good morning my name is justin brooks i am a director at servicenow responsible for customer experience and industry workflows for servicenow federal today we're going to be talking about customer experience in the federal government specifically how services are delivered to citizens in any constituent of the federal government on the agenda today we'll be talking about the overview of the president's executive order and the president's management agenda on a the executive or on customer experience we're talking about the high impact service centers uh citizen and experienced satisfaction reports customer experience use cases and what's next so before we begin um we our agenda this afternoon sales accelerator includes the white house executive order published in december focusing on government service delivery across the federal government um but before we get there i'd like to ask a rhetorical question to get you guys mine kind of thinking and juices flowing think about you know some of the world-class customer experience that you guys are experiencing in your everyday life right things like amazon or uber or grub hub maybe it's something like disney plus what if the government could run like disney plus one of our most popular examples that launched in the lockdown was disney streaming services with the launch of their new service offering disney plus what you see here is the disney plus customer portal a snippet of what we call the customer engagement layer that basically enables self-service deflecting calls for any support related issue so that's really step one a pivotal component of the customer experience a customer engagement layer um that's what that is on the first week of launch they had more than seven million searches for knowledge articles delivered through natural language query box at the center here of the top of the screen um so you know looking at at those experiences that folks are used to in their their daily lives um citizens also have that experience or that expectation of federal government our technology partner karasoff recently performed a survey taken in 2021 which captured opinions from over 2 000 americans to assess their opinions of the federal government engagement experiences um what they found is that citizens want cell service 73 of folks prefer self-service interactions with only 20 of those folks wanting to speak with someone by telephone expect more improvements 39 of his response indicated that they have not seen an improvement in their experience within uh with engaging with the federal government and 53 reported that their experience has been about the same feedback is expected i mean listen there's entire businesses that are set up around uh feedback and and a continuous process improvement loop think about yelp right so feedback is expected and 80 of the folks that were surveyed said that they would provide feedback on the services that they were being delivered and digital was the future forty percent of folks reported wait times over five minutes when on the phone 39 of those have experienced lower than normal mail delivery and 33 reported that information was hard to find on federal websites so in response to providing better customer service the president released his management agenda back in october of last year as a roadmap for ensuring an equitable effective and accountable federal government delivers results for all people the pma focused on strategies to advance three core priorities strengthening and empowering the federal workforce delivering excellent equitable and secure federal services and customer experience managing the business of government to build that better and today we'll be talking about how servicenow and you can deliver on all three through customer and work error experience and modern technology so the government can be better at executing on doing the business of government and delivering services the president promptly followed up on the pma with an executive order in december and in that he called on federal agencies to put the american people at the focus of everything that we deal collectively do he cited recovery from a global pandemic promoting growth advancing equity and other needs of the american people and there is a requirement for improved service delivery and provisions to make good on the experiences that people have when dealing with the government to address these needs as part of the executive order the president called on and identified 36 specific improvement areas across 17 federal agencies identified as high impact service centers or hisps these hisps provide services for everything from providing farmer loans to delivering nutrition programs to women and children to improving uh digital services for veterans these are all incredible incredibly important uh services but there are additional services that were not specifically called out like services for our military and their families an agency to agency collaboration and communications is going to need to secure our country or provide more streamline cross-agency functions superlative customer experiences are not limited to 17 agencies or 36 improvement areas but every agency in fact every agency or program exists to deliver something or some service so the question is what is that thing of that service who requests it how is it requested and how is it fulfilled what is the reporting like and how are the processes improved on so there's a lot of resources that are publicly available uh we encourage you to check out the the pma vision which you can find online there's the executive order on customer experience as well as the hisps and also omb put out action plans for each of the 36 improvement areas what we'd like to do now is play a brief video for you on uh on servicenow and how we're approaching uh addressing the customer experience initiative the president's management agenda recognizes that americans expect consumer-like experiences from government simple intuitive and on-demand agencies are making progress but there's more work to do the customer experience transcends single interactions positive experiences that build trust really matter when navigating certain life events often across multiple agencies a presidential executive order advocates harnessing technology to improve service delivery what holds back progress legacy systems manual processes and siloed information customer service management from servicenow integrates front middle and back-end operations in a cloud-based platform self-service offerings and omni-channel communications for government contact centers enable exceptional customer service experiences for those that the agency supports and servicenow's automation machine learning and predictive analytics help leaders prioritize scale responses and enhance efficiency get in touch for a test drive and examples of customer service success [Music] okay so what you just saw was you know how servicenow can address these um issues but let's talk about you know what are some of the examples out there today um folks that are currently delivering exceptional experiences for the customer base so the first one we wanted to talk about was um the recreation so otherwise known as recreation one stop and it's an interagency partnership that's among several federal agencies that provide reservation services shareable data and trip cleaning tools for federal lands and waters across the united states rs1 was a new initiative created with the primary goal of reducing redundancy by combining the online reservation services of multiple agencies the solution in fact was implemented by booz allen hamilton uh using servicenow and now recreation.gov is a single public-facing website for customer engagement servicenow also provides an omni-channel interface with chat email and telephony and the customer service portal is integrated to the main recreation.gov website and provides access to knowledge articles across the wide range customer topics for self-service information um on the new system fish and wildlife has fielded over 101 million transactions and uh overall um customer satisfaction scores have improved dramatically and there's a significant reduction in the uh the average time um for resolution uh the next one we want to talk about was uh is the um ep permit system that the department of interior is doing as well and um this is a an agency that's dedicated to conservation and protection and enhancement of fish wildlife and plants and their habitats fish and wildlife had an antiquated homegrown permit management application system there was a lot of paper manual processes to manage animal licenses there was no visibility to permit status and no digital channels available for citizens and stakeholders accenture came in and a new service now to do a an implementation of a brand new system and they now have an omni channel solution with self-service web portal digitization they've created a new system of engagement and action featuring knowledge management self-service and the ability to apply and track permits online in addition to uh mail as well as email new system fish and wildlife now complies with the idea act mandate through digitalization created efficiencies and eliminated manual processes another use case that we're very proud of is the hhs office of child care it's a great example of rapid digital transformation the office of child care occ supports low-income working families and promotes children's learning by improving the quality of early care and education and after school programs the occ collaborates with the states to receive critical resources and consultation in what they call technical assistance in order to support these improvements this was formerly being tracked and delivered on a 15 year old legacy system that was um a little slow and data was inconsistent because of the manual interventions but with a migration to uh to the new system um which is on servicenow their technical assistance solution is now modeled with user-centric design principles thanks to help of the partners that we teamed up with at icf they were able to achieve a modern technical assistance tracker you know all this was compiled in a nine-month period and this is a now a consistent quality system that provides these program leaders and teaching staff with the the best resources that are available and the last uh use case we wanted to talk about is one of my favorites uh being a military veteran and uh and that's arma right so this is a great example of federal transformation one where supporting and improved customer experience will positively impact the lives of the us army soldiers and their families worldwide soldiers and families living around the world in different army provided housing and barracks were experienced seriously delays in addressing housing maintenance for issues things like black mold leaky roofs electrical issues and all sorts of other um challenges with their home or their housing so all this was negatively impacting the lives of the soldiers the families had low morale and uh there was pretty bad living conditions that existed on many uh posts so with the partners of soft tech and reptek the army solution was created as a digital solution for the army installation management command it can be easily accessed by soldiers and families and they can request support include pictures of the issues that they were having check the status of their issues 24 7 and also do surveys afterwards so there could be improvement for even faster resolutions to the issues they were experiencing as an outcome arma has progressed to more than uh housing and they'll now encompass all facilities and in ground areas and other places where maintenance issues uh commonly arise so when you think about you know servicenow you know we ask you to think about you know three three doors of value right there's there's a customer engagement and experience player this is the the front line of an organization that is having some sort of direct contact with customers whether through self-service offerings or omni-channel communications this is a mechanism for initiating requests or support the second one is case and service management um so you know how we take the issues raised in the engagement player and bring them to resolution this is where service operations comes in or referred to as as cross-team assistance so taking cases and integrating the tasks the teams in the front middle and back eye into operations to collaborate and um and deliver on on the the cases that are intake and then the last one is field service right so fuel service is where you extend the tasks out to another team within an agency um pertaining to resources that are working those tasks outside of an office setting you know think about in the field or on the base or different buildings perhaps in a remote location this all rounds out the the end to the um service delivery loop um before we wrap up today um i wanted to to share um one more thing all right one more thing and you know one more thing we like to we get to channel another great company that delivers exceptional experiences right that's that's apple um you know the late great steve jobs when he concluded any kind of uh you know his presentation the the annual apple conferences he would say but wait there's one more thing you knew after that there was going to be some revolutionary announcement some great new um change so our one new thing is going to be uh public sector digital services so with uh public sector digital services uh we'll be releasing in may and will be on the san diego release which is the most current of service now uh to feature new capabilities for government experiences along with uh csm and itsm entitlements included and it will help agencies fuel mission oriented innovation deliver great customer experiences and resolve customer cases faster we look forward to sharing more you'll be seeing a lot more in press releases and like in may so stay tuned and there is uh much more to come so uh yeah we thank you all for your time today uh if there's any questions i put my contact information on the uh the last slide my name is justin brooks again and director for customer experience at servicenow and we look forward to hearing from you thanks again