Breaking Down Operational Silos
Proven Strategies from Leading Municipal Utility Executives
Discover how leading municipalities are eliminating departmental silos — both technically and operationally — to strengthen service delivery, stewardship, and long-term resilience. Leaders from the City of Pasadena and the City of Waco and industry experts from Esri and KloudGin share real-world strategies for reframing modernization as enterprise transformation, consolidating fragmented systems into a single source of truth, and operationalizing GIS as the backbone of municipal work.
Learn how they aligned people, processes, and technology across public works, utilities, parks, planning, customer service and more — driving workforce adoption, improving capital planning, and building a unified, data-driven foundation for responsive, citizen-centered operations.
Contributing Authors
Jeremy Marquette brings over 20 years of utility industry experience and leads the Customer Service and Technology Division at Pasadena Water and Power (PWP). Since joining PWP in 2019, he has overseen customer service operations, the call center, billing, credit and collections, meter services, and information technology. He recently directed the successful launch of PWP’s new customer information system (CIS), earning PWP Oracle’s “Utility Partner of the Year” award for innovation and customer experience advancement. Before PWP, Mr. Marquette served in multiple customer service, finance, and IT roles at Long Beach Utilities. His leadership contributed to major transformation initiatives, including a CIS replacement, the AMI smart meter rollout, and the Enterprise Resource Planning (ERP) implementation.
Lisa Tyer brings more than four decades of leadership experience across municipal operations, regulatory compliance, and enterprise transformation. She serves as the City of Waco’s Director of Customer Engagement, where she leads initiatives to modernize service delivery, enhance resident experience, and advance the City’s digital capabilities. Her experience includes executive sponsorship of major technology transformations across Utilities and customer-facing services, including customer information, work and asset management, and citywide communications, with a strong focus on operational efficiency, transparency, and service responsiveness.
Christopher Thomas is the Director of Government Markets on the Industry Solutions team at Esri, focused on state and local disciplines. He has over 30 years of experience working in and with national, state and local governments implementing technology. As a strategist and subject matter expert, Christopher works to identify emerging trends GIS can support.
Stephen Miller has over 20 years of experience across a variety of asset intensive industries covering: Oil & Gas (EP, Pipeline/Transmission, LNG, etc.), Power Generation (Fossil, Renewables, and Nuclear), Manufacturing, Food Processing, Facilities, Health Care, and Aerospace Manufacturing. Stephen has a very strong background in Maintenance, Asset, Reliability, Inventory, Information Management and Business Process Improvement, including many years of implementing KloudGin, Maximo and SAP for clients of all sizes.
"As a city, you would like to think that everything works smoothly, but in reality we were a bunch of silos working independently. One of the things KloudGin has brought forth is that we need to have more interconnectivity and to be able to look at each other's information. Our project grew - when we started off, it was going to be a utilities project, maybe streets. Since then, almost every type of field operating department within the city will be on KloudGin."
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