In this issue we’re highlighting the Shared Field Services department at Citizens Energy Group. Under the leadership of Curtis Popp, Vice President of Customer Operations, and Director Melissa Lawson, Shared Field Services is composed of Customer Field Services, Meter Services, and Dispatch.
“Our Shared Field Services employees have overcome so many challenges presented by the pandemic,” said Popp. “I want to acknowledge their hard work and determination in continuing to serve our customers with excellence and integrity. They’ve gone above and beyond to maintain vital utility services for our customers, changing the way they work to keep themselves, their coworkers, and our customers safe.”
Read on to better understand the responsibilities of these employees and learn a few fun facts about the work they do.
RESPONSIBILITIES
Customer Field Services includes 65 Utility Service Specialists, who complete residential service and emergency orders for natural gas, water and wastewater, and 10 Utility Helpers, who primarily complete water and gas disconnect orders. In addition, three employees are responsible for training Utility Service Specialists, Utility Helpers, and Water Distribution and Gas Distribution and Transmission Operations employees. Within Customer Field Services there are five supervisors, all under the leadership of Manager Joe Anthis.
The 20 employees in Dispatch route and dispatch field personnel and send emergency notifications. This team includes a supervisor, a training coordinator, and four senior dispatchers and is led by Manager Gary Young.
Meter Services, led by Dennis Claffey, includes more than 130 water and gas meter readers and 10 meter severance field technicians, who visit the homes of delinquent customers to determine if assistance is needed or to disconnect utility service for nonpayment. Also within Meter Services is the meter shop, which manages water and gas meter testing and automated meter reading.
Left to right: Vanessa Cook, Meter Reading Coordinator; Anthony Pippens, Utility Service Specialist; and Panika Allen, Distribution Dispatcher
RECENT ACCOMPLISHMENTS
In 2020, the Utility Helper position was created in an effort to cross-train employees to prepare for vacancies in Customer Field Services, Gas and Water Operations. Since September 2020, 27 Utility Helpers have been hired and 13 have advanced into positions above the training line.
In January of 2021, Revenue Assurance Field Collections was combined with the Meter Reading and Meter Shop to form Meter Services. The new area is led by Dennis Claffey.
Recently Fleet installed Verizon Telematics into all company vehicles. The technology provides real-time data about every vehicle, which has enabled Dispatch and Customer Field Services to improve routing practices and reduce emergency response time, increase our appointment on time rate and the safety of our Customer Field Service employees.
In addition, a start-from-home pilot program was launched in June in Customer Field Services. It is estimated that annually, it will reduce the number of miles driven by 17,550 and reduce the number of gallons of fuel consumed by 1,254 in addition to saving employees time at the beginning and end of their workdays.
SHARED FIELD SERVICES BY THE NUMBERS
*Statistics are calendar year 2020
UPCOMING PROJECTS
- Meter Services is in the process of completing a business process review that will decrease rework and improve employee engagement and satisfaction.
- Meter Services with the help of Customer Field Services is in the process of developing a strategic deployment of electronic meter reading technology to improve routing efficiency.
- This Fall, Customer Field Services and Meter Services will begin deploying advanced metering infrastructure in the Citizens Westfield water service territory.
- The Customer Field Services Training department is collaborating with Gas and Water Operations to develop and launch a new training program for backhoe operators.
- The Dispatch Department is kicking off a project to investigate a new Field Service Management tool to replace the current Computer Automated Dispatch system.
Employees pictured on the July/August Engauge cover are, from left to right, Danny McMillian, Utility Service Specialist; Jared New, Senior Distribution Dispatcher; and Lee Wadlington, Automatic Meter Reading Technician.
