Pothole Response

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Public Works

Fiscal Year 2018-19
Target: 90% of pothole service requests responded to within 72 hours
Result: 97% of pothole service requests responded to within 72 hours

Fiscal Year 2017-18
Result: 94% 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 typically exceeds its target of responding to 90% of pothole service requests within 72 hours.

Winter storms in 2017 took a costly toll on San Francisco's roads. Residents submitted unprecedented numbers of pothole service requests and bad weather slowed repair work, all of which added to a larger backlog that decreased average on-time response rates from the City. On-time response rates have recovered since July 2017 as the volume of monthly service requests remains more stable.

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.