Orlando Utilities Commission Digital Transformation

Challenge

Orlando Utilities Commission had served 240,000 customers for 94 years. Their web presence reflected that legacy more than their current mission. The website felt outdated, the experience fragmented between desktop and mobile, and customers struggled to complete basic transactions online. A utility company in the digital age needed to prove it understood its customers' time and patience.

Strategy

We began by understanding what customers actually needed from OUC online: bill payment, account inquiries, service requests, and outage information. These weren't glamorous needs, but they were critical. We conducted stakeholder interviews across the organization and discovered a disconnect between what executives thought customers wanted and what the data showed. We built our strategy on that truth.

The brand positioning shifted from "the utility we've always known" to "a utility that works with you." Visually, we modernized the identity without erasing history. The new website became the hub for that promise.

Execution

We designed and developed a corporate website that matched customer expectations for clarity and speed. The mobile experience received equal attention to desktop, recognizing that customers often checked accounts or reported issues on the go. We implemented Sitefinity CMS, enabling OUC's team to update content without technical barriers.

Video became a storytelling tool. We produced content explaining energy conservation, service options, and community initiatives. These weren't corporate promotional pieces. They were authentic explanations of how OUC operates and why.

Results

The new website reduced customer support inquiries for basic information by allowing self-service access. Mobile traffic increased significantly as customers realized the app and web experience could meet their needs. The CMS empowered OUC's communications team to maintain current information without external dependencies. Employee engagement improved when staff saw the brand reflected what they believed about their work.

More importantly, the transformation showed that a 94-year-old organization could evolve without losing trust. That's how utilities maintain relevance.