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good afternoon everyone caresoft technology would like to welcome you to our servicenow federal Tech talk automating employee workflows to maximize productivity experience and Mission effectiveness at this time I'd like to hand the floor over to our speakers Matt and team the floor is all yours thanks so much Heather and thank you everyone on the call for joining today we greatly appreciate it we're very excited to share with you the servicenow tech talk unemployee experience where we're going to be addressing how the federal government can and is automating employee workflows to maximize productivity experience and Mission effectiveness before we get into the content we're going to set the stage with a couple of quick introductions and an agenda so with that in mind my name is Matt gloudman I'm a senior solution sales executive with servicenow's employee workflows team I'm joined by my technical counterpart Shane Gallagher a Senior Solutions consultant with servicenow we're honored to have a servicenow elite partner join us in this presentation intact Technologies intact is going to be sharing their customer success story of automating employee workflows with the U.S International Development Finance Corporation from the intact team we're joined by Amanda Herrera manager of pmo will yerkovic customer success manager and ugar uzinoy um a senior consultant with intact so we'll go ahead and set the stage with an agenda we're going to lead with looking at a couple of metrics and data points uh that visualize a little bit the intersection of mission Workforce and Technology from there we're going to share a 30 000 foot view of enabling technology for Enterprise services and then we're going to close it out today with the customer success story of intact and usdfc so without any further Ado we'll jump into the content and we'll lead with actually a recent quote from Mr Jason Miller the deputy director for management at OMB recently released a memo m2315 which articulates A Renewed emphasis on improving organizational and operational efficiency Mr Miller as you can see here followed up that memo by saying this Administration has one North Star that guides every decision agencies make about their operations delivering results for the American people Mr Miller broke this down and touched on a few critical elements of achieving this North Star those included improving operational and organizational efficiency a focus on attracting and retaining talent and another focus on improving services for the American people now I like to think that in order for the government to achieve this North Star they need to empower their most important resource their employees or their Workforce to be productive engaged and work efficiently so we wanted to take a look at a couple of data points at least from our view of of how these are all interconnected first and foremost ing to a recent Feb survey 78 of employees in the government believe that their organizations were successful at accomplishing their missions it's not bad it's a pretty good number actually and we're excited to see this number continue to Trend upwards now looking at that Workforce we know that 28 of the federal Workforce is going to be eligible for retirement in the next couple of years we all know that that Workforce is extremely critical to delivering on Mission but when we look at some of the trends with attrition you know natural attrition and even nutrition due to impending retirements maybe in the future there's really an emphasis on being able to hire the right folks and retain the right folks in order to meet that mission but we know there's a lot of headwinds nowadays unemployment is historically low and the demand and competition for talent is at an all-time high so it's becoming even more important to attract and retain that Workforce the last statistic we wanted to look at here relates to technology employees who are dissatisfied with workplace technology are two times more likely to look for other positions now you can see if you can kind of connect these dots a little bit technology is a really important indicator and trend for retaining and attracting talent and it's that Workforce that's going to be really critical in delivering on Mission so these three things mission Workforce and Technology are tremendously interconnected going back to that North Star articulated by Mr Miller there's that emphasis on improving organizational and operational efficiency but we've heard from the market that so often employee experiences experiences that employees are are receiving when they're trying to do their work are sometimes a bit of a headwind to focusing on Mission so often employees spend a disproportionate amount of their time operating in Legacy systems to request services from the Enterprise it's these Legacy systems that oftentimes lack workflow to automate basic or even complex services that lack integration with third-party systems that result in manual data entry and oftentimes lack visibility in the statuses of requests and as a result employees are ultimately more and more sort of spending too much time looking for uh manual status updates via email or phone call too much time tracking activities or status updates and spreadsheets and we all know we're all familiar with forms a disproportionate amount of time filling out PDF forms to request Services we all know that this is neither an efficient nor effective experience and takes away people's time from focusing on Mission when we look at employee expectations nowadays it's trending that employees are oftentimes looking for more of a consumer or modern sort of experience in the services that they request from the Enterprise take Amazon as an example I could log into my Amazon app right now and within two or three clicks I could have a new cell phone charger delivered to my home within two hours why not have the same expectations for Enterprise Services when requesting it HR workplace and facility services as well so what we're here to share with you today is ultimately a platform that is capable of automating all of these Enterprise Services into a single pane of glass into a single tool so that employees can spend less time in administrative work and more time focusing on Mission some of the Key activities or items that we're going to drill down to in the remainder of this presentation include things like onboarding things like requesting a new laptop or a laptop upgrade things like reserving a workplace for somebody returning to work for the first time in a long time it's automation of these services in a single platform that can really drive that employee experience and enable people to really focus on being efficient effective and focusing on Mission so how do we do it ultimately with the servicenow platform we have a an abundance of out of the box workflow to request Services across the Enterprise whether those are I.T whether those are HR whether those are legal whether those are facility related and so on employees can engage with the platform through a single pane of glass view to get access to these services and they can access that platform via whatever method or means makes sense to them whether it's accessing through a laptop a mobile app Microsoft teams or even virtual agents or chat Bots in parallel the platform can integrate with third-party systems of record to allow for a seamless exchange of data so people spend less time looking for manual status updates less time doing duplicative data entry and more time being productive um ultimately by putting all of this into one single portal folks can spend a little bit more time focusing on Mission instead of focusing on administrative activities so from here I'm going to hand it over to Shane to share 30 000 foot overview and demonstration of the servicenow platform from there we'll turn it over to intact to share their success story and a demonstration of their solution with a U.S International Development Finance Corporation over to you great thanks Matt I appreciate it and thank you all so much for joining us today as Matt said earlier my name is Shane Gallagher and I'm a solution consultant here at servicenow throughout the in the demonstration we're about to go through what I'll be doing is showing you all a little bit how the servicenow capabilities that Matt has just discussed are able to enhance the employee experience by enhancing the employee experience we're ensuring that employees are able to stay focused on those Mission priority tasks and are continuously engaged with their agency so to start off what I'd like to do is introduce us to our first Persona we're going to see in this demonstration the Persona is Maria now let's say Maria is a manager within her agency within the organization Marie is also a hybrid employee this means that when Maria comes to logs into service now she needs to ensure that she has access to resources so she can easily engage across all of her enterprise-wide needs whether it's HR it facilities or and more when Maria logs into service now she's delivered to her employee Center the employee Center personalizes Maria's experience to her needs in terms of what's expected of her what she needs to stay up to date on and what's required of her both in her role location Etc all of that data already stored in the system is going to personalize Maria's Journey here as we'll see in this demonstration to start off when Maria comes into her employee Center the first thing she's made aware of is the banner that you see here on her screen the banners indicate to Maria that she is entitled to a laptop refresh now Maria's been with the agency for quite a while so she's very excited to get a new laptop this system has been able to identify that Maria's laptop has reached a certain date and is now considered outdated once the system has identified that it's intelligently pushed and proactively informed Maria that she is entitled to a laptop refresh so she's able to do that all from within the employee Center coming to this Banner Marie is able to see that she can view her options for her laptop refresh when navigating to that page Maria is now able to see that she can select what computer that is going to help her do her job and what's what's available to her from her organization she's able to select her PC and as Matt had said earlier this is giving Maria that sort of Amazon like experience with just a couple clicks Marie is able to see the information about what piece of Hardware she's about to receive how long it's going to take to get to her she's then able to order it check out and just like that Amazon experience Maria now has requested that laptop the IT department has not received that and is processing it most importantly Marie is able to track all of those different items have been requested in the example of the PC laptop that she's requested to replace her current one she sees here that is currently waiting for approval and she's even able to come back to this page she's able to be in proactively informed about the status updates so she's able to ensure that in terms of the estimated completion date Marie will be receiving this laptop very soon this has allowed Maria to quickly engage with the IT department in a very indirect way Marie has now been able to fill out that simple form check out with that laptop and the IT department is now working on that as Matt had said earlier we also understand that with today's push as Mr Miller has said there is now an increase more than ever for employees to start returning back to the office this is going to allow employees to increase their collaboration once they're in person together for Maria as a manager she needs to ensure that she has access to resources and tools so that she not only can she go back to the office easily but she's allow able to share that with her teammates so that they're able to come into the office and meet with her and work together in person to that effect the system has identified that Maria is a hybrid employee meaning she's working part-time from home as well as part-time in the office and in this case Maria is ready to reserve a workspace for the day she's indicated to her team that she'd like for them to come in next week on Tuesday and that they all need to reserve a workspace for Maria all she needs to do is be informed by this Banner on her homepage and then she's brought to her workspace reservation page the workspace reservation page gives Marie a couple of different great features first and foremost she's able to navigate across the types of workspaces she can make reservations for whether desks conference room even parking spots Maria is able to see the buildings that she has access to ones that she can go to instead of seeing all the buildings that the agency currently leases she's then able to indicate what floor she would like to be on as well as determine the date she'd like to come in as I said before Maria wants her team to come in next Tuesday and she needs a workspace for the entire day just from clicking that search button Marie is brought to this map view this map view allows Maria to easily navigate across the office now Marie has been with the agency for quite a while but some of her employees have only recently joined the agency so they're not as familiar with the workspace that Maria was used to prior to 2020. using this view Marie is able to quickly navigate across all the different available workspaces determine where she wants her team to sit she can zoom in there select that Marie has now been made aware of all of the different amenities and items that come with that workspace she knows it's going to be able to support her PC because because it has a docking station for that she also now knows the location of it once Maria makes this reservation she can go ahead and add that to her list she's also able to make reservations on behalf of her team or even inform her team of where she'll be sitting this will allow them to be able to browse where she's going to be at or the area she'll be in so they're all sitting together and they're all working collaboratively once Maria has confirmed the spot that she would like she can then indicate any additional amenities that she might require or extra services this is can this can be additionally especially useful for any conference rooms reserved to ensure that it has the right capabilities to hook up to the laptop and now that Maria has confirmed her details she can go ahead submit that reservation and now it's been confirmed another great feature about this is while Maria was able to confirm this agencies are also able to use this tool so that they can receive this as requests that they're allowed to approve or reject ensuring that employees are only accessing the spaces that they are allowed to which can already be predefined by the system again entailing ensuring that both the facilities team and employees are aware of what's available to them and are able to easily communicate without any sort of manual tasks back and forth emails all that has now been streamlined and automated for Maria directly from her employee Center as a manager Maria also wants to ensure that she has the access to the resources she needs to submit requests for her teammates an example of that that we like to show here is around award spot Awards and nominations when Maria now has now that Maria has been able to reserve that workspace she now wants to see if she can go ahead and submit an award to the HR department for the HR department to process to do that Maria can just come to her search bar up here the search bar that's available on the employee Center is actually using a Google like search that Google like search is constantly and continuously tracking all of the searches users have made within the system and then able to identify what some popular searches might be as well as help Maria out in terms of identifying the correct keywords to search just by searching the keyword award the system has now been able to use that Google like search to identify what is the most clicked on or most used resource that's made available to them the resources available to Maria is a combination of types of requests that she can make as well as knowledge articles so she's aware of what's expected of her and how she's able to submit this award this has also been made available to Maria only because she's a manager all through configuration the system is able to personalize that experience ensuring that both managers and employees have access to the resources they need when Maria goes to submit this award nomination she's brought to this very simple form now we understand that with processing Awards especially with in the federal space this can oftentimes take multiple steps in that process with multiple people interacting with it it can oftentimes as well as require a PDF to be filled out and submitted for processing this is just one example of all the different types of requests that can be submitted in addition we also enable for part processing benefits even payroll inquiries ensuring that all of your HR teams within the department are able to quickly and easily engage employees and give them access to the tools they need so they're able to submit requests stay informed and able to interact with the HR department only when necessary when filling out this form Marie is able to indicate the employee that she would like this to be and it's going to pull up a list of all the employees that currently report to her she can indicate that she would like this to be a monetary award and she would like to give Emily 200 now Emily recently took on an initiative and led it excellently she was able to use all of the resources available to her as well as linked on teammates and delivered an excellent presentation Maria needs to ensure that that Emily feels valued by making sure Emily feels valued Emily's going to feel more engaged with the agency and see that she has a path here and that she sees that this is a place where she can continue to develop herself under a manager like Maria now when Maria goes to fill this out once it's been submitted and then filled out Maria has then now opened up a case with the HR department as an example once Maria has opened up that case we can see here that we know who the subject person is which is her employee Emily and as well as who this has been assigned to when Maria navigates and Scrolls down through this case she's also able to see additional details such as all the automated tasks that have been generated by the system using configuration tools an example of that here is the system was able to take all of the data that Maria submitted on that form as well as additional data that's already stored in the system this is just one example of ways that we're able to automate tasks and even populate PDFs that are already stored in the system this is especially useful for federal use cases such as standard forms official forms and more so that when filling that out instead of having to go line by line the system has actually been able to identify the action requested who requested it and then pull in any additional data points that need to be used to fill out the rest of the form such as the contact information titles pay plans and more by using all the data that's already stored in the system this has saved Maria and the HR specialist that will be processing this so much time so that they can ensure that they're able to focus on those Mission priority tasks or you can even add an e-signature here by either typing or drawing it so that once she's confirmed all the details are correct she can add her e-signature and continue processing this Maria's tasks and steps in this process are now complete all through just a couple clicks and through no time at all Maria has now submitted that award for processing to the HR department and Emily will soon be recognized and feel valued by her manager as well as the organization as I said before we can see here and work with in case she has any updates now that this has been assigned to Harry he's able to then come into service now and start working it to that effect we are now going to switch over to see what Harry sees when he logs into servicenow now Harry is one of our HR Specialists within the agency and he processes Award nominations as well as as well as other types of HR cases that are generated within the system when Harry logs into service now he's brought to the HR agent workspace the HR agent workspace is designed to ensure that your HR Specialists and the HR teams are aware of all the work that has been assigned to them it even gives them this dashboard snapshot view so that they can see not only all that work that's been assigned to them but it actually intelligently organizes the work so they know what they need to prioritize by leveraging slas or service level agreements the system is able to ensure that cases and tasks are being completed within the time frame that's expected and if not those get escalated so that not only is the person it's been assigned to or where but their leadership and and manager are also aware so that there is transparency across the entire team about how long different action items are taken as I mentioned before we saw that that eight that award nomination case was Auto assigned to Harry since he is a specialist with award processing when Harry navigates to that same case that was opened up for Maria he's able to see all the same details and more now as an HR specialist it's great for Harry to see all the details we saw before that Maria had access to such as the tasks that were auto-generated by the system but to ensure that he's doing his job correctly Harry needs to have even more information and tools available to him so that he's made aware of what's expected of him to complete this case hair is able to see all those data points around who this was open for assigned to as well as those status updates Harry's also able to get a snapshot view of the employee that this was opened up for here is able to see that employee profile view so he has all the necessary information he needs to understand who this who the employee that will be receiving this award in addition he can also see any other recent cases opened up for that employee and we also understand that for any HR specialist we need to ensure that they're made aware of the latest policies and procedures so that when they are completing there was HR cases they have access to job AIDS FAQs Etc so that they're following the proper protocol to close out this case and ensure it's processed correctly an example from the tools we provide to ensure that Harry is made aware of all the policies and procedures that he needs to complete he can use the agent assist feature on the right hand side of the screen that you see here the agent assist feature is actually using the data already on this case to search that knowledge base that's available to only the HR specialists with through this hair is able to quickly access those knowledge articles and more so that he's able to reference that as he completes this case and ensure that all tasks have been completed ingly all information has been provided so that this award nomination can be processed as quickly as possible additionally as this case is being worked they will continue to be additional updates to it such as potentially priority levels or when this is expected to be due or any other pieces of information surrounding the award nomination for that employee to track that Harry has access to his activity stream the activity stream is informing Harry of any updates that have been made to the case as well as any Communications that have been sent out either by him or other people that have access to this case he's also able to easily collaborate with other folks have access to this case if he has any additional questions for Maria instead of having to Ping her through a different view or email her he can simply type a comment in this activity streamline by typing a comment Marie will then receive an email notification that Harry has left a comment informing her what the update is she can click on that and that's going to bring her right back to the case in the employee Center helping to unify and streamline all of those different types of services not just with HR but also with it facilities and more making sure that your employees can quickly and easily engage those enterprise-wide services and your team members operating those enterprise-wide Services have access to the tools they need to be able to work efficiently effectively and close those cases out in a timely manner most importantly what this is all doing is ensuring that all of your employees are focusing on those Mission priority tasks that have been set out and understanding the direction from Mr Miller ensuring that all the employee experience is now as optimal as possible your employees are engaged morale is high and your HR Specialists have all the tools they need to be able to do their work effectively this concludes the demonstration around a little bit of what we provide out of the box with servicenow in the employee workflow capabilities now I'd like to turn it over to Amanda Herrera who is one of our uh is at one of our partners intact now intact is one of our Elite Partners as Matt had mentioned earlier a little bit about them they've actually had multiple successful implementations both with employee workflows and it products they've had a successful implementations with Department of Transportation IRS as well as DFC which we'll see in just a moment intact has led a lot of amazing implementations as well as other partners of ours and I'm really excited to be able to show a little bit around what been able to do and take all the tools we've seen here and turn them into reality and help an agency work as effectively as possible ensure they're staying on mission-based tasks to that effect I will now hand it over to Amanda Herrera Amanda thank you Shane and thank you to the servicenow and kerasoft teams for having us here today and of course to everyone who took some time out of your day to join us um as she mentioned I'm Amanda Herrera and I'm the manager of the pmo at intact and I was the program manager for the DFC project uh which is the example for our demo today in one of the slides that Matt shared earlier you saw a side by side that showed today's experience versus employees expectations and I definitely think that that visual really speaks to the DFC Journey um on our first slide we're going to share with you some of the initial struggles at DFC and reasons they look to Services now and to intact core Solutions um a few of those things were DFC being a Consolidated agency they had a new HR department a highly complex onboarding process with planned growth of approximately 20 per year so if you already have a highly complex manual process and you're expecting that much growth then you have an issue on your hands so they were looking to fix that a few of the things they were really looking to focus on were to simplify that HR onboarding and off-boarding process and looking for an optimal employee Journey so like many federal customers uh and an organizations facing similar challenges they were looking to streamline their process and as Matt mentioned earlier to meet or even exceed employee expectations with a unified employee experience uh and intact was there to help them uh transform that onboarding process by seamlessly integrating hrsd itsm and wsd a little context on the workflow complexities dfc's workflow included 68 task notifications seven employee types and 10 stakeholder groups foreign just a moment my colleague will is going to provide a demo showing you how intact automated dfc's onboarding process by implementing servicenow's hrsd platform we'll show you how an HR specialist starts the onboarding process the role of the manager as well as health facilities it and HR are all interconnected within the platform as Matt explained earlier the employee is a com the employee Journey rather is a complex one from onboarding to equipment upgrades to space reservation and off-boarding but as intact will demonstrate it doesn't have to be a difficult one by creating an efficient workflow leveraging out-of-box capabilities in a no code low code fashion intact was able to integrate hrsd itsm and WSB creating that user-friendly and intuitive experience with that I will turn it over to will to provide that brief demonstration and again he's going to cover how an HR specialist starts the onboarding process the role of the manager and health facilities it and HR were all interconnected within the platform will over to you thank you Amanda and thank you everyone for attending the webinar today my name is will yorkvitch and I'm a customer success manager at intact technology and like Amanda said I'll be going over the solution that we provided at Doc to help automate the onboarding process so let me just do a quick screen share here so as an HR specialist at DFC the onboarding journey starts at the employee service center so you can see right here we have a human resources menu option where if you click that you can see a new hire onboarding menu option here so once you click that and click on the tile for new hire onboarding you'll be taken to the onboarding Forum with the HR specialist will enter information about the new hire that's going to be starting at DFC in a matter of weeks I have a previously submitted case I'm going to go over with you today but I just want to highlight some key information that's on this forum that'll help Drive the workflow in the back end so the employment type here is is crucial based on the employment type selected different tasks will go out to different stakeholder groups within the organization at different times I also want to highlight that depending on the employment type selected this form is dynamic and will capture different data points depending on the employment type selected so the for the purposes of this demo we'll go over a federal employee so as an HR specialist I have to fill out the name of the employee their preferred name the DFC email address the personal email address mobile phone some fields that are specific to a federal employee such as pay plan grade bargaining unit and then if I come up to the employee information section here I can determine their status whether they're permanent or temporary their start date you can enter here and this is important because some tasks kick off prior to the employee's first day so that they're ready to go when they begin on their first day there's also the location type you have to specify whether they're office based or remote and this is important in the in the event that um and we'll go over this forum on the on the next screen here but when the HR specialist decides the location if they're office space it will kick off tasks that are associated to the facilities team that they'll have to fulfill in order to get the office set up you have to specify the manager the administrative coordinator if applicable their Department as well as where they're stationed so let's say for the purpose of this demo I fill out this form for the federal employee and click submit as an HR specialist I can navigate to the HR agent workspace where I can see an overview of the onboarding case so here we have one for Tom Hanks our new hire and once the onboarding case is submitted a new notification is going to go out to the manager so they'll automatically be notified that they have a test to do for their new hire starting tomorrow so putting my supervisor hat on I receive this email notified that I have a new hire starting I can use this link to go to the task that I have to complete or I can navigate back to the employee Center and go to my tasks so here I can select the task that's associated to my new hire and once the form loads I'll be presented with a form that I have to fill out so it's instructing you to select your new hire so I'll select Tom Hanks and this will automatically be pre-populated with information entered by the HR specialist to Aid the manager in filling out this form so as I'm scrolling down here I have to indicate the travel status of the federal employee so for the purpose of this demo I'll just say they don't have to travel and since I selected office space as the HR specialist on the previous form I have to specify an office that I want to put the new hire so you can select the building that they have to be a part of the floor that I want to assign the office to and then pick an available desk in the system so we'll put them in room three and as I scroll down here I have to order equipment for the new employee which is automatic in this form and I just have to agree to the participant agreement and then these sections down here I have to specify the type of access that the new hire is going to need for their laptop on their first day so I can specify a network folder access that's by Department I can add a distribution list or any distribution list that they need to be added to so I will enter one here and I'll select the option to add them I also have to specify any applications that they need access to so at DFC there's a predefined list of applications that the new hierarchy or the manager can select to excuse me so let's say they need access to discover and they need system administrator access and I can enter multiple applications if the new hire needs them so let's say they also need access to budget system as an end user if you don't see the application you want listed you can specify that here if you know of an employee that the new hire should have the same access to you can specify that user here and any special software requests you can enter in this field here so as a manager I go ahead and submit this or I will fill out this form for the new hire I'll click next and I'll get a preview of all the different tests that will be automatically submitted to fulfillment groups across the organization previously this was a manual process and the manager would have to email all these different work all these different stakeholder groups and fulfillment groups to get the employee set up in their office to get the standard laptop mobile device and their system access so by filling out that form this process is automated and it's a One-Stop shop to ensure the new hire is ready for employment on their first day so once I click next I'll get another little preview screen of the items I'm about to submit and then I can submit the form and then once this is submitted I'll get a confirmation message at the top of the screen saying that my request has been submitted and this task will automatically be completed and there's no actions for the manager at this point so as an HR specialist I can also navigate to the back end of the platform and view the hrk similar to the HR agent workspace and as you can see here there's some pre so there's some tests before the employee starts on their first day there will be some tests that generate on the employee's first day and after if I scroll down on the form I can get a high level overview of all the different tests and requests that are associated to this onboarding process you can see the seat assignment request is assigned to the facilities team to ensure their office is set up when they get through the building on their first day the request to the service desk to get the laptop and system application they access they need as well as additional HR tests that are assigned to different fulfillment groups across the organization I also want to go over a dashboard that we built for DFC for HR leadership and HR specialists to view onboarding cases and and their progress so on this dashboard you can see the different tabs up here we have employees that have started employees starting this week employees starting next week and employee starting later you can see all the active to-do's that have started any overdue tasks you can see here and this is per assignment group and you can also see all the different HR cases and these reports are Dynamic so you can click into any one of these and get a list of the active to Do's that have started for this particular assignment group so with that I'll turn it back over to Amanda who's going to go over some results that we achieved after this onboarding process went live at DFC Amanda thanks will thanks for the great demo as we'll just mentioned we definitely want to share some results that we have for you these results are reflective of the first 90 days post go live um there were 137 onboarding cases completed 1876 HR tasks 302 workplace tasks and 509 IT service desk tasks completed something to keep in mind when you're looking at these results are just how manual or even in non-existent the processes were prior to the servicenow implementation so the process of onboarding could take hours or days to ensure that the correct departments were notified of next steps or pending tasks versus now with automated Solutions multiple onboarding tasks were automatically kicked off by simply selecting the correct drop down option on a menu as we'll demonstrated and including in included in the results shown the tasks completed for Standalone the tasks were completed for Standalone requests as well as connecting requests including HR tasks that then kicked off a workplace task that then kicked off the service desk task so um and all of these tasks were completed with automatically kicking off the next task so what was great is that the task was also specific to employee type so federal or contractor as well as specifics including if they're on site or they're remote um so if you selected that an employee was on site it's going to click on it's going to kick off tasks that are specific to on-site employees or specific to a federal or contractor employee prior that would have been a very manual process to differentiate uh and instead again we have a simple selection of a drop down box that will kick off that correct task on our next slide I wanted to share with you um some additional results and possibly the most important of outcomes is the customer impact so key wins pointed out by our DFC product owner or the fact that we expedited the process by being able to kick off tasks ahead of time and the fact that their internal business process had been documented for the first time ever so big win there and big Improvement for that department and then finally on our last slide I wanted to briefly share Intex approach to our government our government and design we focus on these five core facets that are shown here on the screen which assist in achieving our primary goals which are leveraging out of box servicenow capabilities we want to eliminate that technical debt so we want to stay close to out-of-box and low code no code as possible and ensuring platform Integrity this can this approach combined with the amazing servicenow capabilities led us to a very successful outcome at DFC uh so once again we want to thank the kerasoft and servicenow teams for having us here and to everyone that joined the impact team is happy to answer any questions at the end of the tech talk or you can feel free to reach out to us directly we are happy to answer any questions that you have and with Matt I'll throw it with that I'll throw it back to you Matt thanks so much Amanda will and Shane for the great content and demonstrations um we've got a handful of questions outstanding in the Q a which which we'll get to here in a moment but I know folks are really busy and may stop uh start rolling out of the session today so I wanted just to wrap up with the content um with a couple of key themes today we touched on the interconnection between Mission Workforce and technology and how they're all needed it's like a three-legged stool in order to keep folks and organizations focused on Mission and serving the American people with out of the box workflows organizations can streamline the delivery of Enterprise Services across any of those organizational units so that people can get out of the administrative burden of emails and spreadsheets and into a more automated and intelligent platform that lets them focus on being productive and lastly that employee experience is critical keeping folks engaged and productive and happy with their work systems is critical to not just keeping folks around from a retention perspective but also attracting new Talent into an organization so with that in mind we'll get to the questions in the chat but we wanted to share a couple of questions that the audience may consider taking home to your organizations so first question that we wanted to throw out there is what are some of those employee experiences that present the biggest bottlenecks and slow people down slow that Workforce down the most next question we wanted to share is how much time if you were to quantify that how much time is the workforce spending uh doing automated or uh uh doing manual and unautomated requests via email spreadsheet phone call and so on and then lastly as agencies continue to increase in-person work what technologies are currently deployed in order to have a seamless transition back into that office to get to that office and sort of workspace of the the 21st century so with that in mind I'll take a breath here that's the last slide that we had to share with the group today and I see that we've had a number of additional questions come in through the uh through the chat here let's see here where do we want to pick this up we can Shane Amanda I haven't been keeping up the last couple of seconds Heather um is there a question that we want to start with yeah I think we left off at um does employ does the employee Center have capabilities associated with emergency evacuation for example in the event of an emergency and or personal accountability where managers slash admins can have access to it I think it's a great one question Shannon I see you coming off mute there yeah yeah I can go ahead and answer that one uh Christian you know great great question so the employee Center what it provides as you saw in that homepage experience those banners can actually be used for communications but we also offer with servicenow as a mobile app so that allows you to have essentially an omni-channel communication method so you can quickly and easily engage in and keep your employees formed with the banner homepage they see that you know when they log into the employee Center however with that tool they can also receive push notifications on their mobile phone emails as well and you're also able to track engagement on those so it's able to uh use any of the information or data that's collected to be able to manage that we also have uh you know another feature that's available called emergency response management and I'm going to put that link in here in the chat just for you so you're able to browse that a little bit more and in case you have any additional questions thank you this was Amanda there was a question that Uber thank you Uber actually already answered but I did want to um bring a little bit of attention to it because it was a great question and it was um about our demo and it was um across different systems how tasks were across different systems but shown in a single workflow to the user and so thank you again Uber for answering the question in the chat but just to you know reiterate that um while there's a lot going on on the back end because there are you know different workflows it really was a seamless view to the end user whether that be the fulfiller or the new employee um they would have never known that there's that much going on behind the scenes and what was great at what we did at DFC was connecting the itsm the hrsd and the facilities modules to where there really could be multiple workflows multiple tasks going on but it really was a seamless integrated process um and so that was really important um again not only to the employees that were inputting and making these requests but to the uh employee that was you know going going through the actual hiring process or the off-boarding process for that matter um but again thank you for answering the question in the chat got another question in here will this video be sent to participants the answer that is yes we'll follow up with a link to the recording of the session um there are a couple of questions throughout the session on um PDF automation capabilities and just wanted to go back to that because I think it's a pretty important piece you know we're um there's a lot of PDF forms um in in the federal government right and they're not going away anytime soon but the ability to automate those forms so that people are engaging with a clean user interface an intuitive sort of workflow to capture data um and automate or populate those forms in the back end is a critical capability of this solution so just about any government form there is you know SF you you name the rest of the numbers there for that standard form they can be automated in this solution with workflow to capture data store that data populate the PDFs and save them into a system of record um one of the most common um opportunities performs automation we see so often is in the onboarding process there's an abundance of new higher onboarding forms that are generally filled out manually and that is not a very engaging new hire experience so we see that so often uh customers automating onboarding forms and steps to really drive that new hire experience so then when that new hire shows up on day one there they've had a really positive sort of journey onboarding into an organization so I I'm let's see here team are there any other questions in the in the chat that we haven't gotten to today audiences a new question just came through uh I'll go ahead and read it off for you for the Enterprise I.T environment does servicenow integrate with a tenable system center vulnerability scans and automate the vulnerability service tickets to maintain these Open tickets so um let's see here so that is that's a cool maybe we can take that one back um Alex you know I I think the rather than it's it's so the the I.T systems like the vulnerability scan systems not personally my area of expertise out so I don't want to misquote you here but we'll take that one offline um and I'm confident that we're gonna have a good answer for you and we'll get back to you got a question in from Nick Jung he said could something like this be used for employee relations Nick that's a that's a great question um one of the cool things about the HR Service delivery capability we've seen today is that there's actually out of the box workflows that are tailored specifically to employee relations so that's one of those solutions that can be picked up you turn the key on it uh you turn it on and it can very quickly add value and automate those uh those employee relations type in queries and uh and services I'd also like to go back to the uh the question that was asked uh by Alex so for the Enterprise I.T environment does service now integrate with tenable system center uh you know we've just been able to to have some colleagues uh you know give us some great information and just want to confirm that we do integrate with tenable system center to allow for that integration and do those little vulnerability scans Sharon I uh love your question can we find those out of the box workflows anywhere um I'll tell you what as a follow-up to the session in our in the follow-up message that goes up I'll see if we can include a PDF uh document that summarizes all of the out-of-the-box capabilities workflows and services that are available with HR Service delivery got a question from Swati uh the question is can the PDF be signed digitally with a PIV Shane or intact team any color commentary on that one yeah I can go ahead and answer that great question uh Swati so uh it to answer your question yes it can be we actually have a great partner out there who has uh who's able to facilitate PIV signature capabilities we understand that this is extremely important for a lot of federal agencies so we are always constantly assessing and continuing to you know look at features that are important to our federal customers and see how we can incorporate that's part of our product But to answer your question that is available with one of our partners who has developed a solution for that and uh just to add on to that that does also include not just PIV but also CAC cards as well so both can be used by that tool uh there was an earlier question from Wendy about how does access work for pre-hires when they don't have access to agency networks I.T yet it's a great question it comes across a lot I can speak to the point of what we did at DFC and most of that was integrating the pre-hire activities for the HR Specialist or HR managers so most of those activities were setting up um is the employee going to need a parking pass is the employee going to have a reasonable accommodation and need a special office chair um is the employee going to need the um the subsidy for the Metro so things like that on pre-hire task force set up from the HR and HR specialist and that's so much the employee point of view so I do know and and will and ooger can jump in for additional information on that if there was additional employee tests that could be kicked off um I do know things like training that the employee needs to do that occurred so the HR Specialist or HR manager put in that request prior to the employee starting but the employee didn't actually see the task of training until they had access to the system having said that it was there it was there day one so when the employee starts they had any no notification saying hey welcome you're a new hire you have X Y and Z to complete and you have to complete it by this date and then it would send reminders so I know it was there day one um but again I'll throw it up to my colleagues order um Shane and Matt to see if um that can be generated prior but you know different agencies are going to have different access specifications there so again for some it will be a day one activity but the great thing is is that the HR manager can at least um have those things in motion prior to the employee starting so that it is their day one I appreciate you sharing that perspective from uh from the DFC solution um Shane cures from a platform perspective any color commentary on how we'll say pre-hires can engage with the platform before they get their uh let's say credentials on day one yeah great great question uh so understanding that this happens a lot with federal agencies right the I.T security policies do not allow for non-employes to be able to access the service now instance that employees have access to what has happened in the past is that we've had customers actually set up a separate instance uh and you know that's actually what we even do at servicenow for example uh but we do also even have this you can also have that sort of dedicated onboarding mobile app to be able to give your new hires before that day one start the capabilities they need on both the desktop and mobile thank you and I believe there was a question as well from Houston uh speaking of Integrations is servicenow integrated with forward networks uh to answer your question yes we do integrate with with forward Networks so I think we're coming up on time here um let's see unless there's any final comments or questions I think we can go ahead and wrap this up um thank you so much for your time today we greatly appreciate um you sharing sharing your time with us in your questions with us today we hope you um were as excited about this presentation as as we uh are today um you'll be getting a follow-up message from the carousel team with the recording as well as the HR Service delivery out of the box capabilities we referenced a little bit before uh feel free to reach out and follow up in the future if you have any questions again thank you so much for your time today and Heather I'll turn it over to you maybe to close us out officially thanks Matt kind of like you said I'd like to thank all of our participants as well as all of our speakers for being with us today