Richmond, VA — The City of Richmond Department of Public Utilities (DPU) is preparing to launch two new back-office systems designed to improve customer service operations and streamline field service management for utility customers across the city.

Beginning Friday, May 22, DPU will transition to Oracle Customer Cloud Service (CCS) and Oracle Field Service (OFS) as part of Project Synergy, a major modernization initiative that supports the department’s commitment to improving the customer experience and operational efficiency.

The transition marks a significant investment in DPU’s infrastructure and customer service capabilities. The new systems will help improve account management, scheduling, communication between field and office staff, and overall service delivery for water and natural gas customers.

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“As we continue modernizing our operations, these systems will help position DPU to better serve our customers both now and in the future,” said Scott Morris, Director of the Department of Public Utilities. “CCS and OFS will provide our teams with better tools, more efficient workflows and improved access to information, ultimately creating easier work flows and a better experience that our customers deserve.”

During the transition period, customers may experience temporary service impacts beginning May 22 and continuing through the Memorial Day weekend. While utility services will not be interrupted, some customer service functions may be temporarily limited as the data is transferred and the new systems are brought online.

Payment Information During the Transition

Customers will still be able to make payments during the transition period as long as they have their account number available. On Friday, May 22, payments may be made online through MyHQ and EZ-PAY. The City of Richmond Department of Finance will also accept check and money order payments on Friday, May 22; however, those payments will be processed beginning Tuesday, May 26, once the new systems are available. New PromisePay enrollments will be unavailable after 3 p.m. on Friday, May 22 and will resume Tuesday, May 26 at 8 a.m.

Potential temporary impacts may include:

• Limited access to current account information by customer service agents 

• Delays in processing certain service requests 

• Limited ability to start or stop service requests during portions of the transition

• Temporary pause in new PromisePay enrollments during the transition period 

• Longer-than-normal wait times for customer assistance

In addition, customers will receive new account numbers as part of the system conversion. However, DPU customer service representatives will still be able to locate customer accounts using previous account numbers during the transition period.

Customers are encouraged to complete any urgent account-related business before May 22 whenever possible.

The transition supports Mayor Danny Avula’s vision of “Richmond: A city where all people and places thrive” by investing in modern systems that strengthen customer service and improve operational reliability for residents.

DPU appreciates the public’s patience during this transition as teams work to implement systems that will provide long-term benefits for customers and employees alike.

For updates and additional information, visit rva.gov/public-utilities/accountupdate or contact DPU Customer Care at 804-646-4646.

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.

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