Norfolk County and its future growth are dependent upon a long-term strategy and action on Customer Service.

 

Please note: This page is updated quarterly.
Information current as of February 28, 2022.

Initiatives

 

Centralized Front Counter and Call Centre

seventy five per cent icon On Track

 

Key Accomplishments

  • Building on the results of the 2020 centralized customer service pilot project, the County launched a permanent service program called ServiceNorfolk in January 2021.
  • ServiceNorfolk Agents provide a variety of in-person services located in Simcoe at the Robinson Administration Building as well as a corporate call centre located at the Delhi Administration Building focused on first-call resolution and warm transfer wherever possible.
  • Implemented a telephone queue to better manage call volumes and response times.

 

Next Actions/Milestones

  • Additional actions for service delivery pending. Full scope of services to be determined pending review and analysis of administrative functions related to customer service – expected to finalize Q1-2022.

 

 

Pop-up Service Strategy

seventy five per cent icon On Track

 

Key Accomplishments

  • Phase 1 – west-end pop-up services identified for Delhi, Port Rowan and Langton as part of the Reopening Strategy.

 

Next Actions/Milestones

  • Weekly pop-ups opened in Delhi and Port Rowan.
  • Waiting for renovations to finish at Langton Community Centre in order to open Langton pop-up location (expected Q1 2022).

 

zero per cent icon Project Pending

 

Key Accomplishments

  • Phase 2 – strategy to enhance pop-up services to other areas within Norfolk County.

 

Next Actions/Milestones

  • Expected implementation 2022.

 

 

Digitization Implementation

fifty per cent icon Delayed

 

Key Accomplishments

  • Implementation of electronic systems to improve customer experience.
  • Self-service online applications and payment options for taxes, parking tickets, building permits, planning applications, property assessment, tax account lookup and online tax certificate requests.

 

Next Milestones

  • Testing and implementation of most new systems fall -2021.
  • Full implementation of all systems slightly delayed from original schedule.

 

 

Administrative Process Review

seventy five per cent icon On Track

 

Key Accomplishments

  • Internal review to reduce or eliminate manual processes, focus on adapting existing administrative processes to be customer-centric and citizen-focused.

 

Next Milestones

  • A focus group of key divisional staff has been established and review is in progress.

 

 

 

Continuous Customer Service Improvement Strategy

zero per cent icon Project Pending

 

Key Accomplishments

  • External Review of current and future service delivery with strategy to achieve further efficiencies and streamlining and improved customer service goals.

 

Next Milestones

  • RFP expected Q1 – 2022 Project to be completed in 2022.