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Richmond, VA — The City of Richmond Department of Public Utilities’ (DPU) will continue to monitor the billing system’s performance over the next several weeks to ensure it is operating as intended. As part of the monitoring, DPU has identified several process improvements to strengthen our system performance.
Current focus includes:
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Working to adjust the bill cycles to maximize the amount of time between the current bill due date and the next bill, which will reduce processing errors related to payments. These adjustments are being targeted for September and will result in slight changes to bill and payment due dates.
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Finalizing meter reading route optimization – an effort that will reduce meter reading times and further enhance bill cycle adjustments. Route optimization will more evenly distribute workloads and will allow more time to perform manual reads for any missed reads due to obstructions or reading errors.
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Working with our payment processor to evaluate the ability to lower default thresholds for autopay drafts. Customers are also encouraged to review their upper threshold limits for autopay as the current/new default may not fit their current consumption and budgeting needs. Lowering the threshold prevents a high bank account draft in the event of a water leak or other error, allowing both DPU and the customer the opportunity to address any adjustments or repairs before any financial impact.
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Improving call wait hold times by completing training on more complex tasks for additional agents and adding them to the regular call queue on Monday, August 24. DPU anticipates call volume will also reduce as previous concerns are addressed with the updated bill format.
The Department of Public Utilities remains committed to delivering the modern, dependable utility experience customers expect and deserve and appreciates customers’ patience during this transition. In the coming weeks and months, customers will continue to see progress as DPU further refines and streamlines its processes.
For the latest information, customers can visit go.rva.gov/dpubillupdates or by following DPU's official social media channels.
Customer Reminders
- For any billing or payment concerns, contact DPU:
Phone: 804-646-4646
Email: dpucustserv@rva.gov
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All customers have been assigned new 10-digit account numbers, as noted on new bills or searchable at an online account lookup tool.
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Any customer using bill pay through a financial institution should update their account number AND the correct mailing address with that institution to ensure correct processing and prevent any delays.
City of Richmond
Department of Public Utilities
P.O. Box 70621
Philadelphia, PA 19176-0621
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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