first off I'd like to introduce myself my name is Matt Crawford I am part of servicenows federal technology workflow group as a product specialist I focus on three areas I.T Asset Management I.T operations management and our strategic portfolio capabilities joining me today is Tom Boudreau yeah good afternoon and good morning everyone my name is Tom Boudreau I specialize in our I.T and asset management uh capabilities at servicenow and I've been a practitioner in the asset management space for well over 10 years so I'm excited to share the capabilities today back to you Matt fantastic yeah I've actually been in asset management for about a dozen years working for different companies that focused on RFID and barcode technology so I've got a long history in Asset Management myself but for today's discussion we're going to be talking about Asset Management as it relates to emergency services and from a servicenows approach we're talking about automating the logistical operations to reduce the risks and there are very there are many risks associated with Emergency Services as many of you probably know but we're going to be talking about how we can better help organizations facilitate the back end processes as they respond to Emergency Services before we uh get further into the presentation I just want to remind everyone you're probably on mute uh but we are uh taking questions and the best way to facilitate that if you're using Microsoft teams for the first time you'll see that there is a chat capability in the top right corner and I'm highlighting that here feel free to ask questions as we move through the presentation by opening up the chat with a conversation Tab and submitting your question there we'll make sure that we get to all of your questions either during the briefing or after the briefing another thing that I want to mention is we are recording this so uh you'll be able to review this material after the presentation all right so I want to share with you a little bit about servicenow before we kick kick this off and and get into the granular components uh service now is a global company with tens of thousands of customers to provide uh in the Private Industry and government like our customers have challenges much like those that you're facing every day some of those challenges include dealing with slow inaccurate and inefficient processes relying on disconnected systems which cause bottlenecks and difficulties in getting resources where they need to be another challenge that our customers talk about is that they like the visibility into the usage of those assets whether it's a vehicle or some other asset knowing what the usage is the status of that the location is very important when responding to emergency events and without having a full view of the available resources on an ongoing basis planning and providing the maintenance efforts for those assets becomes really difficult and sometimes it just becomes an educated guess all of these challenges result in delays in emergency response times it also makes the organizations and the response very ineffective which causes in some cases the loss of property and life our solution is built on a cloud delivered platform to manage the resources the inventory parts and the financial data to plan and meet the mission we use automation for capturing real-time data on the availability and the status of those resources to ensure a timely response and when we connect everything from citizen engagement to emergency response which may include things like work orders procurements stock transfers to the field it makes them more efficient and ultimately we're providing an accurate data in the on the back end which is needed for better resource planning and the deployment of those resources and as a result we deliver a faster and more effective response which saves lives and personal property so if an emergency takes place what might be at stake who's affected people Wildlife cattle what's affected the ecosystem including trees the environment homes businesses personal property there are different significant costs associated with emergency events those can be broken down into four groups direct costs Rehabilitation costs indirect costs and special costs let's consider a wildfire as an emergency event the direct costs associated with wildfires include those incurred during and immediately after the fire this predominantly includes federal state and local suppression costs things like expenditures on vehicles Aviation and fire Crews other direct costs include damages to private property local infrastructure such as utility lines loss of Timber and other resources and of course the evacuation of communities as we've seen so often in California Rehabilitation costs are those associated with rehabilitating the landscape to mitigate fire damage in the future longer-term Rehabilitation costs can span many years which makes it really hard to measure what those costs are events such as post-fire flooding can cause additional damage to the environment as well as the increase in evasive species and erosion to the environment indirect costs or costs resulting from the fire that are typically overlooked they include things like lost a lost tax revenue to a county reduced business revenues to prolonged decline in property values and other Capital Investments these costs tend to accumulate once the fire has been extinguished and the landscape has started to be rehabilitated special costs uh in in addition to direct and indirect costs are also longer term and harder to quantify or qualify but they include things like human suffering the suffering of animals nature loss of life and ongoing health concerns the impact on human health can be costly but difficult to account for wildfires leave behind toxic debris in the air soil and waterways which can lead to aggravate aggravated chronic health conditions such as asthma pneumonia and sometimes can even result in death which of course they manage manifest uh shortly thereafter the event or in many years later even harder to quantify are the negative impacts on livelihoods and loss of human life as well as the loss of the ecosystem and the services associated with those environments finally consideration should also be given to the impact on plants and Wildlife truly there's a lot at stake in laying the response to an event ineffective responses cause greater damage to life and the health of the environment server status automation allows organizations to manage the Emergency Management cycle we help connect citizens to government resources so they easily navigate through the process we help agencies optimize their spend on resources identify the location and availability of assets and manage the stock to efficiently prepare for the next emergency event using our strategic project management capability we enable government agencies to manage their financial human and capital resources during a response we automate processes like Asset Management to move stock from one location to another we track the ownership of those resources to ensure that those resources are available during response and we know who's responsible for those assets maintenance and work orders are processed in a connected system so that the field employees can work in concert with office staff to reduce time arts and tools are made available in locations where they're needed for everything from truck maintenance to fire suppression asset ownership and financial planning can be correct correlated to response to a group or an organization to help the continued planning cycle to help mitigate the severity of the next emergency today 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 this is a 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 Road are 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 request through resolution in the video what we were experiencing was a servicenow workflow that helped manage a non-emergency but in the case where we have an actual emergency organizations need to be prepared they need to be able to um respond in a timely fashion and they need to have the resources available when and where they need where women where that event might take place so it starts with strategic planning and priority alignment combined with asset and Resource Management as part of that preparation stage in a real emergency having that clear visibility into the available resources becomes so critical and you need to have them in those in the right locations um planning is an ongoing process so so is maintenance and repair we're going to talk about how we can allocate parts from a warehouse to maintain important assets and those could be fire engines aircraft and other Wildlife Wildfire suppression assets our mobile applications which can be deployed on Android or Apple as you saw in the video can help The Incident Management teams to order parts track assets in the field and submit other requests back to the office where the the whole team can help participate in the event as we walk through the Emergency Management cycle you can see how we can make each aspect of that process more efficient sorry I'm going to walk through how our how you can use our Enterprise asset uh capabilities to to enable that you know where your items are you can get a timely response um here I have our uh workspace which collects all the things that you would need right brings you together what kind of orders are out there what requests are out there any of the transfers that are out there uh all the stuff so you can know what you have where you have it uh and kind of how available that stuff is right it keeps stock and track and asset uh statuses and all those things and everything can be barcode scanned or RFID tagged as well right so we provide a dashboard to kind of showcase where these items are there's uh there's the there's some dashboarding and charting uh to kind of show you what give you a 360 degree view of where they are both by type of asset and by category of asset and again you can turn these off and drill into any of these if I want to look at the vehicles for example I can do so right by Drilling in here so that's available right I can take a look at any of our given locations across the area by looking at our our inventory and seeing all the various stock rooms that we might have and going into for example one of our stock rooms seeing the details about its location and who's in charge but also seeing the assets that are present there and seeing any of like the consumables and the loaners that are available there as well right and all these items can be drilled into to to give you additional details right now this solution I'm going to show you some examples around fire suppression uh and some of those items but you can use it for literally anything and that's part of the value is that the estate here will show you consumable items wearable items Transportation items tactical items right retail medical industrial facility construction all those sorts of assets are available to look through uh there's models for these to help you get started right and but this just kind of gives you a wide sparth of what's possible and where this ends are as you dive into any given item what you're going to see is all the details you would ever need to track right there's a place to track the attachments right so you can include things like pictures of your asset right there's a place to cheat to include the life cycle events of that so when it has maintenance schedules work orders against it leases against it so you can keep track of where those are right but most importantly we keep we have this the asset tags or the license plates right the states and the availability are on this right so we know if it's in stock or it's in transit or it's being used by someone right we know what state it's in is it available for use or is it pending or repair or is it pending an install or transfer right we have all that available and including where it is right we keep to keep track of the ownership of that item as re as well right as well as again using the asset tag or the RFID to barcode enable it so that you can scan that asset with a mobile app and then utilize that to to essentially scan first and then update later right so that gives you ownership in a variety of Dimensions details about the item where it is and you can track all of these things across the board universally right additionally we give you a lot of context around that including any of the associated kind of children assets that are with it right so for example I have some fire blocking gel a breach kit you know tires and engines and brakes and and transmissions and other items right we keep track of the contract that's servicing this so that we understand the maintenance contract and what the start and stop of that is there's a whole area actually for contract and lease management included that helps you deal with when contracts are going to expire and not right we get to keep track of any expenses that have been associated with this item including the initial cost but every time you do work on it those will get tracked as well right and we can keep track of essentially the repair and maintenance logs as well so keep track of the work orders that are coming through it right so for example I have some examples for inspecting the brakes and replacing the pads as a part of the tasks and some maintenance plans where we have a plan for monthly break inspections right you could have these for the fire hoses for anything else that would be necessary to make sure that this stays in operational order again the main goal of this being to make sure that your assets are always available always in good shape uh so that you can respond in kind of an immediate and special manner right now as a part of this you can see that we have some quantities of items on top there's the ability to even swap these out from stock so you can see if I asked to swap it'll allow me to do substitutes but I can essentially find a different blocking gel kit and replace it with like you know maybe I want to get four this time right so I'm going to swap in four of these right because and three of the other ones are consumed and now that will update it will and then we'll we'll now have four of those items on board as a part of the child right additionally we'll be able to um you know deploy it to an emergency where we need to right so I can deploy to an emergency to essentially then issued this item out to a vocation right that will bring up that will take me over to the work orders area that you saw earlier with the maps and all that is available right and then lastly I want to be able to show kind of the work management area which will give you uh kind of a clue into some of the maintenance activities in the in the management around that right so you get to keep track of all the work orders for your folks so that they can be very task focused and operate in a linear fashion to work through those work orders right there's a place for doing templates uh the workholders themselves the maintenance plans that generate those in some cases if they're scheduled and then the work order tasks that are associated with this right including the parts and the stock room items that you would need behind the scenes right or any asset pickups that you need to do as a part of doing a work order right so there's a lot of power here to to manage all those items so you can get your fire trucks or wherever other whatever your Emergency Management assets are to the right destination all right let me flip it over back to you Matt fantastic thank you so much Tom so there are some great resources on service sales website uh feel free to reach out to anybody on the team thank you to our partner caresoft for hosting this event today and thank you all for joining