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Houston's Pothole One Day Repair Rate Hits 96%

Houston, TX, USA
Contact Partner
In Collaboration With
City of Houston

Goverment Champion

Mayor's Office


27 Thousand USD

Project Status

Operational since 2012



Challenges Addressed

Citizen Engagement
Civic Technology
Customer Service
Digital Government
Asset Management
Process Improvement


Smart city

Funding / Financing

General Fund/Existing Public Funds

Project Type


At a Glance

In 2016, the newly elected Mayor of Houston committed to assessing and addressing potholes reported to Houston 311 in one business day. The City of Houston achieved an impressive one-day repair rate of nearly 96%. In one week alone, 222 potholes were reported through SeeClickFix into Houston 311's system.

Problem Addressed

In his inaugural address, Mayor Sylvester Turner announced his administration’s goal of assessing and addressing potholes reported to the city’s 311 Help and Information line in one business day. During the week following his announcement, pothole reports to Houston’s 311 exploded from a previous daily average of 22 pothole reports to more than 100 pothole reports per day. Between January 4, 2016, and midnight on January 11, 2016, a total of 550 pothole service requests were received by Houston’s 311.

The City of Houston used/is using SeeClickFix to efficiently handle an upsurge in resident reported potholes and the City's repairs. to address this/these challenge(s).

Solution(s) Used

The City achieved an impressive one-day repair rate of nearly 96% for potholes reported to the City’s 311 Help and Information line. Many of these potholes were reported through SeeClickFix, the citizen reporting tool that Houston’s 311 provides for citizens. Between January 4th and January 11th, 222 potholes were reported to Houston 311 through SeeClickFix.


  1. Mayor Turner followed through on a campaign promise early in his administration
  2. The mayor earned the confidence of Houston residents as the city seeks to tackle long-term street projects
  3. Citizen engagement skyrocketed as evidenced by a 900% increase in Houston 311 (SeeClickFix) iOS app downloads
  4. Integration between SeeClickFix and Houston’s 311 Kana/Lagan CRM allowed for automatic and synchronized resident communication

Something Unique

311 was leveraged for a quick win to earn resident trust in a new administration.

Who Should Consider?

Communities where local government wants to demonstrate that it's responsive to residents' needs.

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