RICHMOND, Va. (WRIC) -- The city of Richmond Department of Public Utilities (DPU) has implemented new upgrades to its customer service to improve wait times and increase support. On Wednesday, March 18, the city of Richmond DPU announced it has implemented several enhancements to improve its custom er service experience and ensure customers receive effective support in a timely manner. Over the past few months, DPU has reduced wait times for calling customers significantly with its Customer Service Center. Through improvement with its targeted process and strategic staffing adjustments, the department has reduced response times, which has allowed customers to reach a representative faster. The DPU department stated that its call answer rate increased from 69% in 2024 to 97% in 2025 and has risen to 99% in January 2026. Customers have also received assistance faster, with the average hold times dropping from 50 seconds to 19 seconds. Additionally, the department extended its hours by getting rid of the Wednesday noon closure. As well as improving in-person needs by adding more customer service representatives in walk-in centers and hiring more supervisors to improve on-site support for workers. These improvements have reflected DPU's ongoing efforts to provide faster, more reliable and accessible service for community members. The DPU has not only reduced wait times but also introduced a new escalation protocol that works to provide faster solutions for ongoing issues. If a customer calls two times for the same issue, it will automatically be given to a supervisor for review and follow-up. There is also a new email that was created by the department for customers who believe their concern needs to be reviewed further. Customers can now email the director of DPU at [email protected], and a team of senior managers will review the request submitted. "This provides customers a means to escalate their concern if they feel their issue has not been addressed appropriately through standard customer service processes, including the built-in escalation process," the press release stated. "This step underscores the department’s commitment to transparency, accountability and continuous improvement." Below is listed how customer concerns are addressed: Initial Contact For the first time reaching out. (804) 646-4646  or [email protected]  Escalated to the supervisor If the issue is not resolved after one call. (804) 646-4646  or [email protected]  Should be resolved within 30 days. Escalated to the director's office If the issue is not resolved after the supervisor's 30-day review. 804-646-5200 or [email protected] be resolved within 30 days. “These enhancements reflect our commitment to providing high-quality customer service and ensuring every resident feels heard,” said Scott Morris, director of DPU. “We want our customers to know they can rely on us—not only for essential services, but for responsive, respectful support when they need assistance.” DPU stated that it is committed to improving its customer experience and will continue redesigning its processes to serve its residents better. Customers can contact the DPU Customer Service Center by calling (804) 646-4646, Monday through Friday from 8 a.m. to 4 p.m., and by emailing [email protected] for help. Any customers who prefer in-person assistance can visit one of DPU's walk-in customer service centers located at the following: City Hall, located at 900 E. Broad Street East District Initiative (DEI), located at 701 N. 25th Street Both locations are open from Monday through Friday, 8 a.m. to 4:30 p.m. ...read more read less