The Prince William County Department of Public Safety Communications (DPSC) is set to introduce PowerEngage, a new feedback system for residents. This platform will send text-based surveys to individuals following certain 911 or non-emergency calls. The initiative aims to gather insights into the experiences of residents with DPSC’s call takers, identifying both positive interactions and areas for improvement.
Starting in July, these surveys will be dispatched via text shortly after a call is made. Residents will receive messages from the number 571-351-1825, beginning with: “This is Prince William County 911. Based on your recent 911 or non-emergency call, please take a minute to answer the following questions.”
Survey participants will be asked about their satisfaction with how their call was handled and may also provide feedback on the attitude of the call taker, overall service quality, and whether they desire follow-up communication from DPSC leadership. Open-ended comments are encouraged for additional feedback or commendations.
“This is about accountability, transparency and keeping our residents at the center of everything we do,” stated 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.”
The responses collected through PowerEngage will inform internal training programs, guide leadership decisions, and recognize exceptional service within DPSC. Participation in these surveys is voluntary; residents can opt out by ignoring the message, replying “STOP” to discontinue future texts or contacting DPSC directly at 703-792-6500.
“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.”
It should be noted that these surveys are not monitored for emergency requests; emergencies should still be reported by dialing 911.
For further details about DPSC services, visit pwcva.gov/pscc.
