How City of Casey Saved Two Days of Staff Work Each Week

A Service Too Popular to Scale Manually

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City of Casey operates one of Victoria’s most comprehensive graffiti removal programs, removing graffiti from both public and private property free of charge. With more than 7,500 graffiti reports in a single financial year, removing over 51,000sqm in 2024/25, the challenge was clear: how to manage this growing workload without slowing down contractors or overloading staff.

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Previously, every report (whether submitted via Snap Send Solve, phone calls, or emails) had to be manually entered into the council’s works management system before contractors could act. Picture a staff member spending hours each day typing details from hundreds of reports into a database. This process consumed valuable time and delayed graffiti removal, creating frustration for residents and contractors alike.
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When Good Reporting Creates a Bottleneck

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The council’s graffiti team was receiving thousands of high-quality reports, but the manual step of transferring them into the internal system created a bottleneck. Even with efficient reporting tools, jobs slowed down once they reached council.. This meant longer clean-up times and reduced community satisfaction.
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Solving the Slowdown With Seamless Integration

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In mid-2024, City of Casey together with its graffiti removalist contractor, Kleenit Pty Ltd partnered together and introduced an API integration between Snap Send Solve and Kleenit’s work management system. This change transformed the workflow: reports now go directly to Kleenit for action, while a copy is stored in the council’s system for record-keeping. Because reports include photos and precise location details, staff no longer need to triage them first.
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Imagine a resident submitting a photo of graffiti through Snap Send Solve. Within minutes, the contractor receives the job and schedules clean-up - no manual data entry required.
When the contractor marks the job as complete, the update flows back through Snap Send Solve, and the resident is notified immediately. This real-time feedback loop not only speeds up service but also builds trust with the community.

Why Snap Send Solve Was the Right Fit

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City of Casey had tested other reporting tools, but they lacked the quality, mobile usability, and integration flexibility required. Snap Send Solve stood out for its ability to plug into existing systems and its continuous improvements. Other platforms remained static, while Snap Send Solve evolved to meet councils’ needs year after year.
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From Manual Churn to Measurable Wins

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The impact of integration was immediate and measurable:

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- 7,500 reports automated annually, eliminating manual data entry.

- 0.4 EFT saved, equivalent to two staff days per week.

- Faster response times, with job completion dropping from 4.2 days to 1.8 days.

- Stronger community trust, as residents receive real-time updates when graffiti is cleaned.

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Instead of spending hours on administration, staff now focus on other proactive safety initiatives delivering more value to the community.
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Next on the Roadmap

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City of Casey plans to enhance visibility by showing residents “after” photos and capturing feedback directly through the app. The council also aims to reduce duplicate reports and improve community engagement, ensuring the service remains efficient and responsive.
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A Small Change That Reshaped a Whole Workflow

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By automating a previously manual process, City of Casey saved two staff days per week and improved customer service. Resources were shifted from administration to frontline safety work.

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