okay I think we can get started welcome everyone um this is getting started with public sector Digital Services and this webinar is a part of a larger series called live on servicenow before we begin I wanted to note the Safe Harbor notice and Flash it here for you um so this presentation may contain four looking statements but please do not base any purchase decisions based off of what is discussed here um just want to quickly introduce who we'll be speaking today so I'll be the first Speaker hi everyone I'm Kai Emery and I'm a CD or app on product manager for public sector Digital Services I'll quickly pass it off to my colleague Ryan to introduce himself thanks so much Colleen hi everyone my name is Ryan Griffin and I am the inbound product manager on the public sector Digital Services team and Kai and I will be co-presenting today uh sharing a bunch of functionality with you about public sector Digital Services so thanks a lot for having us thank God I'll turn it back to you thanks Ryan all right so as I mentioned previously this webinar is part of a larger series called live on service now so in all of these webinars are really designed to speed deployment and adoption so I encourage you to check out the link shared in today's chat so that you can be stay abreast of all the webinars I know there's another one coming up later today so definitely check that out a bit of housekeeping before we start so we save time at the end for Q a if you have questions along the way definitely be sure to use the Q a button at the bottom of your screen this presentation will be recorded and will be shared on the servicenow community so it'll be available for you to check out again and again as you see fit and then finally at the end you'll be prompted to fill a short survey please do we appreciate your feedback so the agenda for today we're going to start off by talking through the product strategy we'll follow up with an overview of the product's foundational capabilities we'll follow that up with some live demos so that you can see the feature in action I think you'll really like that part and then we'll wrap up with some q a so starting off with our product strategy which is grounded in our conversation conversations with existing customers like you and we came to realize that constituents relied on their government for many essential services so this could be social services so think child care or nutrition assistance this could be regulatory services so things like licenses and permits and grants or Universal Services so think Recycling and trash or 3-1-1 and not only are constituents relying on governments for a wide array of services but there's also a diverse set of stakeholders who are relying on government so it's not just individuals who are requesting Services that's also businesses and organizations that need to interact with the government in unique ways so a visitor might need Transportation or Recreation information a resident might need to report a pothole or access an essential service like housing assistance or a business might need a grant or a license and permit and so there's a lot of different people who are relying on the government and they all are expecting a consumer great experience when they do interact the issue with delivering that consumer grade experience is that humans are still doing the heavy lifting to serve the customer so while oftentimes that initial interaction between the constituent and the agent is digital um when it comes for the agent to Route the request internally to the appropriate place that's where a lot of the manual processes start to emerge and so that agent might be walking over to a colleague's desk to Route the request or they might be picking up a phone or sending an email and what we're seeing here is that humans are filling in the gaps left by Legacy systems and Commercial office Health Solutions and so something that could have been resolved in a day ends up transforming into days and a week-long affair this is where servicenow is comes into play and can uniquely solve this issue so instead of just digitizing that initial interaction between the constituent agent servicenow can digitize the process from end to end intelligently orchestrating and automating work so servicenow is automating multi-step processes providing teams visibility into status I'm providing and supporting government workers providing built-in business logic and contextual guidance so they have everything that they need to do their jobs and as we've been building out our product I wanted to share kind of how we've thought about it so we really thought it was important to lay a strong data model foundation so that we could serve constituents agencies and businesses on a single platform from there we're focusing on building packaged applications targeted targeted towards specific use cases so examples include Social Services regulatory Services Universal Services as well as agency to agency services and this is all in service of accelerating time to value and helping governments like you build trust with your employees and with the constituents that you serve and as we build we are leveraging all of the great capabilities within the ciwf horizontal Foundation so things like case order install base that come from the ciw of horizontal Foundation are available within the public sector product and what we do is that we layer on top government specific content and capabilities to address government uh specific challenges and just providing an overview of what is included in our product I'm going to dive deeper into some of these areas in the next few slides but we provide a package government data model Foundation we're providing omni-channel constituent experiences so um constituent can engage through a variety of channels whether that's through our service catalog on the portal through virtual agent through engagement messenger Bliss goes on a configurable workspace for Asians serving constituents serving businesses they can really determine which Fields show up for them and make the workspace work for them um for government service managers there's pre-built dashboards with public sector content that they can use to understand the current performance of their organization as well as see what services the organization is offering and which are the services that Constitutions are actually requesting um and calling in about and then packaged workflows for common government processes so now I'm going to dive into constituent services so we knew that was going to be important to provide a modern experience for constituents and the Agents that serve them and so we laid out a data bottle Foundation where we're building off of the CSM core data model and creating government specific fields and labels that governments could leverage was well as extend on our defined architecture we also have things like our government case types which speed up the development of new workflows um and then in terms of the constituent experience we're making it really easy for constituents to request services and track status from our portal um so not only is it easy for them to make that initial request but they can go on to the portal and see at any time even outside of business hours what the status of their request is and then from the agent end of things they're able to have a workspace that is tailored to them where they can have all the contextual information that they need to resolve a constituent's request quickly and consistently we knew that it was important not only to serve constituents but also to serve both constituents and businesses um on a single platform and when I say businesses I'm not just talking about for-profit businesses I'm also talking about small businesses non-profits and educational students educational institutions all of whom need to interact with the government and make requests and so we built out a data model Foundation of workflows that support common um processes like having business owners self-register themselves having them on board their staff and giving them their staff access to business information and then being able to track key things like the services the business has received over time or the permits and licenses that they have been awarded and then the last thing I wanted to cover um is performance analytics and this is really designed with the government service manager in mind and this helps to monitor improve Service delivery so there's two dashboards that are available to managers and one is the constituent Services dashboard which really provides a snapshot of the organization's performance and it helps managers understand how many open cases are there right now how many closed cases did we have this week how are we doing in terms of Asian productivity and then another dashboard that services offer dashboard which provides a really robust and comprehensive picture on all the services that are being offered as well as which ones are constituents requesting on all of these foundational capabilities that I've mentioned enable us to serve citizens businesses and agencies on a single digital government platform and while I've talked about our foundational capabilities I want to highlight that there's so much in this product and even though we released in q1 of 2022 we've done a lot so we built out our constituent services our performance analytics as I mentioned but also we've been we've been building out package playbooks which are packaged applications on targeted use cases so we have the service request Playbook the information request Playbook as well so there's a lot of Rich information and capabilities that we've delivered alrighty and now we're on to the fun part which are which is the demos so at this point I'm going to pass it off to my colleague Ryan Griffin to walk you through some of the demos for constituent services awesome thank you so much guy appreciate it I'm going to take over screen sharing so I can walk everyone through uh the demo today so hopefully that's loading in on your side as we speak foreign mentioned I'm going to walk through a series of constituent facing functionality for two sets of use cases the first is going to be for an existing user so we have our constituent here at Emma homes I want to demonstrate how Ernie can log into his government agency's portal he can take a look at a variety of different Services you can also take a look at things like if he's a member of a household the members of that household items received Services received and any cases that he may have logged with that government Service Agency over time and then secondarily I'm going to access our government services portal um using our Persona Alma Watson she's our government services agent and I'm going to demonstrate with Alma the configurable workspace that we have for our government services agents so I'll be able to show you a list of government cases um the 360 degree view of constituents likewise if they've received any services or items I can show you that from the government services perspective and then last but not least I'll show you how to verify a constituents so this is if someone interacts with your government agency you can look them up make sure they are who they say they are verify that contact information before doing such things as logging a case on their behalf I'm going to show you a little bit about that new user experience so this is someone who's never interactive with the government agency before I'm just going to quickly show you how they can access your portal they can log in excuse me create an account say log into your portal and then ultimately how a email gets generated to confirm their accounts and they can do such things as maybe you know update profile information things of that nature um and then from there I'll turn it back to Kai who's going to show you a little bit about some of the business uh related functionality all right so I'm going to dive in first to our existing uh constituent uh who's Ernie Mahomes I'm going to log in as Ernie and so once Ernie's logged in as you can see um he's met with again the Branded government portal that you can customize and configure on your own there's a whole host of menu options across the top and I'll speak to them kind of one by one the first is this services like so it's here really where we've got the the categories of of types of services that your government agency May provide now as you can see we've got information requests and service requests out of the box but you could add any additional applications that are relevant to your government's agency um so if it's like a demonstration I'm going to go in and just submit a sample service request so you can see what that experience looks like from Ernie's perspective so you can see here very intuitive form you can either specify an exact address or if you don't know the exact address you can reference the cross streets for where maybe this pothole is located but for sake of our demonstration I'm going to just enter in an exact address and so it's just as easy as adding a couple of attributes to a field and once I've identified where this particular pothole is located I can then provide some information about the service request itself so I'll enter in a short description just to provide the government service agent with a little bit of context about my problem so that they can again maybe assign the right resources um and for sake of demonstration I'm just going to copy the short description right into the details but it's here we provide a little bit more context around your particular issue so that the government serves the agent understands exactly what the nature of the problem is uh and again has the right resources to to resolve your ratio additionally there's a pre-populated contact information because Ernie has an existing profile with this government agency you can see here he's reporting it as himself and it already has him listed as the constituent Ernie can also add some additional attachments let's just say you know maybe he had his smartphone and he took a photograph of the pothole he can upload that pothole photograph as an attachment to this specific service request once all the required information is filled out Ernie can then go ahead and submit this request and it's again going to be routed immediately to that government agency responsible for fielding this type of service request okay earning is presented with a bit of a summary here so you can see here this information about the case that was created and where that case is in the overall workflow so very helpful information from Ernie's perspective uh Ernie connects also access this information by clicking on the your cases menu item where you can see here not only is the case that I just logged available but if you log any historical cases as well with this government agency they're also visible uh from this perspective some other information that's also available to Ernie is is if he's part of a larger household he could take a look at this information here so you can see here Ernie is part of the Mahomes household where he's got relatives such as Amy Jill and Daniel and this can be configured such that you can set up additional people within the household you can add and remove attributes that are relevant to the household itself likewise uh if Ernie has received certain services from this government agency again you can click into that your information Services receive the menu option and you can see here already have received a service around maybe a sidewalk issue that occurred within his neighborhood and then last but not least in the your information category that I want to show you is items received so this could be if you've set up services like say licensing and permitting you can reference that information here so in our example here Ernie has his driver's license from the state of Washington uh as well as his marriage license and then lastly across the top here in terms of functionality this is really cool feature around notifications this is really how the government agency can interact with constituents um so if they're pushing out information if they responded to a case that you've logged or they're even just reaching out to the constituated to provide additional information about their case all of the those types of notifications will be present here so you can see here we've got a sample case here where you know personal medical records of Jamie Oliver those would be relevance and and pushed out to Ernie where he can see that here last but not least in terms of like uh information providing if you click into Ernie Mahomes itself you can take a look at his profile so you can see here there's a whole host of identifying information additional information and then various ways in which you can contact Ernie and then last but not least that at the bottom of this page again you can see that Ernie is part of a larger household so not only can the household information be accessed from the your information tab up above but also by looking at the uh profile for Ernie Mahomes if Ernie needs to change any information within his profile it's just as easy as clicking on the attribute within the profile updating that information and clicking save so it's as easy as that right the last bit of functionality I'd love to show you is our virtual agent in Virtual agent can use a variety of Technology including gen AI in this particular instance I don't necessarily have it installed but I do want to illustrate how Ernie can not only create a service request case via the menu that I highlighted above but you can also do that via the virtual agent so you can see here just by interacting with the virtual agent clicking a couple of different prompts Bernie is able to submit a new service request case similar to as I did it by clicking the services menu listed above so multiple ways by which you can interact with your government agency right so I'm not going to continue on you did see how it was a service request was created on the previous screen but for sake of this demonstration I'm going to end this conversation and transition over to Alma Watson who's our government service agent I want to illustrate from Alma's perspective what that agent experience looks like so I'm going to transition over to a new window and log in as Alma Watson so if you recall Alma is our government services agent and she would be responsible for fielding the various requests that would be coming into her government agency okay so similar look and feel portal experience I'm going to dive into the configurable workspace yeah just so you can see what that agent experience looks like from Alma's perspective so I'm going to access um Bernie's case from earlier before just so we have a point of reference so we can kind of trace it through that full life cycle from already originating it on his portal experience now coming through to Alma where she would feel it so this is kind of the age and experience you can see here really detailed information about the service requests that Ernie logged um all of these Styles can certainly be configured everything from the service request details itself at the location for that particular pothole um all the way down to some basic institutional information that Ernie van provided at the time he was logging the case uh in the center tile here there's our activity stream so this is uh capturing any information that uh and actions that we're taking on the case uh throughout its life cycle and then on the right hand side we've got some basic record information here um just showing an overview of the case itself who the consumer or the constituent is that log this case and the timeline so how long has this case actually been in flight and ultimately moving towards resolution one of the cool things I did want to show you is a 360 degree view of the constituent and that's accessed by clicking on the constituent record itself which launches uh the constituent information tab and then by clicking on the constituent information header at the top there we really are met with this full 360 degree view of earning so not only do we get some identifying information about Ernie himself we're also looking at things like recent interactions with Ernie so maybe he's called in to this government agency maybe he's interacted with it via chat so there's a variety of different tiles presented here that show Ernie and how he's interacted with this government agency uh likewise similar to Ernie's view uh Alma can take a look at any services that Ernie may have received so if you recall here or any log to service requests for a pothole in the past that puzzle was fixed um and you can see here the details of Ernie's case on the services received tab uh likewise we took a look at the items received so if you are set up for licensing and permitting um and uh Ernie comes in and submits a driver's license and marriage license request and receives those you can view the details of those cases here okay all right so one other thing I'd love to show you um is uh how to verify a constituent so this could occur if a constituent say calls in or interacts with your Government Services Agency and you want to actually go in to verify um the constituent so I'm going to bounce out here to our interactions functionality and just start a new interaction run so let's just say Ernie calls in and he's looking for a particular service I'm going to start this interaction just designate the type of the interaction as being phone oriented and then I'm going to click over into our contextual side panel on the right hand side here and then let's just say we're asking for Ernie to verify himself via some means maybe it's his driver's license maybe it's his email maybe it's an address what have you but he's able to provide some sort of information about himself so that we're able to verify him so for sake of this demonstration I'm going to say that Ernie provides his email address and as you can see here at the minute I start typing that into the text box it's able to locate Ernie Mahomes as a constituent I'm going to click into that um that option there that found Ernie and then as you can see here there's a variety of information by which the government agent can verify earning once we do so we can click that verify link and now this particular interaction Auto populates with Ernie is the constituent it shows that we have verified him and then we can start adding details about that this interaction if for example that government service agent is on the phone or chatting with um someone who isn't necessarily verified um and they're not sure whether that person has a profile they can first search as I demonstrated let's just say they're not able to locate the person the person doesn't have a profile created they can just as easily go up here in the header click this can create constituent button and what that does is load a form by which the government service agent can then create that constituent record so you can see here name address a whole host of attributes that are going to help substantiate this constituent okay so I'm not going to pre-populate this form I will actually save that for a later demo but I wanted to transition over to the last part of our constituents Services demonstration which is a new user um so if someone comes into your government agency and does not have a registered account they can easily do that by clicking in on this register link here at the top of the screen as you can see you brought here to register a variety of type of accounts you can register as a constituent a business contact or a new business for sake of our demonstration I'm just going to go in and register as a constituent and and our constituent here is Jim Griffiths if you're a member from our presentation so you can go in you can fill out your email name address and then you need to obviously set a password because this is going to be the account by which you log back into the government agency portal so I'm going to just create a fictitious account uh simple validation just to confirm that uh you're not a robot and then just agree to the terms and conditions and click the sign up button and the account is created now what happens uh behind the scenes is that there's a confirmation email that gets created this is to confirm that Jim Griffith's email is legitimate um and Jim would receive that information uh he'd go into that email he'd click that link his account would then be authenticated and then he'd be able to log into the portal so for sake of demonstration I'm not necessarily going to show you that aspect because it does take a couple of minutes but I am going to transition it back to Kai and she's going to show you a little bit about our business services it's okay I'm gonna hand it off to you thanks Ryan all righty so Business Services support I'm going to show you a couple of demo flows related to this and as you'll see as we go through the demo so a lot of the experiences whether it's the constituent experience or the agent experience is very similar um to what we saw for constituent services and again it's the whole idea is that we can serve both constituents and businesses on a single platform so you'll see that come to life so the first flow that I want to walk you through is the existing user experience so this is someone who's already registered it's already set themselves up um on our portal and so I'll walk you through Robert Bells who is going to make a request because he has a aggressive dog on History that's making it dangerous for residents it's making it dangerous for the customer trying to visit his business so we'll see what that experience is for him as a business making a request we'll also be able to see his business information see how he can view his contacts update make updates to his contacts and then finally we'll just see some other elements of the portal experience for him so we'll see a list of his cases so that all that historical information that he has access to as well as his profile that he can manage and update will then transition into the agent experience so we have Ava Rose a government agent who is set up to serve businesses so we'll see her lock into the configurable workspace see a list of cases um and view those case details um we have a business 360 that provides a holistic picture of the business of all the services that they've received the items that they've received all of the recent interactions so we'll get to see that through Ava Rhodes as well um similar to kind of what we saw in Ryan's flows we'll also see how an agent can respond to a phone call and then look up and verify the business owner assuming that a phone call had been made so we'll get to see both here alrighty so let me transition into the existing user experience so this we're on our portal which is a modern clean experience again very similar in layout to what Ryan just showed you um so right on the landing page we have a list of articles that might be relevant to Robert one has been pinned as featured so there's the option to really highlight information that it's important for business owners and constituents to consume so um there are two ways for Robert to make a request um he can make a request using virtual agent um it's just loading so he will click on show me everything create a service request case and then can just follow along on the prompts um to begin um initiating that request I'm not going to walk through all these steps right here because I'm going to show you how you show you how to make a requests by the service catalog but just want to highlight that this is an option so I'm going to end this conversation now um and then make the request through the service catalog and so there's a list of categories here that makes it really easy to navigate through and find the form of Interest so they because there's an aggressive animal um near his business that's making a dangerous for himself and for customers he's going to alert his government of this issue um and so he's just gonna fill out the form with key details I'm going to provide a short description so that it's easy for the agency to understand what's happening if you wanted to put an attachment maybe a picture of the aggressive dog he had the option to do so here um and now he's going to click submit and in a few moments we'll see that a unique Crest number has generated and so from here Robert has the option to really stay up to date with the case as it progresses So within the activity stream um updates will populate from the government agency and so this is really nice he can get access to status at any time as he sees fit um now that we've seen how to make a request I want to show you the other elements of the portal so if you click on your cases just taking a moment to load um we'll see a list of all of the cases including the one that we recently created up at the top um so he just has a lot of that historical information which is nice if he wants to look at and manage his business information he can go to the your information menu okay it's just taking it's to load so you can see up top that the key details of his business are listed here and then below he can dive into different areas so he can see a list of his business contacts and these can be his secretaries his lawyers his project managers anyone that he's on boarded onto the platform he can again he can also access his list of cases he can see any services that his business has received over time um as well as items received and items receives can be things like um permits and licenses so you see Robert has a Contractor License here building permit uh things of that nature um so I also wanted to show you how not only can he view a lot of information but he can make updates so I'm going to go back to contacts and we're going to make an update to one of his contacts so Harold Webb has been promoted exciting and so he has a title change so instead of project manager it's now a project manager too so um from the portal Robert Bells can easily make that update and have it be saved awesome we can also see that from the portal that notifications appear so um as the government works on cases and there's tasks for Robert to to act on thing notifications will appear here on the portal for him so it looks like someone registered to be a business contact and so he can click on this notification um and then a approval form uh generates and he can click on approve to associate Maya with his business the last thing I wanted to show you was um his profile since we've seen how he manages his business I wanted to show how he manages his own personal information so here again very similar to the constituent view um he can upload a picture of himself um he can update the key details about himself let's say he got a new business phone it wasn't 0196 he can update that here he can reset his password and stuff like that so there's a lot from Portal that a business owner can do to manage his information and update it as well as make uh requests so at this point I want to transition into the agent experience and show you what it looks like from that perspective so just bear with me one moment and we'll be signing in as Government service agent Eva Rhodes okay you're with me one moment Zoom is kind of covering where I would normally where I would normally do something bear with me okay so Eva Rhodes logs into the configurable workspace and she can see a list of all the cases that are relevant to her and so she sees that that recent request from Robert Bells has just come through and so she can click on it to get started on the work and just something to know about this workspace it's again very similar to the workspace for an agent who's serving constituents um it is configurable and there's a lot of contextual information on the right um so there's record information contact information timeline and isolation information that's available for agents but she can look through the information that Robert submitted through the Forum here um but something I really want to make sure that you see is the business 360. so bear with me one moment as we pull that up so through the business 360 we get the key details on the business up at the top we can see a breakdown of the cases so see what's in draft what's the work in progress what's closed you can see some details about the recent chat chat interactions in recent phone calls that can give us a sense of Robert's State of Mind what's top of mind for him in terms of his interactions with his government on the right hand side we see things like the recent cases that he's lodged as well as more historical information so the services that he's received and the items that he's received so there's a lot of Rich information available to to um the agent as well as they can see the contact relationships and it's configured to only show three but it could be configured to show um more of his contacts so while in this instance um a request was made by a portal we do know that constituents sometimes call in by a phone so I want to show you how this process would look if a phone call had come in so I'm going to create an interaction and the and from here we can look up the person we're on the phone with and so let's say she wanted to verify using Robert's email she could do so here his contact card populates she can click verify and then then she has verified uh Robert let's say she was on the phone with someone who wasn't registered in the system she could click the create a business or create constituent buttons and create a new person or business that way so there's a lot of flexibility um within the platform so this concludes the existing user experience flow that I wanted to show you um but I'm going to move into our next flow which is showing you how um a business contact can register themselves um so new contact registration so I've alluded to this already but oftentimes business contacts will skip themselves set up on the portal so they can make requests on behalf of the business so let's imagine Andrew Fields is a lawyer and he's trying to get himself set up and associated with Robert bells's business we'll see what that registration form looks like and what that experience looks like for him bear with me one moment so because Andrew Fields has never um set himself up before he's going to see a register button that he can click on to get himself started and this register page is very similar to the register page that we saw for a new constituent so what uh Andrew is going to do is he's going to click the as a business contact UM button and then from here he's going to see a form and he can enter in his information he's just gonna verify that he is not a robot and this business registration code that I just put in that was provided to him by business owner Robert bells and that's just how um Bells can manage the people who are getting added to his business as staff and so the request has been generated and we had seen in the original flow how um Robert had a notification about a new business contact so he'll get a similar notification about Andrew and that will enable him to approve uh interest requests and get him set up so now let's go to the final flow in Business Services support so this is new business registration so sometimes um and well for at the beginning of every uh new business they'll need to get themselves set up on the portal and so I'm just going to show you kind of what that experience looks like as a business owner let's say Darla Martin gets herself set up so let's see that in action so she's going to cut the same register button that we saw previously and instead of clicking as a constituent or as a business contact she's going to click uh as a new business because she's setting up a new business and in this form um she'll enter things like her business name the business structure her business says tax ideas she'll indicate correspondence information so everything as it relates to where her business is located um she can also indicate if she is a minority-owned business or a woman-owned business so all of that's available to her to indicate she can set up that business registration code so that she can get her staff set up on the portal as well as well and then just finally submit her primary contact information it's a long form so I won't put everything in right now but I wanted to give you a sense of what that experience looks like okay and so with that we've walked through all three flows of Business Services support the next thing that's up is talking about um performance Analytics so we discussed performance analytics and the fact that we've created dashboards out of the box for you with public sector specific contact content so we're going to see Jessica Werner a government service manager log into the workspace for government and Views these dashboards that we've created so let's just dive in and see what she sees let's see I think it's so this is her landing page and then she's going to go to dashboards and then there's two dashboards related to public sector that are available to her out of the box so first let's click on constituent service so it's just loading up right now but this provides a really good snapshot of what's currently happening so she can see the open cases that are here the what has been what is currently unassigned and things like a breakdown of open cases by priority so what are the critical cases what are the moderate cases what are what's low she can get a sense of the breakdown of cases by type so are we getting a lot of service requests are we getting a lot of benefit type of cases licenses and permits Etc she can also see um just kind of a time Horizon of cases being opened as well so let's go to the performance section of this dashboard this dashboard provides a sense of what's typically happens so it gives averages for average response time average age of open cases average close time of cases so she can get a real sense of how productive her agents are what does it typically take for them to um get started on cases to respond to cases and stuff like that so this is also a really neat dashboard as well um and then I really like this one about open cases older than 30 days because it show kind of shows what are some of these problem cases ones that you haven't gotten to start work on and enables her to to potentially dive deep and kind of investigate What's Happening Here um so now I'm going to move on to our next dashboard which is a services offered dashboard um what this does is it really does a good job of highlighting all of the services offered by a particular government agency you know provide some good metrics on like you know the average days to provide services average Services requests in the last 30 days um I think that it does also does a really good job of breaking down services offered by type so you can see okay we are offering a lot of 311 types of benefits or we're offering a lot of licenses and permits to our constituents but then the other end of things we can see the services requested by constituents so see you and and be able to compare and contrast on how that's different so there's a lot of neat things here as well you can also see the top services that are quickly resolved the ones that are slowest to resolve and maybe there's Spurs an investigation in terms of looking with at the services that are slow to resolve on whether there's particular skills um or maybe training that's needed to help agents resolve those Services more quickly and then just wanted to show you the benchmarking part of this dashboard so a lot of these tiles have to do with the top services and showing different time Horizons so you can see the top top 10 Services the last 30 days in the last six months in the last 12 months and then just released helps a manager piece together how um services are being requested over time and start to put together trends that might be emerging so this concludes uh the performance analytics um demo um and with that we're almost nearing the end of our presentation um so let's go back to the deck um so thank you so much for taking the time to hear about our product strategy to dive in with us as we go went through the product overview and to show you constituent services and business services support um and performance analytics and to show you all those things in action and show you some demos so thank you for being on this journey with us um as our next steps my call to action is to get started yourself and to download our store apps so that's the public sector Digital Services core that's our performance analytics contact pack for public sector service request Playbook um you know that's the formula that's the first thing you need to do to get started and then make sure you activate key plugins like customer central that helps you see the business 360 and that constituent 360. activate households so that constituents can set up and manage the households that they are a part of and then if you want to provide flexibility to how your constituents and businesses make requests set up virtual agent and activate that plugin and then I encourage you to experience the capabilities firsthand and walk through the same constituent and business flows that Ryan and myself walk through I encourage you to use the out of the box performance analytics dashboards and to configure them to meet your specific needs and then finally I just wanted to highlight that we have so many amazing resources available to you so we have a PSAs playlist on YouTube that has a lot of content on our features we have now learning so that you can get up to speed on servicenow CSM and psds we have now create assets which help you with implementation and then we have our product documentation as well that can help you and guide you as you have questions alrighty well I think this concludes the webinar so thanks so much everyone talk to you later