Prince William County announced on May 15 that its 311 system has completed its first year of operation, expanding from four to six channels for residents to access county services. The system now includes web, mobile app, chatbot, live agent call center, after-hours AI voice agent, and email-to-case.
The expansion aims to provide residents with continuous access to local government services through their preferred communication methods. Over the past year, the county reported nearly 90,000 total interactions across all platforms.
The live agent call center remains central to operations. Analysts handled more than 40% of all interactions by answering over 36,000 calls in the past year. The team maintained an average speed of answer at 12 seconds and an abandonment rate of three percent. Staff also developed more than a thousand knowledge articles—most available for public use—to help employees and residents find accurate information quickly.
Different contact methods led to different types of requests: general inquiries and trash or debris concerns were common across platforms. Live agents typically addressed complex or property-specific issues such as accessory structure approval requests. AI-powered tools like Will chatbot managed nearly 40,000 interactions related mostly to tax administration and real estate questions. Willow—the after-hours AI voice agent introduced in summer—handled almost nine thousand calls about animal concerns or urgent issues needing emergency services intervention.
In total, nearly seven thousand service requests were submitted via all channels with a completion rate exceeding ninety-five percent. According to the county’s report, “the results demonstrate that digital transformation enhances rather than replaces the human element of service delivery.” Residents can learn more about PWC 311 or follow updates at pwcva.gov/311.
