THE BALDRIGE CRITERIA

The Malcolm Baldrige National Quality Award is the nation's highest presidential honor for performance excellence, and the Southwest Alliance for Excellence (SWAE) Pinnacle Award is our region's counterpart. Both recognitions are based on the Baldrige Criteria—a set of over 250 best practice standards that help improve organizational performance. The City of Henderson is the first organization to ever receive the SWAE Pinnacle Award and will soon be submitting for assessment at the national Baldrige level. 

WHY BALDRIGE?

The City's vision is "To Be America's Premier Community." By assessing its programs and processes against national best practice standards, the City will be able to provide residents and businesses with enhanced, world-class services, programs and processes. The City selected the Baldrige framework as a model for its "Path to Premier" based on: 

• Customer/Community Focus
  Pursuing excellence starts with customer requirements and ends with customer satisfaction.
  
  
• International Best Practice Criteria
  The Baldrige evaluation process is one of the most comprehensive organizational assessments of performance excellence.

BALDRIGE FEEDBACK IN ACTION

• Strategic Planning Process
  The City has developed a comprehensive strategic planning process that includes resident and business input, as well as major opportunity areas where departments cross-collaborate and identify and complete initiatives. Throughout the process, data is gathered to provide progress and inform decision making. These enhancements were implemented based on Baldrige feedback.
  
  View the Strategic Plan here
  
  
• Open Data Portal
  A transparent informational resource, residents can easily access data to track progress on community goals and important city processes. The Baldrige criteria has informed the development and implementation of this important public resource.
  
  Visit the Open Data Portal here
  
  
• Community Resident Survey 
  A commissioned third-party survey shows residents have a very positive perception of Henderson, revealing 97% citizen satisfaction with quality of life and 94% citizen satisfaction with quality of city services, which rated significantly higher than the national average in 41 areas.
  
  View the Citizens Survey results here
  
  
• Community Business Survey
  The City implemented a community-wide survey to gather feedback and requirements from business customers. Henderson is one of the only local government municipalities in its region to survey business customers. The new avenue for input was implemented based on feedback from Baldrige.

•  View the Business Survey results here

OUR PATH TO PREMIER CONTINUES...

The City is always working to improve, innovate and provide better service to the community. Soliciting feedback from residents allows for the enhancement of processes, innovation, and delivering world-class services.

The City is diligently working to implement opportunities highlighted for improvement. The City's vision is 'To Be America's Community', and continues to move forward on its Path to Premier with the help of Baldrige, its team members, and the community.