good morning everyone carouself technology would like to welcome you to our servicenow webinar modernizing customer experience in the federal government at this time i'd like to hand the floor over to our speakers kevin and eduardo the floor is all yours hello thanks so much uh let me know if you cannot hear me and um appreciate the introduction my name is uh kevin adler and i'm part of the servicenow public sector team based out of the um our vienna virginia office of servicenow and um eduardo and i support uh the federal sector uh specifically the army uh u.s army and we're pleased to have the opportunity to walk through uh this conversation today around the evolution of customer federal customer experience um in the federal government so with that uh the agenda that we'll cover today we'll walk through uh what we see in the news today and what we hear from customers and partners and and the government will talk about the white house executive order uh to elevate the experience for customer service in the federal sector we'll go over heather and her team did a great job with a citizen satisfaction report from carosoft we'll go over the highlights from that as well and make that available for further discussions we'll talk about specifically servicenow's interest in making it simpler for agencies of all sizes from state and local to federal civilian to federal dod for agencies of all sizes to deliver an increase or quicker value to market for their experiences with their citizens mission partners stakeholders consumers whoever they're serving through a new offering called public sector digital services it's got a lot of attention out there we'll spend some more time dissecting that and explaining the value proposition behind public sector digital services from servicenow and then finally eduardo will walk through a magnificent demo showing the value of public sector digital services within this webinar today our goal is to inspire and ignite conversations so throughout the presentation i think heather's going to be managing the chat which all of you have access to or the q a panel you're welcome to toss in your questions there um we will probably collect them at the end of the presentation and go through them together as it makes sense to um to not interrupt the show flow after this though eduardo and i are available with the rest of the folks from carosoft and servicenow to answer additional questions that you have or to explore the use cases in your own environment that we might be able to to solve together um together so with that obviously this is a public-facing webinar i want to walk through the safe harbor notice for forward-looking statements and then we'll start the conversation really around what we're seeing in the news today we uh you can just flip on the tv you can open up the newspaper or digital news and you see stories that around the government making inroads into providing a better experience for citizens and customers this is equivalent to what we all see in our private lives when we're you know firing up our our browser on our laptop or on your handheld device mostly and ordering a pizza from domino's how easy is that or how easy it is to order something off of from uber or from amazon so giving that frictionless experience is the goal and we see a lot of agencies having success or lack of success in this scenario with dropping the ball and that's really the emphasis for today's webinar is to empower uh agencies to do a really good job and to focus on achieving the goal of improving the experience that they deliver to their customers regardless if their citizens taxpayers mission partners etc or even other agencies and that's really the goal so when we when eduardo and i speak to different customers in the federal sector we always we always like to start off with a broad scale you know conversation what if the federal government were more like american express we all had many of us have experience with american express being that white glove service delivery experience with whatever your challenge is not only integrating and using american express but looking at their web portal for getting answers to questions or problems is crazy simple and i can search a keyword or topic right in that search gazetteer i can look at their digital service catalog i can actually do a live chat with them when it's available or i can contact them through a telephone number if i should choose and that's a really good a north star goal or experience for a lot of our customers who are trying to modernize the experience they're delivering to their users out there in the world and also capturing internally amongst their employees we do know of the silver tsunami which is folks in the federal government who are getting up there and nearing the retirement age and the ability for them to pass on all that knowledge to the new workers that are coming in and those new uh new set of workers that are becoming public sector servants are so accustomed to using tools on their phones on their tablets making it simple having an uh or having an approach of you know customer service first approach delivers a really good experience not only to your customers but to your employees your staff your your community of users who are supporting those customers and another example that we always like to have it's a new north star which i'm sure many of us on the phone can relate to is what if the federal government were more like amazon what if you had one portal and look you can log in and it's personalized it says in the top right corner hello scott and my experience with amazon is very different from heather's experience with amazon because her orders are her orders and my orders are mine so i can look at my payment history i can look at my recent orders my lists my favorites etc and it's a it's a cultivated experience around me or in this scenario around scott and that's where servicenow is able to elevate that experience delivered to each citizen to each customer that that agency engages with through our tool set and that's really the ability to define the vision for for federal agencies in in the in the federal government space at this point i'm gonna open up with a quick video to articulate the value proposition and the goal for many different customers so heather as i move forward to the video if you can't hear it give me a give me a shout i can't i'm not sharing the sound but i should i should be let's take a look the president's management agenda recognizes that america 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 so that video was a video was a quick vignette of the value proposition that servicenow can offer to agencies and i see in the chat that some folks aren't able to see the video and we will absolutely share this with the follow-up resources so you can watch this on your own device at your own leisure so as we move forward with the presentation we take a look at that directives in uh in government cx and we look at the the ability to support that mission from the white house all the way down to your central cio office and really the um the government has really given that executive order for transforming that experience delivered to rebuild trust in government there's presidential actions from last fall that the white house launched they not only focused on all of these high-impact service providers many of them you'll see on the screen here are civilian accounts but really in enabling or encouraging all agencies regardless of size scale or focus to improve the delivery it serves to its constituencies and that's really the president's management objective agenda and there's really three core priorities with that agenda um the ability then for the federal workforce uh the commitment to ensure that the workforce is strong empowered and well equipped i mentioned earlier those coming into the workforce having good tools to do their job the ability for that experience for the customers to be improved much like we see when private citizens at night are engaging with amazon or american express or uber and having that information be seamlessly available to all americans uh regardless of where they're logging in from or what device they're they're seeing and then finally improving the speed of government business how the government itself manages business to systematically improve that availability to track and manage engagements and resolve issues faster to achieve the missions quicker so with that let's take a moment and look at that citizen experience and satisfaction report that i mentioned earlier this is available from the carousel website i'm going to highlight it for everyone here and then of course at the end we'll have a pointer to it so you can dissect more information um they performed this carousel performed this survey from with more than 2 000 americans to assess opinions of their federal government engagement experiences and i've got such the highlights here that uh really the ability for the agencies to deliver um uh what the citizens want so 73 of users out there prefer self-service um conversely 27 prefer to speak with an agent or someone by telephone and i look at that and i i think of how i prefer to engage it really depends on the issue i'm trying to resolve if i want to pick up the phone and dial an agency to get information on a licensing permit or something with uh that has to do with benefits that might be more relevant for a phone conversation versus self-service the ability for that agency to support an omni channel however i wish to engage increases the speed at which my phone call gets answered because there's fewer people in front of me on the queue to get their telephone calls answered because that agency offers omnichannel multi-channel engagement so all of those customers in front of me or alongside of me that wish to do self-service have that option to execute with self-service so that's a that's a good goal a good north star and we see that in the marketplace today but you know customers are expecting more improvements of those 2 000 interviewed 39 respon percent said that they have not seen an improvement in their experience when engaging with the federal government since the onset of the pandemic and 53 percent of those interviewed reported that their experience has been about the same so i think what we're what we're gathering here is there is a great an area for improvement for for these agencies to improve their delivery of service uh feedback is part of what is expected almost 80 percent said that they were somewhat or very likely to provide feedback to that agency that they had a poor experience and then 76 percent said that they were likely to tell or share their feedback socially or tell their friends and family about that poor experience so the goal is that if you give a good good good feedback or good opportunity for delivery of service to it to citizens you're going to be um elevated in your social engagement channel and you'll stay out of the negative viewpoint or negative sediment from that customer that that received a lack luster experience and then finally digital is the future as we know all of us are trying to to deal with either working from home or using more screen time or even attending this zoom call um 40 of those interviewed responding that their their wait times um reported that wait times over five minutes put on the phone 39 have experienced slower than normal mail delivery uh and we know that 33 reported that information was difficult to find on federal websites i go back to those experiences that i showed you earlier where you have the ability to use natural language and search for answers from that agency's website obviously they're the source of information but much like we do in our private lives using google or bing or yahoo search what if it was that easy to engage with the irs or to engage with the us army or engage with any agency of any size through a search gazetteer that popped up the answers to your questions that would be a really good ability for these these agencies to deliver and when we pulled out a few of the quotes you know larry from st louis said if he can do 99 of his banking on a mobile app he should be able to view his taxes file them and apply to usa jobs or any other government need with that same ease of use so again these are some expectations that citizens have of the increased opportunities for the agencies to deliver better service from larry in san antonio the last one i'll share with rebecca out of san antonio she talks about the websites that i've interacted with seem to be running on old software and they're not user friendly i think this paints a picture of the opportunity for all of the agencies that we either go to as citizens or work with in our industries or support to improve the speed of responsiveness for that website and that experience so with that one of the goals that servicenow can deliver for increasing the simplicity of those websites and the usability is what we call public sector digital services these are a collection of industry product capabilities that enable us governments of all sizes to resolve constituent issues quicker and we know that time is of the essence so with that we'll talk basically about the ability for the platform to modernize the delivery of these services to the users psds or public sector digital services are packaged data models to deliver a constituent services to the variety of users out there that means you can segregate the users and restrict information or enable information based upon who that user is the constituent experience is tailored to that government product or service being requested the ability not only for the con the constituent to request service information but for the worker to deliver information so we have a configurable workspace tailored to these agents or analysts that are serving the constituents and that's going to provide much more success for those new agents when they come on board and they learn the new tools with their job of delivering service to the to the requesters and finally every keystroke every click every um piece of data that's put into public sector digital services you can report on so you can find out through our data analytics you can find out all things of how many users are asking for information how many of those users ask information or finding it or my favorite is how many users are asking for things that we don't even have answers for the exceptions report i think is such an interesting conversation to look at the keystrokes and the search criteria that aren't being addressed so that the agency knows exactly where their users are driving or seeking information and the agency can then be creative in responding to those through a self-service search gazetteer and again eduardo is going to show this to you in a few minutes and then finally this is all really packaging up these workflows for government services delivering them in either impact level 4 cloud impact level 5 cloud delivering them some agencies need to run this on premises that's supported from servicenow but delivering these to the agency so that from an it and a security boundary perspective it's in there and you get that check mark and you can move forward and improve the service delivered to your users through public sector digital services from servicenow let's take a quick look at some of these innovative services that we're talking about here i mentioned the government data model this is essentially an out of the box data model for how agencies will handle their constituents their members of households the relationships of those members of households that will speed up the service delivery and require less tailored approach as as from the implementation perspective this will help to define and structure services offered to certain members of those households or however you utilize the data models but that will help you to deliver uh best-in-class service to those users and that is all defined by your business requirements so that you'll be able to serve um tall people short people red haired customers bald customers blonde customers brunette customers however you define your audience of users those data models will adhere to those structured models and ensuring that the information is available to those that you want it to be available to next we make it easy for constituents to request service this is an a demonstration much like you'll see with eduardo in a few minutes but this portal is responsive so it will actually look and feel however the business requirements demand it look and feel this is an example of a of an out of the box demo that it's pre-wired to recognize that government foundation and you'll be able to allow constituents to use the portal to access a variety of catalog digital catalog products and services however you define them that can be tailored to that user through the data model and that speeds the way the deployment of this entire solution through to rent to um because you're you're building less and just deploying more you're configuring what's already out of the box and that's a huge value proposition for many of our agencies at the end of the day your your users can use the virtual chatbot that you see the icon for in the bottom right of the screen that that could be a variety of ways for users even on their mobile device to fire up an in a question or a live chat or as we see in this example diane smith from the top right of the screen she can fire up on her handheld device a live chat and update the status or check the status of her case that she opened with the state of new palisades so that's a really good example of what the value of a portal from public sector digital services next let's look at what the worker bees are going to look like so the agents for the analysts who are going to deliver service to the constituents they've got a clean user interface this can be tailored to support engagements with systems of record but the ability for that agent to view and manage constituent profile household services received and entitled to offer one easy to use interface is brilliant the ability for that analyst to create cases to create cases on behalf of others via the telephone uh live chat or other even social a lot of agencies use facebook even social is supported and that's going to allow these analysts or these agents to serve the constituents through a consistent look and feel and deliver speed uh with with less time because remember time is of the essence and then finally i talked about performance analytics everything there is tracked everything is measured so that senior leadership can report out obviously service now wants to demonstrate value but service senior leadership wants to also demonstrate value received from the software and the tool and how many users are being supported and how many need support and what's my average time to answer or my resolution time or where do i need to focus on what are the roadblocks for preventing my team from delivering better service these um analytics reports out of the box deliver managers the insight into the delivery of those goals and this is part of that public sector digital services tool set that allows managers to access dashboards that are native uh and to the system and then finally as needs evolve um so does so does the platform the platform is a load code no code platform the ability to uh create new uh workflows to support that obviously your business needs grow and so does servicenow the ability to take advantage of the flexible report writers or the ability to add new workflows i tell you we solve one problem for one customer and that customer more times than not comes forward with other problems to throw at the system that's already in place and so that's the value of the ability to deploy new service workflows with public sector digital services so with that i've got one customer success story that i'm going to share with you folks today and then we're going to hop over and watch eduardo's demonstration so with that we've got a civilian account that i'll highlight and this is a live example you can actually go to fish and wildlife service today as an end user you probably don't know it's service now on the back end and that really is irrelevant what's relevant is that fish and wildlife is able to deploy this quickly and rapidly to their different segments of customers using a very easy to use familiar interface again it's not rocket science how to explore and find that permit you need you just start clicking and searching it's not rocket science to open up a case to get help or even to utilize self-service and reply for that apply for that permit yourself and that's the value that fish and wildlife is seeing is that they can deflect more calls obviously lower costs and speed delivery of service and elevate the experience they give to the users while lowering costs of the staff who need to focus on higher level activities than that zero level or that tier one help desk for where do i find a phishing license or a hunting license so this is a really good experience and i always love to invite customers obviously when i'm done the presentation to go on to fish and wildlife's website and just experience it yourself because they are a great example of a customer that's deployed in in an environment that's in production uh a federal government that's in production with uh with customer service uh success from from servicenow so with that i'm going to swing over the microphone eduardo you are welcome to take the microphone and walk us through an eloquent demonstration yeah good afternoon everyone uh yeah thank you for joining us uh today uh and uh before i jump into into the demo here i just wanted to cover just at a high level a few uh key uh items about this new um solution that that service now um is has delivered for for the public sector so as kevin uh was mentioning i mean the goal is to make the the the user the the constituent experience uh make it more modern make it easy and also make it very uh simple for for all all agencies and organizations to deploy this this experience so what uh our product team has done is uh leverage uh all of some of the existing uh data models that we already have with or or platform and extend that uh with the data with key functionality that's uh that's needed within the government so government agencies the dod uh agencies they have specific needs to support their their citizens their constituents and all their mission partners uh so we've leveraged our platform and extended it to make it very simple for users to start uh providing services while they're their users and to make it uh easy for them to to get service from from your organization so uh from that data model uh foundation you can build uh all sorts of services and request types that that you can provide to specific uh user groups or specific uh customers that you have that you need to support and each one of those request types i mean you can leverage our local no co tools to to build uh to create a custom uh request types and uh and still using while you're using that that shared uh foundation make it simple make it do it very quickly and and reduce your development time to weeks instead of months or even years so all of that uh both for both the operations layer so all your your back-end operations um your your middle office uh workers and and also from the from the front end from the engagement layer so all that that data those data models are available and uh and can support uh all those those different use cases where uh users need to support uh like need to interact with partners and and the government and also uh sometimes uh need to support of each other and uh and so as part of the solution we're building this foundation we're supporting uh as we did with like fish and fish and wildlife initially some common use cases for like licensing and permits for you and others but uh this uh allows you to create your own so the idea is that you can build your own uh service types uh expand uh from this foundation and still get get in new services get uh new sites um running running quickly so here uh to one of the or simple portals today so for this sample demo today uh what we're gonna use is just a foia request so foia can be one of the service types that you can deliver to all your your customers and uh and as part of this uh this portal here so based on the the users who are going to be submitting for your request and who are going to be fulfilling responding to the support requests that that shared data model allows you to control like who can see what information if it's sensitive information if you have sensitive data as part of those requests you can easily restrict access to the data so only certain sets of users can see it uh only a person requesting can see what they're requesting and only uh people who need to see the data are able to see the data so all of that makes it uh easier for you to to control uh all the your data security data visibility uh and and you don't have to spend a lot of time writing custom um calls or controls to to define who can access and view uh the data on your bolt on your uh engagement layer on the portal and also from a back-end perspective for from all your your service case workers who are responding to all of those requests and uh and so here uh i'm just gonna submit a quick uh request so here within a price for this portal uh i can have a knowledge base so i can have uh help uh to help users understand how to submit new requests how to uh complete what type of information is needed and what type of requests they they can submit they can also see uh things like their notifications so if they're already provided uh submitted some requests or requested a service they can see what's the status of that service and what uh if any any additional information is needed and uh and here uh you can enable any number of requests within this portal so we have what we call here a service catalog where you can define all the different request types and services that your organization wants to provide and a user can depending on their their access level or their code they'll have uh the ability to submit those those requests via the portal uh in in a very quick uh way so here i'm just going to show you a simple foia request so all of those uh different request types can be completely configurable so you can capture any data that that's needed uh as part of those requests and and have uh it completely customize based on your use case and and the type of uh data that they're trying to try to capture so here as i walk through this this foia request i can define who is uh who's requesting this information it can be an individual business or another agency and also uh i can request it on behalf of myself i'm logged in as samantha or i could request it on behalf of someone else within my my organization or or within my my household and then as i walk through this request here i can capture uh you know any type of data that you need in order to fulfill that request so it can be some of the the purpose with the requests i can add a description of the types of documents the types of information i need for the foia requests uh if there is a fee associated with it i can capture that information and provide information to the user as well and then uh any other details on how quickly i need this request and and even if i need to submit attachments i can do that as well from from this form and once i submit this request this is going to create a new request id that can be routed to the specific group based on the type of information that's requested who's requesting it and the priority so it's going to look for the best available agent who's who can answer this request quickly and send that directly to him so that you're not going to spend time trying to route that request trying to define who needs to answer uh this request and and so on so uh samantha can be notified via email so anytime there's an update to her her request you'll get a notification and she can always go back here to this portal and see where where her request is with status and what's what's been done to it message here to the this is actually the the back end view for the for the the agent who's going to be fulfilling those requests so as part of this uh this work we call it or the agent workspace i can see a list of all the different request types that i can reply to so not only i could have foia requests i could have uh unlimited number of different request types for all the different services that my organization provides and uh and those request types can be assigned directly to to me right so once a request comes in if i'm uh i still have bandwidth i still have availability to work for those requests they can be assigned to to an agent who can work on those requests and then i can go here and quickly see a list of all the requests that are still pending that i need to take some action and do some work on it so as i open up one of those requests here as part of each request you can associate a process flow to it and we call this a playbook but essentially it's a it's a step-by-step guide um to that that helps me walk through the process on what needs to be done uh as part of any any request type and and this can be really helpful especially for for newer agents or perhaps like users are not as familiar with a certain procedure or certain process uh this helps them understand exactly what's been done to this request at what stage it's at and what uh what needs to happen and see all the relevant data that i need i need to review and once i've done that review i can just mark this as complete and then move on to the next uh staging of the process and then uh if there's uh clarifications needed if i need to ask additional questions from the the user who submitted this request i can type it directly here on this interface and that can trigger an email so the notification the user asking them for to submit additional documents or or anything you you need in order to fulfill this request so all of this uh helps you do all your work from one place instead of having to flip back and forth between uh one application and outlook and uh or even phone uh i can cap send uh capture all the data here and and walk through the process and keep track of where where i am in the process and all those steps here are completely configurable you can define as many steps as you want and that can help you automate your process as well because as part of some of those steps i can automatically create tasks that needs to be performed as part of this request so someone needs to do some research to look up documentation to look up data they can uh we can automate help uh create those tasks assign those stats and even like send communications out uh as needed so that reduces uh all sorts of manual processing as part of a as part of a request and uh and as part of this workspace too so the goal of the this workspace is really to to make the the your case worker your agent's job easier we also can show display here on the right side a list of all the related results that may help them solve this uh this request right so you you could have uh knowledge articles that are uh that may be helpful that in case they're not they need some some additional information on what to do uh an event like perhaps like some some other similar cases similar requests that that have been resolved that may help the agent uh with uh answering this uh this request as well so here um you can configure this display uh all of that information and that's uh based on the the question being asked is gonna show you different different data on this section here um and then finally one of the things that i just wanted to highlight here is that as part of this application too uh you can have a full view of the the person submitting the request so if you're trying to to understand understand who they are uh what types of previous requests that they submitted and uh what are interactions you've had with this user uh you i can quickly view here what uh how many cases how many requests samantha has submitted uh which ones are the the recent ones uh what types of services that she's she has received and all of that can be displayed in just one one tab here so i can quickly understand how i can help her uh fulfill the requests you submitted similar requests in the past and then hopefully reduce the the response time for all the um the services that you provide finally here i wanted to show just uh give you a quick uh overview of some of the metrics that are available with our application so as kevin uh mentioned before we have hundreds of different reports and dashboards that that come with our solution and you can build create your own as well but this is just a sample dashboard that uh it can be used to understand your your volume how many cases you have uh you can look at trend metrics you uh and and also look at things like time to resolution and how long those cases stand to tend to stay open so all of that can help you really understand what are some some of the bottlenecks in your in your system which uh which areas uh there could be like some improvement opportunities to reduce the overall time that it takes you to respond those requests and improve the services you provide and uh and all of this here as i said i mean you can't you can configure it you can um build those reports to the display the metrics that that you need for for your team and for your leadership so all of those uh reports that they can we can filter the metrics to this way just for for a specific team so if you're a team manager or supervisor you can look at the data just for for your own group versus the leadership that who's going to look at this from a higher level and see it for for their entire organization so um as i said that i mean yeah all of those different uh tabs here can have different reports different metrics and even can do things like forecasting and trend analysis to try to figure out what uh what volumes what kind of um how many requests we expect to get in the future based on on the historical data you said that uh that's uh that concludes the demo for today uh so i'm gonna switch back here to kevin and then uh we can if there's any any questions in the chat as well that we can thank you so much for the eloquent uh demonstration we appreciate the opportunity to share more about servicenow's public sector digital services and the effort to modernize customer experience in the federal government my name is kevin adler eduardo and i uh we've got our email in the bottom left of the screen you should be able to see that but um heather first questions we'll be happy to entertain them yep we did get a few questions during that so we did have one question um do issos have any resistance to external facing site exposure and what is the response to them so our our platform i mean we have different security levels that are available so we have um an il4 environment i o five environment uh like in the on the dod side and also on the federal side we have a fedramp moderate and high environments so depending on on who you're you're supporting uh what types of users need to access uh we we can help you select the appropriate uh secure uh environment and all of those different clouds and environments are all just a government specific so they're not shared with our commercial side they're just uh we have a government community cloud that's used only by by government customers um and we also offer the the option to to run our application on-premise as well if you need to have a secure environment we got another question in the q a pod is this public public sector part of the csm yes so this uh the the public sector uh product uh yeah it's an extension of csm so it was built uh using the the core csm functionality we just extended that and built um additional government specific services and data structures to help speed up the development for our government customers someone else asked can psds run on premises yes uh yeah i think i answered that yes we can we have an option to run on-premise or in a government cloud tracy just asked is there a two-way sync between low and high sides with servicenow if you have instances on both sides uh it's it can be done but uh it's yeah i think that's and tracy with a problem probably if we can talk with you offline uh we need to to look at that other things by this basis just because of the sensitivity of the data and how um you need to be careful especially i mean from the low to the high side we definitely we can do that the other way uh i'm not sure if we're allowed to to do that but we can we can look at your be happy to look at your use case and try to see if we can come up with a solution and then jason asks do you know of any agencies using csm for managing media inquiries or in the dod sense the pao uh yeah i can take that one so yeah jason there are agencies uh civilian and um csn can support any type of inquiry so specifically for media inquiries yes public affairs yes those are great use cases for public sector digital services and the types of solutions that eduardo demonstrated for you today and then john asked how is the data living inside of servicenow backed up yeah so so that's all part of our our cloud infrastructure so as part of like our cloud services we have um backup uh and backup plans that uh we can share you some of the details on exactly how how often and how how that works but that's all part of the the government cloud infrastructure that we support i think we have emptied all of the chat but there is one in the q a pod um they ask where i work we require an impact level 5 cloud environment is there an option for that um part of the value of servicenow the answer is yes uh we can deliver servicenow can deliver an instance in an impact level five cloud environment we can do that natively through our government community cloud and we can also support that if you have an existing il5 environment maybe in amazon or maybe an azure we can support that as well so yes you're covered uh thank you all again and have a great day