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:
Marissa Bardo
Zoya Barker
Sara Flores
Susan Harris
Melissa Hehmann
Staci Turner
Terri Zaichek
Graphic Arts:
Wayne Stohs
Joel Bustamante
Megan Buehler Receives Healthy Citizen Award
Megan Buehler, Senior Accountant, has received the Healthy Citizen Award for her commitment to personal health and well-being. Despite facing setbacks along the way, Megan has shown determination and resilience in continuing her journey toward healthier habits. By staying focused, adapting when needed, giving herself grace, and refusing to give up, Megan reminds us that progress is not always a straight path and persistence makes all the difference.
Megan is not only committed to her own health journey, but she also participates and encourages participation among colleagues in Citizen Energy Group’s ongoing Wellness Programs including health coaching, wellness challenges, and wellness workshops. Her example encourages us all to keep moving forward no matter the obstacles.
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
J.P. Ghio, Vice President Energy Operations, gets dunked during Citizens inaugural Summer Bash supporting Warm Heart Warm Home. The “donate to dunk” game contributed to the more than $13,000 being raised at the event.
MARK YOUR CALENDARS
Veterans Luncheon
November 5
More than 10 percent of Citizens Energy Group’s employees are veterans. Our veteran employees embody our values, from collaboration to leadership to integrity. In early November, we are holding a special event to recognize their service.
Employees who are veterans are invited to a special celebration luncheon on November 5 at the American Legion Post 64 from 11:30 am to 1:00 pm. Our event will focus on veterans helping veterans. Each attendee is encouraged (but not required) to bring a jar of peanut butter or canned soup/chili to help fill the Helping Veterans and Families (HVAF) Food Pantry. The following veteran resources will be on site:
• HVAF
• Indiana Department of Veteran Affairs
• Indy Warrior Partnership
• Marion County Veteran Affairs
• American Legion
• VA
Monumental Marathon – Volunteer Cheer Squad
November 8
Citizens Energy Group is once again sponsoring the Indianapolis Monumental Marathon on Saturday, November 8. The course for both the half marathon and the full marathon will pass by our general office at 2020 N. Meridian St., with the fun kicking off at 8:30 am. This is a great chance to come out and cheer the sold-out crowd of 16,000 participants who will be approaching the finish line on Washington St. or serve water at our H2O to Go trailer at the start/finish line.
The White River Cup November 13
Our annual Top Golf fundraiser benefiting Warm Heart Warm Home has been renamed The White River Cup! Alongside the new name, this year’s event has a new location: Back 9 Golf & Entertainment, near the banks of the White River. Proceeds benefit the Warm Heart Warm Home Foundation™. Addressing affordability issues continues to be an important focus for all of us at Citizens. We work to improve processes and services to lower costs, but sometimes that is not enough, and customers are faced with having to make difficult choices. The goal of the Warm Heart Warm Home Foundation™ is to help those customers by identifying a path to get them through difficult situations.
MARK YOUR CALENDARS
MORE IMPORTANT DATES:
Dia de los Muertos
November 1 and 2
Open Enrollment
November 3-14
Veterans Day
November 11
Citizens Holiday: Thanksgiving
November 27
Citizens Holiday: Day after Thanksgiving
November 28
Hanukkah
December 14-22
Employee Well Points Deadline
December 15
Citizens Holiday: Christmas Day
December 25
Citizens Employees
Attend Fire School
Three employees from Citizens Underground Storage facility in Greene County, Indiana, attended a multi-day fire training school to prepare them to safely respond to fire incidents at the facility.
Caleb Elliott, Station Operator; Frank Cole, Storage Field OperatorMechanic; and Bart Sparks, Station Operator attended the ANSUL Fire School from July 15 to 17. Founded in 1940, the world-famous ANSUL Fire School is located on a 350-acre campus in Marinette, Wisconsin. This three-day, handson program has students combat more than 25 live fires as they advance from novice to experienced firefighters with dry chemical fire extinguishers.
This training strengthened Caleb, Frank, and Bart’s skills to swiftly respond to fire emergencies and also empowers them to help with future in-house training sessions at Underground Storage.
Shonna Quick-Crowell joined Citizens Energy Group in February 2025, but her connection to the company goes back to her days at Arlington High School in Indianapolis. During her junior year, Shonna interned with United Water in their wastewater department. Having enjoyed the experience, she decided to start her professional journey at the Department of Public Works (DPW) so she could work alongside her father, who was then and is still president of the American Federation of State, County and Municipal Employees (AFSCME) Local 725. Shonna continued her career at DPW for 26 years and served as the Vice President of the AFSCME Local 725.
1. Tell us about your team/department, and what you are responsible for at Citizens.
I work in Supply Chain with a wonderful supportive team, where my direct manager and partner in success is Meechelle Riley. Meechelle has taught me so much in the months I’ve worked here; I could not have been able to excel in this role without her guidance and mentorship. I am the Supplier Engagement Coordinator, and I am responsible for researching and identifying diverse suppliers across a variety of industries and categories; fostering relationships with diverse suppliers and supporting them in navigating the procurement process; maintaining the diverse supplier database; organizing events and networking opportunities; assisting in the execution of supplier diversity strategies and goals in alignment with Citizens overall objectives; and much more.
2. What attracted you to Citizens?
The culture. The collaborative, team-building, communityfocused, inclusive environment with opportunities for personal and professional development.
3. What do you enjoy about your job?
There are several things I enjoy about my job. I value the meaningful relationships I build with both my colleagues and the diverse suppliers I work with. The collaborative nature of our team makes every day rewarding and knowing that we are making an impact by supporting supplier diversity keeps me motivated. I also appreciate the variety in my work—from networking with new suppliers to organizing events and helping advance Citizens diversity goals, no two days are ever the same. I also enjoy Toastmasters and Citizens Success Academy, as both are transformative and invaluable.
4. What do you appreciate about working at Citizens?
I appreciate the opportunity for continuous learning, I have taken advantage of several CSA trainings, and I look forward to more.
5. How do you spend your time outside of work?
I spend my time facilitating at the Center for Leadership Development, where I teach elementary-age students how to be strong readers and leaders. I also volunteer my time at Coburn Place where I am Vice Chair of the board and advocate for domestic abuse survivors and their children to have a safe place to live and a plethora of resources to grow physically, spiritually, and financially. I also make time to enjoy my family. We love watching movies.
SUMMER
INTERNSHIP
2025 RECAP
This summer, 12 dedicated college students chose to continue their professional development at Citizens Energy Group. These students came from all over the country and with distinct life experiences. Under the guidance of Zoya Barker, Culture and Inclusion Specialist, and Justin Burnett, Supervisor AMR and Meter Shop, the Summer Internship Program included a packed schedule for the new interns to learn about the Trust, tour our facilities, and experience different departments at Citizens. Some of the interns share their stories:
Marissa Bardo is a student at Marian University studying Communication. During her internship in Corporate & Public Affairs, one of her favorite projects was creating the new calendar and materials for the 2026 Citizens Stakeholders Alliance meeting series. Marissa says, “Just in these few months, Citizens has been an amazing environment that has helped me in my communication skills, networking, and sharpening my professional skills”.
Eamon Mukhopadhyay is an undergraduate student of computer science in the honors college at Purdue University in West Lafayette and was an Information Technology intern this summer. His favorite project was the route modeling project due to the interesting techniques that were needed to approach the problem. Eamon says, “My experience at Citizens, with it being my first year with the company, has been very engaging and has introduced me to both Citizens-related experiences and applications of information technology in the utility domain.”
Shepard Allen is a student at Purdue studying mechanical engineering. Shepard returned to Thermal Engineering to intern for a second summer. His favorite project has been working on a steam silencer for a safety relief valve. Shepard says, “Through the summer, this internship improved my ability to communicate and work within a team setting.”
Kylie Jackson is a student at the University of Dayton majoring in accounting and finance. This summer, she interned for the Accounting department. Her favorite project was helping on monthly and quarterly close-outs and being able to run reports and analyze accounts. Kylie says, “My experience at Citizens has been very welcoming and beneficial to my future career. I have been exposed to real-world experiences and have been shown how collaboration, communication, and teamwork are essential.”
Noah Hasan is a student at Indiana University Robert H. Mckinney School of Law. He interned in the Legal department this summer. His favorite project was working on the Certificate of Public Convenience and Necessity (CPCN) Legal Analysis for Gas Service Extension. Noah says he has gained insight into utility operations while supporting legal team matters that directly impact customer service.
Citizens interns had opportunities to experience a variety of events and milestones throughout the summer, including the WISE/R Symposium (hosted by Women in Sports + Events), which highlighted and empowered women leading up to the WNBA All-Star Game. A group of interns and employees attended the event.
Allison Walker, Engineer II, shared “Attending the WNBA WISE/R Symposium was an inspiring and empowering experience. I appreciated that the conversations and insights were universally applicable to young professionals across all industries. The sessions offered valuable lessons in leadership, resilience, and empowerment for professionals in any field. I left feeling energized and encouraged by the shared stories, practical advice, and sense of community.”
Gus Eckelbarger is a student at Rose-Hulman Institute of Technology studying mechanical engineering. Gus interned with Underground Engineering and Construction. His favorite project was working on the Asset In-Service and Closeout Project and being able to see his work being incorporated. Gus says his experience at Citizens has been an enlightening change of pace.
Ava Jalaie is a student at Purdue University studying chemical engineering. Ava was an intern with Underground Engineering and Construction. Her favorite project was the fire line review project, where she made changes to the system while making an impact by identifying missed revenue for Citizens. Ava says, “My experience at Citizens has challenged me to learn while engineering solutions to real-world tasks.”
Ben Sanders is a student at Indiana University majoring in information systems. This summer, he interned with Program and Technical Services. Ben’s favorite project was analyzing dashboards based off various key performance indicators to uncover key insights and trends for each business unit. Ben says, “Site visits, interview prep, and different projects helped me develop professionally, and events like the Corporate Challenge and Warm Heart Warm Home Summer Bash made it easy to connect with other employees in a fun environment.”
Havilah Samuel is a student at Tennessee Wesleyan University, studying business analytics. This summer she spent her time interning with Human Resources. Havilah’s favorite project has been the Strategic Workforce Planning (SWP) dashboard, which challenged her to jump into the deep end of data modeling and visualization while connecting it directly to talent strategy. Havilah says, “The people at Citizens have truly made this internship special. Everyone I met was incredibly helpful, professional, and passionate about their work”.
Joseph Edwards, intern for Energy Operations – Gas Supply, Tyler Leopold, intern for Plant Engineering, and Everoll Royal-Dixon, intern for Underground Engineering & Construction, were part of the program, as well.
Havilah Samuel, Marissa Bardo, Shepard Allen, Everoll Royal-Dixon, and Ava Jalaie will all continue their internship into the school year. To learn more about Citizens Trust-wide internship program, contact Zoya Barker. If you would like to host an intern in 2026, please submit a requisition through Citizens Careers.
This Summer was a
On July 25, Citizens Energy Group held its inaugural Warm Heart Warm Home Summer Bash. Celebrating the namesake foundation, the event focused on raising awareness, building connections, and inspiring action. With about 300 employees in attendance, the event included charity cornhole and tug-of-war tournaments, a dunk tank featuring Citizens leadership, a silent auction, food trucks, a DJ, and more. By the end of the day, employees had raised more than $13,000, with proceeds donated to the Warm Heart Warm Home Foundation™.
Leo Sparks, Engineer III for Steam, oversaw the planning and coordination of the event. “It was a pleasure to bring our employees together for a day filled with engaging and enjoyable activities. I was truly encouraged by the level of participation and the positive energy throughout the event. A special thank you to the Fundraising Team for their outstanding efforts in organizing and executing such a successful day. Thank you to everyone who joined us; we look forward to seeing you all again next year!”
Without essential utilities like drinking water, sewer service, and heat, a house is just a temporary shelter. Citizens makes bold efforts to improve processes and lower costs, but affordability can still remain a challenge for customers. The Warm Heart Warm Home Foundation™ provides vital assistance to individuals who want to ensure their house stays a home.
In December, during United Ways of Caring Week, employees and retirees will have the opportunity to donate to United Way and designate their donation to go to the Warm Heart Warm Home Foundation™. The event will coincide with Giving Tuesday.
A Citizens Innovation Story PATENTLY SUCCESSFUL
In any given year, more than 600,000 patent applications are filed with the United States Patent and Trademark Office (USPTO). For the filer, the entire patent process can take years depending on the complexity of the of the application, the technological field, backlogs at the USPTO, or unforeseen factors such as global pandemics.
In May, Ben Warren, Director Gas Transmission & Distribution, received an email he had been anxiously awaiting. It began, “We are pleased to attach the eGrant copy of United States Letters Patent No. 12,311,452 B2 that issued on May 27, 2025…” The patent was for a Longitudinal Pipe Cutting Tool and listed as the inventors were Citizens own Ben Warren; Darrel Edwards, Instrument and Control Tech Gas; and Kaleb Edwards, Apprentice Water Production. For Ben, Darrel, Kaleb, and Mike Allen, Associate General Counsel, who assisted with the legal process for obtaining the patent, it was a chance to breathe a sigh of relief on a project that had taken nearly five years.
Like many inventions, the idea for the Longitudinal Pipe Cutter was born in the trenches—in this case, a literal trench for a gas line being relocated for a Citizens customer going through a home renovation. It was summer 2020, and Ben Warren was on site, along with J.P. Ghio, Vice President Energy Operations. The two were conducting a GEMBA walk, one of Citizens CLASS initiatives, which helps team members see a process firsthand with the people doing the work in order to better understand the process and ask questions.
Ben and J.P. watched as Citizens crew members, fully decked out in PPE, cut a live gas line just before they could “squeeze it off.” This is an approved process when performing work on an old steel service line that has a plastic service line inserted in it.
As Ben and J.P. watched the process unfold, Ben asked J.P., “How would you have done this?” J.P. explained that at his previous gas company, they would have cut a hole in the street and disconnected the gas service at the main and then relocated it, all of which would have been an expense to the customer. Even in a home renovation project, Citizens customers need to optimize their budgets, and Ben recognized his team needed a tool to make relocating inserted lines safer and more efficient so customers could realize those savings.
After some thought, Ben outlined the need and developed an idea. “I drew it on a napkin while at lunch. After pitching the idea, I was encouraged to follow it to a natural conclusion, one way or another.”
After careful research, Ben confirmed what he expected: The tool he needed simply didn’t exist. He then decided to try building the tool in-house. Sketch in hand, he talked through the idea with Darrel Edwards. Not only is Darrel experienced in the gas industry and aware of the need, but he’s also a welder who could help breathe life into the project. Darrel took the sketch home and began building prototypes in his workshop. Darrel’s son, Kaleb, was studying electrical engineering in college at the time, and when he saw his father tinkering in his workshop, he realized he could flex his computer-aided design (CAD) skills to digitally model a prototype of the device Darrel was building.
Citizens stands apart in that we foster a culture that empowers frontline employees to innovate and challenge processes. Darrel recalled, “Most companies would tell you to mind your own business. At Citizens, management pushes everyone, including employees out in the field, to come up with ideas to make things safer, maybe a little bit easier.”
KUDOS
from Citizens Leaders
“Innovation doesn't just happen—it’s sparked by curiosity, fueled by collaboration, and brought to life through expertise. Congratulations to Ben, Darrel, and Kaleb for transforming a thoughtful observation into a patented solution that enhances safety and serves our customers with excellence. This remarkable milestone not only highlights their ingenuity but also exemplifies what’s possible when we work across teams to solve real-world challenges.”
– Jeffrey Harrison, President & CEO
“Being listed as an inventor on a patent is a significant accomplishment. Ben, Darrel, and Kaleb’s collaboration and innovation in inventing a patent-worthy pipe-cutting tool is demonstrative of Citizens values.”
– Michael Allen, Associate General Counsel
“What Ben, Darrel, and Kaleb have accomplished goes beyond a patent—it reflects a willingness to challenge the process, to be creative, and to take a risk on trying something new in order to advance the interests of the Trust. Their work is a powerful example of how hands-on experience, cross-functional collaboration, and a commitment to doing things better can lead to meaningful breakthroughs.”
– J.P. Ghio, Vice President Energy Operations
“Ben, Darrel, and Kaleb have shown us that innovation can come from our pursuits of continuous improvement and quality assurance. This kind of collaboration sets a precedent for the ingenuity we’re looking for at Citizens when we leverage approaches such as Gemba Walks, Just-Do-Its, and belt projects.”
– Joseph Perkins, Senior Vice President and General Counsel
Ben, Kaleb, and Darrel shared their work with Citizens engineering team. Richard Lefler, Citizens Engineer II Gas, refined the digital models and 3-D printed functioning prototypes. While not strong enough to actually cut pipes, it was the first time Ben and team could hold a device in hand and experience how it would feel working with it. Ben contacted Mike Allen to talk through his idea and showcase the working model. So began the pursuit of a Citizens patent.
It was an exercise in patience. The country had just started to shut down because of the pandemic, and the patent process was already inherently rigorous. Weeks turned into months. The USPTO would come back with potentially infringing patents, sometimes dating back as early as 1900, and Ben, Mike, and the team would have to make a case for why their idea was different and adjust the application accordingly. Beleaguered USPTO staff, navigating how to work from home, were slow to respond. Months would go by before Citizens would receive any updates or prompts for more changes to the application.
Five years later, the process finally came to a conclusion when Citizens received notification that the patent had been granted. In the eyes of the US government, Ben, Darrel, and Kaleb were officially inventors. The three agree that it’s a rewarding and validating honor. “This is something to tell the kids and grandkids,” Darrel shared. Kaleb offered, “I don’t plan on leaving Citizens, but I’d include that on my resume!”
The patent isn’t a finish line, but more a milestone in a process the team is still exploring. Ben explains what’s next for the tool: “The prototype isn’t ready to be used in the field right now. We want to figure out how to smooth the rough edges, so to speak. And there are enhancements to come. We want to explore partners and manufacturers. Those are discussions we’ll have later, but it’s exciting to think about where we’re going.”
VOICES of the CUSTOMER EXPERIENCE
Owning the customer experience is a cornerstone of Citizens success and is vital to fulfilling our promise as a Public Charitable Trust. We are thrilled to offer this new column, Voices of the Customer Experience, dedicated to shining the 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 they interact with. Join us in celebrating these outstanding individuals who truly embody the spirit of Citizens!
Manzell Clay
UTILITY SERVICE SPECIALIST
A Citizens customer posted a glowing review on Google, thanking Manzell for his great customer service.
Wilmon Alvies WASTEWATER WAREHOUSE TECHNICIAN
“Thank you, Wilmon, for going above and beyond to ensure that shipments that arrive for contractors and maintenance supervisors are delivered to the maintenance department in a timely manner, and that contractors are able to receive parts for projects in a timely manner, as well. Also, thank you for always keeping track of inventory that has a low on-hand quantity and bringing it to my attention so that the warehouse is always stocked with necessary parts.”
– CSA Impression for Close the Loop from Marcia Patterson, Warehouse Supervisor
Water Operations
On August 11, Water Operations received an urgent request from Carmel Utilities regarding a significant pressure issue in their water system. The problem stemmed from a hydrant that had separated from a large water main, threatening water service across a significant portion of their service territory.
Given Carmel’s location between the Indianapolis and Westfield systems, Citizens was able to leverage existing interconnections to move water into Carmel’s network. Operations crews led by Justin Redman and Danny Powers, alongside Rick Lopez, Brandon Bradford, Isaak Faulk, Tim Bedgood, Leah Samson, and Jon Berry, took action and mobilized quickly. Rick, Brandon, and Isaak opened key valves to allow water to flow from the Westfield system while Carmel opened their own valve to the west to the Indy system. CCS Operations simultaneously took immediate action to support the demand from Carmel and made several system adjustments to increase pressure and flow to those areas. This allowed Carmel to successfully stabilize their pressures until permanent repairs could be made to their water main.
Carmel Mayor Sue Finkam personally called Citizens Energy Group President & CEO Jeffrey Harrison to express her gratitude for the swift action. She noted that without the emergency water supply, six Carmel schools would have faced temporary closures. This incident highlights the strength of cross-utility collaboration and the dedication of Citizens teams in responding to community needs. It is a testament to operational excellence and the value of regional partnerships across utilities.
As we approach the end of the year, review the Well Points Program to ensure you meet the deadline to receive your 2026 Employer HSA contribution early next year.
Make sure your home address is up to date in Oracle so you receive timely communications.
Health & Wellness Fair
The annual Health & Wellness Fair took place on October 14 at the General Office and October 15 at Langsdale.
If you were not able to attend the event, our Virtual Health & Wellness Fair will be open on Citizens Connect throughout October! Earn Well Points by completing the virtual fair tiles. Please note: Well Points can be earned for either in-person or virtual participation, but not both.
Benefits Open Enrollment is Coming Soon!
Be on the lookout for communications in October. Monday, November 3 through Friday, November 14 All employees must make their benefit elections – current elections will not automatically roll over for 2026. Starting November 3, you can log in to bswift at ceg.bswift.com to
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.
CELEBRATING HISPANIC HERITAGE MONTH
In celebration of Hispanic Heritage Month, Citizens Energy Group proudly recognizes the vital role our bilingual customer service representatives play in serving our diverse community. With a team of 20 English/Spanish bilingual reps, we are committed to ensuring language is never a barrier to essential services. In July alone, we received more than 5,000 Spanish-language calls, accounting for roughly 10 percent of our total call volume. The vast majority of these calls were handled directly by our bilingual staff, demonstrating our dedication to culturally responsive and inclusive customer care. This month, and every month, we honor the contributions of our Hispanic and Latino communities and reaffirm our commitment to equitable access for all. We spoke with Jose Garrido Iniguez, Customer Support Specialist I, to learn more about how Citizens is delivering an inclusive customer experience:
How has your cultural heritage shaped your approach to customer service?
Language barriers play a detrimental role in overall experience. Over the course of my career based in customer service, I’ve come across numerous instances where customers of Hispanic heritage relied on external resources in fear of having to ask for assistance, potentially leaving them misinformed or uneducated on certain procedures. I’ve seen such scenarios almost play out in person during my time assisting at local resource fairs, although thankfully I was able to clear up misinformation and educate the customer. I empathize with them. Therefore, I strive my best to provide them the smoothest customer service in return.
How do you think being bilingual enhances the customer experience?
My language skills have undeniably assisted me in breaking down barriers between customers. I do my best to educate customers on our procedures and programs available to them, also assuring them that they can always call us with any questions whatsoever. This may at times cause our interaction to last a little longer, but I believe the amount of information and reassurance I provide customers is well worth the time. This builds trust with not only existing customers but also extends that trust to new customers who contact us as a result.
What would you like others to understand about the importance of language and cultural representation in customer service roles?
As easy or as straightforward something may seem to you, it may not be so for the next person. Most of the time, information we may take for granted is unfortunately not so easily accessible to foreign language speakers. Now envision that same statement but apply it to one’s daily life—this is only one of many barriers. Customer service roles should put forth the necessary time, effort, and resources into being able to assist all customers respectfully and equally, making sure everyone is seen and represented.”
What advice would you give to young bilingual professionals entering the workforce?
We live in a rapidly growing world. A growing world ideally means being exposed to other perspectives besides your own, which may happen to be accompanied by language barriers. If we wish to continue developing as a society, it's important for us to ensure that a steady form of communication and understanding always remains accessible, especially for diverse communities. Being bilingual has provided me opportunities I don’t believe I would’ve seen otherwise. It truly is a strength, so I encourage young bilingual professionals to continue honing their strengths, developing new ones, and putting themselves out there in hopes of developing themselves professionally.
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 Nuyem “Nunu” Oropeza, Customer Support Specialist II
Nuyem Oropeza began her career with Citizens in February 2023. As a Customer Support Specialist II who is also bilingual, she interacts with Citizens Spanish-speaking customers on a daily basis. She shares, “I love this position because I get to help, resolve issues, and welcome new customers. Being bilingual improves customer engagement. Not having that language barrier gives a customer a sense of ease as I foster that trust with the customer. Customers can express themselves more effectively in their native language, leading to fewer misunderstandings and a more positive interaction, which makes my job easier taking care of the customers’ needs. I love when a customer feels comfortable when speaking to me. Another thing that fills my heart is when I am able to educate a customer on how we operate at Citizens and the positive impact we are trying to accomplish in every household.”
Nuyem has become a regular when it comes to volunteering at Citizens-sponsored events, having helped with the 500 Festival MiniMarathon pit station, Sharing the Dream, Earth Day, Colts Training Camp staffing the H2O to Go water wagon, and the cheer squad for the Indianapolis Monumental Marathon. “As a busy adult, it is important to volunteer because it gives me a moment to step out of my routine, give some of my time back to the community, and make a difference”, she explains.
Volunteering has also become a family affair, with family members regularly attending events alongside Nuyem to lend a hand. “I bring my family, especially my kids, so they can enjoy [the experience]. Volunteering fosters empathy and a sense of social responsibility.”
What has been your most rewarding experience volunteering?
The satisfaction I feel after talking to a customer is amazing. The smile on the customer’s face fills my heart. What contribution or achievement are you most proud of?
Sharing the Dream is what I am most proud of. I was part of painting a locker room and bathrooms. Being part of this cause gave me a sense of purpose. I knew that my part was contributing toward something that at the end would be a positive impact on the community.
What do you enjoy most about volunteering alongside your Citizens coworkers?
It’s fun! The amazing vibe, and you get to meet other coworkers from different departments and learn about their roles at Citizens.
Quality Corner
CLASS Belt Certifications
YELLOW BELT
Dilution Water Improvements
• Project Leader: Chris Henley (Wastewater Operations)
• Executive Sponsor: Chris Kennedy
• Team Members: Dan Kramer, Ted Folck, Jared Garner, Joni Staten
• Chris’s project involved automating SCADA for real-time monitoring of pressure, flow, and valve positions in the Dilution Water System. This aims to reduce three to four annual tertiary water distribution issues, which average $120,000 per year in polymer and cleanup costs.
• Benefits: The cost for the automation improvements is $84,000. Based on $120,000/year identified in the problem statement, this project has a payback within one year. Savings in the first year is $36,000.
• Lonnies’s project successfully implemented a monitoring system to reduce alignment failures in the primary clarifiers at the Belmont Advanced Wastewater Treatment Plant. The system provides real-time alerts and shuts down the clarifiers when misalignment is detected. The project involved several key steps, including researching and finding a solution to monitor the drags, obtaining quotes on necessary equipment, installing the equipment, and monitoring the system to set proper limits and verify cost savings.
• Benefits: Reduced alignment failures in the primary clarifiers, saving up to 150 days of downtime and approximately $200,000 annually in repair costs and additional fuel consumption.
Residential Private Sewer Transfer Process
• Project Leader: Lauren Toppen (Legal)
• Executive Sponsors: Jeff Willman, Roger Hanas
• Team Members: Christina Bowers, Derek Sutton, Bill Price, Laura O’Brien
• Lauren’s project focused on the transfer of private residential sewer mains to public ownership by Citizens. The project involves identifying private mains using the existing GIS system, conducting legal analysis, and establishing a process to acquire mains located in the right-of-way. The team created templates for notifying customers and conducted pilot projects on Layman Avenue, successfully reclassifying private mains to Citizens-owned mains. The project aimed to alleviate the burden of sewer maintenance from residential customers and ensure a proactive approach to managing private sewers.
• Benefits: Reducing the maintenance burden on residential customers and enabling Citizens to maintain its vision of providing unparalleled utility service while ensuring safety. Additionally, it helps fill gaps in the system and creates administrative efficiencies.
Property Records Annual Budgeting
• Project Leader: Ann Shutters (Accounting)
• Executive Sponsor: Camela Johnson
• Team Member: Courtney Trickle
• Ann’s project successfully streamlined the annual budgeting process for depreciation, property tax, and capitalized interest. Additionally, the project retired the capitalized interest budget file and removed redundant data entry, significantly improving efficiency.
• Benefits: Significant time savings and improved accuracy. For example, consolidating 28 files into one saved more than eight hours of data manipulation and analysis, and the time required to complete certain tasks was reduced from 10 days to five days.
Professional Services Rates
• Project Leader: Alex Burnt (Supply Chain)
• Executive Sponsor: Kris Lang, Becky Schaefer
• Alex’s project successfully established a centralized rate management system for Professional Services suppliers. This included creating a master Excel file to track supplier rates, developing a standardized outreach template, and implementing a Microsoft Power Automate flow to manage rate expirations. The project also involved training the Supply Chain team and creating a standard operating procedure for long-term success.
• Benefits: Streamlined communication and a significant reduction in time spent locating rates, estimated at 20 hours per month. Additionally, 95 percent of supplier rates are now up to date and being tracked effectively.
Lead Service Line Contractor Field Safety Tracking
• Samantha’s project developed the LSLR Field Assessment App to help onsite inspectors report lead service line replacement activities. The app features 28 questions covering water standards, safety protocols, and closeout procedures, with responses sent directly to SharePoint for real-time review by office staff. Implemented in February 2025, the app has proven effective in identifying field issues, providing detailed replacement data, and supporting thorough documentation. It has enhanced transparency, centralized reporting, and allowed field issues to be monitored and addressed efficiently.
• Benefits: The app has significantly strengthened contractor accountability by providing a centralized, trackable system for daily reporting. This process ensures contractors are held responsible for their work quality and adherence to standards, streamlining oversight, enhancing compliance, and driving continuous improvement.
ADVANCED YELLOW BELT
SBR (Sequence Batch Reactor) DO (Dissolved Oxygen) and Nitrificiation
• Project Leader: Paul Stultz (Westfield Operations)
Executive Sponsor: Ed Bukovac
Team Members: Fred Hedges, Danny Powers
• Paul’s project implemented several modifications to improve the aeration process at the Westfield Wastewater Treatment Plant and ensure compliance with the manufacturer's warranty on new blowers. The solution involved adjusting the aeration setup to optimize the blower operations at the plant.
• Benefits: The blowers are now started only four to five times every two hours, down from five to six times per every hour. The benefit of the new dissolved oxygen mode time structure is the reduced number of starts on the blower that meet the guidelines for the warranty.
• Team Members: Tony Isenberger, Ryan Redman, Josh Byrnes, Steve Bacon, Donnie Vaughn, Breann Cooper
• Greg’s project successfully streamlined the process of entering groundwater data into the HachWIMS database. Operators began entering data daily, which added only two to three minutes to their routine but eliminated the need for the Supervisor to enter data, allowing for real-time monitoring of plant performance and better tracking of chemical inventory. Additionally, the project improved overall efficiency by reducing the need for phone calls and unnecessary data lines.
• Benefits: Approximately 2.5 hours were saved weekly by reducing the time required for data entry and eliminating the need for the Supervisor to complete this task. Additionally, it enabled real-time monitoring of plant performance and improved tracking of chemical inventory and deliveries
• Ted’s project focused on improving the efficiency of sludge trucking at the Belmont Advanced Wastewater Treatment Plant. The project involved accurately calibrating the solids meters, which increased the throughput of the centrifuges. The project also included trials to optimize the loading process, resulting in a significant reduction in the time required to load trucks.
• Benefits: Increased sludge trucking capacity to more than six dry tons per hour, enabling the shipment of at least 60 dry tons of sewage sludge per day. Additionally, the accurate calibration of the solids meters allows the plant to operate fewer centrifuges when fewer incinerators are running, reducing electrical costs.
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. 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.
• Effluent Filter Efficiency – Dan Kramer (Wastewater Operations)
• Thermal FAC Hedging Calculation – Jonathan Miller (Gas Supply)
• Consolidated Annual Budget Input – Camela Johnson (Accounting)
• Data Inputs on Westfield Gas GCA Schedules – Jackie Hoang (Regulatory)
• Removing HOBs from Abandoned Services – Maria Garavaglia (Energy Distribution Engineering)
• Dissolved Oxygen Setpoint – Pete Corsaro (Wastewater Operations)
• Large Customer Water Quality Portal – Matt Gozun (Water Quality)
• High-Risk Driver Program – Darren Baker (Health and Safety)
• Optimize Polymer Feed System – Tony Isenberger (Water Production)
• Private Fire Protection Fees – Krista Sinclair (Underground Engineering & Construction)
• Valve Testing Application – Mike Elliott (Water Distribution)
• Contingent Workers in EBS – Stacy Caldwell (Information Technology)
• Replace CL-17 with Total Chlorine Analyzer Probe – Stephen Botkin (Thermal)
• Ammonia Conversion Ford Rd - Tony Isenberger (Water Production)
In Memoriam
Foist on September 2, 2025. Lyle retired on September 1, 1993 , after 23 years of service.
Robert W. Loutt on September 19, 2025. Robert retired on June 1, 2018 , after 39 years of service. Kurt Pauker on August 8, 2025. Kurt retired on August 1, 2001, after 31 years of service.
