![]() In any of those cases, the Street Division categorizes the citizen’s pothole problem as “repaired” in a database and adds the incident to its annual calculation of response time. The site might lack potholes altogether, bear different problems or require more extensive street repairs. Here’s part of the problem: People complain about potholes but the street might not require any pothole patching. “I kind of stopped doing it recently because I felt like I wasn’t getting much of a response,” Hydrick said. Earlier this year, she noticed the shift in how the online system responded to her requests. The division now tells people who file requests through an online system that their issues are being “addressed.”ĭayna Hydrick calls herself a homemaker and advocate for University City, and she frequently submits service requests through the Street Division’s online system. When the city clearly hadn’t made repairs in some instances, residents became angry. The problem became apparent when residents reporting infrastructure needs received automatic notices saying their problems had been repaired. To evaluate its performance of that task, city officials created a goal based on the average time it takes to resolve a citizen-initiated pothole complaint.ĭivision officials acknowledge that their calculation for the performance goal does not accurately reflect the total response to citizen notification or the word “repaired.” The city recognizes the fact that citizens want to know how their complaints are being handled. The result is a performance measure that misleads residents and their City Council representatives. It also uses a set of data that makes the division appear faster than reality. The Street Division calculates its response time based on a number of factors that don’t end up reflecting the common interpretation of the word “repaired.” In some cases, the division considers a pothole to be repaired even though no work has been completed on the site. The average citizen waits much longer than three days, and many wait more than two weeks before their complaints are even addressed, according to an analysis by. They report that their goals, in fact, are to repair 90 percent of them within 48 hours. In annual reports meant to update residents and City Council members about how tax dollars are being spent, city officials claim that 100 percent of potholes are repaired within 72 hours. That would have been a fantastic turnaround time, considering the division handled more than 83,000 requests to repair the city’s infrastructure in the 2008 fiscal year.īut the division’s assertion is not true. 29, 2009 | The city of San Diego told its residents last year that 100 percent of potholes were being repaired within 72 hours of citizen notification. Brews & News: Voice of San Diego Live Podcasts. ![]() The City's False Pothole Pledge | Voice of San Diego Close
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