Issuu

Volume 88, Issue 5

September/October 2026

Mady Jones Receives Healthy Citizen Award TRUSTEES

Dennis E. Bland, President Brian Williams, Vice President Mel Raines, Secretary Carole Casto Jamie Merisotis

DIRECTORS

Maria M. Quintana, Chair Jeffrey Good, Vice Chair Christia Hicks, Treasurer Daniel C. Appel, Secretary Tracy E. Barnes J.A. Lacy Adam Reuille Eric Scroggins Nichole C. Wilson

OPERATING MANAGEMENT Jeffrey A. Harrison

President & Chief Executive Officer

Craig Jackson

Senior Vice President & Chief Financial Officer

Sabine Karner

Vice President & Controller

Abed Darwish

Vice President Information Technology

Joseph M. Perkins, Jr.

Senior Vice President & General Counsel

Joseph Sutherland

Vice President Regulatory & External Affairs

Jodi Whitney

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:

Mady Jones, Distribution Dispatcher, has been recognized with the Healthy Citizen Award for her incredible commitment to health and wellness. Mady makes movement a daily priority, exercising for at least 30 minutes each day, running a minimum of three 5ks each week, and incorporating strength training into her routine. She also focuses on balanced, nutritious meals and encourages those around her to make healthier choices. Mady doesn’t just practice wellness—she inspires it. Her coworkers describe her as energetic, positive, and always active, noting that she leads by example and encourages others to prioritize their physical, mental, emotional, and spiritual well-being. Whether she’s sharing healthy meals, completing a long-distance run, or even showing off her cartwheel skills, Mady brings enthusiasm and positivity to everything she does. Her next challenge? Training for and completing the Carmel Half Marathon (13.1 miles) next year. Congratulations, Mady, on earning a much-deserved Healthy Citizen Award and inspiring all of us to keep moving, stay positive, and prioritize our well-being! 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

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 and is distributed to the company’s employees and retireesas well as to other interested parties upon request. Ideas, comments, or suggestions from readers on how this publication might better serve you can be emailed to Internal Communication Lead Adam Lowe at alowe@ citizensenergygroup.com.

ON THE COVER

Citizens Energy Group celebrates the second annual Summer Bash for the Warm Heart Warm Home Foundation.

Editor:

Adam Lowe

Contributors:

Ben Easley Susan Harris Melissa Hehmann Bana Sharba Payton Staman Staci Turner Terri Zaichek

Graphic Arts:

Wayne Stohs Joel Bustamante

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Scan this QR code to submit your nomination

MARK YOUR CALENDARS Other Important Dates November is National Adoption Month November is Native American Heritage Month Dia de los Muertos November 1 and 2 Open Enrollment November 2-13 Veterans Luncheon • November 4 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 Wednesday, November 4 at the American Legion Post 64 from 11:30 a.m. to 1:00 p.m. Our event will focus on veterans helping veterans. Each attendee is encouraged (but not required) to bring a can of shaving cream or canned soup/chili to help fill the Helping Veterans and Families (HVAF) Food Pantry. HVAF will also be giving an update after the devasting fire on their property two years ago. We will also have a special announcement regarding the board of directors of HVAF. For More Information, Email Shannon Frederick: sfrederick@citizensenergygroup.com

Veterans Day November 11 Citizens Holiday: Thanksgiving November 26 Citizens Holiday: Day after Thanksgiving November 27 United Way Week of Caring November 30 – December 4 Hanukkah December 5-12 Employee Well Points Deadline December 18 Citizens Holiday: Christmas Day December 25

SUPPORTING THE WARM HEART WARM HOME FOUNDATION™

The White River Cup • November 5 Our annual fundraiser benefiting the Warm Heart Warm Home Foundation™, now known as the White River Cup, will be held at Back 9 Golf & Entertainment near the banks of the White River. 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 making 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.

SAVE THE DATE

December 8, 5:30 p.m. - 9:00 p.m. Yuletide Celebration with the Indianapolis Symphony Orchestra

For More Information, Email Shannon Frederick: sfrederick@citizensenergygroup.com Engauge - September/October 2026

TEAMWORK IN

ACTION How Citizens and Central Indiana Responded to Historic Flooding in 2026

When historic flooding along the White River struck Central Indiana neighborhoods this past August, Citizens Energy Group, along with our Indianapolis customers and community partners, faced a watery challenge unlike any the region had experienced in more than a century. As rivers and streams rose, neighborhoods flooded, and critical infrastructure came under threat, employees across the Trust mobilized with a singular goal: protect public safety, maintain essential utility services, and support the communities that depend on them. The response demonstrated what emergency preparedness looks like when it is backed by planning, investment, and a culture of collaboration. Long before the floodwaters arrived, the Citizens water, wastewater, natural gas, and thermal energy operations teams had emergency response plans in place that are designed to preserve reliable service during severe events. Those preparations proved invaluable when hazardous conditions escalated across the region. 4

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One of the most significant operational decisions occurred within Water Operations. As flood conditions threatened facilities along the White River, the team proactively shut down the intake at the White River North Water Treatment Plant and shifted operations to the 30th Street intake. As President & CEO Jeffrey Harrison noted in this year’s State of the Trust remarks, that decision helped prevent damage to electrical equipment that could have resulted in months of operational interruption and costly repairs. At the same time, previous investments in system redundancy and resiliency allowed Citizens to continue providing safe, reliable water service without widespread outages to customers. Across the organization, teams pivoted quickly to meet evolving needs. Wastewater Collections, Gas Operations, and Capital Programs & Engineering personnel assessed damaged infrastructure, mitigated risks associated with exposed utility assets, and safeguarded critical systems threatened by fastmoving water. Wastewater treatment personnel prepared facilities for dramatically increased flows, while Dispatch and the Contact Center managed heightened customer demand and ensured information moved efficiently both internally and externally.

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Equally important was the spirit of collaboration that emerged throughout the event. Internally, employees from numerous departments coordinated around the clock to support operational priorities. Externally, Citizens worked alongside emergency responders, municipalities, and community partners to provide up-to-date information among various teams working to address immediate threats, protect public infrastructure, and support our neighbors and communities. Citizens continues working with agencies such as Indy DPW in their efforts to rebuild our city’s infrastructure. Among the most notable examples was a regional effort involving Citizens, Indy DPW, and the City of Carmel. Sandbags previously used to protect the Rocky Ripple neighborhood were transported and redeployed to Carmel, where they helped create a protective barrier along Blue Woods Creek and reduce the risk of failure of a critical sewer main. Previously during the high waters along the White River, the Carmel Fire Department had assisted a Citizens electrician in safely reaching the White River North Water Treatment Plant to restore an intake structure after the temporary facility interruption. These partnerships highlight how communities can maximize resources and respond more effectively when they work together. Remaining community focused during this kind of natural disaster is at the heart of the Citizens vision, and our teams worked to put into action our empathy for neighborhoods such as Rocky Ripple, Ravenswood, and communities in Carmel, while encouraging support for recovery efforts and local relief organizations. Following the flood, Citizens has financially supported the broader community recovery initiatives. Through Warm Heart Warm Home Foundation™, Citizens provided crisis flood utility assistance to customers directly affected by the August 2026 flooding. We also financially supported the Glendale Christian Church that has served as the hub of support for residents of Rocky Ripple and Ravenswood as well as the Friends of the White River Rapid Flood Response’s dedicated fund to provide direct aid to hard-hit Central Indiana river communities like Ravenswood and Rocky Ripple. 100% of all donations directly support families and neighbors in need with ongoing clean-up efforts and flood-related expenses. Ultimately, the flooding response served as a powerful reminder of the Public Charitable Trust mission. By combining operational excellence, long-term infrastructure investments, strong partnerships, and commitment to customers and community, Citizens demonstrated the resilience that has defined the organization for generations. As Central Indiana continues to recover, the event stands as an example of how preparation, teamwork, and service can help a community weather even its most difficult moments. 6

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IEA Executive Director Danielle McGrath, Edwin J. Simcox, Shannon Stahley, and Citizens Senior Vice President & General Counsel Joe Perkins at the IEA conference in September

The Indiana Energy Association (IEA) presented Director of Corporate & Public Affairs Shannon Stahley with the Edwin J. Simcox Distinguished Service Award at the group’s conference in late September. Citizens is a member of the IEA, which is a trade association that represents Indiana’s investor-owned electric utilities and local distribution natural gas companies. Citizens President & Chief Executive Officer Jeffrey Harrison and Senior Vice President & General Counsel Joe Perkins serve on the organization’s board. IEA annually recognizes utilities and individuals for extraordinary service to the IEA. The Edwin J. Simcox Distinguished Service Award is named for the President Emeritus of the IEA who served in the role for 28 years and, through his work, advanced the industry on many fronts. Simcox’s work always focused on advancing all IEA members, never at the expense of any one member. He led the association in an exemplary manner, creating a strong, well-balanced energy policy for Indiana. Stahley was recognized with the Edwin J. Simcox Distinguished Service Award for steering crucial efforts in low-income energy assistance as the leader of the IEA Low-Income Home Energy Assistance Program (LIHEAP) Working Group. In this role, she seamlessly coordinates initiatives among member utilities and serves as a vital bridge with the Indiana Housing and Community Development Authority (IHCDA). Her dedication ensures that critical assistance programs run effectively to support energy customers across Indiana. Stahley has spent her entire career at Citizens and has served as Director of Corporate & Public Affairs since March 2023. She is also President of Citizens Warm Heart Warm Home Foundation™.

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P I H S N R E T N I R E M M SU 2026

RECAP

By Bana Sharba Summer 2026 Corporate & Public Affairs Intern This summer, Citizens Energy Group welcomed 18 student interns for an opportunity to further their professional careers and hone their skills. Zoya Barker, Culture and Inclusion Specialist, and Justin Burnett, Supervisor AMR and Meter Shop, put together a robust program that gave interns opportunities to tour facilities, learn about each department, and gain a deeper understanding of the Trust. Interns share their stories:

Myles Edwards is a student at Purdue University Fort Wayne studying Computer Science. During his internship in Program and Technical Services, his favorite project was working with As-Built plans to investigate blueprint documents. Myles said, “Since my first day at Citizens, they’ve voiced not only the importance of helping the community of Indianapolis but also being a helping hand at work.” Nicholas “Nick” Berry is a student at Indiana University Bloomington studying Informatics and Cybersecurity. During his time with the IT Support Center, his favorite project was deploying zebra tablets to field workers to increase efficiency. Reflecting on what he learned, Nick said, “I have grown my network and have connected with people that will help me grow my career.” Gavin Rader is a student at Indiana State University studying Insurance & Risk Management. During his internship in Treasury & Financial Services, his favorite project was working on auto liability root cause of loss analysis, where he leveraged dash cam data to help reduce auto claims. Gavin said, “I was able to see how each department works with each other to bring affordable and reliable services to the community.” Bella Winkler is a student at Purdue University studying Mechanical Engineering. Working in Thermal Engineering, her favorite project was updating plant drawings by using AutoCAD for the first time. Bella said, “I’ve gained significant technical knowledge relating to steam generation systems, plant engineering, and steam distribution projects.” Andrew Cebalo is a student at Purdue University studying Electrical Engineering. As the Plant Engineering intern, his favorite project was drawing CAD models of the MCC’s at Belmont. Andrew said, “I’ve learned many new things about the water infrastructure of the area and the resources it takes to provide safe, clean water to the people of Indianapolis.” Everoll Royal-Dixon is a student at Purdue University Fort Wayne studying Mechanical Engineering Technology. Returning to Underground Engineering & Construction, his favorite project was designing landscapes and using new technology to help visualize the project area. Everoll said, “I’ve learned about the importance of collaboration and seeking advice not only to complete a task but to grow yourself.” Luke Gaston is a student at Rose-Hulman Institute of Technology studying Mechanical Engineering. Working with Underground Engineering & Construction, his favorite project was developing automation scripts for processing customer data for the Lead Service Line Replacement Program. Luke said, “Meeting so many people has given me great insights into what goals I want to have post-graduation.” 8

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Benjamin “Benji” Levitin is a student at Case Western Reserve University pursuing a Juris Doctor. Working in the Legal Department, his favorite project was reviewing supply chain agreements as contract review and drafting. Benji said, “I have gained a strong understanding of utility law and how the legal and regulatory requirements affect the operations of the business.” Blae Htoo is a student at Butler University studying Business Technology & Economics. Interning in Program and Technical Services, his favorite project was performing water and gas disconnects data analysis. Blae said, “I had the opportunity to observe and learn how Citizens operates, giving me a valuable insight into the utility sector.” Carter Hartman is a student at Indiana University Bloomington studying Accounting and Finance. As the Accounting intern, his favorite project to work on was Month End Close duties because he could easily see the impact of his work. Carter said, “I have learned a lot about the day-to-day of corporate accounting lifestyle.” Lauren Gatewood is a student at Bethel University studying Chemistry. As the Environmental Stewardship intern, her favorite project was helping lab analysts in their drinking water and wastewater tests. Lauren says, “From day one, I felt welcomed, supported, and appreciated, which allowed me to grow personally and as an intern.” Bana Sharba is a student at Indiana University Bloomington studying Psychology and Media. As the Corporate & Public Affairs intern, her favorite project was setting up the auction site for the Summer Bash. Bana says, “Citizens has taught me the importance of doing meaningful work that gives back to your community.” Kaitlyn Lalley is a student at Purdue University studying Chemical Engineering. As the Plant Engineering intern, her favorite project to work on was evaluating whether the Belmont Advanced Wastewater Treatment Plant should convert from chemical to UV disinfection. Kaitlyn said, “I learned that the best way to grow is to ask questions.” Shepard Allen is a student at Purdue University studying Mechanical Engineering. Working with Thermal, his favorite project to work on was coordinating with vendors to get repairs done on boiler 12. Shepard said, “From my experience at Citizens, I have learned how to communicate better.” Logan Ream is a student at Indiana State University studying Engineering. Working with the Underground Storage department, his favorite project was working to solve the amine foaming issue occurring in stations. Logan said, “I learned that there are many opportunities to grow professionally if you’re simply willing to take the initiative.” Madison Shields, intern for Human Resources; Ian Kolbus, intern for Underground Engineering and Construction; and Fionn De Staic, intern for Energy Distribution Engineering, were also part of the program.

Corporate Challenge

National Intern Day

On June 26, interns had the opportunity to connect with their local community at the Indiana Sports Corp Corporate Challenge. Hosted at the Indianapolis Motor Speedway, this event brought together companies from all over Indianapolis to compete in friendly competition and participate in wellness events. Bella Winkler, Thermal Engineering Intern, said, “It was a great opportunity for the interns to bond and get to know each other better, and it was such a fun day in general.”

On National Intern Day, interns came together to give back through a service event benefiting Coburn Place, a local safe housing facility for survivors of domestic violence. As part of the effort, they also participated in a friendly donation drive competition. Interns and their departments were challenged to collect essential household items, including toilet paper, trash bags, paper towels, and laundry detergent. These donations help keep Coburn Place’s pantry stocked with the everyday necessities residents need most. Engauge - September/October 2026

WARM HEART WARM HOME

BEATS THE SUMMER HEAT

On July 23, Citizens Energy Group held its second annual Warm Heart Warm Home Summer Bash. Celebrating the namesake foundation, the event focused on raising awareness, building connections, and inspiring action. With more than 150 employees in attendance, the event included a charity cornhole tournament, a dunk tank featuring Citizens leadership, a silent auction, an ice cream truck, and a DJ. New in 2026, Citizens hosted a charity bake sale and its own hot dog cart for lunch, and guests from Indy Jazz Fest livened up the event with a New Orleans-style performance. By the end of the day, employees raised more than $17,000 in net revenue to donate to the Warm Heart Warm Home Foundation™. Leo Sparks, Technical Specialist VI, oversaw the planning and coordination of the event. “Our second annual Summer Bash brought Citizens employees together for a day of fun, camaraderie, and celebration while highlighting the important work of our company’s Warm Heart Warm Home Foundation™. A special thank-you to the Fundraising Team for their dedication, hard work, and countless hours spent making this memorable event a success.” Without essential utilities like drinking water, wastewater 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 of Central Indiana and designate their donation to go to the Warm Heart Warm Home Foundation™. The event will coincide with Giving Tuesday. 10 Engauge - September/October 2026

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CITIZENS FOR GOOD

Paul Riggins Giving Tree Returns in December The Paul Riggins Giving Tree Program is supporting Gleaners Food Bank again this year and kicks off on December 14. The Citizens Energy Group Fundraising Team, which organizes the program each year, is challenging employees to raise $4,100 by January 15 through a virtual food drive. To contribute to the food drive, starting on December 14, visit https://give.gleaners.org/Citizens. (Feel free to invite your friends and family to contribute by sharing the link with them!) Every $1 Gleaners receives can be turned into up to six meals for those in need. In the past five years, we raised $24,000—enough to fund nearly 185,000 meals. Families are provided with fresh, healthy produce, protein-rich meats and dairy, as well as shelf-stable items. We are continuing to request financial donations, allowing us to go back to the roots of the Paul Riggins Giving Tree Program—providing support for those who need it the most. Ten days before Christmas in 1992, Paul Riggins, (seen in picture at right) who worked for Citizens as a machinist for 47 years, taped a $5 bill to the outline of a Christmas tree on the wall of the facility where he worked. Expecting that someone would take it, he vowed to give it to charity if it remained at the end of the week. To Riggins’ surprise, his coworkers began taping $1, $5, $10, $20, and even $50 bills to the wall to be given to charity. In the spirit of the original Paul Riggins Tree, wooden trees will be displayed across the company (see bottom picture) with QR codes directing employees to the fundraiser website. Trees will be at the following locations: • Langsdale 1A outside ATI’s office • White River Water Treatment Plant by the front door • Belmont Advanced Wastewater Treatment Plant outside the storeroom counter in the maintenance building • Perry K in the Admin area by Nick Kuntz’s office If you prefer to donate cash, please contact Joseph Ko, Senior Accountant, to arrange an online donation on your behalf. Gleaners is also seeking volunteers. If you’re interested in learning about available opportunities, visit https://gleaners.volunteerhub.com

Citizens Continues to Build Homes with Habitat for Humanity For the seventh consecutive year, Citizens Energy Group employees proudly partnered with Habitat for Humanity of Greater Indianapolis to support local families through a Habitat Build Day. This year’s Build Day took place at the Devon Creek development, Habitat’s newest neighborhood initiative and one of its most ambitious community projects to date. During the Build Day, volunteers assisted with a variety of interior finishing tasks, including installing window blinds, door hardware, closet systems, bathroom accessories, mirrors, and other household fixtures. These final touches help prepare homes for future homeowners and bring each house one step closer to move-in readiness. Habitat for Humanity works alongside families to create affordable homeownership opportunities, helping build strength, stability, and self-reliance through safe and affordable housing. Future homeowners invest significant time through educational programs and sweat equity while contributing to the construction of their homes and communities. The Devon Creek development represents a unique approach for Habitat for Humanity of Greater Indianapolis. Rather than constructing individual homes throughout the city, Habitat is building an entire 10-home neighborhood designed to create lasting community connections and increase access to affordable homeownership opportunities. Citizens employees were honored to contribute to this meaningful effort and help make a positive, lasting impact in our community.

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Reading left to right: • Payton Staman • Justin Burnett • Jacob Love • Paul Johnson • Celia Whisler • Daniel J. Decker • Karla Dominguez • (Not pictured) Omana Madison Russo • Ryan Taylor

Benefits Corner

2027 Benefits Open Enrollment is Coming Soon! When: November 2 through November 13 Happy With Your Current Benefits? If you’re satisfied with your current benefits, no action is required. Your 2026 benefit elections will automatically carry over to 2027 for this year only. Starting November 2, you can log in to bswift at ceg.bswift. com to make your benefit selections.

TIP As we approach the end of the year, review the 2026 Well Points Program to ensure you meet the deadline to receive your 2027 Employer HSA contribution early next year.

TIP Make sure your home address is up to date in Oracle to ensure you receive timely communications.

Citizen Energy Group Recognized by American Heart Association Citizens has earned a Gold Recognition as part of the American Heart Association’s 2026 Well-Being Works Better Scorecard. The purpose of the Well-Being Works Better Scorecard recognition program is to recognize companies meeting criteria predeﬁned by the American Heart Association for efforts to implement quality workforce health and well-being best practices. The American Heart Association has deﬁned best practices for employers to use to build a culture of health and well-being for their workforce. The American Heart Association’s Workforce Well-being Scorecard measures the extent to which the company has implemented those best practices. “We’re honored to be recognized by the American Heart Association’s Well-Being Works Scorecard program. The health and well-being of our employees is one of our top priorities and plays an integral role in our strategic goal of positioning Citizens as an employer of choice,” shared Jodi Whitney, Vice President Human Resources & Chief People Officer.

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ican Heart Assoc es or enterprises iation’s recom from other organ mended practi izations. ces in workforce health and well-b eing.

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.

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Benefits Corner

Benefits at Your Fingertips! Stay connected to your benefits anytime, anywhere by downloading the apps below on your smartphone or tablet. These tools make it easy to access plan information, manage your accounts, track claims, and more.

Benefit

Website

App Sydney Health

Medical (Anthem)

www.anthem.com

Bswift Benefits Enrollment and Updates (Bswift)

ceg.bswift.com

Highlights • 24/7 telehealth services, including urgent care, behavioral health, dermatology, and more • Digital ID card • Cost Estimator • Claims, deductible, and coverage information • Review current benefit elections • Complete Open Enrollment and Qualifying Life Event changes • Update HSA contributions • Review and update life insurance and pension beneficiaries

Delta Dental Dental (Delta Dental)

• Digital ID card • Cost Estimator • Claims and deductible information

www.deltadentalin.com

Fidelity 401(k) Plan (Fidelity)

• Manage contributions • Review and update investment elections • Review and update beneficiaries

www.netbenefits.com

Lively HSA/FSA (Lively)

www.livelyme.com

• • • • • •

Review balances and transactions HSA investing tools HSA/FSA online store Manage debit cards Upload receipts and request reimbursements Review and update beneficiaries

Guardian Life, Critical Illness and Accident Insurance (Guardian)

• View current coverage • Submit and track Critical Illness and Accident claims

www.guardiananytime.com

NorthwindRx Steward Prescription Benefits (Northwind)

https://rx.northwindhealth.com/

Alaveda Wellness Program (Verve)

www.verve.medikeeper.com

VSP Vision

14 Engauge - September/October 2026

www.vsp.com

• • • •

Review medications and refill status Diabetes Clinical Blueprint Program Manage mail-order prescriptions and payments Compare pharmacy costs

• • • •

Participate in wellness challenges Manage Well Points activities Access quarterly webinars Complete your Health Assessment

• Find network providers • Digital ID card • View claims and reimbursement information

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.

Charlie Furr UTILITY SERVICE SPECIALIST

“Thank you for your prompt response and resolution to my emergency gas leak call last week. It was unnerving and your assistance helped remove the fear of a potential harmful situation. My technician was outstanding! Response time was prompt, he was thorough and explained everything that was going on, answered my questions and was friendly! Please celebrate him!!” – Customer Comment

Ebony Taylor SENIOR DISTRIBUTION DISPATCHER

“When I had a time-sensitive question about our storm response this week, Ebony was helpful in explaining to me how our Dispatch crews respond and how they are tracked. She knew exactly what I was asking before I asked it, and she helped me put it into words to explain to others. I was very appreciative that she took the time during a busy week to make sure I had what I needed. Thanks!” – CSA Impression for Know the Business from Ben Easley, Corporate & Public Affairs Coordinator.

Kelly Kay

Ed Buettgen

CUSTOMER SUPPORT ASSOCIATE

SENIOR CATEGORY LEAD

“I’m just posting these 5 stars for a rep that was so sweet … Kelly was thorough, polite, patient and sweet. What no one knew was that I had an emotional/mental breakdown earlier this week and still down, but it was the first time I smiled when I was speaking to her. Good energy is real people, pass it on, you never know what someone is going through.” – Google Review from a Citizens Customer

“Ed’s focused with closing the loop is appreciated. He sticks with an issue until it’s resolved. And he is great at sharing his expertise with others. He is available to answer questions and understands the importance of providing good service internally and externally. Thank you, Ed for all that you do!” – CSA Impression for Close the Loop from Arlene Jeffers, Inventory Operations Manager.

Employee Celebration Scott Griffith, Safety Specialist, completed his training to become a Certified Safety Professional. This certification is considered a “gold standard” in the health and safety industry and represents the highest level of training a safety professional can reach. Scott is the only employee at Citizens Energy Group to have earned this level of certification.

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Quality Corner

CLASS Belt Certifications YELLOW BELT LSLRP Replacement Pothole Corrections • Project Leader: Celia Whisler (Underground Engineering & Construction) ∞ Executive Sponsor: Jeremy Kosegi ∞ Team Members: Sam Anglin • Celia’s project improved how data corrections are tracked for the Lead Service Line Replacement Program (LSLRP) by moving the process into SharePoint. This replaced manual, paper-based tracking with a centralized system that documents correction requests, sends real-time notifications, and keeps inspectors and ESRI editors aligned. The new process also makes recurring errors easier to identify, so training and communication can be targeted to the right people and issues. • Benefits: A reduction in monthly correction cases from 36 to 10, a 72 percent decrease. All cases are now documented, supporting accountability and ongoing process improvement

Celia Whisler

Chemical Disinfection Optimization • Project Leader: Logan Huskey (Wastewater Operations) ∞ Executive Sponsor: Jeff Guinn • Team Members: Dan Kramer, Jason Still, Mike Zielinski, Brad Smaldone, Jason Burton • Logan’s project improved Belmont’s chemical disinfection process by replacing imprecise manual adjustments with automated flow and chemical controls. The new program maintains diversion flow between 5 and 10 million gallons daily (MGD) and automatically adjusts chemical-disinfection setpoints when flow moves outside that range. Filters are also refilled using existing backwash pumps, reducing flow fluctuations and stabilizing flume setpoints. These changes prevent chemical overdosing, reduce human error, and support permit compliance during low-flow conditions. • Benefits: Hypochlorite use fell by 66,155 gallons and bisulfite by 25,494 gallons over 147 days, saving $144,560. Projected net annual savings are $157,448 after accounting for savings from a separate project.

Logan Huskey

Improve Mileage Reporting Accuracy • Project Leader: Luke Long (Shared Field Services) ∞ Executive Sponsor: Justin Redman • Team Members: Lynn Lafara • Luke’s project focused on standardizing mileage reporting across 1,449 routes to eliminate inconsistent and manual entry of route mileage by meter readers. Previously, readers manually recorded mileage per route segment and office staff had to collect, verify, and reconcile submissions, which led to large fluctuations in reported miles, missing entries, and even $0 payouts for some readers. To improve this, the team analyzed three years of historical mileage data using Excel formulas and pivot tables, then selected average route mileage as the standard baseline since Temetra functionality was not available. That standardized mileage was then embedded into the Shiftboard schedule upload so readers no longer report routine mileage and only submit exceptions such as detours or vehicle changes. • Benefits: 36 labor hours are saved per month, or about 432 hours annually, by eliminating routine mileage entry and reducing administrative review work. It also reduces downstream correction work, missing mileage issues, and delayed reimbursement processing.

Luke Long

Utility Coordination Information Intake • Project Leader: Aquil Janwari (Program & Technical Services) ∞ Executive Sponsor: Andy Lutz ∞ Team Members: John Meehan, D’Mon Williams • Aquil’s project improved the Utility Coordination intake process by replacing email-based requests and manual Doc Set creation with a standardized online form. The form validates required information and attachments, automatically creates the Doc Set, and notifies the shared mailbox for final quality review. This reduces duplicate data entry, incomplete submissions, and delays before reviews begin. • Benefits: Average setup time decreased from 16 to 5 minutes—a 69 percent reduction. At 33 projects per month, this saves approximately 363 minutes monthly or 72 hours annually.

16 Engauge - September/October 2026

Quality Corner

ADVANCED YELLOW BELT Improve Inaccessible Manhole Covers Process • Project Leader: Dwight Bunton (Wastewater Collections) ∞ Executive Sponsor: Joe Nagy • Team Members: Kevin Hackett • Dwight’s project improved the process for managing inaccessible or unlocatable manholes. It created a standardized tracking report in Excel, added astandarized operation procedure (SOP) for consistent handling, and clarified when Engineer I reviews inspection data and assigns work orders. Recurring stakeholder meetings were also added to monitor contractor progress, address delays, and keep work moving through completion. The workflow was streamlined by removing redundant steps, which made the process more consistent and easier to manage. • Benefits: The new process also reduced backlog and rework, improved follow-up on overdue items, and supported better CMOM performance by increasing the number of wastewater structures that can be inspected.

Dwight Bunton

Improve Capital Projection Reporting • Project Leader: Andy Lutz (Program & Technical Services) ∞ Executive Sponsor: Sara Mamuska-Morris • Team Members: Adrienne Council • Andy’s project improved capital projection accuracy by giving project managers better tools, training, and visibility into their data. A rolling 12-month projection format and Power BI dashboards helped project managers review variances, update projections, and make corrections before reports were finalized. Quarterly refresher training, projection curve guidance, and monthly CapEx meetings helped standardize the process and move teams away from less accurate linear forecasting. • Benefits: First-quarter fiscal year projection variances were brought within the target of +/-10 percent, compared with prior variances that could be as high as 40 percent over budget. This improved budgeting, financial planning, and Treasury’s ability to plan funding needs. Tracking Gas Evidence and Storage • Project Leader: John Scott (Gas Transmission & Distribution) ∞ Executive Sponsor: Ben Warren ∞ Team Member: John Eddington • John’s project cleared out the evidence locker of outdated material through a 6S event and reorganized with labeled storage areas. Badge access, chain-of-custody controls, and standardized intake and removal procedures were introduced. Legal and Gas Operations now conduct quarterly reviews, supported by a new standard operating procedure (SOP), process map, and manager training. • Benefits: More than 750 obsolete items were removed, creating space and making evidence easier to locate. The process also ensures evidence is retained only until payment, litigation resolution, or the statute-of-limitations deadline. Improve Miscellaneous Deposit Process • Project Leader: Debra Scott (Accounting) ∞ Executive Sponsors: Phil Zbojniewicz and Jennifer Bailey • Team Member: Sarah Kidwell, James No, Jason Howard, Joseph Ko, Patience Bako, Kim Mitchell • Debra’s project standardized how miscellaneous checks and federal wires move between Treasury and Accounting by clarifying ownership, documenting handoffs, and establishing a business-unit contact matrix and documentation checklist. Weekly and month-end reviews, issue logging, aging and exception tracking, escalation deadlines, and management monitoring were implemented to resolve problems earlier. Supporting records were retained consistently, and the white-ticket submission process was reimplemented to ensure coding information accompanies miscellaneous checks. These changes reduced rework and improved accountability, coding accuracy, communication, and audit readiness. • Benefits: Accounting research time decreased from approximately 80 hours per month to 2–11 hours. The project also reduced unreconciled and aged items, improved coding accuracy and timeliness, decreased month-end delays, and strengthened documentation and audit readiness.

Engauge - September/October 2026

Quality Corner

TW Moses Filter • Project Leader: Doug Payton (Water Production) ∞ Executive Sponsors: Chris Kennedy and Steve Berube ∞ Team Member: Chris Barron, Harry Harris, Tony Isenberger, Steven Richmond, Corey Daniels, Tony Traylor, Alton Cole, Travis Conway, William Jones, Erica Duncan, Michael Watson • Doug’s project improved filter performance by identifying that the clogging was caused by biological material, specifically diatombased algae, rather than carbonate scaling or equipment failure. This was determined through an acid test on filter media samples, lab confirmation of biological origin, and iterative cleaning trials using chlorination and mechanical agitation. Multiple mitigation approaches were evaluated, including vendor cleaning services and media replacement, but the team ultimately developed and validated an effective in-house cleaning method combining sterilization, high-pressure agitation, and adjusted backwash procedures. After implementation, the remaining biological material was fully detached and removed during backwashing, and process controls were updated to reduce future diatom intrusion by improving upstream treatment and monitoring. • Benefits: A 75 percent reduction in backwashing frequency, dropping from 28 to 7 cycles per week, and reduced water usage from approximately 5.6 million gallons to 1.4 million gallons per week. Operator labor was reduced from 14 hours to 3.5 hours per week, equating to 546 hours saved annually, along with significant reductions in treated water waste and operational workload.

Recently Completed Just Do It (JDI) Projects Just Do It projects are a great way to continuously improve a process when the solution is already known. This does not mean the project has to be quick or simple; it just does not go through the DMAIC process. Just Do It projects can still make a big impact on efficiency and savings. All completed Just Do It projects can be found on Quality’s CI Activities and Completed Projects page. • Improve Gravity Thickening Tank Overflow Sampling – Peter Corsaro (Wastewater Operations) • Adding HOB for New Gas Service Installs – Maria Garavaglia (Energy Distribution Engineering) • Increase Crane Certification Percent Passing – Scott Griffith (Health and Safety) • Improve Process for Cleaning VacTruck Dump Station – Danny Powers (Westfield) • Improve Tap Inspection Forms Process – Madison England (Water Distribution) • Digital Restoration Tickets – Jose Gamez (Energy Distribution Engineering) • Streamlining Claims Packet Submission – Jennifer Bailey (Treasury) • Tracking Backflow Device Removal Inspection Request – Kari Maxwell (Environmental Stewardship) • Underground Incident Reporting – Tim Ulmansiek (Water Distribution)

NEW EMPLOYEES Kinza Abbas

Terriyana Gay

Wisdom Korrie

Wastewater

Corporate Support Services

Adam Abdurrahim

David Gilliam

Michael Krane

Corporate Support Services

Wastewater

Jayion Adams

Jamin Gladden

Corporate Support Services

Jeffrey Allen

Wastewater

Noah Harrison

Wastewater

Corporate Support Services

Kevin Arney

Carter Hammond

Water

Gas

Quentin Bland

Antonio Highbaugh

Corporate Support Services

Wastewater

Phillip Miller II

Steam

Corporate Support Services

Jacob Krevda

Cade Morton

Edward Lacey

Michael Parker Sr.

Corporate Support Services Corporate Support Services

Daylyn Lee

Corporate Support Services

Nicole Lindsey

Corporate Support Services

Wastewater

Tre Parks

Corporate Support Services

Sunil Peddi

Rob Seger

Corporate Support Services

Miracle Thompson

Corporate Support Services

Shyri Thompson

Corporate Support Services

Dylan Troglen

Corporate Support Services

Grant Werner

Corporate Support Services

Todd Piltz

Dana Williams

Lucas Dewey

Andrew James

Riley Manion

Gavin Reners

Kevin Wood

Corporate Support Services

Justin Drane-Johnson

Corporate Support Services

Tanisha Edwards

Corporate Support Services

Brandon Frye Water

Corporate Support Services

Briana Jones

Biak Lo

Wastewater

Markus Smith

Corporate Support Services

Alexyss Cox

Allison Hinen

Monte McCarroll

Corporate Support Services

Rocio Martinez

Corporate Support Services

Lonna Jones

Dustin Mayo

Corporate Support Services

Jaylee Kent

Corporate Support Services

18 Engauge - September/October 2026

Water

Aidan Robinson

Corporate Support Services

Yvette Robinson

Wastewater

Corporate Support Services

Rachel Mazyck

Theodore Rodgers

Wastewater

Corporate Support Services

Kyle Wooden

Corporate Support Services

SERVICE AWARDS September

Paul Mckain

Herbert Neel 45 Years Thermal

Donald Mccann

35 Years Corporate Support Services

Timothy Hunter

Sabine Karner

Julie Summers

Eric Duncan

Rogelio Partida

45 Years Gas

25 Years Corporate Support Services

Ladarrell Mix

25 Years Corporate Support Services

Jeremy Kosegi

30 Years Thermal

20 Years Gas

John Meehan

20 Years Gas

Jamie Schultz

15 Years Corporate Support Services

10 Years Corporate Support Services

Samantha Anglin

Haeli Downs

Craig Jackson

Carrie Vaden

5 Years Corporate Support Services

In Memoriam We are saddened to report the recent passing of four retirees. Ricky Dale Arnold on October 17, 2026. Ricky retired on September 30, 2001, after 33 years of service . John Farris on September 3, 2026. John retired on February 1, 1998, after 34 years of service. Dale Maar on August 11, 2026. Dale retired on September 30, 2001, after 36 years of service. Steven Nolley on August 17, 2026. Steven retired on June 1, 2008, after 28 years of service.

Engauge - September/October 2026 19

2020 North Meridian Street Indianapolis, Indiana 46202

SERVICE AWARDS October

Carla Baber

35 Years Corporate Support Services

Allen Barker

35 Years Corporate Support Services

Michelle Dinkins

35 Years Corporate Support Services

Durand Barnett

James Bennett

Josh Fanning

Scott Herring

Michael Holmes

Jeffrey Velikan

Dennis Peckinpaugh

25 Years Gas

25 Years Corporate Support Services

Michael Twyman

Brian Tyler

Jamie Burks

Paul Bell

Tim Gerardot

Richard Newell

Damon Taylor 10 Years Water

5 Years Corporate Support Services

Josh Glyn

Gail Paschall

Brandon Thomas

TaNasia Wilson

25 Years Gas

10 Years Corporate Support Services

5 Years Corporate Support Services

20 Years Thermal

5 Years Corporate Support Services

15 Years Corporate Support Services

Jason Clark

5 Years Water

10 Years Corporate Support Services

Jacob Cline

5 Years Corporate Support Services

10 Years Corporate Support Services

Charles Earl

5 Years Corporate Support Services