Kempsey Council introduces smart phone app to report issues

SNAP, SEND, SOLVE: The smart phone app takes less than a minute to complete a form and attach a photo.
SNAP, SEND, SOLVE: The smart phone app takes less than a minute to complete a form and attach a photo.

While council’s customer service team deals with enquiries via the telephone, in writing and over the counter, we are always looking for ways to improve our service.

In 2013, we introduced the ‘Snap Send Solve’ smart phone app to make it quick and easy for people to let council know about things that may need attention.

The Snap Send Solve app enables people to capture and report instantly issues such as litter, graffiti, dumped debris, road maintenance and water pollution, as well as general requests and positive comment. The technology works using an app on your smart phone that takes less than a minute to complete a form and attach a photo.

One of the app’s main benefits is that the location and a photo are easily added to the report which can save on inspection times for council staff, speeding up the process in fixing the issue.

All reports from Snap Send Solve are sent from the app using the sender’s email address, and a response of receipt is almost immediate. Time frames for action to Snap Send Solve reports are in line with other customer contact methods and you can expect a response within ten business days.

In the past 12 months, council has received 75 Snap Send Solve reports but would like to see this method used more frequently by the community to report issues that council needs to be made aware of.

After-hours emergencies

For general enquiries, such as a query about your rates or council services, our customer service team is available to help you by calling our customer service line on 6566 3200 during office hours from Monday to Friday. For assistance after-hours for emergencies relating to council services, such as cattle on the road, dog attacks or water main breaks, call 6566 3200 and the after-hours team will arrange for the matter to be attended to. To assist the community in contacting council, stickers with a phone number will be placed in public places, such as toilet blocks and barbecue areas.