Provider Portal – Invoice Payment Deadlines During the Transition

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. You will have access to the Provider Portal, which will be your window to the information held in ContrOCC such as details of the services we have commissioned from you for individual service users. You will use the portal to upload details of the services you have delivered, submit invoices and communicate with Care Arranging and Payments teams at Norfolk County Council.

From the end of November we will be processing payments to all providers of care and support through ContrOCC, but we will only be adding providers of home support to the Provider Portal at this time. Providers working in one of the other sectors of the care market will be added to the portal in a phased approach, but have access to all of our online training and support from November to help prepare. If you would like more information introducing you to the changes please visit our website here:


In order to make the transition from our existing system to ContrOCC and the Provider Portal we need to have a period of downtime when we transfer data and there will be no live payment system. To ensure you are promptly paid for the services that you provide over this period we want to guide you through the temporary changes we are making to our usual windows for processing your payments, the steps you will need to take and your key deadlines.

  • You will need to submit your invoices for the period of 18 September to 15 October 2017 by 30 October 2017 at the latest. We will guarantee that all correct invoices matching the ISOs we have in place received by this date will be paid no later than 8 November.
  • Any invoices for the period 18 September to 15 October 2017 that are not received by 30 October will be held by Norfolk County Council staff and processed from when ContrOCC goes live, which will be on either the 22 or 23 November.

When ContrOCC goes live on 22 or 23 November you will be able to start accessing the Provider Portal with the login details we will have sent you prior to go live. Providers who submitted their invoices by 30 October will be able to immediately upload the hours of care they provided (actuals) and submit invoices for the period 16 October to 12 November 2017.

Provider who do not submit their final invoices under the old system by 30 October will have to wait for those invoices to be processed and paid in the new system, delaying their access to the Provider Portal potentially up until the week beginning 27 November as we process your invoice for the period 18 September to 15 October 2017.

Following this timeline will ensure you receive prompt payment for the services you provide and gain access to the Provider Portal without delay. In the coming weeks we will provide further information around what we will be doing to support you around the go live date to ensure you have a smooth transition, and if you have any concerns about this timeline please email James Beiley at