The City of Ballarat's efforts to improve customer service have again been recognised with the Customer Experience Team announced as the Victorian Solver of the Year by Snap Send Solve.
This is the second consecutive year that the team has won the award, recognising the City of Ballarat as the organisation with the highest star rating by Snap Send Solve users.
Throughout 2024, 8,103 reports were made to the City of Ballarat, an increase of 26 per cent from the year prior.
City of Ballarat Deputy Mayor, Councillor Ben Taylor said the Snap Send Solve award is a great example of working with and for the community.
"Our commitment to community feedback has been recognised two years running and we remain dedicated to providing the best possible service to our community," he said.
"To win this Customer Service award is great achievement by all staff involved."
The Snap Send Solve app was first introduced to the Ballarat community in 2022 and with so much uptake in residents using the app, the City of Ballarat is excited to announce two new features that will make the service more effective in communicating the progress of requests (snaps).
The Squads function will allow users to create groups with other users and through a unique code, all those with a vested interest in the snap can stay informed of its progress.
The second feature enables snaps to be made public. Slightly different to Squads, the snap will be visible to a range of users in the geographic area. Whilst no private information is shared, the basic information including type, location and photo can be viewed online.
Councillor Taylor said the new features have benefits to both the community and Council staff.
"These new features will bring communities together in their mission to keep public spaces well maintained through more effective information sharing, while also reducing the number of duplicate jobs coming through to Council for the same issue," he said.
"We look forward to seeing the results of the new features in the coming months."
The Snap Send Solve app is free and available on Apple and Android phones.
Community members are welcome to contact the City of Ballarat Customer Experience Team on 5320 5500 if they have questions about the app and its new features, how to use it and any requests currently underway. Office hours are Monday to Friday, 8.30am - 5.30pm.
