thank you uh for having a service now and myself uh talk today um so yeah i think a lot of us across government um no service now from an i.t workflow perspective right i think we we've become kind of the de facto i.t service management platform for a lot of federal agencies um my team specifically supports federal health care which would be hhs and obviously fda and and all the optives within hhs but also um you know defense health administration and veteran affairs right and so um i also see government is is not an industry it's a market right of of all the industries are within our healthcare there's regulation there's peer provider there's the delivery of care um there's research there's the life sciences it's all kind of within this this space and and something that i think is very exciting for us in in federal and federal healthcare is we're starting to leverage innovation coming from industry right and we're seeing a lot of our other hospitals and care provider organizations outside in in the private sector run some innovation that we can now leverage within federal so really what i wanted to talk today about is is how do we harness the power of workflow we are the workflow platform that's kind of our our sweet spot and in looking at the healthcare experience or delivery of care um so i think the first thing i just want to get through real quick safe harbor we will talk about some forward-looking statements just to suggest in case there's anything here that we will talk about some futures and things that we are investing in within the servicenow ecosystem on our platform and so i just wanted to share that out before before i kick off so i'll start with a quote or a couple quotes and because it's relevant to healthcare and especially healthcare i.t right and this is a classic darwin quote where it talks about the survival of the species is not the most intelligent but is the most responsive to change and i think that we've seen the last two years healthcare has been impacted by a global crisis that has forced healthcare to change in many ways that we didn't expect to happen before and and and having that said the pace of change is fastest that it has ever been and it's never going to be slower than it is today right so so adaptability is crucial to to the success of delivery of healthcare um and and also to government right and i think something that rom had talked about is interoperability a data management and making sure that we can adapt to this this this quick moving um environment and so having that said um we're starting to see just an industry in general a huge acceleration in investment in healthcare technology and this will give you just kind of a landscape of last year these are all the point solutions that are being built to support healthcare the healthcare and they're all i.t systems they're all technology um that is being deployed today um to to the healthcare environment and these things are starting to trickle into our organizations and now the next question is how do we manage this onslaught of innovation that's coming into healthcare and you know just a statistic from last year over 30 billion dollars of seed funding has gone to healthcare i.t startup companies so that's a lot of investment that is coming into this and i think the pandemic has a lot to do with that right as as hospitals and healthcare providers and researchers are trying to say how do we adapt to change but how do we drive digital transformation right i really enjoyed michelle's presentation on google and how they're adapting to the changes in healthcare using ai and machine learning and data to drive decision making and where to um you know do covet vaccination right i think that's fascinating that's amazing that we're seeing that in our lifetime but it's also a challenge right is this innovation going to overwhelm our organizations and how are we going to be able to respond to this onslaught of innovation and make sure that we harness that power for our stakeholders and i think this is very graphical representation of that but it's coming right it's on the verge of impacting government cms has to do regulations um uh you know for pre-authorization there are more medical devices out there right google talks about partnering with fitbit right now how is fda going to regulate that device right so i think a lot of these things are pertinent as we're seeing this wave come to healthcare and and we've seen this before in our industry we've seen that the need for digitizing healthcare records right and standardizing ehmrs we've seen a huge move towards that in my lifetime i've seen that where i would go to the doctor and get paper prescriptions and now i'm seeing all digital right and so i've seen that transformation and then we've also seen the need to digitize the front end where nurses and doctors now can access healthcare records in a digital format right remember those libraries where you would have all the folders of records and before you go to the doctor you have to say when you're showing up so they could go pull that record out of that library and now it's all digital right and so i've seen that happen and also starting to invest in relationship management right considering patients um as as customers right and in the life cycle of that patient and what that looks like but it has some intentional consequences as well right we've seen a lot more silos across healthcare right where interoperability of data between these digital systems is not there yet in some cases right and we're seeing data both in a digital and analog format where there's a mix right now where we need some ocr and scanning of documents as well as now digital format and securing both of those and creating multiple work streams right around that and the experience for the patient the clinician is still front with challenges right it's still not perfect i think that we've seen evolution but it's not there yet and so you know what this is driving and i'm seeing now in industry and i think a lot of the conversations we have today talk about this is number one the baby boomers are aging and we're going there are more people that are going to need care in the near future right so the population of folks that are going to need care is is emerging and we've seen this with the global pandemic that burst the seams of our healthcare organizations to to deliver care right where we've had overworked nurses and and a lot of horror stories and be able to adapt to that and so more people will be needing care in the future more devices are entering healthcare right we talked about fitbit and wearables um digital components and all of these things are online and they're on the network and securing these devices um is now paramount right um where the health and safety of our patients is also dependent on vulnerabilities that the devices have on them and so it's becoming even more and more complex to manage as as we increase these devices um we've also started seeing more people delivering care and new roles in the ecosystem right think about virtual resources right and how we can now do telemedicine um in some cases also traveling nurses i've seen a trend where nurses are no longer stationary in one hospital they move within a region um or emts right delivering certain levels of care and then more locations right healthcare without walls is kind of what we call it where we're starting to see keller deliver not just at the traditional setting but in homes at work at schools in different settings um and an increase of places where you can access care i just remembered i was remembering covet testing right in the beginning you could only do it at the hospital then you could do it at your local pharmacy now i get an envelope in the mail and i can do it at home right and just just in a short period of time that delivery of diagnostics has evolved to all the way to my home right in the comfort of of of doing that and so i think that workflow is going to be a critical part of stitching together all of these challenges that we're seeing in in our industry and so let's reimagine our experience through workflow automation right i think that's the servicenow proposition is that we've been great at the complexities of it workflow we've had a lot of success in the customer service management workflows um we've had a lot of success in the hr employee kind of type workflows and so now we're seeing we have a lot of these building blocks to start looking into the healthcare workflows and the pair provider workflows and in the life sciences uh workflows and so to that um how do we define workflow in servicenow right somebody initiates a request or a process maybe a patient needs to schedule an appointment or i need to sign up for a clinical trial right that's a request or initiation of a process and then at the end is a delivery obviously the whole process delivery of that service until it's complete right and and traditionally what we've seen is a lot of email different siloed systems in the delivery of that process and what servicenow does is say hey let's start bucketing these in standard building blocks right determine what it is assign it collect input um you know assign it to somebody approve certain things and then track and report on that and underlining delivering technology to enhance this workflow so virtual agent or chat bots machine learning orchestration to other systems outside of of the servicenow platform or integrations to those in apis and then on top of that how do we do process mining once you have your workflows on a platform um how can we now start saying where we have inefficiencies or broken processes or repeat activity and things to continue to drive those those efficiencies and drive towards how can we give time back to our clinicians or our researchers and get rid of a lot of that remedial manual tasks right i see today in industry and in government where the the person the human is the connective tissue between all of these systems and instead of focusing really on what is is at hand right it's like doing the research delivering the care not typing a record into five different siloed systems right so how can we build that interoperability across the enterprise it's kind of the the servicenow proposition but what is interesting is that as we're reimagining workflow for for the enterprise we've reimagined workflow in our own lives and and some questions that i'd like to ask is how many in your life have used paper as your main source of information right it might date myself but i remember having a subscription to you know the new york times in the washington post come to my house and we no longer get news that way right um or a foldable map right um i have a funny story where my son we went we did a road trip and we stopped at a gas station and he saw you know a stack of foldable maps and he opened it up and thought it was fascinating and i had to explain that this is how we would travel before um from location to location so we've reimagined our own lives enhancing automated workflow for example you know in the last year um have any of you order from amazon something that you could get from the corner store right um and for me the answer is yes the convenience of that automation workflow that that delivers to me um would outweigh the risk of me going in person to physical location during last year right and so so we are reimagining our own lives um using digital workflow and digital transformation right and in the last year right how many have experienced health care in a non-traditional way right me personally i'm a cancer survivor and i have two two annual checkups i have to do and before it was a house so i would go find the doctor find an appointment and then there get my prescription go to get my my blood work done now it's all digital telehealth and i could see my doctor um online all my information was sent to to the testing center i would just show up it was pre-scheduled for me all of that automation really enhanced my experience um and my willingness to receive care as well and so so we're seeing that workflow transformation already happening but but what i like to challenge is you know adaptability right what was winning in the past is not winning in the future and and a lot of our you know enterprise commercial customers in the private sector are rethinking how they're doing delivery of care and and what are those business models to drive efficiency and improve the quality of care and we're realizing that there is a shift going on right now there's a huge investment in i.t a huge investment in healthcare technology because digital transformation is not going away it's really now how do you accelerate digital transformation um in the delivery of care and and and you know i i obviously this is a lego castle but it's those building blocks right and so we kind of use this this this approach in how we're investing ad service now in in transforming um how we support healthcare and really support our customer needs so number one adaptability how do you build reusable components that you can cobble together in different ways to deliver new things as change happens right um and not having to build from scratch every time that really drives to speed to value as i said in the beginning change is happening faster and faster how can we deliver faster speed to value i think cloud is here to stay um i think that with with like what google was talking about using their cloud for data and analytics and research you know servicenow being delivered in a fedramp high environment for government a lot more adoption of cloud is happening across government that's speed to value right and then simplicity of data fluidity right and i think that um that was talked about earlier about interoperability how do we create data models and apis to all these other health care systems really to drive efficiencies versus more challenges um as we modernize healthcare so what we did at servicenow the first step is let's align to a common data model so we use a fire hl7 as a common standard and built it directly into the platform so now there is a matching data model for fire and hl7 integration so i can bring data in from different systems and push it out to other systems and really become that workflow in between we will never become the ehmr i think they're systems that do that very well we're becoming more of that engagement layer to the patient or to the payer to the provider where you need to connect certain processes and workflow and some of these data elements are important for the continuity of that process and so that's the first step that that we did and that's already available on service now and on top of that i know this is this is like the periodic table very you know it's a it's an eyesore right but we started breaking down what are all the different types of services across healthcare and what are workflows that servicenow can do um across that workflow so i think we started kind of breaking that up um you'll have these slides at the end that you can really look at but we're starting to see a lot of um you know use cases around the patient experience and how servicenow can be the front end of the patient experience something exciting is bedside assist how do we leverage um those device i can talk to to get help right so think about the red button at a hospital bed that is just binary it's on or off and now like i said hey i need a blanket or i'm falling off my bed nurses now can prioritize what type of service they're delivering with what urgency do they have to deliver that service so we're already seeing that in action and back to the fda's comment on this is now a device that's in the hospital that's online and it's connected as a network now that's going to bring some security vulnerabilities right the other part that we're really seeing a lot of uh customers leverage is for the nurse onboarding and clinician onboarding and off-boarding and making that process more agile i know government is fraught with security clearances and data hire to a day they can be in front of a patient is extended how can we use workflow automation to really shorten that life cycle we've seen it very effective in the commercial side and and the private sector and now we're starting to see a lot of interest in the in the in the in the public sector as well and and then finally um integrating to the ehmr for it help servicenow is still the i.t backbone how do we help manage all these it systems um that are part of the ecosystem and really provide more efficiencies to to our clinicians so if they're in their ehmr they request a service they can do it right there they don't have to leave that system they can create an i.t ticket and then go back to doing their jobs and in enhancing that experience and finally security right is compliance and security and what we're really investing in talk about futures is asset clinical asset management is kind of the future of servicenow right we are definitely very successful in it asset management hardware asset management software asset management compliance libraries now how do we start managing the full life cycle of clinical assets all of these devices that are entering the system have a strong i.t security component um so inventory deployment services and decommissioning those assets so i will end with that for any questions obviously i appreciate this time i there's a ton of content here that i just shared but but it's very exciting for us to start bringing workflow into healthcare thank you for that and the the the slide you were on before your final one sort of goes to the the main question that i had which is um you know servicenow has been doing this sort of work for customers public sector and otherwise uh um for a long time outside the healthcare space and i'm wondering if for your your government customers that um for whom the the health focused uh services makes sense you know whether it's uh va or hhs or indian health service um uh i don't know whether any of those your customers are not but yeah um is is the goal to sort of extend existing enterprise service now solutions to include uh the the health systems and the health needs or does it generally does the um uh would servicenow generally spin up a a separate instance um to focus solely on the on the health needs that's a wonderful question i think that we've seen agencies look at different options right one of them is source is right there with coai core i t um there's a lot of hr you know pii data on service now today you know in our fedramp pi and it's it's locked down right and so once you have to open that to let's say we're doing clinical trials or grants management which some customers are doing today on service now now this goes out to your citizens you may not want it on that same environment the beauty of service now is because it's all delivered on our our cloud we can connect environments together as well so we have instance data replication where i have all my users on one environment i can add them to another environment and not have you know communally updated of other components right so really do different types of atos and hardening based on that environment but it's all within the same kind of ecosystem or umbrella and that inner connectivity is also important so i think i think we've seen different strategies we send some that let's just put everything in one environment and have the right governance and guard rails and the other one is no let's have one for external facing users another for an internal organization for us what's important is our customers can get value from our platform and our capabilities right so i think with healthcare because of you know the the the the healthcare data the the phi they could live on there i would recommend probably having a separate environment dedicated to this with some connections to your existing it environment for these like ehmr help and some of these others where i might need to pull in i.t let's say clinician onboarding there's an i.t component to this right where they need access to systems and things like that great well we are going to have to leave it there but thank you for a very important presentation appreciate you being part of today's workshop thank you very much