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Prince William County rolls out PWC Works 311 system to centralize resident service requests
Summary
County Executive Shorter announced the launch of PWC Works, a consolidated 311-style system intended to let residents submit and track service requests across county departments. Supervisors praised the tool’s reporting and accountability features and asked about integration with district offices.
Prince William County Executive Shorter announced the launch of a consolidated resident-service platform — branded in the meeting as “PWC Works” — that county leaders said will let residents submit, track and receive updates on service requests from a single online or mobile interface.
Shorter told the Board of Supervisors the system launched the prior week and that county communications prepared a short video. “Welcome to PwC,” he said while showing the clip, which described the platform as “1 stop shop for service requests. Our 247 for quick answers and guidance.” Shorter credited the Department of Information Technology and named Rob Mancini, director, for leading the effort and said 11 county agencies and roughly 43–44 service-request types were initially available.
Board members said the platform should reduce nonemergency 911 calls and improve constituent service tracking. Supervisor Franklin said her office shadowed 911 operators and found many calls are for routine information; she called 311 a “good system to launch.” Supervisor Angry and others asked whether district offices and chiefs of staff could enter requests manually and whether the platform would capture calls that are still placed by phone. Shorter and staff said the platform can record who opened a service request, where the request originates (including magisterial district), how long it takes to close the request and whether repeat requests are being filed.
Mandy Spina, Director of Development Services, and other department staff briefed supervisors on planned rollouts and training for supervisors’ offices; Shorter said IT and the project team had briefed district offices ahead of the launch.
Supervisors pressed staff on whether the district offices’ existing manual tracking could be merged with the new system; staff said that feature is available — a request can be opened by a resident, a district chief of staff, or another county employee and that the county will produce regular reports showing types of requests and closure times.
County leaders said the platform will support accountability by showing who handled requests, where callers are located and how long closures take. Shorter and board members said they expected continued refinements and reporting back to the Board on performance.
