At TPWD, the staff (customers) are spread throughout the state (over half are not in Austin).  As staff become eligible for a computer refresh, they were having to drive hours to get to Austin to get their new device.  This took away from the work at their site, and there were times they had to spend the night.  Using tools and services available, IT piloted a "drop ship" program.  This presentation would cover the project initiative, how it impacted the customer experience, learning from the pilot, being ok to take critical responses, adjusting and persevering.  This discussion can apply to any project and so many state agency staff and leaders struggle with getting stuck starting, continuing and regrouping.  We plan to have a business partner in the session as well, to talk about their customer experience and what wins and struggles they went through with the IT team.  Again, good feedback for all projects.