Processing record requests is a balancing act. You’re trying to be transparent while also protecting people’s privacy—all while the clock is ticking on a legal deadline. Here is how to use Civic Review to keep your head above water.
1. Stop the "Basement Sprint"
If your current record request process involves running down two flights of stairs to the building department, only to find the file is actually in a box in the basement, you know the struggle.
Centralized Hub: By moving requests online, the "runaround" becomes digital. The application, the files, and the payment all live in one place.
Department Tag-Teaming: Use a Record Custodian selector. When a request for "original building plans" comes in, the Building Department gets an automatic email. They can upload the files directly to the application from their own desk.
2. Communicating without Searching for Emails
Ever had to dig through 50 old emails to find a specific clarification for a GRAMA appeal? It’s a nightmare.
The Messaging Portal: Keep all applicant communication inside the record. If they have a question about research costs, message them through the portal. If they appeal later, you have a perfect, timestamped transcript of every interaction.
Staff Notes: Use Internal Comments to talk to other departments about what needs to be redacted (like health info or private addresses) before you send the final file to the citizen.
3. Proving Your Worth with Data
Sometimes City Council needs to see just how much work you’re doing.
Quick Reporting: You can pull a report showing exactly how many requests you handled this year and—more importantly—your Average Response Time. Seeing that number drop from 14 days to 7 days is a powerful way to show how efficient your team has become.
4. The "Check-Out" Process: Retention
When you're finally done with a request, you need to make sure it’s stored properly for the long haul.
PDF Summaries: Click Print Record Data to get a clean PDF of the entire application.
The Zip File Trick: Click Download All Attachments to get a single folder containing every plan, ID, or document associated with that request. You can then toss that into your permanent archives and clear it off your active dashboard.
Check out this webinar if you'd like a more in-depth perspective on this use case.