Utility Department unveils Project Synergy to streamline customer billing disputes

The Richmond City Council held an informal meeting on June 2, 2025, to discuss several key issues affecting the community, including updates on utility billing systems and infrastructure repairs.

One of the primary topics was the upcoming launch of Project Synergy, set to go live on February 14, 2025. This new system aims to enhance customer experience by providing greater transparency and functionality in utility billing. Notably, it will allow residents to dispute high bills more efficiently, reducing the dispute process from three months to one month. The new system will also prevent disputed amounts from appearing on bills, alleviating customer concerns about potential disconnections due to high consumption charges.

In response to residents facing high outstanding utility bills before the new system is implemented, officials encouraged them to reach out through the 311 call center or directly via email for assistance. The commitment to resolving billing issues was emphasized, ensuring that residents receive necessary adjustments.

The meeting also addressed the status of Canal Street repairs. Officials reported that installation of line stops on major pipes was completed successfully, although complications arose with a smaller line that required additional work. Repairs are anticipated to be completed that evening, with no expected impact on customers during the process.

Additionally, concerns regarding the city's reservoir capacity were raised. Officials acknowledged the challenges posed by operating at half capacity and discussed strategies to optimize water tank operations to mitigate issues at the water plant.

Overall, the meeting highlighted the city's proactive approach to improving utility services and infrastructure, with a focus on enhancing customer satisfaction and addressing community concerns. Further updates on these initiatives are expected as the city moves forward.