Prince William County 311 Marks One Year of Service, Expands Access and Capabilities

One year ago, on May 15, 2025, Prince William County’s 311 system launched across four channels: web, mobile app, chatbot and live agent call center. Over its first year, the program expanded to include two additional channels: an after-hours AI voice agent and email-to-case. 

The 311 system was introduced to serve as a “front door” to county services, giving residents and customers the ability to connect with local government 24 hours a day, seven days a week, using their preferred method of communication. The county has seen significant use of its self-service options, including the web portal, mobile app, Will chatbot and after-hours services. By integrating advanced technology with dedicated human expertise, PWC 311 reached nearly 90,000 total interactions in its first year. 

At the center of the operation is the live agent call center, where dedicated analysts handled more than 40% of total interactions, answering 36,693 calls over the past year. The team maintained an average speed of answer of 12 seconds and an abandonment rate of 3%. This performance is supported by the county’s commitment to clear and accessible information. Over the past year, staff developed 1,119 knowledge articles, with 1,087 available for public use, helping both employees and residents quickly find accurate information. 

Data from the first year shows that the method of contact often shapes the type of request. Across all channels, general requests and trash, junk and debris concerns consistently rank among the most common. However, distinct trends emerge by platform: 

• Live agent analysts typically handle more complex, property-specific issues, with accessory structure approval concerns among the most frequent requests.  

• AI-powered tools serve as the first point of contact for high-volume informational needs.  

• Will, the AI chatbot, managed nearly 40,000 interactions, frequently assisting with tax administration and real estate inquiries.  

• Willow, the after-hours AI voice agent, introduced in summer 2025, handled 8,885 calls, addressing topics ranging from animal-related concerns to directing urgent issues to emergency services.  

• Web portal and mobile app users most often submit service and maintenance requests, including tall grass and weeds and abandoned or inoperable vehicles. Mobile users also tend to submit more specific concerns, such as overcrowding or unpermitted home businesses.  

In total, 6,924 service requests were submitted across all platforms, with more than 95% successfully completed. The results demonstrate that digital transformation enhances, rather than replaces, the human element of service delivery. 

Whether a resident calls during peak hours between 10 a.m. and noon or uses the mobile app to report a concern, county systems and staff work together to provide a seamless experience. 

To learn more about PWC 311 and track its progress, visit pwcva.gov/311.