City moves to centralize and track public records requests
The City of Wilmington this week unveiled a new online portal intended to streamline public records requests for residents, businesses and news organizations. The platform, powered by NextRequest, replaces an older submission form and a now-deactivated public and media email mailbox that officials said posed cybersecurity and privacy risks.
City officials said the centralized system allows users to submit requests, track their progress and receive documents electronically. It also includes a searchable archive of previously released records, which officials expect will reduce duplicate requests and speed response times for records already released to the public.
"Powered by NextRequest"
What changes for requesters and the city
The new portal is accessible from the City Clerk’s webpage on the city's official website. Under the new setup, the City Clerk’s office will route and record requests through the NextRequest system rather than accepting records requests through the older online form or the deactivated email address.
City representatives cited two primary reasons for the change: the older form lacked tracking capabilities that make it difficult to monitor request status, and the email mailbox raised concerns about potential exposure of personally identifiable information and other cybersecurity issues when staff conducted on-site searches of employee email by appointment.
- Submit requests — Users can initiate a public records request through the portal.
- Track progress — Requesters are able to monitor the status of their requests online.
- Receive documents electronically — Delivered through the portal rather than by email or in-person pickup.
- Search archive — Previously released records are searchable to discourage redundant filings.
Expectations and operational effects
For local journalists and frequent requesters, the ability to track a request and access a searchable repository could reduce administrative delays and clarify timelines for responses. For residents, the portal aims to make records more accessible without requiring a formal visit to city offices.
The city’s decision to deactivate its former public and media email mailbox removes an avenue that had allowed on-site searches of employee email by appointment. Officials framed the change as a precaution against cybersecurity threats and unintended disclosure of personal or protected information.
| Feature | Old System | New Portal |
|---|---|---|
| Submission method | Simple online form / email mailbox | Centralized NextRequest portal |
| Tracking | Not available | Available |
| Archive search | Not searchable | Searchable archive |
| Security concerns | Email mailbox retained risk | Email mailbox deactivated |
City staff will now process requests through the vendor’s platform, which administrators say centralizes communication between requesters and municipal departments. The portal should also create an auditable record of when requests are received and when responses are issued, an improvement city leaders say will support accountability and compliance with public records law.
While officials have promoted the portal’s advantages, the changes may require adjustment from people accustomed to the prior email workflow. Those who used the old mailbox for arranging in-person, on-site searches of employee email will need to follow the new submission and retrieval processes outlined on the City Clerk’s webpage.
Residents and members of the news media who want to use the system can find the portal linked from the City Clerk’s section of the city website. The city has made no announcement in the materials provided about any transition period or resources such as tutorials, but the searchable archive is intended to help frequent users locate records that have already been released.
As Wilmington adapts to the new system, transparency advocates and public records requesters will likely monitor how effectively the portal reduces duplicate requests and whether it improves response times from municipal departments.
