PWC 311

Local IT Innovation of the Year

In 2025, Prince William County launched PWC 311, a centralized customer relationship management platform designed to transform how residents, visitors, and businesses access government services. Available by phone, mobile app, web portal, and a multilingual AI chatbot “Will”, the system simplifies service delivery and enhances transparency. Launching this summer, “Willow” — a first-of-its-kind AI voice bot in government — will further expand access by offering 24/7 voice support using natural language processing to resolve inquiries quickly and accurately. The launch of PWC 311 is part of a broader effort to modernize government operations and improve the overall customer experience. It reflects PWC’s commitment to innovation, digital transformation, and resident engagement by creating a responsive, modern customer experience for all. It furthers highlights how the county is building public trust and positioning itself as a model for participatory, forward-thinking local governance.