Pothole Response

Detail Livability Icon

Public Works

Fiscal Year 2016-17
Target: 95% of pothole service requests responded to within 72 hours
Average to Date: 93% of pothole service requests responded to within 72 hours

Public Works receives requests for roadway repairs through San Francisco 311. Repairing potholes is important to the aesthetics and safety of San Francisco. The response to a single service request may include inspecting a location and dispatching a crew to fill multiple potholes.


How Public Works is Performing

Public Works performed above target each month during FY 2016-17 until February 2017. The number of requests for pothole service has fluctuated over time, with peak months typically coinciding with the rainy season in the early part of the calendar year. Requests increased sharply in December 2016 and persisted at unprecedented high volume through March 2017, while a series of winter storms caused damage to roadways across the region. These winter storms created a backlog of street repair projects that have decreased on-time response rate from the City.

Public Works conducts a monthly performance management program known as PublicWorksStat (formerly 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

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: 1) inspection, and 2) 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


Please visit DataSF for the scorecard data.