Over the past decade, the Human Services Agency (HSA) of San Mateo County, California, has implemented a series of management and staff processes designed to facilitate the delivery of services to county residents. Examples of these services are as follows: (1) regionalization (HSA offices are located throughout the county, and office staff and managers have the flexibility to implement policies in ways that meet local needs); (2) matrix management (managers bear responsibility for office operations within a region and for policy in areas of individual specialization); (3) true one-stop access to services (clients can access a broad range of programs at a single location); (4) a common intake process (the county has a common intake process in which staff trained in multiple programs use a comprehensive screening and assessment tool to determine clients' needs); (5) family self-sufficiency teams (multidisciplinary teams meet weekly to review cases and recommend appropriate services and benefits); (6) information systems support (HSA has a common case management and client tracking system that is accessible to all staff and linked to a data warehouse that provides information for management decision making); and (7) collaboration with community partners (HSA works closely with 17 family resource centers and 7 core service agencies). (MN)