PWC 311

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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 figure out which County department does what to request services, report issues or access government support! We are excited to introduce a new centralized Customer Relationship Management (CRM) platform that will make it easier for residents, businesses and visitors to request public services using the channel of their choice — via phone, mobile app, web portal or a new multi-lingual chatbot powered by artificial intelligence (AI). PWC 311 is part of honoring our commitment to provide exceptional customer service to constituents. 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

PWC 311 will include the services that are most frequently requested. Here’s what you can expect:

  • Centralized Access: Whether you access PWC 311 by phone, the online portal, mobile app or through Will – our AI chatbot, all non-emergency requests for constituent services and information about government services, general requests for service, and status updates on your service requests are managed in one centralized customer service platform.
  • Improved Service Delivery: Prince William County is 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

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 figure out which County department does what to request services, report issues or access government support! We are excited to introduce a new centralized Customer Relationship Management (CRM) platform that will make it easier for residents, businesses and visitors to request public services using the channel of their choice — via phone, mobile app, web portal or a new multi-lingual chatbot powered by artificial intelligence (AI). PWC 311 is part of honoring our commitment to provide exceptional customer service to constituents. 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

PWC 311 will include the services that are most frequently requested. Here’s what you can expect:

  • Centralized Access: Whether you access PWC 311 by phone, the online portal, mobile app or through Will – our AI chatbot, all non-emergency requests for constituent services and information about government services, general requests for service, and status updates on your service requests are managed in one centralized customer service platform.
  • Improved Service Delivery: Prince William County is 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

  • PWC 311 Launches May 15, 2025

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    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.”

    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.

    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.

    Read the full press release: