Description
Title: Department of Public Utilities Customer Information System and Billing
Summary
The City of Richmond's Department of Public Utilities (DPU) has introduced new Customer Information Systems aimed at enhancing the customer experience. Launched on May 26, 2026, these systems replace outdated technology to streamline operations and improve service delivery. The new platforms include Customer Cloud Service (CCS), Oracle Field Service (OFS), and a digital self-service option launching in Fall 2026. These updates automate processes, reduce response times, and allow for real-time customer interactions, making it easier for residents to manage their utility accounts. This legislation improves service efficiency, benefiting both the DPU staff and Richmond residents by providing clearer communication, faster service, and better billing accuracy. It reflects DPU's commitment to modernizing operations to meet community