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Norfolk County and its future growth are dependent upon a long-term strategy and action on Customer Service.
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Please note: This page is updated quarterly.
Information current as of February 28, 2022.
Centralized Front Counter and Call Centre
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On Track |
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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.
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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.
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Pop-up Service Strategy
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On Track |
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Key Accomplishments
- Phase 1 – west-end pop-up services identified for Delhi, Port Rowan and Langton as part of the Reopening Strategy.
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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).
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Project Pending |
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Key Accomplishments
- Phase 2 – strategy to enhance pop-up services to other areas within Norfolk County.
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Next Actions/Milestones
- Expected implementation 2022.
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Digitization Implementation
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Delayed |
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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.
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Next Milestones
- Testing and implementation of most new systems fall -2021.
- Full implementation of all systems slightly delayed from original schedule.
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Administrative Process Review
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On Track |
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Key Accomplishments
- Internal review to reduce or eliminate manual processes, focus on adapting existing administrative processes to be customer-centric and citizen-focused.
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Next Milestones
- A focus group of key divisional staff has been established and review is in progress.
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Continuous Customer Service Improvement Strategy
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Project Pending |
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Key Accomplishments
- External Review of current and future service delivery with strategy to achieve further efficiencies and streamlining and improved customer service goals.
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Next Milestones
- RFP expected Q1 – 2022 Project to be completed in 2022.
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