What’s the key to managing and engaging literally a city of employees? The City of Irving, Texas, the 2012 Baldrige Award recipient and municipal role model, may have some ideas.

“Say what you mean and do what you say,” says city manager Tommy Gonzalez. “Your employees need to understand the strategic plan and know what role they and their departments play in implementing changes that drive the plan’s desired results. You have to really connect the messaging, strategy, and meaning to inspire and motivate people.”

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