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Charlotte, North Carolina by the Numbers
943,476
Residents
3 Days
Average Response Time
Before JustFOIA, the City of Charlotte’s public records process lived across email inboxes, a homegrown tracking system, and department‑level logs, introducing manual data entry, limited visibility, and fragmented communication. For a city focused on modernization, these gaps became increasingly unsustainable.
By adopting a centralized intake and decentralized fulfillment model supported by JustFOIA, a leading public records request management software platform, citywide records management team now triage and route requests while departments collaborate in a single system with standardized templates, automated reviews, and real‑time notifications.
The outcomes were immediate and measurable: faster response times, stronger community trust, fewer escalations, and a consistent process across every city department.
The Daily Detours That Exhaust Records Teams
Responding to public records requests isn’t just “processing paperwork.” It is safeguarding community trust and managing one of the most sensitive communications channels between government and the public. Records managers must balance accuracy and speed while fielding pressure from requesters, media, attorneys, and leadership.
Charlotte’s process had daily detours, like:
- Requests arriving in multiple places
- Re‑typing and re‑entering information
- Citywide correspondence pulls from the city’s network
- Scattered communication across email chains
- Fear of a request falling into the “abyss”
These were not minor inconveniences. They were stressors that stole time and impacted community confidence.
Improving the process wasn’t just operational; it was about supporting the people doing the work.
Game Changer – An Automated Public Records Solution that Works for Charlotte
When Charlotte adopted JustFOIA, used widely as a public records request software, they didn’t just modernize their workflow; they significantly reduced administrative burden.
Citywide Records Management Team kept their centralized intake model, but everything after that became smoother:
- Templated communication for consistent messaging
- A single workspace to reduce confusion
- A centralized location to capture all things regarding requests
- Automated approval paths for sensitive requests
- Keyword deflection that enables self-service for requesters
The shift replaced inconsistency with consistency, better accountability, and responsiveness.
Skip the Busywork – Automation That Replaced Manual, Repetitive Tasks
JustFOIA captures requester information directly, eliminating inbox‑to‑spreadsheet re‑entry and reducing the mental load of tracking requests manually. Dashboards, statuses, and automated notifications replace one‑off follow‑ups.
Communication becomes centralized through a complete conversation history. Staff no longer sift through email threads or retype messages.
The single biggest turning point was leaving paper-based redaction behind. With JustFOIA, staff can search for sensitive content, apply digital redactions, and collaborate seamlessly, no printing, taping, or rescanning.
Even walk-in requests are now captured directly in the system, ensuring nothing falls between the cracks.
Cut the risks – Confident That PII Remains Private and Confidential
Charlotte standardized redaction practices across departments. Originals are preserved, redactions are burned in, and the system automatically logs reasons for each redaction to meet North Carolina’s disclosure requirements.
Staff put the system through its paces, actively trying to expose sensitive information to confirm it remained protected. It held. That reliability built deep, lasting confidence across the team.
Audit trails and version tracking give leadership full visibility into bottlenecks and staff actions, strengthening accountability at every level.
Get the Help You Need – Change Management That Sticks
Charlotte approached change management intentionally:
- Created a custom training manual from MCCi materials
- Include training components within the quarterly liaison meetings plus one-on-one sessions
- Use a sandbox environment to safely test workflows
- Meet regularly with their MCCi Client Success Specialist for guidance
Creative Adoption: The Records Rumble
To build momentum across departments, Charlotte launched the “Records Rumble,” a friendly internal competition that jump-started system implementation citywide. The contest ran for roughly six months, but the engagement it generated outlasted it. Directors now track performance metrics regularly, and outstanding requests continue to decline.
Results
Charlotte saw immediate, measurable improvement, despite rising volume from better centralization.
- Faster responses: ~29 days ➜ ~3 days
- Higher trust: positive feedback from frequent requesters and media
- Fewer escalations and complaints
- Greater transparency: centralized portal + status tracking eliminated the “abyss” feeling
- Citywide consistency: All involved in the process are aligned on process.
- Increased security & efficiency: integrated IT email pulls reduce duplicates and maintain complete version history
Why It Matters
Charlotte’s story demonstrates how a smart centralized intake and decentralized fulfillment model, combined with automation and intentional change management, can remove everyday friction from public service.
This is what public sector modernization looks like in practice.
Charlotte:
- Skipped the busywork with automation
- Cut the risks with reliable redaction and audit trails
- Strengthened trust with more consistent communication and transparency
Looking Ahead
Charlotte continues to build on these improvements and is evaluating new JustFOIA capabilities that support secure, streamlined management of emerging and media‑rich record types.
Ready to eliminate your agency’s daily detours? Connect with the JustFOIA team to see what a smarter records process looks like for your organization.