good afternoon everyone caresoft technology would like to welcome you to our servicenow federal Tech talk modernizing maintenance for government-owned facilities at this time I'd like to hand the floor over to our speakers today and Matt the floor is all yours awesome thank you so much Heather and thank you to the caresoft team for your collaboration and making today happen we we certainly appreciate your Your sponsorship uh good afternoon everybody thank you so much for joining today I love the the energy in the chat so let's keep it going uh my name is Sade ardani I've been supporting digital transformations in the dod for the past 10 years I'm a Solutions executive here at servicenow uh part of the federal team where my partner in crime here Matt Barrett and I uh we support customers in the dod um now while while we specifically cover missions that are DOD focused everything that you see here today is absolutely repeatable across public sector and certainly throughout the entire Federal ecosystem so to level set for those of you who are unfamiliar with servicenow we are a platform of automation that digitize everyday tasks and processes into workflows and these workflows enable the automation that takes our customers away from manual work spreadsheets sharepoints the black hole of you know back and forth emails to enable some of the same experiences at work that we're all used to in our private lives like when you order something off of Amazon or ubereats um so this concept of digital transformation is what we've brought into the world of government government I.T government-owned facilities and over the next hour we're going to focus on leveraging these automation capabilities for tasks in the field um and how they tie um together and how improved workflows and experiences have outcomes that that positively affect lives of service members and those uh in the extended Federal Workforce so to introduce the conversation we want to bring up you know my my personal favorite Federal transformation uh one of one of which a modernized experience actually positively impacted lives of US Army soldiers and families with the Army maintenance application or Arma uh we're going to get into how the platform can extend everyday tasks to resources out in the field um on various facilities assets and the value that our customers are seeing from moving from reactive to proactive measures when it comes to this work so Matt is going to run us through a live demo of these sorts of efficiencies um and and and highlighting some of the preventative maintenance solutions that can ultimately provide really valuable insights into the issues that are impacting life on base and then we're going to wrap things up and certainly offer ways to keep this conversation going um I'll give you my contact information we ask that you please participate and ask questions we'll do our best to answer them as they come in um but you know we will definitely leave time at the end of the presentation so to get started let's jump uh into the army maintenance application I was telling you about uh the project itself was an outgrowth of the army housing crisis of 2019. there's actually been a lot of information even recently in the Press about privatized housing issues that are con continuing to challenge the Army and other military branches but to set the stage you know this was a time when soldiers and families and and are still um you know living around the world and and facing a lot of delays in um some of the housing barracks in addressing housing maintenance issues like black mold leaky roofs electrical issues broken windows um all things that were affecting the morale and the safety of soldiers and their families so part of that Congress basically put down the hammer on the dod and the Army to improve this environment to do better by soldiers and their families to prioritize their living conditions and so that's where armymaintenance.com came from and other than some homegrown portals and SharePoint sites for the most part the process had formerly been pick up the phone tell somebody your issue and hope hope that they show up hope that it gets fixed hope that this request doesn't get lost along the way and at the end of the day that's where servicenow and armymaintenance.com came in to solve that problem along with our amazing implementation Partners at soft Tech so for the Army management for the first time they had access to real-time data they had insights into cases that were coming in where they're coming from what kind of specific issues uh were they consistently seeing what's the average resolution time they could actually maintain detailed SLA metrics for these reported issues uh so so really leadership had had the ability to use these dashboards and reports to figure out areas that were working really well and areas that could use Improvement and really being empowered to make decisions on how to continue to streamline the system even better so to recap the look and feel of that solution and some of the immediate benefits I'm going to hand things over to Matt he's going to walk us through how the Army was able to improve the experience in submitting these maintenance requests over to you Matt thanks Sade hi folks good morning good afternoon my name is Matt Barrett I'm a senior advisory solution consultant at servicenow I've been working in the platform and automation space for the last 20 or so years and I'd like to put some color to the solution that Sade just described and show a short clip of the army maintenance application or as we like to call it Arma we're briefly going to show how easy it is to submit a maintenance request so for users who have confirmed their registration you'll log on at armymaintenance.com or you can connect to Arma through your digital Garrison app by clicking the link and after logging in at this landing page you'll select uh maintenance support and then depending upon the type of problem you have you're going to select the type of Maintenance you need so for this example we're going to select Plumbing after you do that on the next screen you'll see we pre-fill the location based on your registration data and you can add details such as Which floor this is taking place on which room um and add that to the location and give a good description of the maintenance issue so water leaking from pipe on to latrine floor um and if you scroll further down you see the add attachment button if you click on that you'll have the choice of uploading a photo from your library or using your handheld device to take a photo or a video of the issue and now in this photo we see you know from the description of water leaking from pipe onto the latrine floor you know we'll select this photo and hit submit but you know from this we can see not only is water leaking but the the paint is actually bubbling up from the ceiling so while it sounds like the description was accurate from a maintenance perspective this photo actually tells me the problem is likely coming from the floor above and the pipe appears to be in good shape so from a technical perspective this could actually be my initial assessment I don't have to send somebody on site or go on site myself to do that initial assessment it's already happened inside that picture which means as a technician I can show up on site and ready to go now as should I mentioned there's been tremendous value to the Army uh from this application you know the war Fighters and their families in terms of improving their quality of life from the Arma app you know some of those include just being able to access this solution um on the channel you know from a mobile app or from a website there's actually no download required from the for the web and it's kind of become ubiquitous through this QR code uh that the way in which folks can access it so if you're on the webinar right now and you have your smartphone handy and you open up your camera and you take a picture of that QR code that's on the back of that keychain it'll actually take you to the Army maintenance public portal where you can register and log in uh or if you have a CAC card you're already registered to log in right so you know we're providing an improved you know end user ubereats type of consumer experience to our war Fighters and their family to easily report on these issues attach um pictures or videos to help the technician and dispatchers get the right person to the right place with a good understanding of what the problem is and being able to easily understand the status you know as shade had mentioned before the solution it was pick up the phone dial a number to report the issue and then just kind of hope that somebody shows up to fix it real no no real tracking or understanding of when that may be if ever with this solution though everybody who submits a ticket has full visibility into where you are in the queue who the technician is it's going to be assigned when they're going to be there when they're on Route and then you also have the ability to collaborate back and forth to provide you know comments like the problems getting worse or I may not be at home when the technician arrives my son or my daughter is going to reach you at the door um so you know it's a great solution providing tremendous value in terms of the quality of life uh for the Warfighter in their families but what I think makes this solution unique ultimately comes down to time to value for the Army you know this deployment was faster than traditional coding it was just three months to go live and that's not just because servicenow is cloud native there's plenty of other Cloud native Solutions out there but it's because the platform is inherently low code and model driven by Design you don't have to be a developer to configure these Solutions um and also because the platform contains all of the necessary elements you need to build you know robust scalable transformation Solutions and be able to do that rapidly So Not only was the solution built quickly and deployed rapidly but the now platform with all of its capabilities really makes it easy to enhance and extend the solution so for instance making it easy to roll out to other types of users or to new geographies or Mission lines or to support other facility types in the Army actually has plans to do that so just to talk a little bit more about how the Army's planning on extending uh and enhancing Arma and talk a little bit about the road map should I I'll turn that back over to you awesome um as Matt mentioned this was a really fast deployment we took eight months to contract three months to deploy and in January 2021 the initial deployment was launched and what's really been remarkable has been the scalability of this effort by April of that same year just three months after the initial deployment the decision came for Arma to include non-housing buildings with an expanded fence to fence scope so that goes beyond just housing and will Encompass the maintenance processes for all facilities roads fence ground signs anything managed by the DPW by December of that year 2021 over 200 000 maintenance requests had been submitted in just the one year of Arma availability um and in that year saving 7 000 hours of Manpower that's just from case deflection by enabling a web portal versus in-person or telephone requests so as a continuation of of where they are now um the natural extension and Future Vision that we've been painting with them really rounds out what end to end looks like not only are we taking in the requests but we're seeing them we can see them through the actual repair with field service management solution we affectionately say this is the send a person process which of course has many more complexities that we'll soon hear cover but uh in actually taking the maintenance requests and seeing them through resolution we're getting the right work to the right technicians with the right skills to show up on time at the right place with the right equipment and that really that hadn't been tracked before so think of the immediate Roi by significantly reducing man hours unnecessary trips to and from the DPW shops and the benefit being that this modernization drives not only operational efficiencies but again reducing effort so you kind of get the both benefits you're improving the experience of soldiers and their families while also benefiting from cost savings reductions so to to Really dive deep into that extended scope and and where we're going to spend most of today is um in where the architecture of those processes proposed uh in in the field could look like and how the solution can facilitate again that end to end from request to repair process Matt I'm going to hand it to you my friend awesome thank you uh can you hit stop sharing on your screen so I can start mine thank you so much okay great you should be seeing my PowerPoint um process architecture diagram now and you know this process architecture really pulls together the end-to-end service delivery um hang on just one second make sure that works just right you're good that was perfect okay great yeah so this this process architecture is really pulling together that end to end Service delivery from request to resolution for facility maintenance um you know thinking back to that demo that we saw of the Arma video right it started with their customer um which could be their Warfighter or their family members or potentially Mission Partners or contractors requesting service or even even a smart device really uh could be streaming its Telemetry data to report an issue and that request or issue could be for a variety of federally maintained facilities such as Barracks or dorms family housing Child Development Centers schools or hospitals and we want to enable the person who's requesting the service to engage on the channel that's most convenient for them which could be a mobile app like ARMA or live chat a self-service web portal you know maybe even sending in an email that we use natural language understanding the process and automate or selecting a predefined request from the service catalog Library but regardless of how they choose to engage and submit that request or issue to us that requester issue is going to enter a digital workflow to ensure that it gets routed to the most appropriate person or team and we track the life cycle of that request using case management which will govern and oversee and track all the subsidiary tasks that go into completing this piece of work we're also going to use machine learning and AI to monitor all of the cases in the system to understand patterns and help make predictions about how best to fulfill or resolve this case so an example of fulfillment might be to create a work order right where we need to contact facility admin departments and have them dispatch a field service technician to a local facility or building to make a repair or perform some sort of Maintenance and because everything is tracked here in one system you get complete visibility into the end-to-end process to help you understand things like patterns Trends spot process inefficiencies and also easily report on your service level agreements and kpis so what we saw in the Army ARMA demo was a great example of kind of the left-hand side of this chart here uh the mission engagement side of things but it was also an example of reactive service something broke and now we need to dispatch a you know technician to the field to repair it but you know how can service now help you more proactive in these situations perhaps even prevent an issue from occurring uh whether that's at a facility or happening to a piece of equipment I'll give you a good example I was at the fittich in Huntsville last month in August in the AC whole AC unit in the hotel was broken it was down a little inconvenience right but um you know if that was an AC conditioning unit out of DOD Child Development Center you know that impacts quality of life or War Fighters and their families which is not ideal you know in Montgomery Alabama in late August so how can we mitigate against that sort of AC unit breaking down how can we improve the quality of life from our war Fighters and our DOD employees in a more proactive Manner and So within our field service management solution we have the ability to manage all federal assets within a facility from the beginning of their life cycle when they're being onboarded and installed throughout its service of useful life when it's up and running and then ultimately decommission it at end of life and during the active lifespan of this asset or facility we want to strive to provide the most effective maintenance at the best cost and we do this through what we call plan maintenance and proactive monitoring so when it comes to proactive monitoring this is our ability to leverage machine learning to look at trends of past service records and help drive more proactive Service delivery so you know really what that means is we're collecting data that paints a picture of how equipment is functioning and we can also analyze Trends and determine you know things like hey instead of waiting another four months to do this maintenance based on information we've collected about these units that have been in service elsewhere we should probably send somebody out there earlier and by the way we have a technician going in that area for some other issue anyways let's have him or her work on this AC unit while they're there and so this allows you to be a bit more opportunistic in your servicing and also facilitates cost reduction now plan maintenance is is related to this right this is a proactive approach to maintenance and work in which we schedule work to take place on a regular basis and that's something that I want to spend some time drilling into for the rest of the hour and show just really how easy and how powerful that capability is in service now so for folks who may not be familiar plan maintenance as I just mentioned right it's this proactive approach that we take to maintaining equipment or facilities where we schedule work on a regular basis and that you know can mean a lot of things right because regular basis really depends on the type of work you're performing the frequency with which it needs to occur the equipment that you're servicing and also the environment in which it operates and so there's a few different types of Maintenance that we think about uh in this space here one's called corrective interval risk and condition so so what does this mean um let me use an analogy of a car some sort of vehicle right I'm driving the car down the highway car is working fine but the check engine light comes on car's still running I can still drive it but an anomaly was detected and we need to bring that in to have it serviced and restore that vehicle to its normal operating condition right so that's sort of correcting a problem interval would be more like sticking with the car every five thousand seven thousand ten thousand miles that car is going to get brought in or that vehicle is going to get brought in for an oil change and a tire rotation right um so that's an example of some sort of a meter right we're tracking mileage um to indicate that maintenance needs to occur but there's other metrics it could be time based right every so many years or months or weeks or whatever we need to schedule some maintenance to take place risk-based would be more along the lines of again sticking with the car you know the airbag and my car is fine I'm not having any problems with it but the manufacturers issued a recall because other makes and models of the same kind they've had problems with their airbags right so they're sending me a notice saying hey bring your car in we want to you know proactively service that vehicle get that airbag replaced help reduce any risk that may be incurred in the future Based on data that they've gleaned from service records of similar Vehicles right and then condition based is extremely powerful um and you know all of this is business user configurable by the way and you'll see that when we hop into the system but condition base is powerful because it allows you to Define custom expressions and triggers for when you want to proactively schedule maintenance for your equipment to your facilities so let's say for example you have a special vehicle that's operating in a certain type of terrain and it's operating there for a certain number of hours or days or weeks or months and that's been towing a certain amount of weight behind it when all three or four of those conditions are met then the system will schedule a maintenance activity proactively to have that vehicle brought into service again business users can go on and can configure that uh really really easily there's actually one other type here that's not listed and it's called scripting so this would be more of a pro code approach uh if you are inclined to be if you develop a background then you want to script something completely custom we do give you that ability to kind of lean in and take that pro-cut approach to triggering these maintenance conditions and there's API documentation to help you do that but by and large you do not need to know how to be a programmer or developer this is all intended for for business users to set up so with that I'm going to hop into a demo now and we're going to kind of take a look at three things first I'm going to start by showing you our dispatcher portal this is where all these work orders come in and where a supervisor can monitor all the work and all the field service technicians and their schedules and then we'll look at how easy it is for a business user to set up a proactive maintenance plan that I just described and then lastly we'll hop into the mobile experience right because the field service technician who's being being dispatched needs to know what work orders they have where they're going what parts they need what they need to bring with them and when they need to be there by so there's a mobile component there and everything you're about to see is completely out of the box with our field service management solution so I am going to you should now be seeing my Chrome browser um I'm going to be starting off by showing you the dispatcher portal and I've logged in as a user named Lisa Ray she's a supervisor or a dispatcher and here we see she's logged into her dispatcher workspace um at the top here you can see there's this geospatial representation on a map of where her work is these blue boxes and if you have any work orders are in that geography as well as where her technicians are and then below that we see you know a Gantt chart representation or a calendar view of all the work which the technicians have been assigned everything that you see assigned to technicians here has been assigned automatically so one of the things we want to strive for is eliminating a manual process of having a dispatcher or a supervisor have to juggle these assignments on their own we want the system to be intelligent enough to do that so everything you see here has been assigned uh automatically by the system and as I scroll down my list of technicians down down down down down I've got a few of them in my in my group we get to um what we call Cruise right so a technician is somebody who can go out and perform a repair or some maintenance on their own but there are certain types of work that require a team of people I recently had um a con an appliance store bring you know a new washing machine a new dryer and a new refrigerator to our house that required a couple of folks right so that was the installation crew uh several people there we can see this crew sizes two folks in it as the crew size below that and if I keep scrolling down you actually see that we can extend this technology and solution outside of your four walls and start working with contractor groups as well so you'll notice I've got two contractor groups that I'm responsible for assigning work to or that or that the system is potentially going to assign work to Turner and Walker and the windows you know you'll notice they look a little bit different right and the reason for that is uh you get a lot of flexibility in terms of how you manage contractors with field service work so Turner is able to have eight tasks assigned per week that's why you see this white bar kind of span all seven days here whereas Walker we're managing their capacity on a daily basis which is why you see that the windows kind of limited to just a single day now lastly over here on the left hand side these are work orders that were not assigned automatically these are representing exceptions that Lisa our dispatcher needs to interact with um so as I mentioned before all the work in the Gantt chart here has been automatically assigned but there's reasons why potentially no one's available or you may set up rules in the system that say you don't want to automatically schedule certain types of work orders to be routed out they want to have a dispatcher manage them them individually so a couple reasons why you may be dealing with with these exceptions but in any event for this particular work order task here called annual safety inspection I can click on it and the system is going to kind of then just rank folks that may have eligibility to work on it we can see Teddy Taylor he's 17 miles away he he has all the available parts and all available Machinery so I could just take this hard and actually drag it onto the map on any of this white space the white space represents the technician's available hours the race-based representatives when they're off hours but another approach would be to click the hamburger menu and then say Auto assign and what the system is going to do here is take a look at you know what's the details going into this into this um into this work order and also you know what type of parts are required how long do we think it's going to take what kind of skills may be required and it's going to say okay based on all those considerations you know Teddy Taylor really is the best person to uh to have a sign for this so we'll go ahead and hit confirm and the system is going to assign that to Teddy tomorrow afternoon getting some feedback that maybe we need to increase the uh the resolution here so let me just zoom in a little bit hopefully this helps a little bit okay um so uh like I said we're striving for you know fully automated tasks to be uh to be sent out but you know again managing exceptions is is kind of baked into here and being able to manage that efficiently is is part of the process now what you'll also notice Let me just zoom this back out again real quick because uh we want to see see something here um looking back at my assigned work orders right this is all the work that's coming in for the field service group to be dispatched to uh if I take a look down at Anthony Roy for instance he's my service technician down here he's actually been assigned to fix that uh leaky water pipe that the Arma application created here so this is an example of a type of task or work order that came in from a channel that Arma application and the system automatically routed it to Anthony Roy for him to go off and work but we're also unifying this view with planned maintenance activities so if we take a look at Teddy Taylor across the top we see he's got a task assigned it's coming up shortly called regular HVAC six-month service and so this is an example of the system having created this work order and decided to Teddy uh based upon a maintenance plan that we've defined in the system and so to take a look at how easy it is to Define one of these maintenance plans I thought what better way to do it than to actually just build one out with you guys here today so I'm going to change tabs here and these maintenance plans please uh give me some feedback if you guys are having trouble seeing this um these are existing maintenance plans that have been defined already um that are in effect you can see they're all active but not all of these maintenance plans are are exactly the same here we can see under this type category some of these are defined as general and some of these maintenance plans are defined as model based right so what's what's the difference well when it comes to a model based maintenance plan that's where we're setting up particular plan for specific models of equipment like certain models of HVAC equipment right or certain models of printers potentially certain models of routers and other types of equipment that you have in your cmdb um other maintenance plans though that are defined as general you know we can apply these to all sorts of other objects in the system such as locations uh general maintenance on buildings uh or even assets that are being tracked in the system but this can really be anything though so you can have a maintenance plan set up for an aircraft for instance or components on an aircraft an Airfield a military vehicle a missile silo you know Etc so to show you how easy it is to set one of these up I'm going to come here and click this new button in the top right corner and there's really three components that go into this uh it's uh really what is it that we want to be servicing uh when do we want to be servicing it and then when the technician arrives on site you know how how how do they go about providing that service right so it's it's what when and how that's how I tend to think about it so in this screen we're really kind of defining the what right so if we're concerned about the AC units at the Child Development Centers in Alabama um you know we'll create a maintenance plan for for something like that maybe I'll call it HVAC instead of AC and then below that we get to choose uh you know is it a general type of Maintenance or is it going to be based on some model of of Hardware or asset that we have in our inventory so I'm going to go ahead and choose model based and that's going to give me the ability to do a lookup in our cmdb for all the different models of equipment we have we can perform maintenance on so I'm going to type in carrier and here it is so there's the carrier model 48 TC weather maker it sounds like a beast of the equipment here and that's the model that we're interested in having this maintenance plan applied to now I could go ahead and add others as well right I could have several other types of models of equipment that we want to maintain in the same way but I'm going to leave it at this one for now and when I chose that model the system actually went out and looked across our inventory and found that there's five of these units deployed so these are the five units that this maintenance plan will affect and if I click into this here you know we'll actually see these are the different units HVAC 32 34 35 36 and 40. those are all out in the field in operation today and they're all at the same location so I can see exactly what assets this maintenance plan is going to apply to but let's say next year next month next week we buy another one of these units and we we deploy it we operationalize it um you know we don't want you to have to remember to come back into the system and add it to the plan so I'm going to leave this checkbox here which says apply to new matching records I'm going to leave that enabled and what that tells the system is if we do deploy any new units that match the same model in the future automatically have this maintenance plan applied to it so that nobody has to remember to go in and do this later on so what I'm going to do is kind of hit save here that's that's the what that's the what are we servicing here and now we get to maintenance schedules this is really the when so I'm going to come in here and Define a new maintenance schedule and I'm going to call it uh HVAC six month service now we talked about the different types of plan maintenance risk-based conditional base interval based and we can kind of configure that here right so do we want to trigger this maintenance based on a meter reading meaning you know like a temperature sensor a sensor recorded a temperature that was too high or an odometer exceeded a certain number of miles or something like that do we want it to be condition based that example of a certain type of vehicle operating in a certain type of environment for a certain amount of time towing a certain amount of weight right being able to you know model out all those conditions using and or logic here by choosing our fields and choosing our values which is extremely business user friendly do we want to take that Pro code approach and lean in and start writing some scripts or do we want to do more duration based so since this is going to be a six-month routine service I'm going to leave it at duration and now my trigger type changes and I can choose which interval I want to use it um so I'm going to stick with I could go to weekly monthly annually I'll just stick with interval and I'll say that I want this to apply um to uh what I want the plan maintenance activities to be triggered every 180 days why don't I go ahead and save this right this is kind of narrowing in on the on the the when right so we get the what we got the win now we're going to Define really back the how so how does a technician service this equipment when they get on site so there's a maintenance template capability I could go off and Define a new maintenance template but the idea with maintenance templates is that they're supposed to be reusable and so I'm actually going to pick an existing maintenance template that I've set up already and then I'll pop it open and you can see what it looks like so I've got a regular HVAC maintenance template added I'm going to apply it here to this maintenance plan go ahead and hit save and you see it gets added added to it right here now I'm going to pop it open and we'll see under the hood here because there's a lot of detail that goes into kind of the the how we want our technicians to perform this maintenance right this is also information that's going to affect the scheduler so uh real quickly we're going to say that the name of the task the technician performs is a regular HVAC six month service there are some parts that they want to have with them they want to have a Hurley replacement filter quantity one and also blade fuse quantity one if I have multiple dispatch groups maybe in La Houston Boston Chicago which group do I want to have this task dispatched to uh there are any dependencies to take into consideration and you know what type of work is it I'm going to choose plan maintenance as opposed to install a break fix because for reporting purposes this activity will help us report on uh plan maintenance separate from those other types I can choose whether it's in a cruise required and then also the estimating work duration so on average how often do we how long do we think those past takes we think it takes two hours that's important because we wouldn't want to schedule this to somebody who only has 45 minutes of free time in their day and then I can go ahead and add any skills right that I need um potentially to service this type of equipment and the scheduler you know in six months when this scheduler creates these work orders it's going to take into consideration all my technicians that are in this pool all the inventory that they have the skills that they have um and their availability to to help route it to the best individuals so with that that's how we kind of landed up here with this regular HVAC six month maintenance uh task on Teddy Taylor's list and so what I'd like to do real quickly is just show you a little bit about what Teddy Taylor's experience looks like because he's going to have to go out there and perform this work I'm just going to do a quick refresh here make sure that hasn't timed out and I'm going to show you my mobile phone here this is Teddy Taylor logging in you see the servicenow agent application down at the bottom we're going to click in and we see Teddy Taylor has an upcoming task called regular HVAC six-month service which is scheduled at 1354. that's you know the same task here that's showing up on Lisa's Gantt chart Teddy's going to come in here and accept this activity accept the task um to say he's he's got it he's going to be able to go out and you'll notice immediately here on the dashboard this this block here for this task changed from purple to Blue so there's a real-time feedback happening between the mobile application and the dispatcher portal um as soon as Teddy is ready to start traveling he clicks start travel button this is going to start the clock uh for his windshield time so we'll know and report on how long it's taking him to to travel from the job site or to the job site rather and again you notice here in the dashboard it adjusted its color to Yellow again just more more real-time feedback taking place in the system when Teddy arrives on site he's going to click that start work button down at the bottom that's going to stop the travel timer we'll see this task in the dashboard here snap over to present time and we'll see that it changes its color and Teddy's also going to be able to now start servicing this unit so he's got some information he can look at about what he's supposed to be doing if he clicks on the hamburger menu you can come into parts uh down at the bottom there are some part requirements remember we set this up in that maintenance template there's the Hurley replacement filter and the blade fuse now he may choose to replace one not the other you can come in and click the use part button down here below come down to find uh you know his his blade fuse swipe over click use part that's going to be updating the work order to say this part was added to this piece of equipment and it's also going to decrement his inventory in his truck so that you know it's reflected for his next visit um he also has the ability to hop into his inventory by clicking this at the very bottom here and you can see all the items that he has in his inventory on his truck so he's got the blade fuse he's got that Hurley filter if you click some here you can see he's got 43 43 of those available if there was a part he needed to Source from somewhere else he could click this check part availability and start searching on other parts in the inventory so if he's looking for a different type of filter perhaps perhaps it's the Philips filter replacement kit you can click on that and Run a search this is going to go off and search nearby locations for where Teddy can Source this part and so he actually found it in the Boston Warehouse is 114 there and he can initiate a transfer request um while Teddy is performing his job if he needs any uh support we have knowledge content that's surface which is contextual so there's a knowledge or article for that weather maker piece of equipment that he's being asked to work on and you can click the link and immediately be taken to the manufacturer's service maintenance instructions document so right at his fingertips he's getting contextual information that's going to help him perform this job as effectively as possible now when he's done uh working on his job he will um indicate that he's finished so we'll come here and he'll do that by clicking the close complete button provide some notes just say it was done if you notice anything unusual that would require a follow-up task he could toggle this great follow-up test button and that'll that'll trigger the system to create some follow-up work and Associate it with what Teddy's doing today um but when he clicks done what you'll notice here is that that two hour long chunk of time here just got you know reduced to a really small sliver here because we thought this was going to take two hours but in actuality it took us what would you guys say four or five minutes so that task is still here it's just really small so we plan for two hours but it got done really really quickly and and that tends you know that's possible right so if this happened at scale how would you measure that how would you know that you're blocking two hours off on your technician's schedule and that they're routinely finishing their work in one hour or 45 minutes right um so to answer that question we have a number of dashboards that we service that will help provide insight into your field service operations some information that's displayed here and again this is all out of the box it's completely configurable you can uh ex you can change this you can remove widgets you can add your own you can build your own dashboards if you wanted to this is just an example of our out of the box field service performance analytics and and it just it starts populating day one when you start using the system so we can see things like mean time to resolve work order tasks and what our trending is there and we can also calculate our productive time for for our work orders our agent utilization right how our rate is there um frequency of orders coming in over time trending it's trending down this week a number of closed work orders historically but back to that example of where Teddy had blocked off two hours of his day to go service this AC unit which together we just serviced it in a couple of minutes you know that's a discrepancy between plan versus actual duration for work orders and so this chart here is going to help provide let me see if I can just zoom in a little bit more for some folks in case you're having trouble seeing that might be a little bit better here we can see that uh oh you know overall in aggregate for our work orders you know we're planning a total of for the month of September or for this week rather 288 hours but we actually only spent 133. so that's telling us that you know we may be allocating too much time on our on our technicians schedule or are there just more they're faster than we're expecting them so that's an opportunity to go in uh and hone in on the duration the amount of time we want to block off in their schedule and we can click to open the analytics hub and drill down and get and get more data just one other uh dashboard here to show you really quickly because there are several that come out of the box um this one here is going to help provide visibility into work order tasks that are in Jeopardy meaning we're at risk of not arriving on time or not being able to get the work done we're also going to track a kpi called first time fixed rates and Trend that to see you know are we actually resolving the issue when we send a technician out there the first time or are we having to send people back out that's a great opportunity to dig in and do some improvements and operations and potentially adjust the the scheduling and the automatic routing the features that the system offers and then utilization right so this is showing me my technician utilization rate trending over time up until present time here and then our analytics engines engaging and saying based on that Trend here's how we forecast uh future utilization rates out over the next couple of weeks or months and that's a great way to help anticipate demands in your Workforce and manage your Staffing levels accordingly so that brings me to the end of this portion of the agenda um thank you for for your time and attention with the demonstration I'd like to turn things over to Sade now and have her talk a little bit about what we just saw and this overall pick perspective awesome Matt that was awesome thank you um those insights are really what uh are changing the game for our customers what a single pane of Glass on those tasks that need to be performed in the field throughout a base across multiple facilities on different assets and I think you really nailed the visibility on how Resources with the right skills can be matched up with the right parts at the right place in time so okay to recap folks what we've seen today um you know now that servicenow can modernize DOD user experiences we've covered how Army has already designed a frictionless customer experience we've talked about reducing effort while in proving operations decreasing costs and then planned and preventative measures and how they can increase the lifespan of your deployed assets and overall facility functionality and last but not least you know the positive impact on those that are actually performing the work the work that you see here on the right side making everybody all around more effective so at this point I I've been trying to keep up with some of the questions in the in the chat is there any that we haven't gotten to any brave souls that would come off mute to ask a question if you can I'm not sure if you can but ask away Now's the Time so starting with the Q a pod we have given the three-month implementation of Arma did that include building a cmdb an inventory list or were those all just imported also how much of the army was implemented how many bases um yeah so I think it was 62 bases initially [Music] um I I'm I will have to Dave Fisher I will have to follow up with you exactly on that on that specific implementation question foreign s I see a question from uh Mary believe you mentioned the system you can receive Telemetry yes we can does that include autonomous inspection units um I might need some more clarification on what you mean by that but in general any system or sensor which is capable of streaming some sort of telemetry data out uh either by you know some some type of integration you name it Kafka queues rest apis something along those lines we can ingest that Telemetry data uh such as from a spot Boston robotics I'm from Boston I know where Boston robotics is up in Bedford um still I'm still just needing a little bit more so like if Boston robotics I'll spot the dog like if the dog was emitting uh Telemetry data could we be ingesting that yes yes yes thank you you got me there I need to refill my coffee uh the answer is yes question can servicenow work in disconnected environments um I think I understand the question so we see oftentimes uh a need to support offline whether you know you don't have service in a building or for our folks that are leveraging the solution and national parks um absolutely folks can still have access to the knowledge articles and it will upload when they are in service that makes sense anything to add on that Matt uh no no you nailed it uh it it can be disconnected from from uh Off the Grid you can continue to access your work orders and then when you get reconnected it'll synchronize back up Heather I think is I think we're we're ready to close up is that right yep we can close up okay awesome well thanks folks uh really the purpose of today was just to expand the mind of all you in the audience for what the art of the possible with out of the box workflows uh in field service management can do thank you and virtual Round of Applause to Matt thank you so much and thank you to carasoft for sponsoring appreciate it thanks caresoft