Case Study: City of Charlotte speeds public records requests and reduces risk with JustFOIA

City of Charlotte cuts public records response time from 29 days to 3 days with JustFOIA

The City of Charlotte faced a fragmented and manual public records request process, relying on email, homegrown tracking, and department logs. This system created administrative burdens, limited visibility, and risked delays that eroded public trust. To modernize operations, the city implemented JustFOIA, a public records request management software platform.

With JustFOIA, Charlotte established a centralized intake and decentralized fulfillment model, introducing automation, standardized templates, and secure digital redaction. The solution provided a single workspace for collaboration and tracking. The results were immediate, with average response times dropping from approximately 29 days to 3 days. The city also saw fewer escalations, increased transparency, and stronger security, all while building greater community trust.

City of Charlotte