How 187 Katherine residents are helping council keep on top of potholes, cracked paths and rubbish

It is the ire of every ratepayer – that pothole on your street that remains unfilled, the fallen branch blocking the path you use to get home. In this NT township, 187 locals have become part of the solution.

Katherine Town Council workers clearing away vegetation. Picture: Supplied

A Northern Territory local government that receives about a third of its maintenance requests from the community via a free app has received an award for the second year in a row for its diligence in responding to the requests.

Snap Send Solve, created by Melbourne entrepreneur Danny Gorog in 2012 after he took his young son to the local park only to find the swing was broken, allows residents to instantly send reports of things like potholes, litter and fallen branches to government agencies registered with the app.

Earlier this week, Snap Send Solve awarded Katherine Town Council and East Arnhem Regional Council awards in its annual ‘Solver of the Year Awards’, recognising the two councils as excelling in responding to ratepayer concerns.

KTC received the Community Engagement Award (highest percentage of users relative to population size) and the Inclusive Excellence Award (solving the most accessibility-related reports, such as damaged pavements and overgrown vegetation).

Busted street sign reported to Katherine Town Council. Picture: Snap Send Solve

East Arnhem was awarded the Snappers’ Choice Award (council with the highest number of votes for positive community impact from Snap Send Solve users), while Nhulunbuy Corporation received the Customer Experience Award (highest percentage of updates on reports, combined with communication star rating from users).

Overhanging vegetation reported to Katherine Town Council. Picture: Snap Send Solve

In 2023, nearly 700 NT residents used Snap Send Solve to make 3164 reports, according to data provided by Snap Send Solve.

One of them is long-term Katherine resident Jenny Duggan OAM, the town’s well-known rubbish warrior.

Katherine's very own 'Rubbish Warrior' Jenny Duggan. Jenny goes on regular walks to pick up bottles, cans and bongs around Katherine.

“I send a variety of things, mainly my rubbish pick up down by the river in the mornings, lights not working in the street, water leaks, graffiti,” she said.

“It’s a really great app because what I used to do, I’d say ‘when I get back to the office I’ll email council’ and I never got around to it.

“It’s the time factor I think.”

Potholes reported to Katherine Town Council. Picture: Snap Send Solve

KTC chief executive Ingrid Stonehill said the township had 187 dedicated snappers who sent 828 reports in 2023.

“Receiving this award recognises the value to council and the community of building a strong relationship,” Ms Stonehill said.

“We are working hard to improve our level of community engagement, and it is rewarding to see it recognised through these awards.

“I encourage Katherine residents and visitors to download the Snap Send Solve app and become part of the solution to community issues.”

According to figures provided by KTC, in the 2022–23 financial year, approximately one-third of its reports were received via Snap Send Solve.

“As with many organisations in the NT, we have periods of being understaffed, our municipal workers can’t be everywhere at once so it’s great that the community become our eyes and ears,” a spokeswoman said.

“Every report solved and communicated effectively back to the reporter builds trust between council and community.”