Template Service - Public Records Request

Public Records Request is designed to allow constituents to easily submit record requests to your agency. By providing this service digitally, you can guide constituents to provide all relevant information to allow your staff to process the request more efficently. Requests are available for staff to action utilizing CaseViewer, the govService case management system. This ensures visibility so that all requests are tracked and responded to.

The Public Record Request form consists of three form sections to guide the constituent through their request:

Start Here

This section informs the constituent of the purpose of the form. This can be used to describe appropriate use of the form, provide alternative instructions for issues that may be of a more urgent nature, or provide links to specific statutes regulating the service.

Your Details

The constituent is asked to confirm their personal details to ensure that they receive the requested documents and/or response(s) provided to them.

Your Request

This section allows the constituent to provide details about their request. They'll have the opportunity to provide specific information reguarding the records they are requesting. Agencies can further customize the template to add fields to help determine the type of records or the department record custodian that should be assigned the request.

Upon form submission, the request enters the workflow as a case managed in CaseViewer.

Assigned staff are able to review the request and determine the appropriate action to take. This could include:

• Deny the request
• Process the request by providing the requested documents and/or a custom response
• Ask the constituent for additional information to aid in fulfilling their request

Denying the request closes the case and includes notification to the constituent to explain why the request could not be completed.

Processing the request closes the case and includes notification to the constituent with a link to MyRequests for them to access and download digital versions of the requested documents.

Asking the constituent for more information results in a notification to the constituent notifying them of an actionable task in MyRequests. Once they've completed the assigned task, the case will be returned to the assigned staff to action again.

There are three stages included in the Public Records Request service:

Initial Request

This is the Public Records Request form completed by the constituent.

Back Office Review

This stage is only accessible by assigned staff. Here staff can determine if and how to respond to the request.

Constituent Response

In the event the assigned staff are unclear on what the constituent is requesting, this stage is used to request additional information from the constituent.

There are five notification triggers that can be activated throughout the workflow:

Constituent Acknowledgement

Upon submission of the initial request, the constituent receives an email acknowledging their request has been received and that it will be processed.

Staff Notification of New Request

Upon submission of the initial request, assigned staff receive an email notifying them that a new request has been received.

Constituent Notification of Additional Information Required

Should staff request more information from the constituent, the constituent is sent an email notifying them that more information is required and directs them on how to provide the requested information.

Staff Notification of Additional Information Provided

Should staff request more information from the constituent, and the consituent provides a response, the assigned staff will receive an email notifying them that the requested information has been provided.

Constituent Notification of Final Response to Their Request

Upon staff completion of the request, the constituent will receive notification of the outcome. This will include either a response to their request, including how to access the requested documentation, or an explanation as to why the request could not be completed.

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