Case Study: Human Services Agency of San Francisco achieves streamlined, faster case processing and improved client service with OpenText Document Management

Human Services Agency of San Francisco Streamlines Processes to Improve Public Assistance

The Human Services Agency (HSA) of the City and County of San Francisco serves more than 120,000 residents annually and was grappling with a paper‑intensive case management system—over 120,000 active case folders containing dozens to thousands of pages each—leading to slow searches, lost or delayed files, long client wait times, and inefficient manual processes. HSA needed an electronic content management solution to reduce physical paperwork, improve information access, and speed client service.

HSA implemented Open Text Document Management and Workflow (with Kofax scanning and a custom web interface) to create a secure central repository—about 1.5 million images accessed by roughly 1,200 users—and automated workflows for indexing, recertification, EBT card requests and HR processes. The result: faster, more accurate case handling, better searchability and auditability, reclaimed storage space, measurable time and cost savings, and a 15% increase in food‑stamp caseloads without adding staff.

Human Services Agency of San Francisco

Vakil Kuner

Director, CIO Information Technology, Human Services Agency, City and County of San Francisco.