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 & Public Affairs Department, under the direction of Shannon Stahley, Director of Corporate & Public Affairs. It is distributed to the company’s employees and retirees, and to other interested parties upon request. The Corporate & Public Affairs Department welcomes any ideas, comments, or suggestions from readers on how this publication might better serve you. Please email alowe@ citizensenergygroup.com or call 317.927.4336.
Editor: Adam Lowe
Contributors:
Ben Easley
Alex Haberfield
Susan Harris
Melissa Hehmann
Staci Turner
Terri Zaichek
Graphic Arts:
Wayne Stohs
Joel Bustamante
Mark Umphress Receives Healthy Citizen Award
Congratulations to Mark Umphress, Manager IT Infrastructure, a truly deserving recipient of the Healthy Citizen Award. Mark transformed a personal health challenge into a meaningful commitment to lasting change. Following a health scare, he embraced a healthier lifestyle by improving his diet and committing to a consistent, progressive strength and exercise routine. His dedication has led not only to weight loss, but also to strength gained through muscle and improved overall wellness. Mark’s journey is a powerful reminder that prioritizing health is a lifelong commitment—and that positive change is always within reach.
A Healthy Citizen is an individual nominated by a coworker who believes they have made a significant wellness achievement and should be recognized for their accomplishments. Winners are recognized in Engauge and receive a monetary award.
Examples of a significant wellness achievement:
• Accomplishes significant health improvement
• Actively participates in onsite events and programs
• Supports and encourages healthy behaviors
• Models a healthy lifestyle
• Participates in community events related to health and wellnessParticipates in community events related to health and wellness
More than 300 Citizens employees worked tirelessly on January 15 and 16 at Indianapolis World Sports Park to update the facility, honoring the legacy of Dr. Martin Luther King, Jr. The event marked Citizens 18th annual service project celebrating Dr. King’s legacy.
Fishing Tournament
Proceeds Presented to Riley Hospital
In November, participants from Citizens Energy Group’s semi-annual fishing tournaments presented Riley Hospital for Children a check for more than $600. Each year, employees host two bass fishing tournaments – one in the spring and one in the fall – and half of the overall proceeds are donated to Riley.
The fishing tournament is a tradition dating to 1985 and the days of the Indianapolis Water Company. When Citizens purchased the utility, Water Production Millwright Larry Cox, Kevin Crossley (retired), and Bob Streib (retired) had a conversation with company leadership about maintaining the tournaments. To date, nearly $40,000 has been raised from the fishing tournaments.
This year’s winners of the Fall Bass Fishing Tournament at Lake Lemon in Unionville were:
• First place - Kyle Bodell and Brock Bodell (4 fish for a total of 5.605 pounds)
• Second place - Gary Short and Tom Short (1 fish for a total of 4.945 pounds)
• Third place - Doug Buffington II and Brad Lady (2 fish for a total of 4.765 pounds)
MORE IMPORTANT DATES
Be sure to check out your Citizens employee calendar for more dates, celebrations, and observations.
is National Women’s History Month
Appreciation Week March 2-5
Forum March 23
is Arab American Heritage Month and Celebrate Diversity Month
Holiday – Good Friday April 3
Challenge
30 Webinar (Required for In-Person)
Pictured (L-R) Larry Cox, Doug Buffington II, Brad Moritz (Riley), Brad Hostetler, Justin Redman
First placeKyle Bodell and Brock Bodell
Second placeGary Short and Tom Short
Third placeBrad Lady and Doug Buffington II
at Indianapolis World Sports Park
Citizens Energy Group, supported by 30 partners and powered by more than 300 employees, renovated, cleaned, and organized Indy Parks’ Indianapolis World Sports Park on January 15 and 16 as part of Citizens 18th annual Sharing the Dream project. Sharing the Dream is a multi-day community service project that gives Citizens employees a chance to serve Central Indiana and honor the life of Dr. Martin Luther King, Jr.
While the event takes place in January, planning begins as early as June the year before, when Crit Crabtree, Manager Engineering, and his team begin the planning process, selecting a parks facility, later going through the design process, all culminating in days of on-site prep work to get the chosen facility read for volunteers. Crit shares, “Over the years Sharing the Dream has become one of my greatest enjoyments in giving back to the community. I grew up in Indy Parks and they influenced me to become the person I am today. As it has became so large of an event it would not be successful without my team. My team appreciates it as much as I do, and they have embraced the stuff that has to be done leading up to our employee days. They also enjoy seeing it from beginning to end. It is very satisfying.” A special thanks to Citizens employees for their hard work making Sharing the Dream possible: Eric Buntain, Austen Burris, Jason Dillon, Shannon Frederick, Alanna Gessert, Rachel Holsinger, Scott Lykins, Jennifer Mentink, Lavashia Primus, and Matthew Sandlin
Jeffrey Harrison, Citizens President & CEO, shared, “Sharing the Dream has grown into one of the signature moments on Citizens Energy Group’s annual calendar. Each January, in the days leading up to Dr. Martin Luther King Jr. Day, it brings together our employees for our largest volunteer effort of the year, for the benefit of a deserving Indy Parks location. Honoring Dr. King by investing time and energy into public spaces feels especially fitting, as these parks play a vital role in supporting the health and vibrancy of the communities we serve.”
Employee volunteers collectively donated hundreds of hours of their time during the twoday event, and Citizens and partners contributed $450,000, either monetarily or in-kind, to upgrade the facility’s buildings and equipment. Employees alone contributed approximately 3,255 in work hours, a value of more than $113,000 in direct community impact.
Citizens has a workplace culture rooted in service, and in an era of remote and hybrid work, Sharing the Dream brings employees together. “This event is one of my favorites because I get to see so many of our teammates all in the same place. I often hear colleagues say the same thing—they look forward to Sharing the Dream because it’s a chance to reconnect with one another while also giving back to the community. There’s truly something energizing about all of us pitching in side by side,” shared Harrison.
Over the course of two days, Indy World Sports Park underwent a thorough cleaning and painting; sewer lines from the event center building were scoped, cleaned, and repaired; and HVAC equipment, doors and locks, water faucets and flush valves were all serviced. New LED lighting fixtures were installed, flooring was replaced, and new murals were painted. The facility was updated with an upgraded kitchen prep area, new AV equipment, new blinds, and a restoration of the existing fireplace. Outside the building, down spouts, and drainage were repaired. New ceilings, fans, kitchen appliances, outlets, and switches were installed inside.
INDIANAPOLIS WORLD SPORTS PARK’S CRICKET ORIGIN
Nestled in Indianapolis’ southeast side, the former Post Road Community Park was redeveloped in 2013 with the intent to host the U.S. Cricket Men’s National Championship. While the championship event did not come to fruition, the facility went on to host a variety of cricket events and a local Gaelic games tournament. The park hosts fields for cricket, lacrosse, and rugby and features a central meeting and event space with a ballroom, dining room, fireplace room, and community room.
ABOUT SHARING THE DREAM
Sharing the Dream is an annual service project to honor the late Dr. Martin Luther King, Jr. Citizens has convened partners to bring about a nearly $4.75 million impact during Sharing the Dream projects over the past 17 years for improvements to various Indy Parks facilities, including Watkins Park Family Center; Frederick Douglass Park Family Center, golf course clubhouse, and pool house; Brookside Park Family Center; Martin Luther King, Jr. Park pool and bathhouse; Pride Park Community Center; Municipal Gardens; Eagle Creek Hide-A-Way; Perry Park’s Ice Arena; Thatcher Park; Krannert Park; Garfield Park; Riverside Park; Ellenberger Park; Stanley Strader Park; and – in 2025 – a return to Municipal Gardens.
A SPECIAL THANKS TO THIS YEAR’S PARTNERS
Citizens Energy Group thanks its many partners for their efforts to make Sharing the Dream a successful event this year, especially The Parks Alliance of Indianapolis, Mitsch Design, Peine Engineering, Powers & Sons Construction Company, and SSI Services, LLC. Other partners include A All Star Garage Doors, AAA Roofing, AG Maas, Bowen, Acoustics Plus, GreatWater 360 Auto Care, POX premier Office Experts, R & M Electric, Refined Restoration, Commercial Trade Source, Denny Companies, Energy Plus Credit Union, Continental Serves, Grainger, Greene’s Auto & Truck Services (Fleet Service Solutions), Indy Excavating & Utilities, IRE, Mainscape, Martin Restoration, McGath Concrete, Mohawk Group, Solace Risk Management, Nishida Services, Protection Plus, CVR, Superior Carpet, Connor Fine Painting, Wagner Signs, and Miller Pipeline.
Meet Crit Crabtree Manager Engineering
Crit Crabtree joined Citizens Energy Group in 2019, as Manager of Facility Operations. Prior to joining Citizens, he was a field operations manager for a general contractor, where Citizens was his main client since 2007. “After working as a contractor, I was attracted to the history and culture. A company that has been around for over a century and still had the same mission was very intriguing to me.” Crit was promoted to Manager Engineering in November 2022.
1. Tell us about your team/department, and what you are responsible for at Citizens.
In Fleet, Facilities, and Security, we are responsible for all the company’s fleet—capital purchases, retirements, maintenance, and fuel. We handle all facility property maintenance, such as lawn care and snow removal, and building envelope structures, which include doors, windows, roofs, plumbing, HVAC, lights, garage doors, and office furniture. We handle all physical security, like perimeter fencing, card access, closed circuit TV, and all other security issues, as well as facility engineering, which includes special projects and new structures.
2. What do you enjoy about your job?
The people. I enjoy the diverse group of folks I get to work with and around. Every day brings new problems to solve, and it allows my group to be very creative in solving them. No two days are ever the same, which makes every day exciting. There are no typical days, which is also something I enjoy.
3. What are some of the challenges you face in your job?
Time. We are a company that operates 24/7/365, and things can happen any time, any day, and anywhere in the city. We maintain a balance of ensuring things are addressed in a timely, fiscally responsible manner to not interrupt our internal customers from performing their duties, and ensuring my team doesn’t get burned out while doing it.
4. What do you appreciate about working at Citizens?
I appreciate the collaboration and teamwork. My group gets to work with every business unit; while this brings a lot of challenges, it also brings out our true collaborative culture. We get to work with each group but maintain our common goals and practices throughout the process. Each group operates differently, but engaging them with an open, collaborative conversation helps build trust and aligns them to our common goals and processes.
5. How do you spend your time outside of work?
I enjoy hanging with all my kids, grandkids, and my dog, Blu. When I am not doing that, I enjoy playing darts. I have been playing in dart leagues around the city over the past 10+ years.
6. What is your favorite place to travel?
I enjoy Murrells Inlet, South Carolina. We go every June and have been going for the past 20+ years.
EMPOWER MEET
The EMPOWER team is Empowering and Motivating Professionals with Opportunities for Workplace Excellence and Relationships. It's a peer-led opportunity for peer engagement, to strengthen and find connections and opportunities to grow in Networking, Professional Development, and Service together. The EMPOWER team is a sub-team of Citizens Energy Group’s Diversity & Inclusion team. It is open to anyone looking to grow at Citizens.
The EMPOWER Team’s mission is to promote development, engagement, and retention across Citizens by providing opportunities for employees to network with peers and foster a culture of inclusion, collaboration, and growth. With approximately 16 percent of employees eligible to retire in 2027 and an increased emphasis on strategic workforce planning, this group creates an opportunity for employees that desire to grow in their career at Citizens. Maintaining a focus on One Company, One Culture, the team creates a space to cultivate teamwork, voice unheard needs, enhance organizational understanding, and promote opportunities for continual improvement. Engagement within the team will promote employee retention, collaboration, and ultimately, enhanced customer satisfaction across the Trust.
2025 RECAP
It was a great year in which the team hosted the following events:
• March – Professional development: Storytelling in Business discussion with David Peck, Economic Development Manager
• June – Networking: 2025 Indiana Sports Corp. Corporate Challenge
• July – Community service: Habitat for Humanity Build Day
• September – Professional development: Eagle Creek Dam
• October – Networking: EMPOWER Ghoulf Halloween social at Back 9
We want to thank Engineer II Payton Staman on his outstanding two-year tenure as Lead of EMPOWER, helping the organization and grow the group throughout that time. We would also like to welcome Supervisor AMR and Meter Shop Justin Burnett as the Lead.
2026 EMPOWER TEAM
• Justin Burnett, Meter Services - Lead
• Madison Russo, Energy Distribution Engineering - Planning team member
• Courtney Trickle, Accounting - Planning team member
• Alex Haberfield, Corporate and Public Affairs - Planning team member
• Erica Duncan, Environmental Stewardship - Planning team member (Welcome to the team!)
• Abayomi Oyewole, Information Technology - Planning team member (Welcome to the team!)
Citizens-Lebanon Water Supply Program
Strengthening Our Water System for All
The Citizens-Lebanon Water Supply Program (CLWSP) has received increased public attention over the past several months, including a peaceful protest on January 12 and a recent opinion piece by City-County Councilors in the Indianapolis Star. These instances and many others reflect the community’s commitment to the long-term health of our water resources and environment—a commitment Citizens Energy Group shares.
At the same time, a great deal of misinformation has circulated despite our best efforts to share the facts via our website, stakeholder meetings, one-on-one conversations, and a variety of other efforts. In response, our internal teams have ramped up efforts to correct the record and communicate about the benefits of the CLWSP for all of Central Indiana.
Since acquiring the city’s water and wastewater utilities in 2011, Citizens has focused on strategically managing the region’s water supply and planning for growth and development. The implementation of our 50-year water supply planning process known as the Integrated Water Resource Plan has played a critical role in ensuring we are well-positioned to steward Central Indiana’s water resources responsibly well into the future.
With the CLWSP, we’re embarking on a six-year program that will enable the delivery of up to 25 million gallons per day (MGD) to Lebanon Utilities by 2031 as our ninth wholesale customer. Work to upgrade our White River North Water Treatment Plant began in late 2025, and installation of the first phase of water main extensions is set to begin early this year. A planned expansion of the T.W. Moses Water Treatment Plant at Eagle Creek Reservoir will enter the design phase later in 2026.
Public attention on the CLWSP has focused on Eagle Creek Reservoir, a treasured community asset and a vital water source. However, as we have shared in our communications about the program, Eagle Creek Reservoir will not be the sole water source for this project, nor will there be new wells, new intakes, or aboveground storage constructed near the reservoir. Our regional system draws from 10 water treatment plants, and water for Lebanon will come from this diversified supply.
Equally important, the CLWSP will not change minimum releases or reservoir drawdown limits, meaning residents and parkgoers will not notice changes to reservoir levels beyond the standard seasonal rises and falls. Continuous monitoring, water-resource modeling, and publicly available data demonstrate our ability to serve Lebanon Utilities while safeguarding natural resources.
Beyond the technical details, the CLWSP strengthens the entire region. New water mains will include 450 new fire hydrants, about 60 in Marion County alone, improving fire protection in several northwest-side communities. And by expanding the resilience of our shared water system, the CLWSP supports sustainable growth for Central Indiana as a whole. In addition, current Citizens customers will not bear any costs for this program, which is financed through Indiana’s Drinking Water State Revolving Fund.
As the CLWSP progresses, we remain committed to engaging with neighbors, environmental advocates, and local officials, and ensuring the public feels informed. Should you receive questions from friends or family, the CLWSP webpage remains the best source for up-to-date information, and inquiries can always be directed to CLWSP@citizensenergygroup.com.
Together, we can be proud of the strategic, transparent work underway to ensure Central Indiana’s water future remains strong—for all of us.
CITIZENS - LEBANON WATER SUPPLY PROGRAM
Courtesy of WTHR
Ways to Earn and Save
1. Earn HSA Dollars Through Well Points
• Lower your out-of-pocket costs by earning a Citizens HSA contribution. When you participate in the Well Points Program and reach the required points, you can earn:
• $1,000 for individuals enrolled in health coverage
• $2,000 for spouse/child(ren)/families enrolled in health coverage
◦ Spouses enrolled in our health plan who complete the program can earn an extra $250
2. Take Advantage of Your HSA Benefit
• Health savings account (HSA) contributions and earnings are tax-free when used for qualified expenses. Find out how you can use your HSA dollars by reviewing eligible expenses in your Lively account.
• You can adjust your HSA contribution anytime during the year by logging in to your bswift account. Simply use the single sign-on link on the iTrust homepage under the Benefit Resources menu.
3. Be a Smart Healthcare Shopper
• Use Anthem’s Sydney Health app to compare costs, find care, and use telehealth.
• Schedule preventative care screenings (covered 100% by insurance).
• When possible, choose primary care over specialists or ER visits.
• Walgreens and CVS automatically check for national discount card pricing. If a discount price is lower than the insurance cost, you’ll automatically receive the lower price and the amount you pay will automatically count toward your deductible and out-of-pocket maximums.
• Join Northwind’s Diabetes Clinical Blueprint Program. Citizens covers diabetes medication and supplies at 100%.
Using Your Dental or Vision Benefits
If you enrolled in Delta Dental or VSP (via Delta Vision), you won’t automatically receive a physical ID card.
• For vision, let your provider know you’re covered by VSP and provide your SSN.
• For dental, let your provider know you have Delta Dental and provide your SSN. Visit memberportal.com to view your benefits or request an ID card.
Discover Your Benefits Journey
Find helpful resources for every stage of your career on the Human Resources iTrust site.
Here’s how:
1. Visit the Human Resources page on iTrust by selecting “Human Resources” under the “Corporate Support Services” menu at the top of the page. Once there, choose the Benefits tile.
2. Select Your Benefits Journey: From New Hire to Retirement
3. Choose a tile to discover benefits and family resources.
Employees and spouses can stay up to date on benefit changes, deadlines, and more with Citizens Connect. Scan the QR code to create your own account. Go to Settings and add your phone number or email address to get started.
CITIZENS FOR GOOD VOLUNTEER SPOTLIGHT
Our volunteer spotlight is a chance to meet a Citizens Energy Group employee who is making a big impact in the community outside of their job. Citizens employees are encouraged to volunteer at Citizens-sponsored events, or at community organizations of their choice.
MEET Shannon Frederick
Corporate Events and Philanthropy Coordinator
Shannon Frederick joined Citizens in March 2023. She previously served as Executive Director of Multiplying Good, the organization behind the prestigious Jefferson Awards, which Citizens supported for nearly 20 years. At Citizens, Shannon organizes corporate, Warm Heart Warm Home Foundation™, and volunteer events, and co-leads the Sponsorship & Philanthropy Team.
Why is it important to you to volunteer?
Volunteering is important because it’s how we turn “someone should help” into “I can help.” It’s a chance to use your time like a superpower—lifting others up, fixing small pieces of the world, and discovering strengths you didn’t know you had. When you volunteer, you don’t just change a situation; you change yourself, learning empathy and the simple truth that communities grow stronger when people choose to care.
What sparked your interest in volunteering for CICOA?
I’ve been volunteering with CICOA since December 2025. I have volunteered with many organizations over the years, but animals have always held a special place in my heart. I also have a soft spot for senior citizens, a group I feel is often overlooked and too frequently experiences loneliness. While animal organizations aren’t part of our philanthropic focus, I discovered that CICOA (a Citizens-supported organization) offers a program called Pet Connect, which provides pet food to homebound seniors. That was all I needed to know. It combined my love for seniors and animals without the risk of bringing another pet home (I already have two cattle dogs: Billie and Mae). Many seniors rely on their pets for companionship, and with limited, fixed incomes, even pet food can be a challenge. I may be new to volunteering with CICOA, but it’s already clear they are doing truly meaningful work for both seniors and their beloved furry companions.
Tell us about volunteerism at Citizens, and what sets us apart when it comes to encouraging volunteerism with Citizens events or out solo in the community.
Many companies encourage volunteerism because it’s expected or because it helps attract new talent. At Citizens, it’s different. Giving back isn’t a program or a trend—it’s part of who we are. From the very beginning of the Trust, supporting our community has been foundational to Citizens. Volunteerism is woven into the fabric of our culture, whether we’re coming together for Citizens-sponsored events or supporting causes in our own in the communities. It’s real, it’s intentional, and it’s not done for show. We volunteer because it reflects our values and because it’s simply the right thing to do.
About CICOA Aging & In-Home Solutions
CICOA Aging & I n-Home Solutions 8440 Woodfield Crossing Blvd. Suite 175 Indianapolis, IN 46240 https://cicoa.org
CICOA Aging & In-Home Solutions is a trusted Central Indiana nonprofit that empowers older adults, people with disabilities and family caregivers to live independently. For more than 50 years, CICOA has provided essential services like community resource navigation, care management, meals, transportation, caregiver support and home accessibility modifications, helping individuals thrive in their homes and communities.
Seniors are the fastest growing population and will soon outnumber school-aged children. As people age in their homes and communities, CICOA understands the unique needs of this population and the services that help them continue to live with independence, dignity and quality of life. Volunteers, donors, and community partners are critical to that mission.
CICOA has volunteer opportunities with several programs—delivering pet food and supplies with Pet Connect, helping seniors manage healthy nutrition with Produce for Better Health, and volunteering to assist with various events. Each fall, they host a day of service called Safe at Home, doing yard clean-up and small home safety projects for seniors.
VOICES of the CUSTOMER EXPERIENCE
Owning the Customer Experience is a cornerstone of Citizens success, and it is vital to fulfilling our promise as a Public Charitable Trust. We are thrilled to offer this column, Voices of the Customer Experience, dedicated to shining a spotlight on employees who strive to ensure our customers – both external and internal – receive the best experience possible. Their commitment, hard work, and passion for excellence not only drive our business forward but also create a positive and lasting impact on everyone with whom they interact. Join us in celebrating these outstanding individuals who truly embody the spirit of Citizens! Want to celebrate an employee who has delivered an exceptional customer experience? Leave an impression on Citizens Success Academy, or email Adam Lowe at alowe@citizensenergygroup.com.
David Naku UTILITY SERVICE SPECIALIST ( USS )
In July, USS David Naku completed an order at the home of an elderly customer whose gas service had been disconnected since February due to a leak she could not afford to repair. She had not been able to use her stove and water heater for several months. Recognizing the urgency, David promptly notified Dispatch Supervisor Lynn LaFara, who leveraged her business expertise to escalate the issue. Lynn collaborated with Energy Efficiency Program Coordinator Brett McClellan to secure a plumbing company to assist the customer. Following confirmation that all leaks were resolved, Citizens restored gas service the next day.
Janice Crawley SENIOR DISTRIBUTION DISPATCHER
In October, Senior Distribution Dispatcher Janice Crawley demonstrated exceptional leadership and commitment to customer service. At the end of her shift, Janice noticed a surge in calls and workload. Rather than clocking out, she took ownership of the customer experience and exemplified Citizens leadership values by staying late to assist. Janice not only managed incoming calls but also guided newer dispatchers through a challenging and fast-paced evening, ensuring both customer needs and safety were prioritized.
Matthias Chupp METER SEVERANCE TECHNICIAN
In December, Meter Severance Technician Matthias Chupp was onsite at a residence due for immediate disconnect. After speaking with the customer, Matthias instead provided a 24-hour disconnect notice. The customer was able to make the payment that same day to keep their services on, and when speaking with Customer Service, the customer passed along positive feedback praising Matthias for being friendly and courteous.
Angel Brauss METER READING SPECIALIST
“I just wanted to take a moment to sincerely thank Angel for the help she gave me with my water meter issue. I know we all have full plates, and I truly appreciate her taking the time to walk me through the process and make sure everything was scheduled smoothly. I recognize that I’m fortunate to work for Citizens and I never want to take for granted my access to reach out to colleagues directly for personal requests. Angel's willingness to go above and beyond – not just for a colleague, but as she would for any customer – really stood out. She exemplifies the kind of service we strive to provide, and I just wanted to acknowledge how much I appreciated it.” – CSA Impression for Close the Loop from Shannon Frederick, Corporate Events and Philanthropy Coordinator
Quality Corner
CLASS Belt Certifications
YELLOW BELT
Improve Strategic Workforce Planning
• Project Leader: Tamiko Kendrick (Human Resources) ∞ Executive Sponsor: Jodi Whitney ∞ Team Members: Cheryl Smith
• Tamiko’s project involved creating an application that updates employee data from Oracle EBS in real time, allowing leaders to update placements in one location and access reports easily. This new solution significantly reduced administrative burden and improved data accuracy, leading to a more efficient and user-friendly strategic workforce planning process.
• Benefits: The project successfully streamlined the annual strategic workforce planning process by reducing the overall completion time from four or five months to less than 30 days.
Gas Non-Critical Valve Maintenance
• Project Leader: Jeremy Lafara (Gas Transmission & Distribution) ∞ Executive Sponsor: Ben Warren
• Jeremy’s project successfully established a standard inspection process for non-critical valves, ensuring all were inspected at least every 10 years. As of November 13, 2025, all non-critical valves had been inspected within the last 10 years. The project utilized an ESRI-based application to identify which non-critical valves needed inspection each year. The application allowed valve crews to select valves based on their last inspection year, ensuring a systematic approach to inspections. Supervisors monitored inspection activities and results by exporting data from the application into an Excel spreadsheet every Monday, tracking completed inspections and identifying valves that might require follow-up work orders.
• Benefits: Completion of inspections for all non-critical valves, with 15 open work orders resulting from these inspections to be finished in the next six months. This ensures better maintenance and accessibility of valves, reducing the risk of unavailability during critical shut-offs.
Converting UGS Check Payments to Electronic
• Project Leader: Alex Valle (Legal) ∞ Executive Sponsor: Jennifer Bailey ∞ Team Members: Michelle Lawson, Cokie Allen, Bill Margason
• Alex’s project successfully transitioned Greene County Oil & Gas Lease payments from paper checks to electronic payments. The project involved creating a process map, revising enrollment letters, and setting up a system for e-payment enrollment. By the end of October 2025, 30 lessors had enrolled in the electronic payment program.
• Benefits: Reduced costs associated with printing and mailing more than 240 checks annually, decreased instances of lost or delayed checks, and improved efficiency in payment processing.
ADVANCED YELLOW BELT
Board Governance Process
• Project Leader: Shelby Hartman (Legal) ∞ Executive Sponsor: Joe Perkins ∞ Team Members: Laura Walden
• Shelby’s project successfully established an annual calendar of events and deliverables, developed detailed instructions for critical processes, and moved communication with Board members regarding future meeting dates five months earlier in the year. The project also brought the Public Official Bond process in-house, improving communication and oversight. Additionally, a series of work instructions were created to assist with onboarding, including a month-by-month responsibility summary and guidelines for preparing for board meetings and recruiting new board members.
• Benefits: A reduction in the number of separate meeting occurrences from twelve to six, and a decrease in the onboarding time for the new Governance and Board Affairs Manager to less than three months.
Thermal Lock Out Tag Out Program
• Project Leader: Leo Sparks (Thermal) ∞ Executive Sponsor: Todd Fuller ∞ Team Members: Nick Kuntz, Dan Koiro, Mark Vogler, Joe Ray, Albert Mayden
• Leo’s project successfully established a cross-functional committee to review and update Thermal Lock Out Tag Out (LOTO) procedures and policies annually. It consolidated the Thermal LOTO program into a single document, developed a consistent training and auditing program, and identified new equipment and devices to enhance safety. The project also rolled out annual refresher and area-specific LOTO training, ensuring all Thermal employees are up to date with new requirements.
• Benefits: 98% of Thermal employees completed their training requirements and the implementation of hands-on training and Q&A sessions to ensure understanding of the new LOTO program.
Tamiko Kendrick
Quality Corner
Converting Suppliers to Electronic Payments
• Project Leader: Sara Smith (Treasury) ∞ Executive Sponsor: Jennifer Bailey ∞ Team Members: Bill Margason, Cokie Allen
• Sara’s project aimed to convert suppliers from paper checks to electronic (ACH) payments. The team successfully onboarded eight of 12 new suppliers and converted 18 existing suppliers, including seven of the top 10, to ACH payments.
• Benefits: Significant reduction in the number of paper checks issued, which previously accounted for 80% of payments, and the associated costs. This transition reduced the cost of paper checks, printer ink, postage, and wages associated with manual check processing. The project also established a process for setting up new suppliers on electronic payments, ensuring a more efficient and secure payment method.
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 (Define, Measure, Analyze, Improve, Control) process. But Just Do It projects can make a big impact in efficiency and savings. All completed Just Do It projects can be found on Quality’s CI Activities and Completed Projects page.
• Decrease Water Loss Due to Ammonia Feed Stops – Tony Isenberger (Water Production)
• Boil Water Advisory Process Improvements – Cheryl Carlson (Environmental Stewardship)
• Sampling Port Improvements – Paul Stultz (Westfield)
NEW EMPLOYEES
Jabreel Abdullah Corporate Support Services
Shayna Bailey Corporate Support Services
Ethan Bowen Wastewater
Cody Bray Water
Dylan Campbell Corporate Support Services
Keyarah Carlisle Corporate Support Services
Donald Coburn Corporate Support Services
Miles Dickerson Corporate Support Services
Jaylen Easley-Johnson Corporate Support Services
Zachary Gibbs Corporate Support Services
Nick Griffith Underground Maintenance
Ramon Gonzales Corporate Support Services
Jade Hart Corporate Support Services
Rene Hernandez Corporate Support Services
Zane Hill Corporate Support Services
Zach Huddleson Corporate Support Services
Olisa Humes Corporate Support Services
Brayden Jackson Corporate Support Services
TaLette Jones Corporate Support Services
Kathryn Jumara Corporate Support Services
Kelly Kay Corporate Support Services
Cody Kingery Gas
Ronnie Mohr Corporate Support Services
Evan Miyake Steam
Benjamin Myer Corporate Support Services
James Noble III Corporate Support Services
Hutch Neuhausel Corporate Support Services
Adam Nottingham Corporate Support Services
Nicholas Payton Corporate Support Services
Adam Sanchez Steam
Billy Shepherd III Corporate Support Services
Nicole Thompson Corporate Support Services
Leticia Velasco Leon Corporate Support Services
Leordany Villaman Corporate Support Services
Sara Smith
Citizens Employees Serve at Horseshoe Helpings
Twenty-six Citizens Energy Group employees visited Lucas Oil Stadium on November 26 to serve meals to more than 2,000 Indianapolis families in need. Jayden Thurmand with the Indianapolis Colts shared, “I wanted to take a moment to thank each of you for volunteering during Horseshoe Helpings last week. Thanks to your hard work and dedication, we were able to provide thousands of Thanksgiving meals to local families. We truly could not have accomplished this without your support.”
Horseshoe Helpings is hosted annually by the Indianapolis Colts, US Foods, Citizens Energy Group, Hensley Legal Group, Lucas Oil Products, Meijer, and UPS to provide Thanksgiving dinners to families. Colts players, cheerleaders, and local volunteers help pack and distribute food through both drive-through and walk-up stations at Lucas Oil Stadium.
Volunteering with Citizens extends far beyond the holiday season, with dozens of opportunities available year-round. Citizens employees can volunteer at sponsored events like Horseshoe Helpings, at community events like Sharing the Dream, or at community organizations of their choice.
Kaylee Brunsting, Dispatch Operations Trainer, shared, “As a first-time volunteer at this event, it was wonderful to talk with other Citizens employees who I would likely not have met otherwise. It was fun to chat and get to know what others around the company do while also assisting in food distribution. Food security has been one of my passions for the past 10 years, and I was delighted in the opportunity that Citizens provided at this event in addition to the Gleaners event I was able to attend.”
Employees are invited to visit iTrust to learn about the wide variety of volunteering opportunities available.
In Memoriam
We are saddened to report the recent passing of five retirees and two employees.
John Barger on January 14, 2026. John retired on June 1, 2021, after 46 years of service .
Mark Bender on December 19, 2025. Mark served as the Director of Human Resources.
Edwin Brooks on January 21, 2026. Edwin retired on January 1, 2001, after 31 years of service.
Larry Johnson, on Sunday, February 8, 2026. Larry served as a Part-time Meter Reader.
Terry Puckett on January 7, 2026. Terry retired on October 31, 2021, after 39 years of service.
Harvey Reeves on December 20, 2025. Harvey retired on February 1, 1998, after 16 years of service.
Austin Smith on January 9, 2026. Austin retired on April 30, 2008, after 38 years of service.
