Reno, NV, USA

For A Better City Sewer System, Start with Better Data

Project Type:
Infrastructure and Utilities, Technology

At a Glance

7 – Number of processes (including paper-based ones) combined through an internal platform that helps manage a range of city operations.

13 – Number of sewage overflows that occurred in the city in 2023—down from 23 in 2017 resulting in a 43.5% decrease.

When employees retire, cities run the risk of losing valuable, specialized knowledge—and that can disrupt smooth service delivery as departments spend more time reacting to problems instead of anticipating them. Consider sewage infrastructure maintenance. Without easily accessible data detailing when each city-owned sewer main was inspected and cleaned, and which lines are more prone to blockages, overflows become more likely.

In May 2023, Reno launched a new cloud-based enterprise-wide platform that captures data from Maintenance & Operations Department (M&O) teams, as well as other departments. Called ServiceNow, the platform collects and organizes everything from work order details (which had been spread across multiple software systems) to service requests made by residents through Reno Direct, the City’s nonemergency service center. With a wave of retirements on the horizon in M&O, which manages the sewer system, the City’s investment in data management upgrades will be essential.

“Data-driven governance is all about making sure our resources are provided where and when they are needed most. With data centralized and easy to access, we’re not just saving time and money, we can deliver better services and outcomes to our residents.”

Reno Mayor Hillary Schieve

“Data-driven analyses to guide decisions are absolutely essential. We can’t afford to go with a gut instinct or take a guess when it comes to resource allocation. I don’t have millions of extra dollars floating around.”

Jackie Bryant, City Manager, Reno

Now M&O has the tools to closely track all the work its teams are doing in one place—no more paper-based processes, such as sewer line maps marked up with a highlighter. The City’s GIS software is integrated into ServiceNow, allowing teams to enter exactly where both maintenance work and overflows occur. With detailed, nearly real-time data at hand, M&O leaders can keep tabs on high-frequency problem pipes and better predict maintenance needs.

The Department is also more efficient now that all sewer system maintenance team members speak the same data language. The City paid for employees who conduct sewer line inspections with remote-controlled cameras to complete a pipeline assessment certification program. Assessment codes entered into ServiceNow are now consistent and accurate. Cleaner, more reliable data has helped strengthen sewer system maintenance, contributing to the steady drop in the number of overflow events Reno has seen in recent years.

The City’s commitment to leveraging the power of data goes beyond M&O. In June, its Clean & Safe Program, an effort focused on connecting unhoused people to housing and various services, launched a new mobile app integrated with ServiceNow. Outreach workers can easily enter individuals’ demographic data, contact community resources, and access digital case files. Now the City is analyzing trends to better understand the impact of housing services and identify areas in need of additional funding and support.

“With data to support your position, you can cut through people’s inherent biases and political narrative and get to ‘yes’ far more easily. Without data, you’re just arguing with people’s perspectives.”

Jackie Bryant, City Manager, Reno

With a data management infrastructure in place, the City is now better able to track the key performance indicators (KPIs) across departments that contribute to Reno’s strategic goals. Smooth city services lead to residents who can trust that their local government is always working to be more efficient and better serve the community.

Join Our Certified Cities!

Henderson, Nevada, USA

Embedding data in decision-making.

Project Type:
Health and Wellness, High-Performing Government, Infrastructure and Utilities

2023 Gold Certification

Like much of Nevada, the City of Henderson is grappling with ongoing drought conditions. The City is taking two primary actions to reduce water consumption: mandating the removal of decorative-only grass from certain properties and converting non-recreational grass in all its parks to drought-tolerant grass by 2026. The City anticipates that the removal of decorative grass will save 10% of the community’s water supply, and that the conversion to drought-tolerant grass in parks will save an estimated 150 million gallons of water annually.

2021 Silver Certification

First launched its Office of Performance and Innovation more than a decade ago.

Regular monitoring of data led the City to suspend water shutoffs and late fees during the pandemic (12% of water and sewer customers were past due on their bills).

Each of the City’s 17 departments has a dedicated data analyst, allowing senior leaders to conduct data analysis and report to the City.

97% of residents are satisfied with the quality of life (the highest in the nation for mid-to-large sized cities that participated in the survey).

A Decade of Data

It’s been a decade since Henderson, Nevada, a city of over 330,000 situated southeast of Las Vegas, first launched its Office of Performance and Innovation and began its journey of embedding data-driven decision-making across the City’s work. The pandemic made the need for using data better both immediate and urgent: in March of 2020 the Nevada Governor’s mandate shut down non-essential businesses, resulting in the Las Vegas Valley having the highest unemployment rate in the nation.

Ambulance service for oxygen support in City of Henderson — Image Courtesy of the City of Henderson.

We’re making better decisions because we start with the data.

Laura Shearin

Supporting Residents During the Pandemic

One way that Henderson’s data-driven approach helped its residents during that crisis was by modifying payment requirements so that customers could continue to have access to important services. Because every City of Henderson department regularly monitors their data to identify challenges and opportunities, the City’s Department of Utility Services took notice when a statistically high number of residents began to fall behind on payments (12% of water and sewer customers were past due on their bills).

Because of the emergency, and the recognition that people needed water even if they could not afford to pay the bill, Henderson decided to suspend water shutoffs and late fees. The team continued to monitor payments closely during that time and, when residents began to demonstrate an ability to pay their water bills again, they were eased off the program.

Department of utility services at the city of henderson monitoring payment — Image Courtesy of the City of Henderson.

The main reason why Henderson can react so quickly in an emergency is the work City officials have done to build a robust system for sharing and acting on data. By implementing software that allows all departments to enter their data into a single platform, the City has created data visibility. Henderson’s focus on data emerged long before the pandemic.

“We had to balance the needs of the organization with the needs of the community. And we continued to monitor the data to provide insights that helped us decide when it was time to start easing residents off the program.”

Priscilla Howell

Data-Driven Government From the Top

Since she first entered office, Mayor Debra March has set the tone that governing with data and evidence is an organizational expectation, regularly disbursing mini plaques to staff that are engraved with the message “Without facts and data you’re just another person with an opinion.” Each of the City’s 17 departments has a dedicated data analyst, allowing senior leaders to conduct data analysis and report out at the City’s monthly performance and operations review meetings to inform the decision-making process. In addition, the City has developed a tiered method of data collection and reporting that holds every department accountable for performance and data. This ensures that the right information, key data, and valuable insights are made available to the relevant teams at each level of decision-making.

The City’s approach to data is guided by evaluation but also highly entrepreneurial: when the City’s Community Development Department couldn’t get access to county-level data on social services to help inform support for the unhoused during COVID, they worked in concert with local entities to conduct counts and generate their own datasets to determine how to best meet the needs of that community. The City also shifted to a “COVID Dashboard” with specific metrics that would provide the information needed to quickly identify priorities and areas of need.

For residents, Henderson’s data-driven focus produces results through its services. The City uses call volume and population data to determine where to open new fire stations. It also monitors a variety of metrics such as the cardiac survivability rate, and uses benchmarks and “stretch targets” to improve performance. Henderson’s cardiac survivability rate has been outperforming the national American Heart Association (AHA) benchmark — just one example of how data is making a tangible difference in people’s lives.

American Heart Association Benchmark — (COH) City of Henderson’s cardiac survivability rate compared to the national American Heart Association (AHA) benchmark.

Setting the Bar Higher

Although the City’s most recent biennial survey of its residents and businesses finds that 97% of residents are satisfied with the quality of life (the highest in the nation for mid-to-large sized cities that participated in the survey), city officials are looking for ways to push its services and operations to the next level and reach 98%. “Our vision is ‘To Be America’s Premier Community’,” City Manager and CEO Richard Derrick says. “Being data-driven is tied to one of our core values: High Performing Public Service. We hold ourselves up to national standards like What Works Cities and the Baldrige Criteria, which include best practices for how you manage and use data.”

Despite its sophisticated data-driven operations, Henderson is constantly evaluating its performance and looking for new ways to improve. Applying for What Works Cities Certification helped identify places where the City can improve and achieve even more, Polly Walker, Henderson’s business process consultant, said.

“The City of Henderson is very proud and excited to be What Works Cities-Certified, but we’re not stopping there,” she said. “We are looking at the feedback we received from What Works Cities to determine areas where we can get better, because that’s what being Premier is all about: continually improving the services we provide the community.”