PWC 311

PWC Works projects reflect our commitment to striving for exceptional customer service, maximizing operational efficiencies, increasing modernization, providing excellent service delivery and collaborating with the community to coordinate a response that achieves the best possible outcomes for our residents and the overall well-being of the county.

What is PWC 311?

Gone are the days of having to remember or know what department does what and how to request Prince William County government assistance! We are excited to introduce a new centralized Customer Relationship Management (CRM) platform that will make it easier for residents, businesses and visitors to access non-emergency public services. Having an accessible, one-stop and convenient way for you to contact the county for service requests quickly, report an issue and get information — all through multiple mediums like phone, mobile app, chatbot and online portals – honors our commitment to exceptional customer service. With PWC 311, you can contact county agencies, look for information, find services and submit online requests. The goal is to make the entire process of doing business with the county a smoother, more accessible, transparent, and faster experience, allowing you to interact with your local government in a way that works for you and where you can track the status of your request in real time.

Main Goals of PWC 311

This project will roll out in phases, starting with the services that matter most to you. Here’s what you can expect:

• Centralized Access: We will establish a centralized phone number and online portal to handle non-emergency requests for constituent services and information about government services, general requests for service, and status updates on your service requests.
• Improved Service Delivery: We are committed to providing a more efficient way for you to report issues, track your requests and receive faster responses. Your needs are our priority, and we strive to enhance your experience with our services.
• Enhanced Community Engagement: We have created easy avenues for you to stay informed, get involved and connect with county services. Your participation is crucial, and we encourage you to take advantage of these opportunities to engage with your community.

Throughout this project, we’re working with key groups like local government agencies, businesses, employees, and most importantly, residents. Updates will be provided, and there will also be opportunities to participate in conversations and provide feedback. Consultations, surveys, public meetings, and workshops will help shape the future of the 311 platform. A core team will work to develop and guide the project led by our Department of Information Technology (DoIT).

The 311 service will help keep you informed by providing real-time updates on your requests, creating a more connected community where getting the information and services you need from your government is easier than ever.

Success Criteria for PWC 311

• Successful implementation of the CRM system
• Configure up to 80 constituent service requests
• County agencies and employees are successfully trained on new workflow processes and procedures
• The necessary data reporting capabilities are established
• Successful transition from decentralized workflows to the new CRM system
• Adoption of the system by residents, businesses and visitors for non-emergency public services