Case Study: Middleborough, MA achieves streamlined records requests and Massachusetts public records law compliance with NextRequest

How this picturesque Massachusetts town upgraded their records request process

Middleborough, MA faced a new 2017 Massachusetts public records law requiring centralized Records Access Officers, 10-business-day responses, electronic delivery, and strict use of 18 exemptions. To meet these compliance and efficiency challenges, the town selected NextRequest’s public records management application to centralize requests and streamline workflows.

NextRequest customized and launched a portal for Middleborough, trained 50 town employees, provided automated notifications and response templates (including 8 MA-specific templates covering the 18 exemptions), and continues hands-on support. The solution has handled 333 requests with 988 documents downloaded, reduced phone inquiries, and improved staff efficiency and compliance — all delivered by NextRequest.

Middleborough, MA

Allison Ferriera

Middleborough Clerk