Aurora Police Department Cuts Turnaround Time by 97% and Reduces Paper Use by Half with NextRequest

Overview

The Aurora Police Department, serving one of Colorado’s largest and most diverse cities, manages a substantial volume of public records requests, averaging 1,700 each month. With a growing population and increasing demand for transparency, the department recognized the need to modernize its records management process.

“I love the diversity of our entire city,” said Katie Miller, Discovery and Public Records Supervisor. “But that being said, we are the third largest city in the state of Colorado, so we’re extremely busy.”

To meet the information request demands of the public and better serve both internal stakeholders, the department implemented NextRequest, which has since transformed how records requests are processed, tracked, and delivered.

Challenge

Prior to NextRequest, the Aurora Police Department’s records request process was largely manual and disjointed. Requests were submitted via mail or in person, and there was no centralized system to manage or monitor progress. This led to inconsistent turnaround times, fragmented communication, and a lack of visibility into request statuses.

“At the worst point, I would say we were at about a six-month turnaround,” said Miller.

The department’s records release unit had even been temporarily dissolved due to shifting priorities, leaving a backlog of requests and no formal structure for processing them. Staff often had to rely on memory or informal communication to locate records and determine who was responsible for each request.

“We had to figure out each request on the back end. We’d have a request for information, but I’d have no idea where to get that from.”

Solution

NextRequest, a public records request management system, provided a much-needed overhaul of the department’s records management process. By introducing a centralized, cloud-based platform, the staff is now able to receive, assign, redact, and fulfill requests all in one place.

NextRequest also improved internal collaboration by allowing different departments to be easily engaged for requests as needed, reducing the need for back-and-forth emails and manual follow-ups.

The platform’s built-in redaction tools and digital delivery options also streamlined the release process, eliminating the need for physical pickups and reducing the administrative burden on staff.

“It definitely makes things a lot easier for us having redactions in the same system as where we manage and release everything to the requester.”

Results

97% Reduction in Turnaround Time

After implementing NextRequest, the department’s average turnaround time dropped from 6 months to just under 6 days for standard requests—a dramatic improvement that has enhanced public trust and internal efficiency.

50% Reduction in Paper Usage

By shifting to digital delivery, the department has significantly reduced its reliance on paper and printing, cutting its annual usage in half.

Improved Access for Residents

Residents now receive their records faster and more conveniently, with digital access that eliminates the need for physical copies or repeat requests.

Looking Ahead

After the initial onboarding, the team quickly adapted to using NextRequest and even developed internal resources to support new users.

With the foundation of NextRequest firmly in place, the Aurora Police Department is excited about the solution’s continued evolution.

As the department continues to grow and serve a dynamic community, NextRequest remains a trusted partner in helping deliver transparency, efficiency, and exceptional service to the public.