Public Services Metrics

The goals of this department are simple to state and challenging to achieve. They focus our efforts on the elements that constitute our existence; the infrastructure, our customers, and our staff.


To provide a valued and well maintained infrastructure

To provide superior water, wastewater, and their support services to meet the needs and expectations of the citizens of Lewisville

To deliver responsive, exceptional customer service

To honor and invest in each team member

Service Requests

Service Requests (SR) submitted by the public for varying issues between street, traffic, water and sewer

These charts show the breakdown of the amount of different service request types under each division

Service Requests Initiated by Civilians

The percentage of service requests that are initiated by citizens through ourLewisvilleTX.

You can use Rock Solid to submit different kinds of requests to Public Services.

Percentage of Requests per Division

Over the past 365 days, the percentage of service requests per division.

Water and Meter are the current divisions that have the most service requests as of now.

Above shows the breakdown of the number of service requests per month by division.

The leading division over the past year looks to be between Meter and Water requests. July seems to have a significant increase of Water requests coming in compared to the previous months, leading to an overall increase of total requests. The total number of requests in the recent month has been increasing steadily.

Avg. Number of Days to Close a Service Request

Here we can see the average number of days it takes to close a service request in each division over the past year.

The Solid waste division deals with trash and recycling. Many of those requests have to do with stolen trash cans, skipped houses on pickup days and more.

Days to Complete Pothole Requests

The average number of days to complete a pothole repair service request over the last rolling 30 days. This is calculated from the day the service request is submitted to the day the work order is completed.

On the right you can see the pothole repair service requests that have been put in over the past 30 days and how long each of them took to close.

Takes into account labor, material, equipment, and permit costs.

Days to Complete Traffic Signal/Sign Request

Calculating the average number of days to complete a Traffic Signal or Traffic Sign repair request over the last 30 days. This is calculated from when the request was first submitted to when the resulting work order was completed.

Some service requests may take longer to close than others due to timing, as well as availability of resources and materials before the request can be completed.

Work Orders

Work Orders (WO) detail the work done to fulfill a submitted Service Request

Percentage of Street Work Order Types

Street Maintenance Division is responsible for maintenance of the City owned streets, sidewalks, alleys, screening walls, bridges, guardrails, creek channels, and drainage systems.

Percentage of Traffic Work Order Types

Traffic Operations Division is responsible for providing safe and efficient movement of traffic by effectively maintaining traffic signals, roadway lighting, traffic signs, and markings.

Percentage of ULM Work Order Types

ULM Division is dedicated primarily to the maintenance and repair of water and sewer mains.

Percentage of Meter Work Order Types

Meter Services is responsible for the replacement, repair, reading, and testing of the City’s water meters.

These charts show the breakdown of the amount of different work order types under each division. Each division has work orders that are more prominent than others.

Street work orders are mainly comprised of utility cut repairs and other repair types. Traffic work orders mainly consist of maintenance and repairs, and ULM of Service and Main line repairs. These, along with all the work our Public Service department does, helps keep Lewisville running.

Avg. Number of Days to close a Work Order

This chart shows the average number of days for a work order in each respective division to close.

Street work orders tend to take the longest as there is a schedule for street maintenance. When a request comes in for a repair, that location gets added to the list of streets that need attention.

ULM includes water and sewer service requests.

Here we can see a breakdown of the number of work orders we get per month and of those work orders how many of them come from which division. Overall we can see that Traffic has the majority of the work orders over the past year with ULM following.

Percent of Maintenance that is Reactive

(vs. Preventative)

This metric shows the percent of maintenance for water and wastewater asset work orders that are reactive instead of preventative.

We want the majority of our maintenance to be preventative rather than reactive, so ideally, this percentage should remain small.

Work Order Projected Start Date vs. Actual Start Date in Days

This metric shows the average difference (in days) of the projected start date of a work order to the actual start date, looking at the last 30 days.

Negative meaning we've started ahead of schedule.

Zero meaning we've started on schedule.

Positive meaning we've started behind schedule.

Sidewalk Repairs

The average cost of sidewalk repairs and the total linear feet of sidewalk repairs done so far over the past year.

internal? add sr info + move to sr section?

Percent of Fire Hydrants in Service

Percentage of fire hydrants that are currently in service

Staffing Levels per Division

Showing full time positions only

Most metrics are updated in real-time, every 15 minutes.