SESSION 2/4D: "Choosing Technology to Fill the Holes in Your Public Records Request Process"


2D OVERVIEW: Significant global challenges such as the pandemic and social unrest have triggered an unprecedented acceleration of the need for transparency across a broad spectrum of issues. At the same time, new reporting requirements and responsive public record types – including police body cam footage, drone footage, and requests for “any-and-all” emails – have made fulfilling these requests more time intensive. An efficient public records request fulfillment process is a big part of enabling transparency, and refining it presents a huge opportunity for governments to increase trust with constituents. 

According to the Granicus Public Records Complexity Report, since 2018, file size of response documents is up by 237%; the volume of video files is up by 98%; and time spent processing requests has increased by 112%. Technology is key to managing these complexity factors —  introducing efficiency into your public records request process with software will help you keep up with demand.   

This session reviewed how complexities in public record requests continue to increase and what attendees should look for in technology solutions to will help manage that complexity. 

Key Takeaways of this session included:  

Quantitative, statistically significant, anonymized data (tracked on a quarterly basis since 2018) can be used to understand the mechanics of the public records process; assess the impact of significant events on information sharing; forecast the future state of the industry; and support tech investments to streamline workflows. 

Expert, real-world advice from a 30-year public records request veteran on the best practices to incorporate technology into your public records request process. 

The must-have technology solutions that are critical to prepare your entity for this continued rise in complexity. 

2D GARA COMPTENECY AREAS:   "Electronic Records and Information Management" OR "Legal and Compliance Issues"

2D SPEAKER: Cindi Mansell, Records & Information Management Consultant, Granicus and Josh Fruech, Senior Director, Granicus


Cindi Mansell was employed in Municipal Government for over 30 years in the Planning and City Recorder realms. Until her retirement in the Spring of 2020, she administered the Government Records Access Management Act (GRAMA) Program for Salt Lake City Corporation (approximately 15,000 records requests annually). She served on the Utah State Records Committee from 2015-2019 and remains a Master Municipal Clerk and Certified Records Manager.


Josh Fruecht is the Senior Director for the govService Host Compliance sales team at Granicus, the leading provider of modern digital government solutions. Josh has been working with and for public sector organizations for over 13 years and is a Certified Municipal Clerk with a Masters in Public Administration from the Askew School of Public Administration and Policy at Florida State University.

At Granicus, the govService Host Compliance solutions empower communities faced with the challenges created by the sharing-economy and short-term vacation rentals with the tools needed to research, draft, and enforce regulations. Utilizing technology to modernize existing processes and help manage the day-to-day registration, permitting, address identification, compliance monitoring, enforcement, outreach, tax collection, and complaint processes so staff can focus on the safety, health, and welfare of visitors, residents, and business owners in their community.

Prior to joining Granicus, Josh had the opportunity to serve as Senior Governance Advisor and Government Sales Team Lead at Diligent, Account Executive at iCompass, City Clerk at Haines City, Director of Product Strategy at CivicPlus, Director of Support Services / City Clerk at the City of Ormond Beach, City Clerk at the City of Holly Hill, and Special Projects Manager at the Center for Florida Local Government Excellence and the Florida Institute of Government.