With multiple customer information system replacements in the pipeline at Gainesville Regional Utilities (GRU), Chief Customer Officer Bill Shepherd is driving towards three strategic must-be’s with major projects: system intuitiveness, flexibility and sustainability must be embedded in its IVR system, its bill pay and presentment platform, its billing system and upcoming AMI initiatives. GRU’s customers expect local reliability as a core service offering, but they also want a multi-channel customer experience like global retailers offer. This can be challenging for a municipally owned utility where business as usual falls on the side of conservatism, enforced through layers of business case adoption and funding approval. Gain insights from Shepherd’s seasoned acumen and hear how he is managing the staff requirements for GRU’s system replacement initiatives.