RICHMOND, Virginia – The city of Richmond says it has reached a milestone in its mission to improve customer service for people with public utility accounts.

The Department of Public Utilities has entered into an agreement with Oracle Corporation to provide a new customer information platform.

CBS 6 has been following the ongoing customer service issues at the Department of Public Utilities. Issues that Virginians have brought to CBS 6 include water bills over $23,000, long customer service hours, and a backlog of thousands of customers waiting for their billing issues to be addressed.

The agreement with Oracle will enable Richmond officials to improve customer interactions through modernized processes and expanded self-service options.

Watch: Audit shows Richmond overcharges thousands on electricity bills

He lives in Richmond and has a question: “Why is my water bill so high?”

Mayor Levar Stoney commented on the selection of the provider: “I am very pleased to have reached this major milestone. It will allow me to continue to pursue my administration’s goal of improving city services and providing citizens with the service they deserve. The city believes Oracle offers a best-in-class, forward-looking solution that offers modern features that go beyond what we currently have. I am thrilled with the progress.”

According to the Department of Public Utilities, the Oracle platforms will “better support traditional gas, water, sewer and stormwater utility services in the Richmond region while delivering new tools and processes – resulting in a more user-friendly bill redesign.”

Officials add that they hope that Oracle will be able to carry out the updates continuously and without interruptions.

Watch: City of Richmond charges man for utilities on home he moved out of two years ago

“We were looking for a solution to improve the customer experience that could keep pace with the rapidly changing needs of our customers,” added Lincoln Saunders, Richmond’s Chief Administrative Officer. “We are excited to add this CIS replacement to the list of new technologies that will continue to improve the daily lives of our citizens.”

The Ministry of Supply states that the implementation of the new system will replace the DPU’s almost 30-year-old “banner system”.

Work is currently underway to set up the new system for the Ministry of Supply. The system is scheduled to be launched on the market in spring 2026.

CBS 6 wants to share the community’s voices on this important issue. Email your thoughts to the CBS 6 Newsroom.