welcome everybody to our bi-weekly Digital Services Forum today we're going to talk about Native mobile as a servicenow system of Engagement and I'll kind of show you how we're weaving that into our bigger discussions as we go forward all right before we start we always go through and talk about the Digital Services Forum what it's there for what it is and why we started it a little bit so if today's your first time if you could just drop your name in chat and where you're from we'll be sure to get back to you and uh the others on the group can welcome you as well we do have this main link on the bottom which gives you connectivity to everything that we have on the flum so sometimes you'll see people that are doing demos on our system so we have a link to a shared instance you can demo from all these videos we always put up on YouTube afterwards and so we have a playlist of our last two years of calls that you can get to on YouTube and then we'll also have a home where we put stuff on the community so this is other stuff we're sharing things like white papers and videos that got shared by our presenters we'll make sure it goes up there so if our presenters today have some information we'll be sure to put it up there with with the link with the video so the goal of the group is to help people lead their digital Transformations and so everybody on the call most of the people are using the servicenow platform to run through their digital transformation and that's what we're really trying to enable the members to do and the way we do that is through sharing so if you come on and you did something really cool or if you did something that you struggled with a bit we want to be sure to surface that to everybody else on the call so they can learn more about it sort of like we're doing today we're going to have somebody that's talked about on the from the customer front that actually used mobile and then talk about a little bit about the process about how they got there it's hosted by the Enterprise architecture team and these are most of the time the way we're getting information out through the Forum is through these bi-weekly hour-long calls it's some other interactions we have like special events would be a workshop and we did a workshop on csdm a couple years ago we had about 60 people we broke out of the groups and we all did our own design and then brought them back to the main group and we also did a couple knowledge events so those are some of the things that would fall into that special event category all right so our agenda for today is we're gonna go in I'll just build this out I'm going to talk a little bit about the public architecture because I know a lot of people that listen to these calls are using servicenow internally so they're using it for it so I want to talk a little bit about the concerns once you start saying okay now we're going to put something up for our customers or in this case our our citizens or our students and then we'll have Santa Monica come in uh Jeremy's going to talk to us a bit about how Santa Monica is using mobile to serve their citizens then we'll have Todd come in talk a little bit about mobile and how it's different engaging the mobile teams than than the regular teams you might talk to on service now and then Jim's going to tell us we're going to spend most of time on Jim telling us about the blocks to kind of put it all together and then at the end we'll open it up for kind of plans on mobile whether it's mobile that you're using for your employees mobile you're using for your agents or mobiles that you're using externally and just see what everybody's plans are around mobile right so a little bit about the architecture when we get brought in there's a lot many times we get brought in and in fact probably like 98 of the time where they've been using servicenow for it for a long time and now all of a sudden there's this external project that we're going to start using it externally for our for our customers and there's a lot of concerns that come up when we're taking this thing that is seen a lot of times as a as a tool for it and we're taking it now and we're putting out in this space where it's our it's our main interface to our customers so these are some of the things that come up content management not really big when you're doing an internal portal you know it might be a little bit of a concern but when your external CMS systems are a really big deal web hosting is another thing right A lot of people don't think of servicenow as being their customer facing website so a lot of times we have to explain that we know you only have 200 to 500 users on a day because it's the internal system what's it going to look like we have 10 000 or 50 000 customers on a day so all these things come up as big concerns that you have to have conversations about before people will make that decision to move and a lot of times in the seats that you're in as as owners of the platform or owners of the different parts of service now you have to have these conversations so things like Financial gateways uh social media and mobile I have these in blue because these are where we these are where we develop a partner Network and today we're going to talk about mobile and specifically public facing mobile and how that fits into the how that fits into the fold and we're going to talk a little bit about an actual engagement where we said we need to have Mobile in order to do our public facing Services we need to offer those services on mobile and so as The Architects this is in the service owners this is what you have to be prepared these conversations in each of these blocks so that we can help you with that in architecture but today I'm going to hand it over to Jeremy to talk a little bit about how they did mobile and Santa Monica and how they came in and actually approach this when they said we need mobile with CSM together so Jeremy I don't know if you want to screen share or I think you just take it from me right yeah that sounds great thanks so much Sean thanks let me just share my screen with everybody um so I'll dive into the numbers in a little bit and kind of go over what we're seeing specifically related to mobile but just kind of wanted to start with a little bit of background on where we came from as a city um and sort of the time in which we started engaging on the mobile so um for us as John mentioned servicenow has always been an internal resource right it's always been an internal I.T resource for us handling tickets uh helping all of our colleagues and ordering computers or whatever it may be um and what we recognized at really at the onset of the pandemic was there was a huge gap in our service delivery and our ability to provide services to the community because City Hall was closed uh you know a lot of our staff weren't available and things like that and so um we took the resource that we were using internally and then started using it publicly in order to really accomplish the same goals start to collect tickets start to collect cases um and help our community members in resolving those issues and so we built out things like graffiti removal or trash pickup all of that and what we recognized is that while the web is a great place for people to come in and start to submit tickets while we wanted to continue to provide services over the phone and email the mobile app really provided us a unique opportunity that we weren't able to get with those platforms and so we started looking at opportunities to create a mobile app specific to Santa Monica and found great Partners in new rocket in order to build that mobile app for us and so while 3-1-1 is what we're calling our system and you know that's sort of the core of what we're doing is a traditional 3-1-1 um we recognize that the mobile app needed to be more than just that too it's the core of what our mobile app is um but we weren't going to expect the community to download an app only for that purpose and so we have a lot of things that are feeding through their you know common questions and FAQs news and we have some pretty exciting engagements that I think Jim will be going over that we're looking at for the future as well of our mobile app um so just kind of diving into the numbers a little bit you know this is the bar uh the pie chart that you're seeing here sort of since the Inception of our system um and you'll see that mobile app since we launched it has gotten over 15 000 submissions making up 21 of all the submissions that we're getting across the city um it's significant in the sense that we had an old system it was um out of the box mobile app we had no ability to customize it or to fit sort of the needs of our community it was very limited in what we could do um and over the course of that system maybe four or five years we had a total of somewhere around 5 000 submissions and since we launched this system about a year and a half almost two years ago we've already had over 15 000 submissions through mobile alone so we're finding really high engagement in our community which is great um you know we things like graffiti or potholes or those things that are out there that are really impacting the community this has allowed us to really create a a joint consensus with the community where they're able to report things that we're not always aware of or able to see and then our team's able to go out there and really provide better services to the community um by getting on those things really quickly um so just to kind of give you some sense of what we're getting a lot of you know these are open cases by category or by teams um and then when we start to dive in here you'll think we're able to close about 1600 cases already through the 11th of May and we're getting things like bulky items graffiti trash Etc Jeremy how many of those do you have well it's about 60 right about the different categories that people could submit tickets for yeah we're up to about 60 65 and we're always finding cool new opportunities to um add things you know we we have I'm not sure if anybody else has seen it but we have these little delivery robots that popped up one day in Santa Monica and we're like all right we need something in order to do that and so the system's really flexible which is great we're able to turn that around in you know an hour or so and get that out there for people so all right um and then what you're seeing here is sort of a breakdown of website versus mobile and I think what's really interesting here is where you see how people are engaging with certain things um you'll see that graffiti removal is our most common and mobile app really makes up a significant portion of our submissions uh versus web and so what we've noticed with that is when people are walking around the community right and they see something like graffiti on the side of a building they're able to open up their mobile app take a picture right there in the mobile app and then record it um with something that they already have in their pocket something you know like or a bus pick up right if they're at the bus station and somebody misses the stop right they're able to really just instantaneously engage other things where you know it's almost 100 percent uh website based is where somebody might have a concern and is in front of their desktop or something that makes more natural sense there um yeah and um bulky item things like that so like I said this has really been a great tool for us I think the flexibility for us to continue to evolve it has been great there's no conversation that we've had with new rocket yet where they've said hey that's that doesn't make sense in a mobile app where we can't do it so we come to them with some pretty wild ideas and we're excited to continue to build that out and continue to see these numbers grow for our teams and do you have an idea how many um how many different service desks are you passing these tickets to yeah it's a good question um I think we're up to about 50 or more let's check it out so we do have a primary 3-1-1 team that um is sort of our go-to for all the tickets and then our fulfillment teams let's see um yeah so we're up to about 63 different teams that are actually in there closing out tickets okay so some teams will get multiple multiple types yeah and I actually have the website in front of us you can kind of see the types of pieces that we have here and so um we've broken them down in these categories just to kind of match the taxonomy of our website um but you can kind of see the broad Strokes of what we're dealing with in the system so you know something like homelessness uh all the way to parking contesting a parking citation or help with our businesses you know a big thing that was really impacted obviously during covid so helping people get certain permits or report issues with the process and those kind of things so it's really given us a lot of flexibility uh in what we're able to handle and before this all the teams were responsible for answering their own phones their own emails and when we rolled out this system we were really able to consolidate everything into one so our 311 team is able to grab a lot of those tickets uh before it ever makes it to somebody and from an efficiency standpoint it's allowed us to have 3-1-1 staff handle tickets that maybe an architect was doing before right and so we're spending an architect's time and money and salary dealing with things um then maybe now a 3-1-1 representative can do and so they're really spending 100 of their time on the core duties of their job which has just been invaluable for our organization so so great so with that I think I'm going to hand it over to the new rocket team all right hi everyone my name is Todd Basher I'm a chief product officer here at new rockets uh and I'm happy to start uh talking about how we formalized this particular solution and uh definitely not going to try to to sell but I do want to clarify a few things about how this is different than servicenow's mobile offering and then I'll hand it over to Jim for a demo uh a little bit more about new rocket uh you may know of us from our portal at work but we are a global full service servicenow partner and so we do everything on the servicenow platform in addition to the mobile offering that you're going to hear about today uh so let's talk more specifically about uh new rockets data mobile solution and this is all centered around a mobile framework essentially the key areas where this is different is we're trying to fill some of the gaps uh between these use cases like uh Public Access in a three-in-one situation where servicenow doesn't quite have the support with their native mobile offering so for example having complete control over the user experience this is really important when you're trying to get a unique experience or get that fully branded experience we're able to control that and then get that branded app into the public App Store instead of just a private app store all of the work that we're doing Works seamlessly with servicenow and as I'll talk about later we can also integrate with other third-party tools and then another significant area where we differentiate is around getting access so not only do we support the office authentication methods that servicenow uses but we also support Anonymous connection Anonymous interactions over a secure Channel and Jim will talk a little bit more about that that oxymoron there where you have secure Anonymous uh interactions uh what are the great use cases certainly the 311 Civic engagement type use case is ideal you want a branded experience you want the public to be able to interact with your information with the forms and you want to control that experience while still maintaining the app through servicenow and taking advantage of all the workflow goodness that you get on the servicenow platform another really good use case is around higher education and being able to engage with students faculty staff parents all in a personalized way this is a great way to extend the mobile capability to them we have use cases or sorry case studies for both of these on the new rocket website I encourage you to to check that out and then I really want to go into more details about how we compare with servicenow's mobile offering and I will say that in the vast majority of cases we do recommend servicenows native mobile offering and we help Implement that but in these use cases like 311 in higher education where we want to really go beyond those standard capabilities that's where we have our framework uh one is around that Anonymous access it's not just about getting information it's about being able to support uh you know submission through Anonymous channels as well and that is a pretty prominent use case in 3-1-1 situations uh in retail and we want to be able to to help with that being able to Brand the app more substantially is also a point of comparison we have complete control over that whereas with servicenow you have you know certain things that you can change with the UI with the color scheme and uh that's a little bit more limited from a deployment standpoint uh servicenow does support the ability to deploy into a private App Store so you can control who's getting access to that we can also get the app into the public App Store branded for your organization and that helps with adoption as well from an implementation standpoint uh because this is a custom experience our implementation costs can be a little bit higher but if you're really trying to push service native mobile solution that could uh increase your implementation costs but generally speaking our implementation costs are going to be a little bit higher than on the servicenow side so just want to make you aware of that from an integration standpoint we do support of course servicenow but also direct Integrations with third parties for news and other information so that's another differentiator from a maintenance and support standpoint we have a maintenance subscription for our product whereas with servicenows mobile Solution that's kind of included with the service now releases you're going to get functionality with those major upgrades where we get down to really key areas is around personalization on the servicenow side you're mainly controlling that through roles and user criteria uh but when you're talking about more extensive uh personalization uh different using different characteristics of the user that's where we have an advantage there trying to customize in different ways segment the uh people using it and support different use cases uh through that that personalization and again with servicenow you have a set of components that are pretty good for General use cases if you want to go beyond that get a really uh ideal user experience for your particular use case that's where we have a little bit more control over the situation all right so that's the comparison we'll have some time at the end to answer questions about that uh I do encourage you we have a white paper that goes into more details in all of these areas includes some of the case study information but I would encourage you to to grab that and learn more all right with that I'm going to pass it over to Jim hey thank you let me uh grab the screen here are you guys seeing my phone okay Perfect all right so this is going to be a demo app that we have just to kind of showcase a couple of different things one of the things that you'll notice is that there is no need to select an instance for your servicenow for your customers or for the public this is authenticating at this point directly against servicenow but it will also showcase how we do this with SSO as well as uh that fun term the secure Anonymous public connection so let me go ahead and log in here now one of the things you'll see and this is just kind of you know an arbitrary thing to show how we can add like training to the app if you want to be able to have some education about how to use it these of course are just kind of showing some silly things just to kind of get the point across but we can add those in at any point within the app to help with the user adoption and understanding how to utilize the app so a couple of key things that we want to start with Is How We Do the processing of record producers or catalog items this is an example for something like a citizen engagement app where they are utilizing something like uh Jeremy Rob for graffiti removal so one of the things you'll notice when you're looking at this screen is at the bottom it's got that step one of three we can have pretty much kind of any number of pages that you need to have here and you can put them in kind of whatever order you want and this is all controllable through service now so this is stuff that is not needing to be configured within the mobile app it is happening on the servicenow side and of course because we're taking advantage of native technology we can go ahead and use the camera to go ahead and take a picture and I'll just grab my picture of the skull here I got on my desk I'll save that image and we can continue on here we've got a map so we can drag it to get you know what is the location where this incident happened and we can go ahead and save that and then we've got our form and you'll notice that the form is using native mobile processing and I just want to say something about this because the now mobile solution one of the options that they've added is native form processing as well but in order to do that you have to maintain a separate set of UI policies for each of your record producers one for mobile and one for web in our case we're just using the one set of UI policies that are created for both the big difference is that you need to make sure you're using the UI policy Builder as opposed to scripts but that Builder is very robust and we haven't come across a situation yet where that wasn't sufficient if there was something that came up that couldn't be handled through the normal UI policy builder then that could be something we could look at providing an enhancement for but we'll just go ahead and submit this oh and I forgot to mention you can also do the attachments there just like you would normally either selecting files or taking pictures and then our request is submitted and we're back at our list one of the other things that's kind of interesting we'll go into a kind of a test one here is you've got the ability to have information about the forms so you'll notice a little I at the top right here if I click on that it's going to open up descriptive and this in supports the rich text formatting that is available within service now and you can have as much detail as you need here it can scroll and this is also available on a per field basis so down here at the your rating you'll see that there's also a little I for information and again that supports the rich text format as well um that's a little bit of that like level zero resolution right where you can if they get enough information from the article they might stop entering the case well there could be that too yeah uh you can definitely accomplish that and also just to make sure that they really have a good understanding of what they're supposed to be doing with this as well yeah or or what the proper use case for it is absolutely um knowledge base uh we can definitely browse through and go into the different knowledge base articles one of the things that I wanted to kind of point out here that's kind of a unique issue that you have when you're dealing with a mobile client and you've got something that you want to link to that's not necessarily a knowledge based article but maybe a web page that you need to get them to but it's behind the secure firewall then you know we can't just do just a regular link we have to somehow pass the security along and we're able to do that so this is an example of clicking a link that goes to a secure page but it's actually loading it up in the web browser it's able to take the credentials and pass that along and then of course regular links to external websites and all that kind of stuff is of course supported as well as pictures and all the other good stuff then one of the other things that becomes very interesting here is around push notifications so one of the things you'll see here is that we make those persistent so somebody can hold on to them until they want to delete it they can just swipe if they want to delete it but the other thing you'll notice is when you think about a push notification they tend to be a little bit more succinct but we can actually as you open one up here see that we've got a full amount of context that we can add here and one of the reasons I find this particularly compelling is I know for myself I get spammed all the time with emails or even text messages saying they're from my bank or something like that and they want me to log in to you know do whatever some of those may actually be legit but I never go through the email I always go to my mobile banking app and check to see if that communication actually coming from the bank and so one of the things this provides then is a a very secure way for people to have trusted communication from you know whoever they're connected with here so that they don't have to wonder if they're being spoofed or spammed or fished in some way um the other thing that's kind of interesting about this is let's say you're an anonymous situation where maybe you're a city and people are not creating accounts and they're not logging in how do you handle push notifications well we can set up any number of categories that could be based on pretty much anything you want so maybe you've got geographical regions that make up different trash routes and people want to sign up to say let me know if my you know if there's updates about my trash pickup we can have those in here and even though they're not authenticated to the app we can still give them targeted push notifications uh to just those folks that require it and there'll be some other stuff I'm going to show now and a couple of the other apps so let's go over to Santa Monica real quick one of the things you'll notice here is that it's a completely different look and feel so when we're talking about how we can handle this branding this definitely gives you a very different experience than what you had on our demo app if we go into the map view you can see as Jeremy is pointing out there's a lot of activity that's happening here and and you can zoom in on these things and click on something to get the details one of the things you'll notice is that uh there's a spot for an image there's a flag in their system that says whether or not images that are supplied by the user should be available when people are viewing the incident uh because obviously you could have inappropriate images come up I think Jeremy your policy is just to have this turned off all the time I don't think I don't think it's ever turned on but they have the capability uh should they choose to now another thing that's very interesting about this if we think about the fact that they are Anonymous and how they're using this one of the things that we've actually been able to produce here is ability for them to see the status of their request and so the way we're able to do this is is really one of two ways when they submit a incident through the app they have the option to add their email address if they want to have follow-up and so forth and if on their profile which is just something that's stored locally on the app it's not actually stored on service now if they happen to have their email or name in there and they can use these things to automatically pre-populate instant requests when they've fill them in then we can match those requests based simply on that email address but the other thing that we can do is when they submit it is on the phone's memory we can store the sys ID of the record so that when they come back even if they haven't used the email or provided any kind of way to authenticate with the system we can still know what cases they have submitted and show those so they can follow up on them assuming they haven't deleted the app from their phone that would potentially clear the memory of that and they would lose access to them at that point but it's you know considering it's an anonymous connection it's a pretty good way that we still have for following up with their cases and then we'll look at the University of Cincinnati again a very different Viewpoint and I probably made it clear but on the city of Santa Monica of course that was an anonymous connection and let me just say something about that real quick too so how we say that it is a secure Anonymous connection is that there are the way that mobile apps are created they have a thing that's called a bundle identifier that is unique to any app that's out there in either the Google or the Apple app stores and there's third-party ways that we can validate that a particular phone is using our app and if we know they are using our app then that allows us to then start to negotiate with them so that the API endpoints that we're working with are not just open to the world you do have to be coming from specifically our app to have access to those endpoints even when it's anonymous so in this case we have a mix of anonymous connection as well as SSO for the University of Cincinnati in particular the Lindner Hall of uh or Business College of Business excuse me so we've got a couple of different feeds coming in here these are examples of third-party products that are not going through servicenow um you could have you know a situation where maybe you need to do like a VIN lookup as you're doing something for tire repair or Insurance claim or something like that that you need to get validation those the use cases for integrating with third-party stuff is is practically Limitless as long as there's a an API we can work with it so in this case they wanted the home page as well as the directory and some of the links that you're seeing on the home page to be accessible to parents and potential students before they actually had a security account and so this is why we've got part of it Anonymous and part of it secure and so even if we go into the directory this would be something that's actually part of their public facing side of this and we've got options that are completely unique to what they need we can get into all sorts of fun uh you know either calling or emailing somebody and then a home page we've got access to the campus map videos news links all sorts of stuff that's all publicly accessible then if we authenticate we've got the regular types of features that you would expect form submissions uh working with that some very customized things that are unique to their situation where they've got in this case I think I'm in here as a as a professor so this is actually my teaching schedule and you know things that are just totally non-standard we can incorporate in here as well and then finally I'll just show an example of something we just recently put together if any of you are planning on going to knowledge 23 we've got a an app to help you know about all of the After parties going on and we're pretty excited about this um it's a very simple thing to just you know register sign up for I'll show you the different days of knowledge 23 event and the different options that are available for After parties you can click into them you can favorite if you'd like to go it's got you know map access like you would normally think how do I get to this party takes you to their website if you need to register and of course any other descriptive information that they want there's a Twitter feed that's showing both knowledge23 hashtag as well as party now 23 hashtag so you can see what people are up to your favorite apps again notifications and information about us so that's kind of a whirlwind tour of the different things that you can do with Native mobile and it's really open to a lot of different platforms currently working on something for an MSP where they need their customers to have access to kind of a custom dashboard and many others that we're looking at here to roll out in the near future so with that I think we'll open it up for some questions Jim have you had any um inquiries because I know a lot of times that IOS and Android are used for kiosk applications have you had any discussions around those yeah and that's actually a really interesting point as well uh because we can take this even a step further so kiosk is definitely a thing that has come up when we've talked about things like family services that a city or state might want to offer and they want to try and reach out to people who might not have access to computers or to phones so doing something like an iPad inside a kiosk or even a compiled app if you're doing like either a Mac or Windows Os or even a Linux OS we can have the same kind of actually the same code base just this different interface working there same thing as if you needed to have something that was installed let's say on a public library uh situation where you needed to really lock down and it wasn't just a web interface but very specifically targeted to what you need to have available for somebody in that setting so it's it's really expansive Beyond just the phone capabilities if needed and we ran into a couple where they start an application and then they get it they have to finish it like within this was for um The Family Care use case so they were able to jump on the kiosk and finish the application and do their signatures there and then you know and then go see a counselor or whatever they had to do inside of the organization sure sure yeah it's really wide open and are they I wonder like kiosk wise they're probably using that more now IOS and Android instead of like a Windows system right I couldn't tell you what the stats on that are yeah yeah I mean if they're using like a secured iPad or something like that then yeah that would be the the target um so that that makes sense we are seeing more especially in the retail space uh they're giving the associates iPads or tablets and that's what they're using to to do various things in the store so those operating systems are definitely uh becoming more popular as a Target and of course in that scenario things like scanning QR codes and all that is is right there items that you can also do yeah yeah anybody else have any questions you can either drop them in or come off mute all right I think we're we're good then I'm gonna share um something real quick and then if there are any more questions that come up I'll let you guys know the um the only other piece I want to put on here just we end we always go over what we're doing in the next few weeks so I'm gonna cover that real quick and um yeah so that's kind of how we fill the the mobile Gap right there for for the Public Services part of it and uh more more and more that's been coming up a lot of times these mobile projects start in a in in their own little place and they develop their own system of record in their own applications so to have it backed by a powerful platform like servicenow that scales as they need it um is is a big benefit that a lot of people are starting to realize so the next few weeks we're going to have Martin is going to bring up a CIO that he's been working with over uh to talk about how he's used servicenow platform for digital transformation I think in his last two organizations or three organizations uh so we'll talk specifically about that and how he sees service now being a player in that area and then we're going to redo a segment we did a couple weeks ago because we don't have the recording and uh that was my fault we're we're struggling with this registration process and recording process we had we had about 100 people on that call for William but I wasn't able to get the recording out and a bunch of people asked me for that so we're going to rerun that segment about business architecture and um and yeah William said he could join us on that day and then on the 22nd uh we're still looking for a sponsor for this one because I'm not an expert in this area so somebody to lead if anybody has done a lot of work around release governance that's been coming up quite a bit on the calls people asking questions about that particular area and what I mean by that is not doing demand intake or ideas or anything like that but after the demand is done through development how does that release get packaged and then put onto a servicenow platform that's what a lot of people are specifically asking about that area I know a lot of times we focused on demand and and demand iteration so this is specifically asking to go after the demand now Arun I'll talk about some of the things on service catalog flows and then search it there's another one of our on our team uh connected devices so he's specifically in medical but I think we can make this General so any connected devices will be a topic there and then we're getting back a little bit on the governance and operating models some iterations that Brad's worked on here to improve on that we ran this back in June we talked about governance but this will be an extension to what we talked about in June to some of the things that we're doing with our our more recent customers if you have any more topics you can either drop them in chat drop me an email or put them on the community and we'll we'll pick them up there what's it