.
Far from being a setback, this gap shows where councils can make the biggest gains. Communities report the highest satisfaction with simple, transactional services, things like paying rates, arranging rubbish collection, or reporting an issue.
That means digital investment doesn’t need to cover everything at once. By focusing on the everyday services residents value most, councils can deliver quick wins for the community while freeing up staff to do more.
Ashburton shows why channel choice matters
For Ashburton District Council, weather events like flooding, irrigation runoff, and leaf fall once made it difficult to stay on top of community reports. Many requests arrived incomplete or through channels that weren’t designed for reporting, slowing down response times and creating extra work for staff.
That changed when Ashburton made Snap Send Solve their primary reporting channel. By embedding the webform on their website, promoting it on social media, and encouraging residents to use the app, they created a clear and consistent way for the community to connect.
With Snaps now arriving complete, including photos and precise locations, the council could direct issues to the right team straight away. The result was faster fixes, less back-and-forth, and stronger outcomes for the community. Satisfaction rates climbed, with pothole reports now achieving 89% satisfaction, 4% above the national average.
By choosing the right channel for everyday issues, Ashburton freed up staff to focus on more complex challenges, while building trust and confidence with their residents.
Channel Insights Dashboard: clarity at a glance
Understanding how your channels perform shouldn’t mean chasing spreadsheets or monthly piecing together reports. The Channel Insights Dashboard* brings all your Snap Send Solve channel data together in one clear view, so you can see how residents are engaging, and how your team is responding.
Filter by suburb, date, or incident type to quickly spot patterns and track performance. Map views highlight hotspots and distribution, while duplication insights give you a clearer picture of demand.
With information at your fingertips, it’s easier to stay ahead of community needs, keep your team aligned, and make confident, data-driven decisions about your channels.
*Access and filters vary depending on your subscription tier.
Highlights from the Victorian Solver Summit
Earlier this month, we brought together councils from across Victoria for a half-day of insights, inspiration, and practical tools to help teams Solve faster and serve better.
Together, we explored tips and tricks for making the most of Snap Send Solve, saw how leading councils are maximising the channel, and shared what’s next on the roadmap.
Highlights included hearing:
○ Glen Eira’s plan to save $88K with Duplicate Detection
○ How Ararat Council completed their integration in weeks, not months
○ And, how the City of Casey's Kleenit integration is saving 2 days every week
It was inspiring to see so many councils focused on making services simpler and more connected.
Ready to see what the right channel could do for your council?
Whether it’s spotting patterns, learning from peers, or streamlining community reporting, we’re here to help.
If you’d like to chat about any of the tools or explore what’s possible for your organisation, just reach out. We’re always up for a conversation.
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