[Music] foreign [Music] we're going to show how service request playbook in public sector Digital Services and field service management help lower your cost to serve while delivering frictionless customer service experiences Emily is a resident of Solana and while on her way to the park with her kids she notices a large tree down in the street blocking Road access pretty big safety issue so she's going to let her City know about it her city's web portal has a wealth of 311 options for reporting issues she can initiate a case for this downed tree with 24 7 conversational support via chatbot which guides her through the steps of initiating a case she also has the option of submitting a case through the simple configurable self-service forms in the portal options are available at a glance from within the services tab after providing details of the issue requested by the form along with a picture she submits the service request the progress of this case can be tracked from within her portal assuring her timely details when we switch over to our government service agent Jamie he sees a list of all the submitted service requests from constituents he starts working on Emily's case with the help of service request Playbook this out of the box Playbook walks Jamie through all of the necessary steps to close this case quickly he verifies all the details are correctly provided and moves it to the review stage starting the next workflow as he follows the Playbook he's able to confirm via the side panel if there are other similarly filed requests it looks like a few other people have also reported this tree so from within the case he can indicate this is a parent case linking the others as child cases so everyone will receive updates as the tree is removed The Playbook then creates a task for Jaime to track the investigation where he can enter additional notes request resources and secure approvals for the project he can even request a work order from directly within the playbook for the field technicians to visit the site to complete the approved work let's move over to our field service dispatcher workspace our supervisor uses this workspace to schedule tasks and work orders for the technicians out in the field we see the task for this fallen tree in her pending dispatch list which populated from Jamie some tasks require a crew of technicians to address which is noted as a requirement for this tree removal Lisa is able to create an ad hoc crew on the fly directly from the dispatcher workspace this allows her to select from both internal resources as well as external third-party contractors who have the required skills for the task Lisa creates a crew and names Cindy as the leader when adding members to the crew she's presented with members who have the matching skill sets to ensure that the task is resolved the first time minimizing multiple visits in a few clicks our Tech Anthony is added to the crew the workspace also provides her with map views to see the current locations of technicians out in the field with the right crew assigned to take care of this tree removal Lisa drills down to ensure that they have the proper tools with parts requirements she sees that the right tools are already reserved for Cindy and Anthony to clear the tree in the field our Tech Cindy has access to all of her assigned work order tasks on the servicenow agent mobile app she selects the task to remove the fallen tree and is able to pull up details like those Reserve tools and any knowledge articles about safe removal techniques she accepts the task and indicates that the crew has started work tapping start work allows the city to track how long tasks take to complete and doing so provides data to allow for better prediction of similar issues in the future once she and Andy are done and the park and rotor safe again she adds her notes and closes the task to complete the job immediately after the work is finished Jamie is notified in his workspace with the next automated steps in the Playbook available for him to complete he makes his final notes and closes out the case informing Emily and all of the other constituents who reported this downtree of the resolution when we return to Emily's view we see a notification in her portal that the tree was removed and the road is clear she's thrilled that the interaction was so easy and she provides feedback through a satisfaction survey from the city this is how service request Playbook and field service management enables governments to digitize and automate non-emergency public requests and lower costs to serve while delivering frictionless experiences from requests through resolution