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).
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.
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.