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Press Releases and Announcements

Meet Procurement: The City's Ultimate Steward

“In our procurement department, we’ve saved taxpayers millions of dollars through both best practices and innovative new procurement processes like the City’s first-ever reverse auction. We’ve expanded our engagement with the public, launching a public procurement transparency dashboard and hosted targeted outreach events to regional businesses and suppliers. We’ve fully staffed our internal compliance team to ensure that all of our procurement activities meet regulatory mandates. And, finally, Procurement has completed almost all of the p-card audit recommendations and is preparing to execute a controlled relaunch of the program. This team has done phenomenal work and I’m confident in where they’re headed next!” 

-Mayor Danny Avula

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!” 

City of Richmond Department of Public Utilities Rolls Out Customer Service Upgrades, Cutting Wait Times and Expanding Support

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

Step in the Resolution Process

When to Use

Phone

Email

Resolution Timeline

Initial Contact

First time reaching out

804-646-4646

 

[email protected]

 

 

Escalation to Supervisor

After one call, if the issue is unresolved

804-646-4646

[email protected]

Within 30 days

Escalation to Director’s Office

If concerns remain after supervisor 30-day review

804-646-5200

[email protected] 

Within 30 days

 

“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.


 

El Departamento de Servicios Públicos de la Ciudad de Richmond implementa mejoras en el servicio al cliente, reduciendo los tiempos de espera y ampliando la asistencia

Richmond, Virginia — El Departamento de Servicios Públicos (DPU) de la Ciudad de Richmond ha implementado varias mejoras para mejorar la experiencia de servicio al cliente y garantizar que los habitantes reciban una asistencia oportuna y eficaz.

En los últimos meses, DPU ha reducido significativamente los tiempos de espera de los clientes que llaman a su centro de atención al cliente. Mediante mejoras específicas en los procesos y ajustes estratégicos en la dotación de personal, el departamento ha mejorado los tiempos de respuesta, lo que permite a los clientes ponerse en contacto con los representantes de forma más rápida y eficiente.

El departamento ha logrado grandes avances en la mejora del servicio al cliente durante el último año. Nuestra tasa de respuesta a las llamadas aumentó del 69 % en 2024 al 97 % en 2025, y siguió aumentando del 97 % en enero de 2025 al 99 % en enero de 2026. Los clientes también reciben la ayuda más rápidamente, ya que el tiempo medio de espera se ha reducido de 50 segundos a solo 19 segundos.

También ampliamos el acceso al poner fin al cierre de los miércoles al mediodía, lo que ofrece a los clientes un servicio constante entre semana. Para atender mejor las necesidades presenciales, incorporamos más representantes de atención al cliente en ambos centros de atención sin cita previa y contratamos supervisores adicionales para reforzar la asistencia in situ.

 

Estas mejoras reflejan nuestro compromiso constante de ofrecer un servicio más rápido, fiable y accesible a la comunidad.

Además de reducir los tiempos de espera, DPU ha introducido un nuevo protocolo de escalado diseñado para garantizar una resolución más rápida de los problemas en curso. Si un cliente llama por segunda vez por el mismo motivo, el asunto se remite automáticamente a un supervisor para su revisión y seguimiento. Este nivel adicional de supervisión ayuda a garantizar que los problemas complejos o sin resolver reciban la atención que necesitan y merecen.

DPU también ha creado un buzón de correo electrónico directo para los clientes que consideren que sus inquietudes requieren una revisión más detallada. Los clientes pueden enviar un correo electrónico al Director de Servicios Públicos a [email protected] y un equipo de altos directivos revisará la solicitud. Esto proporciona a los clientes un medio para escalar su inquietud si consideran que su problema no se ha abordado adecuadamente a través de los procesos estándar de atención al cliente, incluyendo el proceso de escalado integrado. Esta medida señala el compromiso del departamento con la transparencia, la rendición de cuentas y la mejora continua.

 

Cómo se atienden las inquietudes de los clientes

Paso en el proceso de resolución

Cuando se emplea

Teléfono

Correo electrónico

Plazo de tiempo de resolución

Comunicación inicial

Contacto inicial del cliente

804-646-4646

 

[email protected]

 

 

Escalación del caso a un supervisor

Después de la primera llamada si el asunto no ha sido resuelto 

804-646-4646

[email protected]

Dentro de 30 días

Escalación del caso a la oficina del director

Si persisten dudas tras la revisión de 30 días realizada por el supervisor

804-646-5200

[email protected]

Dentro de 30 días

 

“Estas mejoras reflejan nuestro compromiso de ofrecer un servicio al cliente de alta calidad y garantizar que todos los habitantes se sientan escuchados”, afirmó Scott Morris, director de DPU. “Queremos que nuestros clientes sepan que pueden confiar en nosotros, no solo para los servicios esenciales, sino también para recibir una atención receptiva y respetuosa cuando necesiten ayuda”.

DPU mantiene su compromiso de mejorar la experiencia del cliente y seguirá evaluando y perfeccionando sus procesos para prestar un mejor servicio a la comunidad de Richmond.

Cómo comunicarse con el Servicio al Cliente de DPU

Los clientes pueden comunicarse con el centro de servicio al cliente de DPU llamando al 804-646-4646, de lunes a viernes de 8 a.m. a 4 p.m. También pueden enviar un correo electrónico a [email protected] para solicitar ayuda.

Los clientes que prefieran la asistencia en persona pueden visitar uno de los centros de atención al cliente de DPU sin cita previa:

• Ayuntamiento – 900 E. Broad St.

• Iniciative del Distrito Oriental (EDI) – 701 N. 25th St.

Ambas oficinas están abiertas de lunes a viernes, de 8:00 a 16:30.

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Acerca del Departamento de Servicios Públicos de la Ciudad de Richmond

El Departamento de Servicios Públicos de la Ciudad de Richmond presta servicios de gas natural, agua, alcantarillado, aguas pluviales y alumbrado público a más de 500 000 clientes en el área metropolitana de Richmond. DPU está comprometido con la seguridad, la confiabilidad y la innovación en la prestación de servicios públicos esenciales que benefician a los habitantes, las empresas y el medio ambiente de la ciudad.

City of Richmond continues to make big progress on closing open audit recommendations

Richmond, VA — The City of Richmond is proud to announce the results of another successful audit period (Oct. 25, 2025 through Jan. 28, 2026) in which 23 open audit recommendations were closed or removed as no longer applicable. This follows the closure or removal of 32 recommendations from the previous period (June 14, 2025, through October 24, 2025). 

“We see the auditor as an important partner in our continuous work to look for it, find it, and fix it, and we are extremely grateful for the role his team plays in helping us modernize internal systems, strengthen oversight, and improve accountability,” said Mayor Danny Avula . “We have used recent audit findings to inform major transformation efforts and to prioritize initiatives in my proposed budget.” 

Of the 21 recommendations closed this period, 17 were considered high priority. 117 total recommendations remain, down from 130 the previous period. 

“Our goal is continuous quality improvement and world-class service delivery.  These outcomes are evidence that we’re clearly on that path, reflected in the month-after-month progress made in closing these open audit recommendations,” said CAO Odie Donald II

Each quarter, the City Auditor publishes an Open Audit Recommendations Follow-Up Report detailing progress made on open audit recommendations across all City departments. Those reports can be found on rva.gov

 

City Shifts to Optional Remote Work Ahead of Inclement Weather

The City of Richmond shifted to optional remote work at 1:00 p.m. on Monday, March 16, ahead of forecasted severe weather. Normal operations are expected to resume on Tuesday, March 17, 2026. 

Given the forecasted severity of the weather, some City Services may be impacted. Specifically: 

  • The Department of Social Services; Department of Parks, Recreation and Community Facilities; and Richmond Public Libraries will not host public appointments or visitors after 1 p.m. UPDATE: The Main Library will close to visitors as of 1 p.m.
  • Services provided on the 1st Floor of City Hall will remain available, while EDI and Southside Plaza will not host public appointments or visitors after 1 p.m.
  • Property and building inspections may be delayed. 

Residents should visit go.rva.gov/severe-weather for the latest updates and follow the City of Richmond’s social media channels for updates on City operations. For more information on weather conditions, please monitor reliable resources such as the National Weather Service.  

 Inclement Weather Shelters  

To protect and shelter Richmond’s most vulnerable residents, the Salvation Army Inclement Weather Shelter, located at 1900 Chamberlayne Avenue will hold continuous operations through noon on Tuesday, March 17th. Libraries are closed to visitors as of 1 p.m., and transportation was provided to residents from the library to the Salvation Army Shelter.  

To ensure there is shelter for anyone in need, the CARITAS surge shelter will also hold continuous operations through noon on Tuesday, March 17.  

Richmond Ready Alerts  

Residents are encouraged to sign up for Richmond Ready Alerts to receive critical emergency and weather alerts from the City of Richmond. Residents can text ‘RVAREADY’ to 888-777 to receive a sign-up link or visit rva.gov/richmondreadyalerts to learn more.  

 

City Launches Project Facilitation Support Desk to Streamline Permitting Application Process

“TechDesk” Consultation to Identify Service Gaps and Improve Cross-Departmental Coordination 

Richmond, VA — The City of Richmond is pleased to announce the launch of TechDesk, a new pilot program designed to help commercial permit applicants navigate complex technical review questions which may arise during the permitting process. The structured consultation program will bring together representatives from reviewing departments and offices to provide coordinated guidance, clarify requirements, and identify next steps in resolving outstanding issues related to development permitting and review.  

“Government is here to work for people, not against them,” said Chief Administrative Officer Odie Donald II . “TechDesk will ensure that, when a permitting or planning issue is raised through the course of development, applicants aren’t waiting around for an answer. This is a forcing mechanism for accountability, and I am confident it will set us on the right course for streamlining these processes moving forward.”

TechDesk is not a separate permitting process and does not replace standard permitting procedures. Rather, it is a mechanism through which commercial development applicants may escalate questions or concerns to ensure a coordinated response from all City-reviewing stakeholders.  

Insights gathered over the 90 – 180 day pilot will help the City identify high-impact opportunities for operational improvement, which will be incorporated to the City’s new permitting software platform, currently under development by the Department of Planning and Development Review.  

“Time and time again, we’ve heard from the development community how onerous our permitting and review process can be,” said Deputy Chief Administrative Officer for Operations Al Wiggins . “TechDesk is an early start at making complex permitting challenges run smoother so that we can be a City of choice for the next great development. As a government, we need to be ready to partner in making those ideas a reality.”

For more information on the process, see below. To learn more about the TechDesk and review frequently asked questions, please visit the City of Richmond Permits and Inspections webpage and open the “TechDesk” drop down menu. 


How does it work?

Step 1:

Applicants who have questions or are otherwise experiencing issues with their project can contact the City at [email protected] to seek clarification or guidance. Please include the following information:

  • Project name
  • Permit number
  • Property address
  • Description of issue or question
  • Relevant plan sheets or supporting documentation

Step 2:

City staff will review the inquiry and attempt to resolve the issue within five business days.

Step 3:

If the issue cannot be resolved through standard coordination, the matter may be elevated to the TechDesk.

Step 4:

The applicant will be prompted to schedule a consultation through the TechDesk scheduling portal. If you have not been contacted by the TechDesk to schedule your consultation within 6 business days from the receipt of your original inquiry, you may reach out to [email protected] to request a booking.  

Step 5:

Relevant departments will meet with the applicant to discuss the issue and identify clear next steps.  

Step 6:

Following the consultation, a summary of action items will be provided to the applicant.  


TechDesk consultations will be available on Tuesdays and Thursdays from 11:00am –3:00pm EST and will be conducted via Microsoft Teams, unless otherwise coordinated by the applicant with TechDesk staff.  


 

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