The City of Henderson’s vision is “To Be America’s Premier Community.” To realize this vision, the City must be accountable, transparent, efficient, and responsive to its residents while also fully engaging its employees to provide premier services. Although the City is proud of its reputation for outstanding customer service, along with its 93 percent overall citizen satisfaction rate and its 89 percent employee engagement rate, it is dedicated to advancing the processes and technology required to further exceed resident expectations.
This strategic plan KPI is derived from the assessment the City receives due to the evaluation process for the Southwest Alliance for Excellence (SWAE) Performance Excellence Program, which utilizes the nationally recognized Baldrige criteria to identify opportunities for improvement and to evaluate performance excellence systematically. This metric is updated commensurate with each SWAE application.
The city began the process of accepting limited electronic plans in 2018 and expanded the scope of permit types in 2019. With the onset of the COVID-19 pandemic, the city quickly implemented 100 percent on-line plans submittal and review to ensure continuity of business operations for the development community.