Prince William County’s AI-Powered 311 Service Handles Nearly 40,000 Resident Conversations in First Year
Prince William County’s award-winning PWC311 platform is demonstrating the impact of AI-powered resident service at scale.
In its first year, the centralized platform supported nearly 90,000 resident interactions, with Citibot-powered AI assistant named “Will” handling nearly 40,000 conversations. By combining AI, self-service, and human-in-the-loop support across multiple channels, PWC311 is helping residents access County information and services faster while allowing staff to focus on more complex needs.
Highlights from PWC311’s first year as a centralized service model include:
An average live-agent answer time of less than 12 seconds
A completion rate of more than 95% across nearly 7,000 service requests
PWC311 has also received significant third-party recognition for its approach to modernizing public service:
2026 Virginia Association of Counties Achievement Award in the Technology category
2025 StateScoop LocalSmart Award for Local IT Innovation of the Year
First place in the 2026 Digital Counties Survey among counties with populations of 500,000 to 999,999
Together, these results and honors position PWC311 as a leading example of how local governments can use AI and human expertise to deliver more accessible, responsive, and efficient resident service.
