INN: How has USI’s IT strategy changed?

Stewart Gibson: The things I was concerned about in 2006 were system stability and availability, infrastructure consolidation and applications rationalization. Today, the conversations we have with our business units are all about capabilities -- whether that's delivering workflow or analytics capabilities -- enablement in terms of tools, like the e-delivery tool, and competitive differentiation: what we do differently from other brokers, and how we deliver that using technology. Nine years ago , it was a very back-office-centric technology strategy; now it is very much a front-office and consumer-oriented strategy. Information security also is a major focus, with all of the data that we're custodians of.

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