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City Manager's Office

Henderson Quality Initiative Henderson Quality Initiative

In 2012, the Henderson Quality Initiative (HQI) was launched by City Manager Jacob Snow. HQI is simple. It is all about finding better ways to do business. HQI directly supports the City Council’s vision “To Be America’s Premier Community” by improving value and services provided to our customers through implementation of innovative, integrated and effective management systems across the organization.

Estimated Savings ($):
Estimated $ saved represents HARD and SOFT savings. HARD savings represents direct budgetary impact, while SOFT savings represents staff time saved/increased organizational capacity.

Improvements Completed:



What is HQI?
The Henderson Quality Initiative focuses on key areas that will help the city to become a quality organization. Each area was selected based on best practices that have been proven successful for high performance organizations across the country.

What does quality mean to the city?

  • Offering effective and efficient public services
  • Providing a better customer experience
  • Infusing best practices
  • Enhancing our business processes through innovation
  • Engaging and empowering employees
Accomplishments to Date
  • Since HQI’s launch, process improvements and employee suggestions have generated significant savings in dollars and employee time as outlined above
  • Completed process improvements have resulted in over $500,000 savings annually (these savings were generated in the first year of HQI’s existence. More process improvements are planned, and savings will compound over time!)
  • Implemented Contact Henderson system to more effectively track and respond to citizen questions and complaints
  • Deployed bi-annual Citywide Assessment Survey to residents
    • 93% ranked Henderson as a place to live as excellent or good
    • 96% rated the quality of services provided by the city as excellent or good
  • Installed new customer service desks and signage in City Hall
  • Deployed customer intercept surveys at City Hall and other facilities to gauge and improve customer satisfaction.

Questions about the Henderson Quality Initiative?

Email HendersonInnovationP@cityofhenderson.com to request additional information”.