News Flash

The City of Norfolk was named as one of five Citizen-Engaged Communities in the U.S. for 2017 – 2019 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 third consecutive time Norfolk has been named a citizen-engaged community, receiving the designation more than any other call center in Virginia. 

Norfolk will be featured in an annual publication and on a PTI website featuring citizen-engaged communities. Norfolk Cares Center staff will represent the City and present best-practices in citizen-engagement at the regional and national level.  Their leadership will shape the future of engagement.

The Norfolk Cares Center is the single point of contact for all citizen service requests, issues and inquiries.  Norfolk Cares representatives are available Monday – Friday from 7 am – 6 pm, but receive requests through voicemail, email and online 24 hours a day.  In 2017, the Norfolk Cares Center participated in 46 engagement events, received 148,059 incoming calls and assisted with citizen inquiries and issues through an additional 68,642 outgoing calls. Norfolk Cares representatives also processed 22,361 online requests, 4,487 requests through email and another 5,892 mobile application requests.