[Music] foreign good morning everybody we have a full room if there is if there's any open seats if you can raise your hand so someone can grab uh lights are off that's gonna be trickier now oh yeah do we not have any lights up front the slides are going to be really good you don't have to look at us it's going to be great so we're gonna get started here I know more people are still coming in um if there's some servicenow people in the room um and don't mind stepping out to let customers have a spot that would be great uh but hey you know we're gonna get started thank you for coming my name is Chris gear I run our solution Consulting team for Creator workflows and so we talk to customers about building stuff on the platform that's what we like to do we like to help people you know build stuff we heard about in the keynote this morning both buying and building uh you know we focus a lot on the building aspect and so today we're going to hear from three customers uh that did exactly that they found use cases in their organization that could use an application to be built against it and they're going to be talking about that today as well so what I'm going to do is I'm going to try and get through a few Basics and then hand it over to them the lights are really weird I I uh um Safe Harbor as you guys know hey we have this slide at the beginning you know if we do talk about a future capability please don't make a buying decision based off of uh anything we talk about a future capability roadmaps can change so if you've been with servicenow for more than six minutes you've seen this live 15 times right this is our platformer platform slide and we will look at this right it's important though it really is an important slide because we talk about it from the perspective of servicenow is a platform fundamentally from the beginning it is a platform and we have a bunch of really great out of the box stuff built on top of it with RIT workflows employee workflows and customer workflows but we also have Creator workflows Creator workflows is US exposing all of our tooling to you so that you can use the same tooling and the same capabilities we have access to to build your own applications which are unique to your organization as we all know in the federal government or you know any Agency for that matter there are lots of bespoke applications that are needed to keep your operation and your mission running from day to day and so that's what we're here to talk about today and so this is something I always like to look at you know the definition of hyper automation hyper automation is a word you'll hear us use a lot um hyper automation is a business driven disciplined approach that organizations use to rapidly identify vet and automate as many business and I.T processes as possible this is what we're going after so far so if I have not met a customer yet there's Razer their hand I really don't really optimize and organize and automate as much as we possibly can so that we can have our you know have our employees doing the most productive work possible get rid of the mundane get rid of the repetitive and let them focus on the productive work and so that's really our goal from the servicenow perspective and Creator work was how do we allow organizations to achieve a hyper automation Vision we're not going to spend a whole lot of time talking about all the specifics on that today but come talk to us offline happy to talk about that more um and so when we look at building right we're going to be talking about building applications what does that look like on the platform fundamentally you have the whole platform you have all of the same tools whether that be the different user experiences virtual agent web interface mobile interface and all of the business capabilities as well but on top of that we've given you two important things to extend the platform one is tooling you saw in the keynote this morning um you know Nick brought up app engine studio and talked about hey how you can easily build applications with Apple Studio on some of our other tooling but on top of that is actually something that you know is new with San Diego and has been involved in Tokyo and now Utah which is coming out which is app engine management center it allows us to provide governance on top of all the applications that you're building so your CIO and your ciso feel comfortable with low code and doing low code at scale because they have insight into everything that's going on into the platform and no one is surprised by applications making it onto the platform it's all there you can see it through your Dev test and production environments and so you've got you've got the governance and with that I want to hand it over to our speakers here who you won't be able to see uh you know on the stage first up we have from FEMA we have Mr given and Mr levos I said that wrong I was close I promised myself I was going to get that right um you know we're going to talk about their cat their concur is an action tracker we have Captain wood from the Navy chaplains talking about the religious Ministries Analytics tool and then we have Mr law Campbell from the USDA talking about their Electronic Warehouse and commodity management data application he got the prize for the longest title of an application but with that I want to hand it over to FEMA cookies sir big green button all right all right so we're here to talk about the currents and action tracker we pulled together my name is Brian Gibbon um I'm the uh business support division director within FEMA's missions support executive office um so Mission supported FEMA is is the umbrella Organization for the majority of our support functions um things like human capital I.T Security Administration and something else uh safety um one of the one of the jobs my team is responsible for is We Run The Action office for Mission support so the action office is we're getting Congressional correspondents from the Department we're getting uh data calls from across the organization we're getting you know policy review requests um they all come through our action office at the mission support executive office level and then funnel down to our different components um each of those components each of those five components also has an action office and then they're working with smes to meet the mail they get bubbled back up to them up to us we review add some value and shoot them back out to the requester right about two years ago the way that we did this was every office had a different tool right people were using Excel SharePoint uh Word documents leaving things in Outlook smoke signals everything to keep these things organized or try to keep them organized um what we didn't have is an ability for a senior advisor or one of the bosses to come in and ask Hey where's where's this Congressional where what stage of the process is it in you either had to find the right person who was working it or you know guess um also every action office ran a different set of processes there was no service level agreement so you're basically negotiating with every email saying hey this is due Tuesday but can I get an extension that sort of thing um and a lot of the stuff that our uh some of these services that we're providing are annual or they're quarterly or they're monthly and instead of having to recreate the wheel we wanted a way that we can use similar templates and use things that we've done in the past especially with the amount of turnover that we're seeing in recent years um so what do we do um oh this is nice I didn't know it did that uh so we we how do we how do we get to a solution so we worked with all of our action officers um [Music] voice voice for radio I apologize um uh so we've worked with all of our action officers across the uh our mission support offices and our components and we said what do you guys want what do we need um so we came up with some business requirements we worked with uh servicenow folks and Steve over here which we're happy to see in the audience um to come up with some technical requirements using servicenow to develop an application that um allows all of our action officers all of our division directors and SES and smes to be in the same Tool uh will collect the information from you know the office of the administrator or different parts of FEMA uh via email it automatically creates a a case in our tool and then we work it using similar processes but standardized processes um and then bubble it back up um it took us about a year to develop maybe a little bit less we went live with it back in uh March of last year um and we've been using it ever since using an agile approach to you know implement uh improve roll out Implement improve roll out um so yeah so uh there's there's still a lot more that we're trying to work on to improve it uh there are still some challenges that we're working through but I'm going to hand it over to Mike here to talk a little bit more thanks Brian I am Mike lovis I am the action administrative support branch chief um one of the things that we knew we were going to have to deal with was how do we engage our external Partners who don't currently use servicenow unfortunately Mission support is the only entity within FEMA that utilizes service now so we had to come up with a way that we could engage with our partners in a way uh that could allow everyone to collaborate at the same time so we create a new process that allows incoming rfis that we get on that automatically create a new task for us to do it auto populates the pertinent information and then allows us to shoot that out to our components and get working on that right away we can also allow uh core engagement at the same time from internal and external partners and we work to get those adjudications done and hit our deadlines uh that Brian talked about with the service level agreements it really helps us there we can also send our final responses out via servicenow whether they be internal or external and then each of our tacit we have has its own separate page that collects any and or any and all email correspondence documents we shared allowing that you know that full activity long so at any time you can see who is responsible for what who touched it when and basically really helps leadership have an idea of Who's involved from the get-go and how we got to that final product um so I'll slide over to the next one about where we're trying to go so as I mentioned we've come a long way um from where we want it from where we began um but the first thing we're really trying to get uh figure out and finalize now is that stakeholder and senior level engagement and as everyone knows if we don't have senior level engagement it's really tough to push out a new process so we've been working with um getting their feedback trying to understand what their needs are showing them the great capability that servicenow has and how it fits into what their job requirements are and finally really trying to get them to take ownership of what they're doing and showing them what we have and how it can help them better their processes also we do currently utilize a couple workflows um now that are kind of generalized but the goal is to make a bunch of brand new um customized workflows for each component and for each action type that might exist whether it be a data call or a congressional requirement or we're just trying to get feedback from a bunch of lawyers um and really just excited to have them have a tailored workflow that has different approvals whether it be internal or external the different timelines of how long they get to review something and then also working on a better closure process that allows all parties to see the finalized document see when it was closed out and who it went to for that full visibility um the other thing we're pushing for is dashboards as I know everyone loves dashboards they want a dashboard had a dashboard know someone who had a dashboard once um and so we're really trying to harness that and be able to have specific dashboards to what you need within your component whether that be at the action office level whether that be at a senior advisor level or even up to the senior leadership level we're trying to get those tailored we're meeting with components to understand their needs and help really identify how we can best support them and the last thing we want to do is really determine that use our metrics to determine what success looks like anyone can say oh I got 85 of my stuff done on time but what does that actually mean and trying to use our service level agreements to maximize what we have and really try to quantify what success looks like and how and you know take that successes and then pass those along hopefully to other parts of the agency as we try to grow this capability if you have any questions please don't hesitate to reach out to us so we're happy to talk about it and a big shout out to Mr Steve Slocum who helped build us build out our system next next all right we'll flip through these some pretty pictures Everyone likes dashboards all right next we have uh Captain wood down here talking from the Navy chaplains yes sir good morning still it's good to see you all here um so Navy chaplains and data how many of you been to church and the minister said I'm closing with this and 20 minutes later they're still talking chaplains are notoriously for talking but we're really bad at data and so when we started looking at our Solutions we started figuring out our first problem was we had to learn a new language I studied Greek I studied Hebrew and and Seminary but I had to learn to speak in data so that people would understand this in today's terms I mean it's just a it's a different world and we kept trying to tell a cool story well how important we were but nobody understood that it was when we started using data and saying this is our impact that they started paying attention to us and then of course you know the CNO starts talking about data-driven decisions and and we're just trying to catch up so that was our problem first problem the second problem is foreign we got the Navy we got the Marine Corps we got the Coast Guard the Navy chaplain course supplies chaplains for all three services they have different missions they have different capabilities they have different places they go and do different things and so we had to we had to really find a an ability to collect data I mean how do you get what a chaplain and an RP is doing a religious program support specialist is doing you know Halfway Around the World out in the middle of the ocean all by themselves how do you get what's what a chaplain serving with the Marines on the middle of a forward operating base with just a handful of people how do you how do you capture what they're bringing to the team and what they're bringing to the to the Department of Defense Department of Navy when they're out in the middle of nowhere so we had that we had to have an agile option to collect data and I mean that was our our first biggest hurdle was it had to be where I can get it anywhere at any time and which is good and so you know uh General Berger said we the Marines were fighting wind in any climb in any place we had to have an opportunity to gather data at any climb in any place it was pretty good the third option or the third problem that we had was we got a bunch of people supporting us we got active duty which is great and officer enlisted we're working hard at trying to provide for the the sailors and and the Marines in the Coast Guard but then we also have reservists that show up a couple weeks a year show up on weekends sometimes they're activated how do we bring that into the team and say this is an important part of what we bring to the Department of Defense or Department of Navy so we we had to work with them we have contractors that help provide some of our services the Coast Guard has auxiliary chaplains that they they use abundantly how do I capture what they bring when they're not really in the system they don't even have a cat card I mean there's this is the stuff that we had to deal with and then of course we have volunteers so when it came to how we're going to wrap all this together we uh we got introduced to servicenow and they literally brought 20 chaplains in our piece non-tech guys I mean you can't get as non-tech as we are I mean we we sat around wanting to tell stories and and they brought us into a room here in DC and they they put us in there the first day and they said hey let us show you what we can do and they did some of that stuff that Chris was talking about showing the the tools and showing the art of the possible and and to be fair they probably had us all drooling on ourselves and this is cool because we we've never I mean we just didn't know what we were getting into and then the next two days they they said let's just do some practice problem solving teach you how to use the tools so they they got us in there and had us building some tables and had us doing some problem solving and then on the the third day they said let's build a program and 20 chaplains and RPS enlisted and officers we sat there and we started started grunting away at it and by four o'clock that day I was getting a little nervous because I had to brief this the next to the leadership and I was I hadn't seen it work yet I'm like guys I need to see something you know you got to help me out and um they said okay they did something and on my cell phone I had the app and it was working and we were putting that in and we were watching it hit the screen and I was able to brief the leadership the next morning at 10 o'clock said this is awesome we're working this problem now we've done some things in the back we've added a whole lot of other stuff there's some validation stuff make sure the data is quality and clean but we were able to in just a week build a program that that will roll down now the cool part is we just uh we just passed the getting it on the ship's test so now we can put it on a ship which is amazing we've I think we're days away from our our authorization to use the app and the government system I mean we're we got the fix we got the process and so we are our days away from having it on a government funded devices which is when we hit fully operational and we're ready to to roll this out I've got people using it around the world right now we're collecting data from all kinds of climbs and places that's pretty awesome yeah I'll be around for questions I think my next slide is questions but we'll just we'll just pass it on because they only gave us 30 minutes between all of us I mean would you talk forever thank you sir yeah and I'm going to need all 45 of those 30 minutes um so my name is Stephen Locke Campbell I am a product uh program project manager at USDA uh primarily supporting the Electronic Warehouse and commodity management data application I didn't come up with the acronym somebody in this room did I won't Point her out she's over there um so what we do is uh uh let's see we'll skip this so who we are a little bit this is kind of our organization we've got three different groups uh licensing examination commodity management different groups different missions a little bit about our portfolio number one I like to normally say that we're the FDIC of corn anybody that's had access to the internet in the last three days I'm gonna modify that to say with the ncua of corn right when they're having a better week we also do uh commodity Credit Corporation storage agreements so in the event the government would get back into the grain market uh we we manage those we also provide economic adjustment assistance for textile mills as well as special competitive special competitive Provisions for extra long staple cotton we also do uh audits examinations of these kind of facilities so we we have the uh the audit and examination itself we also have a compliance module that we uh stood up uh to build off of that and then we also have inventory acquisition management and Disposal so again it should the government become an owner of a of a bulk agricultural commodity we would be in the in the business of getting rid of that um so a little bit about our project um one of the things I'll recommend is find a partner get someone to help you challenge them to um to ask why uh encourage them to poke holes in the way we've always done it um one of my favorite stories is uh on the next slide uh so left side Mainframe um how many people know what a Mainframe looks like how many people have used a Mainframe too recently yeah yeah us too um so hopped into production 1984 received basically no love since then uh the estimate was 130 million dollars about six years ago to replace it we did it for quite a bit less um we also had Microsoft Access databases and anybody who works in a CIO shop will tell you access is not a system Excel is not a database nodding yes we've heard these things um so you guys are kind of kind of kind of understanding where I'm coming from so we had a limited availability and accessibility uh that Mainframe works really great when you are in the fifth floor of our office in Kansas City unfortunately uh what was it three years ago we went home for two weeks the Mainframe doesn't work good at home um so we found that out pretty quickly uh on the on the audit side on the field side uh so we had a the headquarters component was a again kind of a homegrown database on a shared network drive and a server and a basement we don't really talk about it um the field we had distributed databases worked great worked great for a long time right and then we had staff that were emailing files back and forth um we were extracting and appending and it was all very exciting except when it broke right so uh we also had to have a Reliance on mail uh and shout out to our friends at the USPS unfortunately we unsubscribed from y'all um and this is why this is why we used the mail and I know Chris loves this slide I know I know Greg loves the slide so this is a set of our files right for one medium-sized company in the midwest that we deal with whenever I talked about our portfolio we had that same piece of paper in each of those files for that same portfolio right I know that nowhere else has that right I'm sure that's a unique lived experience for me um so in the old days again not that long ago uh so we would have a Mainframe component an access component a paper and mail component we had the Delphi component things took time to get from place to place and if Steve was out then nothing happened and that's fine right except when you have customers that need things and want things and pay for those things uh one of our programs is fee for service right so we not only have as good government servants a a duty to to do this job and do it well we're also kind of dependent on that paycheck right so it's it's imperative that we maintain uh good relationships with our customers uh quick comment on our roadmap um we didn't boil the ocean we didn't build Rome in a day we started with the the very basic stuff what are the common data elements across all six of our portfolios the business right we deal with I'm gonna throw some trade names out so thanks for my safe harbor statement Cargill right um ADM Louis Dreyfus some of these companies that you may have heard of we deal with them from six different angles so we decided that it's important to have one common data model start from there um we added in our cotton programs again we eat them in Els we added licensing uh at phase three some Integrations uh with uh some of our finance stuff we added some some data Lake uh stuff in uh right now we're actually working on what we call tne our time and expense and that is a tool for our field staff to be able to accurately report their time uh by the commodity by the activity and by the funding source so in our uh you know Top Line accounting system we have two codes what Congress gives us and what our customers give us we need more than that to know how much time we're spending on Peanuts cotton sugar you guys laugh all of these things are real um so you know there's a lot of a lot of uh uh work went into that so we understand you know kind of what we're actually doing uh so current flow looks a lot the same but guess what it it takes days now instead of longer 10 days um so a couple of screen grabs we've got our license action this is our basically our SPO uh single point of entry for us Warehouse act action so we've captured all of these things um you'll see down at the bottom the examination request is this so referencing all of these things so every member of our organization has insight into who is where uh thing that Brian and Mike talked about right when somebody calls and says what's happening with this you either hope you know or you guess now we can look right and we actually have seen a decrease in the number of those calls because our leadership can just look right um uh financial review is similar thing so it's a it's a process to make sure that our our entities are are made our financial standards an examination that's our our going out and actually do in the physical audit um dashboards like everybody loves a dashboard now what I will say is this was all built using uh service now's native reporting so not even PA nothing obnoxious no Integrations to Tableau or you know more atos somebody asked how many issued and pending licenses do we have I don't know let me see if I can make a widget do a report throw it on a dashboard now everybody can see right um so that's that's been fantastic one of the things I want to talk about is cost and savings really quickly we actually um for licensing only spend five percent of what our Mainframe hosting cost was uh which is quite a bit less um so we actually are seeing a a full payback in uh four years and let's see cost outside the payback calculations paper I mean we all know that paper costs money but we don't actually ask who's money or where it comes from right it just shows up all the postage that we're not using all the ink because we're you know we had examiners out in the field that were printing things off sending them back to us in Kansas City and we would make a copy or two right uh filing time so we've got all these copies now what do we do with them so we're actually reassigning staff Specialists to do specialist work not filing work right uh risk of data loss I don't know who Rick is but he is probably a problem um and then rent right like we eliminated actual square footage and it was pretty expensive once we found out how much rent was actually cost so like these are things that are outside of that that Roi calculation that are really important and these are you know these are a little bit anecdotal but it's real time it's real money and if we can improve the touch on one file once a day for a year for five years for 10 years I can retire right so I think I'm probably done a good quote from our Deputy Administrator uh to leave you guys with and that was all of my time in several other people's that sounds good thank you all for uh we'll have questions here in a second one last thing I want to put up here um you know it was mentioned you know workshops right hey come in do this this is actually our Workshop schedule if you guys want to take a picture of that that is our Workshop schedule for 2023. we're doing one every month in our being office they're free show up have fun come learn the tools build an application um it's a day it's a day you know they come in for a day uh and you get to see what this looks like and you get to play with it and get your hands on so come join us our next one is actually next week uh we still have some open slots in it if you're interested uh I think we're probably almost out of time we actually have a few more minutes so we'll open it up for a few minutes of questions if everyone's okay with that anyone have any any questions I'll do ahead no mine's gonna be really bad you should go first so I think we really started off with trying to bribe with candy um but when that didn't work we held a lot of focus group sessions to really try to identify and show why the process they had wasn't working and why what we have could help save time money resources uh maybe not ink and paper but time and money which I think is just as good uh and then probably we did that for about two to three months and then we had another cycle of production for another two months and then we had another probably month where we had though we've picked out a couple of our better partners and had them get in the tool with us uh test some things out uh identify problems that we had and then we were able to roll it out so I'll probably say overall it probably took between uh seven to eight months um from the beginning of when it started and then to win able to roll it back out in I think March of 2022. um but it was really an open engagement and really trying to identify what people needed and show them the benefits and the time that they could save by utilizing the tool s so I think our um servicenow was it was our office and then it was also our Ocio office was using it for a bunch of other things so we were kind of beholden to their timeline as well for atos and things like that so ideally we would go faster um we just couldn't absolutely I don't know about three minutes I can give you 45. I know um so basically what we do is whenever we go out and do an audit we will uh if we find something that is not like it should be we will con create a memorandum of adjustments so that is a single singular document for that specific audit that we give to our our customer and say here you go this is your list right so then what we do on the back end is we actually create um different compliance items for however many bullets are listed on that memorandum because what we've seen is we'll have a problem with safe access to a facility but we also have a a records issue and we also have maybe an insurance problem well those are three kind of different issues that we need to track separately we also track resolutions on those so you know a facility issue might require a contractor a mill right you know if it's a co-op out in Kansas like they're gonna have to get the board together they're gonna have to vote and approve the expenditure right where if somebody just you know it's the third of the month and they haven't submitted their insurance report that was due on the first just send us a copy you know whenever you send it to your insurance company so some of that stuff you know we we've added uh um you know some categorizations we've added um you know some of the resolution time and we're we're starting to look at um doing some PA performance analytics work around how long each particular task is open um so we can see what our resolution time is so that's and it's kind of a homegrown but it was just kind of a we had a need and we were capturing part of the data and so I said to my team you know hey if we could get like three Fields let me create my own categories and you know and then we added okay we need to assign it to somebody right somebody needs to be working this um so we it was kind of iterative as we worked through that because we were much the same you know we had it sell spreadsheets we had word docs you know it was kind of just different by different supervisor different region so we've added a lot of standardization into the process um and it's been kind of iterative as well um you know we've okay this is almost right we need X okay we had it uh that's one of the great things about servicenow is I have a I have a need on Tuesday I send my team an email Thursday they're demoing what we built Wednesday we're deploying it to production um so that is a a fantastic thing that you just don't get with every platform I'm gonna plan to production and then Thursday you get the demo well it's that it's the next week it's a Thursday to Wednesday cycle nice and government super simple yes so I think we're at about it time so um well you know we'll we'll be up here for a little bit if people have questions or want to come see us in our booth I know you all will be around the rest of the day uh so thank you for coming I know we had a packed house thank you for standing in the back I appreciate it and I hope you guys have the rest of a joyous day