Richmond Utilities Transitioned Customer Service System
The city launched a new account management portal on May 26, 2026, to modernize utility billing and tracking.
Updated on Sept. 28, 2026 in Utilities
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The City of Richmond Department of Public Utilities implemented a new customer service system on May 26, 2026, aimed at updating account and billing management. This transition resulted in processing issues for approximately 15,000 utility payments.
Why it matters
The upgrade was intended to modernize how the city handles utility account records, though the implementation caused significant technical friction for residents. By introducing 10-digit account numbers, the city aimed to streamline its internal data management processes.
The transition affected 15,000 individual payments following the launch of the new system. All customers have been migrated to a new 10-digit utility account number format.
The players
City of Richmond Department of Public Utilities
This municipal agency manages water, wastewater, and gas services for residents and businesses across the city.
The details
Following the launch of the updated MyHQ and EZ-PAY portals, the Department of Public Utilities deployed additional staff to manage customer inquiries and address backlogged service tickets. To mitigate the impact on residents, the city confirmed the automatic removal of late fees associated with payment delays.
Timeline
The new customer service system was officially launched on May 26, 2026.
Market Landscape
This transition aligns with a national trend of local governments upgrading legacy billing infrastructure to cloud-based systems. It highlights the competitive pressure on public utilities to meet consumer expectations for digital-first account management.
Residents should verify their new 10-digit account number to ensure future payments process correctly through the updated portals. Those who experienced billing errors will see late fees automatically reversed, though residents with ongoing concerns can reach the department at 804-646-4646.
The takeaway
Transitioning critical infrastructure requires robust contingency planning to prevent service disruptions for end users. Residents should regularly monitor their statements following large-scale software migrations to catch and resolve discrepancies quickly.
Further reading
Learn more about local infrastructure and city services on the Richmond Utilities page.
Source note: This article includes information reported by iPower 92.1/104.1 FM.
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