Vice President, Capital Programs & Engineering / Quality
Jeff Willman
Vice President, Water Operations
Craig Jackson
Senior Vice President and Chief Financial Officer
Sabine Karner
Vice President and Controller
Joseph M. Perkins, Jr.
Senior Vice President and General Counsel
Joe Sutherland
Vice President, Regulatory Affairs
Jodi Whitney
Vice President, Human Resources & Chief Diversity Officer
Mike Strohl
Senior Vice President, Chief Customer Officer
John Lucas
Vice President, Information Technology
Curtis Popp
Vice President, Customer Operations
COMPANY VISION:
Enhance the well-being of our customers, communities, and employees by providing unparalleled service now and for generations to come.
COMPANY MISSION:
We fulfill the Promise of the Trust to provide essential utility services for our customers and communities, maintain the lowest possible rates with sound financial management, and create the greatest long-term benefit through a unique business structure.
ENGAUGE
Engauge is published by Citizens Energy Group, Corporate and Public Affairs Department, under the direction of Shannon Stahley, Director of Corporate and Public Affairs. It is distributed to the company’s employees and retirees, and to other interested parties upon request. The Corporate and Public Affairs Department welcomes any ideas, comments, or suggestions from readers on how this publication might better serve you. Please email the Corporate and Public Affairs Department at alowe@citizensenergygroup.com or call 317.927.4336.
Editor: Adam Lowe
Contributors:
Ben Easley
Susan Harris
John Meehan
Graphic Arts:
Wayne Stohs
Joel Bustamante
Belmont AWTP Hosts Young Professionals
On June 25, Citizens Energy Group hosted a tour of Belmont Advanced Wastewater Treatment Plant for young professionals from the Indiana Water Environment Association, the Indiana Section of the American Water Works Association, and Citizens’ Capital Programs and Engineering (CP&E) summer internship program, along with some new Citizens employees. The tour was facilitated by Justin Burnett, Engineer II and CP&E Intern Coordinator, and led by both Daphne Chiu, Resource Recovery Manager, and Dan Kramer, Engineer V. Belmont receives wastewater via an intake from 3,200 miles of collection sewers in the greater Indianapolis area, sending it through the treatment plant and, eventually, to the outfall on the White River. The plant can treat approximately 300 million gallons per day.
Curious about the steps of the typical wastewater treatment process?
1. Screening of large debris at the intake.
2. Additional screening of small debris.
3. Primary clarifier, which separates liquids and solids.
4. Aeration tank to help settle out sludge.
5. Secondary clarifier, which repeats the separation process again to remove additional biomaterial.
6. Tertiary treatment via filtration.
7. Final disinfection via chlorination and/or ultraviolet light to release treated water at the outfall.
You can take a virtual tour of Belmont on our YouTube channel; just follow the QR code!
Melissa Lawson accepts the Expanding Excellence Award (EEA) for Innovation in Field Service Management from CS Week CEO Rod Litke. Citizens won the award for its KloudGin implementation. See more on page 5.
Employee Giving Campaign Planned for Late August
Every year, Citizens Energy Group’s fundraising team organizes an employee giving campaign in support of the United Way of Central Indiana. The 2024 United Ways of Caring Week is planned for August 19-23.
Across Indiana, 39 percent of Hoosiers – more than 1 million households – are in poverty or at risk of poverty. In Central Indiana, 36 percent of families experience poverty –more than 244,000 households. A third of those households are homes with children. Fifty-two percent of Black households and 48 percent of Hispanic households fall below the poverty threshold in Central Indiana, while 76 percent of households headed by single women are facing financial hardship.
Poverty is a problem that too easily affects one generation to the next. There is not a quick fix for most individuals and families, and a single organization cannot solve this problem alone.
Citizens employee giving campaign supporting the United Way is one way to help. Employees can earn entries to win prizes by donating to the campaign (or by renewing or increasing current donations) or by participating in trivia events throughout campaign week. Employees are also encouraged to donate to Citizens Warm Heart Warm Home Foundation™ (EIN 352202401) during United Ways of Caring Week.
Citizens matches your donation during the United Way campaign dollar-for-dollar. You can leverage your pledge to the community by donating to the United Way campaign and designating Warm Heart Warm Home or another nonprofit of your choosing.
• Your donation is matched 1:1 by Citizens if you make a new gift, let your online gift roll over, or increase your gift on the campaign website. Donations by employees can be made to any 501(c)3 organization; Citizens’ match will be directed to United Way of Central Indiana.
• Your donation is matched 1:1 by Lilly Endowment Inc. if you donate $50 or more for the first time or increase your gift by $50 per year. These gifts are only matched by Lilly Endowment Inc. if given directly to United Way of Central Indiana.
Citizens Matches Retiree Giving
Citizens is excited to continue retiree donations. To set up your donation for matching, contact Kayla Halterman-Anderson, Workplace Fundraising Senior Manager, United Way of Central Indiana, at kayla.halterman@uwci.org or (812) 447-9973.
Bid in United Way Week Auctions
Employees and retirees are invited to bid on a wide variety of items during the United Way charity auction at https://www.32auctions. com/Citizens2024UnitedWay. The auction kicks off at 8:00 a.m. on Monday, August 12 and ends at 1:00 p.m. on Friday, August 23.
Citizens Sponsors Pride Night with the Indianapolis Indians
Despite the sweltering heat, employees and their friends and family cheered
July 12. Citizens Energy Group was honored to be the presenting sponsor at
Sports Indianapolis. Game 2 was kicked off with an address from President & CEO
thrown by Levi Elliott, Contact Center Supervisor and Diversity & Inclusion Team member.
on the Indianapolis Indians in a doubleheader on
Pride Night, a partnership with Indy Pride and Stonewall
Jeffrey Harrison, followed by the opening pitch
Q&A Meet Lee Williams, Piping Specialist Customer Field Services
Lee Williams came to Citizens Energy Group as a Large Piping Specialist with Citizens’ acquisition of Indianapolis Water in August 2011. Lee recalls of the acquisition, “I was excited. It was a new company. If you couldn’t reach your goals at the old company, maybe you could reach them here. We were all excited.” Williams was promoted to Piping Specialist Customer Field Services in June 2020.
1. Tell us about what you’re responsible for at Citizens.
“A Utility Service Specialist (USS) responds to both water and gas calls; I do all water and am similar to a plumber/specialist. If a USS responds to a call and they need more assistance, it will come to me. It helps us accommodate the customer so they don’t have to wait a long time for repairs or wait for a contractor.”
Lee has been a union member throughout his Citizens career, joining as a steward and later being elected as the first Black president of the local IBEW 1400 in 2022. “That meant a lot to me, because it showed me my union brothers cared enough to elect me. It was like being a captain in high school. My team members selected me. They believed in me.”
2. What do you like to do outside of work?
Lee coached football when his son played, up through high school. “I want to get back into coaching when I retire, probably at the middle school level where there are still a lot of opportunities for teaching. At that level, it’s not about wins or losses; it’s about learning the skills that will help them be successful in the next level.”
Lee spends his free time riding his bike and playing golf. “My friend and I really like to go to Riverside to play golf. I picked up the game playing in Citizens golf event.” When he’s not biking or playing golf in his free time, Lee makes an annual museum trip on Dr. Martin Luther King, Jr. Day. He has visited the Underground Railroad Museum in Cincinnati, the Ford Museum in Detroit, and multiple other museums throughout the Midwest and South, including in his home state of Mississippi.
3. What do you appreciate about working at Citizens?
“It’s challenging! There are opportunities here, but it’s challenging. That means you can become really great here. You will learn a lot, and it will take you a lot farther. You can prosper here, and you can make a good living.”
Keith Legge, Customer Field Services Supervisor, shared “I have worked with Lee for more than 20 years. His experience and knowledge with water service lines is extensive. He is one of threesenior special utility operators and he has been a major force in training the other two as well as numerous other Citizens employees. He is very professional in his job, and I often receive compliments from customers and contractors. Lee is my go-to when it comes to unique and difficult jobs. I can always depend on Lee to make the best decisions in the field.”
Lee and his son fishing at Eagle Creek. This photo was used as part of the 2013 We’re All Citizens campaign.”
Citizens Recognized with Prestigious CS Week Award
In February, CS Week, an annual educational and customer service conference serving electric, natural gas, water, and wastewater utility professionals across North America, announced Citizens Energy Group would be recognized with an Expanding Excellence Award (EEA) for Innovation in Field Service Management in commendation for our implementation of the KloudGin field service management system. The award was officially presented on May 2 during the CS Week conference.
Fourteen companies and five individuals were named winners and finalists of the prestigious 2024 Expanding Excellence Awards. These coveted honors recognize complex system implementations, technologically savvy programs/services that improve meter-tocash processes, optimized field services functions, and non-technical programs created for more effective and efficient customerutility connections.
CS Week CEO Rod Litke shines a light on the recipients and what it means to the industry: “EEA emphasizes excellence. Customers know it when they see and receive it, and utilities large and small of all kinds are ever striving to meet and exceed their evolving expectations. Many projects are very complex with hundreds of interfaces and integrations, while some initiatives mean reimagining current processes and retooling existing resources to provide a more comprehensive customer experience. EEA stands for all the above, and we are so proud to salute this year’s winners and finalists.”
KloudGin was officially implemented at Citizens in fall 2023 and has replaced the former PCAD system. It is expected that KloudGin will increase efficiency in annually routing more than 540,000 C2M (customer-facing) orders and more than 83,000 gas and water maintenance (WAM) orders. This in turn will positively impact thousands of Citizens customers as well as hundreds of employees. The cross-functional team, including employees from Billing & Customer Service, Gas Operations, IT, Payroll, Procurement, Shared Field Services, and Water Operations, collaborated to make this project a success.
Melissa Lawson, Director Shared Field Services, recognized the countless hours of hard work poured into the project. “I want to thank and congratulate every team member for their dedication to our customers and our fellow coworkers by successfully implementing a new system that has provided our customers and team members with an enhanced experience.”
Gary Young, Manager of Dispatch, served as a project lead for the business side of the implementation. “As an organization that strives for continuous improvement, winning this award only validated our team’s dedication and effort to bring forth the latest in innovation with the goal of improving the user and customer experience.”
Shelby Sawyers, now Manager of Governance & Board Affairs, served as a project lead for training and organizational change management. “The Expanding Excellence Award is representative of the vision, mission, and values of our organization. Winning this award gives me great pride knowing the efforts of our team and the benefits to our customers were truly a success and could inspire other organizations in how they serve their customers and employees.”
A special thank-you to everyone on the cross-functional team that helped make this implementation a reality:
Curtis Popp, Melissa Lawson, Danielle Montgomery, Shelby Sawyers, Gary Young, Joe Anthis, Mike Elliott, Steve Griffin, Zach McHone, Tim Blagsvedt, Abed Darwish, Paul Dicken, Jeff Ford, Ben Warren, Roger Hanas, Panika Allen, John Anderson, Mary Anderson, Mathew Anderson, Tracy Andrews, Cory Berg, Chuck Behrens, Angel Brauss, Mike Butler, Steven Cherry, Ravi Chittaranjan, Marco Cutchin, Aaron Douglas, Richard Faulk, Jake Ford, Cody Gibbs, Greg Guntle, Kent Kaiser, Corbin Knight, Blaine Komasinski, Emelyne Lane, Jacob Larrison, Mark Little, Kenny Maiden, Brian Maki, John Marcum, Joe McKamey, Jason Moore, Scott Miller, Jared New, David Norton, Eric Novelo, Charles Oldham, Irfan Peerbhoy, Nick Polley, Josh Puckett, James Ruble, Brian Rupley, Justin Sipe, Cheryl Smith, Jonathan Tinkle, Mike Twyman, Kai Vasilyeva, Jennifer Velikan, Aaron Warner, Erin Whitley, and Sean Wilson.
Trilochan Sahoo (Infosys – Industry Principal for Utilities), Mithun Das (Infosys – Senior Director), Melissa Lawson, Danielle Montgomery, Gary Young, Shelby Sawyers, Gary McAuliffe (KloudGin – Vice President of Sales)
CELEBRATING OUR 2024 GRADUATES
Luke Griffith, son of Scott Griffith, Safety Specialist, graduated from Whiteland Community High School. He completed his graduation requirements mid-year and is currently working in sales in Seattle, Washington. Scott’s step-son Cameron Martin graduated from Mooresville High School. He also completed his graduation requirements early and is currently working in sales in Seattle.
Peyton Vander Weide, son of Melissa Roberts-Vander Weide, Technical Specialist III Gas, graduated simultaneously from Perry Meridian High School and Vincennes University, with Academic Honors from Perry Meridian and an associate’s degree from Vincennes. Peyton will attend University of Indianapolis on scholarship, where he plans to major in mechanical engineering and minor in German.
Wyatt Maher, son of Jenny Maher, Technical Specialist II Gas, graduated from Avon High School. Wyatt plans to attend Ball State University to study broadcast journalism.
Cameron Thompson, son of James Thompson, Technical Specialist III Gas, graduated from Avon High School. Cameron will attend Ball State University this fall to study architecture.
Shelby Duncan, sister-in-law of Troy Duncan, Stockperson, completed her Master of Social Work degree at Indiana Wesleyan University. She currently works for the Morgan County Department of Child Services.
Olivia Terry, daughter of Robert Terry, Shift Coordinator – Thermal, graduated from Indiana University with a Bachelor of Science degree in elementary education. Olivia plans to teach in the elementary setting in Central Indiana.
Bailey Small, daughter of Jessica Small, Wastewater Clerk, graduated from Speedway Senior High School. Bailey plans to attend Indiana University Indianapolis this fall to major in biology, with her sights set on attending dental school.
Alanna Douglas, daughter of Aaron Douglas, Utility Service Specialist, graduated with technical honors from Lawrence Central High School. Alanna plans to pursue a career in real estate and business.
Gabriela Sanders Pruitt, daughter of Ron Sanders, Wastewater Field Operations Supervisor, graduated from IUPUI and Ivy Tech with degrees in general studies, business management, and medical. Gabriela recently got married in March and is working as an human resources corporate manager for the federal government.
Jessica Stackhouse, step-daughter of Jeff Price, Utility Service Specialist, graduated from Indiana University Bloomington, majoring in human biology. She plans to pursue her master’s degree and has her eyes set on working for Eli Lilly. Jeff’s niece, Ashley Orr, graduated from Purdue University and Marian University with a doctorate in osteopathic medicine, and she will begin a three-year residency with Riley Hospital for Children this summer.
Allison Kay Medrano, daughter-in-law of Backlin Medrano, Plant Operator, passed the Indiana Bar Exam and will begin practicing law in Indiana.
Jasmine Brown, granddaughter of Judy Jordan, Customer Support Specialist III, graduated from Anderson University with a Bachelor of Science degree in nursing. She plans to work in the hospital setting as an ER nurse.
Coryn Waggoner, daughter of Alan Waggoner, Manager Compression & Purification, graduated from Shakamak High School. Coryn will attend Ivy Tech Community College for general studies.
Emilia Valle, daughter of Alex Valle, Senior Legal Counsel, graduated from Xavier University School of Nursing with a Bachelor of Science degree in nursing. Emilia is a registered nurse at a hospital telemetry unit in Cincinnati, Ohio. Alex’s son Lucas graduated from Cardinal Ritter High School and plans to attend Purdue University’s College of Engineering.
Carter Lang, son of Kristin Lang, Procurement Manager, graduated from Brownsburg High School. Carter plans to pursue a trade career and join the UA Local 440 Plumbers, Pipefitters & HVACR Service Technicians.
Zoey Prock, daughter of Amy Gallagher, Senior Distribution Dispatch, graduated from University of Evansville with a doctorate in physical therapy. She is currently working through Community Hospital.
Alyssa Gray, daughter of Mark Gray, Manager Lab Services, graduated from Avon High School and plans to attend Indiana State University to pursue a degree in computer programming.
Kenya Perkins, Compliance Analyst, completed her Master of Science in organizational leadership at Indiana Tech University. At Citizens, Kenya oversees the Trust’s security awareness program, which provides security awareness training and test-phishing emails.
Eva Kilpatrick, daughter of Korlon Kilpatrick, Director Regulatory Affairs, graduated from Carmel High School and plans to attend Purdue University where she will study chemical engineering.
Kaitlyn Price, daughter of Tom Price, Sr. Manager Accounting, graduated from Purdue University with a Bachelor of Arts and a Bachelor of Science, both with distinction. She plans to join a regional accounting firm in Oregon and pursue her CPA certification.
Madelyn Johnson, daughter of Philip Searcy, Engineer IV, graduated from Purdue University with a degree in art education. Madelyn recently accepted a position as a K-8th grade art teacher near Nashville, Tennessee.
Bruce Thomas, son of Matthew Thomas, Director Plant Engineering, graduated from Eastern Illinois University with a Bachelor of Science degree in digital media.
Elisabeth Zbojniewicz, daughter of Philip Zbojniewicz, Director Accounting Services, graduated from IUPUI with a Bachelor of Science degree in cytotechnology. She will be joining the team at Kettering Health, in Kettering, Ohio, as a cytotechnologist in August.
Maddie Meehan, daughter of John Meehan, Manager User Experience, graduated from Fishers High School with academic honors. She will attend Purdue University this fall as a fourth-generation Boilermaker in pursuit of a bachelor’s degree in health communications, with her sights set on an eventual graduate degree in physical therapy.
Elijah Brinkley, nephew of Edwin Morris, Operations and Maintenance Supervisor, graduated from Charles A. Tindley Accelerated High School with multiple awards. As a recipient of the USDA 1890 Land Grant scholarship, Elijah will attend West Virginia State University to pursue a degree in agriculture engineering. Elijah plans to combine his passion for agriculture, farming, and technology to address food insecurities.
Simon Chen, son of Daphne Chiu, Manager Resource Recovery, graduated from the International School of Indiana. Simon plans to attend the University of Cincinnati.
Trinity L. Cunningham, daughter of Tony Cunningham, Manager Organizational Development and Training, graduated from Indiana State University with a Bachelor of Arts degree in graphic design. Trinity is focusing her new skills and degree toward a leadership position in the multimedia, TV, or film production industries.
Sophia Johnson, daughter of Paul Johnson, Engineer IV, graduated from North Central High School and plans to attend Indiana University.
James Noble III, son of James Noble Jr., Machine Operator, graduated from Kentucky Wesleyan College with a bachelor’s degree in communications, with an emphasis in sports broadcasting. James is pursuing a second degree in sports management.
Jada Simpson, daughter of John Cartwright, Transmission Control Specialist, graduated from Indiana University with a bachelor’s degree, majoring in elementary education. She plans to start the new school year as a full-time teacher for Wayne Township Metropolitan School District.
Cheyenne Guynn, niece of Angela Guynn, Payroll Specialist, graduated from Howard University with a doctorate in physical therapy. Dr. Guynn plans to open a private practice. Gabrielle Guynn, also niece of Angela Guynn, graduated from North Central High School with a medical assistance certificate and plans to pursue a nursing degree.
Teyah Lamb, daughter of John Lamb, Manager Rates & Business Applications, graduated from West Lafayette Junior/Senior High School. She plans to attend Indiana University’s Kelley School of Business to study accounting.
Q&A: Meet Shared Field Services’ Training Department
A vital element of Citizens Energy Group’s commitment to quality is continuous improvement. Accordingly, our employees have access to robust opportunities for training and skills advancement, including on-the-job training for those joining the organization. Shared Field Services’ training department has helped train more than 100 Utility Helpers and many Dispatchers over the past four years. The team is led by Josh Puckett, Customer Field Services Supervisor; Jessika Ponsler, Field Service and Training Development Supervisor; Samantha Anglin, Dispatch Operations Trainer; and Technical Trainers Adolfo Barba, Josh Fanning, Cody Gibbs, and Cory Berg
1. What do you think is important for employees to know about the training department?
Josh Puckett shared, “I think it’s important to know just how much the training department has evolved over the years in terms of staffing and the programs we are able to offer. The programs and classes we provide are now reaching employees across the Trust, and they have a direct impact on employees in Shared Field Services, Meter Services, Water, Energy, and Thermal Operations. I am proud of what this team can provide, and I look forward to our future accomplishments.” Jessika added, “When I see our Technical Field Trainers instructing other field employees, I do not see any of them skipping a step or jumping around in their explanation of a process. They are very in tune with one another, and it’s great to see the quality of training they’re producing.”
2. What does a typical day look like for you?
Jessika: “I am in the process of training three new Dispatchers while at the same time circling back and doing retention training with other members of the Dispatch team. ” Jessika is also responsible for training field employees on timecard entry and the new KloudGin system.
Josh Puckett: “A typical day for me involves tracking and planning the classes and programs delivered by the technical trainers. We currently have 25 Utility Helpers and six Utility Service Specialists at various points in their programs, and we are also holding gas maintenance light-up classes, meter reading classes, and Machine Operator classes. Each of the trainers has their own distinct background, level of expertise, and tenure in the department, making it critical to ensure knowledge is being transferred amongst the team.”
3. What should fellow employees know about the work that Technical Trainers do for the organization?
Josh Fanning: “Before I moved into this job, I was not aware of all the daily responsibilities of the training department. From the Utility Helper program, equipment calibration, keepers of the spare USS vans, replacing and repairing battery-powered hand tools— there is always a lot going on! Everyone in the department has their own area of expertise and we all complement each other well.”
Cody: “The training lab works from the ground up. Most utility workers start with us getting the training they need to perform their daily duties.”
Adolfo: “The training department is the backbone of the company, and it is operated at a high level because we have a great leader, supervisor Josh Puckett. We make Citizens Energy Group thrive.”
Cory: “The training department is involved in the training and support of almost all new employees on the field service side of the company.”
4. People are more than just their jobs; what do our trainers like to do outside of work?
Cory enjoys visiting breweries and jamming out to music in his garage. Adolfo spends time with his family boating, hiking, and coaching his kids. Josh Fanning enjoys golfing with his daughters and vacationing at the beach. Cody likes spending time with his family swimming and camping, coaching his kids, and hunting and fishing. Josh Puckett travels with his family and likes working on cars, bowling, and golfing. And every January, you’ll find Jessika on The Rock Boat, a five-day Norwegian Cruise Line cruise dedicated to music!
We were unable to interview Samantha Anglin for this article.
Benefits Corner
Welcome to Benefits Corner! This new Engauge column will provide you with helpful resources to navigate your health and wellness benefits. In this issue, we’re highlighting the different tools and resources available to you
First, take some time to check out the new benefit resources menu on the Citizens Energy Group iTrust home page. Here you will have access to the following:
• Benefits guide
• Bswift benefits portal*
• Citizens Connect
• Insurance vendor links
• Medikeeper (Well Points site)*
• Pension calculator
*Single sign-on (SSO) if accessed from a Citizens device.
Next, explore the Bswift benefits portal by logging in any time to view current benefit elections. You can also update your HSA elections, emergency contact, and beneficiaries for pension benefits and life insurance. Benefit resources are also available in the content library, where you can find benefit plan details, the employee handbook, and more. This portal is available externally by visiting ceg.bswift.com.
Finally, visit Citizens Connect for a fun and easy way for employees and spouses to learn about benefits and wellness programs throughout the year. You will receive new information every other week in a quick and easy-to-read tile format.
How it works: Watch for an email from Citizens Connect every other week. Click the tile to begin. Employees and spouses can also register their personal emails and/or mobile phone numbers for text messages by scanning the QR code.
Employees who interact with the tiles will have the opportunity to win prizes every quarter.
We look forward to bringing you “engauging” content to help you on your health and wellness journey!
Please reach out to the HR team if you have any questions.
Summer Celebration at Victory Field
Citizens Energy Group’s annual Summer Celebration was held on Friday, May 31 at Victory Field. More than 800 employees, friends, and family members attended. Christy Loredo, Customer Support Specialist II for Customer Relationships, won the drawing to throw out the first pitch at the game. While the Indians ended the night (and the series) with a loss to the Omaha Storm Chasers, it didn’t dampen the spirts of those in attendance. Jeff Willman, Vice President Water Operations, shared, “Our evening at Victory Field was fun, relaxing and a great opportunity to socialize with coworkers and their families.”
Keith Legge, Customer Field Services Supervisor, recalled how the event fosters connections amongst employees: “My family enjoys this event every year and they look forward to it,” Legge said. “It means a lot for Citizens to put on events like this; it gives you a chance to meet other employees you don’t see on a day-today basis and to be able to put a face with a voice or email. It’s always nice to meet other coworkers’ families and to be able to enjoy everyone at all levels in a different light other than a work atmosphere.”
Quality Corner
CLASS STIP Metric Update
At the end of June, the Trust-wide project point total was 68. Our STIP levels for fiscal year 2024 are 80 project points for Threshold, 90 project points for Target, and 100 project points for Outstanding. Do you have an idea for an improvement project? Utilize the Project Pipeline on the Quality iTrust page or reach out to any member of the Quality team.
CLASS Project Benefits
Citizens is realizing significant benefits from CLASS projects in FY24 with 2,187 hours reduced and $2,001,031 in financial benefits. Financial benefits are realized in three ways:
• Redirected savings are measured savings that are not taken directly from the operating budget. These dollars are re-directed to cover other costs.
• Direct savings are measured savings that are removed from the operating budget.
• Increased revenues are measured increases in revenue (typically via billing). Hours that are reduced are tracked separately and not translated into financial savings (unless they are contractor or overtime hours that impact budgeted costs). Benefits are reported in the year the project is finished. For more information, see the Benefits Dashboard on Quality’s iTrust site.
• Catherine’s project developed a better method for assigning and tracking employees’ HazMat Emergency Response Training that ensures employees receive and complete the appropriate level of required training for compliance.
• Benefits: The new automatic training assignment and tracking features in CSA have significantly reduced time spent on these tasks. The new setup requires little time to identify training assignment needs or track employee progress. In prior years, approximately 160 hours were spent annually for this process. Another 16 hours each month were spent tracking training progress during the six-month-long training year.
• “WET Unbilled Calculations
• Project Leader: James No (Accounting)
• Team Member: Sarah Kidwell
• James’s project created a process to reduce the amount of time spent on calculations and data entry in estimating the revenue for all the unbilled activity for “WET” business units (Water, Wastewater, Westfield Water, and Westfield Wastewater). The solution replaced daily revenue reports with a monthly revenue report, reducing the need to calculate daily totals.
• Benefits: The new method reduced total hours spent on this task from 66 hours to 23 hours per month, for a savings of 43 hours per month and 516 hours per year.
Wholesale Gas Trade Data Management
• Project Leader: Jonathan Miller (Gas Supply)
• Team Members: Michael Bartone, Christina Clark
• Jonathan’s project addressed the inefficiencies between Gas Supply and Accounting in maintaining uniform trading records. On average, managers spend more than 40 hours per month reconciling trading activity. Additionally, departments can spend up to 34 days to confirm an individual trade.
• Citizens implemented the StoneX instruct process in June 2023 to reduce time needed for trade activity and an internal solution called the Trade Management System in early 2024 to further reduce the time needed. Gas Supply and Accounting now utilize a common database for reporting.
• Benefits: The implementation of the StoneX instruct process in June 2023 reduced coordination hours between the departments from 40 hours per month to less than eight hours per month. An additional benefit of the system is improved audit and risk controls to match industry best practices discovered in an audit. audit.
James No
Jonathon Miller
Recently Completed Just Do It (JDI) Projects
Just Do It projects are a great way to continuously improve something where the solution is already known. This doesn’t mean it necessarily has to be a quick or simple project; it just doesn’t go through the DMAIC process. Just Do It projects can still make a big impact in efficiency and savings. All completed projects can be found on iTrust.
• Enhance MarketPay Data Collection – Brian Rupley (Information Technology)
• Month End Inventory Close – Justin Goffinet (Supply Chain)
• Annual Salary Adjustment Administration – Cheryl Smith (Human Resources)
• Web Admin Tool (WAT) Gas Permit Application Tool – Luskita Wilson (Market Development)
• Purchase Order Financial and Safety Expiration Dates – Bill Lovett (Supply Chain)
• Fire Inspection Status Dashboard – Jay Hunsicker (Water Distribution)
• SoftPhone Work From Home Process – Terri Williams (Billing & Customer Service)
• Supplier Set-up Process – Debbie Frye/Carol Traylor (Supply Chain)
On the Passing of James T. Morris
New Employees
Serving at the helm of Indianapolis’ water utility between 1989 – 2002, James T. Morris served in various roles as President, Chief Operating Officer, Chairman of the Board, and Chief Executive Officer of the Indianapolis Water Company (the predecessor to Citizens Energy Group’s acquisition). Mr. Morris gave more than a decade of his community advancement expertise to developing the critical water utility operations and infrastructure, his tenure bookended between monumental roles as president of the Lilly Endowment and executive director of the World Food Programme. Mr. Morris oversaw many advancements for the Indianapolis Water Company, including the completion of the city’s White River North Station as well as the rededication of the Eagle Creek Treatment and Pumping Station, renamed the T.W. Moses Filtration Plant.
Nathaniel LaPlante
Richard Parmer
Parker Reece
Claire Crone
Peyton Donaldson
Damari Gatewood
Nancy Hartwell
Grace Hildebrand
Chadwick Horty
2020 North Meridian Street Indianapolis, Indiana 46202
In Memoriam
We are saddened to report the recent passing of three retirees.
Robert E. Miller Jr. on June 14, 2024. Robert retired on February 29, 2012, after 30 years of service.
James M. Pruitt on June 19, 2024. James retired on April 1, 1999, after 34 years of service.
Samuel Stewart on July 5, 2024. Samuel retired on February 1, 1993, after 36 years of service.
