What Capabilities to Look for in Public Records Software

As the demand for transparency in government continues to grow, agencies are under mounting pressure to efficiently manage and fulfill public records requests. The right public records software can streamline this process, reduce response times, and ensure compliance with open records laws. However, not all solutions are created equal.

Whether you’re evaluating a new platform or upgrading your current system, it’s essential to know what features and capabilities to prioritize. In this blog, we’ll break down:

What is public records software?
Key capabilities to look for in public records software.
Why does choosing the right technology matter?

What is public records software?

Let’s begin with a quick definition of public records. Essentially, public records include documents, emails, forms, video, audio, and other materials created or received by a government agency in the course of official business. These records are typically subject to disclosure under open records laws, like FOIA (Freedom of Information Act) at the federal level or various state-level sunshine laws.

To handle these requests, public records software offers a digital solution designed to help government entities manage, track, and fulfill requests for public record information efficiently and in compliance with legal requirements. But even with these technologies, there’s still a massive gap that agencies face in processing these requests at scale with their current diminished resources.

Many law enforcement agencies are operating below their full capacity, due to high turnover in roles, struggles to recruit and retain new staff, and budget constraints. A vicious cycle of burnout further exacerbates the problem as public records requests have only gone up, not down. Thankfully, artificial intelligence can help bridge that gap.

Key capabilities to look for in public records software

When evaluating public records software, it’s important to look beyond surface-level functionality and focus on the capabilities that truly support your agency’s goals such as speed, transparency, and compliance. The best solutions do more than just digitize documents; they optimize the entire request process, enhance security, and empower staff with intelligent tools. Below are the core features you should prioritize when selecting public records request management software from lifecycle automation to robust analytics and secure deployment options.

1. End-to-end request lifecycle management

Top-tier public records request management software should cover the full process from intake to delivery. Look for tools that support:

Request submission portals
Automated acknowledgments
Internal workflow routing
Deadline tracking
Delivery and archiving of fulfilled requests

A streamlined request lifecycle not only improves efficiency but also helps agencies maintain complete control over the entire process, making their ability to process these requests more efficient and timely.

2. Advanced search and retrieval

Your software should provide robust search capabilities across diverse repositories—email, file servers, databases, and cloud storage. That means somewhere in your workflow AI should play a part. With AI-powered search, you can drastically reduce time spent locating responsive public record information.

Features to look for include:

Centralized and secure repository of digital files.
Full-text search.
Optical character recognition (OCR) for scanned documents.
Metadata filtering and batch editing.

While AI can help in processing digital files so that they can quickly be surfaced at a later date, it can also help in the actual handling of the files before they are released.

3. Automated redaction tools

Sensitive content like personally identifiable information (PII), medical records, or protected legal information must be redacted before release. Previously, this was a heavy lift by records management staff who had to often manually go frame by frame to redact video footage. That was largely because FOIA software could redact documents but lacked audio and video redaction capabilities. A ten minute file of footage can take a whole day of work to redact. Now, with AI, personnel can automate redaction and make adjustments to help them process more requests with videos at scale.

To streamline this process, look for software with:

Pre-trained redaction models.
Manual review tools for oversight.
Redaction logs and audit trails.
Batch redaction capabilities for large datasets.

This is essential not only for compliance but also help reduce burnout by staff, and enable them to clear their backlogs faster.

4. Customizable workflows and role-based access

Each agency has its own process for managing records requests. The best public records request software allows customization of workflows, roles, and permissions to match internal policies.

You should be able to:

Assign tasks to specific team members or departments.
Automate escalations for overdue requests.
Control access based on clearance or job function.

Controlled access is crucial to evidence and other sensitive information. As you consolidate and digitize archives of files that could potentially be subject to a public records request, you should make sure your solution is CJIS compliant.

5. Analytics and reporting dashboards

Being able to track performance is critical. Built-in analytics help agencies:

Monitor average response times.
Identify bottlenecks.
Forecast workload.
Ensure compliance with statutory deadlines along with chain of custody workflows

Some solutions even allow you to generate reports for public transparency initiatives or internal improvement goals.

6. Secure cloud or on-premise deployment

Security is non-negotiable. Depending on your agency’s needs, you may require on-premise hosting or prefer the scalability of the cloud.

In either case, ensure the solution or solutions you’re using for your public records request workflow have:

Data encryption at rest and in transit.
Access control and user authentication.
Compliance with CJIS, FedRAMP, or state-specific standards

Why choosing the right software matters

The public’s trust in government transparency hinges on how well agencies handle requests for information. Outdated or manual systems increase risk, delay fulfillment, and often frustrate requestors. With the right public records request management software, agencies can operate more efficiently, reduce costs, and demonstrate their commitment to open governance.

Modern public records software isn’t just about storing files or digitizing forms. It’s about empowering public servants to respond quickly, accurately, and securely. From smart redaction tools to intuitive dashboards, the right platform or group of solutions becomes a critical asset in fulfilling the public’s right to know.

Looking for more insights on records and information management? Stay tuned for the next blog in our series as we explore real-world examples of automation in action for public sector transparency.

Explore more in the series (coming soon)