Accurate by Design: How Hume City Council Streamlined Asset Reporting

Located in Melbourne’s northern suburbs, Hume City Council serves a growing population of over 260,000 residents, with 39.9% born overseas—higher than the Greater Melbourne average of 35.7%. Representing 156 countries and over 153 languages, Hume is a vibrant, culturally rich community where play is a universal language. The council is committed to creating inclusive, accessible public spaces that invite connection and foster a sense of belonging. From activating community facilities to planning future spaces, the focus is on making Hume safer and more welcoming for all (Multicultural Framework).

Making Playgrounds a Priority: The Drive for Better Reporting

Since 2021, Hume City Council has been committed to enhancing its open spaces as part of its Open Space Strategy, with a particular focus on creating safe, engaging playgrounds that reflect community diversity. Upgrades to Progress Reserve, Vista Park, and Kirwan Park demonstrate this commitment, but maintaining these high-quality spaces requires accurate and timely reporting on asset conditions.

Traditional reporting methods—phone calls, lengthy web forms, and in-person visits—made it challenging for residents to report faulty or dangerous playground equipment quickly. This lack of visibility hindered Council’s ability to stay ahead of potential safety issues, undermining the proactive maintenance approach outlined in the Open Space Strategy.

Hume City Council recognised the need for a faster, simpler, and more accurate reporting system to maintain the quality and safety of its playgrounds and open spaces.

Smarter, Faster Asset-Based Reporting

To enhance community engagement and accessibility, Hume City Council launched an asset-based reporting initiative by installing 60 QR codes at playground entrances across the city. This simple yet impactful strategy empowers residents and visitors to report issues instantly by scanning a QR code—no app download or park name required.

Each QR code is tied to a specific asset-bound location, ensuring that every report includes exact information about where and what the issue is. 

Once submitted, the reports are automatically integrated into the Council’s Oracle CRM system and routed to the appropriate works teams for fast resolution.

Accurate location matching through Asset Based Reporting significantly reduces the time Solvers, like Hume City Council, spend triaging. Unlike the usual reports that rely on Google satellite and address lookups, which often don’t align with internal systems, QR code reports are bound to known council-managed asset locations, resulting in near-perfect matches with the Property Address Register.

To further strengthen the reporting experience, the council also customised their Snap Send Solve forms:

• Pre-filled essential data points to minimise manual handling.
  
  
• Structured fields to guide users through providing essential details (e.g., selecting specific issue types like syringe collection).
  
  
• Custom categorisation of reports for faster and more accurate triage.

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Hume City Council has also rolled out QR codes on public bins, making it even easier for residents and visitors to report issues instantly. The initiative, supported across council communications and social media promotion, received a strong positive response from the community, who appreciated the convenience and transparency it added to local maintenance.

“This new feature at our playgrounds will make it quick and easy for families to report an issue while they're on the go without the need for a phone, call or email,” said Hume Mayor Councillor Naim Kurt.

“I am proud that we are leading the way in providing new and improved opportunities for our residents to contact us about issues in their area."

“We know playground amenity and child safety is really important to our community. With the help of these new QR codes, we can continue to ensure they remain clean and fun for years to come”

Results: Enhanced Accuracy, Speed, and Community Engagement

Since implementing asset-based reporting:

• Snap Send Solve users in Hume have increased by 129% since 2023, encouraged by QR codes and app use—reflecting greater awareness and engagement with Council.
  
• In 2024, 9 out of 10 Snap Send Solve reports in Hume were marked as Solved, 4% better than the state average.
  
• QR code reports have a 20% higher close rate than standard reports, thanks to improved accuracy. Unlike location-based reports that rely on Google address lookups, which can be inconsistent, QR code reports are asset-based, pinpointing the exact asset in question. This direct asset match reduces ambiguity and accelerates the resolution process, ensuring Council resources are deployed to the right location the first time.
  
• Snap Send Solve data shows that QR code reports are 37% faster to complete than standard reports from first-time reporters. With precise asset locations, QR codes align with known addresses, and increased use will improve accuracy and reduce Solver triage time.
  
• QR code scans give Council valuable insights into which assets are reported most over time, helping target maintenance and improve service delivery.
• Hume’s innovative approach was recognised at the 2024 Solver of the Year Awards, where they received the Snapper’s Choice Award for Victoria, standing out among 90 councils for their leadership in improving local infrastructure and community experience.

Hume City Mayor Councillor Jarrod Bell said: “Thank you to our community - not only for using the Snap Send Solve app to report issues but also for recognising the hard work Council does in delivering on the Community Vision to create a thriving community with a strong sense of belonging for everyone.”

Building on this success, Hume City Council plans to expand QR codes to more public assets, continuing to improve service delivery, boost community satisfaction, and strengthen trust between residents and Council.

Conclusion: Smarter Playgrounds, Stronger Communities

By making playgrounds the focus of their asset-based reporting rollout, Hume City Council has not only improved the accuracy and efficiency of issue reporting but also deepened its connection with the community it serves. Through faster triage, higher resolution rates, and stronger engagement, Hume is demonstrating how smart, accessible tools like Snap Send Solve can support broader strategic goals—protecting what matters most while strengthening trust and responsiveness.

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