PWC 311 Delivers Faster, Easier Access to County Services for Residents

Prince William County’s PWC 311 service has quickly become a powerful tool for connecting residents to county services, simplifying how issues are reported, tracked and resolved since launching in May 2025. The results were shared during a recent Board of County Supervisors meeting, highlighting strong resident engagement and responsive service delivery in the program’s first months. 

Designed to make local government more accessible, transparent and responsive, PWC 311 provides residents with a single, easy-to-use point of contact to request services, find information and monitor progress in real time. 

“PWC 311 is about making life easier for our residents,” said Deputy County Executive Dr. Alicia Hart. “It gives the community a simple, reliable way to connect with county services, whether it’s getting information, reporting an issue or finding the right resource. It’s not just a platform; it’s a commitment to accessibility, transparency and partnership with the people we serve.” 

Built around four core goals, PWC 311 is focused on delivering solutions, connecting residents quickly to the appropriate departments, providing visibility into request status and tracking progress from start to finish. 

In its first months of operation, residents have used PWC 311 to report and resolve a wide range of concerns, including exterior property maintenance, trash, junk and debris, unpermitted home businesses, abandoned vehicles, outdoor storage issues, construction site concerns, streetlight inquiries and general service requests. 

Community engagement with the system has been strong across multiple access points since launching last year: 

• The PWC 311 chatbot, Will, handled 36,082 inquiries 
• The voice bot, Willow, managed 5,264 interactions, generating 171 service requests 
• Live agents assisted residents 20,018 times, creating 1,307 service requests 
• The mobile app recorded 128 interactions 
• Email requests totaled 108 

Altogether, PWC 311 has processed 63,750 resident interactions and service requests. 

Adrienne Hughes, who submitted concerns related to trash, junk and debris, shared, “Thank you for your help. I am proud of the service and quick response you have provided for our neighborhood.” 

The Harrison family, after reporting a damaged street sign, commented, “Kudos to the PWC team who responded so quickly and brought us a new street sign. Thank you. We really appreciate it.” 

“I really appreciate that we are about to provide an update on that work and all of the various ways in which now the community can reach our government to get work done,” Prince William County Executive Chris Shorter said before a recent presentation to the Prince William Board of County Supervisors. 

“PWC 311will continue evolving as more residents use the service, helping improve efficiency, accountability and customer experience across county government,” Shorter said.  

Residents can connect with PWC 311 anytime by calling 311, visiting the online portal, using the PWC 311 mobile app on iOS and Android, emailing [email protected] or chatting with the virtual assistant at pwcva.gov/311.