NCC Provider Portal changes

Norfolk County Council have provided the following communication for Home Support providers:

Dear Provider,

We are making significant changes to the Provider Portal that will improve your experience.

We are aware that providers in the home support market have experienced issues with the Portal, ranging from the speed at which new packages of care are authorised and published on the Portal to problems clearing payment lines at the end of each period and how we use the Conversations facility. The following outlines the work we have undertaken so far in response to these and other issues, and the improvements you will be seeing in the coming weeks and months.

We acknowledge that some of these issues require further attention. Senior management in Adult Social Services takes this situation very seriously and is dedicated to working closely with providers to better understand these issues and their solution. We are committed to producing an efficient and effective end-to-end process for the entire market, and are therefore encouraged by the benefits that providers have experienced since the Portal’s launch, from greater visibility of documentation to quicker payments once information has been submitted. However, we recognise that issues remain and we are redoubling our efforts to resolve them.

Conversations and Communicating with Brokerage Service

We understand there have been issues with the acknowledgement of Conversations within the Provider Portal. We have made some changes to the way we work recently, and hope you will see a notable improvement in speed of response and the explanations we provide when closing Conversations.

We are committed to using the Conversations facility within the Portal as your main route into our Brokerage Service. Along with providing a record of our interactions the information we share with each other here encourages transparency and electronic working. You should use Conversations to interact with the Brokerage Service, be it to raise termination notices or request a change to the level of a care package. Brokerage Service will take such requests forward with the appropriate social work teams that hold the authority to agree any changes.

Contracts and Commencing Care Packages

There have been delays in getting care package documents onto the Provider Portal, and in some cases ensuring they reflect current contracts. We have focused on guaranteeing that where service users are under framework provisions, the contracts and care package details accurately reflect this on the Portal. You should see this resolved very shortly.

If you notice a change to a contract on the Portal, this will have been either at the instruction of a social work team or because of an annual fee uplift. In the case of an operational team decision please contact Brokerage Service via a Conversation if you are unsure as to why there has been a change.

If you need to report any contracts that should be on the Portal but are not, please escalate your issue to the Brokerage Service. Our position remains that care commences once documentation has been received. If documentation remains outstanding, Brokerage Service will resolve this with social work teams. Please contact Brokerage Service through the Conversation facility in the Portal – or in urgent cases contact the Brokerage Service manager directly ( or 01603 729231)

New Accept/Reject Functionality

Until now all your packages of care have been in the ‘Published’ list within the Contract Documents area of the Portal. As such you have had to search through all of your packages to find which ones have recently been added to the Portal. We are improving the way you can see and filter packages of care in this area, as well as adding new functionality for accepting and rejecting packages. This will reduce the time it takes to find newly published contracts, as well as giving you the ability to leave a comment for our Brokerage Service on why you might need to reject a package.

You will now have the option to accept or reject these packages. If the Care Package Line Item shows correctly, and you are happy with it, you can accept the package by clicking on the ‘Accept’ button. Once you have accepted the document, the package of care will be available straight away for you to invoice on the Portal.

If you are unhappy with the document, for example it shows an incorrect rate or incorrect hours, you will now be able to reject the document by clicking the ‘Reject’ button. When rejecting a contract document you must specify a reason as to why. This way our Brokerage Service will know how to amend the document before republishing it to the Portal.

For us to roll out this change we will need to agree all packages of care that have previously been published on the Portal. This is an operation that we will perform, and as a result you will see all packages that are currently agreed move from the ‘Published’ list to the ‘Agreed’ list. Do not worry if you have existing packages of care that you believe are incorrect. You will be able to dispute these incorrect packages by contacting the Brokerage Service through the Conversations area of the portal and requesting that a contract be amended.


Clearing Payment Lines

In order to move between payment periods you need to ensure that you clear all of your payment lines by invoicing for them. If there are any unresolved payment lines you will not be able to move to the next period. If there is a payment line you do not recognise or understand you should contact Financial and Exchequer Services by calling 01603 495702 (option 1), and the team will resolve the issue to allow you to move forward.

Reporting Technical Issues

If you experience any performance issues with the Portal please report them via email to Ryan Blackwell ( and we will respond to you within two working days. Please note however that the system is designed to automatically log you out after 10 minutes of inactively as an intended security feature.

If you have questions or concerns regarding any of these changes to the Provider Portal please contact Financial and Exchequer Services on 01603 495702 (option 1). If for any reason you are at risk of insolvency due to issues with the Portal please contact Steve Holland ( immediately to discuss.

Kind regards,

Norfolk County Council

Important: Liquid Logic – Provider Portal up-date

After some recent changes at Norfolk County Council and the way the Service Brokerage Team operates, you will no longer be receiving Service Users ISO / Service Agreement documentation via the post to your establishment.

The ISO will be published on the Provider Portal, which can be found under the “Contract Documents” tab on the home page.

If you are seeing contract documents that need accepting or rejecting please DO NOT action these by accepting or rejecting at this time. There is a small bug in the system that is being looked into as a matter of urgency, further communication will go out when the bug has been fixed.

The Service Users Care Documentation such as Care Plans, Support Plans and other associated Client Assessment Paperwork will be sent via a Conversation in the Provider Portal from the Service brokerage Team. These conversations can be found under the “Actions and Change Requests” tab on the home page. Continue reading

Provider Portal Go Live 23 November

Today we launch the new Provider Portal for providers of home support. If you would like more information introducing you to the changes, including our online training videos, please visit our website or view previous entries on the portal published on the blog.

You are able to now access the portal using the login details that you have been sent by NCC. When you log in you will be prompted to update the password you have been provided with and then create a six digit security code. After that you will be able to access the main menu from where you can perform a variety of activities. We suggest first viewing your contract documents, adding further contacts within your organisation to access the portal and amending actuals. Once you have updated the actuals you will be able to create an invoice to submit for payment.

We envision the Provider Portal will receive a lot of traffic immediately after go live. If you experience any initial instability with the system you can report this and any other issues to our payments team on 01603 495702 and select Option 1. If we experience any widespread issues with the Provider Portal we will communicate with you by email about them and the steps we are taking to resolve them.

Provider Portal – Benefits of the Portal

Norfolk County Council is replacing its current social care system CareFirst, with a number of new systems that will change how we interact with you and pay for the services that we commission. The most important of these systems for providers of care and support will be the Council’s new finance system ContrOCC and the Provider Portal. As we have outlined in these weekly updates we are now moving to ContrOCC for all our providers, and going live with the Provider Portal for all home support providers on 23 November (followed by residential providers from December and day support providers in the New Year. If you would like more information introducing you to the changes, including our online training videos, please visit our website.

The Provider Portal will be your window to the information held in ContrOCC and will offer all providers of care and support a number of benefits moving forward.

  • You will be able to view and manage your Individual Service Orders (ISOs) within the portal with the facility to download into a PDF document. For the first time all this information will be maintained in one place, giving you full access to the same documentation that Council Officers see – be it your current or historic ISOs
  • You will be able to review new ISOs and either ‘accept’ if the information is correct or ‘reject’ if you see any errors. This will eliminate delays in correcting minor errors in documentation and make more transparent what care has been commissioned
  • You will have the ability to control the access of your employees to the portal, adding and removing users as your staffing changes. With the Provider Portal you will be in a position to manage who can view and amend records, helping you to share vital information within your organisation
  • You will have the ability to maintain and edit the details the Council holds on your organisation’s address and contact details. This will help us to improve how we communicate with you, ensuring that you always receive up-to-date information
  • You will be able to view and download a lot more detailed remittance advice on the payments you receive from NCC. This advice will for the first time give you a breakdown of your payment by service user (including individual services if they receive multiple services)
  • You will also be able to communicate with multiple teams within Norfolk County Council through the portal and raise queries about care documentation, contracts and payments in one place. The portal will help us monitor messages, provide a record of queries including when they are logged and improve how we interact with each other

The Provider Portal also has a number of further benefits to providers, depending on the type of care you deliver.

  • Home Support and Day Support providers will have the ability to add details of the actual services they have delivered directly onto the system on a four weekly basis. This will give them complete control over this data and the power to create invoices within the portal that will result in prompt payment for the commissioned services provided
  • Residential Care and Supported Living will be able to review their next payment a week before processing, giving them the ability to check the details and make any amendments. This will help ensure that the Council always pays for the services provided

Overall the Provider Portal gives you more information on the care we commission, control over information on the care you provide and access to help resolve queries. All of this will result in a smoother, more transparent process from care arranging to payment for the services provided.