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IMPACT Care Center
Well Managed Government through Customer Focus

is an initiative led by the Department of Information Technology to become a more responsive customer-oriented organization. IMPACT is a new way of providing customer service. The goals of IMPACT are (1) to have data-driven solutions that are measured and reported to the public and (2) to have a more efficient, better-managed method of quality control to address issues affecting our City.

Goals of the Initiative:

  • The City will manage resources in a manner that allows staff to resolve customer service requests with minimal delay.
  • City employees will exhibit a customer-oriented focus in the delivery of services.
  • Residents will be able to contact a “one-stop shop” for most questions and concerns.


Long-Term Plans:

  • A group of customer service representatives will be responsible for handling service requests from initiation to completion.
  • Customer service representatives will provide residents and business owners with timely status reports.
  • Response times will be tracked and monitored for all areas.

Progress to Date:

  • Implemented call-back process that allows citizens and customers to obtain updates on previous requests if the customer service representative was provided a specific location (address, block or intersection).
  • Collaborated with other call centers such as Hampton and Richmond.
  • Explored software solutions.
  • Created over 500 Frequently Asked Questions (FAQs) and scripts to help customer service representatives respond quickly and provide accurate information.
  • Trained the Department of Public Health on the use of the Call Center’s database for work requests.
  • Coordinated with Norfolk Fire/Rescue to begin handling non-emergency requests.
  • Implemented a Call Center Training Program with Waste Management.

Next Steps

  • Continue to create and refine FAQs
  • Continue coordinating the transfer of various departmental calls to the Call Center.
  • Continue to develop software to support IMPACT activities.