News Flash

NORFOLK, VA – The City of Norfolk was named as one of the three Citizen Engaged Communities in the U.S. for 2018-2020 by Public Technology Institute (PTI).  Norfolk received this recognition honoring Norfolk Cares Center for providing seamless, engaging service to citizens through multiple channels, providing citizens direct and open access and demonstrating accountability through performance reporting, not just for calls but also for service delivery.  This is the fourth consecutive time Norfolk has been named a citizen-engaged community, receiving the designation more than any other call center in Virginia.

The Norfolk Cares Center is the single point of contact for all citizen service requests, issues and inquiries and staff continue to try new and innovative ways to improve customer service.  In 2018, the Norfolk Cares Center partnered with Virginia 2-1-1 to provide an enhanced level of service to residents. 

Norfolk Cares representatives are available Monday – Friday from 7 am – 6 pm, but receive requests through voicemail, email and online 24 hours a day.  Last year, representatives participated in 27 engagement events, received 152,663 incoming calls and assisted with citizen inquiries and issues through an additional 57,994 outgoing calls. Norfolk Cares representatives also processed 22,497 online requests, 4,047 requests through email and another 8,073 mobile application requests.