good afternoon everyone I'm Clarissa Hernandez and I will be your monitor for this installment of the TechNet cyber 2023 webinar series The Urgency of action Focus aligned and ready on behalf of caresoft technology I would like to welcome you to the servicenow and DocuSign webinar streamlining government work flows with service now public sector Digital Services and DocuSign I'd like to introduce our speakers for today's presentation Senior Solutions executive customer and Industry workflows at servicenow Matt Barrett senior advisory pre-sale solution consultant at servicenow Alyssa Ashworth director Solutions Consulting public sector DocuSign invict Dillon lead solution consultant DOD at DocuSign with that I'd like to turn it over to our first Speaker of the day Sade the floor is yours thank you so much Clarissa we certainly appreciate the partnership with terrasoft hello folks thank you so much for spending your afternoon with us today we want to talk about digital transformations in the world of government and how improved experiences have outcomes that are positively affecting public sector services so this presentation may contain some forward-looking statements that reflect the current beliefs of servicenow DocuSign and are based on some current information that's available so there's some there's some maybe some forward-looking statements um again my name is Sade ardani I am a customer workflow solution specialist here at servicenow focused on customer experience alongside my counterpart uh Matt Barrett we are excited to be joined today by our partners at DocuSign we've got Alyssa Ashworth our director of their director of solutions Consulting for public sector and Vic Dillon a lead Solutions consultant so to introduce uh the conversation we're going to look at some headlines that are merging the buzzword of customer experience with federal government Service delivery and some of the policy objectives emerging in this space um we're going to talk about the technology enabling modernized models to not only improve customer experience but the experience for government employees providing these services and then we're also going to talk about how servicenow and DocuSign are working together to just make work easier in the government so I thought we would uh take a look at some current events some headlines as you can see it's it's a widely discussed Topic in today's Federal Arena that speak to efforts and fixing customer service for federal agencies and so already we're going into this knowing that there's got to be some improvements and you know technology obviously plays a tremendous role but beyond that there's a little bit of a culture change that's going to be required and that's going to be part partly in uh due to policy as well so um here you can see some more headlines from a from an executive branch standpoint the President also released a management agenda back in October of 2021 as a road map for improving Service delivery and the effectiveness of the federal government and improving the experience um for using government services um the PMA was was followed up promptly with an executive order that aimed at improving people's lives and the delivery of government services so together these um this this is an Administration that's pushing uh the enhancement of Technologies and uh securing customer experience and uh in order to to help these Public Services so uh when it comes to delivering these Services um the gov that the government delivers we see a lot of disconnects on how teams bring issues to resolution and uh work across the Enterprise so oftentimes these issues are going into a black hole um lots of departments are trying really hard to coordinate a response and work travels in and out of different departments but employees are swivel sharing between systems they're using spreadsheets they're using paper maybe sticky notes trying to resolve these customer issues um and unfortunately the whole process takes forever and and maybe days or weeks and that's not optimal um so for those of you who are unfamiliar with servicenow or a platform of automation that digitizes everyday tasks and processes into workflows um and we get our customers to move away from these manual uh mechanisms the spreadsheets the sharepoints and the black hole that you saw on the previous slide um of back and forth emails and try to bring the experiences that we're used to in our private lives um like Amazon experience and ubereats so servicenow is empowering all employees across an organization to reduce the overall customer effort and as a result these issues are taking hours and days versus the previous uh days or weeks in early 2022 we launched our public sector Digital Services and this is a solution to provide customers a digital platform to modernize and speed up the delivery of government uh the solution out of the box provides data models constituent experiences configurable workspaces and workflows so that government can Elevate the customer experience while lowering the cost to serve so I'm going to hand it over to Matt Barrett he's going to go in a little bit more in depth about this emerging solution area and I'll pass it over to you thank you Sade hey folks my name is Matt Barrett I'm the senior advisory solution consultant here at servicenow I focus on our customer service management and our public sector digital service solutions for the federal government DOD specifically and we wanted to just talk for uh just a brief moment here about kind of architecturally uh what what public sector Digital Services is um so it runs on the now platform and the now platform is kind of by Design uh intended to integrate into a number of existing technologies that you have in your existing ecosystem down there represented at the bottom so whether that's on-prem uh systems of record that you've already made investments in or third parties from value-added Partners such as DocuSign we provide a very low code out of the box easy to use integration capability to connect the servicenow platform into all of your third parties now we float above that your systems of record really but are tethered and anchored towards your business processes so the servicenow platform provides a number of out-of-the-box capabilities designed to help organizations process work effectively through things like case management low code visual workflow design editors a service catalog inbuilt developer tools and a number of other channel and interfaces that provide a very high satisfying customer experience and a lot of intelligent guidance on the back end to provide a high employee experience as well a number of examples where we see public sector Digital Services playing a value-added role in the Federal DOD space is around things like investigative case management inspections MWR mishap events and of course systems access requests just to just to name a few um and so really if you're uh maybe somewhat familiar with servicenow potentially you've heard of or are using Us in the help desk Enterprise service desk operations area and so public sector Digital Services allows you to uh extend and provide more gather more value out of your your servicenow instance by allowing you to connect into your mission areas and provide mission-specific workflows that can be deployed on the same platform whether that's servicing constituents providing services to industry or providing services to other agencies um within the federal state or local government all those data models relationships and capabilities are are inbuilt and come out of the box with our public sector Digital Services solution um but like I said you know integrating into other third parties and other partners is a core component of servicenow's philosophy um and to talk a little bit more about one of those value-added third parties I'd like to turn things over to Alyssa to talk um about DocuSign thanks Matt good afternoon everybody my name is Alyssa Ashworth I am the DocuSign public sector solution Consulting director we're thrilled to be here today to introduce you to all things that are DocuSign and as they are connected with the servicenap platform uh one of the things that often happens when you hear DocuSign is that it's often thought of as a verb go DocuSign something you know but we're much much more than that today DocuSign can actually be leveraged to utilize um for all of your documentation process needs so whether or not you're generating a document that's for internal usage that's for an external usage you have standard or common forms that are presented to you through OMB and need to be digitized out of a manual process we're able to leverage your PIV and Cat card integration so that we can digitally sign an e-sign through any of those those processes as well one of the other complicated Parts about documentation process can be the reviewing and the negotiation process if you need to change something track those changes and somebody accidentally forgets to turn on track changes and you get to the end of that process you may be having to send it back for rework adding additional time complication or extending resolving an issue after all of those issues are resolved and everyone's good to go to send that digitized process through that's where we can get to the signature component of this so you'll go through that everyday signature experience and then we'll send that through what could easily either be a complicated or an easy automated workflow that connects back to a system of Engagement like servicenow to process everything through additionally to that you also want to make sure that you have access to that documentation which can be done through servicenow and the attached to any of those cases that are delivered through the psds service or through the security repository so and DocuSign I want to go and search anything that has a specific clause or specific word and you'd be able to return back any of that documentation looking there and then also obviously any analytics that you need to have about the types of documents that you have inside of your of your mission services and that could be a form a contract correspondence documents of any kind maybe an authorization or even a certification so how do we put that all to work well one of the most important things that we've been focused on at DocuSign is making sure that these Solutions are available in your secure environments so we're thrilled to provide DocuSign e-signature and CLM opportunities to you to solve those issues in a fedramp moderate environment and are absolutely thrilled to announce today that we actually also have connected to this is B cap and meet all of your il4 security needs so please feel free to reach out to us at any time about that we'd love to help you with that but the other piece that makes it really fun for us is that we have over 450 plus Integrations which allow us to go and reduce the time to value that you're looking for so by going out to servicenow's store you're able to go and download two of our spokes that make it you be able to call any of those e-sign or documentation requirements directly inside of servicenow within a matter of minutes by activating those spokes inside of your system of Engagement so another piece that often happens is just kidding thank you so Dr signs also proud to support over 3 000 public sector customers in our regulated environments and so when you think of DocuSign it's often in your everyday life where you've probably had a seamless experience buying a house or a car and that was all done from your mobile phone or a laptop but during that process you never had to download a form sign it scan it email it back to somebody it was always contained inside of one system and that same user experience can actually be leveraged and exposed to your everyday work life as well so I wanted to spend a little bit of time explaining how we're helping out at some of our Department of Defense customers so what very different from the experience of buying a house we're actually being leveraged to um and working with the dod and to teach us for jet fuel spill cleanups so at the beginning when we started working with them their incidents were overcome by log jams of emails that were preventing up to 50 people from being deployed to help secure Personnel equipment lodging and food food so the remediation of a pretty severe health and safety concern maybe environmental issues was moved to a digital and modern experience that went from a multi-week process just down to hours and that was at the whim whenever something and one of those issues occurred um this could be extended out to anything from processing those standard or common forms like a foia request or even leveraging case functionalities that bring on new service members through uh the 142 form process that they have from the time that they apply to become a service member to the time that they show up and ready to to begin their service so let's send it over to Matt and Vic where they're going to go through what that user experience looks like so you can get more comfortable with it thank you so much Alyssa um so you know at the core of every government for many government processes are documents forms and contracts that need to be prepared signed and managed and DocuSign Solutions give government agencies the tools that they need to securely digitize and streamline document creation and workflow management and this capability is really enhanced through integration with servicenow to further promote self-service and Hyper automation across the Enterprise and so as a result services are easy to access and processes run smoothly creating you know better experiences for everyone and so to illustrate a real world example let's take a look at Julie Lewis Julie is a contractor who needs access to an additional system as part of a project she's working on so historically in Julie's organization this would be done through manual paper-based approach to request access and collect approvals but what we'll see here is the power of servicenow and DocuSign working together Julie's going to begin her journey by logging into her servicenow self-service portal based on her role a catalog of self self-service items is going to be dynamically presented to her Julie's going to click on the request system access catalog item and this will help her initiate a new system request through the servicenow catalog um because Julie's role you know is uh she's a supervisor uh she's got additional privileges that allows her to potentially request access not only for herself but for other people on her team and so that's a user configurable security privilege but you know you can also restrict this so folks can only access this and submit them for themselves not anyone else Julie's going to go ahead and pick herself in this case and then she's going to select the project that she wants um that she is working on that she needs access for and then the system will automatically go ahead and pre-fill in the project manager there now as Julie clicks submit her request is received as a case inside servicenow and it enters into a digital workflow and that digital workflow is going to orchestrate and automate all of the activities needed to fulfill Julie's request for the system access so the first step in the workflow is going to be to automatically send Julie a digitized copy of the access request um in an email through DocuSign so this is going to be a fully automated step happening behind the scenes and Julie's gonna receive an email with that DocuSign document asking her to start filling it out so hi everyone this is Vic Dillon I'm on the DocuSign side of the house the solutions consultant supporting the dod side and I'm going to go ahead and walk you through the signing process of this 2875 form that's been sent out from the servicenow side um I'm playing the role of Julie and as you can see I'm in my email inbox I've received a notification uh letting me know I have something to sign and as I scroll down on that inbox message there let's go back there and move it back in there so as I scroll down and that um in that message you can see there's nothing attached for me to download fill out sign and upload it back right so what we send with DocuSign is something along the lines of secure access so as Julie I click on review documents and uh secure DocuSign signing session will launch in my browser in a minute here or in a second for that matter um I'll click on review documents and uh in a secure as doctors signing session will launch in my browser right now just mentioned we take security seriously here at DocuSign and documents are 256-bit encrypted in transit and at rest so as well as in a secure aisle for environment as Julian the employee I consent to my electronic signature which is one of the elements which makes DocuSign legally binding and then I'll be able to review the 2875 form as you can see most of the fields in the form are populated already this is one of the values of the integration with servicenow DocuSign pulls the data from the record in servicenow which is of course the system of record and populates the corresponding fields in the 2875 form thereby reducing errors from manually typing all of the information so let's go ahead and move forward with signing this document and uh we'll we'll move on over to uh where Lisa goes ahead and signs the document itself and we'll talk about more about that so Julie Rose ahead and signs it and uh goes ahead and adopts and signs it and then reviews the document and then clicks on finish as far as moving forward with that point it's going to go back we're going to go ahead and switch roles yet again and go over to uh Lisa's uh inbox and let's take a look at that and I'm going to speed it up just a little bit uh let's go ahead and do the same thing with Lisa signed document and we've already been through this review in the documents so let's go ahead and click on review the document and for Lisa when it comes to signing her document we're looking at the same thing we'll agree to the electronic retro and signature disclosure in addition to what I mentioned about originally with uh Julie signing uh with the security that we're talking about and with the integration with servicenow Lisa as well in addition to security the ease of use is what I what I want to talk about it's also something we pride ourselves on here at DocuSign we have a no training user interface and designers are able to easily navigate through the form fill out the required Fields uh required information and ultimately a sign as well it's very intuitive with no training required whatsoever so if you were filling out anything on the form other than signing we have something called field um field about level validation which means DocuSign can get the right data in the right format every single time also uh there are cases sometimes people fill out the fields intended for somebody else for for security right for security reasons using DocuSign you can ensure that the right people fill out the right fields and only those fields are intended for them so let's go ahead and uh move forward with signing the document and getting getting this process going forward with the servicenow side of the house so there are some of the advantages among many others you get by utilizing DocuSign e-signature Solutions at this point I'll hand it over to Matt to uh Carry On from the servicenow side of the house thank you Vic so um that was great and just to recap right in a matter of minutes we saw how easy it was for Julie to access a self-service catalog here um in the web portal and to initiate a system access request which triggered DocuSign to send her a document pre-filled in with data from her service now profile you know which is saving Lisa time and reducing errors and guiding it through the process and then we saw it automatically wrote the document to Julie's supervisor which was another piece of information that had been provided through to DocuSign through the servicenow API integration and so circling back to where this all began in the servicenow portal we actually see that Julie's original request has been updated with that signed document both signed by Julie and her supervisor Lisa and that's going to come back to us through an endpoint API and we'll attach that to the case so really now the last step here is to get this over to I.T so that Julie can get provided and provision the access that she needs and so to change hats one last time let's take a quick look at what it looks like from the I.T side of things here so I'm playing the role of John Jason uh John oversees all the access requests coming in he manages any exceptions and he provides you know additional support when needed and so John spends most of his day in the servicenow portal for customer service agents and he's able to see key details about his workload within his dashboard and from here John can easily jump in and access Lisa's case that she had submitted for the system access request which of course triggered the DocuSign integration and the document signature process and the supervisor routing so what John's going to see here is a fully approved system access request here that's come in along the left hand side here you'll notice this tab called A playbook and this is really a digital workflow that's going to help guide John through all the various steps he needs to perform in order to get this provision now that the request has been approved so you can see here the very first thing John's being asked to do is to verify the user information we can see that it's the system that's being requested by whom for what project all that information from the service portal has come through all of the details are available over here and we can actually see that DocuSign attachment available over here as well so everything John needs is right here this request looks good what you want to do is Mark this step as Complete because he's reviewed all the information let's go Engage The servicenow workflow engine to move this case down to the other steps here in the Playbook which are as you can see fully automated so this engaged another automation step which went out to that system of record and provisioned Julie the necessary access that she needs and then the case was updated resolved closed and you know sent an email to to um to Julie just letting her know that her access has been complete so all part of the end-to-end platform automation starting in a self-service Channel all the way through automating steps through fulfillment now as customers deploy servicenow and and develop their case types and roll them out into the different Mission lines a lot of times there are folks who want to be able to monitor how efficient their operations are and so what I'd like to do is just talk briefly about something called process optimization this is a component of servicenow's platform which is going to monitor all of the cases coming into an organization and track where they go who they're routed to how long it takes to get them processed really to identify bottlenecks and performance Improvement opportunities and so here on this dashboard you see that I've displayed you know my goals and kpis as a process uh analyst here or as a mission line manager and what I'm interested in mostly are my average resolution time of cases so how long is it taking me from the time a request comes in to the time we get it closed and what percentages of cases are we actually resolving on that first Contact versus you know cases being opened up subsequently because we thought we had resolved it but we really haven't so those are the two kpis that I'm mostly interested in and you know this is going to surface real-time up-to-date information for me here and then as I scroll down we'll notice this category called Improvement opportunities and this is where servicenow's inbuilt Ai and ml is really shining through it's providing me insight into different areas of my operations where I might be able to approve something so for instance this middle item here reopened cases with additional customer touch point this is an improvement opportunity the system found automatically for me and it's basically saying you know customers are submitting cases and then you're having to go back to them one or more times for additional information in order to complete that and it's adding on average two days to our processing time with the potential like overall full impact of you know volume of two years over the entirety of the volume that we process the organization um so we can go ahead and run a root cause analysis we can do a cluster analysis and I can actually jump into the analyst workbench here and so this is going to show me all the different paths cases are taking as they come into my organization um what groups they roll down to and identify you know from a volume perspective you know what how much time are things taking to move from one path to the other and in this case you can actually see we've got a kind of loopback path that's taking place here so we're kind of going from in process and then going back to our customer for more information and that's really that performance Improvement opportunity that was just surfaced on the prior screen we can see some one case actually went back to the customer six times right so there's there's something there um and we can get at doing cluster analysis to better understand really what is unique about these types of cases and potentially understand you know is it things that are only happening on certain channels potentially these are emails coming in in which case it's unstructured right so you may anticipate needing to go back to a customer but here we see um this is also happening in our self-service channel right so this is a digital channel we control this is suggesting that maybe we're not capturing enough information up front and a potential conversation we want to have with either our web team who is managing our service portal or mobile team who's managing our mobile app so really great Insight information here um that's just kept up to date in the system like I said just starts learning and monitoring all of these paths in real time uh from the moment you start using you start using the solution so with that I'd like to thank you for for your attention during that demonstration and I'd like to turn things back over to uh Sade to uh to round us up awesome thank you guys that was really impactful moving these uh public sector experiences so please feel free to contact us we got a few questions Matt and Vic I just kind of wanted to throw at you um here in the chat so uh obviously Matt you you showed a web portal um is what you showed also available within a mobile app absolutely uh uh so good question service now has a number of channels that cases can come in on um I did show the kind of web portal we do also provide out of the box uh customer uh application for Mobile on IOS and Android which allows your customers to create cases respond to updates from cases do things like attach documentation take photographs um using other device sensors as well we can provide a mobile application also to your fulfillers potentially including fulfillers who may travel around uh and aren't necessarily working behind a desk so we've got different types of apps for different types of personas gotcha and I think this is for the DocuSign team hey can you explain the audit Trail and document tracking features in DocuSign yeah certainly uh among the many features a DocuSign h33 is the ability to see an audit Trail and document tracking um the audit Trail basically what it does is features and DocuSign provides a detailed record of all activities related to a document it helps maintain an accurate and transparent history of the documents life cycle ensuring compliance security and legal validity and then moving on from there the document tracking sign portion in DocuSign also allows senders to monitor the progress of their documents and stay informed about the signing process what that includes is something like notifications senders receive real-time notifications status tracking DocuSign provides a dashboard for that uh reminders as well and then of course there's mobile tracking as well so all combining both of those that simplifies the workflow enhances Communications and helps users stay on top of their document processes so is there a DocuSign e-signature user adoption Roi report that someone might be able to look at to see if there's any quantifiable metrics and what kind of information might it show uh great question uh yeah so DocuSign gives you the ability to download something called a user activity an envelope report um it shows clear indicators of the power users those who may have opportunities and those in the middle of who have already been going to embrace these signature process uh furthermore it also shows you the late adopters which basically shows the users that are quote unquote struggling with the adoption process it shows whether or not they have a lot of sends or completed envelopes and as such you can obtain direct user feedback to learn about challenges and opportunities from their perspective via service that can be sent out as well yeah I think one of the other important things to add as well is that you know much like servicenow you can go out and get your hands on an instance of DocuSign so you know through our website you can obtain it and one of the really exciting Parts about that is that form that was demonstrated today in the 2875 can be ingested OCR recognized and ready for consumption into the servicenow platform in a matter of minutes versus having to heavily code and and create that OMB form in the format that's there so that's another way for you to go and get your hands on on exactly what the ROI might be for your agency got it and I think this one goes to Matt so um can you have a different approval uh can you have different approval requirements based on the information um that was provided in the Forum at the beginning of your demo also a great question uh yes absolutely so uh servicenow has a very flexible workflow engine that's designed to be configured in a low code drag and drop um kind of fashion right so within that you can Implement any sort of business rule requirement you want when it comes to how things should be routed around the organization whether that's um saying that because somebody has requested access to certain systems that approval needs to go down this path versus a different path for another system um potentially indicating you know how many people need to be in the approval chain based on any piece of data that's available in that form because that comes back into service now um as a discrete data property and we've got access to inspect that and make all sorts of business rules and decisions so not only is it available to you to customize that uh approve that workflow but it's encouraged and by Design excellent well folks um I think we are a time for today but um we encourage you to connect with us on LinkedIn uh we can continue the conversation we look forward to um hopefully um if you have any other questions please reach out um and again thank you to the caresoft team for your partnership and bringing today and thank you Alyssa and Vic for joining us thanks for having us thanks everyone have a great afternoon folks