Posted 3-19-26

RICHMOND, Va. — Following the tragic pedestrian deaths that have occurred since December 2025, the City of Richmond and the Virginia Department of Motor Vehicles (DMV), the Commonwealth’s Highway Safety Office, are taking action with a high-visibility, citywide pedestrian safety campaign urging everyone to “See and Be Seen.”

The multi-platform campaign will run on television, radio, digital platforms, and billboards across the city. Its message is simple, but lifesaving: drivers must slow down and look for people walking, biking, and rolling. The campaign also shares practical tips to help pedestrians in Richmond stay safe, visible, and alert.

“This is a moment for action,” said Mayor Danny Avula. “We are combining education, enforcement, and engineering improvements to protect lives and make our streets safer for everyone. The safety of our neighbors and friends has to be a priority, and we need to do our part, especially when behind the wheel.”

“Seeing and being seen isn’t just a slogan, it’s a lifesaving commitment,” said DMV Commissioner Dr. Gerald F. Lackey, the Governor’s Highway Safety Representative. “When we look out for one another, we prevent crashes, protect families, and build a safer Richmond.”

In addition to the public awareness push, the City has fast-tracked targeted infrastructure upgrades. At 10th Street and Marshall Street, Richmond’s Traffic Signal Shop installed a pilot of new audible pedestrian beacons that provide clear crossing messages and destination guidance for individuals with limited sight. From concept to activation, the project was completed in just 40 days, a testament to the City’s urgency and commitment. If successful, the technology could expand to other high pedestrian traffic areas, prioritizing Richmond’s high-injury network.

The campaign reinforces simple but powerful safety actions:

For Drivers:

• Slow down — especially near crosswalks, schools, parks, and downtown corridors.
• Stop for pedestrians in marked and unmarked crosswalks.
• Look left, right, and left again before turning.
• Eliminate distractions — put the phone away and focus on the road.
• Yield and be patient — a few seconds can save a life.
• Never drive impaired — choose a sober ride every time.
• Take driving seriously — don't forget that driving is a huge responsibility, give it your full attention.

For Pedestrians:

• Use marked crosswalks and obey traffic signals.
• Make eye contact with drivers before stepping into the street.
• Stay alert — avoid walking while distracted by your phone or headphones.
• Be visible at night by wearing bright or reflective clothing.
• Take advantage of pedestrian signals and audible cues at intersections.

The Virginia DMV Highway Safety Office is supporting City initiatives through public education efforts and strategic messaging designed to change behavior and reinforce safe habits behind the wheel and out on the street.

For more information about pedestrian safety resources, visit the City of Richmond’s Vision Zero webpage.

Following the announcement of new leadership roles and accountability measures last fall, the City of Richmond is providing an update on the progress made by the Richmond Fire Department to strengthen operations, expand oversight, and reinforce public trust. 

Since then, the department has taken clear steps to build out its leadership team and strengthen how daily operations and resources are managed, placing a greater emphasis on consistency and responsible oversight across the department.  

Stronger Leadership and Department Oversight   

Since the initial announcement, the fire department has filled several key leadership and administrative positions to better support the department’s operations. These positions have brought an added focus to financial management, logistics, and professional standards, while providing more consistent oversight of day-to-day operations.  

“We’ve built a strong team, and they’re already delivering results,” said  Fire Chief Jeffrey Segal . “With the right people in place, we’ve been able to improve how we operate behind the scenes and a stronger sense of accountability across the department.” 

Improving How Resources Are Managed  

A major focus for the department has been strengthening how equipment, supplies, and resources are managed, particularly within the department’s logistics warehouse. To improve efficiency and accountability the department has: 

• Enhanced security and access to warehouse facilities
• Improved how inventory is tracked and managed, with clearer responsibility for how supplies are ordered, received, and handled
• Started implementing an electronic system to better track inventory and performance 

Fire Prevention and Inspection Updates  

The Fire Marshal’s Office has undergone significant changes over the past several months, with a renewed focus on how inspections are conducted and managed. Key efforts include: 

• Updating review and auditing processes to improve inspection quality and consistency.
• New control measures to ensure compliance with state and local requirements.
• Daily briefings and expanded staff training to strengthen communication and performance.
• Enhanced community outreach and coordination with partner agencies. 

Strengthening Purchasing and Financial Controls  

Richmond Fire has also implemented meaningful changes to how purchasing and spending are managed to ensure compliance with City standards and responsible use of public funds. Key improvements include: 

• Additional layers of review and approval for purchases
• New vendor verification steps before purchases are made
• Ongoing audits and monthly reviews to monitor purchasing activity
• Expanded staff training and clearer guidelines for consistent purchasing practices 

“Our focus is on building systems people can trust,” said  Chief Administrative Officer Odie Donald II . “These improvements serve as building blocks towards a structure of consistency, accountability, and strategic decision making across the fire service. I grow more confident daily that the department is headed in a forward direction that overcomes past obstacles.” 

Richmond is celebrating National Procurement Month , a great opportunity to learn what our City’s Procurement team does.  

What is Procurement?   

A city needs a lot of stuff to operate! This can include anything from salt and sand for treating roads, to construction contracts, to the big scissors you see at ribbon cuttings. Procurement is the process of getting that stuff. A Procurement department facilitates buying, renting, preparing and awarding contracts, inventory control, and disposal operations, among other things.  

Why does a City need a Department of Procurement?   

“I like to think of us as the keeper of the gate from the process perspective,” says Deputy Director Scott Lyons.” Everyone who works at the City should be a steward of taxpayer dollars, and our department’s mandate is really to focus on how that money is spent and to whom it is paid.”   

Scott says that while individual departments are the experts in what they need, Procurement staff are the experts in how to get what departments need.  

“Our job is to make sure that when agencies go out and buy things, they are making fair and consistent decisions. They’re not buying from someone who isn’t qualified. And we want to get good stuff for a good cost in time. We spend a lot of time thinking about efficiencies.”  

Procurement staff also think ahead when departments have to be focused on the work at hand. Contracting Officer Daniel Mullery says that Procurement pays attention to regular and consistent needs so that they can create contracts in advance. “We had a road salt contract six months before winter weather—things like that so we can get out ahead of problems,” he says.  

Who works for our Procurement department?   

In Richmond, Procurement is split into two teams: The contracting side handles the City’s requests for proposals and contract bidding. “We want to make sure our bidders have a fair shot for bids they’re qualified for and that the public and vendors can have confidence that the best person for the job is going to get it,” Scott explains. “We also want to encourage as much competition as is practical. Competition drives prices down, but just as importantly, it helps us connect with new vendors and ideas.” Procurement works closely with the City’s Office of Minority Business Development to make sure that small and minority businesses are fairly included in the bidding process. 

On the operational side, procurement experts help suppliers register so that they can do business with the city. This team includes an outreach program that connects Richmond’s wide network of vendors to possible opportunities for City work and training services that work with both City staff and vendors to educate them on procurement procedures.  

Where can I learn more about Procurement, either as a resident or a potential vendor?  

Visit the Procurement website for information about becoming a supplier or competing for bids and updates on the City’s p-card progress. Scott especially hopes you’ll check out the “About Us” section for more on Procurement’s charge and mission: “We want the public to know that someone is always looking out for them!” 

Richmond, VA — The City of Richmond Department of Public Utilities (DPU) has implemented several enhancements to strengthen its customer service experience and ensure residents receive timely, effective support.

Over the past several months, DPU has significantly reduced wait times for customers calling its Customer Service Center. Through targeted process improvements and strategic staffing adjustments, the department has improved response times, allowing customers to reach representatives more quickly and efficiently.

The department has made strong progress in improving customer service over the past year. Our call answer rate increased from 69% in 2024 to 97% in 2025, and continued to rise from 97% in January 2025 to 99% in January 2026. Customers are also getting help faster, with average hold times dropping from 50 seconds to just 19 seconds.

We also expanded access by ending the Wednesday noon closure, giving customers consistent weekday service. To better support in‑person needs, we added more customer service representatives at both walk‑in centers and hired additional supervisors to strengthen on‑site support.

These improvements reflect our ongoing commitment to providing faster, more reliable, and more accessible service to the community.

In addition to reduced wait times, DPU has introduced a new escalation protocol designed to ensure faster resolution of ongoing issues. If a customer calls a second time regarding the same concern, the matter is now automatically escalated to a supervisor for review and follow-up. This added layer of oversight helps ensure that complex or unresolved issues receive the attention they need and deserve.

DPU has also created a direct email channel for customers who believe their concerns require further review. Customers may email the Director of Public Utilities at [email protected] and a team of senior managers will review the request. This provides customers a means to escalate their concern if they feel their issue has not been addressed appropriately through standard customer service processes, including the built-in escalation process. This step underscores the department’s commitment to transparency, accountability, and continuous improvement.

How Customer Concerns Are Addressed

“These enhancements reflect our commitment to providing high-quality customer service and ensuring every resident feels heard,” said Scott Morris, Director of DPU. “We want our customers to know they can rely on us—not only for essential services, but for responsive, respectful support when they need assistance.”

DPU remains dedicated to improving customer experience and will continue to evaluate and refine its processes to better serve the Richmond community.

How to Contact DPU Customer Service

Customers can contact the DPU Customer Service Center by calling 804-646-4646, Monday through Friday from 8 a.m. to 4 p.m. Customers may also email [email protected] for assistance.

Customers who prefer in-person assistance can visit one of DPU’s walk-in customer service centers:

• City Hall – 900 E. Broad St.
• East District Initiative (EDI) – 701 N. 25th St.

Both locations are open Monday through Friday, 8 a.m. to 4:30 p.m.

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About the City of Richmond Department of Public Utilities
The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.