Posted Mar. 3, 2025

Independent investigation provides detailed analysis and recommendations to prevent future water service disruptions

The City of Richmond is releasing the Draft After-Action Assessment report from HNTB, the independent firm investigating the January water crisis that affected residents across the region. This in-depth assessment builds on HNTB's preliminary findings released earlier this month and identifies specific factors that led to the water service disruption, while outlining concrete steps to prevent similar incidents.

What Caused the Water Outage According to the report, the Jan. 6 incident began with a power outage during a winter storm, but was compounded by two critical factors:

1. The water treatment plant was operating in "Winter Mode," which relied on a single power source instead of the more resilient dual-power "Summer Mode."

2. When the main power feed failed, an automatic transfer switch (called a "Bus Tie") failed to activate, preventing power from switching to the second available power source.

This combination of factors led to a loss of power at the plant for approximately 80 minutes, which led to water flooding the plant's basement and damage to essential electrical equipment that resulted in the service disruption.

Immediate Actions Already Taken Under the leadership of Department of Public Utilities Director Dr. Anthony "Scott" Morris, DBA, PE, the City has already implemented several key recommendations from HNTB's reports:

• The water treatment plant now permanently operates in "Summer Mode" with dual power feeds, eliminating the single point of power failure that contributed to the January incident.

• New emergency response protocols have been established for inclement weather events.

• Staffing standards have been upgraded, particularly for critical operations, electrical, and engineering positions during potential emergency situations.

• Inspection protocols for equipment, fuel, chemicals, and systems have been strengthened.

• Approximately $5 million has been invested in critical plant repairs and upgrades.

These improvements have already shown positive results, with the plant successfully maintaining operations through several recent snowstorms without service disruptions.

Next Steps The City is continuing to implement additional recommendations from the report, including improvements to backup power systems, valve controls, communication protocols, and staff training.

A final comprehensive report will follow and will also be released to the public. The City remains committed to full transparency throughout this process and to implementing the necessary improvements to ensure resilient water service for residents.

Download the complete Draft After-Action Assessment Report.

Beginning Monday, March 3, the Department of Public Utilities Call Center will operate Monday through Friday from 8 a.m. to 4 p.m. This modified schedule is shifting from the prior hours of closing at noon on Wednesdays, to now closing at 4 p.m. daily for ongoing training to improve customer service delivery.

The DPU Call Center is available to assist customers by phone at (804) 646-4646 or by email at dpucustserv@rva.gov. There is a five-business-day turnaround time for email requests to prioritize time for research and accuracy.

Customers are also encouraged to visit DPU’s website for billing inquiries as self-service options are available as well.

The DPU customer walk-in centers will maintain normal operating hours Monday through Friday 8 a.m. to 5 p.m. at the following locations:

• City Hall; 900 E. Broad Street, Room 115
• East District Initiative; 702 N. 25th Street

Posted Feb. 27, 2025

Metropolitan Business League, Altria, and Dominion Energy, and EDA Form New Private-Public Partnership to Support Local Small Businesses

Tonight, Richmond's Economic Development Authority (EDA) approved a $250,000 grant to the Metropolitan Business League (MBL) for a new Small Business Recovery Grant Fund. The program will provide grants to small businesses significantly impacted by January's water emergency and will be seeded with a total initial investment of $500,000 provided by the EDA, Dominion Energy, and Altria. Fundraising efforts are ongoing.

"In the face of challenges, we are excited about this opportunity to provide financial relief and ongoing assistance needed to help the Richmond Business Community. It is our collective resilience and shared commitment that will guide us toward helping businesses sustain.  Together, with the support of the City of Richmond and our dedicated financial partners, we will continue to foster growth and prosperity within our community." said Floyd E. Miller II, President & CEO, Metropolitan Business League.

"The water emergency deeply impacted our small business community, and this partnership is an example of how when we work together we can overcome challenges," said City Council President Cynthia I. Newbille. "I want to thank the MBL, Dominion Energy, Altria, and the EDA for the hard work they've put into standing this program up and for leading on this effort. I also want to encourage members of our business and economic development community to consider supporting the program-we all know what a great impact small businesses have on the Richmond region."

Applications for the Small Business Recovery Grant Fund will open on Mar. 17 and will close at 11:59 p.m. on Mar. 28, 2025. The MBL, in cooperation with the City's Office of Minority Development, will hold virtual Q&A sessions on Mar. 6 and Mar. 12. Businesses can sign up to attend online. More information about the program, including eligibility criteria, will be available on thembl.org in the coming days.

"Small businesses are the backbone of Richmond's economy, and many experienced significant hardship during the water crisis," said Ed Baine, President Utility Operations and Dominion Energy Virginia. "We're eager to help them recover, and we're grateful for the Economic Development Authority's leadership.

"The EDA is deeply committed to the success of Richmond's small businesses. The EDA thanks the MBL, Altria, Dominion, and the entire entrepreneurial ecosystem for their efforts to help small businesses bounce back," said EDA Board of Directors Chair John Molster. The MBL will deploy the small business grants through the Capital Access Hub. The Hub is a collaborative program between MBL and Bridging Virginia (a Community Development Financial Institution) that aims to close the capital access gap for historically marginalized and underinvested small businesses through a combination of early-stage capacity building, technical assistance for capital access, and network growth.

Posted Feb. 25, 2025

Richmond's business owners now have until Mar. 31 to register with the RVA Business Portal and file Business Personal Property and Business Professional and Occupational License Taxes. Business owners who register and file before Mar. 31 will avoid late fees and interest.

In January, the City's Department of Finance introduced the RVA Business Portal (rvapay.rva.gov/bpp), an online system designed to make managing business taxes and licenses easier than ever.

With this portal, business owners can:

• file and pay business taxes online quickly and securely
• generate invoices and track payments with ease
• manage business licenses in one convenient location

"We're so excited to have launched the RVA Business Portal at the beginning of this year, and we want folks to have as much time as possible to access the new system. That's why we're giving Richmond's business owners until Mar. 31 to register in the Portal and file their taxes - and they will avoid late fees and interest." said Sheila White, Director of the Department of Finance.

Residents are encouraged to visit the RVA Business Portal today and set up an account. For questions, business owners can contact the Department of Finance's support team to reserve an appointment or submit an RVA 311 service request.

A full list of online payment options can be found on the Department of Finance's website: rva.gov/finance/online-payment

Posted February 24, 2025

~ Report potholes using the city’s RVA311 app, RVA311.com or Call 3-1-1 ~

RICHMOND, Va. – As temperatures rise, the city is transitioning from snow removal operations to pothole repair efforts. The natural process of the ground freezing and thawing can create potholes. In response, starting tomorrow, the Department of Public Works (DPW) will launch a pothole push to repair the streets. Roadway crews are diligently working to clear the current 600 service requests for pothole repairs in the city’s database. The push is expected to last two weeks with crews working on weekends.

Residents can report potholes by calling 3-1-1, visiting www.RVA311.com or downloading the RVA311 app.

Our crews are dedicated to improving the safety of Richmond streets, and we appreciate your patience as we make these repairs.

For information on DPW, go to www.rva.gov/public-works or email us at AskPublicWorks@rva.gov.

We’re Social! For updates on DPW-related projects, activities and events visit us on Twitter @DPW_RichmondVA

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