Sometimes when you travel, it feels like the ‘grass is greener’.
You can tell a lot about a city by how it’s looked after. Cities with clean streets and well-maintained facilities such as playgrounds and public transport leaves an impression that their local council has their priorities right. We often notice these things when travelling away from home and then returning to the stark reality of the municipal services in our own backyard.
We pay taxes for the relevant authority to maintain our local environment and provide the public facilities that our community needs, which can vary from city to city and country to country. When they’re done well, they tell residents one simple thing: your taxes are being used properly. But most of us don’t think about these services until something goes wrong. A pothole that blows your tyre and spills your morning coffee. Grass so overgrown it becomes a hazard. A broken streetlight that makes a path feel unsafe.
Small failures add up. They erode confidence.
But the reverse is also true. When streets are clean, grass is mowed, and the footpaths and playgrounds are in good working order, it sends a message: this community matters. When this happens, people will use their local library more often. They show their extended family and friends around local hot spots. Spending weekends in nature reserves. Community barbecues are used and playgrounds are full.
When services are delivered consistently and competently, community pride grows.
And when people feel proud of where they live, they invest in it. Someone who moved temporarily for work or study, is more likely to stay and buy a home. They volunteer at their local Parkrun or charity. They’re more comfortable to start a small business or start a family.
Good services don’t just keep a city tidy, they help build a community.
What does it look like in Canberra?
Unlike other states, Canberra doesn’t have separate local councils. The ACT Government performs both council and state functions.
The ACT government is made up of many Directorates/Departments that cover the traditional responsibilities of local councils.
When it comes to; Infrastructure and amenities, waste and environment, local roads and traffic, planning and building they are covered by the City and Environment Directorate. Culture, Sport and Recreation is covered by the Chief Minister, Treasury and Economic Development Directorate. And Emergency Management is covered by Justice and Community Safety Directorate.
I recognise that there is a wide range of functions that a local council is typically responsible for, as outlined above, though for the purpose of this article I will address the area of urban maintenance and how its managed from the government perspective in the ACT and how community feedback is received.
Many local councils across the country including the ACT Government use an online reporting tool or application, that enable the community to lodge maintenance requests for matters such as footpaths repairs, broken streetlights and maintenance of open green spaces. The ACT has its own version called ‘Fix My Street’ (FMS) first introduced in 2010 based on the Oracle Customer Relationship Management (CRM) tool managed by the Access Canberra and the new City and Environment directorate (formally known as Transport Canberra and City Services TCCS).
Canberrans have demonstrated that they are willing to work with the government to be a part of the solution. They take the time to report issues because they care about their community.
There have been a few ‘upgrades’ to the system but the Government never seem to meet community expectations. Last year, the Minister confirmed that each week approximately 1,000 cases are lodged but only 750 to 1,000 were being closed. At one point, there was a backlog of 38,000. What’s worse, many people who contacted me said their case was being closed in the system without any action being taken.
That’s why I called on the Standing Committee on Transport and City Services to conduct an Inquiry into the effectiveness of Fix My Street. That inquiry is ongoing and will report back to the Legislative Assembly in the first half of 2026. I am also watching closely the broader Inquiry into Municipal Services in Canberra. Stay tuned.
This is about more than an app or a reporting tool. It’s about whether our system is delivering the services people expect and deserve. Basic but essential services that are traditionally the responsibility of local councils.
I’ve touched on some areas of responsibility of local councils in this article and in the coming weeks I’ll release Part Two, where I will tackle the bigger question: Do we even need local councils?
My initial view is this: if the ACT Government can deliver services efficiently, transparently and with a relentless focus on the basics, we could become a national model.
If we get this right, the ACT could lead the way in rethinking how government works and whether local councils are necessary.
The grass isn’t greener somewhere else.
It’s greener where you water it.