The Department of Public Utilities is aware of a system error related to last week’s systems upgrade that has impacted payments for some accounts. Some utility payments have been received but not applied to customer accounts. DPU is working with our payment processor to correct this error and apply those payments that have not fully processed. 

Customers may call the DPU Call Center if they have been impacted but may experience a longer than usual wait time. Resolution is expected to occur within one to two business days, no action is required by customers as the payments will be processed as soon as the system error is corrected. DPU appreciates everyone’s patience while we work to resolve this issue in a timely manner. 

On Friday, May 29, Mayor Danny Avula and the Richmond Economic Development Authority (EDA) announced the execution of a series of major agreements that move the Diamond District project into its next phase and mark another significant milestone in one of the largest redevelopment efforts in Richmond’s history. 

The finalized agreements include:  

• The Sports Backers Purchase and Sale Agreement  – The EDA’s purchase of Sports Backers clears the way for development of the Diamond District’s full street grid and other infrastructure, two public park spaces, and additional vertical development, the first of which will be an affordable multifamily apartment building.  
• The Access Agreement among Diamond District Partners (DDP), Richmond Economic Development Authority, and Virginia Commonwealth University - This agreement gives DDP immediate access to the Sports Backers Stadium site to begin site and infrastructure work, ensuring overall development timelines are met.  
• The CarMax Park Lease between EDA and VCU – The lease is the next major step paving the way for VCU to also play baseball in the EDA’s CarMax Park stadium. The lease would commence once the VCU-Navigators operating agreement is in place.  

“It’s another exciting day in Richmond! The Diamond District is all about creating a thriving new neighborhood with housing, parks, recreation, and economic opportunity for generations to come,” said Mayor Danny Avula. “The best things take time and hard work, but in the end, they’re worth it. I’m so proud we’ve hit this milestone.” 

“This is another key milestone in a very complicated project. I’m grateful to all the partners and staff who have worked – and continue to work – tirelessly on the Diamond District. It’s extremely gratifying to see our forward momentum sustained across administrations as we work collectively to bring Richmond’s vision of a new, vibrant neighborhood closer to reality," said Richmond City Councilwoman Katherine Jordan, 2nd District. 

"Today’s agreements move us from vision to execution. They ensure that the Diamond District advances on a clear, predictable timeline and that the investments we are making deliver real community benefit for Richmonders, the greater Richmond region, and visitors alike. This is the result of years of coordinated, careful work across partners, and I’m proud of the process that brings us to this milestone,” said Angie Rodgers, Director of the City of Richmond Economic Development Authority.  

With these agreements now executed, partners will continue advancing site preparation, infrastructure work, and next-phase development activities in the months ahead. The Diamond District represents one of the largest and most ambitious redevelopment efforts in Richmond’s history, helping position the city for long-term growth, investment, and opportunity. 

At approximately 12:03 p.m., Richmond Police Department officers and detectives who were providing security efforts outside of a high school graduation venue observed an individual who appeared to be concealing a weapon. Officers approached the adult male in the 1100 block of West Broad Street, interacted with him and located and seized the firearm. 

Trevor Richardson, 22, of Richmond, was charged with carrying a concealed weapon. The photo of the firearm is attached. His booking photo is not available.

RPD, in coordination with VCU Police and Richmond Public Schools, provides security efforts outside graduation venues as a standard approach to public safety. Part of this effort is checking surrounding parking areas and decks for firearms offenses.

The RPD asks anyone attending the upcoming graduation events not to bring firearms and continues to ask all persons not to store firearms in an unsecured manner in vehicles.

Richardson was near the graduation location but did not approach or enter the venue with the firearm. No firearms were present in the graduation venue, although altercations occurred in the morning ceremony which resulted in a robust public safety response from RPD, VCU Police and RPS.

Anyone with information about people who intend to disrupt an upcoming event is asked to call Crime Stoppers at (804) 780-1000. The P3 Tips Crime Stoppers app for smartphones also may be used. All Crime Stoppers reporting methods are anonymous.

Richmond, VA — The City of Richmond Department of Public Utilities (DPU) has successfully completed the implementation of two major back-office systems designed to improve customer service, operational efficiency and service delivery across the department.

As part of Project Synergy, DPU officially launched Oracle Customer Cloud Service (CCS) and Oracle Field Service (OFS), replacing outdated legacy systems that have supported utility operations for decades. The transition marks a major milestone in DPU’s ongoing modernization efforts.

The implementation also lays the groundwork for DPU Connect, DPU’s new customer portal anticipated to launch this fall. DPU Connect will provide customers with enhanced self-service capabilities and a more convenient way to manage their utility accounts, further improving the overall customer experience.

In conjunction with the system launch, DPU also implemented a new Customer Service and Billing Regulation that aligns with the department’s modernization efforts. The new regulation establishes clear, uniform rules for how DPU manages customer accounts and preserves DPU’s existing payment arrangement structure, allowing eligible customers to enter into payment plans with as little as 10% down and flexible repayment terms.

“These new systems and new regulation position DPU to better serve our customers through transparent and efficient operations,” said Scott Morris, Director of the Department of Public Utilities. “This was an enormous undertaking involving employees across the entire organization as well as many business partners, and I want to thank our teams for their hard work, flexibility and commitment throughout the transition process.”

The new systems and updated regulation will support several long-term improvements, including: 

• Clear understanding of billing and customer service processes 

• Improved customer account management  

• Faster and more efficient field service operations  

• Enhanced tracking and visibility of service requests  

• Streamlined workflows and reduced manual processes  

• Continued flexible payment arrangement options for eligible customers

As part of the transition, customers now have new account numbers, which are 10 digits and will be reflected on bills beginning in June. Customer service representatives can continue assisting customers using either their old or new account number during the transition period, and payments referencing old account numbers will continue to be processed. Customers who use online banking, automatic payments or third-party bill payment services should also work with their financial institutions and other bill payment vendors to update their account information to help avoid future payment delays or issues.

DPU has committed significant resources to ensure the new systems were designed and developed with the customer in mind. There was an abundance of testing, training, dress rehearsals and validations to get the system ready. The last bill validation exercise produced a near perfect success rate of 99.7%.

While the go-live process was successful, DPU continues to monitor system performance closely and work through standard post-implementation adjustments, including dedicated staff on hand to address and fix high level issues. Customers may experience occasional delays as employees continue adapting to the new systems, workflows and updated procedures.

“This modernization effort supports Mayor Danny Avula’s vision of Richmond as a city where all people and places thrive,” Morris said. “By investing in modern infrastructure, technology and customer-focused improvements, we are strengthening DPU’s ability to provide safe, reliable and responsive utility services while enhancing the customer experience.”

DPU thanks customers for their patience and understanding throughout the transition.

For more information about DPU services and customer payment options, visit rva.gov/public-utilities