Improving Citizens Access to Public Records

About the Program

Category: Criminal Justice and Public Safety (Best in Category)

Year: 2023

In March 2020, the Miami-Dade Police Department’s (MDPD) Central Records Bureau (CRB) faced an unprecedented operational challenge as the Novel Coronavirus (COVID-19) outbreak was declared a pandemic by the World Health Organization. As local law enforcement agencies throughout the nation were forced to pivot familiar workflows, the CRB met the task and successfully led by developing a customer journey that included safety during uncertain times and achieved a modernized solution dedicated to the user experience, by delivering excellence in service and an efficient work product. By overhauling its systematical operation, the CRB ensured the customer continued to receive their product in a timely and friendly manner. As requests for reports from law enforcement agencies and the public remained at consistent levels, newly enacted local ordinances and state of emergency laws prohibited daily operations by creating unique limitations for open spaces, distance requirements between persons in queues, and the deliverance of services.