--- title: New Field Service Management System to Create Big Impact description: "Citizens Energy Group is implementing a new field service management system that will benefit hundreds of employees, including those in Billing & Customer Service, Gas Operations, IT, Payroll, Procurement, Shared Field Services, and Water Operations, as well as Citizens customers. KloudGin will replace the current PCAD system and increase efficiency in annually routing more than 540,000 C2M (customer-facing) orders and more than 83,000 gas and water maintenance (WAM) orders. It will launch in two iterations: the C2M implementation will launch in September 2023, with the WAM implementation launching toward the end of October 2023. Nearly 40 employees have participated in the project team led by Melissa Lawson, Danielle Montgomery, Shelby Sawyers, and Gary Young. After a yearlong RFP process, the team began implementation in fall 2022. During the fall and early winter 2023, the team spent time workshopping how KloudGin would be implemented by Infosys. The second half of the 2022-2023 winter season saw the team developing integrations between KloudGin and other Citizens applications such as C2M and WAM; preparing test cases; generating training curriculum; and updating business processes. Key employees have been introduced to KloudGin in a variety of system demos and trainings provided by the project development team. The implementation will introduce a variety of high-impact technology improvements and system integrations. KloudGin will provide improvements to auto-routing of work orders, increase ease of use for employees, and eliminate the need to use a paper timecard. Externally, customers will enjoy improvements to their communication experience, including real-time updates with information about the crew member who will be visiting their property, a map to track their location, and a photo of who they can expect to arrive. Safety for employees and customers is of paramount importance; letting customers know who to expect and when they will arrive helps eliminate confusion about the presence of Citizens employees in the community. If you have questions or would like more information, please contact Melissa Lawson, Danielle Montgomery, Shelby Sawyers, or Gary Young." image: https://blog.citizensenergygroup.com/hubfs/06%20September%202023%20Engauge%20KloudGin.jpg --- [![](https://blog.citizensenergygroup.com/hubfs/Engauge/engauge-logo.jpg)](https://blog.citizensenergygroup.com/engauge) [![](https://blog.citizensenergygroup.com/hubfs/Backgrounds/search-mobile.png)](https://www.citizensenergygroup.com/Search) # New Field Service Management System to Create Big Impact By Adam Lowe on 10/2/23 9:49 AM ![](https://blog.citizensenergygroup.com/hubfs/06%20September%202023%20Engauge%20KloudGin.jpg) Citizens Energy Group is implementing a new field service management system that will benefit hundreds of employees, including those in Billing & Customer Service, Gas Operations, IT, Payroll, Procurement, Shared Field Services, and Water Operations, as well as Citizens customers. KloudGin will replace the current PCAD system and increase efficiency in annually routing more than 540,000 C2M (customer-facing) orders and more than 83,000 gas and water maintenance (WAM) orders. It will launch in two iterations: the C2M implementation will launch in September 2023, with the WAM implementation launching toward the end of October 2023. Nearly 40 employees have participated in the project team led by **Melissa Lawson, Danielle Montgomery, Shelby Sawyers**, and **Gary Young**. After a yearlong RFP process, the team began implementation in fall 2022. During the fall and early winter 2023, the team spent time workshopping how KloudGin would be implemented by Infosys. The second half of the 2022-2023 winter season saw the team developing integrations between KloudGin and other Citizens applications such as C2M and WAM; preparing test cases; generating training curriculum; and updating business processes. Key employees have been introduced to KloudGin in a variety of system demos and trainings provided by the project development team. The implementation will introduce a variety of high-impact technology improvements and system integrations. KloudGin will provide improvements to auto-routing of work orders, increase ease of use for employees, and eliminate the need to use a paper timecard. Externally, customers will enjoy improvements to their communication experience, including real-time updates with information about the crew member who will be visiting their property, a map to track their location, and a photo of who they can expect to arrive. Safety for employees and customers is of paramount importance; letting customers know who to expect and when they will arrive helps eliminate confusion about the presence of Citizens employees in the community. If you have questions or would like more information, please contact Melissa Lawson, Danielle Montgomery, Shelby Sawyers, or Gary Young. ### Current Articles ### Recent Issues - [November 2019 (23)](https://blog.citizensenergygroup.com/engauge/archive/2019/11) - [November 2018 (21)](https://blog.citizensenergygroup.com/engauge/archive/2018/11) - [January 2021 (21)](https://blog.citizensenergygroup.com/engauge/archive/2021/01) - [October 2021 (21)](https://blog.citizensenergygroup.com/engauge/archive/2021/10) - [February 2020 (20)](https://blog.citizensenergygroup.com/engauge/archive/2020/02) - [December 2021 (20)](https://blog.citizensenergygroup.com/engauge/archive/2021/12) - [October 2018 (19)](https://blog.citizensenergygroup.com/engauge/archive/2018/10) - [January 2019 (19)](https://blog.citizensenergygroup.com/engauge/archive/2019/01) - [June 2020 (19)](https://blog.citizensenergygroup.com/engauge/archive/2020/06) - [August 2019 (18)](https://blog.citizensenergygroup.com/engauge/archive/2019/08) - [October 2019 (18)](https://blog.citizensenergygroup.com/engauge/archive/2019/10) - [April 2020 (18)](https://blog.citizensenergygroup.com/engauge/archive/2020/04) - [September 2022 (18)](https://blog.citizensenergygroup.com/engauge/archive/2022/09) - [July 2019 (17)](https://blog.citizensenergygroup.com/engauge/archive/2019/07) - [July 2020 (17)](https://blog.citizensenergygroup.com/engauge/archive/2020/07) - [June 2021 (17)](https://blog.citizensenergygroup.com/engauge/archive/2021/06) - [April 2019 (16)](https://blog.citizensenergygroup.com/engauge/archive/2019/04) - [January 2020 (16)](https://blog.citizensenergygroup.com/engauge/archive/2020/01) - [October 2020 (16)](https://blog.citizensenergygroup.com/engauge/archive/2020/10) - [December 2020 (16)](https://blog.citizensenergygroup.com/engauge/archive/2020/12) - [April 2021 (16)](https://blog.citizensenergygroup.com/engauge/archive/2021/04) - [July 2021 (16)](https://blog.citizensenergygroup.com/engauge/archive/2021/07) - [September 2020 (15)](https://blog.citizensenergygroup.com/engauge/archive/2020/09) - [March 2021 (15)](https://blog.citizensenergygroup.com/engauge/archive/2021/03) - [June 2022 (15)](https://blog.citizensenergygroup.com/engauge/archive/2022/06) - [February 2019 (14)](https://blog.citizensenergygroup.com/engauge/archive/2019/02) - [May 2019 (14)](https://blog.citizensenergygroup.com/engauge/archive/2019/05) - [May 2022 (14)](https://blog.citizensenergygroup.com/engauge/archive/2022/05) - [July 2022 (14)](https://blog.citizensenergygroup.com/engauge/archive/2022/07) - [October 2023 (13)](https://blog.citizensenergygroup.com/engauge/archive/2023/10) - [September 2021 (12)](https://blog.citizensenergygroup.com/engauge/archive/2021/09) - [March 2023 (12)](https://blog.citizensenergygroup.com/engauge/archive/2023/03) - [May 2023 (12)](https://blog.citizensenergygroup.com/engauge/archive/2023/05) - [June 2023 (12)](https://blog.citizensenergygroup.com/engauge/archive/2023/06) - [February 2022 (11)](https://blog.citizensenergygroup.com/engauge/archive/2022/02) - [August 2018 (10)](https://blog.citizensenergygroup.com/engauge/archive/2018/08) - [August 2023 (10)](https://blog.citizensenergygroup.com/engauge/archive/2023/08) - [March 2022 (9)](https://blog.citizensenergygroup.com/engauge/archive/2022/03) [![PDF Archives](https://no-cache.hubspot.com/cta/default/2545024/33b9e93c-8f43-4101-9b48-7e78154731f5.png)](https://cta-redirect.hubspot.com/cta/redirect/2545024/33b9e93c-8f43-4101-9b48-7e78154731f5) **Engauge** is published by Citizens Energy Group, Corporate 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. **Editor:** Adam Lowe **Graphic Arts:** Joel Bustamante and Wayne Stohs The Corporate Affairs Department welcomes any ideas, comments, or suggestions from readers on how this publication might better serve you. Please email the Corporate Affairs Department at alowe@citizensenergygroup.com. Copyright © Citizens Energy Group. All rights reserved. - [Terms & Conditions](https://www.citizensenergygroup.com/Terms-Conditions) - [Privacy & Security](https://www.citizensenergygroup.com/Privacy-Security) - [Accessibility](https://www.citizensenergygroup.com/Accessibility) - [Site Map](https://www.citizensenergygroup.com/Site-Map)