Wednesday, June 21, 2017

Introducing Richmond Gas Works

It’s an exciting time to work at the City of Richmond, especially at the Department of Public Utilities! Moving forward, the natural gas utility will be known as Richmond Gas Works.

Why a new name?
It was time we looked at the service we provide with a more customer-focused, market-driven approach. We may be in the public sector but that shouldn’t preclude us from implementing some of the effective, business-building strategies used in the private sector. The reality is that our natural gas utility customers could walk away today and still have their energy needs met by electricity and other fuel sources like oil and propane. So, we need to focus on customer service and promote the many benefits of choosing natural gas in order to build preference for our services. Branding the natural gas utility is our mechanism to achieve a stronger, more agile, market-driven and customer-focused organization.

In addition, more than 70 percent of our customers reside in Henrico and in Chesterfield. The name Richmond Gas Works is reflective of our regional reach and speaks to all who call Richmond home.

Same service commitment to our customers.
We want you to know that this new name will not impact how customers interact with us on a daily basis. There will be no interruption of service. Account numbers will stay the same, and customers can pay their bill the same as they always have. Because many of you are also customers, we want you to remain confident in your natural gas service and help spread the word to others when you can.

Same organizational framework within DPU.
Organizationally, DPU has been here since 1851 when City Gas Works was created. We’ll retain our organizational structure around our five lines of business – natural gas, water, wastewater, storm water and streetlights.  Only the natural gas division will be known as Richmond Gas Works. 

Then, what’s different?
In the coming months, as part of the new brand, we’ll launch social media platforms, a new website (, and rollout out a dedicated Richmond Gas Works customer service phone number (804-646-4646). Customers can choose to use the existing website and phone numbers they’re accustomed to – or can handle all their gas-related needs at the new options. As some of you already know, we’re starting to update employee uniforms to reflect the new brand and soon we’ll update our fleet.

Thank you for your work and service. We’re looking forward to this new chapter as Richmond Gas Works.

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