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.
