Vice President Human Resources & Chief People Officer
Jeff Willman
Senior Vice President, Operations
Ed Bukovac
Vice President Water Operations
J.P. Ghio
Vice President Energy Operations
Melissa Lawson
Vice President Customer Operations
Sara Mamuska-Morris
Vice President Capital Programs & Engineering
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 & 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
Adam Lowe Receives Healthy Citizen Award
Adam Lowe, Internal Communications Lead, has received the Healthy Citizen Award for his commitment to personal health and well-being. His colleagues in Corporate & Public Affairs made the nomination, with Laura O’Brien, Manager Corporate and Public Affairs, sharing:
“Adam joined Citizens Energy Group in February 2023. He took up running not long after and has since completed several 5Ks, 10Ks, and half marathons. In November 2025, he ran his first full marathon at the CNO Financial Indianapolis Monumental Marathon. He has persisted through lost toenails, a few falls, and all the other fun things that come along with distance running. Adam also consistently brings his lunch to work, setting a great example for those of us who aren’t as good about planning ahead. Thanks to his dedication to a healthier lifestyle, Adam has lost more than 150 pounds since joining Citizens.
“He will take his running habit up a notch when he travels to Orlando, Florida, in January 2027 to complete the Walt Disney World Marathon Weekend ‘Dopey Challenge’: a 5K, 10K, half marathon, and full marathon (for a total of 48.6 miles!) over four days. His colleagues in Corporate & Public Affairs will be cheering him on as he trains throughout this year, and we’ll be excited to send him off for a once-in-a-lifetime experience when he heads to Orlando in January.”
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 wellness
Scan this QR code to submit your nomination
Citizens Health & Safety Department prepares to sink a hole-in-one for Safety this June.
Making Safety Fun
A LOOK BACK AT SAFETY DAYS
Safety Day at Citizens Energy Group has evolved into a lively, multi-day, Trust-wide experience open to all employees, but it had much simpler beginnings. As recently as 2019, Safety Day looked different—a single-day event, held on the Citizens campus at Langsdale. While the focus has remained on the commitment to safety, the single-day, single-location event posed challenges for making the event accessible to all employees. Like many traditions, Safety Day took a brief pause during 2020 and 2021 during COVID-19. When it returned in 2022, it came back reimagined and reinvigorated. Instead of a single gathering, Safety Day expanded to multiple days at multiple sites throughout the Trust. The goal: meet employees where they are—across locations, roles, and schedules.
The amplified Safety Day launched with a “Passport to Safety” theme, symbolizing the return from remote work and tying the many elements of the Safety Day event into a single intentional concept. Visitors earned stamps for their passports by participating in safety games and learning opportunities, with a chance to win prizes for completing the event.
Since Passport to Safety, Safety Day has leaned into the wide world of sports, with themes including baseball, racing, basketball, and, this year, golf. The theme makes the content memorable, and the content has real-life applications. From sharing knowledge during Safety Jeopardy to using fire extinguishers to learning how to prevent injuries, Safety Day has combined fun and learning to make safety meaningful and impactful.
The Health & Safety Department
VISION
We will fulfill the promise of the Trust by providing training and tools to maintain a safe and healthy workplace for all employees to be in compliance with all applicable laws and regulations. We will promote a positive attitude towards safety and establish proactive safety objectives for all employees and contractors.
MISSION
The Health & Safety Department educates customers (employees) to identify hazards related to work being performed and empower them to act to eliminate or reduce exposure to the hazard.
VALUES
• Collaboration: We work as a team ensuring all employees understand they have an obligation to stop a job/task to prevent an unsafe incident from occurring and to report unsafe incidents or near misses.
• Communication: We are dedicated to communicating across departments new regulations, policies and processes within Health, Safety and Security to ensure the most accurate information is relayed to all employees.
• Training: Provide safety training to employees ensuring they are equipped with the knowledge and resources to perform their jobs safely, reduce injuries, accidents, environmental impact and ensure compliance.
• Timeliness: Assure timely and thorough reporting and investigation of all incidents and the identification of corrective actions.
• Confidentiality: We maintain the highest level of confidentiality with respect to information we encounter.
Alexander Williams and LaDarrell Mix take a swing at Citizens annual Safety Day.
Our Health and Safety Team
Doug Buffington Director, Health & Safety 317-710-0242
Scott Griffith
Safety Specialist
Areas of Support: Water, Wastewater, Westfield, Above Ground Assets/Plants 317-850-2011
John Harz Construction Safety Administrator
317-639-7032
Darren Baker Manager, Health & Safety
812-251-6344
Lance Miner
Safety Specialist
Areas of Support: Shared Field Services, and Designated Employer Representative 317-418-3799
Albert “Jerome” Mayden Safety Specialist
Areas of Support: Corporate Support Services, Steam, Chilled Water 317-727-1817
Rich Willsey
Safety Specialist
Areas of Support: Gas, Water, Wastewater, Underground Assets 317-517-1151
Casey Hruskovich
Kmucha
Get to Know the Health & Safety Team
Safety is one of Citizens core values, and it is shared by every employee, every day, across the entire organization. Behind that shared commitment is the Health & Safety team, a group focused not only on policies and procedures, but also on empowering people to look out for one another.
For Casey, that purpose is rooted in support and partnership. The department exists to “support employees and help ensure they can work safely and perform at their best physically,” serving as “a resource, an advocate, and a partner in maintaining a healthy, productive workplace.”
Scott emphasizes that the goal is for employees to feel supported, not monitored. “The Health & Safety team exists to support employees, not police them. We’re here to identify risks, provide guidance, and help everyone go home safe at the end of the day.” Meanwhile, John highlights the importance of collaboration, noting that the team is there to “assist, not hinder operations,” and that safety must be “a team effort between the business units and the Health & Safety Department.”
Approachability is also central to the team’s work. Rich underscores that connection, sharing, “All of us here in the Health and Safety Department are very approachable. We want to make sure you feel like you can come to us for advice and answers.”
Each day in Health & Safety brings a new set of challenges and opportunities. Casey appreciates that “every day brings something different,” while Scott describes days filled with “field observations, incident reviews, training and collaborating with teams to address potential hazards.”
Behind the day-to-day work is a bigger goal: building a culture where safety becomes second nature. Jerome captures that vision clearly: “We are here to educate, identify, and empower. Safety has to be in all of us as a culture, how each of us operates and interacts with each other.”
Building culture starts with individual actions, like speaking up when you notice something should be corrected. Casey stresses that “speaking up helps us identify risks early and take corrective action before someone gets hurt.” John reinforces that mindset, encouraging employees to “be that person who speaks up and asks, ‘Is this the best/safest way to accomplish this task?’”
For Danni, the foundation is even simpler: “Being aware of your surroundings” is one of the most effective ways to contribute to a safer workplace. Scott builds on that idea, noting that “simple actions like following procedures, using the right PPE and speaking up when something doesn’t look right” can prevent incidents before they occur.
Training and communication also play a key role. Rich explains that safety professionals work to “develop training to educate employees” and ensure that lessons stay with them in the field. The goal is to make safety personal, something employees carry with them into every task.
The impact of these choices extends far beyond individual teams. As Jerome explains, “a culture of safety doesn’t happen in a vacuum, it develops through shared responsibility across all areas of the Trust.” Rich echoes that sentiment, emphasizing the importance of ensuring “all our employees think safety first when doing their job tasks.”
Ultimately, safety at Citizens is more than just a value, or a set of guidelines. It is a commitment to one another. When employees embrace that responsibility, they help ensure that everyone goes home the same way they came in—safe, supported, and ready for another day.
Global Gatherings: Burmese Culture
July 8, 11:30 – 1:00
Join us for Global Gatherings, our cultural Lunch & Learn series designed to deepen intercultural understanding, build empathy, and create stronger relationships with our teams and customers. Each 60- to 120-minute live session explores a different cultural community through meaningful conversation, shared learning, and opportunities to connect.
GLOBAL GATHERINGS
Our series continues with an immersive session on Burmese culture, highlighting the rich history, traditions, values, and lived experiences that shape the Burmese community. Participants will learn from research, data, and first-person storytelling while engaging in thoughtful discussion designed to enhance cultural humility and awareness.
This series is proudly provided by the Immigrant Welcome Center and hosted by the Diversity & Inclusion Team, bringing together expert community perspectives and organizational commitment to inclusion. Registration will be available via iTrust.
For More Information, Email Zoya Barker at zbarker@citizensenergygroup.com
Warm
Heart Warm Home Summer Bash
July 23
Celebrating Citizens Warm Heart Warm Home Foundation™, our second annual Summer Bash event focuses on raising awareness, building connections, and inspiring action. While some activities may help support our cause financially, the heart of the event is about coming together, learning about the foundation, and having fun. More details and registration will be made available on iTrust.
For More Information, Email Leo Sparks: lsparks@citizensenergygroup.com
Citizens Clay Classic
August 4
The second annual Citizens Clay Classic benefiting the Warm Heart Warm Home Foundation™ will be held at the Indiana Gun Club on August 5. More details including registration, volunteer opportunities, and sponsorships will be made available on iTrust.
For More Information, Email Shannon Frederick: sfrederick@citizensenergygroup.com
CITIZENS FOR GOOD Employees Volunteer for Spring Events
White River Cleanup
As a sponsor of the downtown White River Cleanup hosted by Friends of the White River, Citizens helps plan and coordinate the annual cleanup to remove litter and illegally dumped debris from the river’s banks. The 36th event had 72 total volunteers this year, with eight from Citizens. An estimated 85 tons of trash were removed during the cleanup. The Indianapolis Department of Public Works provided a front-end loader and a boom truck with operators to remove large debris; Keep Indianapolis Beautiful, Inc. provided two 40-yard dumpsters, tools, and trash bags to facilitate trash removal; Frank’s Paddlesports Livery transported volunteers to cleanup sites; and the Marion County Public Health Department provided tools and special waste disposal. Friends of Belmont Beach and several corporate partners also participated. Friends of the White River hosts several other small cleanups throughout the year; more information can be found at their website: https://friendsofwhiteriver.org/events/.
Jim Morris Day of Service
Hosted by Indiana Sports Corp, and in memory of Jim Morris (a founding member of Indiana Sports Corp, and former CEO of the Indianapolis Water Company), more than a dozen Citizens Energy Group employees gathered on March 24 at Christian Park’s rain garden to clean and renew the space under the guidance of Marion County Soil & Water Conservation District staff, who also took time to educate volunteers on the importance of rain gardens and the value they provide to our ecosystem. March 24 holds special significance in Indianapolis sports history; Indianapolis hosted the NCAA Men’s Final Four for the first time on that date in 1980, a milestone that helped establish Indy as a premier sports host city.
Mini Marathon Pit Station
On Saturday, May 2, more than 50 employees, retirees, and their families woke up early to volunteer for the 500 Festival Mini Marathon inside turn one of the Indianapolis Motor Speedway. The Citizens team was a well-oiled machine setting up and tearing down the pit station for the event, but more importantly, they encouraged more than 20,000 runners with real Citizens spirit in their race to the finish line. This has quickly turned into a favorite event for the Citizens team, whether it’s first-timers, veteran volunteers, or families creating new traditions. Thank you to each of our volunteers for making our community a place where we all want to live, work, and serve.
Congratulations to our Citizens employees who ran the Mini and got to experience the Citizens pit station first-hand: Jessica Small, Stephen Mader, Chris Kennedy, Matt Thomas, and Ethan Stock. Both Chris and Matt set new personal records this year! Chris Kennedy shared, “Many thanks to the Citizens Energy Group water station volunteers. Your encouragement, smiles, and high energy made a real difference when it counted most!”
The Greatest Spectacle in Pickleball CITIZENS FOR GOOD
Now in its third year as part of the Citizens suite of charitable outings benefiting the Warm Heart Warm Home Foundation™, The Greatest Spectacle in Pickleball is a three-day pickleball tournament extravaganza and the largest charity pickleball tournament in the state of Indiana to date. The event featured 700 registered players in 58 different events from 18 different states and was supported by a team of more than 50 volunteers, including five Citizens employees.
Celebrating 2025 Employee Volunteerism
A West Side Trail Story
Ryan Watson, Piping Specialist CFS, has been part of the B&O Trail Association for 11 years and has served on their board for seven. As a volunteer, he aids in maintaining the trail and has advised on trail construction.
The B&O Trail runs from West Michigan Street in the Haughville neighborhood through Speedway, and then continues from Clermont through Brownsburg. The vision is to extend the trail to the Illinois state line.
Ryan cofounded Friends of the B&O after connecting with Jennifer Whitt of Indy Gateway, Inc. and discovering a mutual interest in bringing together a group to care for the westside portion of the trail. Friends of the B&O supports the trail through volunteer cleanups, community events, trail reporting, beautification projects, educational signage, partner engagement, and grassroots care for its shared spaces. Friends of the B&O is a committee of, and funded by, Speedway Trails; its primary funding is generated through race-day parking on the P&E Trail in Speedway.
On April 25, Ryan helped plan and lead a cleanup effort on the trail in Haughville as part of a larger neighborhood-wide event dubbed Love Where You Are.
You can learn more at www.friendsofthebando.org.
Citizens Energy Group encourages all employees and retirees to volunteer their time to support non-profits in our community. Through the Citizens for Good volunteer support program, employees and retirees can earn a $250 grant per calendar year for a non-profit organization at which they volunteer. Employees must volunteer at least 50 hours and retirees at least 100 hours for the organization to be eligible for the grant.
Thank you to the employees listed below for making a positive impact in their communities last year. They each earned a $250 grant for a non-profit organization.
• Debi Bardhan-Akala: Julian Center
• Michelle Bennington: Ronald McDonald House
• Tracey Black: Happy Heelers
• Shannon Frederick: Circle City Curling Club
• Susan Harris: Engineers Without Borders
• John Havard: Castleton Community Church
• Olivia Hawbaker VanDuyn: Coburn Place
• Dan Koiro: United States Civil Air Patrol- USAF Auxiliary
• Jennifer Mentink: Martindale Brightwood CDC
• James No: Westminster Neighborhood Services
• Beth Noel: Learning Trails and TheraTails
• Ann Shutters: Premier Dance Academy
• Nicolas Smallwood: Whiteland Youth Baseball, Inc
• Sara Smith: Emmanuel Church
• Shannon Stahley: Crossroads of America Scouts
Employees are encouraged to learn more about volunteerism at Citizens by visiting the Citizens for Good Volunteer Portal, available on iTrust. Just search “Citizens for Good” from your homepage or click the Citizens for Good Volunteer Portal link under the menu for Corporate Support Services > Corporate and Public Affairs.
Fire, Police & Deputy Sheriffs HONORED AT ANNUAL LUNCHEON
Citizens Energy Group served as the title sponsor of the 58th Annual Fire, Police & Deputy Sheriffs Community Recognition Luncheon on April 28, continuing a more than half-century-long tradition of honoring Indy’s bravest first responders. Nearly 40 local public safety professionals were recognized for their dedication and service to Central Indiana throughout 2025.
A true community event, more than 40 local businesses and organizations sponsored the awards ceremony. Citizens has served as host for the past 15 years, continuing the tradition that was established by the former Indianapolis Water Company in 1968.
Citizens President & CEO Jeffrey Harrison welcomed guests to the event. He was joined in recognizing honorees by Indianapolis Mayor Joe Hogsett, Indianapolis Metropolitan Police Department Chief Tanya Terry, Indianapolis Fire Department Chief Ernest Malone, Marion County Sheriff Kerry Forestal, and members of the City-County Council.
In addition to being the title sponsor of the event, Citizens sponsors the Firefighter of the Year Award. Paul Dicken, Director of Water Distribution, presented the award to Indianapolis Fire Department Engineer Adam Gaudin. Gaudin was recognized for his heroic rescue of an 84-year-old woman from a perilous blaze, his ninth rescue in his 11-year career with IFD. Adam Gaudin is a familiar name at the luncheon, having also been named Firefighter of the Year in 2025 and 2022, and Rescue Firefighter of the Year in 2019.
IMPD Detective Task Force Officer David Williams was recognized as Police Officer of the Year for his work in dismantling a firearms theft ring supplying weapons to violent offenders and juveniles throughout Central Indiana. His collaboration with the Assistant US Attorney, Marion County Prosecutor’s Office, and ATF Task Force resulted in multiple federal indictments.
The Marion County Sheriff’s Office named Captain Allyson Humphrey Deputy of the Year for 2025. Humphrey serves as Commander of the Corrections Emergency Response Team, a team within the Jail Division responsible for responding to emergencies, conducting shakedowns, and carrying out other high-risk operations, recently disrupting several criminal activities and recovering approximately $135,000 in jail-value narcotics.
As the title sponsor of the luncheon, Citizens manages logistics, planning, script writing, and graphic design support. Special thanks to Corporate & Public Affairs employees Jennifer Mentink, Wayne Stohs, and Adam Lowe for their work on the luncheon. We would also like to thank our employee volunteers who assisted throughout the event: Crit Crabtree, Shannon Frederick, Anne Payne, Laura O’Brien, Ben Easley, Alex Haberfield, Terri Williams, Chrissy Bruns, Staci Turner, and Lavashia Primus
37 Employees Inducted INTO QUARTER CENTURY CLUB
As part of the 84th Annual Quarter Century Club Awards, 37 Citizens Energy Group employees were honored for their 25 years of service to the Trust.
The group of employees and recent retirees were honored at a special dinner on April 7 at the Skyline Club in Indianapolis. This induction ceremony dinner will be followed up by the annual Quarter Century Club reception on June 9 at the Scottish Rite Cathedral, which all inducted members are invited to attend. Krista Sinclair, Technical Manager, shared, “This event was truly memorable and made me (and others) feel special. It was one of the best events I have attended in my 25 years at Citizens.”
The following individuals reached their 25th year of service in 2025 and were inducted into the most prestigious club at Citizens: Jeffrey Bales, Steve Bales, Mike Bartone, Charles Behrens, Mary Benge, Gregory Britton, Jennifer Burton, John Constant, Lisa Cooper, Jason Davidson, Lane Dunagin, Lawrence Feeney, Todd Fuller, Michael Hobbs, Daniel Koiro, Nicholas Kuntz, Andrew Lee, Ronald Lee, Jennifer Mentink, Lance Miner, Alice Nicks, Harold Padgett, Richard Parker, Carrolle Parmerlee, Anthony Pippens, Donald Polston, Raymond Proud, Joseph Ray, Justin Redman, George Reners, Troy Robb, Krista Sinclair, Gary Skinner, Christopher Stapert, Carol Traylor, Erin Whitley, and Gary Young.
The entire Quarter Century Club membership was invited to the annual reception on June 11 at the Scottish Rite Cathedral.
Fuels New Affordable Housing in West Indianapolis ICON Loan Program
As executive director of West Indianapolis Development Corp. (WIDC), Lisa Laflin wears many hats—often all at once. But at the heart of her work is a steady focus on creating opportunities for families to put down roots in a neighborhood she calls “a small town inside of a big city.”
That mission is driving WIDC’s latest effort: the construction of three new affordable homes in West Indianapolis, supported in part by Citizens Energy Group’s Investment Collaboration on Neighborhoods (ICON) loan program. At a time when housing costs continue to rise, Laflin says the need for projects like this has never been more urgent.
“There is a driving need for more than three affordable new homes in West Indy,” Laflin said. “Rents are becoming unaffordable quickly, and home prices are slowly inching up closer to the rest of the market for our community. The time is always now to build new affordable housing in our neighborhood.”
WIDC’s approach is strategic but seizes opportunities when they arise. With limited vacant land available in West Indianapolis, the organization prioritizes acquiring lots whenever they become available. For this project, one site came through a tax sale, while the other two were offered directly by property owners.
“We do not have a lot of vacant land for sale in West Indy, so any time a lot comes up, we are interested in acquiring it for future development,” Laflin said.
The homes are designed to serve first-time homebuyers earning at or below 80 percent of the area median income, aligning with U.S. Department of Housing and Urban Development (HUD) guidelines. WIDC also ensures that monthly housing costs remain within a manageable range.
“HUD has determined that no more than 30 percent of income should be spent on housing, and that is how we determine affordability,” Laflin explained.
Financing plays a critical role in making projects like this possible, and Laflin points to the ICON loan program as an essential partner in WIDC’s work. By providing flexible, low-interest financing, ICON helps bridge the gap between upfront construction costs and reimbursable funding sources such as HUD’s HOME and Community Development Block Grant (CDBG) programs.
“These are reimbursable grants, so having the line of credit up front keeps us from having to get into our reserves,” Laflin said. “We try to keep at least 250 days of cash on-hand, and ICON’s program helps us to keep it that way.”
Beyond financing, the relationship with Citizens has also been a key factor in the program’s success. “As part of our commitment to the beneficiaries of the Trust, Citizens via ICON is proud to support WIDC in their effort to expand affordable housing options in Indianapolis,” shared J.P. Ghio, Vice President Energy Operations.
Previous ICON build for WIDC
“The Citizens ICON program is fairly painless, and the folks making the decisions truly care about our lower-income community,” Laflin said. “The flexibility and terms are two drivers. But having Kenya [McMillin] in place as your relationship steward is perfect. She pays attention and is timely in her responses. The process is fairly simple.”
Like many developers, WIDC continues to navigate a challenging construction environment marked by rising costs and supply chain disruptions.
“Labor and supply chain disruptions cost time and money,” Laflin said. “Being able to get concrete has put us five months behind in the past. Time is money, especially where loans and lines of credit are involved.”
Still, the payoff extends far beyond the completion of each home. For Laflin, success is measured in the moments when new homeowners receive their keys, and in the ripple effects those homes create across the neighborhood.
“Lisa doesn’t just build houses; she builds homes with the mindset that she could live in them herself,” said Kenya McMillin, Community & Stakeholder Engagement Manager at Citizens. “She takes tremendous pride in every detail, ensuring that even affordable housing reflects quality, care, and dignity for the families who will call it home.”
“Having a brand-new house on a vacant lot is a bonus for everyone,” noted Lisa. “Our homeowners have all been eager to do their own landscaping and decorating to make the house even more inviting.”
WIDC requires homebuyer education prior to purchase and continues to support residents well beyond closing. In some cases, that connection becomes even stronger.
“In one instance, we asked the buyer to join our board,” Laflin noted.
Looking ahead, the three new homes are just one piece of a broader strategy to expand housing options in West Indianapolis. Plans are already underway for a 40-unit apartment building, additional single-family homes, and future townhome development—a product type that does not currently exist in the neighborhood.
To scale this work, Laflin says the need is clear. They need “more lots, more capital, and more policy support,” she said.
Despite the challenges, Laflin remains optimistic about the future of West Indianapolis and eager to share its story with the broader community.
“Most people don’t even know where West Indianapolis is located,” she said. “They see us from I-70, but don’t really know who or where we are. West Indianapolis has been here since the late 1800s. We are more than just the Westside; we are a small town inside of a big city.”
With continued support from partners like Citizens and the ICON loan program, that small-town vision is taking shape one home at a time, proving that, as Laflin puts it, “brand-new affordable housing is always just a hammer and nail away.”
Citizens Celebrates 34th Annual ROSE Awards
On April 30, Citizens Energy Group proudly served as the presenting sponsor of the 35th Annual ROSE Awards, an event dedicated to honoring nonmanagerial hospitality employees and volunteers for their exceptional customer service. ROSE, which stands for Recognition of Service Excellence, highlights individuals who exceed job expectations and create lasting impressions on Indianapolis visitors.
Citizens nominated two employees in recognition of their exceptional service to the Trust: Alex Haberfield, Supervisor Public Engagement, and David Naku, Utility Service Specialist. Alex and David truly exemplify what it means to provide excellent customer service and care to the community – both have also been recognized in Engauge’s Voices of the Customer Experience column for their efforts.
Alex Haberfield
David Naku
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.
Jacob Nguyen UTILITY SERVICE SPECIALIST
In April, Jacob Nguyen responded to a reported gas leak and the customer submitted the following feedback on a survey: “Jake was excellent. Very kind, caring and knowledgeable. He was here in less than 10 minutes. Checked everything and found our leak immediately.” Jacob’s quick response, attention to detail, and commitment to safety reflect the high level of service we strive to provide to every customer.
Ron Sanders WASTEWATER FIELD OPERATIONS SUPERVISOR
“I wanted to take a moment to praise Ron Sanders. We were having issues…with our sewer backing up. Ron was responsive to my request and he sent a crew who fixed it in a day. I wanted to make sure that he gets credit that he deserves for doing his job well. I appreciate his efforts.”
– Email sent from a Citizens customer.
Brandy Nichols OPERATIONS COORDINATOR I
Brent
Earl UTILITY SPECIALIST
In January of this year, Brent Earl was lauded as a hero, after rescuing a driver from her car that had stalled in standing water near a water main break. Brent waded into the water in the subzero temperatures, helped the driver out of her car, and carried her to safety on the sidewalk as emergency responders arrived in response to the driver’s 911 call. The driver was unharmed and later connected with Brent on social media to express her thanks, and she proclaimed him a hero in interviews with the media.
Edward Buettgen SENIOR CATEGORY LEAD
“Ed stepped in to support me while his team members were out and did so with a strong sense of urgency and dedication. He was proactive in following up multiple times with thoughtful questions to ensure progress continued without delay, which made a meaningful difference during a critical time. Thank you, Ed!” – CSA Impression for Collaborate from Kim Rogers, IT Manager of Business Relationships.
“I met Brandy during ‘The Power of Workplace Connections’ March 2026 training session. I was impressed to hear that she had only been with Citizens for a couple of months at that point. She is already taking steps to immerse herself in the culture and leadership practices that have proven to be so beneficial as a member of this organization. I was able to make a personal connection with her during some of the exercise activities, and I hope to see her in more developmental courses going forward. What an amazing way to begin making your mark, Brandy!”
– CSA Impression for Developing the Workplace from Mckenzie Wiseman, Environmental Specialist I.
Benefits Corner
Health & Wellness Fair Crosses the Finish Line
The recent Health & Wellness Fair on May 6 brought employees together for an engaging and informative day focused on overall wellbeing. With strong attendance, participants had the opportunity to connect directly with a wide range of health partners, wellness vendors, and benefit resources. The fair reinforced the organization’s ongoing commitment to supporting a healthy, informed workforce and fostering a culture that prioritizes employee wellbeing. Thank you to everyone who helped make this event such a success. Employees who were not able to attend in person were able to access the virtual Health & Wellness Fair through Citizens Connect during the month of May.
Rachael Young ASSOCIATE LABORATORY ANALYST
I really enjoyed attending the health and wellness fair; It was both educational and insightful! I learned more about the various benefits available, ranging from 401(k) and insurance options to free counseling services and appreciated being able to speak directly with knowledgeable representatives. It was great to see the company prioritize employee wellbeing in such a meaningful way.
Scott Leavitt INTERNAL AUDIT DIRECTOR
I participated in the fair recently. Had a wonderful time talking with colleagues (especially about our pups and their pictures!) and the vendors. Learned several helpful tips about the service offerings including information from the credit union around mortgage options that could be helpful for my adult son.
Life Change? Don’t Forget to Update your Benefits Within 30 Days
A Qualifying Life Event (QLE) allows you to add or drop insurance coverage or dependents outside of Open Enrollment. Common QLEs include marriage, birth, or adoption; a court order; or losing or gaining other health or Medicaid coverage. You must make changes within 30 days of the QLE’s effective date through BSwift and upload required documentation. If you miss the deadline, you must wait until the next Open Enrollment or another QLE occurs.
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.
At the AWWA Indiana Section (INAWWA) Annual Conference in March, Citizens Energy Group retiree Ed Malone received two of the organization’s highest honors – the INAWWA Hoosier Water Award and the INAWWA Community Service Award – in recognition of a career defined by expertise, service, and impact.
Before retiring from Citizens in October 2022, Ed served as Director of Water Production, where he oversaw the daily operations of the water system and ensured compliance with the Safe Drinking Water Act and Clean Water Act. His leadership extended far beyond operations. With more than 35 years of experience spanning the Indianapolis Water Company, White River Environmental Partnership, Veolia Water, and Citizens, Ed built a reputation for excellence in engineering, regulatory compliance, emergency management, and strategic planning.
Ed’s commitment to service was perhaps most evident in 2005 when he spent nearly a year in New Orleans following Hurricane Katrina, helping restore critical wastewater services to a community in need. Even in retirement, his dedication continues through part-time work with Indiana Department of Environmental Management (IDEM), ensuring his expertise remains a resource to the industry.
Beyond his professional accomplishments, Ed has made a lasting mark through mentorship and volunteerism. He spent countless hours teaching water treatment licensing classes and preparing colleagues for certification exams, efforts that have supported more than 50 operators across Indiana.
As Senior Vice President, Operations Jeff Willman notes, “Ed’s been a tremendous asset. His dedication, knowledge, and leadership… are recognized by many daily.”
A true servant leader, Ed Malone’s legacy is not only defined by what he built, but by the people and communities he helped strengthen along the way.
Citizens Energy Group Spring Bass Tournament Results
Congratulations to the winners of the Citizens Energy Group 2026 Spring Bass Tournament at Lake Waveland!
• 1st Place: Kevin Crossley Jr. (five fish at a total weight of 19.215 pounds)
• 2nd Place: Jeff Hansen and Jamie Dillard (four fish at a total weight of 8.955 pounds)
• 3rd Place: Doug Buffington II and Brad Lady (three fish at a total weight of 8.285 pounds)
• Big Bass: Kevin Crossley Jr. with a 6.040-pound largemouth bass. Doug Buffington II came in 2nd with a 4.68-pound bass
• -(2nd place Big Bass went to Doug Buffington II with a 4.685-pound largemouth)
Current and former Citizens employees are invited to join the 2026 Fall Bass Tournament on Saturday, September 26 at Morse Reservoir. Tournament fees are $60 per boat, inclusive of a $10 Big Bass entry. Tournament fees must be paid in advance. Fifty percent of the proceeds will be donated to Riley Children’s Hospital.
For more information, please contact:
• Doug Buffington II (Tournament Checkin), 812.583.5439
• Chris Barron (Company Rep & Food), 317.750.5019
• Brad Hostetler (Donations), 765.730.2469
Ed Malone Honored at
1st Place: Kevin Crossley Jr.
2nd Place: Jeff Hansen and Jamie Dillard
3rd Place: Doug Buffington II and Brad Lady
L-R - Steve Berube, Ed Bukovac, Ed Malone (Retired), Paul Dicken, Dan Moran, Jeff Willman
Quality Corner
CLASS Belt Certifications
YELLOW BELT
Streamline Physical Count Data Entry
• Project Leader: Justin Goffinet (Supply Chain) ∞ Executive Sponsor: Rebecca Schaefer ∞ Team Members: Jason Clark, Nick Kuntz, Arlene Jeffers, Erik Ives (Service Provider)
• Justin’s project improved the physical inventory count data entry process in Oracle EBS by replacing a fully manual, single-item entry method with a standardized bulk upload process. Inventory TAG numbers were reorganized and reassigned by item location (with leading zeros) to ensure accurate, consistent ordering during counts. A standardized Excel upload template was created and tested to flag common issues (e.g., duplicate entries, missing item numbers, and highdollar variances) prior to upload. Physical count sheets were reformatted to enable easy transfer into Excel via direct copyandpaste into the uploader, and a work instruction was developed to support repeatability and expansion to other inventory locations.
• Benefits: Reduced physical count data entry time from ~75 hours to ~12 hours (63 hours saved) for the Steam inventory count. The uploader enabled 100–200 records per upload, increasing throughput to ~750 items per hour and improving efficiency and accuracy.
Employee Security Access Improvements
• Project Leader: Lavashia Primus (General Office Facility Costs) ∞ Executive Sponsor: Crit Crabtree ∞ Team Members: Rachel Holsinger, Matt Sandlin
• Lavashia’s project improved the badge access process by standardizing access rules for each job title, which eliminated the need for manual research and individualized programming for every new hire or job change. This was achieved by creating and maintaining a spreadsheet that maps job titles to their required accesses, and by joining the Oracle job title alert distribution list to proactively confirm access needs with managers as soon as new roles are created. The badge reader system was also upgraded from Pinnacle to Genetec, expanding its use to the busiest sites and improving integration with Oracle for more efficient access management. Work instructions for Genetec were developed and shared on Teams, ensuring that anyone on the security team can make updates when primary members are unavailable.
• Benefits: The time required to create a new badge has been reduced by 55 percent, from 12 to 15 minutes per request to about five minutes. With approximately 500 badge requests per year, this results in an estimated annual savings of 50 hours. Security has also improved, as access is now promptly adjusted or removed when job titles change, reducing the risk of outdated permissions
Amazon Business Punchout
• Project Leader: Bill Lovett (Supply Chain) ∞ Executive Sponsor: Kris Lang ∞ Team Members: Gary Kyle, Carol Traylor, Meechelle Riley, Erik Ives (Service Provider)
• Bill’s project improved a process by moving Amazon purchasing from fragmented Consumer Prime accounts into a centralized Amazon Business Punchout that is integrated directly into Oracle. This was enabled through single sign-on, Oracle approval workflows, invoicebased payment, and automatic tax-exempt treatment, so users can buy compliantly without manual workarounds. The team also improved governance by replacing scattered direct-buy usage with a centralized account structure, supported by role-based access controls and structured change management (training, FAQs, launch communications). Finally, reporting and oversight were improved because the Amazon Business Administrator can now generate monthly/quarterly reports, increasing spend visibility and policy adherence.
• Benefits: In 2025, about $142,000 of Amazon spend flowed through non-reportable Consumer Prime vs. $16,000 through Amazon Business; the improvement aims to shifting greater than 90 percent of that spend into the controlled channel. Since go live on March 2, 2026, the Punchout has processed $4,234.53 across 55 orders, demonstrating early adoption with a trackable spend trail (and 21 purchasing users to date).
Fleet Maintenance Invoice Process
• Project Leader: Matt Sandlin (Plant Engineering) ∞ Executive Sponsor: Matt Thomas ∞ Team Members: Scott Lykins, Crit Crabtree
• Matt’s project improved the fleet maintenance invoice reconciliation process by moving from a year-end-only reconciliation to a standard monthly reconciliation. This was enabled by creating a new Collective Data canned report (“Work Order Reconcile Report”) that pulls nearly all required work-order reconciliation fields in one place, supplemented by the existing Monthly Report – Maint Request Report plus monthly Oracle EBS invoice details added at the line-item level for accuracy checks. An Excel template was also built so the monthly data can be pasted in with minimal changes and consistently analyzed using pivot tables and charts, making both monthly and annual rollups easy. As a result, discrepancies can be detected and corrected in the same month rather than being discovered at fiscal year-end.
• Benefits: Accuracy improved dramatically: the variance dropped from $450,000 (8.65 precent) and 400 work orders (7.6 perecent) in FY25 to $10,209 (0.5 percent) and 11 work orders (0.4 percent) across the first six months of FY26. Effort also fell from ~8 hours per month to under one hour per month to complete reconciliation (and avoids multiple days of year-end rework).
Natural Gas Compliance Services
• Project Leader: Ben Warren (Gas Transmission & Distribution) ∞ Executive Sponsor: J.P. Ghio ∞ Team Members: John Eddington, Steve Griffin, Jim Bennett
• Ben’s project standardized the acquisition/evaluation process for providing natural gas operational compliance services to new operators, because the prior Hoosier Energy effort revealed delays and obstacles caused by a new, non-routine workflow. This was improved by creating a formal work instruction/checklist (“Natural Gas Operational Compliance Services Checklist”) that clearly defines what information must be gathered, which internal stakeholders must be engaged (e.g., Accounting, Legal, Risk, Engineering, Procurement), and which external entities must be involved (at minimum IURC and PHMSA). The process was further strengthened by explicitly defining transition timing and integration steps, so responsibilities can be transferred without last-minute disruptions to Citizens staff. Finally, the improvement was sustained by saving the checklist on the iTrust site and committing to ongoing revisions as new operators are onboarded.
• Benefits: Citizens successfully secured the Hoosier Energy contract, and the work passed the IURC/PSD audit, demonstrating improved compliance execution and reduced process risk. Operationally, the checklist is intended to prevent repeat delays and obstacles in future opportunities by ensuring complete stakeholder engagement and required regulatory steps are addressed up front.
ADVANCED YELLOW BELT
Tracking Employee Training
• Project Leader: Breanne Fite (Human Resources) ∞ Executive Sponsor: Tony Cunningham ∞ Team Members: Rich Willsey, John Harz, Jerome Mayden, Scott Griffith, Lance Miner
• Breanne’s project standardized how employee training records were created, stored, and accessed by transitioning Health & Safety training transcripts from multiple spreadsheets, documents, and paper files into a single CSA system. Health & Safety Specialists were trained to create classes, record rosters, and enter historical and new training data directly in CSA, supported by standardized naming conventions and standard operating procedures. This change also enabled managers to independently view real-time training transcripts for their direct reports without relying on manual requests to Health & Safety. As a result, training records became more accurate, consistent, and accessible across the organization.
• Benefits: A reduction in the time required for managers to obtain employee training transcript data from more than two weeks to approximately one business day, while consolidating more than four tracking methods into one standardized system. This also reduced duplicate training and unnecessary administrative effort for Health & Safety staff.
Quality Corner
Bridge Priming Process
• Project Leader: Richard Hedge (Wastewater Operations) ∞ Executive Sponsor: Chris Kennedy ∞ Team Members: Dustin Abramson, Mark Powers, Pete Cosaro
• Richard’s project improved the process for priming secondary clarifier bridges during freezing conditions by replacing the traditional compressed air jet pump method – which often froze and required three operators – with a portable shop vac system. The shop vacs are light, portable, and unaffected by extreme cold, requiring only one operator. Additional improvements included filling priming valves with antifreeze or methanol alcohol to prevent freezing, and equipping maintenance and operations teams with spare batteries and chargers for field use. This eliminated the need for large air compressors, excessive piping, and frequent maintenance.
• Benefits: The new method reduces manpower from three operators working up to eight hours (24 manhours) to just one operator for half an hour (0.5 manhours) per bridge in sub-freezing conditions. This change is estimated to save approximately 705 hours per year and $5,225 in electricity costs, plus $2,132 in annual compressor maintenance. The shop vac solution also improves safety by eliminating the need for hearing protection.
Accurate Fleet Fuel Invoicing
• Project Leader: Scott Lykins (Plant Engineering) ∞ Executive Sponsor: Crit Crabtree ∞ Team Members: Ed Buettgen, Matt Sandlin, Don McCann
• Scott’s project improved the invoicing process by implementing three standardized controls that ensure every fuel delivery is traceable from delivery through payment. First, the Bill of Lading (BOL) is now emailed to the Fleet team the day before the invoice arrives, replacing the unreliable paper drop-off method. Second, when the invoice is received, the Fleet team immediately matches it against the emailed BOL to verify gallons, taxes, and delivery accuracy. Third, the supplier now sends a monthly invoice summary that Fleet reconciles against processed invoices to catch anything missing.
• Benefits: Since the BOL became electronic, there have been zero missing BOL documents, and no instances of BOLs not matching invoices. The monthly summary review also successfully identified a missed invoice and enabled on-time processing, avoiding delays, service interruptions, and additional accrual/reconciliation work.
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 does not mean it necessarily has to be a quick or simple project, it just doesn’t go through the DMAIC 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.
• Lower Missed and Skipped Counts – Luke Long (Shared Field Services)
• Improved Return Sludge Sample – Pete Corsaro (Wastewater Operations)
• Thermal Capital Budget to Margin Budget Process – Christina Clark (Accounting)
• Improve Belmont Chlorine Mixing – Dan Kramer (Wastewater Operations)
• SP DRTC PS (Southport Deep Rock Tunnel Connector Pump Station) Minimize Dry Weather Starts – Joni Staten (Wastewater Operations)
• Reduce Duplicate Main and Documents – Sara Smith (Treasury)
• Streamline FAC Filing Support – Scott Killion (Regulatory)
• Hydrodynamic Separator Cleaning Efficiency – Kevin Hackett (Wastewater Operations)
• Streamlining Overdue Shipment Follow-up – Alex Brunt (Supply Chain)
FEBRUARY/APRIL Green Belt Training
Eight employees completed CLASS Green Belt Training on April 22. Green Belt is an additional three days of training beyond the two days required for Yellow Belt.
Participants: Mike Allen (Legal), Justin Burnett (Shared Field Services), Jeff Ford (Billing & Customer Service), Joe Nagy (Wastewater Collections), Danny Powers (Westfield), Matt Sandlin (Plant Engineering), Paul Stultz (Westfield), Mike Zielinski (Wastewater Operations)
NEW EMPLOYEES
Nicholas Berry Corporate Support Services
Brock Bodell Steam
Owen Brazill Corporate Support Services
Mariah Brooks Corporate Support Services
Torran Brown Corporate Support Services
Tonya Buford Corporate Support Services
Anthony Calabra Corporate Support Services
Andrew Cebalo Corporate Support Services
Marjory Cook Corporate Support Services
Kraig Cummings Water
Fionn De Staic Corporate Support Services
Nicholas Dearing Corporate Support Services
Rachel Earl Corporate Support Services
Myles Edwards Corporate Support Services
Lauren Gatewood Corporate Support Services
Justin Gipson Corporate Support Services
Carter Hartman Corporate Support Services
Michael Hause Water
Blae Htoo Corporate Support Services
Belmena Johnson-Simpson Corporate Support Services
Ian Kolbus Corporate Support Services
Kaitlyn Lalley Corporate Support Services
Benjamin Levitin Corporate Support Services
Daniel Lyons Corporate Support Services
Matthew McDermitt Water
Amanda Miller Corporate Support Services
Luis Raul Miranda Sierra Corporate Support Services
Arthur Moncrief Corporate Support Services
Shawn Parks Corporate Support Services
Ronice Payne Corporate Support Services
Gavin Rader Corporate Support Services
Logan Ream Gas
Kenneth Richhart Corporate Support Services
Jevonte Riley Corporate Support Services
Travis Sanders Corporate Support Services
Bana Sharba Corporate Support Services
Madison Shields Corporate Support Services
Jonathan Smith Wastewater
Tenekia Smith Corporate Support Services
Michael Starks Corporate Support Services
Donald “Don” Byerly on June 3, 2026. Don retired on May 31, 2016, after 29 years of service.
Michael Eckard on May 31, 2026. Michael retired on June 6, 1999, after 35 years of service.
Dwight Gould on June 9, 2026. Dwight retired on February 1, 1995, after 23 years of service.
James “Jim” Meier on May 9, 2026. Jim retired on February 1, 1996, after 36 years of service.
James Plahitko Sr. on April 9, 2026. James retired on March 1, 1990, after 28 years of service.
