On June 11, the City of Richmond announced the retirement of Peter Breil, the City’s first Director of the Department of Citizen Service and Response, better known as RVA311. Breil’s retirement follows years of dedicated public service and transformative leadership that helped establish RVA311 as a cornerstone of Richmond’s customer service and resident engagement efforts. 

Since joining the City in 2018, Director Breil has grown RVA311 into a critical component of Richmond’s service delivery model. Under his leadership, the department expanded to a team of 33 employees who provide information about more than 50 City organizations and hundreds of community resources, while serving as the primary point of contact for resident requests and concerns. 

In 2025 alone, RVA311 handled nearly 200,000 calls and more than 95,000 resident service requests, reflecting the department’s essential role in connecting residents with City services. 

“Pete has been an absolutely exceptional public servant, and I’m so grateful for the contributions he has made during his time with the City. The improvements he has made to RVA311 have been incredible in helping to shape a more responsive City government, and Richmond is better because of him. I’m sad to see him retire and wish him well on his next chapter,” said Mayor Danny Avula. 

Breil also oversaw the Contact Center Technology team and led the implementation and expansion of the RVA311 platform, mobile applications, and a range of customer service technologies that have significantly enhanced the City’s ability to engage with residents. His leadership of the RVA311 platform redesign in 2021 established a strong foundation for future growth and innovation. Today, the platform directly supports nine City agencies, with additional integrations planned in the years ahead. 

“Working with Pete and his team on expanding the types of Parks and Recreation requests that residents can submit through RVA311 has been a tremendous partnership and a big step forward in becoming a “Thriving Richmond,” said Chris Frelke, Director of the Department of Parks, Recreation and Community Facilities. “Being able to broaden the range of services available through the platform and bringing a practical, resident-focused perspective helped us identify new opportunities to connect people with the parks, facilities, and programs they use every day. It’s been great working together to make city services more accessible and efficient for Richmond residents.” 

Throughout his tenure, Breil championed a culture of customer service, accountability, and continuous improvement. His commitment to improving the resident experience has had a lasting impact on both City operations and the community. 

Prior to joining the City of Richmond, Breil held leadership positions across Fortune 500 companies, academic administration, and small business organizations. He earned a Bachelor of Arts in International Studies from Virginia Tech, a Master of Arts in International Studies from the University of South Carolina, and a Master of Business Administration from the University of Pittsburgh. 

Breil’s contributions have helped shape a more responsive, accessible, and customer-focused City government. His leadership, professionalism, and unwavering commitment to public service have earned the respect of colleagues across the organization and the gratitude of countless Richmond residents. 

“Peter’s leadership has made a measurable difference in how we operate as a City,” said Chief Administrative Officer Odie Donald II. “He built systems that work, empowered teams to perform at a high level, and ensured residents could depend on consistent, quality service. His approach was practical, people focused, and solutions driven, and the results are evident across our organization. I’m grateful for his commitment to strengthening our customer service foundation and for the legacy of operational excellence he leaves behind.” 

The City of Richmond extends its sincere appreciation to Director Breil for his years of service and wishes him the very best in his well-earned retirement. 

Additional information regarding transition planning and recruitment efforts for the Director of RVA311 position will be shared in the coming weeks.