Meet the Client
San Mateo County sits between the coast and the bay. The Department of Housing serves one of the highest-income counties in America. Yet affordable housing remains scarce. The department splits into two divisions: Housing Authority (HACSM) and Housing & Community Development (HCD). Both teams work to connect residents with housing resources and navigate complex permitting requirements.
Daily Detour: When paper slows down public service
The operations team collected 100 physical timesheets from bus operators six days each week. Managers had to inspect each one manually, correct errors by hand, scan them into OneDrive, and then manually enter data into payroll software.
HR struggled with onboarding and offboarding paperwork. Finance dealt with invoice approval bottlenecks. Nobody could find documents quickly. The cost in staff time was enormous.
“We were spending thousands of hours per year on tasks that technology could handle better,” one manager noted.
About our Client
CLIENT NAME:
CHAMPION:
Norman Pascoe
Departmental Systems Analyst
POPULATION:
est. 764,442 residents
SOLUTIONS:
The Solution: Strategic rollout builds confidence
The department chose Laserfiche enterprise content management. But they took a smart approach. Rather than forcing change on everyone at once, they started small. A few work teams tested the system first. These early adopters discovered faster document retrieval. They shared files instantly. Their success generated enthusiasm. Other teams wanted in. The gradual rollout reduced resistance and built momentum.
Today, HACSM uses Laserfiche for rental assistance applications, income verification, residency documents, and case management files. HCD stores program contracts, loan documents, and construction records. Both divisions submit documents directly to the US Department of Housing and Urban Development (HUD). Laserfiche meets federal audit compliance standards.
“Laserfiche has solved our content management needs, both internally and with our main funder, US-HUD,” says Norman Pascoe, Departmental Systems Analyst for the DOH.
The Result: Clear space, clear minds, clear compliance
That old filing room? It now houses new staff members with actual desks. The 50 filing cabinets are gone. Document retrieval takes seconds instead of hours. HUD audits run smoothly. The department maintains the funding stream that helps local residents. Staff focus on housing solutions rather than paper shuffling. Security improves because digital access controls replace unlocked cabinets. The county continues receiving federal funding because audit compliance is no longer a scramble.