good morning everyone my name is Tara folley and on behalf of caresoft technology I would like to welcome you to our webinar improving customer experience and Service delivery with DocuSign servicenow and Deloitte with that I'd like to turn it over to our first presenter of the day cam Mosley thank you so much for that welcome we're going to get started here with our legal disclaimers this says we're going to talk to you today about features and solutions that are publicly available today if we talk about any future capabilities that are not available for you to employ today we will specifically point that out for you foreign Mosley They Call Me Cam and I lead docusign's Federal Business unit today you're joined with our partners Deloitte and servicenow to talk about how improving customer experience and Service delivery can help you provide better faster and more transparent agency Mission support our teams are going to share some best practices uh today that we have um developed from the front lines in the following areas we're going to talk about how agencies are recognizing the value of Enterprise service management and how modern workflow associated with those tools are bridging previously stovepipe Solutions then we're going to talk about how Deloitte Consulting approaches Enterprise service management transformation challenges that many of our agencies are facing today we're going to save some time at the end for a great demonstration of how DocuSign servicenow in Deloitte work together to power a better customer experience for the employees of a federal agency and I think that will really help you um put you know get a vision for what these modern solutions can help your agencies achieve in terms of customer experience so with that we're going to get started on introductions as I said I'm Carrie Ann Mosley I lead DocuSign Federal I'm joined today by Ron Vickery who is the AVP for servicenows federal and regulated industry Solutions uh doing the demo for us a little later is Matt Barrett a senior advisory solution architect at servicenow then we are going to be joined by Francis arambulo a specialist leader at Deloitte and Russell Aquino who's a specialist Master at Deloitte so I want to thank my panelists and our other presenters for taking part in today's discussion so we've been talking a lot about customer experience in the last year but it's important to remember that CX Is Not A New Concept since 2015 Forrester has been publishing their ux Federal index report and six years after that inaugural report in 2021 15 agencies and programs earned an average score of 62.6 on a 100 point scale the prior year the score was only 61.1 so we had a 1.5 or 1.5 Point Improvement in just one year so we're moving in the right direction perhaps not with the velocity that we would like but there are still wide disparities because the federal government lags behind Private Industry by more than 10 points on that same rating scale and I think this was all brought to light for us as we went all remote and all online during covid we really saw the importance of a positive simple user experience and we truly felt the need for the first time perhaps to bring a seamless customer experience the one that we're used to when dealing with companies that we deal with like amazon.com bring those customer experiences to the government permanently not just in times of crisis in 2021 we were aided by two pieces of legislation first the federal CX mandate that was published by OMB that provided guidance on implementing a CX framework for an agency and leading practices for both measuring and managing overall customer experience that was supported later in the year by the presidential executive order which is quoted in this slide and this has done a lot to really codify the goal of services that are simple to use accessible Equitable protective of our Tech of our pii but transparent so we can see where we are in government processes and responsive to all people interacting with the government when implemented the result of these administrative orders will have such a strong long per term impact on reducing the administrative burden on government streamlining federal government agency processes and meeting the growing needs and expectations of the public that they serve and that's so important because we have to remember we're communicating with many of our constituents on the cell phone so um that's how people are used to doing business today so it's important that the government and government agencies provide Solutions and and technologies that are easy to consume for our constituents I think the challenge is it can be difficult to know where your team should begin on your customer experience Journey one Avenue we always suggest is a place to start is looking at the technology that exists in your agency how can you build off that to drive better experiences in the use case that we'll see today servicenow in Deloitte were working alongside of a federal agency to accelerate a larger migration out of a Data Center and move those Enterprise systems into the cloud and so what the the customer did was they took advantage of that opportunity that technical upgrade opportunity to really Drive Innovation into their organization and they were able to make it easier for their employees to take advantage of new Cloud capabilities and Matt's going to share a demonstration of that system with us a little later but for now I'd like to welcome Ron Vickery from servicenow to chat about DocuSign and servicenow and how we Are Better Together Ron welcome thanks cam uh I we're so happy to have you today and I know that DocuSign and service now have uh partnered to deliver impactful Integrations that increase productivity and simplifies workflows of government agencies um could you take us take a moment to tell us about your role and the challenges and and those concerns that are really top of mind for your customers today yeah thanks uh Cam and and this is obviously an exciting topic for me um at servicenow um to answer your question I I lead an industry sales team um where we're creating industry solutions for um various different uh marketplaces and so mine include public sector health care and higher education and so I'm tied into these regulated markets and and I think some of the bigger themes that I'm hearing are the expectations within the private you know within the public sector are no different than the private sector you you mentioned Amazon earlier and combine that with Uber Netflix these experiences not just those but others very similar uh similarly or popping up everywhere not only uh in private sector but in in public sector and so I think if you marry that up what we're seeing against the international economic climate This Global Climate uh for for the economy that we're in um customers are looking for us to help them deliver those types of experiences but do that while helping them take costs out of their operations and so uh we're working to do that and they're working to do that to get to Value faster how do they deliver on an accelerated accelerated Pace great experiences and great value but do it you know certainly more economically and so expectations um like those have driven servicenow to tailor Solutions based on industry and so we've released servicenow platforms for finance manufacturing uh telecommunications health care and most recently for government and so by taking our platform and tailoring them for industry we can now power organizations to take cost out of their operations by delivering more out-of-the-box features so we take those that Foundation of those foundational elements combine them with the ability to configure them and tie them into Solutions like DocuSign delivers we're ultimately able to bring greater value at a faster pace and so that's what organizations are looking for and ultimately that benefit translates to customer benefit in this case you know citizens in the government space um so we're looking to decrease the cost to serve while enabling scalable growth and and doing that very rapidly and and that's our mission at the end of the day and so one example I'll just throw out there real quickly is we we have um we're involved in um federal agencies that one of which has not only citizens but businesses coming to them to request approvals for licenses and permits and they're doing that in massive scale and this organization didn't really have the best self-service options they um their processes were fairly manual and very disconnected and so those requests weren't being handled in a timely fashion and certainly the volume was overwhelming them and so by by offering a government platform with licensing and permitting capabilities out of the box that could be tailored for their organization were able to deliver quick time to value and reduce costs in the process of improving those experiences so um we have another large customer who's looked at what we've come out with for in this government space and has noted that what they've built previously on some foundational servicenow capabilities these industry tree products ultimately this particular platform would have saved them over 200 hours in development time and thus accelerated their go live as well so not only taking costs out but but improving speed to delivery so um this is really us trying to take complexity and make it simple so so hopefully that gives you some some background that's great stuff Ron and I think you know what you've highlighted agencies being able to move faster I mean we all saw the need to respond very quickly during covet so having tools to better prepare an agency for the next time then that what we don't know is coming I think is really great um in terms of customer experience the constituent experienced mandate how is how has that combined sort of layered on top of the Fallout from the great resignation that I think of government and private industry has experienced how is that driving the way agencies are thinking about technology Investments yeah yeah uh cam you mentioned earlier the legislation that's come out which has helped a lot the executive orders that have worked to improve citizen experience partially by applying technology to that and where we've seen a lot of momentum is in these high impact service centers that have been identified by some of this legislation and so this huge movement in modernization that you've seen the folks at Deloitte have seen we've we've all seen that when we spend time in this space and so with all of the places to invest um you know looking up looking at providing solutions that drive greater efficiency also help not only status help the organization do more with less satisfy ultimately that end customer if you will but also impact employees which I love that you called this out because your question is spot on employee satisfaction is ultimately tied to retention and that's a key driver and when you have federal employees who many you know who come to work for for the federal government and their mission they're there with a passion to serve um you know their constituency in the in the population at whole as a whole we know that that putting them in a position where they don't have the tools and resources to do their job effectively ultimately can lead to you know a retention issue and and nothing's more costly and a bigger issue than having to rehire and retrain individuals and so this thing this starts with the struggles of onboarding and off-boarding employees and making sure that's a a you know a a pleasant experience and then that extends to these employees not having the tools to help frustrated customers you know quote-unquote customers if you will and so these are the challenges that you know DocuSign is is helping solve Deloitte servicenow we're all working to address those every day how can we help create great employee experiences by making their jobs easier and more fulfilling and that comes with you know not you know not having to frustrate people when they're trying to provide service and in doing so how can we help organizations power these great experiences uh and these employees power these great experiences across all constituencies how do we how do we help close that digital Equity Gap while reducing costs so making sure everyone has access to you know the service they deserve and and if we can do that that those ultimately become great wins for for all of us for everyone wow we're on very powerful statements there um I want to double click on on one element that you mentioned there which was the digital Equity divide um you know Equity is really top of mind for many agency leaders today how are agencies thinking about bridging that sort of equity divide whether it's you know demographic Equity or even accessibility as they think about government services because we're not inviting as many people to come into our offices so we have to provide um solutions that are accessible to everyone regardless of you know demographics or even physical capabilities uh how are you seeing that manifest itself that's right well in government is having to do that cam with with you know to do all that and and on a and on a budget and do it you know do more with less oftentimes so there's a tremendous amount of pressure on government right now to deliver these world-class experiences that continue to explode but do that in a very economical way and so I you know I appreciate that challenge I think like servicenow and DocuSign are you know as an example we're designing offerings and package solutions to help deliver that fair and Equitable Service uh not only outside the organization but inside the organization as well and so as you as you were referring to aspects uh that make our products 508 compliant things of that nature that's that's one group of components but how do we take that technology and those capabilities in that service and ultimately put it in the hands of everyone who would benefit from that and so you know right now for example we're involved in a federal infrastructure initiative to bring Broadband Communications into areas that are currently don't have that coverage and what we're finding and and we kind of knew going in is this is less about the technology and more about the people and process side of the equation so one of the big elements in this is how do we how do we take the technology and deliver that in a way by informing the people who now have access to something new educate them on the impact that that might be able to deliver for them the positive benefits and then and and how do we do that effectively how do we help government do that effectively and and at the end of the day how do we take you held it up earlier and you know how you know this idea of these cell phones and smartphones uh when you and I were talking how do we take those cell phones and smartphones and use them with kind of a mobile first mentality uh as a mean of engage means of Engagement for these groups and so helping citizens who may not have access to technology how do we help them understand how to request what has been made available through some of this legislation and then how do we educate them on how to access it and and ultimately at the end of the day how to use it uh one final thing that you know just adds kind of complexity that we're working to solve is how do we take all this when it involves requests for funding from federal and state government and be able to help them analyze on how they're delivering against their financial requests they've made on behalf of their constituency so they're looking to bring those to those capabilities to Market this creates a huge additional challenge for tracking the progress and the completion of this work across disparate systems and and without losing the the mission and the mindset of hey we're here to deliver this value to the citizen so hugely fulfilling missions not easy to solve but we think about those every day and and we're lucky to be able to help as as I know you feel the same so um hopefully well thank you yeah that's great thank you so much Ron what a great perspective on how servicenow and DocuSign can take complex Federal processes and help make them more simple and transparent and accessible I just love that uh but how do you do that so we're going to hear next from Francis and Russell from Deloitte to talk about how agencies actually accomplish these changes and the value that they are actually driving from those Investments of people technology and resources so with that I'm going to turn it over to Francis thanks Carrie Anne uh and Ron great chat and really so pleased to see our technology Partners focused on bringing solutions to to address the needs of our public sector clients and mandates like CX that are they're really driving innovative solutions so Russell and I are leaders in deloitte's government and public sector servicenow practice primarily focused on our civilian clients in this use case that you'll hear about a little bit later from from Russell and from Matt is part of a broader engagement where we've been developing cloud service management capabilities to optimize operations and as we migrate this client from an on-prem Legacy Data Center and into the cloud so just to set some industry context Delights a service staff strategic Global Alliance partner uh we're also the 2022 Global partner of the year and also one of servicenow's biggest customers so being a leader in servicenow limitations over the past years and having delivered more than 500 Global deployments many of which have included DocuSign and other ecosystem Partners which is really helping us build and operate solutions that that enhance these these customer experiences um so like I was saying Deloitte not only implements service now for our clients but we run our business on servicenow as their fourth largest customer with 240 000 of our own employees using the platform across 140 countries so we're really leveraging service data streamline processes across I.T compliance Security customer service finance and talent to make work better for our employees and and customers um and through these experiences deloitte's developed a set of Market leading methodologies and assets and talent really to better serve our clients so much of our Focus over the past several years is to harness our functional expertise around these problems that we we commonly see to produce assets and solutions that allow us to more rapidly engage and deliver capabilities across offensive piped organizations enabling to Enterprise service management so we can turn to the next slide and you know just to double click on these portfolio of assets that we've branded as gov connect focus on our uh our public sector clients gov connect integrates a lot of the organizations existing systems and provides a wide range of functionality again across these often stovepiped organizations and so these assets are reusable methods and Frameworks that allow us to more rapidly create Solutions using servicenow and its ecosystem Partners like DocuSign proven Optics tenable and Splunk which we are for this particular client integrating their technology to to create an Enterprise solution um so in these Solutions and accelerators lift uh the transformation barriers that we commonly see by jump starting projects to replace our augment Legacy systems with ready to configure packages based on on Project requirements and this has really impacted our clients by bringing you know faster time to value and often taking cost out of implementations um and so these gov connect Solutions really bring our insights and Lessons Learned into these functional lines of business across government and Industry to drive a more modern employee and I.T experiences that Citizen and government workers can expect based upon their experiences like like Ron had was talking about with e-commerce and service providers like Uber or Amazon and Verizon right which have set the the bar from a customer experience standpoint so our goal is to bring these Solutions like I said in Lessons Learned and experiences they convey to the public sector to accelerate how we drive better engagement and satisfaction so with that I will turn the mic over to Russell to review the details of the use case and how we help transform this user access request process that again cuts across hrit and cyber to reduce approval times you know often from days to to hours so and and enabling sort of a mobile experience to approve from phones and tablets so with that I'll turn it over Russell all right thank you Francis uh good morning everyone so I'll just continue on on to uh what France just mentioned um wanted to share uh a use case where we help one of our government clients uh to streamline and optimize the process for uh requesting uh user access as as a part of a the onboarding process so um this diagram uh shows the high level process and the solution leveraging uh servicenow and uh DocuSign integration but before we jump into the process diagram I wanted to quickly share some of the um pain points and challenges that the clients are facing uh regarding the user access to request process which actually eventually led to the to this solution so the main pain point was that the process was was really manual right um it starts off with a requester typically the manager would be sending out an email um with an attachment of a PDF form send it to the user user would send um would sign it for their rules of behavior and then the user is going to be sending it over back to the manager manager approves it sends it to series of approvers which uh I would say just to kind of shorten it there's like another three more approvers in the series of that so sending it back and forth uh that could take a long process which you know which is really you know um a pain point for for for that process so typically uh you know looking at historical data typically takes number of days even a week or or more than a week to to obtain access um due to some um Factor sometimes you know because I would say managers or their questions needs to be involved as far as handing it over from one approver to another and for some reasons if a if the manager gets you know drop from that email communication or loose track then that results to that longer turnaround time so another pain point was the visibility and the lack of transparency uh of the process uh it's everything's done through an email uh we're just you know you know someone just have to manually uh keep track of it um and from an operational standpoint um you know the manager or the requester would really need to to monitor where it's at what stage it's at whether you know there's something that's needed or is it sitting somewhere else uh that's maybe missed or someone like an approvers probably out of office right and and another uh pain point is it's hard to quantify and measure the level of service you know do you just pretty much just don't have a way to track you know I mean the only way you can track is just how many were submitted but really the performance of of how you're doing things how long does it take um and sometimes you would you would get some some emails or or questions saying that where where are you know we still don't have access for for several days so um as as we review that um pain points and challenges um the ask from the client was to help improve and streamline the process for providing user access from end to end so since we're working with servicenow clients already working uh using DocuSign so we've looked into solutioning it um using the the integration um that's already out there using the DocuSign spoke by the integration hub so um so a couple of use cases that were considered um that we considered because it originally the the solution was or the plan was to use servicenow as an end-to-end by submission approval and uh fulfillment but some of the use cases had us consider um the use of service now just sharing those use cases where that um you know the clients prefer to retain a copy of the signed documents just just for records management perspective and also for for audit purposes um also uh not all approvers um would have access to to servicenow to approve um you know improves their Dynamics so some of the approvers may be in a different office different division maybe a different company if they're managers or contractors so you know approving in the doctor in service now uh you know would not be uh I would say ideal as they don't have access to to servicing at that point to to approve so um let's get back to the diagram to go over the solution and um see how the the interaction works so focusing on the employee onboarding process if you'd see here um we have the process boxes um color coded which the darker blue process shows that what's handled by servicenow and then the light blue process box is handled by by DocuSign so if you can see it's the process is fairly simple from submission approvals to fulfillment so the submission is handled through DocuSign leveraging the service portal which gives us the single point of entry so that ensures that you know the most up-to-date version of The Forum is used and once the record is submitted we have a system of record now that we can when we can track and have a visibility as far as where it's at and what's going on and also with the out of the box functionality of servicenow there's also a Communication channel that you can actually follow up with where that request is if more information is needed and then once that's submitted um we go to the approval stage where that's all handled by servicenow I'm Sorry by DocuSign so um the communication and routing is handled in DocuSign so we're leveraging the full uh functionality of DocuSign where you have the ability to reassign approvals automate reminders uh make some template Corrections if needed and um also once that approval is done it automatically sends uh the response back to to servicenow to to automate the Fulfillment process so once that approval is completed it sends out that that payload or that data to servicenow servicenow receives that data and based off of what's received from from DocuSign uh you know we're automating the um fulfillment tasks or or flow being triggered in in servicenow so um that automatically creates those tickets so there's no manual creation of tickets after approval um it also um with with that being said there's fulfillments being handled there I'm sorry about that I just had a quick screen change here real quick I got my screen back here um and also utilize the service now it's out of the box notification so um all all the parties are are notified whether the user is being submitted for the requester and all other stakeholders are are being uh notified as well so that was it for our uh process uh solution let me jump over to the next slide to uh give a quick summary of um the benefits and advantages thank you all right just to summarize real quick uh now we have the ability to adjust templates rapidly this is independent of service now development activities uh to adopt and respond to policy changes Audits and updates so um if we were to build uh make the changes on the form uh we know it's going to have to go through the development process the Sprint planning release planning and the actual release could take maybe a couple of weeks or months depending on how we're we're doing our research now development but with this um the templates are actually handle um are chained can be changed rapidly on the DocuSign side um independent of of the service now development also enables assignment to approvers who are non-servicenow users so this also reduces the burden on maintaining approval groups in servicenow and also optimizing and reducing costs for for approval of licenses as we now approve our user licenses are cost related so that's also another benefit there also streamlines and automates the whole process from submission approval to fulfillment so uh just gives you that that whole automated flow of of the whole process um we also have improved user experience um since we're using the servicenow portal as single point of entry provides the user transparency and and uh visibility to the to the progress of of the requests and lastly the ability to quantify and measure the level of service uh leveraging uh servicenows robust reporting capabilities so now we can report on things so with that said um I wanted to share quickly um before we go into the demo um the the stats how this integration made an impact to the client's process so uh just we we deploy this uh solution in July and in July we had 132 requests that came in the average time to complete was four days the following month in August um we had 149 requests so the requests went up uh the average time to complete went down to three days and then the following month September request request numbers were 164 and the average time to complete was went down to two days so this month uh I know we're only on half of the month um so we're looking at average time to complete is one day so there we can actually see the trend on how this solution is making impact and how it's we're gaining efficiencies with you utilizing this integration so with that said I'm gonna go ahead and turn it uh back to cam thank you so much uh Russell and Francis for sharing that great use case as well as the methodology with us it's really really fabulous example of you know solving a problem that was a system that was not transparent you know email based there's nothing uh real transparent about anything uh you know that you have to put in the mail or you have to email because you immediately lose visibility once it leaves your box and there's no sort of tracking and Reporting as as Russell astutely said so uh using the methodology and tools and modern tools to enhance that process was so valuable and it's taking these long times and really cutting them for this particular agency so thank you all so much for that uh now I'd like to Welcome Matt Barrett from servicenow who's going to demonstrate the technology in action Matt thank you so much hey hey folks hope you can see my screen um I'm a senior advisory solution consultant here with servicenow and as we all know at the core of many government processes or documents forms and contracts that all need to be prepared signed and managed we just heard how DocuSign Solutions give government agencies the tools that they need to securely digitize and streamline the creation and workflow management and these capabilities are enhanced when integrating with platforms like servicenow to DocuSign which further promote self-service and Hyper automation across the Enterprise so what this means for customers and employees is that services are easier to access processes can run more smoothly and that can really create a better experience for everyone so to illustrate this with a real world example let's start off by taking a look at Julie Lewis Julie is a contractor who needs access to additional systems as part of a project that she's working on so Julie is going to begin her journey by logging into her self-service portal provided by servicenow and based on her roles a catalog of self-service items is going to be dynamically presented to her so Julie's going to click on the request system access item and will be presented with a screen to help her initiate this request now because Julie's role allows her to submit requests for anyone in her company she kind of has elevated privileges she can choose who this request is on behalf of but in this example here we'll just choose it for herself and then she'll choose the project that she's working on that she needs to be accessed for so TPS system modernization and we'll see the the system fills in her project manager's name now as Julie clicks submit her request is going to be received as a case in service now and Julie's given a case tracking number on the back end this case has entered into a digital workflow which will orchestrate and automate all the activities that need to be that go into fulfilling Julie's request kind of as Russell was just alluding to earlier now the first step in this workflow process is to automatically send Julie an email with a digitized copy of the access request form through DocuSign so this first step was actually fully automated as an integration between DocuSign and servicenow using an out of the box integration scope that's available on the servicenow store now when the DocuSign viewer opens Julie's going to agree to use electronic signature and she'll notice that many of the required Fields here in red have actually already been pre-filled in for her it's a huge Time Saver it helps reduce hours and this information this data came over to DocuSign through that API integration that servicenow made to submit this request to them so all Julie really needs to do here is select the applications that she needs access to for this project so she'll select T Pro and then the environments that she needs access to with for that app so she'll say Dev and training and she needed access to other applications she could go ahead and choose those as well and these check boxes kind of are Dynamic and responsive so if she chooses Dev and sit for that application and then later you know unchecks that you see the checkbox is going to move away so there's business rules this is a living breathing document um under the covers here but as we scroll down um all Julie really needs to do at this point is uh you know click and sign her name electronically now while she's choosing to do this today on her laptop you know customers can easily access the servicenow catalog and self-service portal to initiate requests and do things like signed documents electronically with servicenow and DocuSign mobile applications so DocuSign at this point is going to prompt her to sign her uh her request form so go ahead and hit finish here to submit that document so that's an example of really seamless integration from servicenow and DocuSign to initiate the access request process you know which began it with a catalog item in servicenow and then we saw DocuSign generating the document and pre-filling it with some of the information we passed over to it but in addition to the information that you saw on those red red boxes servicenow also told DocuSign the name and contact information for for Julie's supervisor uh her name is Lisa Ray and the reason that's important is because as part of this approval process somebody's manager needs to review this and approve it before it can get sent over to it for provisioning So Lisa gets an email and simply clicks a review document link and she's going to get taken to Julie's application she'll Ascent to or confirm using electronic records and signatures again but in this view we can see that many of the fields are read only so whereas Lisa you know would make changes to the Forum once it was sent to her uh about whereas Julie rather would make changes to the form Lisa her supervisors really restricted to reading only the fields that that Julie had submitted so that's kind of by Design in this example she can't go ahead and make any changes to the original request but docusign's going to help guide her to the fields that she needs to provide input for so she'll say that this is an additional access request she'll go ahead and check that that box now if she were to go ahead and try and sign this document at this point in time and then click finish DocuSign would actually call her attention to the fact that she overlooked the required field here so she needs to you know validate that the requester's phone number is accurate probably for a multi-factor authentication right so DocuSign is going to help ensure that this approval is complete and accurate by the time it gets it gets submitted now at this point Lisa can choose to create a copy of her document save it create an account here on DocuSign but you know really circling back to where this all began you know the servicenow portal we'll see Julie's case it's actually about to be updated in real time with a document that was just signed by the supervisor and then you know to recap in a matter of minutes we really saw how easy it was for Julie to access a self-service catalog in the servicenow web portal you know initiate that access request which which triggered DocuSign to send her a pre-filled document with data from her servicenow profile here we see that that signed document coming back to servicenow through integration between between those two applications um you know we also saw how uh time was saved by pre-filling in data guiding users through the fields if they need to provide input to and then automatically routing the document to the supervisor Lisa which is more data additional data that servicenow had provided on to DocuSign so making it as smooth and straightforward and streamlined as possible now with this signed approved access request document in hand really the last step is to get this over to it so that Julie can get hooked up with what she needs now this case is already in the servicenow platform I'm going to change hats one more time and let's take a look at our it security agent John and look at what he's going to see so John oversees all the approved access requests that comes in he can do things like manage exceptions provide additional support when needed and John spends most of his day in the servicenow portal for customer service agents he's able to see some key details across the top about high priority cases he's working on or cases that are aging and maybe violating slas this entire dashboard is configurable using low code design paradigms but from here Josh Josh can John can easily pop into the access request that Julie submitted and Lisa approved and once this case opens he's going to have at a glance details helping him understand who submitted this request from what channel when it came in there's this activity stream over here on the right which is a living breathing audit trail that gets updated every time a change gets made to the case and then over here on the attachments we can actually see that signed DocuSign Forum which has been pdf'd and attached to the case here in in service now so John really has everything he needs in order to now provision Julie's access but as far as those steps that he needs to go through what are those things to to actually get her set up with the dev and training environment in that t-pro application um well that's all kind of outlined for him here in the Playbook so A playbook and service now is a step-by-step guidance or process or helping agents to easily manage the life cycle of cases that get routed to them really by guiding them through a series of steps and tasks so we see here the first step here is for John to review the details of the request we can see all that information we actually extracted those check boxes from the form that came back from DocuSign and stored them in the servicenow case which allows us to do things like run business rules perform routing Etc reporting and this whole Playbook right here off to the side has been configured again using low code no code capabilities in the servicenow platform so this is an example of a manual step where a human is being being presented a form and asked to verify it and you know we can go ahead and Mark it complete but we see below there are some other stages other steps these are locked we can't start on these until we kind of move through the step that we're on that's Again by Design in this example here but some of these steps are actually fully automated so what we're going to do here is Click Mark complete and when we do that we'll see the workflow engine actually engage and move this case to the remaining steps here in the process and it skipped right through process system access and what happened in here behind the scenes automatically was that step that workflow step triggered an API into that t-pro application and provisioned Lisa's access to the dev and trading accounts here so Julie's now about to get an email from servicenow you know informing her that her access is good to go and everything that we just saw from the catalog request to the case management workflow the playbooks the DocuSign integration all configured as I've mentioned a few times using low code configuration capabilities of both servicenow and DocuSign which you know really accelerates time to value for government organizations and makes the process easier and faster for employees and customers so thanks for your time and with that Kim I would like to turn things back over to you thank you thank you so much Matt what a powerful demo that was really exciting to see how technology can really make the lives of our employees and the employees of your agency so much smoother you know that really reduce the time to get provision which can make be a game changer because if you're doing it via email today and someone's on holiday or missed your note that could add extra days onto that process and those are days that your employees are not being fully productive so this automated process where there's visibility is really powerful so really appreciate that Matt uh with the time left we're going to take a couple of questions so I'm going to turn it over to our host to lead us through that q a thanks cam we have received a few questions we'd like to address feel free to drop any other questions in the Pod while we discuss the first question and I believe this one is for Ron at servicenow it sounds like this agency is just scratching the surface of all that you can do with DocuSign and servicenow do you mind highlighting a few other use cases that have been successful across other public sector organizations okay well thanks uh for that uh frankly any agency dealing with processes requiring manual forms signature verification they're all great fits for the combined DocuSign servicenow solution um and frankly the more complex the better the more complex and high value the better simply because that's where we can really bring the the capabilities to and help make them shine and solve some some real challenges in the example one one that jumps out the example I gave earlier the Broadband initiative part of that process is for both government and communities to request these federally funded services but then in the process there's agreements for terms and conditions that have to be signed there's obviously proposals requesting funding that have to be you know approved and signed uh the other example that I shared also brings to Bear an example when the licensing and permitting use case for the agency I mentioned uh when a business requests the use of public lands that also ultimately carries contractual terms and conditions and those require signature so those are you know two examples but we're seeing similar examples in agencies uh creating large Capital funding requests tax-funded projects any any organizations or groups taking responsibilities for assets these are all situations where somebody has to kind of sign on the dotted line and and certainly have actions that have to come before and after that signing so so all great examples um across across government awesome thank you so much looks like we have a second question here and I'm going to throw this one to Francis at Deloitte the user access request solution seems very relevant to also address the president zero trust mandate how can it be used to simplify compliance especially when onboarding employees and contractors yeah and that's actually a great question right it's actually one of the enhancements that we're thinking about because I think our initial solution really focused on onboarding right so when the employee starts or the contractor starts what access do they need but clearly around zero trust we need to make sure that within 24 hours of that employer contractor leaving that agency all their access to systems and Facilities has been cut off right so as you can imagine it's just sort of the inverse right and I think in addition to the DocuSign solution helping to Route the approvals for to remove someone's access the other things that we can do are sort of employee Integrations with sale point to do the account management and automate the removal of system access similar with facilities so we we see a lot of um you know extensibility around the original solution that we created to to really help you know address these other mandates like like zero trust so I think that was a great question thank you it looks like we have time for one more question here let's do this one for cam at DocuSign I can see here that there is a strong integration between servicenow and DocuSign for e-signature can we use DocuSign contract lifestyle management as well is there an integration there great question so we are in the process of building our CLM spoke for the servicenow Hub and that product will be launched to this servicenow store in November so just one month from now if you'd like to get more information about that you could put a note in the Q a or you can send a note to servicenow at docusign.com and we'll send you a note too when that has launched in the servicenow store awesome thank you Cam so that'll conclude our q a great thank you so much I think there was one more question I'm happy to take it okay yeah it looks like uh it says uh are there any art institutions or large nonprofit institutions moving this direction if so can you share how it is going for them um so yeah in fact I think we're seeing certainly a lot of our educational institutions large universities you know going in this direction especially around student services and things as you can imagine also sort of Crossing those Enterprise boundaries um to to be able to request different services so certainly see a lot of our our large educational institutions looking at how to apply these these Technologies right to streamline how they deliver services to to their students and um and staff so great great question thank you so much for that Francis that's good stuff and it's exciting to see this is crossing over from government to education to non-profit I think that's really trending in the right direction today I'd like to thank my co-presenters Ron Francis Russell and Matt for sharing this important information I would like to to offer some advice we don't want folks to get overwhelmed at the task at hand we see that problems that are not the hugest for your agency if you can solve those they can have really strong Downstream impacts on employee experience or constituent experience but a lot of times these issues and challenges require people to think out of their swim Lane out of their job description to think about you know the problem that we looked at today was both an approval one in the business but it also spanned into I.T so I challenge you to think about what kind of Legacy do you want to leave at your agency when you're retiring or ready to move on to your next uh your next role what Legacy do you want to leave and I challenge you to look at whether it's a process that you have had to use as an employee of your agency or constituent feedback that you've received about challenges of interacting with your agency how can you align across businesses within your organization to bring this better customer experience to your employees and the constituents our team at servicenow DocuSign and Deloitte is very committed to helping agencies do this and if you'd like to get together we'd love to host a workshop where we talk about challenges that you're facing and um you know help you ideate on possible solutions around those challenges they may not be you know necessarily our technology all the time but you know we see that we are here to support your mission and I think the examples provided uh demonstrated that and so we'd love to collaborate with you on how we can help you go across some of the silos in your organization to provide a better constituent experience and if you'd like to have a workshop like that please answer yes on the chat or send an email to servicenow at docusign.com or if you have a question for specifically for one of our other panelists I think we have a slide that shares um shares our contact information I'm going to be out of the office for a couple days this week so I've asked Ashley Rummel to be monitoring the email box in my behalf I'll be back next week but if you have specific questions for any of the presenters please address those at the contact information that you've received and we look forward to continuing the conversation with you we realize you know we're never going to get to the end of this journey but we are all on the road together and we have to look for those opportunities like our customer did where they were doing a technology upgrade and they used that as a modernization opportunity and I think we can all find those across our agencies so thank you all so much and again we really look forward to continuing this conversation with you