Member Spotlight
Georges Gonzalez, Water Resources Enterprise Solutions Director – Hillsborough County Water Resources Department
Hillsborough County Water Resources Department is one of the largest departments in the county with 800 plus staff members protecting public health and environmental sustainability in unincorporated Hillsborough County. The department provides three core services: safe drinking water, wastewater treatment, and reclaimed water distribution. Operating four water treatment plants, five wastewater treatment plants, a biosolids composting facility, and supporting administrative and field operations, the department ensures reliable water services for residents and businesses. Through rigorous treatment, testing, and monitoring, it delivers drinking water that meets or exceeds federal and state standards.
The department also manages wastewater collection and treatment systems, safeguarding public health and local waterways by removing pollutants before water is safely returned to the environment or reused through the reclaimed water system. To promote conservation, reclaimed water is provided for irrigation, industrial uses, and landscape maintenance, reducing reliance on potable water supplies and supporting long-term sustainability. We continually search and look for the latest technologies to assist with process improvement and to allow us to better serve our community and staff.
Through these services, the Water Resources Department remains committed to delivering reliable water resources, protecting the environment, and ensuring the responsible stewardship of water for future generations.
Digital transformation is often discussed as a technology challenge, but you’ve argued it’s equally a people and culture challenge. What separates utilities that successfully embrace change from those that struggle?
Digital transformation is in fact often framed as a technology challenge, or having technology that no longer serves, however in my experience, technology is usually the easier part. As I shared in my keynote, the real challenge is helping people adapt to new ways of working.
Utilities that successfully embrace change focus as much on their people as they do on the technology itself. They invest in training, communicate the “why” behind the change, involve employees of all levels early in the process, and create an environment where staff feel empowered to learn, share their thoughts and questions and experiment. Employees are far more likely to support transformation when they understand how it benefits them, customers, improves operations, and makes their jobs easier.
Organisations that struggle often treat transformation as software implementation rather than an organisational change initiative. They underestimate the importance of communication, fail to address employee concerns, or assume that providing a new tool automatically changes behavior. Without trust, engagement, and continuous training, even the best technology can fail to deliver its intended value.
One of the most important lessons we’ve learned is that training cannot be a one-time event. Successful utilities build a culture of continuous learning. As technology evolves whether it’s AI, advanced analytics, smart metering, or customer engagement platforms, employees need ongoing opportunities to develop new skills and confidence. The goal is not just to deploy new technology, but to create a workforce that is adaptable, curious, and prepared for the future.
Ultimately, the utilities that thrive are the ones that recognise digital transformation as a leadership and culture journey. Technology enables change, and people make it successful.
Hillsborough County served as the Utility Partner for the SWAN 16th Annual Conference. What motivated Hillsborough County to take on this role, and what value do you see in bringing together utilities, technology providers, and industry leaders through organisations like SWAN?
To be honest, I had not heard of the SWAN organisation. It was our Assistant County Administrator, George Cassady, that shared the information with me and I was excited about the opportunity to join and be part of it from day one.
Serving as the Utility Partner for the SWAN 16th Annual Conference was a natural fit for Hillsborough County Water Resources because we believe the future of the water industry depends on collaboration, innovation, and a willingness to embrace change. As utilities face increasing challenges from aging infrastructure and workforce transitions to cybersecurity threats, regulatory requirements, and customer expectations we recognise that no single utility can solve these challenges alone.
What motivated us to take on this role was the opportunity to contribute to a broader conversation about the future of water utilities and to share our own digital transformation journey. Organisations like SWAN provide tremendous value because they bring together utilities, technology providers, researchers, and industry leaders in a collaborative environment. These partnerships help utilities learn from one another, avoid common pitfalls, accelerate innovation, and identify practical solutions to real-world challenges. Technology providers gain a better understanding of utility needs, while utilities gain exposure to emerging tools and proven practices that can improve operations, customer service, resilience, and sustainability.
Most importantly, SWAN creates a community where ideas can be shared openly. The challenges facing the water and wastewater sectors are too important and too complex to tackle in isolation. By working together, we can accelerate digital transformation, strengthen our utilities, and ultimately deliver greater value and reliability to the communities we serve.
What gave you the most optimism about the future of the water industry during your time at the SWAN Conference in Tampa?
One of the most encouraging takeaways from the SWAN Conference in Tampa was seeing how utilities across the world are moving beyond simply discussing digital transformation to actively implementing it. The level of collaboration between utilities, technology providers, and industry leaders demonstrated that our industry is no longer asking if technology will transform water operations, but how quickly we can scale proven solutions.
What gave me the greatest optimism was the willingness of utility leaders to embrace innovation while keeping people at the center of the transformation. Discussions around AI, advanced analytics, smart water networks, and workforce development showed that utilities are focused on solving real-world challenges such as improving customer service, increasing operational efficiency and strengthening resilience. Just as encouraging were the conversations with technology providers and utility leaders from around the world who are actively deploying these solutions today.
I was also encouraged by the openness with which utilities shared both their successes, lessons learned and implementation experiences. Organisations like SWAN create an environment where we can learn from one another, accelerate adoption of best practices, and collectively advance the industry. The future of water and wastewater is being shaped by collaboration, innovation.The commitment I saw in Tampa reinforced my belief that our industry is well-positioned to meet the challenges ahead.
Your career has taken you from global corporations to public utilities, spanning multiple industries and leadership roles. What advice would you give to young professionals looking to build a meaningful and adaptable career in a rapidly changing world?
My advice is simple: over the years I’ve learned to focus less on chasing a specific job title and more on building skills that remain valuable regardless of industry or technological changes.
Throughout my career, from the private sector to public utilities, from finance and operations to technology and customer service, I have learned that adaptability is one of the most important professional skills you can develop. Industries change, technologies evolve, and organisations transform, but people who continuously learn and embrace change remain relevant.
First, invest in developing strong leadership and communication skills. Technical expertise may open doors, but your ability to collaborate, influence, and build relationships is what creates long-term opportunities.
Second, don’t be afraid to take on challenging assignments outside your comfort zone. Some of the most valuable experiences in my career came from roles that I wasn’t fully prepared for when I accepted them. Growth often happens when you’re willing to stretch beyond what feels comfortable.
Third, maintain a mindset of continuous learning. Whether it’s artificial intelligence, data analytics, project management, or emerging industry trends, stay curious and commit to learning throughout your career. The most successful professionals are lifelong students.
Finally, remember that careers are marathons, not sprints..As someone who has completed more than 80 marathons around the world, I can tell you that success comes from consistency, persistence, and a long-term perspective. Focus on creating value, serving others, and building a reputation for integrity, reliability, and results. Opportunities tend to find people who consistently demonstrate those qualities.
In a rapidly changing world, your greatest advantage will not be what you know today; it will be your willingness and ability to learn, adapt, and lead through change.
