Public Records Requests Training Good Afternoon Everyone! My name is Ronda Robinson and I work in County Administration; this is Brandy Davis and she works in our 311 Communications Service Center. We will be facilitating the PRR Training today… I will be providing you with a brief overview of our new PRR Requests submittal and documentation process; Brandy will be providing the Technology piece… This training is to familiarize you with our new system and technology regarding the documenting, tracking and storage of Public Records Requests within the County… For general housekeeping, we’re asking that you step outside should you need to take a call or need a restroom break…

Mission Create a centralized public records requests process and technology method that would provide a more proficient, standardized tracking and documenting system for Orange County Government Our County Administrator formed a Work Group back in August of last year that included myself and several others within the County that generally handles or processes public records requests… After months of research, we found that many of our County departments and divisions have already established several effective practices and systems with regard to documenting and tracking their public records requests… However, we also found that there were differences in fees assessed for coping/printing… Oftentimes, labor costs were not assessed based on the nature of a request… Etc. Therefore, County Administration asked that a system be established Countywide to centralize and standardize our internal processes… So our overall mission was to… (Read Slide)

Mission Create a process based, streamlined public records response system Integrate technology that would provide a standardized tracking/documenting system Create a centralized public records requests database By doing so, the Work Group focused on 3 things… (Read Slide)

PRESENTATION OUTLINE Statutory Law & County Regulation Types of Requests Countywide Totals Deliverables Moving Forward Additionally, the initial focus of the work group was to define what

Statutory Definition Florida Law The Florida Supreme Court - Section 119.011 (12) has interpreted “public records” as all materials (papers, letters, maps, books, tapes, photographs, films, sound recordings, data processing software, or other material, regardless of the physical form, characteristics, or means of transmission) made or received by an agency in connection with official business which are used to perpetuate, communicate or formalize knowledge

County Regulation County Administrative Regulation (Sect. 2.06) Defines Public Records Public Records are not limited to traditional written documents Outlines Official Records Custodians: Central HR Division Information Systems & Services Office of Management & Budget Procurement Division Orange County Clerk to the BCC County Departments & Divisions

PRESENTATION OUTLINE Statutory & County Regulation Types of Requests Countywide Totals Deliverables Moving Forward

Types of Requests Standard Complex Time Intensive Requests that can be provided in the normal course of business and could take a minimal amount of staff time to produce or complete (Arrest Report, Inmate Booking Photo, etc.) Complex Requests that are not produced in normal course of business that may take over 15 minutes to research or may impact more than one County department/division (Legal/Litigation, Media Request, etc.) Time Intensive Requests that are not complex but because of their volume or intensity they may take more than a standard amount of time to research and process (Numerous E-mails, Texts, HR Records, etc.)

Data Collection Criteria Average Number of Requests Approximate Time Spent Number of Staff Assigned Department Process

PRESENTATION OUTLINE Statutory & County Regulation Types of Requests Countywide Totals Deliverables Moving Forward

Countywide Totals Total Number of Hours Spent: Total Number of Requests: Over 33,000 annually Standard – Over 13,000 Complex – Over 3,500 Time Intensive – Over 16,000 Total Number of Hours Spent: Over 20,000 annually Internal Process: All County Departments/Divisions have some type of internal system already established

CEDS Average Number of Requests: 8,000 annually Standard – 4,895 (61%) Complex – 437 ( 6%) Time Intensive – 2,668 (33%) Approximate Time Spent: 3,500 hrs. annually Types of Requests: Building, Zoning, Concurrency, Planning Number of Staff Assigned: 1 FT w/10-12 members across the dept. that assist on a part time or as needed basis Development Services Specialist Internal Process: Yes

Corrections Approximate Time Spent: Over 2,500 hrs. annually Average Number of Requests: 7,518 (Media and Inmate Administration) Standard – 3,735 (50%) Complex – 14 (Less than 1%) Time Intensive – 3,769 (50%) Approximate Time Spent: Over 2,500 hrs. annually Types of Requests: Arrest Reports, Mug Shots, Inmate Records, Jail Stats EEOC Complaints/Lawsuits Number of Staff Assigned: Risk Management Analyst, Multi-Media/Special Projects Coordinator, Communications Assistant Internal Process: Yes

Health Services Medical Examiner’s Office Average Number of Requests: 4,200 annually Standard – 1,953 (46%) Complex – 294 ( 7%) Time Intensive – 1,953 (46%) Approximate Time Spent: Over 1,000 hrs. annually Types of Requests: Autopsy/Toxicology Reports, Investigative Reports Case File Copies, Statistics, Personnel Files Number of Staff Assigned: FT Employee - Forensic Records Coordinator Internal Process: Yes

Human Resources Average Number of Requests: 3,791 Standard – 2,097 (55%) Complex – 860 (23%) Time Intensive – 834 (22%) Approximate Time Spent: Over 2,200 hrs. annually Types of Requests Employment Verifications/Worker Compensation Union Requests, Other Government Agency Media, Depositions or Subpoena Court Appearance Number of Staff Assigned: HR Doc Management Analyst, HR Assistant Internal Process: Yes

Information Systems (ISS) Average Number of Requests: 3,625 (FY ‘12) Standard – None Complex – 363 (10%) Time Intensive – 3, 262 (90%) Approximate Time Spent: Over 4,000 hrs. annually Types of Requests: E-mails, Texts, Videos Other Constitutional Offices (OCSO) Reports on all electronic data stored on county systems Number of Staff Assigned: Microcomputer Specialist Enterprise Administrator Student Intern Internal Process: Yes

Fire Rescue Average Number of Requests: 2,940 Standard – 1,470 (50%) Complex – 882 (30%) Time Intensive – 588 (20%) Approximate Time Spent: 15 mins. – Several Weeks Types of Requests: Fire and Medical Reports 9-1-1 Calls, Hazardous Material Spills State Attorney Requests and Law Enforcement Children and Families Services Union Related (Grievances, PDHs, Arbitrations) Number of Staff Assigned: FT Records Custodian/HR Asst. Internal Process: Yes

County Attorney’s Office Average Number of Requests: 1,043 Standard – 20 (2%) Complex – 256 (25%) Time Intensive – 767 (73%) Approximate Time Spent: Over 4,500 hrs. annually Types of Requests Standard PR Requests, Subpoena duces tecums Requests and court orders to produce documents Number of Staff Assigned: Attorney, Administrative Assistant, Paralegal Internal Process: Yes

Public Works Average Number of Requests: 933 (Since Oct. 2012) Standard – 819 ( 88%) Complex – 104 ( 11%) Time Intensive – 10 (Less than 1%) Approximate Time Spent: 310 hrs. annually Types of Requests: Interrogatories, Notice of Intent to File Letters/E-mails of Request to Produce Subpoenas, Traffic Data, GIS/Land Use Docs Number of Staff Assigned: Various Staff w/in Dept. Fiscal & Operational Support Manager Safety Inspector Project Coordinator Administrative Specialist Research Analyst Internal Process: Yes

Health Services Animal Services Average Number of Requests: 380 (Since Jan. 2013) Standard – 50 (13%) Complex – 300 (79%) Time Intensive – 30 (8%) Approximate Time Spent: 1,120 hours annually Types of Requests: Burial Logs, Investigations (Dog bites/attacks) Witness Statements, Statistical Data Number of Staff Assigned: Administrative Assistant Internal Process: Yes

Risk Management Average Number of Requests: 36 Standard – 33 (92%) Complex – 3 ( 8%) Time Intensive – None Approximate Time Spent: 10 hours monthly Types of Requests: DriveCam Information Data on Litigation (Requested by Media) General Claims/Statistics Union, Attorney Number of Staff Assigned: Manager reviews all requests No particular staff is assigned Internal Process: Yes

Administrative Services Average Number of Requests: 20 annually Standard – 100% Complex – None Time Intensive - None Approximate Time Spent: 40 hrs. annually Types of Requests: Purchasing – Approx. 12 of the above average number Tapes of Procurement meetings Copies of Submittals Number of Staff Assigned: No FT (However, each of the 7 divisions have one person who coordinates the process) Internal Process: Yes

Convention Center Average Number of Requests: 5 - 10 annually Standard – 95% Complex – 5% Time Intensive - None Approximate Time Spent: Minimal (Less than 2 hrs.) Types of Requests Vendor Information Contracts Event Information Security Incident Reports/Video Number of Staff Assigned: None (Note: Most requests involve staff from the Executive Office, Business Division, Security and HR depending on request) Internal Process: In the process of creating a more formalized procedure

Utilities Average Number of Requests: 14 - 21 annually Standard – 10% Complex – 5% Time Intensive – 85% Approximate Time Spent: 2 - 3 hrs. each Types of Requests: Media Subpoenas United States Secret Service EEOC Complaints/Lawsuits Number of Staff Assigned: No FT (each division has staff that assists depending on the specific request)   Internal Process: Yes

Family Services Citizen’s Commission on Children Average Number of Requests: 3 (Past FY) Standard – 100% Complex – None Time Intensive – None Approximate Time Spent: Approx. 2 hrs. annually Types of Requests: Citizens’ Review Panel Fund Competitive Distribution Number of Staff Assigned: FT Staff member serves as a back-up when needed Internal Process: Yes

Family Services Consumer Fraud Average Number of Requests: 1 - 2 annually Standard – 100% Complex – None Time Intensive – None Approximate Time Spent: 20 mins. - 1 hour Types of Requests: Consumer Requests/Files for personal use Number of Staff Assigned: All Consumer Fraud investigators are responsible for assisting with requests Internal Process: Yes

Family Services Citizen Resource & Outreach Average Number of Requests: 1 – 2 monthly Standard – 100% Complex – None Time Intensive - None Approximate Time Spent: 4 – 6 hrs. monthly Types of Requests: Standard PR Requests Number of Staff Assigned: Requests are completed as part of the Manager’s duties Internal Process: Yes

Economic Development Average Number of Requests: Minimal/Sporadic Standard – 50% Complex – 50% Time Intensive – None Approximate Hours Spent: Up to 1 hour Types of Requests: Tax Abatement Economic Development Programs (Soccer) Number of Staff Assigned: Economic Development Administrator Internal Process: No

Office of Management & Budget Average Number of Requests: Vary – 2 to date Standard – 100% Complex – None Time Intensive - None Approximate Time Spent: 15 mins. Types of Requests: Varies in nature (Receives a few from Legal) Number of Staff Assigned: Manager reviews all requests No particular staff is assigned Internal Process: Yes

Fiscal & Business Services Average Number of Requests: 1-2 annually* Standard – 100% Complex – None Time Intensive - None Approximate Time Spent: 24 hrs. annually Types of Requests: Debt Information Financial Analysis Number of Staff Assigned: Manager reviews all requests No particular staff is assigned Internal Process: Yes (*Note: Received a few more recently due to staffing the Tax Collector’s Task Force)

PRESENTATION OUTLINE Statutory & County Regulation Types of Requests Countywide Totals Deliverables Moving Forward

Work Flow Process Cost Schedule & Invoice Training Technology Deliverables Work Flow Process Cost Schedule & Invoice Training Technology

Work Flow Process Cost Schedule & Invoice Training Technology Deliverables Work Flow Process Cost Schedule & Invoice Training Technology

WORK FLOW PROCESS Submit Public Records Requests: E-Mail (PublicRecordRequest@ocfl.net) Walk In Phone Mail Any type of request made, requestor can remain anonymous

WORK FLOW PROCESS Request Submitted Response Time: Instantly or Up to 1 Business Day Entered in System and Assign Tracking Number Electronic Acknowledgement to Requestor if Email Provided Review Team Complex Standard Time Intensive We looked at the 311 model for handling requests and established a work flow process, which we will explain in detail over the next several slides Payment Made Requestor Receives Request Calculate Estimated Research Time & Cost (Once Determined) Processing Time: (Depending on Nature of Request) Up to 7 Business Days Notify Requestor of Cost Deposit/ Full Payment Made Request Processed Requestor Receives Request

Work Flow Process Cost Schedule & Invoice Training Technology Deliverables Work Flow Process Cost Schedule & Invoice Training Technology

Cost Schedule Standardize Costs (Countywide) Printing/Copying costs will be assessed in accordance with Florida Statutes Labor costs will apply to record requests that require more than 15 minutes of staff time Labor costs will be assessed in 15 minute increments (Note: For requests over $100, a deposit may be required; under $100 total amount due maybe required) Labor costs should be calculated based on the lowest employee’s rate of pay that processes the request

Public Records Invoice

Work Flow Process Cost Schedule & Invoice Training Technology Deliverables Work Flow Process Cost Schedule & Invoice Training Technology

Training Coordinate internal procedures/guidelines with HR and Legal departments Structure training sessions on new process and technology for Public Records Requests Unit and department liaisons Create Training Manual and “Frequently Asked Questions/Quick Facts” sheet for Staff

Work Flow Process Cost Schedule & Invoice Training Technology Deliverables Work Flow Process Cost Schedule & Invoice Training Technology

Technology Tracking An internal tracking number will be automatically/electronically assigned to each request received via centralize database Data tracked will include: Nature of request Identifier making request (Initials, E-mail, etc.) Status of production (Entered, updated or closed)

Technology Production The following internal process will occur upon receipt of a public records request: Electronic or hard copy notification will be generated to the requestor as follows: Confirming that the request is received and is being evaluated, If the request requires additional time or expense, notifying requestor of this information when available, If payment is required and has been made, notify requestor that process has started and then confirm when the request has been fulfilled and is ready for delivery/pick up Archival – The computer database will track and store all requests received and entered into the County tracking system

Technology Production The appropriate department will input the request via the centralize database for tracking purposes If another County department needs to review the request, the department liaison will retrieve and forward the request via the central database Archival The computer database will track and store all requests received and entered into the County tracking system Archival – The computer database will track and store all requests received and entered into the County tracking system

Technology The Government Contact Tracking System (GCTS) is currently used Countywide to: Collect information about clients Track client requests Generate work orders based on request requirements Route work orders across the County Track request and work order status

Technology GCTS is currently being used for a variety of purposes including: 3-1-1 client and issue tracking Public Works Windshield Surveys Emergency Operations Center request processing EPD and Public Works issue mapping

PRESENTATION OUTLINE Statutory & County Regulation Types of Requests Countywide Totals Deliverables Moving Forward

Moving Forward… Phase I (December 2013 – January 2014) Establish Department Liaisons that will be responsible for tracking, record retrieval, production of copies and archival of requests Provide and create structured training for staff Countywide

SOFT LAUNCH DATE: FEBRUARY 3, 2014!!! Moving Forward… Phase II (January 2014 – February 2014) Full implementation of new process and technology Countywide Create and provide “Quick Facts” and “FAQ” Section of County website SOFT LAUNCH DATE: FEBRUARY 3, 2014!!!

Moving Forward… Phase III (March 2014 – December 2014) On-Going Assessment after Implementation Phase Continue to Review Process Improvements for System Status and Potential Upgrades

Work Flow Scenario Public Records Request Time Intensive/Complex Land/Real Estate Issue Requested all communications (E-mails, Texts, Meeting Minutes, Etc.) for past year County Commissioner’s Office, County Administrator’s Office, Real Estate, Building & Zoning and Legal

Point of Contacts Ronda Robinson – County Administration (407) 836-2857 Brandy Davis – 311 Customer Services/Trainer (407) 836-4291

“Q & A Time” ANY QUESTIONS ???

Public Records Requests Training