alrighty good morning everyone I hope everyone is doing well today um yeah let's get started so the topic of today's discussion is what's new in Vancouver for pscs um and I am Kai Amry outbound product manager for public sector Digital Services um so yeah just so excited to be chat with all of you today um so let's just get into it so before we get started I wanted to flash uh this Safe Harbor notice for all of you so just understand that this presentation may contain forward-looking statements but please do not base any purchasing um and implementation uh decision based on them okay so next join us um at Future webinars and 360 exchanges so this webinar today is part of the live on service now series which is all designed to help you deploy faster and Achieve value for customers even more quickly um so you can see here on the screen that there is a QR code so I encourage you to use that to see the broader schedule and to join as many events as you can to accelerate your learning all righty just a bit of housekeeping um we have save time at the end of this webinar for Q&A so please use the Q&A button at the bottom of your screen um as questions come up for you next the presentation will be recorded and shared on the service now community so that those who are not on this call can also enjoy all of the great information here and then after this event you will be prompted to fill out a short short survey please do we appreciate your feedback all righty um so as you can see um we have two key folks you need to know so I'm Kai Amry I'm as I mentioned I'm the appon product manager uh for public sector Digital Services really leading our goto Market efforts I also have my colleague Ryan on the call I'll let him quickly introduce himself awesome thanks so much Kai um welcome everyone my name is Ryan Griffin I am an inbound product manager uh here at service now um I'm K's partner uh on public sector Digital Services and I predominantly work with our engineering team uh to bring a lot of the concepts that you're about to see here uh from initial idea uh through to actual fruition to bring them to life so great to be here and I think you're in store for a great webinar today awesome thanks Ryan so I I will be speaking through the slides today and then when we transition should to Q&A Ryan will be leading that and with that let's talk through the agenda so I'll cover our product strategy go through an overview of our product highlight some demos for all of you then we'll transition into what's new in Vancouver and then wrap up with some next steps so that is where we're headed for today so our product strategy our product strategy is grounded in conversations with customers like you where we've learned that humans are still doing the heavy lifting to serve the customer so while their initial interaction might be seamless it might be modern where a constituent has has multiple opportunities to engage with a tier one agent we realize that it gets kind of messy and difficult in the middle and back office so when it's time for that tier one agent to Route the request and internally they're often having to go over to a colleague's desk and walk over they're having to send an email or pick up a phone call what we're seeing here is that humans are uh left to fill in the gaps that are being left by Legacy systems and Commercial off the shelf Solutions and so a process that could have been done in a day becomes a days and weeks long Affair and this serves to frustrate the constituent and to lower their trust and satisfaction in their government and while this is a pretty big problem it is one that service now is uniquely positioned to solve service now intelligently orchestrates and automates work to deliver Services faster think of service now as a digital assembly line simplifying digitizing and automating work from end to end this provides the middle front and back off office the transparency they need to do their jobs um as well as letting them come together to solve a customers requests quickly and when customers requests are solved quickly and consistently they have a much higher level of satisfaction in their government as we build for the public sector we're leing leveraging all of the great capabilities from the now platform and the ciwf horizontal foundation and then layering on top of that uh content and capabilities that are specific to public sector and we've brought all this together in our newly created uh industry product public sector Digital Services so this was launched back in March of 2022 to serve as a digital platform to modernize and speed up the delivery of government services so this comes with a packaged government data model Foundation to support agencies businesses and constituents all on a single platform there's Omni Channel experiences so that constituents can engage with their government in the way that works best for them there's a configurable workspace for agents so that it's very easy for them to serve constituents there's dashboards and reports for managers so that they can understand the current state of their organization and initiate service improvements and finally we have package workflows so those could be simple workflows such as constituent registration or business registration to more comp Lex workflows like the ones that we've developed for 311 requests and for public record requests just quickly flashing here for all of you um our product Evolution uh we started off really focused on building a solid data model Foundation um and from from there we have branched off to build out applications for specific uh government use cases so we have the service request Playbook that was our first package application we follow up with the information request Playbook and then our most recent one is the license and permit Playbook and I'll dive more deeply into all of these in the following slides so in the first half of 2022 we did quite a few different things so we built out a data model foundation for constituent Services um we then built out a configurable workspace for agents um as well as a nice consumer grade a portal for constituents for government managers we built out reports and dashboards we built out workflows that make it really easy to deliver government experiences and then also some conversational chat experiences with virtual assistant in the second half of 20122 we really were wanted to make sure that we're building out our agency service and business services capabilities so that agents could serve consents businesses and agencies all on a single platform and then in the second half we also had our first foray into the package applications with a service request Playbook um and just a little bit more context on the service request Playbook this is a package App application designed to digitize and automate requests for 3 311 requests so 3111 requests are a type of non emergency requests so you know constituents might notice that in their community that there's a pothole on a street they might notice that a street light is out that there's an abandoned car on the road and they need a way to notify their government of these issues and to see that these issues have been resolved and so with the service request Playbook we provide an endtoend experience that enables constituents to make these requests of their government and it also enables government agents to process these requests and to notify constituents that uh these issues have been solved so that was an exciting Innovation that came at the latter half of 2022 and now let's move on into 2023 to see some of our more recent Innovation so we started off 2023 with by providing some enhancements to the administrator experience so with guidance setup we make it even easier for administrators to configure public sector Digital Services so with guided there's it's very clear what are the items that need to be configured and then um the administrator can double click and see what are the tasks that need to be completed to fully configure each item this just makes it so that uh this process is really um digestive for administrators um next Innovation I want to touch on is the agent mobile experience for the service request Playbook so we followed up the the initial Innovation with an mobile experience so that agents have the flexibility to resolve 311 service requests while on the go from their mobile device and so they're able to SK a quick overview of their case load see what are the active critical cases see what are the new cases is they're able to take action they can add comments to the case they can move the case to the next stage um they can set up notifications so just giving them greater flexibility in how they serve constituents now let's talk about Q2 so this is where we had our second um package application and we call this the information request Playbook and this is designed to digitize an automate requests for public records of information and so for all of you who might not be as familiar with the space public records could be press releases they could be trial transcripts settlements depositions um the list honestly goes on and on but governments across the Glo Globe have laws that require them to disclose public records upon request um and what our package application does is that it um streamlines this process from end to end so there's a nice constituent experience where uh constituents can make requests for public records on Portal and then there is a very powerful agent experience to guide government workers and help them um address requests quickly and consistently and you can see that here in this screenshot so on the left hand side the government worker has all of the stages and activities of the Playbook so they know exactly what stage and step they're on in the process there's also builtin business logic so that the government worker is always doing exactly what they're supposed to do they can't skip a step they have to go in the right order because of that built-in business logic um and then on the right you'll see that there's a contextual side panel and this is where they can pull in information that's relevant to them so they can pull in slas open case tasks record information Etc as they're working through the case so that they can quickly process uh the information so that is the information request Playbook and now I'm going to play a recording so that you can see this feature in action let's take a look at a demo of the information request Playbook from the Q2 2023 Utah release of psds this Playbook makes it easy for governments to digitize and automate requests for public records of information Derek bird is a constituent in the country of salana and he is putting together a family tree and looking for more information on his grandmother Danielle Davis he clicks on services to view a catalog of the services offered and then clicks on the foyet tile Derek goes on to populate the form with his information a short description of the request the details the fees he's willing to pay and attachments if Derek needs to request on behalf of someone else he has the option to do so from the form so we see here he's just filling out the last remaining bits of the form adding that attachment and then from here he can go on to click submit from here he sees that a unique request number has been generated now let's view the experience from the perspective of an information request constituent agent Ali Henderson has opened derk's case and Views the information request Playbook which guides her through the entire process process life cycle on the left she can see the Playbook stages and activities in the center Alice can view the current activity and complete the task at hand on the right she has access to contextual side panel which shows record information related records and more Ali begins intake by reviewing the information submitted by the constituent and then moves to the next stage in review she first confirms submission of the required documents she checks off that she has it and then can go on to the next step next you reviews the list of exemptions to make sure this case does not fall into one of those categories since there are none she selects exemption check box at the bottom and then clicks Mark complete next she reviews similar close requests which populate based on the short description and details provided by the requestor if there are similar requests then the agent can link those requests to the case so we'll that see that in a moment so yes the requester links to the case and then unlinks it just because not apply in this situation so she's going to note that here and then move on now she uses guided decisions to estimate fees so she goes in as in her input clicks next and then it calculates once it's calculated she can add it to the case and from here she can add in work notes and then request fee approval once the fee is approved internally she sends their case for request or approval now let's return to Derek from the portal he reviews and approves the fee next the agent records receipt of payment now she moves on to the next stage process at this step she uses document management to find the information requested upload it and link it to the case when she's finished creating and linking the document then she's ready to move on to the next stage in the process her next step involves preparing for the legal review while the legal team reviews the documents and makes any needed revisions the agent can use this case task to communicate once legal reviews the documents and approves then the final set of approvers reviews and decides whether to approve or reject and now that the final approvals are in the agent can release the information to the constituent during the final step Allison selects the appropriate resolution code and proposes a solution now let's return to Derek seeing that the information has been released he accepts the solution he's then presented with a short customer survey where he indicates how happy he is with the transparency and speed of the resolution so this is how the information request Playbook enables governments to digitize and automate requests for public records of information all right you that's it the information request Playbook so now let's talk about what's new in Vancouver while we're all here today um so in Q3 we had an exciting set of new capabilities come out um the first all kind of related to agencies and agency services so first up is the agency services portal um and this is a One-Stop shop uh for agency staff so so from the agency services portal they can see such critical information such as all the cases that they've requested um they can see the businesses that are associated with the agency the constituents the household the items received they're also able to take action so they can submit cases they again um on behalf of the agency they can submit cases against items that that they've received they can onboard staff from the portal so there's a lot that they can do from this portal and addition it just this experience makes it really easy to support walk-ins in addition to other types of channels so because they have all this Rich contextual information from this portal um if a if a constituent walks in they're can easily see if that constituent is associated with the agency they can easily see if the constituent's request lines up with the services that the agency provides so that is the agency services portal next we have agency services offered so this enables us to list the services offered by particular government agencies and so previously one was only able to Associate services at the government customer level but now we can associate it to each particular a agency and this is great because it reduces case ree work as more requests are being funneled to the right agency that can actually resolve the issue so that's a really important benefit and additionally it just empowers agents with more information so an agent can clearly see the the services that are offered by their particular agency but they can also see the services offered by other agencies and so when they're engaging with constituents they're better able to direct them and highlight which agency offers what service so that is the agency services offered capability and then last from Q3 we have agency Associated customers so this um enables our customers to list and track the customers of a particular government agency um so this wasn't available previously um it was just customers were ass iated at the government customer level but this really empowers um agents by enabling them to really understand their customer base and be more proactive in their service now that they know who are those constituents that are associated with their particular agency um it also provides for data security um so agency staff is only seeing the constituents that are associated with their particular agency they're not seeing uh the constituents related to agency BCD andf and this just makes sure that they're only seeing the information that they should um and that just really make sure that we're elevating the customer experience while also at the same time protecting data so now let's move on to Q4 of Vancouver um and this is an innovation I'm personally very excited about um it is the license and permit Playbook look um and this is a broad spectrum application designed to address a wide array of license and perit use cases all with the goal of simplifying and modernizing the delivery of licenses and permits and we know that licensing permits really touches so many areas of life most of us at some point in our own Journeys have needed to get a license and permit and what our package application does is that it again digitizes and streamlines this process from end to end um so there is a constituent experience that we've made so that it's really easy for constituents to track the status of licenses and permits and apply so we have an outof thebox e signature widget that we've created an outof thebox fee summary card to create to deliver constituent experiences at the same time we've built out a powerful agent experience um so that governments have a guided experience while they're addressing license and permit uh use cases um and this is actually in the screenshot we're seeing our new process-based experience layout in the workspace so again all in the service of guiding the government agents so up top there are Chevrons which show the four stages of that the agent needs to go through um and then the stage that they're currently on is highlighted so they know exactly what stage they're in and then on the left you'll see the activities and that's like a double click down into this into the process to see exactly what step they're on so they can see the previous steps that they've already completed what step they're currently on and what's ahead this just really helps to orient them and make sure that they delivering consistent service below that we have critical information that the agent always wants to have have available and at their fingertips so that could be constituent information it could be things like license and permits that the constituent has already received they have their main workspace where they'll do their work and on the right hand side they have the contextual side panel where they can pull in information as needed so just a very powerful experience for agents to do their work and do it well and now we're going to see this feature in action Derek a constituent in the state of salana is looking to start his career as a fisherman to achieve this goal he will first need to secure a commercial fishing license from his state government to get started Derek selects services to access the service catalog then Derek navigates to licenses and selects request license Derek veres an eligibility checklist this is made possible through order guides a capability that helps consumers select the right product once D confirms his eligibility he can proceed to The Next Step filling out the form given that he is a registered user much of his personal information is pre-populated Derek goes on to specify the desired permit type by selecting his preferred option using the drop- down menus next Derek selects permit endorsements so that he can customize his permit to fit his specific needs since he would like to harvest C Herring and striped bass he marks the corresponding boxes as you can see these selections result in changes to the pricing total all of this is made possible by an outof thee boox pricing widget designed specifically for license and permit requests next Derek reviews the affidavits he tests that he understands and then proceeds to sign his name using the outof thebox E signature widget and then goes on to upload his ID and complete the form once the submission goes through a status page appears with a unique request number from here Derek can track the progress of the case and leave comments now now let's take a look at the agent experience Alma is a licensed and permit constituent agent in the state of salana from the configurable workspace she clicks on the newly created case to get started upon opening the case the agency is a nice modern Playbook experience with the latest process-based experience layout up top the agent can view the Playbook stages and activities on the left the agent can view the current stages activities and view critical information such as constituent information on the right the agent has access to the conal site panel since the constituent completed many of the intake activities on the portal The Playbook has advanced to review request now the agent reviews the application information and proceeds to the next step now the agent sets up a consultation with the constituent using work notes the agent suggests a few potential dates and times she clicks request consultation and then awaits a response from the constituent from the portal the constituent receives a notification he selects it to learn more Derek now sees that an action is requested of him so he goes down to the activity stream to indicate his preferred date and time once he's done that he selects approve upon receiving the constituent's approval the cas agent proceeds to the next activity process payment here the agent documents that payment has been received bya a third party system and then moves to review the first activity in review is verify supporting documentation Alma clicks the attachment icon within the contextual side panel to view Tony's state identification next she opens up the attachment to get a better look when she has reviewed she records receipt and then updates her work notes from here she moves on to the next activity the next step is verify credentials Emma can use this activity to view credentials such as exam scores course transcripts that may have been provided by third party institutions now she can move on to request an inspection this activity is initiate and perform inspection here Alma updates the work notes with instructions for the inspector this next activity is record findings following the inspection Elma updates a case with any results once this is complete she moves on to process the next stage in the Playbook during the assess application activity the agent reviews the submitted information along with the case updates to determine whether another inspection is needed in this instance she goes ahead and skips the inspection in the proposed decision activity the agent proposes an initial application decision based on the information gathered in this instance Alma recommends approving the application and senses up the chain for a round of review a colleague has reviewed the proposed decision and approved here in the confirmed proposal activity Amma has an opportunity to revise the proposed decision based on feedback she then sends it out for another round of review Once all the approvals are in the agent can go ahead and generate the license upon clicking generate the license record for the license is automatically created now that the license has been created the agent is ready to send an electronic version to the constituent she uses the work notes to capture work done and then moves to the next activity in this activity the agent meals out the license to the constituent now it's time for the agent to wrap up the case she selects the appropriate resolution code writes out a resolution note and then proposes solution now Derek the constituent selects the notification from the portal upon selecting he sees that the case has been resolved and the license approved from here he can go ahead and accept the solution this is how the license and permit Playbook from the Q4 Vancouver store release simplifies and modernizes the delivery of licenses and permits there there you have it the license and permit Playbook and with that we can wrap up so just want to leave you with some next steps first I encourage you to download the psds store apps so the license and per Playbook the service request Playbook the information request Playbook psds core and start just get start playing around with it get used to it see what's there um and beyond that I also have some other things I'd love you to check out so we have another live on service now webinar called getting started with public sector Digital Services and this really goes deep on the foundational capabilities that we offer to enable governments to serve constituents businesses and agencies on a single platform so that's on YouTube on our pscs playlist um it's also on the service now community so definitely check that out if you haven't already we also have an extension framework on the partner Success Center and this provides implementation best practices to build new applications on public sector Digital Services it's about a 100 page document it's quite robust so definitely a lot of great information so I definitely encourage you to check this out I also really want to highlight the license of permit reference architecture that's going to be coming soon to both the partner to Success Center and now create this will provide a lot of great guidance on how to Leverage The Base license and permit Playbook and build out uh the the product model the eligibility the workflow the customer experience so there's a lot of Rich information to guide um you and on how to use the license and permit Playbook so definitely encourage you to be on the lookout for that because that will provide really great information and then of course there's the psds now learning trading and our now create assets that I always encourage folks to check out well if that is all of the questions then I think maybe we can wrap up a bit early thank you guys all for sharing your morning with us and