good afternoon everyone caresoft technology would like to welcome you to our servicenow federal Tech talk Federal Service delivery a servicenow partner showcase before we get started I would like to quickly go over a few housekeeping items please note that all lines have been needed to reduce any kind of background noise during the presentation if you have any questions throughout the webinar please use the Q a pod on the left side of your screen and we will do our best to answer by the end of the presentation or follow up with you offline this webinar is being recorded and a copy will be emailed to you just to tell you a little bit about caresoft we are a trusted government I.T solution provider supporting public sector organizations across federal state and local government agencies including education and Health Care markets at this time I'd like to hand the floor over to our speakers awesome thank you so much Heather and thank you to the kerasoft team for your collaboration and uh just making today happen we we certainly appreciate the sponsorship good afternoon everybody my name is Chade ardani I am joined by my partner in crime Kevin Adler and we will be your hosts for today we are part of the federal team here at servicenow supporting our customer workflows in the dod um and to just briefly describe the area of focus that we have on the platform uh you know you might recognize servicenow as a platform of automation with digital workflows intended for it purposes but today we're going to focus on how servicenow has been able to accommodate workflows outside of it and in the mission space so our focus is how Federal and and DOD agencies are also delivering a mission to the broad audiences that that they serve um and in our experience it's this Service delivery that we often see having very disconnected processes um and in bringing together these different parties uh and the different stakeholders in their in their ecosystem so uh certainly a great need for Automation and digital Transformations like the ones that we're all used to in our personal lives um so take a screenshot of this please connect with Kevin and I uh to learn more um this afternoon we're joined by two phenomenal partners that are going to be showcasing their expertise in delivering to this mission space so over the next hour we will focus on two different federally inspired workflow use cases that uh encourage external engagement as well as automation for tasks in cross-organizational workflows I'm going to drop some links here about each of the partners as we proceed so please keep your eye in the chat box uh we ask that you please participate ask questions we'll do our best to answer them as they come in but know that we will we'll leave some time at the end of our presentation to talk through a couple so to introduce our first partner I'm going to hand things over to Mr Kevin Adler Kevin over to you thank you Sade good afternoon everybody it's a pleasure to meet you and thank you for spending time with us I support the US Army here at servicenow with our uh customer and Industry workflows and I'm excited to hear from Accenture and I'm excited to hear uh new rockets solutions that they built for our mission focused uh scenarios today before I have the privilege of introducing new rocket for everyone on the line I just want to level set and introduce uh make sure everyone's familiar with the tool set that new rocket and Accenture are building with it's our customer and Industry workflows modules here at servicenow there are lots of different moving parts that serviced now and even more in the federal government and oftentimes inefficient processes make serving the constituent the customer the soldier the taxpayer serving that user very slow and difficult and costly oftentimes on the left of the screen you'll recognize that when that user goes to that Federal agency or that state and local agency and they ask ask for something or they need service delivered for them that service request can go into what we call a black hole and you can see all of the connected Partners the employees the constituents the services all of those workflows that are disconnected so frequently in our federal accounts and they have to work with the tools that have been given to them thus to date so we've got a lot of customers in the federal sector working with on-pretta software Legacy tools that are siled that are not componentized so that you cannot read and write and share information from those siled Investments and we have a tremendous amount of use today of federal forms of PDF forms paper forms that need to be manually filled out returned either digitally or through the fax machine and the result of that from a service perspective is it can take days and weeks for that requester to seriously get the answer they were searching for and what servicenow is able to do with our partners is to change that whole experience so that you've got the entire agency working to deliver great customer experiences to that end user regardless of where they are for that Journey so for instance on the far left of your screen you've got that same end user that is in that taxpayer that Soldier Etc uh going through that Omni Chow approach that experience that can do self-service that experience that's very commonplace like Sade mentioned in our private lives at night but the agency then has the ability to track and manage all of the tasks that are associated with resolving or fulfilling that request and that Service delivery through Logistics through contracts through legal through real estate through inspections wherever those tasks need to go servicenow allows our partners to deliver a frictionless experience built upon our tools today so I'll flip this over to Matt but the beauty here is that the reason resulting outcome for these users using a digital service catalog which you'll see and using digital forms that are very very easy and being able to be proactively engaged with issues that pop up the result is that you get the result in hours or days versus weeks and that's a big game changer for our partners and for our federal agencies that we serve today so Matt's going to talk about a solution that's filled with customer service management and with that I will flip the microphone over to you Matt so from our perspective in new rocket let's first just roll into who who rocket is so one is we're an elite partner with servicenow we do obviously Federal Services we also work in the commercial side but additionally we also provide uh support for federal practice as well so once uh agencies and clients go to deploy we also can work with our clients to help them support uh the care and feeding of the platform and also provide you know Direction moving forward from a overall perspective we are a global company but you know heavy us focused uh within the FED practice and from our perspective you know we definitely follow the path of servicenow uh guruism if that's a word where we do uh pursue certifications as well as you know having a lot of experience with our clients and we also strive pretty pretty hard to get a good customer success score so from our perspective uh we have been operating just a final thought around the FED side we we are currently engaged within civilian side as well as DOD and Forza State and ultimately uh we're doing a myriad of different items uh different deployments from I.T to HR to secops to others and also some more specialized stuff that I'll talk about today about myself been around for a while about 25 years uh worked on early platforms like remedy and about 10 years ago make the made the wonderful leap into servicenow and have been working both on the FED side and commercials and with that we'll move into the scenario so from this perspective what I'm going to do is I'm going to talk about a client I won't name names but ultimately it's a federal client that has lots and lots of properties that it engages us within leases and ultimately uh from our perspective they had a lot of challenges with current system and with current system one is and I'll just as I'm building out this bullet point on the right hand side you'll see a kind of a data model of what you're going to be seeing in a demo ultimately we're going to be scratching a surface on capability this is on a Dev box so I'm not using client uh client solution if you will or client data it's all demo data and we did organize it just for this for this presentation today but ultimately what you're going to see is one is the client really had issues um one with difficulty requesting for property um so when it whether it was hey we need new property we need to renew a lease we need to terminate a lease it was all paper-based all you know my paper-based but email based spreadsheets phone calls and it was really difficult and so if what you'll see today is we've established a very simple portal where the team the requester team which are really a team of real estate folks that are working with with the FED clients to help identify property needs and be able to go into a portal to submit what they're finding renewal leases terminates Etc number two and then what you'll see is uh there's going to be three catalog items that were established two for renew that go into General requests that will launch very simple workflows that have approvals and reviews and then additionally for new property leases uh the client wanted to have a more complex workflow and they really wanted to run it like a project because ultimately it was not only acquiring the the property which is a very time consuming real estate you know agents Etc but once they secure it they may actually have to go do construction they may actually have to do design uh you know environmental surveys which was very important for the client and you'll see a little bit of that in the demo and ultimately being able to who manage things through it additionally what you'll see is they also wanted to have a knowledge base to help answer questions up front at a tier zero event number two um they also had the inability to really see properties and be able to understand one is um are they being occupied you know so is there anybody using the property or is it a dead piece of property that they're paying money on and number two is um ultimately being able to see kind of that information but also being able to see other things such as the contracts historical contracts Associated to it so things that are current contracts expired contracts the value of those contracts uh and then finally last but not least is ultimately they wanted to see what environmental laws are impacting those locations so some sites near the coast may have endangered species uh or especially if you have Logistics or operations there may be noise issues that they want to be able to highlight for those properties and be able to understand as they do their surveys and they do their work that they can take those into to account so and then finally what they also wanted was the ability to have reports and the capability of doing reporting what you'll see today is I've actually generated a series a dashboard with a lot of reports just to kind of show you a bird's eye view of the system and be able to you know give you that that good look and feel if you will of what this real estate solution needs to do and ultimately just the the final point on this is the demonstration today is conceptual and capability so uh you know so if you're looking at real estate or if you're looking at any other you know business challenge or business need that does need to have workflow does need to have a portal and it does need to be able to allow you to manage your work properly and again it may be untraditional things um this is where you know you can get your wheels turning to review this with that being said I'm going to move into the demo so to kick off the demo currently we're in service now uh just a very basic portal to set up for the demonstration and ultimately I'm going to be a somebody who's working with fed clients and helping them identify property needs and so from my perspective I need limited access in to be able to submit either a a new property request a renewal of an existing lease or the termination of the lease and so from here again if you're familiar with servicenow this is a base area where I can go in and do civil searches such as lease and then I'd be able to see a Hit List back on here so I'm able to see items such as you know terminate property lease renew lease uh what have you as well as knowledge articles Associated to it based on keyword searches so from this perspective I am able to maneuver through a very simple interface Additionally you also can do more formal where I want to go in and request something so from here I can request something and I can go specifically areas areas such as I did demo fed Leasing and so I'm able to look at this information here and say you know what I have three things I can actually do here I can either propose a new property lease renew a property lease or terminate a lease and so what I'll demonstrate now is I'll demonstrate the creation of two of them just to show look and feel and then later we'll go flip the script and go in as a manager to review the work and to review that area as well So within the proposed new lease so here I'm clicking on this interface and this is bringing me bring up a very simple form to fill out just to save times I'm going to just go here so there's an individual that needs property in California and ultimately it's going to be near Walnut Creek and we want to be able to have that property hopefully secured January 1st and at this point we'll leave the end date here it's not required and I don't have an estimated cost at this point so in essence from a form perspective and this is a low code NOCO event where I can go and create this form add the fields in that I need and ultimately um if for example over time people say hey we don't know estimated costs can you remove it we can always go in there and remove it without calling a developer to do it it's you know you have an administrator go in it's a very simple uh removal or ad if you want to add something so from here I have this information I also can do attachments so from an attachment perspective I can get like I did a satellite view of the uh of the actual Park uh where I think where I would like to be located and I'm ready to go so at this point I can hit submit and so at this point the property lease has been submitted But ultimately I've routed this form or this service catalog item to project so this is actually being into moved into a project area that it will eventually go through a review cycle and if it's proved then it'll go on into a more formal project so I'll look at we'll look at that form in a little bit just to show kind of capability and where you can route but ultimately I have my information here um again I'm now the requester confirmation that I submitted I can also put in uh information so please give me a call so from this perspective I can go in and just add additional attachments and other notes so from this perspective as a real estate Advocate if you will for my fed clients I've just submitted something that used to take me a couple emails to get moving but now it's in a work queue and a service desk for the real estate team and they know that this is my request out there date timestamp and all that good stuff additionally I also am working with the same client and I want to be able to do a renewal so from there I just go to request something and I'm going to go to renew property lease click there again uh new form I can identify who's requesting I can change it if necessary I also can pick locations that are identified as part of this so I'm going to look at Indianapolis as the location put in any additional Reasons I'm just going to say I like the space or they like the space right like the space any other attachments which are at this point not required and additionally as I'm looking for this I also if I'm a new person I also have related articles so I can say you know what I am new here and I want to make sure I'm putting the right information in so I can go to this knowledge article and for the sake of time I'm going to just open a new tab so from a new tab perspective let me do that really quick here so from a new tab perspective I can go to the knowledge article here and then also be able to see any type of um additional information that's attached to it so at my fingertips I have um you know all the information I need for this request form I have related articles that can help me you know understand what I'm doing or provide additional information for me as a submitter and be able to um you know also rank the rank items as well but ultimately at this point just to summarize I've come into this form I've identified who I am again automatically I've identified the location that I'd like to renew at this point information about it any attachments and also I looked at a knowledge article to confirm that I'm doing it right and right information and then from there I can submit and at that point there is an hour request here for requests uh was it 116 and then from there I can renew the property at least review that similar look and feel of activities attachments additional details as well so from this perspective you know what I've done in less than five minutes is I've submitted two uh pieces of work that have gone to the real estate desk they're now in queue and for my from uh when I flip the switch I'll be the manager and be able to look at this information and be able to manage it as well so I will um keep going and I normally used to uh doing questions but at this point I'll just uh keep moving along here all right so with that moving over here so I flipped the square at this point I flipped this the script on it so now what you're looking at is I'm now the manager and uh from this for this demonstration I generated a dashboard that has a series of tabs so right now is my work management tab I also have location and values so I can look the locations of what where I'm Leasing and the values of that I also have a listing of expired contracts and when they're going to expire and this for the FED partner was a very big deal um and actually still is because they're still compiling the information but ultimately it's it's they're called very they're caught in a lot of reactionary situations where a lot of the information was you know in documented somewhere and not represented in a you know system that is it was able to provide a visual or even proactive notification to say hey you're 90 days out for an expiration of a 600 000 you know a year lease you need to look at this before you you start getting in the legal rang and leans if you will with um trying to fight at least that you don't need and then additionally for environmental laws you also have this as well so you're able to associate the environmental laws that are on the books within the system to be able to associate it to the property I'll go into more of this information later But ultimately I want to look at the Work Management perspective so from a Work Management perspective I'm able to look at you know ultimately what's in my queue so what's new what's renew what's terminated but also I added a couple quality assurance items here as well such as I noticed that there are two assignments that are do not have assignments and I also have one that's missing a location so from here I can go in and say from a work queue perspective I'm going to go and click here I'm going to look at these two that need assignment and so I have these two items here I have one renewed property lease for a place in Troy Michigan and then I have another place that has actually is missing the location that I need to add so from here I can go into um and I'll go into this first property record here so this is the property record for uh renewing and so from here I'm able to go in and oh I made a mistake on that one so from there I'm able to establish that Indianapolis Street at this point and then additionally I can go in and be able to um you know review this and update the record and additionally for assignments I can go in and from here I can just double click and I can go look at and assign uh to specific groups on the Fly so ultimately I can go in and be able to manage not only directly from the record itself so if I go into the record for Troy Michigan I'm able to look at this particular record and be able to see um you know the item details sorry that let me go over here let's say I've got a little Sidetrack there there we go let's go to the renew area so if I go into the start with that leaf I go into the renew area I'm able to click on that so what I'm able to see in the renew area here is I'm able to see the actual request item itself and be able to see um you know ultimately the requester location and then who's requesting in the original items that were submitted in so from here I'm able to manage this and be able to assign the work and complete the work as well and then just to wrap up I know we're kind of running short on time here but in terms of wrapping up what I want to end on if you will is going back to the favorites and going back to the dashboard so from a dashboard perspective um what I want to do is just take a look at the value that the client has really loved and which is ultimately the ability to review from a location perspective be able to move to a location so what I'm going to do here is I'm going to do drill down and move into location record and really allowing servicenow and the ability to associate and relate data together has been huge in terms of a value for the client because it gives them that visual capability to be able to see in essence what is influencing a key piece of data and ultimately how they can you know react or proact uh against that particular area so the final thing that I'll show is as I'm moving into this location I'm able to use and this is all out of the box surface snap capability report capabilities and be able to drill into actually let me go back out one I know there's a better one here so let me go there we go so go in here so I'm able to go for example into La Jolla and be able to look at this particular property and I'm able to then go into the actual contract itself and be able to see the contract that is here so at this point I'm in a five-year contract for La Jolla and be able to see the yearly costs and everything else to it and additionally I'm able to go look at the location Associated to it and if I need to Pivot to that location and review it then from there I can go to this location at Silver Street click on the location I can say you know what this is more information this is great but I want to look at the location itself and I want to see some of the history so from there I'm able to go to the location I'm able to see the contracts both expired and and active and then from there I'm also able to look at environmental laws that are particular that are potentially impacting this particular site and I want to make sure that I'm aware of those as I'm as I'm managing this because for example the environmental laws will impact if I have to do renewals or I have to do inspections these are things for example california-based laws have to be taken into account and work has to be applied to it which again from a servicenow perspective um you know again I'm scratching the surface on the request area would be able to support with workflows and tasks and then a final note is if I'm pivoting to the environmental side I'm able to look at the environmental law and I'm also able to see all the sites that are associated to this particular law that I need to you know take into account and be able to report on as well so with that I'm going to wrap up the demo and I want to see if there's any questions if not um I'll just turn it back to the uh to the team Matt thank you it's Kevin Adler there is one question and uh that Dean asked before we proceed with the second portion of the presentation uh Dean you asked what are the customers do in this portal it looks like the internal screens so far correct Matt are you able to address that uh can you repeat the question I want to make sure I understand that sorry about that sure you you initially showed Matt that customers go to the portal and put in the requirements uh for Walnut Creek and they put in that Port the picture of that of the area that they wanted but Dean is asking what do the customers do in the portal it looks like internal screens so far oh um so from a portal perspective um they're able to come in here and be able to submit um additionally again this is from the demo perspective if we want to be able to have them review existing items or be able to do additional work we can provide that capability fantastic uh thank you so with that uh I'll I'll twist it over to you excellent and let me just share my screen again so um before I I introduce our second partner um what we just saw was uh what that Matt brilliantly demonstrated was leveraging our customer service management to request property and to manage a complex work workflow and and ultimately bring it to resolution um to build out of that out of the box solution that we just spoke about servicenow has actually built industry-specific Solutions on top of our traditional CSM and we're really excited to introduce our public sector digital service solution and with this um bringing a government-specific uh solution government specific data models experiences and workflows so this is something that has been purpose built to address the complexities in government agencies in including how they interact inter-agency to interagency uh or I'm sorry interagency agency to agency Services as well as public facing or constituent focused use cases so with that I'm going to hand things over to will at Accenture all right well I really appreciate the opportunity to come talk to you guys thanks so much I'm going to do the same thing that you guys kind of ran through a little bit about who we are and what do we do you know Central Federal I'm sure all of you guys have probably heard about Accenture we are one of the largest servicenow partners that you have in the ecosystem especially on the federal side globally we've got about 15 000 resources and the federal sector we have um a little over 300 and we've got somewhere around 900 certifications that we really uh lean into with our platform partnering with servicenow to make sure that everybody that's engaged on the platform has the right experience to be able to deliver the right outcomes on those things not only are we one of the largest Partners but we're also one of the largest customers so outside of people like ATT or the Veterans Affairs we have Accenture who is one of the largest adopters of service now as a platform so I would normally say that we eat our own dog food but I keep getting slapped on the risk for saying those things we drink our own champagne we do support service now as both a customer and as a as a market leader um a little bit about me uh I am one of 182 I just learned this the other day 182 servicenow certified Master architects around the globe there are currently 56 in the United States six of those are at Accenture Federal I am one of those six um I've been doing technology things for a little over 20 years and that kind of covers the whole gamut of everything from Enterprise I.T to Consulting and managing Cloud platforms too now managing Cloud uh servicenow and the architecture and delivery of that I'm also a Marine Corps veteran so I know while Kevin was saying he supports the Army and like I'm about that a little bit uh the Marine Corps is obviously the better choice of services to go out and support so I'm going to have to give the shout out to my Marine brethren so what are we getting into right one of the things that we want to talk about is the foia process Chade uh asked me to come in and talk about foia and what are we doing with foia and how are we building it onto the platform I think it's the important thing to note that when one of the essential Citizen Services that the government provides is the ability to ask questions to our government about the information that they have in their hands now not all of it is going to be something that they can share but the ability to even ask that is important so I put this quote up here from Thomas Jefferson saying information is the currency of democracy said Thomas Jefferson maybe because when I looked at quota they said it might have been attributed to Thomas Jefferson but is never directly captured him saying it so when we look at the foia challenge what are the challenges that we see from a foia process and how are we building it into the servicenow capability uh service now platform as a capability and how are we sharing that across our government customers so one of the big things that we see especially as it comes before is a huge backlog of requests part of this challenge is because when we get into um foia and the request there's a huge volume of requests that come through so right now some of our customers have a back level of about 13 000 different foia requests which if they continue to work at a steady Pace would take them two years to clear out only the backlog not including any new uh any new requests that are coming in part of the challenge you have is across different customers there's a dynamic data set that you're asking for right you're not going to ask for the same things from the Department of State that you would ask for from USDA or fish and wildlife services or whomever so you have to make sure that any solution that you put in place is dynamic enough to be able to capture those requirements from a data input perspective so that it can be routed and the request can be routed and managed the correct way to the right people so that you can provide the correct information back to whoever the requester is and like I said not only is it that you're making the request but you have to review that request and when you're responding back making sure that you're getting the right information back and not all of that is able to be shared so the ability to be able to review and approve the information that's coming back and potentially Garner that information from a different agency if you're coming from DHS and you're asking for specific specific set of information that one of the other agencies might have you have to be able to route that between those and capture that data and manage request and manage that ask because now the foia request is spanning multiple agencies so how do you capture that what are you doing from that perspective and how are you reporting on those things to make sure that you're tracking the resolution of these requests for your government agencies so one of the things that we have is a better user experience for that how have we done that Accenture Federal has what's called its intelligent forms engine so it's intelligent the intelligent forms engine does something that's very unique and it's built on the servicenow platform into the uh into the the customer workflows portion one of the things we're doing is taking those digital forms or those paper forms that the government has already creating a digital forms process from either OCR recognition or from a digital recognition piece that goes in and validates the data that's in those forms and makes sure that we're putting the correct workflow behind it and then adding those areas where we have workflow and approval and e-signatures where needed to be able to integrate that form intake process into the existing foia process this is really important because it provides a better more leading experience for citizens to be able to come in and make those requests for any kind of data that they might be looking for on any kind of form that they might be looking for we see a lot of different forms that come from things like your sf86s or your SARS or your whatever it's going to be the foia process is no different on that on that front so when we look at how are we engaging how are we making sure that we're streamlining this process to be able to allow citizens to be able to make those requests and then route it via a workflow an intelligent workflow on the back end servicenow makes the most sense on how we're doing that we're looking at the possible data aggregation for what we're looking for from a hey how are we seeing this area this data come in from different areas different parts of organizations different agencies different departments are we able to make this a more quick response by saying we've seen this data we've seen these requests come in and moving those along more quickly to be able to help shovel out that backlog uh of requests that are coming in so one of the ways we're doing this is by taking forms that maybe not are already not in a digital format and creating them into a digital format we do that through a combination of platform intakes with the OCR recognition plus a coupling with um a a capability called hyperscience which allows us to manage the digital intake of those forms when we get into that point where we're creating those digital forms it allows us to start creating that form Library so that when we get into the point where we're managing this across the public sector digital service psds with servicenow we can take the forms that we've already built and the templates that we've already built and the workflows that we've already built with the capability of the intelligent forms engine on top of that and we can start sharing that across the government agencies so that there's limited rework and they can quickly interoperate with this capability across the government and across those government agencies and they can see the kinds of workflows that we're putting in place with the kinds of uh requests and digital form actions that we're taking across those different agencies and government-wide one of the big questions we get is can we take the work that we've done at other agencies and other parts of the government and reuse that well in this sense we could because we're taking the work that we've done sharing it across the psts ecosystem with our capability that's already built onto that with these templates that are being created and then we can move forward much quickly so that customers can go out there and actually start integrating that digital process into their foia request piece one of the things we want to look at is how are we managing that piece what's the workflow behind that going to look like well the typical foia workflow looks like a request review redact respond type workflow the citizens are coming in making those requests we have to make sure that the requests are valid we have to make sure that the data that's being asked for is the right kind of data that it's the right thing that they're asking for that it's able to be requested and then we have to go look for that data and look see make sure that we can respond to it have the data available can actually go out and pass that along so if you look on the right hand side here we're looking at the record search validation and consultation we're looking at hey this data is coming in this this is being made from a citizen request and we have cases this is a workflow example from the Department of State so when we look at how are cases and referrals and consultations being managed and tracked we're looking at those areas in the different groups that will be responsible for responding to those types of requests and then moving into the review and response piece one of the challenge is that we have is when you're responding you have to redact certain information so when we're integrating with things like Adobe or some of the other capabilities that allow us to go back and create those PDF responses and create those redactions on the platform itself that ability to redact helps us be able to quickly respond and manage the responses to those things and then keep those artifacts of response so that we could quickly respond to Future requests for the same kind of data and as the information becomes more readily available or changes or uh you know the ability to make those requests changes on how you can respond back we can quickly update and manage those redactments through the digital footprint that's created using intelligent forms and the digital records that have created in service now the nice thing about all of that is when you're managing those requests and they're coming through we're looking to Leverage The workflow of the process to be able to bring in those form intakes how are you creating those new forms how are creating those forms in the system what do they look like does it look like a form and service now no not necessarily the idea is that we bring those forms in whether they exist or not into the ecosystem bring them in bring them into the platform bring them into servicenow bring them into an area where customers don't know the difference on what they're seeing so they'll see the front end form that looks just like the digital form the government form that they're going to be filling out and when they get to the point where they're submitting and managing and tracking that process that everyone everyone end to end both the citizen piece the user piece the responder piece the approver piece everyone's going to be able to see that form in its native format so there's no question about hey where is this data what am I looking for what am I looking at the the rework and organizational change when I find those things is limited based on hey this looks familiar right so if we're looking at the familiar form intakes and we're managing the request and the easy the easy intake of those forms the easy creation of those digital processes that's where servicenow comes into play we're able to build that in we've got this capability built out we know what it's we know what it looks like we know how we're trading in those capabilities so that we're bringing the forms in and then how we're building out the workflow behind that with some intelligent automation that's looking at the forms doing some intelligence of hey these forms look for these data fields and we're creating those and then we're moving forward and then we're able to quickly report on those too because one of the other pieces that we're looking at from a reporting perspective or from a foia perspective is how are report reporting on those cases how are we reporting on the metrics for what people are requesting how many requests have been made to what agencies for what kinds of data at what classification level and what is the status of those requests so bringing in that form logic that has that stuff built into it already with the workflow behind it allows us to easily track and see from a higher level where those things are at whereas traditionally you wouldn't have been able to see that kind of data in any one place now you can see all of those different kinds of requests that are coming in and manage the flow of those requests that are coming in so I know that we're looking at being building this in on a a case management solution and the reason that we do that is because we want to use CSM to be able to manage a lot of those external contacts with uh with the overall requests that are being made it is transforming that essential Citizens Service because we're building CSM in on top of the intelligent forms capability integrating with some of the other capabilities that are out there to integrate with servicenow from an adobe perspective or hyperscience perspective or OCR perspective anything else that they might have in there and then moving that into an archival perspective so how we're looking at managing and maintaining and responding to those digital records is bringing it within that CSM framework and then sharing it and making it available to our federal customers using psds has been a huge jump one of the things that psds allows us to do is take those capabilities that exist that we're bringing to the platform that are more configuration or customization to the platform itself outside of the normal capabilities and then sharing that across the government which is something that all of our federal customers are able to benefit from almost immediately and then that Dynamic form intake when we're looking at the dynamic data behind that when we bring it to psds Crossing those interagency boundaries and making sure that we are tracking those Dynamic form Styles and types so that we can report on those and then share those across our customers is really helping to accelerate the adoption of something like a foia process into the platform itself so I've got the bringing it all together here but you're looking at those processes between foia and the intelligence form engine and psds and servicenow and CSM and looking at the ways that we can couple all of those capabilities together to make it so that there's one seamless integrated capability that they can adopt quickly across the processes to get this capability in place for any one customer I think a lot of customers are looking to Pivot to a more digital more digital capability around foia but it's it's one of those things where we don't want to have to reinvent the wheel every single time so this allows us to do that stuff um if you guys want to connect with us and see a live demo of the intelligent form engine in action I was planning on having that here today so I'm sorry that it's not up and running but it it uh you know it is available to see and if you guys want to see it feel free to connect with me and I'm happy to share that with you and show you how it's taking those forms and creating those forms and creating those workflows and and bringing it to psds and how we're able to quickly integrate that interior ecosystem so thanks for having me Sade I really appreciate you guys and you know if there's any questions I'm happy to answer any questions that are on that excellent thank you so much will great job um I mean I had I'm going to have Kevin just address a few questions that we've gotten kind of in private um and then if so if anybody wants to submit some that now is the time and while we're waiting uh Sade let me throw some questions at Matt um that I received so um Maddie can you hear me okay yep I'm here so we got a question from Linda she asked um is the real estate solution that you walked us through is that out of the box from servicenow no it is not but it used all out of the box uh capabilities so what you so what what they're doing is um low code no code so it's configuration of forms uh but ultimately it's leveraging most most of the things you've seen there was leveraging uh uh request project as well as location um there's only I think two forms I had to make custom excellent but actually the follow-up question for that one is um ultimately for what servicenow provides out of the box right so if you know when it comes to for example it or HR or what have you there are you know these modules and and structures and Frameworks that are already in place and servicenow's done a great job kind of establishing the base and um some best practices but also when it comes to CSM uh the beauty of it is it provides the base and the framework but then you're able to do things such as real estate and foia and again we've worked with clients that you know actually manage uh armaments and other things where it you know moves far away from like I guess traditional items and you know the the solution does allow you to Pivot and to represent uh you know the data that you need and the processes to support that transaction and also the entitlement security you know who can who can for example request uh you know access to a firing range as an example sure perfect okay awesome thank you any other questions for Matt or will or Sade or myself you can enter them into the chat box um there's one I see there is a question about getting a copy of the decks presented yes we can make sure to distribute that as uh as follow-up [Music] all right well first of all folks uh thank you for for spending your afternoon with us um you know we really want to give a big shout out to uh will and Matt really the purpose of today was to expand the mind of you all in the audience for what the art of the possible um with out of the box workflows and and service now what we can do and shed light on some of these uh brilliant Partners um so I've put some links in the chat please take a look at their their profiles um they're you know it's it's it's rare to come across folks that can uh solution and provide the actual delivery and and implementation very flawlessly so I applaud you and I appreciate you both thank you to the Accenture and new rocket teams big virtual Round of Applause thank you all for for joining thanks Sade and Kevin for setting it up and uh for the time thank you of course thank you thank you really appreciate the opportunity