Letter from the CEO

Inspired by a Sustainable Future

Jeffrey Harrison
President & CEO
Citizens Energy Group

When civic leaders came together 132 years ago to form what today is Citizens Energy Group, they had a sustainable future in mind. By establishing Citizens as a Public Trust to operate utilities for the benefit of customers and the long-term economic health of Indianapolis, our founders made sustainability a central part of our mission.
For Citizens, sustainability is defined with three initials – Environment, Business and Community (EBCs). Our approach to sustainability is driven by innovation, long-term investments and education advocacy.
For the third straight year, our commitment to sustainability was recognized with an Environmental Champion Award from Market Strategies International. Environmental Champion utilities have been rated by customers as among the best on environmental commitment, support of environmental causes and aiding customers to become more environmentally friendly.

Sustaining Our Environment

Sustaining our environment starts with ongoing system investments and a focus on enhanced efficiency and waste reduction. Since 2011, when Citizens acquired the community’s water and wastewater systems, we have invested more than $1.6 billion in our utility systems to reduce sewer overflows and costly water main breaks, ensure water quality and long-term supply, and maintain the safety of our natural gas and thermal energy systems.
While we make these investments, we are always leveraging innovation to enhance efficiency and environmental outcomes. Thanks to value engineering, our DigIndy project is more than $400 million below its original budget and sewer capture rates will be increased up to 99 percent.

Sustaining Our Businesses

Sustaining our businesses is guided by our strategic planning process, which establishes companywide goals focused on customer satisfaction, employee engagement, financial integrity, and performance excellence. Safety is always paramount in our planning process as we strive to protect the public and our environment.

Our efforts to enhance service through our Contact Center and website are being well received by our customers according to recent surveys by independent research firm ForeSee. Numerous self-service enhancements and digital communications options via our website are allowing our customers to manage their accounts on their terms rather than ours.

Building on our long history of continuous improvement, we are implementing Citizens Lean and Six Sigma (CLASS). The CLASS initiative is deploying a set of tools allowing us to continuously improve the efficiency and effectiveness of our processes to provide the greatest overall value to customers.

Sustaining Our Community

Helping customers in need is always one of our top priorities in building a sustainable community. We are working with partners such as the United Way and Indiana 211 to assist low-income customers having difficulty paying their utility bills.  Last year Citizens provided over $1.5 million in bill assistance through its Universal Service Program, the Warm Heart Warm Home Foundation, and support to the United Way’s Winter Assistance Fund.  We also are educating customers about how they can reduce their utility bills through conservation measures and how they can better manage their bills through our various payment plans like budget billing.
Using non-utility revenue, our corporate philanthropy program is making a difference for organizations promoting economic development, education, diversity, cultural arts and environmental stewardship. Meanwhile our employees donated nearly 10,000 hours of their time last year to community organizations and at Citizens-sponsored events.

Our system investments and community redevelopment program are helping fuel economic revitalization across the metropolitan area. We are especially pleased with the recent sale of the 140-acre site of our former manufactured gas and coke plant on Prospect Street to the City of Indianapolis for the development of a new Community Justice Campus. This project will enhance quality of life and create thousands of jobs on the southeast side of the city.
At Citizens Energy Group, sustainability is a guiding principle of our vision to serve our customers and communities with unparalleled excellence and integrity.


Report 2019

Letter from the CEO

Sustaining our Environment:



Water Supply

Sustaining Our Businesses:



Sustaining Our Community: