PWC 311 Earns Multiple State and National Honors for Digital Service Delivery

Prince William County’s centralized customer service platform, PWC 311, has received widespread recognition across the Commonwealth and nationwide, earning a series of major technology and public-sector achievement awards since its launch. 

Launched in May 2025, PWC 311 serves as the county’s single, unified "front door" for constituent services. By integrating the web, a mobile app, phone, email and conversational AI into a cohesive customer relationship management system, the platform provides residents with 24/7 access to information and service requests in more than 70 languages. 

Over the past year, PWC 311 has achieved several significant milestones: 

2025 LocalSmart Award – Local IT Innovation of the Year (December 2025): Just six months after going live, PWC 311 was voted a winner by community members, residents and public-sector peers nationwide in the annual LocalSmart Awards, which recognize visionary projects that transform local government and make a lasting impact on residents' lives. 

2026 VACo Achievement Award – Technology (May 2026): The Virginia Association of Counties, or VACo, selected PWC 311 as an Achievement Award winner, honoring innovative local government programs that solve community challenges, modernize public service delivery and enhance quality of life across the Commonwealth. 

2026 Digital Counties Survey (July 2026): Presented by the Center for Digital Government and the National Association of Counties, Prince William County captured the No. 1 ranking in the nation for digital innovation among counties with populations between 500,000 and 999,999. PWC 311 was featured as a core accomplishment in this year’s submission and embodies the county’s approach to modernizing digital services, expanding online access to government resources, strengthening cybersecurity, advancing responsible artificial intelligence and improving collaboration across departments.   

2026 COVITS Commonwealth Technology Award (September 2026): Awarded by the Virginia Information Technologies Agency, or VITA, at the Commonwealth of Virginia Innovative Technology Symposium, or COVITS, this honor recognized PWC 311 for outstanding public-sector IT innovation that enhances government operations and the constituent experience. 

In its operational lifespan, PWC 311 has managed tens of thousands of inquiries across more than 55 service types—ranging from neighborhood maintenance to general county information—while maintaining an average live call answer speed of 13 seconds and a service request completion rate exceeding 90%. 

As autumn 2026 progresses, PWC 311 expects to add new service requests for Circuit Court, Solid Waste Management and Neighborhood Services. New features for “Willow”, the voice call answering agent, and an upgraded version of “Will”, the public facing AI chatbot, remain in development.  

Residents can access PWC 311 online at pwcva.gov/311, download the PWC 311 mobile app for iOS and Android, chat with Will on any page of the main county website, or call 311 or 703-792-4311 for assistance.