by Scott J. Cook, Samantha Zuhlke, & Robin Saywitz
An important criterion for evaluating the effectiveness of local governments is how – and whether – they respond to the needs of their residents. Sometimes, local governments proactively provide basic services to meet their residents’ needs. Other times, residents make their needs known to government officials by requesting these services. Importantly, not all residents are equally likely to request services from government when government fails to address a need. In this study, we examine which areas are more likely to produce requests for services from government when faced with a common service need: potholes.
We use 311 reports to measure resident demand for specific kinds of services – in our case, pothole repair. Many localities in the U.S. have adopted 311 systems as a way for residents to request government services. For practitioners, 311 systems are a valuable means of connecting with residents. For researchers, 311 reports are a valuable source of data, providing information on what service was requested, when and where the request was made, and how the locality responded to the request. We study potholes because it is easy to measure whether potholes have been serviced, local governments have nearly full autonomy to repair potholes, and residents are widely in favor of reducing potholes. Ultimately, we wanted to understand whether and to what extent requests for pothole repairs varied according to the racial/ethnic and socioeconomic makeup of a city neighborhood, anticipating that requests for services made via 311 systems may follow patterns seen in other forms of political participation.
We apply a three-part general model for understanding how local governments provide public services, which breaks down according to need for services, demand for services, and service provision. Need reflects what residents require, demand represents the expression of need by residents to government, and service provision is the action that the government takes to meet the need and/or demand for services. In our study, we focus on how need (the presence of potholes) translates into demand (a 311 request about a pothole placed by a resident).
Figure 1. General model for local service provision
Our dataset includes 311 reports on potholes in Houston, Texas from 2016 to 2020. Houston is a useful case since it has a long-running 311 system and an economically and demographically diverse population. Potholes were a salient policy priority in Houston during this period. We secured data on the number of potholes proactively filled by the City of Houston in a FOIA request, which we use as a proxy for pothole presence within a census tract. To evaluate area demand, we utilize the number of 311 reports in each census tract. We measure a census tract’s socioeconomic status using a single variable constructed from several measures, including the poverty rate, median household income, and the percentage of residents who are high school and college graduates. We measure race as the percentage of Black, Hispanic, and Asian residents in a tract.
Figure 2. Total 311 reports about potholes in Houston, TX from 2016 to 2020
We find that tracts with higher percentages of Black and Hispanic residents correlated with higher numbers of potholes. Lower socioeconomic status was also associated with more potholes. Despite being more likely to have potholes, we find that those same areas had fewer 311 reports. Instead, tracts with fewer Black and Hispanic residents, as well as those of higher socioeconomic status, were more likely to file 311 reports. Taken together, these results reveal that those areas of Houston with the most need for pothole remediation are least likely to demand it.
Our findings serve as a note of caution to local governments about the potential danger of overreliance on self-reporting systems like 311 to allocate public services. The case of potholes in Houston demonstrates that demand for services does not always align with need. Consequently, 311 systems have the potential to exacerbate existing inequalities along lines of race and socioeconomic status if public administrators assume that individuals are equally likely to engage with these systems. We advise local governments to a) find ways to encourage greater 311 reporting more broadly, and b) proactively provide services, anticipating that some residents will be less likely to request services to meet unmet needs.
You can read the original article in Policy Studies Journal at
Cook, Scott J., Samantha Zuhlke and Robin Saywitz. 2024. “ Potholes, 311 Reports, and a Theory of Heterogeneous Resident Demand For City Services.” Policy Studies Journal 52 (3): 647–669. https://doi.org/10.1111/psj.12540.
About the Authors
Scott J. Cook is an associate professor in the Department of Political Science at the Bush School of Government and Public Service at Texas A&M University. The core aim of his research was to improve our ability to effectively learn about political processes from otherwise imperfect data. Examples of this work have been published in the American Journal of Political Science, the American Political Science Review, and the Annals of Applied Statistics.
Samantha Zuhlke is an assistant professor in the School of Planning and Public Affairs at the University of Iowa. Her research examines how individuals relate to government and nonprofit organizations, particularly in the wake of government failure. Her work has been published by Cambridge University Press and the Journal of Public Administration Research and Theory. She previously worked at the National Geographic Society.
Robin Rose Saywitz is an Assistant Professor in the Department of Political Science at Saint Louis University. Her research falls along three, often overlapping lines: environmental policy, political institutions and performance, and the drivers of human capital decisions in the bureaucracy.
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