Graffiti Service Requests
Fiscal Year 2016-17
Service Orders Result: 2,936 graffiti service requests per month
Response Rate Result: 86% on-time (monthly average)
Public Works responds to graffiti requests that are on both public and private property. Public Works has set a goal of responding to graffiti requests on public property within 48 hours, and private property within 72 hours. For graffiti on public property, a response usually requires painting over or removing graffiti with appropriate equipment. Additionally, Public Works graffiti crews work to proactively remove graffiti before service requests are made. For graffiti on private property, a response usually requires an inspection and a notification requiring the property owner to remove the graffiti.
SERVICE REQUESTS FOR GRAFFITI ON PUBLIC PROPERTY AND PRIVATE PROPERTY
How Public Works is Performing
The total count of public graffiti service requests has varied month-to-month. Public Works' response rate fluctuated below-target levels in FY2016-17, following increases in service requests and the introduction of a new dispatch system for graffiti crews. Average response rates improved in FY 2016-17 while average monthly service requests increased. Response rates decreased during winter in 2017, partly due to inclement weather.
Public Works conducts a monthly performance management program known as PublicWorksStat (formally known as DPWStat), which monitors the performance of key operational activities of the department. The Public Works Director chairs two stat meetings each month: 1) operational performance and design, and 2) construction performance. In these meetings, the Director and supervisors from each Public Works division review a series of interactive dashboards to understand performance and make improvements, when necessary.
How Performance is Measured
Public and private graffiti requests are generated mainly through calls received by San Francisco 311.
For graffiti on public property, requests are received by 311, and are sent to the Public Works’ “28Clean” system. When a Public Works crew member responds to the request, it is marked as complete in 28Clean. A single service order location may consist of multiple graffiti removal instances. The monthly response percentage is the number of requests responded to within 48 hours divided by the total number of requests received that month.
For graffiti on private property, requests are received by 311, and are sent to the Public Works’ “28Clean” system. When a Public Works crew member responds to the requests, the request is marked as complete in 28Clean. Public Works’ response to graffiti on private property requires an inspection and a notification to the property owner to remove the graffiti. Public Works has a goal of inspecting these types of requests within 72 hours. The monthly response percentage is the number of requests inspected within 72 hours divided by the total number of requests received that month.
The number displayed on the scorecard page represents a fiscal year total of the volume of public and private graffiti requests in the chart above.
- Read about PublicWorksStat (formerly known as DPWStat).
- Report graffiti through San Francisco 311.
- Learn about the results of San Francisco's annual report on Street & Sidewalk Maintenance Standards.
Please visit DataSF for the scorecard data.