The City of Henderson’s Strategic Plan focuses on the outcomes, initiatives and issues identified by the members of our vibrant community. Strategy decisions and associated resource allocations are made based on community and council priorities. The 2024-2027 Strategic Plan is one of the key tools that enables the city to successfully adjust to the community’s growing needs while continuing to provide a premier quality of life.

Please visit the Strategic Plan webpage to request a copy of the City’s strategic plan or associated progress reports.

For questions about the strategic plan or planning process, please contact Nicole Little, Organizational Performance Program Coordinator at Nicole.Little@cityofhenderson.com.

The citywide Data Strategy Program has launched a 5-year citywide project that will institute and/or improve data governance, quality, architecture, reporting, and analytics. Features of the program include a citywide Data Governance Steering Committee, training curriculums, governance policies, interdepartmental workgroups, benchmarking, and communication avenues that will enable and improve the city’s ability to use data-driven decision making.  For questions about the data strategy and analytics program, please contact Data Strategist Debra Grisafe at Debra.Grisafe@cityofhenderson.com.

The City of Henderson is committed to providing excellent customer service to our residents and businesses. The city’s “PREMIER Customer Service Program” is guided by a Citywide Customer Service Committee focused on consistent approaches and standards, citywide training and communication, and performance monitoring and adjustments for KPIs like average wait time and customer satisfaction. The city’s customer service program approaches help ensure that our residents and businesses experience the same high level of service during every interaction with our team members. For questions about the customer service program, please contact Lucas Smith, Customer Service Strategist at Lucas.Smith@cityofhenderson.com.

The City’s Continuous Improvement and Innovation Program provides a framework for the City’s workforce to collaborate and problem-solve through a robust program that tracks and improves process performance while striving to institutionalize a continuous improvement and innovative mindset throughout the organization. The program features a Continuous Improvement Community of Practice (CI-CoP), Lean Six Sigma approaches, and robust training and certification avenues. This approach also incorporates an innovation program where team members can submit and implement innovative ideas and practices that are new to the City. For questions about the Continuous Improvement and Innovation Program, please contact Ashley Watson, Organizational Performance Program Coordinator at Ashley.Watson@cityofhenderson.com.

The City’s Operational Performance Program utilizes a systematic, comprehensive process to effectively manage the performance of operational activities that utilizes a robust set of key performance indicators (KPIs) and targets to track progress and adjust approaches. The program features a centralized performance management system and citywide operational reviews that focus on maintaining or improving service levels, and meeting or exceeding customer requirements. For questions about the operational performance program, please contact Nicole Little, Organizational Performance Program Coordinator at Nicole.Little@cityofhenderson.com.

The City’s Change Management program provides a standardized approach to effectively move team members through the phases of change.  Developmental change and transformational change projects are facilitated by the City’s change manager and utilize action, communication, training, and resistance planning to build team member awareness, knowledge, and acceptance of organizational and departmental changes. The program is based on the “ADKAR” methodology. For questions on the city’s change management program, please contact Bethany Kohut, Organizational Performance Program Coordinator at Bethany.Kohut@cityofhenderson.com.

The City’s Policy and Project Program utilizes a comprehensive process to provide internal support services. These services include supporting citywide projects, contract and agenda management, assessment and accreditation consultations, as well as policy analysis, development, and implementation. For questions on policy and project support, please contact Rosa Reynolds, Administrative Services Manager at Rosa.Reynolds@cityofhenderson.com.