The City of Fort Wayne reduced the average pothole repair time from 2 days to 3 hours by improving communication and increasing repair capacity.
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PROBLEM
Potholes are a continuous concern for residents. The average repair time is 2 days. The goal is to repair 97% of
potholes within 24 hours.
SOLUTION
Several changes were implemented to improve the process of filling potholes. Residents can report potholes via
telephone, cell phone and internet. Special lighting has been added to equipment to allow crews to fill potholes at
night.
Factoid
Six Sigma has decreased costs, improved customer service and increased productivity throughout city
government. Projects have resulted in over $3 million of Savings.
SAVINGS/ BENEFITS
99.6% of all potholes reported are filled within 24 hours and the average pothole repair time is 3 hours. There has been a
reduction of claims filed against the City by motorists with damaged vehicles from potholes. Improved processes have
resulted in less overtime hours and better customer service.
"Further information on this case study available at www.
Several key staff members at the City of Ft. Wayne worked on this project and formed the The High Performance Government Network. It is a member driven not-for-profit corporation that is dedicated to designing, developing, and deploying high performance accountable public services. For more information on how they can assist your city or municipality, contact them.
Empowered Municipality has partnered with the HPG Network and will be following this project as one of its Featured Case Studies, along with many others. We will be inviting experts from many disciplines to contribute to the overall case study. These kinds of studies will form a unique public asset from which other municipalities can learn from.
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