Prince William County Office of Public Safety Communications Launches New Resident Feedback System

The Prince William County Department of Public Safety Communications, or DPSC, is launching PowerEngage, a new platform that will send quick, text-based surveys to residents following certain 911 or non-emergency calls for service. This new tool gives residents an opportunity to share feedback about their experience with DPSC’s 911 call takers, helping the department identify positive interactions and opportunities for continuous improvement.  

Starting in July, surveys will be sent by text shortly after the call and ask residents to rate their experience and offer additional comments or suggestions. Texts will come from the number 571-351-1825 and begin with the message: “This is Prince William County 911. Based on your recent 911 or non-emergency call, please take a minute to answer the following questions.” 

In addition to the initial question, “How satisfied are you with the way the 911 call taker handled your call?” residents may be asked about the call taker’s attitude, the overall quality of service and whether they’d like a follow-up from DPSC leadership. Participants can also leave open-ended comments to share additional feedback or to commend staff. 

“This is about accountability, transparency and keeping our residents at the center of everything we do,” said Michele Surdam, Director of Public Safety Communications. “PowerEngage gives us real-time insights into how we're doing and how we can do better. It’s one more step toward creating a stronger, more responsive customer experience.” 

Responses will be used to strengthen internal training, inform leadership and recognize outstanding service. Participation is optional. Residents who do not wish to take part can simply ignore the message, reply “STOP” to opt out of future texts, or call the Department of Public Safety Communications at 703-792-6500 to be removed from the distribution list. 

"PowerEngage reflects our broader commitment to modernizing county services and improving the resident experience," said County Executive Chris Shorter. "By embracing transparency, innovation, and responsiveness, we are working to ensure that every interaction with Prince William County government is a positive and meaningful one.” 

Please note: these surveys are not monitored for emergency requests. To report an emergency, always dial 911. 

For more information about DPSC, visit pwcva.gov/pscc.