Delivering Exceptional Services
City of Irving Human Resources Director and Chief Performance Officer Lynda Johnson and City Manager Tommy Gonzalez (second and third from left) accept the Malcolm Baldrige National Quality Award during a ceremony this morning at the Baltimore Marriott Waterfront Hotel in Baltimore, Md. Presenting the award are (left) Dr. Patrick Gallagher, Under Secretary of Commerce for Standards and Technology and Director of the U.S. Department of Commerce’s National Institute of Standards and Technology; U.S. Commerce Deputy Secretary Rebecca Blank; and George Benson, Foundation for the Malcolm Baldrige National Quality Award Chairman.

Irving Recognized at Baldrige Award Presentation Ceremony

obama-videoIrving Gets Presidential Praise

Added to the list of those congratulating Irving on its receipt of the Malcolm Baldrige National Quality award are President Barack Obama, former President George H.W. Bush and U.S. Rep. Michael Burgess (R-Texas).

Remarks by President Obama were conveyed via video at the official award ceremony held in conjunction with the 25th Annual Quest for Excellence Conference April 8 in Baltimore, Md. In the video, the president offered an individual recognition to the City of Irving.

“And the City of Irving, Texas, is implementing new ideas that set an example of what a healthier, safer, more efficient city looks like,” said Obama.

Bush penned his remarks in a letter to Baldrige Performance Excellence Program Director Dr. Harry Hertz prior to the conference.

“Twenty-five years since the award’s inception, Baldrige Award winners still exemplify performance excellence and serve as U.S. role models across all sectors of the economy,” said Bush in the letter.

Irving also received a national mention on C-SPAN when Burgess acknowledged Irving’s receipt of the Baldrige Award from the House Floor. (Watch the video)

“The City of Irving prioritizes feedback from its residents, achieving high levels of citizen satisfaction, producing almost $45 million in cost savings over the past five years,” said Burgess. “I congratulate the City of Irving on the receipt of this award, and I hope that the federal government of Washington, D.C., can learn from their example.”

presentation-videoWatch City Manager Tommy Gonzalez's Presentation

Video also available on YouTube

City of Irving Baldrige Web Page

Bearing the presidential seal, the Malcolm A. Baldrige National Quality Award that the City of Irving received for strategic planning, lean thinking, process improvements and financial responsibility has arrived at City Hall.

A delegation representing the Irving community and workforce journeyed to Baltimore, Md., in April to witness the official award presentation and to share Irving’s award-winning operational practices with others.

Held in conjunction with the 25th Annual Quest for Excellence Conference, the award presentation ceremony was presided over by Deputy U.S. Secretary of Commerce Rebecca Blank. Accepting the award for Irving were City Manager Tommy Gonzalez and Human Resources Director and Chief Performance Officer Lynda Johnson.

“When you think about government at any level — city, state or federal — you don’t normally use the words efficient, competitive or cost-effective, but that’s exactly what the Baldrige process has done for Irving,” said Gonzalez in accepting the award. “All of the city’s employees worked toward a common goal, embracing a common vision, and I could not be more proud of them.”

The award ceremony represented only a small portion of the Baldrige experience — much of the time at the Quest for Excellence Conference was dedicated to breakout sessions, solution sharing and workshops. Sessions facilitated by Irving leaders focused on leadership, process management, customer focus and creating a culture of improvement. Being the second, as well as the largest, city in the Baldrige Award’s quarter-century history to be honored, many of the 800 conference-goers from the private and public sectors were eager to hear from Irving leaders to learn how a government organization surpassed private-sector competitors on the arduous journey to the nation’s highest honor for performance excellence.

“Irving shined in Baltimore … our presentations were well done,” said Chief Financial Officer Max Duplant. “Our presentations piqued the interest of individuals from as far away as China who want to visit Irving this year … they want to implement some of our best practices.”

Though the conference has ended, the learning that took place in Baltimore is expected to have a lasting impact on Irving as an organization and as a community. Members of the Irving delegation who attended the conference will share best practices and key learnings from the conference with staff to assist the city on its continued journey to organizational excellence.

To view Irving’s acceptance speech or learn more about the Malcolm A. Baldrige National Quality Award, visit

Posted May 1

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