Responding is not resolving

Reports are assigned the same day; fixing the pavement takes two weeks.

Neighborhood → MunicipalityUrban OperationsCurrent state

25,231 public-service reports from San Pedro Garza García: time is lost in carrying out the work, not in assigning it; missed deadlines depend on the service more than on the neighborhood, and solving a problem quickly doesn’t always settle the place.

Read the technical noteThe first two pages, online. The full note is sent by email on request.

The problem

Thousands of reports are filed every month about street lights, potholes, waste, leaks and maintenance. Normally they are used to manage each case.

Read territorially, they also help decide where to change operations: which part of the problem is demand, which part is response and which part keeps coming back.

What we found

Requests are assigned the same day; what takes time is carrying them out
Every department assigns the request the same day (median of 0 days); the Paving Unit takes 13.7 days to do the work and 18 to close it.
Some departments overpromise and others miss their deadlines
Street Lighting promises 14.4 days and resolves in 2 (100% on time); Street Cleaning promises 9 and takes 8.2 (39% on time); Traffic Inspection meets 44%.
Missed deadlines depend on the type of service, not the neighborhood
Taking into account which services each neighborhood requests, 82 of 107 neighborhoods fall within 5 points of the expected compliance for that mix.
Fixing fast doesn’t always fix the problem
55% of streetlight requests are in places where another streetlight request reappears within 30 m at least a week later.
The most heavily used areas generate the most service requests
Metropolitan centers with nightlife generate 250 requests per thousand residents; the other territory types, 161 to 189. AGEB 0083 totals 1,056 requests: 769 per thousand residents.
Residential areas have more requests per unit of area
Local residential areas have the highest density of requests (953 per km²) and the highest demand for street cleaning (51 per thousand residents).

See it on the map

Follow each report from request to closure: where time is lost, which promises are kept, how neighborhoods compare and which places keep asking for attention.

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