Pothole response

Percent of pothole service requests responded to within 72 hours.

Measure description

This measure tracks Public Work's efficiency of addressing all pothole service requests within its target of 72 hours. 

Why this measure is important

Damaged pavement can be dangerous for people and goods traveling on San Francisco's roadways. Public Works receives requests for roadway repairs through San Francisco 311, the City's customer service center. The City has a goal of responding to service requests about potholes within 72 hours. The response to a single service request may include inspecting a location and dispatching a crew to fill multiple potholes.

Public Works

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How performance is measured

Public Works receives requests for roadway repairs through San Francisco 311, the City's customer service center. The City has a goal of responding to service requests about potholes within 72 hours. The response to a single service request may include inspecting a location and dispatching a crew to fill multiple potholes.

The time in which Public Works has to fulfill pothole service requests begins when Public Works receives a service request from San Francisco 311. Requests are received from San Francisco 311 through Public Works’ Computerized Maintenance Management System (CMMS).

A response usually requires two steps: inspection, and asphalt repair by field crews.

Once potholes are filled, the service request is recorded as complete in CMMS. The monthly response percentage is the number of requests responded to within three business days divided by the total number of requests received that month.

The number displayed on the scorecard page represents a fiscal year average of the response chart above.

Additional information

Data notes and source

Primary data source: Scorecards Dataset on DataSF

Please note this data has an approximately 1 month lag time (e.g. August 2024 data will be available in September 2024.)

City Performance Scorecards