U.S. flag
        An official website of the United States government
          Here’s how you know
        Here’s how you know**Official websites use .gov**
              
              A **.gov** website belongs to an official government organization in the United States.
        **Secure .gov websites use HTTPS**
              
              A **lock** (  A locked padlock
) or **https://** means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites. https://www.nist.gov/baldrige/city-germantown-tn
  Search NIST
    Search
              Menu

      


Close
    Topics
        All Topics
                                                        Advanced communications
                                                        Artificial intelligence
                                                        Bioscience
                                                        Buildings and construction
                                                        Chemistry
                                                        Climate
                                                        Cybersecurity
                                                        Electronics
                                                        EnergyEnvironment
                                                        Fire
                                                        Forensic science
                                                        Health
                                                        Information technology
                                                        Infrastructure
                                                        Manufacturing
                                                        Materials
                                                        Mathematics and statisticsMetrology
                                                        Nanotechnology
                                                        Neutron research
                                                        Performance excellence
                                                        Physics
                                                        Public safety
                                                        Resilience
                                                        Standards
                                                        Transportation
            Publications
            Labs & Major Programs
        Laboratories
                                Communications Technology Laboratory
                                  Engineering Laboratory
                                  Information Technology Laboratory
                                  Material Measurement Laboratory
                                  Physical Measurement LaboratoryUser Facilities
                                NIST Center for Neutron Research
                                  CNST NanoFab
                                                        Research Test Beds
                                                        Research Projects
                                                        Tools & InstrumentsMajor Programs
                                Baldrige Performance Excellence Program
                                  CHIPS for America Initiative
                                  Manufacturing Extension Partnership (MEP)
                                  Office of Advanced Manufacturing
                                  Special Programs Office
                                  Technology Partnerships Office
            Services & Resources
        Standards and Measurements
                                Calibration Services
                                  Laboratory Accreditation (NVLAP)
                                  Quality System
                                  Standard Reference Materials (SRMs)
                                  Standards.gov
                                  Time Services
                                  Office of Weights and MeasuresSoftware
                                                        Data
                                Chemistry WebBook
                                  National Vulnerability Database
                                  Physical Reference Data
                                  Standard Reference Data (SRD)
                                                        Storefront
                                                        License & PatentsComputer Security Resource Center (CSRC)
                                                        NIST Research Library
            News & Events
        News
                                                        Events
                                                        Blogs
                                                        Feature Stories
                                                        AwardsVideo Gallery
                                                        Image Gallery
                                                        Media Contacts
            About NIST
        About Us
                                Leadership
                                  Organization Structure
                                  Budget & Planning
                                                        Contact Us
                                                        Visit
                                                        Careers
                                Student programsWork with NIST
                                                        History
                                NIST Digital Archives
                                  NIST Museum
                                  NIST and the Nobel
                                                        Educational Resources
 
 Baldrige Performance Excellence Program
    
      
  How Baldrige Works
                            Expand or Collapse
          About Baldrige
                                              Expand or Collapse
                Baldrige Impacts
                                  History
                                                                Expand or Collapse
                      Malcolm Baldrige Biography
                                              How the Baldrige Program Began
                                  Baldrige Process Integrity
                                  Baldrige FAQs
                      Baldrige Director
                                              Expand or Collapse
                Organization Chart
                      Baldrige Community
                                              Expand or Collapse
                Examiners
                                                                Expand or Collapse
                      Examiner Resources
                                  Board of Overseers
                                  Judges Panel
                                  Executive Fellows
                                  Baldrige Foundation
                                  State & Local Baldrige-Based Programs
                                  Baldrige Ambassadors
                                  Communities of Excellence 2026
                                  International Award Programs
                      News/Media Room
                                              Expand or Collapse
                Researchers
          Self-Assessing
                            Expand or Collapse
          Getting Started
                      Baldrige Key Terms
                      Improvement Tools
                                              Expand or Collapse
                Job Quality Toolkit
                                                                Expand or Collapse
                      Recruitment & Hiring
                                              Benefits
                                              Diversity, Equity, Inclusion, & Accessibility
                                              Empowerment & Representation
                                              Job Security & Working Conditions
                                              Organizational Culture
                                              Pay
                                              Skills & Career Advancement
                                              Job Quality Baldrige Style
                                  Foundations for a Successful Business
                                  Are We Making Progress?
                                  Are We Making Progress as Leaders?
                                  easyInsight: Take a First Step Toward a Baldrige Self-Assessment
                                  Are You a Role-Model Leader?
                                  Integrating Baldrige with Other Tools
                      Baldrige by Sector
                                              Expand or Collapse
                Manufacturing
                                                                Expand or Collapse
                      Are You Ready to Address Your Business Challenges and Get National Recognition?
                                  Service
                                  Small Business
                                  Education
                                  Health Care
                                  Nonprofit/Government
          Products & Services
                            Expand or Collapse
          Baldrige Cybersecurity Initiative
                      Baldrige Excellence Framework
                      Baldrige Excellence Builder
                      Baldrige Executive Fellows Program
                      Baldrige Connect
                      Become a Baldrige Examiner
                      Baldrige Examiner Training Experience
                      Shop Baldrige Gear
          Publications
                            Expand or Collapse
          Baldrige Excellence Framework
                                              Expand or Collapse
                Business/Nonprofit
                                  Education
                                  Health Care
                                  Baldrige Excellence Framework Graphics
                      Baldrige Case Study
                      Blogrige
                      Insights on the Road to Performance Excellence
          Conferences
                            Expand or Collapse
          Quest for Excellence Conference
                      Baldrige Fall Conference
                      Baldrige Exhibit Schedule
          Award Recipients
                            Expand or Collapse
          Current Baldrige Recipients
                      Name & Trademark Guidelines
          Baldrige Award
                            Expand or Collapse
          Award Criteria
                      How to Apply
                                              Expand or Collapse
                Application Format
                      Award Cycle Overview
                      Is Your Organization Eligible?
                      Award Process Fees



  Connect with us
      
      TwitterGovDeliveryYoutubeCity of Germantown, TN

Share
  Facebook
                      Linkedin
                      Twitter
                      Email

Malcolm Baldrige National Quality Award**2019 Award Recipient, Nonprofit**

Emergency Services employees from the City of Germantown, TN standing in front of the fire truck at the station.Credit:
          
  City of Germantown, TN

Download Printable PDF

**Highest-Ranking Official***
Patrick Lawton
City Administrator

Public Affairs Contact

**At time of award*

**For more information**
Jessica Comas
Marketing and Communications Manager
City of Germantown
1930 South Germantown Road
Germantown, TN 38138jcomas [at] germantown-tn.gov(jcomas[at]germantown-tn[dot]gov)https://www.germantown-tn.gov

Located near the Mississippi River along the historic trails of the Chickasaw Indians and established in 1841, the City of Germantown operates under a mayor-council form of government through a private act charter by the State of Tennessee. With a certified population of 40,123, the City has one defining mission—Excellence, Every day. The philosophy guides staff commitment to align performance excellence with the City’s vision and long-range strategy, represented in the Germantown Forward 2030 Plan. The City comprises 19.8 square miles and its key product offerings include education, economic development, public safety, sanitation, and utilities (water and sewer).

**Highlights**

Since 1994, the City of Germantown has received the highest possible credit rating from Standard & Poor's and Moody’s.
	Germantown’s unemployment rate has improved from 6% in 2014 to just about 2.6% in 2018, better than the current U.S. unemployment rate of 3.7% and other small cities that average 4–5%, according to the U.S. Bureau of Labor Statistics.
	Earning a net promotor score of 71 in customer engagement in 2018, Germantown has consistently exceeded the benchmark of 50, which is considered excellent; over 70 is considered world-class.
	The community rating for satisfaction with employee ethical behavior has been above 93% since 2014 and is approaching 100% in 2018.Senior Leadership

The City vision, part of the Germantown Forward 2030 Plan, and community values are developed by citizens during the strategic planning process and deployed to staff, vendors, partners, volunteers, customers, and other stakeholders through the Leadership Model and varied communication tools. Vendors and partners receive a copy of the vision statement and Code of Ethics, with senior leaders providing education and communications to ensure that expectations are clear. Aligned with the vision, key performance measures for departments and key partners are integrated into dashboards, with operational measures incorporated into department business plans.
	The community rating for satisfaction with employee ethical behavior has been above 93% since 2014 and is approaching 100% in 2018. Ethical behavior is promoted through an open-door policy, ethics training, performance indicators, an orientation program for new employees, a Code of Ethics for public officials and employees, and eight key processes. Ethics violation reviews yield improvements to annual refresher trainings.
	According to the employee survey, overall more than 83% of Germantown employees trust and respect senior leaders, a key driver of employee engagement, compared to the 2018 Federal Employee Viewpoint Survey (FEVS) benchmark of just 71%. In 2018, nearly 80% were satisfied with their jobs, surpassing the FEVS rating by about 10%. In addition, 85% agree that they have enough information to do their jobs well, compared to the FEVS benchmark of just 69%.Financial Results

Since 1994, the City of Germantown has received the highest possible credit rating from Standard & Poor's and Moody’s. The Standard & Poor's Global Ratings 2017 statement indicated a very strong economy, management, budgetary performance, budgetary flexibility, liquidity, and debt-and-contingent-liability position, with overall net debt less than 3% of market value.
	Germantown is one of 124 municipalities in the United States (out of 19,500) to hold a dual AAA bond rating from Standard & Poor's and Moody’s. Total general fund reserves continually increased from nearly $25 million in 2014 to exceed $40 million in 2018. This is in comparison to a 2009 best practice of the Government Finance Officers Association that the minimum reserves a government should consider should equal about 16% of revenues or expenditures, which would be about $28 million for Germantown.
	Germantown’s sales tax revenue has been increasing steadily since 2014 at nearly $8 million to over $13 million in 2018. The commercial tax base revenue has increased by approximately $2 million since 2016 and now represents about 23% of the total property tax revenue.
	Germantown’s unemployment rate has improved from 6% in 2014 to just about 2.6% in 2018, better than the current U.S. unemployment rate of 3.7% and other small cities that average 4–5%, according to the U.S. Bureau of Labor Statistics.
	Per capita personal income has consistently exceeded $50,000 since 2015 and approaches $55,000 in 2018, surpassing 2018 Federal reserve bank benchmarks for the states of Tennessee at $46,245 and North Carolina at $46,117.Customer Process with Results

Germantown uses a net promoter score based on respondents’ answers to “how likely would you be to recommend Germantown as a place to live?” Earning a net promotor score of 71 in customer engagement in 2018, Germantown has consistently exceeded the benchmark of 50, which is considered excellent; over 70 is considered world-class.
	More than 70% of residents have lived in Germantown for more than 10 years, and more than 90% of residents plan to stay for five years, a percentage that has remained consistent since 2014.
	Germantown has sustained a close to 80% overall satisfaction rating since 2015, better than the 2019 FEVS benchmark at just 60%. Almost 95% of residents are satisfied with public safety, including police and fire services and response time.People Process with Results

According to the employee survey, overall employee engagement improved from 72% in 2016 to 87% in 2018, outperforming the FEVS benchmark by 17%. In addition, 91% of employees were satisfied with support from management, and 90% were satisfied with benefits.
	Germantown’s investment in its employees is evident through employee’s individual employee development plans and the Play Like a Champion (PLAC) leadership program, a development initiative started in 2012 that allows employees to experience work in other departments, broaden their understanding of City responsibilities, and form relationships with coworkers from other areas. As of 2018, more than 20% of the workforce graduated from the program. With knowledge levels tested before and after PLAC day, knowledge improvement among employees exceeded 70% following the completion of the 2018 class.Strategic Planning

To ensure a sustainable future, all City work is guided by the resident-created Germantown Forward 2030 strategic plan. The eight-step strategic planning process is led by a 30-member steering committee appointed by the Board of Mayor and Aldermen, with the involvement of 300 residents. To ensure that customer requirements are met, departments conduct biennially customer focus groups to extensively review the department’s impact on the strategic plan.
	Annually, Germantown deploys the Financial Trend Monitoring System to understand current conditions and identify important trends and blind spots. Strategic objectives are correlated to key performance areas that include action plans, timetables, and key performance indicators.
	Action plans are deployed through individual employee development plans and quarterly department business plans. Each department connects its plan to the organization’s strategic objectives, timelines, action plans, and key performance indicators. Senior leaders are accountable for presenting progress at quarterly reviews, where performance issues are addressed and any needed modifications are developed.
	Germantown ensures responsible governance through a charter that defines organizational powers, checks and balances, functions, and procedures. Quarterly business plan reviews are shared with elected officials and the public. Additional elements of accountability and operational transparency include use of the Government Accounting Standards Board, compliance with State Open Meeting Law and Public Records Act requirements, and internal and external audits. Along with succession planning for senior leaders, collaboration with Leadership Germantown, a local non-profit, results in leadership training for residents who ultimately become leaders on the City’s boards and commissions.Process Efficiency/Effectiveness with Results

Police emergency response time has improved from 4.5 minutes to just over 2 minutes since 2011, compared to other city benchmarks of 5 minutes, and police non-emergency response time improved from 5 minutes in 2012 to just over 4 minutes in 2018. Similarly, 911 calls have been answered in less than 10 seconds almost 100% of the time from 2016 to 2018, better than two local cities that averaged about 95%.
	Germantown’s Fleet Services was selected by a national organization as one of The 100 Best Fleets in America for the past two years and named it in the top 50 Public Sector Fleets in 2018. Availability of the network, telephone, radio systems, and servers has been 100% for the past five years.Citizenship with Results

Germantown’s commitment to the community is demonstrated through various training and educational events such as 43 active-shooter-scenario-training events in the last year with schools, community groups, and neighboring cities; five Safety City events; Heart Saver training for nearly 6,000 people; periodic Police Academy training for citizens; and a recycling campaign. Neighborhood summits have occurred, as well as periodic code compliance and home remodeling offerings. The City hosts an annual Night Out where public safety officials and other city staff visit about twenty locations throughout the community in observation of Crime Prevention Month.****Back to Press Release****

****Resources****

Search All Baldrige Award RecipientsBaldrige Award Recipient FAQsAttend Quest for ExcellenceHow Baldrige WorksBaldrige Program Impacts
  Performance excellence, Baldrige award, Baldrige Framework and Criteria and Best practices

    
    Contacts
      
        

Baldrige Customer Service
  baldrige@nist.gov
  (301) 975-2036
  NIST/BPEP 
  100 Bureau Drive, M/S 1020 
  Gaithersburg,
  MD 20899-1020

Created November 7, 2019, Updated March 2, 2020
 HEADQUARTERS
            100 Bureau Drive
              Gaithersburg, MD 20899301-975-2000
            Webmaster | Contact Us | Our Other Offices
        Twitter
            
Facebook
            
LinkedIn
            
Instagram
            
YouTube
            
Giphy
            
RSS Feed
            
Mailing List
                              How are we doing? Feedback

  
  Site Privacy
                      Accessibility
                      Privacy Program
                      Copyrights
                      Vulnerability Disclosure
                      No Fear Act Policy
                      FOIA
                      Environmental Policy
                      Scientific Integrity
                      Information Quality Standards
                      Commerce.gov
                      Science.gov
                      USA.gov
                      Vote.gov