As a provider of vital utility services, Citizens Energy Group responded quickly to the coronavirus pandemic.
The company continues to take many actions to ensure the safety of customers and employees:
- Corporate Affairs, Information Technology, and Digital Engagement are working together to create both external and internal website material to keep employees and customers informed of our ongoing response to the pandemic.
- Employees are reminded to continue checking the iTrust COVID-19 site for the latest updates. It can be found by clicking the COVID-19 image on the top right of the iTrust home page.
- The Corporate Affairs team is working closely with HR, the Contact Center, and field employees to draft and update scripts in order to provide accurate information and consistently answer customers’ questions.
- Field employees are being provided with additional personal protective equipment and are reminded to maintain social distance. They are asking customers if anyone in the household is exhibiting symptoms of COVID-19 or has been exposed to anyone who is, before arriving at, or entering, a premise.
- Office employees who are able are working from home.
- Messages are being shared on Citizens’ social media channels about topics such as reinforcing that Citizens’ water is safe, how to protect against scammers, reminders not to flush wipes, and bill assistance programs.
- Citizens has suspended utility disconnections during the COVID-19 public health emergency, in accordance with an executive order issued by Indiana Governor Eric Holcomb.
- Additionally, due to the importance of hand washing and hygiene during the COVID-19 emergency, Citizens has asked customers whose utility services have been turned off for non-payment to call the utility at 317-924-3311 to have their service reconnected. Citizens is accepting whatever payment customers can make to reconnect their service and will use assistance from various sources to help with the outstanding balances until those funds are depleted.
- President & CEO Jeffrey Harrison continues to release video messages and memos to all employees, thanking them for their commitment and service during this time of need, answering their questions, and offering suggestions on how to help our customers and community.
“We appreciate our hardworking employees who continue to do their jobs as safely as possible to ensure our customers are not without utility services, especially water and natural gas, during this critical time,” said Harrison. “We know our employees and customers want to offer a helping hand. We encourage them to consider making a financial donation to organizations such as the Warm Heart Warm Home Foundation, Central Indiana COVID-19 Community Economic Relief Fund and the Versiti Blood Center of Indiana."
Top right: Dave Braswell, Field Attendant, checks a natural gas storage well location in Greene County, Indiana.
Center: Anthony Pippens, Utility Service Specialist, completes a customer order.
