Prince William County Introduces PWC 311: A New Customer Service Platform that Quickly and Efficiently Connects the Community to Services and Support

Prince William County has officially launched PWC 311, a new centralized platform that makes it easy for residents, businesses and visitors to request services, report issues and access government support using their preferred mode for communications. Designed to optimize customer satisfaction and service delivery, PWC 311 connects users to county departments through a single, user-friendly system available by phone, mobile app, web portal and “Will” — a new multi-lingual Artificial Intelligence (AI)-powered chatbot available on the county website.

The platform is part of a broader effort to modernize service delivery, improve customer experience and strengthen transparency and accountability across county government.

“The launch of PWC 311 is a major step forward in our ability to serve the community with greater responsiveness and accessibility,” said County Executive Chris Shorter. “This platform reflects our commitment to making it easier for residents and government to work together and highlights Prince William County’s continued focus on providing accessible, innovative and exceptional public service.”

With PWC 311, constituents have multiple options to connect with county government, when it’s convenient for them. Service requests can be submitted through the 311 call center during business hours, and 24/7 through the online portal, mobile app or AI chatbot. Once a user submits a request, it is automatically routed to the correct county department for resolution, and users receive a confirmation number that enables them to track progress. Portal and app users have the ability to create an account to track the status of all their service requests and can also opt in to receive email updates.

“Customer Relationship Management solutions, recent advancements in AI and other related technologies have reached a level of maturity where robust, multi-channel, customer-focused 311 services deliver great experiences and provide a solid return on investment for local governments and the communities we serve,” said Rob Mancini, the county’s Chief Information Officer and Director of the Department of Information Technology (DoIT). “Cross-collaboration between all of my DoIT colleagues, county departments and the county leadership team combined with our relentless focus on delivering value and a user-friendly experience to our community were essential to the successful launch of PWC 311 and will continue to drive our work forward.”

PWC 311 currently supports more than 40 request types - from reporting graffiti or streetlight outages to requesting more information about real estate tax assessments or upcoming events at one of the county’s parks. The system streamlines how service and information requests are handled, increasing information and service delivery efficiency, consistency and accuracy.

PWC 311 allows users, as well as county leadership and staff, to monitor the status of requests in real-time, providing a new level of transparency and accountability. This visibility helps the county better allocate resources and continuously improve service delivery. If a specific request isn’t available, users can also submit a general request to get the support they need.

PWC 311 offers several easy-to-use access points: 

• Phone: Dial 311 within the county to submit service requests or get information about government services. A live agent is available to assist you Monday through Friday, 8 a.m. to 5 p.m. 
• Mobile App: Available on the Apple App Store and Google Play. The PWC 311 mobile app lets users report issues, manage service requests and receive updates—all from their smartphone anytime, anywhere.
• Website Portal:  Visit pwcva.gov/311 to submit requests, report concerns and access resources anytime.
• AI Chatbot "Will":  Available 24/7 at pwcva.gov, “Will” supports more than 70 languages and can guide you through the service request process, answer frequently asked questions and point you to helpful county information and resources.  

For more information or to submit a service request, visit: pwcva.gov/311.