For the second time in his 40 years at Citizens Energy Group, Dennis Claffey is serving in an important role to help implement a new
Customer Information System (CIS).
What role are you playing in the CIS2020 project?
My title during the CIS project is Functional Business Lead. I oversee the process of determining how the system will successfully
meet our needs as a company. Our team looks at how business processes, such as budget billing, work with our current system and how
they will work with the new system we are implementing. We also analyze whether it makes sense to make changes to the way we
do things now.
What do you want employees to know about CIS2020?
Project work like this is very different than day-to-day job responsibilities. There is a unique sense of camaraderie among the team. To me, it’s a privilege to be a part of this team; it’s an opportunity to leave a legacy and positively impact our customers, now and in
the future.
What are your primary responsibilities outside of the CIS project?
My full-time job before and after the successful implementation of the new CIS is Customer Billing Services Manager. I oversee the
area in charge of sending out timely and accurate bills. My job is to remove hurdles and overcome any issues that arise. I really enjoy being in this position because billing touches every single one of our customers.
What other jobs have you held at Citizens?
I started working part time in the Contact Center when I was a junior in high school. My grandmother worked here at that time. Since then, I’ve held various positions in Customer Service, Dispatch, Billing and Collections, and Employee Development. Before becoming Manager of Customer Billing Services in 2012, I was Manager of the Contact Center for nine years.
What are some of your hobbies or interests outside of work?
I enjoy riding my bicycle. I’m a member of the Central Indiana Bicycling Association and participate in several group rides. I also am a
Disney World annual pass holder and typically go about four times a year. I’ve been on 20 Disney cruises, as well.
Tell us about your family.
I have been married to my wife, Laura, for 25 years. We have four adult children: Michael, Melissa, Brian and Christopher.
