Special Notice / Hearing: None__
Vote Required: Majority
To: Honorable Board of Supervisors
From: Michael P. Callagy, County Executive
Roberto Manchia, County Chief Financial Officer
Subject: Second Amendment to the Agreement with International Business Machines Corporation for Cloud Enhancements to the Assessment Appeals Board System Project
RECOMMENDATION:
title
Adopt a resolution authorizing a Second Amendment to the Agreement with International Business Machines Corporation (IBM) to enhance the Experience Cloud Portal of the Assessment Appeals Board System Project (“Project”) for the Assessment Appeals Board, improving usability and simplifying navigation, and increasing the maximum fiscal obligation under the Agreement by $72,289.63, for a new not-to-exceed amount of $1,856,738.63.
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BACKGROUND:
On May 20, 2025, following a competitive Request for Proposals process, the County entered into an agreement with Applications Software Technology LLC (AST) for the purpose of the design, development, implementation, and maintenance of the Assessment Appeals Board System Project (“Project”) for the Assessment Appeals Board of the County of San Mateo for the term May 20, 2025, through June 30, 2030, in an amount not to exceed $1,784,449 (the “Agreement”).
On January 21, 2026, the County amended the Agreement to assign all rights and obligations under the Agreement to IBM, due to IBM’s acquisition of AST.
The County now wishes to amend the agreement a second time to increase the County’s maximum fiscal obligation by $72,289.63, for a new total amount not to exceed $1,856,738.63.
DISCUSSION:
The County requested support from IBM’s User Interface/User Experience team to improve the new Experience Cloud Portal that applicants will use during the assessment appeal process. While these enhancements were not included in the original scope of the project, they have been identified as necessary to ensure successful adoption of the new online application system and to provide a high-quality customer experience.
The proposed enhancements are intended to make the portal more intuitive, user-friendly, and easier to navigate for a wide range of users. Improvements will focus on streamlining the layout, clarifying instructions, and reducing unnecessary steps so applicants can more easily understand and complete required tasks.
The recommended updates will help ensure that applicants can complete all steps of the appeal process within a single, centralized platform, eliminating the need to search for information across multiple web pages or rely on external resources. Additional refinements will support better accessibility, clearer communication of requirements, and a more consistent user experience throughout the process.
Through this amendment, IBM will implement these enhancements as part of the current project schedule, resulting in a more efficient, accessible, and user-centered experience for the public.
The County Attorney’s Office has reviewed and approved the Resolution and proposed Agreement as to form.
PERFORMANCE MEASURE:
|
Measure |
Measure Window |
Target |
|
AST First Response Time - Critical (P1) |
Within 30 minutes 24 hours per day/7 days a week to include weekends and holidays |
90% |
|
AST First Response Time - High (P2) |
Within one hour 8 hours per day/5 days per week (local business hours) |
90% |
|
AST First Response Time - Medium (P3) |
Within 8 hours 8 hours per day/5 days per week (local business hours) |
90% |
COMMUNITY IMPACT:
The implementation of the Project for the Assessment Appeals Board represents a significant step forward in increasing efficiency in handling a growing workload, enhancing public access and improving service delivery. The Second Amendment to the Agreement will ultimately provide a more user-friendly experience.
FISCAL IMPACT:
The amendment increases the amount payable under the Agreement by $72,289.63, for a new total amount not to exceed $1,856,738.63. Funding will come from the County Executive’s Office Non-Departmental Services and is included in the FY 2025-26 Adopted Budget and will be included in the subsequent years.