Richmond, VA — The City of Richmond anticipates beginning the first phase of accumulated debris removal at the T. Tyler Potterfield Memorial Bridge this week. Funded by the Department of Public Utilities as part of a Supplemental Environmental Project with the Virginia Department of Environmental Quality, this phase will remove approximately 17 tons of debris, representing about 2% of the estimated total accumulation.

When work begins, equipment will be mobilized and staged on the east end of Belle Isle at Northeast Point Beach. The beach and the path leading to it will be temporarily closed during operations. Access to the Potterfield Bridge will remain open.

The first phase of debris removal is expected to be completed in less than two weeks. Work will include removing debris from the log jam area, transporting it to the staging site and hauling it to a local commercial wood waste recycling facility, where it will be recycled into mulch.

As a pilot project, this initial phase will provide valuable insight as the City evaluates long-term solutions for managing debris accumulation in the area. The Department of Parks, Recreation and Community Facilities will closely monitor the work as the contractor refines the removal process and the City evaluates options for expanding future debris removal efforts.

“This initial debris removal effort is an important step toward improving the long-term health, safety and accessibility of the James River corridor around the Potterfield Bridge,” said Chris Frelke, Director of Parks, Recreation and Community Facilities. “We are grateful for the support of the Department of Public Utilities, which allows us to test cost-effective methods for removing debris and evaluate approaches for future cleanup efforts.”

The City of Richmond Department of Public Utilities publishes weekly Street Work Activity Reports to provide visibility into active infrastructure work occurring across the city. These reports offer a snapshot of current projects and street impacts, organized by Council District, to support coordination, planning and public awareness.

Reports are updated weekly and reflect active work at the time of publication.

June 2026 Reports

DPU Street Work Activity Report - June 8, 2026

DPU Street Work Activity Report - June 1, 2026

May 2026 Reports 
DPU Street Work Activity Report - Week of May 26, 2026   

DPU Street Work Activity Report - Week of May 18, 2026   

DPU Street Work Activity Report - Week of May 11, 2026   

DPU Street Work Activity Report - Week of May 4, 2026   

April 2026 Reports 

DPU Street Work Activity Report - Week of April 27, 2026   

DPU Street Work Activity Report - Week of April 20, 2026   

DPU Street Work Activity Report - Week of April 13, 2026   

DPU Street Work Activity Report - Week of April 6, 2026   

March 2026 Reports 

DPU Street Work Activity Report - Week of March 30, 2026   

DPU Street Work Activity Report - Week of March 23, 2026

DPU Street Work Activity Report - Week of March 16, 2026

DPU Street Work Activity Report - Week of March 10, 2026

DPU Street Work Activity Report - Week of March 1, 2026

February 2026 Reports

DPU Street Work Activity Report - Week of February 23, 2026

DPU Street Work Activity Report - Week of February 16, 2026

DPU Street Work Activity Report - Week of February 9, 2026

DPU Street Work Activity Report - Week of February 2, 2026

January 2026 Reports

DPU Street Work Activity Report - Week of January 26, 2026

DPU Street Work Activity Report - Week of January 20, 2026

DPU Street Work Activity Report - Week of January 12, 2026

December 2025 Reports 

DPU Street Work Activity Report - Week of December 29, 2025

DPU Street Work Activity Report - Week of December 22, 2025

DPU Street Work Activity Report - Week of December 15, 2025

DPU Street Work Activity Report - Week of December 8, 2025

DPU Street Work Activity Report - Week of December 1, 2025

November 2025 Reports

DPU Street Work Activity Report - Week of November 24, 2025

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. 

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 

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.

“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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