Organizational Change Management (OCM) Study

The purpose of this study is to assess and align ACRE’s workforce, organizational structure, and business processes with its evolving technological environment. The consultant will evaluate the impacts of emerging technologies—such as Artificial Intelligence, Machine Learning, and Intelligent Agents—on job classifications, workflows, and service delivery. The study will also review the integration and interoperability of key business systems, including Salesforce, GIS, document management, and election platforms, to identify opportunities for efficiency, automation, and improved public access to services.

ACRE employs 167 full-time staff across the Assessor, Clerk-Recorder, and Elections divisions, representing a wide range of technical, analytical, and customer service roles impacted by modernization. The consultant will assess business and technical requirements to ensure alignment between ACRE’s modernization strategy, workforce capabilities, and service outcomes. This includes evaluating organizational readiness, identifying workforce impacts, developing training, communication, and stakeholder engagement strategies to support effective adoption of change.

A successful study will deliver a future-ready organizational framework, modernized classification structures, and a clear roadmap to guide workforce transitions and sustain innovation in delivering efficient, transparent, and people-centered public services to the residents of San Mateo County.

The San Mateo County Assessor-County Clerk-Recorder and Elections (ACRE) Department is one of California’s oldest public agencies, serving residents since 1856. As the state’s largest consolidated department, ACRE unites the constitutional offices of Assessor, County Clerk-Recorder, and Elections, guided by its motto, “People First.”

ACRE provides essential services to nearly 800,000 residents of San Mateo County, including property assessments, document recording, vital records, business filings, voter registration, and election administration. The department manages one of the County’s most complex information systems, maintaining property records, geographic information systems, and election systems that support transparency and effective service delivery.

In recent years, ACRE has undertaken a comprehensive modernization initiative to enhance efficiency, data integrity, and accessibility. Key projects include replacing a 25-year-old legacy Assessment Roll Management System with a Salesforce-based platform, deploying a GIS portal powered by Esri’s ArcGIS, and developing AI-driven predictive models for property assessment and market analysis.

These innovations are transforming ACRE’s operations and improving public access to information. However, the adoption of advanced technologies also introduces significant organizational change that affects staff roles, business processes, and service delivery models. To address this, ACRE is seeking proposals from qualified consulting firms to conduct a comprehensive Organizational Change Management (OCM) Study.