hi everyone I'm Lauren Jankowski the marketing manager here at Glide past and I will be monitoring today's webinar new in servicenow workplace Service delivery and vaccination status please utilize the Q a if you have any questions throughout today's session we have Jacqueline colon Adrian Pagano and Candace Brown from servicenow and they're also going to help answer the questions that you may have we're also going to be having a q a session at the end so you can hold some questions till then as well I'm excited to introduce today's presenters Paul group and Jeff Gore Paul is the director of solutions Consulting at Glide past and Jeff is the senior director of product management at servicenow before we get started I'd like to ask you guys one quick polling question are you familiar with workplace Service delivery and vaccination status all right so it looks like it was about 50 50. now I'd like to hand things over to Jeff Gore thank you very much Lauren and thank you very much for attending today so we have a we have a pretty full agenda where we're going to be covering servicenows workplace Service delivery solution which is inclusive over safe workplace applications including vaccination status and then Paul is going to be actually showcasing the capabilities that I'm speaking to with that heavy focus on vaccination status so you know we have a full agenda and hopefully we can make this pretty interactive for this group we'll answer any questions accordingly so before we get started I think um it's one one thing that's important to note is that at servicenow we're viewing the concept of return to work in workplace Service delivery as a part of a comprehensive portfolio of employee facing Solutions we all understand that in the year 2021 we're all faced with a dynamic hybrid working environment where you have employees that are working from home you've got employees that are in the office and a whole bunch of employees in between that we're going to call a hybrid worker and these workers need digital engagement channels to make sure that they have access to services including all of the aspects related to a safe return to work as well as any of the Dynamics around workplace services in general so we put it in in a broader context but within the notion of managing a safe and efficient workplace what we're going to be talking about today is how do we support that hybrid working model and how do we deliver solutions that can actually make sure that an employee can return into an office how do we have the policies and procedures to make sure that that can be accomplished we do those things within our safe workplace Solutions and then really to tie to what we're seeing as the real story of 2021 how do we look at our workplace Service delivery functions holistically and make sure that employees know the processes to return into an office they can do things like reserve space understand where other employees are working where are they sitting and be able to support them with any workplace Services you know functions while also making sure that you know you your needs of managing your corporate real estate and optimizing your space is accounted for and so it's it's a big Charter but we want to make sure we can address each of these these Concepts within our Solutions and that's what we're going to be talking about today okay so why workplace Service delivery now I've sort of alluded to this in my introduction but you know we're talking about a hybrid working environment hybrid uh workers a hybrid workplace and What Becomes of that is that we need to look really at three things one the workplace service experience is now critical to be made digital you need to make sure that employees have access to services in in a moment or in a place that makes sense for them right so if I am a employee that is in the office then maybe it makes sense for me to be able to access all of my workplace services from a portal environment how do I register visitors how do I make sure that people that are coming to to the office understand our policies and procedures if I'm an employee that's a hybrid worker and I'm coming in every other day or on an ad hoc basis I might need to be able to do the thing things like access services from a mobile device or through a conversational interface so the concept of of having digital experiences to support workplace Services has become an imperative reservations are now critical where before when we all had our pre-assigned space in the office maybe we didn't care so much about you know where other team members are going to be sitting because they're always sitting in a consistent place but if everything is a hot desk now and I need to make sure I can meet with my team Drive productivity or or have a workshop having that reservation experience and all the associated Services has now become an imperative and then finally when I've got all of these individuals coming in on an ad hoc basis how can we make sure that we're optimizing the corporate real estate that we have looking at space utilization driving cost efficiencies if one particular neighborhood is always getting filled and another neighborhood is always empty maybe there's opportunity for us to reallocate space and drive efficiencies within how employees are interacting with our physical working environment so all of these things become sort of the the impetus to to what it is we're going to offer for for workplace services so now let's just dive in and actually talk about what some of these capabilities are now at this point I'm talking about servicenows workplace Service delivery solution or wsd is you're going to see it it called so I'm going to talk about the things that are available within this solution this is a relatively new technology for us we launched this in October of 2020 we launched this because we understood the nature of how the working environment was changing and we've very rapidly been able to build an investment or innovation Cadence where the things that I'm going to talk about are actually all available and we're going to continue to enhance these over the course of time knowing that this is a dynamic working environment we will continue to update these applications monthly to make sure that you always have the latest the latest features the latest capabilities as we start seeing what 2021 is shaping up to be so the first thing that we're going to support is a concept called workplace case management and so in order to support your employee populations we need to make sure that if they have any questions if they have any concerns if there's break fix requests or just general inquiries how can they actually submit those requests in a structured way and we're going to do that through this workplace case management solution this is where employees are going to have the ability to ask their questions or submit their requests and then agents within your facilities or workplace Services organization will be able to respond to these inquiries they'll leverage knowledge base they'll leverage predefined templates they'll leverage predefined workflows to actually fix any issues that might be occurring within the space but essentially it's all about driving that employee to facilities engagement and making sure that if there's a question if there's a concern if there's an issue we can get it resolved as efficiently as possible so this is really foundational this is this is how we're going to make sure that we can support employees in this in this process and once again through any digital channel you're seeing two here you're seeing a portal and you're seeing mobile device once again it's that mindset that we know how employees are engaging with us we know what type of employee we're dealing with and we're going to give them the appropriate support channels so once we have case management we then move into our second big bucket of capability we're going to call this workplace reservation management and really this is the notion that everything needs to be reservable now once again if I had a predefined space if my team had predefined space if we had well-established neighborhoods within our facility maybe this isn't required but now that you have so many employees in a hybrid working model it's critical that they know how to do things like how do I reserve a parking space how do I get a visitor badge how do I reserve a hot desk how do I know where other members of my team are working so that I can sit near those workers how do I book a conference room how do I book catering that ties to that conference room so all of these Services now are super critical and they all need to be provided through workplace reservation management and so you got case and you got reservations and this really becomes the foundation for a great workplace service experience and is going to set you up for success in 2021 because you need these capabilities to be able to make sure that you can return employees into a workplace in a structured fashion so that's the first two the first two buckets moving on and I I sort of alluded to this earlier there is now the notion that there's new policies new procedures you're not just going to have visitors in the same way as you did pre-covet and so having a seamless experience for your visitors where visitors can be well informed as to the processes and procedures we have in place we can handle the bulking process and making sure that we have folks on the list that they're actually available or allowed to return to the corporate facility and how do I make any additional asks of that visitor like if I'm going to ask that visitor to complete a pre-screening for example how can I actually tie that into a structured workflow and all of this is going to be available within this workplace visitor management solution so this is looking at the registration of guests all the way to the visitor experience once we have the reservations and case management visitors are coming in we then can start looking at the space itself and how do we actually allow a user to interact with a floor map and say things like I want to reserve this space I can see where individuals within my team are sitting and I want to go sit near them or I'm in this particular space and I want to raise an incident here we do all of this with workplace space mapping today we have a partner that we we work with on this this partner's name is is mapped in and we we leverage their capabilities to provide these interactive floor Maps today so it's it's not a requirement but if you actually want to visually see the space and have the visual floor Maps this becomes a nice additive capability that we can bring to bear Now we move into really the final uh outcome where instead of this just being getting employees back into the office and having employees interact with the workplace in a new way you also have to drive some outcome here which is making sure that you've optimized your your corporate real estate spend right so if you don't have individuals coming in every day or if they're only coming into specific location specific floors how do I take that data to actually Institute some optimization activities and that's where workplace based management comes in this is where I can look at overall utilization I can look at capacity and I can handle the moves processes if we need to reassign space add on to an existing neighborhood reduce the size of a particular neighborhood so on and so forth as well as as bring in some of the proactive workplace uh maintenance activities as well so Space Management becomes sort of like that next area that we believe our customers are going to be moving into based on the trends and based on what we're going to expect to see in 2021 everything that I said I've been alluding to the concept of multi-channel multi-channel is important I keep saying it's because this hybrid worker we don't know the type of employee you're interacting with they're not all going to be on desktop they're not all going to be on mobile they need to have all these channels open to them to complete complete their actions virtual agent is one of those channels we have thought about the conversational interfaces required to deliver this type of experience and so we've pre-built a bunch of virtual agent conversations uh in support of workplace services and we've also thought about the common kpis the common reports uh that organizations might need to look at as it relates to the overall workplace Service delivery process and continuous Improvement initiatives so this will tell us the kpis uh you can can use this data to to continue to optimize your real estate spend so now everything I just spoke about was called uh workplace Service delivery but in May of 2020 we also launched applications that we call as our safe workplace suite and essentially these were about uh looking at Workforce and workplace Readiness as it relates to getting employees back into the office to begin with now we understand that the talk track and the conversation around getting employees back into an office is very much aligned with the future steady state of workplace Service delivery and so we've actually bundled these two solutions together and so now if you work with us uh on workplace Service delivery all of the safe workplace capabilities that I'm about to talk about are also included within wsd and so this is where we're looking at that Workforce and workplace Readiness and so when you need the functionality like Readiness surveys so asking an employee are they a ready to return into into an office using that data to kick off workflows that will actually drive the process for that employee to follow once we've we've indicated their Readiness to return all of that is is available within this employee Readiness survey sort of tied to that is the concept of employee travel safety so maybe an employee is not going to return to one of our facilities they're going to return to some other location or maybe our organization is a consultancy or we have customers that we have to go visit well if we're visiting other locations employee travel safety can put similar processes around uh that we should talk about with employee Readiness we can put that around the concept of of traveling to to another site now once you get onto a site it's about health screening many of our customers will will use us for a health screening process because once you've indicated a Readiness to return once you are physically returning into that office you might need to have employees self-attest that they are not sick that they meet all their requirements potentially that they have received a vaccine that could be tied in here as well and we're going to use that so that when that employee shows up in the office we can actually verify fight that they're cleared to to attend if anyone has children in school or children in sports you're probably used to the concept of a daily health screening because we're following this process in our everyday lives today moving on to the workplace readinesside we do show you a holistic view as the overall Readiness of your facility to have employees in a dashboard we do have capability for managing personal protective equipment if you're in the business of assigning this or providing this equipment to your employee populations and then we also have what we call workplace Safety Management which really is the foundation for that workplace reservations that I pref that I've previously spoken to and then finally we have solutions that are included here that really are focused on employees safety so at this point you know you've got your processes for for reservations and for case management you've looked at the willingness or Readiness of your Workforce to return and you've looked at the Readiness of your workplace to accept those new employees coming back well now there's a bunch of things we have to do behind the scenes once they're there to make sure that we are driving that employee's safety firstly contact tracing is a discipline that is likely here to stay for 2021 where if you have any incidents within your workplace how do we actually in a structured fashion identify what is your level of exposure within your organization so how do I know who you are sitting near who you've been interacting with when you checked into the facility and how do I bring all that data together to see what is our overall level of exposure if an incident were to occur and so this is likely something you're you're going to need to continue to to operate in 2021 just to make sure that you know we're driving for employee safety then the health and safety testing you may have processes where you need to test employees right so either it is a part of your procedure for getting employees back or it's a necessary procedure based off of what takes place within contact tracing when you see exposure the concept of managing the the testing of employees we provide within health and safety testing and then finally uh we have this concept of vaccination status which is the newest application that we've bundled together within safe workplace and workplace Service delivery in vaccination status is where we're going to gain the insight into the current state of employee vaccinations in your Workforce so the overall notion that you do need to know the status of vaccinations within your employee population you do need to provide the ability for an employee to self-report that they have completed a vaccine it's the overall data model that says based on the type of vaccine that the employee received we should expect to see a follow-up from this employee four weeks later if they took this particular vaccine those types of things and how do I use this tied to all of the other Concepts that we just spoke to where we can make sure that if we have a health screening we can actually leverage vaccination status as a part of it or if you have contact tracing this piece of data becomes important and then finally if you're going to support workplace reservations maybe you will have procedures saying based on the vaccination status of your employees what can they are that can they not do so this all helps you to promote that safe workplace and working environment so without further Ado I'm really excited to hand off to Paul who's going to actually showcase vaccination status there and show how this looks in an actual real world example a real world implementation so Paul I'm going to stop share the ball is yours awesome thank you Jeff So within vaccination status here there's a couple pieces that kind of work together with it so emergency Outreach is another app that service not recently released and it allows you to go ahead and get consent that you'll you know that their employees are okay giving you the information that they've been vaccinated because some people will feel that information is kind of you know personal and more on the health care guidelines so there is this thing of emergency Outreach so what we have here is it's set up you can see here we have different audiences so if you want to you know blast out notifications to part of your organization all the organization you can have that kind of determined based on your audience and then have your content here of hey we need you to update your privacy consent to give us consent to collect information that you're vaccinated against covet so once all that's configured we'll go ahead and fire that notification off and then what I'll do is I'll jump over here to a mobile view and we can see here under the more down here in the bottom right there's a little icon saying hey we have some kind of notification so if I pull that up you can see here there's an update user privacy consent so from their mobile device they're able to say Hey you know I got a notification from my organization that I need to take action on something and you can use this for you know many other things besides just the Privacy consent but for this scenario you know we want to say hey we need your consent so that we can start tracking that you're vaccinated as you come back to the uh to the office so you'll see here they have a little bit of information about it they can view the consent and then you can you know populate all the information about what they're consenting to making sure they feel good about it and then obviously you know come down here say I agree and go ahead and submit at that point they've cons they've submitted that they are you know have no problem you know giving you their information and they also can come back in here and say hey I want to change my preference and let's say you know I decided to withdraw my consent so now they can easily come back in you know withdraw the consent so you know from the mobile app as well if we go into the health tab here there's this report vaccination so this is where the vaccination status really comes into play so you fire off let everyone know hey we need the you know keep track of who's been vaccinated who's not as we return to the workplace because let's say we want to have everyone fully vaccinated before we allow everyone in the building together so you see here I was withdrew my consent a few minutes ago so now it's going to say hey I can't even submit this to give you my information that I've vaccinated or not because I have not consented so if I click here it'll take me right back to that consent form and basically it's going to say you know I have to agree to agree to give you the information about being vaccinated before I can go through with vaccination status so now they pull up that vaccination status form we'll see here you know it defaults to know so have you been vaccinated let's go ahead and say yes I have it's going to ask you for the date so let's say it was you know last Monday and it's going to ask you which vaccination you got and I will go ahead and submit that and as you know for a lot of these vaccinations so far you have to get vaccinated twice before you're fully vaccinated so if we go back over to the UI view here we can see here as a vaccination status administrator that you can see the responses so here we go Fred just responded to yes he's he's got a dose of it now we can also look here and see the vaccination profiles and we can see Fred's here but he is not completely vaccinated so that's because the system knows hey he requires two doses in order to get fully vaccinated so while he has gotten his first dose we're still waiting on that second dose then we can set up a reminder to let him know hey you know let's let's make sure you update us once you get that second dose and then we'll okay you to come back into the office so if we go back to the mobile app here let's say you know the 28 days has passed and Fred here wants to go ahead and report and give them one final update that yep I've gotten my full vaccination now so we can go back here say if I've been vaccinated yes and we'll say I did it today and we want to click the you know the same vaccination and we'll submit that through and if we go back over here and check out check out the profiles we'll see now Fred is marked as true so now we know Fred is fully vaccinated he's gotten both of his doses of the vaccination and he's ready to return to the workplace so that's all I've got for vaccination status Jeff I'll go ahead and toss it back over to you very good I think that was uh was super compelling thank you thank you Paul for for covering that I'm going to go back and at this point we wanted to turn the call over to the team and see what questions they may have yes and while you guys are sending in the questions I'm going to launch another poll right now so after today's webinar are you now more familiar with workplace Service delivery and vaccination status it does look like we do have some questions coming in so the first one is if a user revokes their privacy consent after they have started the process is the data still available in the instance or can it be removed or pruned through an automated process so Paul I don't know if you wanted to uh to take that tied to the demo uh yeah sure so we definitely can you know prune it automatically the data still exists in the in the platform as of you know kind of out of the box feature but definitely you know have the possibilities to go through and prune that data out there's also some settings for you know how often you want to keep the vaccination status details so if you need to you know clear it out every 90 days or every so many days you know that has other options as well for that awesome and we actually got two similar questions can we easily configure vaccination status to account for new vaccines as they come out yeah so I'll I'll take this I think the first thing I wanted to note as it relates to vaccination status and any of these applications is that we deliberately built the applications with the mindset that we don't know what we don't know and we need to have a rapid pace of innovation right so I mentioned up front that we've launched these applications we launched them uh the safe workplace launched in May of 2020 workplace Service delivery came out in October of 2020 um and we've released updates to them every month and actually as it relates to safe workplace we've released updates uh two times a month so these are in a rapid Innovation path we built vaccination status so that it could be configurable and so Paul actually just showed there how we had pre-configurations for Pfizer and moderna and and such right but as new vaccinations come out or new vaccines come out you could just go add them so it's got a Configuration utility to to add them we when we ship our updates twice a month we will ship those pre-configurations but you know it is pretty U.S Centric what we what we've shipped and so you might have a global Workforce and you can actually use the configuration module to to put any additional uh manufacturers and vaccines as appropriate and when new policies new procedures come up will continue to to evolve that application awesome here's another question for you guys is it possible to add a workflow step to confirm the vaccination was truly received by the employee so I'll take that as well and it actually is unfortunately a trend that we see uh in customer conversations which is just the notion that of fraud as it relates to like a CDC vaccination card out of the box we're not making any calls to any provider that says like uh you know look at this card and actually validate if it's if it's real or not real it is a manual process but we have built into into the the solution just the notion that you could have approvals you could have someone validate you can actually attach the artifacts that prove that you've been vaccinated and have some form of check take place within your organization when once again back to my my previous answer though if we see that there starts becoming some industry accepted way to to validate that the employer truly was vaccinated we can continue to to update our solution we've we've given ourselves the uh the development capacity to be able to rapidly respond if that were to be the case but today it's a it's a it's a manual process that you would have to follow awesome and then I just did see one last question come through asking if this webinar will be recorded it will be and it will be posted on the Glide fast YouTube as well and we'll make sure everyone has a link to that who attended today but that looks like all the questions that came in so I'd like to give a big thank you to Jacqueline Adrian and Candace for helping set up this webinar and a big shout out to Jeff and Paul for speaking at today's webinar on workplace Service delivery and vaccination status feel free to follow up with any of us you guys can reach out to the servicenow at their website or glidefast.com as well with any other questions thank you and have a great day thank you very much