City of Burnside: Rapid Resolutions, Happy Residents

How one council is using Snap Send Solve to create operational efficiency and community trust

Nestled in Adelaide’s leafy eastern suburbs, the City of Burnside is home to around 45,000 residents. Known for its well-maintained parks, heritage streetscapes, and active local community, Burnside serves a diverse mix of families, retirees, and professionals who care deeply about their environment and expect high-quality service from their local government.

The City of Burnside has ranked 2nd overall in South Australia at the 2024 Snap Send Solve Solver of the Year Awards — an award that recognises top-performing councils who’ve gone above and beyond in resolving community reports efficiently and effectively.

Bridging the Gap: Connecting with Residents Effectively

For the City of Burnside, Snap Send Solve has become more than just another reporting channel — it’s now a key part of how they work smarter. Compared to traditional channels like phone and email, Snap Send Solve allows council teams to quickly triage issues with all the context they need upfront — including photos and geolocation.

From 2023 to 2024 there was an 11% increase in residents reporting issues with the Snap Send Solve app.

More than just usage, the platform is delivering measurable results in customer satisfaction. 

City of Burnside has an 88% customer satisfaction score — significantly above the South Australian benchmark of 76%. 

This demonstrates how better tools are enabling better service, and residents are taking notice.

Accurate Reports Empower a Collaborative, Responsive Council

Snap Send Solve has become a core part of how Burnside delivers high-quality service across departments. With 98% of reports including photos and accurate location data, staff are equipped with the information they need to quickly triage requests, assess urgency, and send the right crew with the right equipment — the first time.

This level of detail supports faster resolution times and more efficient internal workflows, enabling better decisions at every step of the process.

This cross-functional approach is something Burnside has been intentionally cultivating — and it’s been key to their success:

Chief Executive Officer, Julia Grant, said that this win is a testament to Burnside’s approach to customer service. “Our OneTeam approach is fully collaborative and integrated across the entire business,” Ms Grant said. “This means our teams work together to deliver quality results for our community.” 

“This acknowledgement from Snap Send Solve is fantastic and a testament to this approach,” Ms Grant said.  

This commitment to collaboration — supported by accurate data from Snap Send Solve — ensures that residents don’t just receive a response, they receive a resolution.

What the Community Is Saying

The benefits are clear — and the local community has noticed:

“I was pleasantly surprised with the speed with which it was done” - Christine

“Very effective repair, thank you.” - Drew 

“Excellent service. Very impressed.” - John

Smarter Service, Stronger Community

The City of Burnside’s success shows what’s possible when technology supports a whole-of-council approach to service delivery. By leveraging Snap Send Solve, they’ve made it easier for residents to report issues, faster for staff to respond, and simpler for teams to collaborate. 

Their story is proof that when councils invest in the right tools — and build a culture of service around them — everyone wins.

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