At the Texas Parks and Wildlife Department (TPWD), more than half of the staff work outside Austin, making computer refreshes a significant burden—often requiring hours of travel and, in some cases, an overnight stay. To improve customer experience, IT used available tools and services to pilot a “drop ship” program that delivered new devices directly to staff. This presentation will explore the initiative, the impact on customers, lessons learned from the pilot, and the importance of accepting critical feedback, adapting, and persevering. A business partner will share their perspective, including the wins and challenges experienced with the IT team. The lessons extend beyond IT, offering practical insights for any team struggling with how to start, sustain, regroup, and move a project forward.