Efficient and Responsive Government- FY 2024

A data-informed and innovative organization that delivers essential services efficiently and is responsive and accountable to the community. As good stewards of our resources, prudent budgeting and financial practices demonstrate fiscal responsibility and increase resilience to economic shocks.

The Resident Survey was conducted in the fall of 2022, with the next one occurring in 2024. There are three Resident Survey questions the City uses to track its performance related to creating a more Efficient and Responsive Government. See the satisfaction rate for those three questions in the call-outs below.
The City strives to offer quality services while being fiscally responsible. To learn more about all of the services tax-payer dollars support in FY 2024, click here.
Several City departments work to enforce City codes and ordinances. These include but are not limited to Neighborhood Service's Code Enforcement division which enforces codes for private property maintenance, Parks and Recreation's Park Rangers that enforce city code in all city parks and open spaces, the City's Planning Department provides enforces building codes for the city and state, and the Fire Department enforces compliance with the Virginia Statewide Fire Prevention Code.
As a city, Norfolk is committed to being fiscally sustainable and responsibly managing the city's financial and physical resources. The city's Department of Finance webpage provides information on how the City manages its financial resources. Information on how the City cares for its physical infrastructure can be found on the Public Works webpage.
The City also tracks the performance of services across multiple departments related to the goal of making a more Efficient and Responsive Government. Read more about these performance measures in the visuals below.
Total Customers Contacting Norfolk Cares via Phone, Web Portal, and Email
The Norfolk Cares Center is a single poing of contact for visitors, residents, and businesses to request a city service, report a concern, or seek information about Norfolk. All requests can be submitted confidentially unless the citizen requires a call back. Data submitted by the department shows an eight percent projected increase in total customer contacts for FY 2024 when compared with FY 2023. This includes phone, web portal, voicemail, and email.
Average Wait Times for Norfolk Cares Calls
The national best practice standard for call wait times set by 311 Nationwide reporting is two minutes. Average wait times for the Norfolk Cares call center is around three minutes. Norfolk Cares handles two types of calls: informational and service requests. Informational calls result in answers to basic questions (i.e., Carnival cruise schedules, marriage license inquiries, library operating hours, etc.) and these types of calls are typically handled within 30 seconds. Service request calls can be more time-consuming.
Maintain Compliance with Virginia Statues and the City’s Investment Policy
The Debt and Cash Management program in Norfolk's Finance department is responsible for the city's debt management and cash investments. The program ensures that the city is able to administer full and timely payments in compliance with all rules and regulations. By managing the city's cash and investment balances, the program is also able to ensure the city is able to meet its expenditure obligations.
Number of Datasets and Data Stories Added to the City’s Open Data Portal
CivicLab's Open Data Portal is the data hub of the City of Norfolk. The Open Data Portal has a wide variety of dashboards and data stories for residents to view. Dashboards and datasets include, but are not limited to, police reports, the resident survey, permits and inspections, diversity statistics, and code enforcement cases. The Open Data Portal enhances transparency to our residents by providing a convenient way to access frequently requested public data.
Check out the other performance measures tied to the Efficient and Responsive Government service objective in this filtered dataset!

FY 2024 Budget Action Highlights - Efficient and Responsive Government

Information Technology Security - Since 2020, the city has experienced an increase in malicious cyber-attacks and information technology security related incidents. The city blocked 16,000 malicious email attacks in 2020 and more than 7.8 million malicious email attacks in 2022. The adopted budget includes the addition of a Chief Information Security Officer position to assist with keeping enterprise information, technical data, and resources protected against unauthorized access. This includes maintaining and updating software, hardware, and appliances that are involved with cyber security.
Investing in Team Norfolk - To continue to attract and retain talented employees, the adopted FY 2024 budget includes several investments in Team Norfolk. To maintain employees that provide core government services, a 5 percent general wage increase for all general, constitutional, and non sworn employees is included in the adopted budget. Additionally, the adopted budget includes a step increase, plus a 2.5 percent increase (for a minimum of a 5 percent increase) for sworn employees on Pay Plan 5.
Enhance Citywide Title VI Compliance - Title VI of the 1964 Civil Rights Act prohibits discrimination based on race, color, national origin, or disability status in any program or activity that receives federal funds or other federal financial assistance. Since the city is a recipient of federal funds, the City is legally required to address Title VI compliance. This action will provide funds for a dedicated Management Analyst II position to manage and enhance citywide Title VI compliance.

Want to learn more about how the City is tracking it's Strategic Goals and Objectives? Click here to head back to the homepage!