good afternoon thank you for joining us today kerasoft technology would like to welcome you to our service now Federal Tech talk modernizing public sector Health Service and program delivery joining us today with service now we have Nick Cabrera Federal customer experience workflows Mike Lucy general manager Healthcare and Life Sciences industry and Dr Shaya uh D dagam advisory pre-sales Solutions consultant customer workflows before we get started I would like to quickly go over a few housekeeping items please notice that all lines have been muted to reduce any kind of background noise during the presentation if you have any questions throughout the webinar please use the Q&A feature on the bottom of your screen and we will do our best to answer by the end of the presentation or follow up with you offline this webinar is being recorded and a copy will be emailed to you just to tell you a little bit about kerasoft we are a trusted government IT solutions provider supporting public sector organizations across federal state and local government agencies including education and Healthcare markets at this time I'd like to hand the floor over to our speakers Nick the floor is all yours thanks Sarah and appreciate everyone's time this afternoon um so to kick things off today we'll be examining the critical role of digital advancement in public health care and we'll go through service now strategies for modernizing um current health services and program delivery within the public sector so our Focus will be on actual insights and service now capabilities to elevate that public Healthcare experience so we'll be discussing Innovative Technologies and the direct impact on Service delivery um making sure that the um Federal um Healthcare space is ready for those future demands so on behalf of service now team thank you for joining us and looking forward um to the discussion I'll quickly highlight the agenda um for the remainder of the hour so we'll Begin by outlining the digital Health platform capabilities and we'll be detailing the foundations of our Solutions um after that we'll discuss uh use cases highlighting the challenges faced B in the industry uh the benefits realized in Lessons Learned through real world applications um we'll then examine the role of geni in enhancing Health Service and program delivery um emphasizing its transformative transformative potential and then we'll be following that up with a demo um around clinical device management so we'll be able to show our our platform capabilities in action and then at the end uh we will conclude with a Q&A session so feel free to um chime in at any point but also so more than happy to address questions at the end really quick this is our Safe Harbor so as a publicly traded company we always have to put uh this out there so this just states that if you have any questions um if you do want to move forward towards um some sort of procurement or follow-up information please reach out to myself or your individual account executive to make sure that you have you know the latest and greatest um knowledge and skus as we may have some forward-looking statements here around future releases so kicking off you know as we dive deeper into the core of what drives our Public Health public sector Health initiatives um we'll anchor the discussion around the key priorities that we see are shaping um the healthcare landscape today so first and foremost we recognize the critical need to strengthen our nation's public healthare infrastructure and service now platform is uniquely designed to fortify that backbone of Public Health uh we're enabling agencies to respond more quickly to health crisises and maintain that well-being for our citizens um enhancing patient safety and experience is not just a goal but a fundamental right so our digital workflows are patient- centered reducing errors and providing more holistic and personalized healthc care Journey the advancement of uh scientific knowledge and Innovation is really at the heart of what we do so by leveraging our platform agencies can foster an environment where data is not only secure but also a catalyst for medical breakthroughs and innovation efficiency transparency and accountability and Effectiveness they're not just buzzwords to us uh they're pillars of trust in the public health care programs so our solution delivers on these principles um making sure that each dollar is accounted for each program is transparent and each outcome is measured and finally we understand the importance of coordinated and integrated care uh our platform breaks down silos allowing for seamless interaction and collaboration across various Health Systems uh ensuring that that care is a happening in a coordinated effort so let's break down the concept of a um digital digital Health platform uh at its core it's an architectural blueprint designed to rapidly deploy digital capabilities through our modern cloud services and this is critical in healthcare where agility and accuracy are Paramount firstly our data fabric is a foundation it what we mean by that it's it's our data model and integration Network so think of it as our central nervous system of healthcare it and this allows for seamless data exchange and integration across multiple disparate systems this ensures that Healthcare Providers have the right information at the right time um in order to make life-saving decisions next we've uh constructed pre-built business capabilities or preconfigured workflows as we'll dive a little deeper into these are like a preset uh preset tracks on a race course so it's guiding the flow of operations without the need for timec consuming setup and this means that agencies payer and providers can hit the ground running with workflows that are already optimized for their unique needs and lastly industry specific data connectors will serve as the specialized Tools in our tool set so they're designed to interface with specific data ecosystems in the healthcare and Life Sciences space um ensuring that that data not only flows freely but also securely in a compliant um and in compliance with industry standards so in essence um as we move forward a digital Health platform it's not just about having that digital presence it's about really harnessing the technology ology to deliver healthcare services that are more intuitive efficient and align with the needs for modern patient and Healthcare Providers and as we move forward we'll show you how these components come together to create that seamless experience as we navigate uh today's discussion um we're looking at a familiar architecture to those who have worked with service now over the years so this framework is really the backbone of our platform it's designed to unlock value from existing Investments while simultaneously creating new and compelling digital experiences so while each component of this architecture plays a critical role our Focus today zeros in on the customer and Industry workflows on the top left this is where service now um will will excel in this space we we're providing tailor solutions that resonate with specific industry needs so here we're not just meeting expectations uh we anticipate and shape them as we go delivering these experiences that are transformative as they are intuitive um so as we move forward we'll concentrate today how customer and Industry workflows are driving change and setting new standards for um our customers and and Industry engagement so starting from the bottom um at the Bedrock of our um service Nows offerings is a now platform and what that really is it's an agile Foundation that seamlessly brings together workflows and Integrations it's really the digital underpinning that enables everything from web and mobile applications to Advanced Ai and machine learning analytics it ensures that every piece of the healthcare puzzle is interconnected from the cmdb to the app engine studio um really fostering that that environment where Innovation thrives moving upwards um we see uh the it workflows on that second layer and it's our framework that ensures IT services are not only running but also evolving with the needs of healthcare so that's things like incident and problem management um those are streamlined uh change management is simplified and release management is executed with Precision a above that layer of it is where our customer workflow stands and it's a testament to our commitment to experience and engagement so here at service now uh we're transforming the landscape of customer service with Omni Channel engagement case management and knowledge communities U making sure that each interaction is personalized and impactful and then this is where this gets fund so transitioning to the specialized layer of healthcare and Life Sciences uh service management we were we embed the healthcare data model directly into our workflows so um with patient 360 and consent management Healthcare Providers can gain a comprehensive view uh of the patient Journey making sure that care is both informed and compliant and at the Pinnacle we have our Healthcare and Life Sciences applications applications so those are solutions that are designed to tackle the industry's most pressing challenges um from what we see uh starting from the left vaccine uh Administration Management to previsit management patient support services and and Custom applications that are all built on hl7 fire uh standards and in a red cat Redcat framework so we're ensuring at service now that these Healthcare organizations are equipped to provide exceptional care in in a really increasingly digital world and just to conclude before we get into the um what we're seeing in the industry uh a practical application of our digital Health platform is what you're looking at now and it's from an operational effic perspective so in the complex ecosystem of healthcare uh from home health to high-tech devices the challenge is to work in Connect uh excuse me in concert not in silos and that's where service now will step in so we enable parallel work streams without the typical data management management obstacles so to visualize you know imagine a healthcare environment where providers care plans Labs hospitals payers and devices will all speak the same language where data will flow um un impended across the the Continuum of Care this is what we'll facilitate um a symphony of interoperability and streamlined processes so at the heart you see the core processes managed by service now from patient and clinician onboarding to engagement from care coordination to Enterprise operations all the way through issues and device management these processes are are vital for that smooth operation of healthcare services that need to run in parallel um and and deliver that best patient care and moreover uh our our platform is really versatile it integrates seamlessly with the industry leaning system so at the bottom you see here from CRM tools like Salesforce and Dynamics 365 to emrs like epic and erps uh even HR systems like workday and partner systems like SharePoint are interconnected so this integration capability breaks down these traditional barriers allowing healthc Care Professionals to access and utilize that full spectrum of patient data enhanced decision-making and ultimately leading to uh better patient outcomes so I'll wrap it up in essence what we're not offering is not just a platform but an ecosystem enhancer and this is a tool that you can use to bring together the many facets of healthc care delivery and in turn that'll deliver that U that better Healthcare experience for all so I will transition over to Mike who will go over um what we're seeing in the industry um some use cases and in the role geni is uh fostering our advancement in in our Healthcare Solutions all right thank you Nick and Nick uh you mind driving uh as we keep going here or would you like me to present from my machine I can drive so all right perfect thank you so so uh I see we got a good group on 30 plus people on the call today so thank you all for joining my name is Mike Lucy I look after the healthcare and Life Sciences space as a general manager what that means is my team is responsible for developing the solutions and the products that we bring to Market that solve problems across provider payer and Life Sciences so um these are some of the stats in terms of our customer base worldwide uh here's the main takeaway from this slide as we talk through the rest of it is service now is deeply integrated um and in in many places we started an it but that has expanded quickly to many other parts of the business and because we have such a broad Global lens between private sector public sector and really all elements of goes into delivering Care at the end uh we have what we feel is a unique advantage in terms of the problems that we see and where we bring that platform to solve these problems next slide so as we look about solving problems whether that is uh again public or private I think as you develop solutions for space you should always have a belief and so our belief around the future is that Healthcare becomes more decent C centralized and as it becomes more decentralized for all parties that contribute whether it's creating Therapeutics to delivering the care to paying the bills um it will become far more complicated and that complication is going to come from the sheer volume of people that need care the number of devices that continue to show up and we'll talk more about devices in a demo um and how that role kind of plays out that the number of people that are providing care and we see this across our customer based today we'll talk through a couple examples here that the roles that people are playing are starting to evolve and that directly impacts how we need to manage specifically workflows on how they engage to one uh increase the quality of the care and two decrease the cost of delivering that care through efficiency and that we know whether it was during the pandemic or then fast forward to today that care won't only be delivered in the four walls of you know a primary institution that you that used to be the Main Place everybody went and we see that spreading out and so that really impacts all different agencies it it impacts the the mission of government and it also impacts the the mission of the private sector as well and so we'll talk through with what Nick covered that how that flows across it employee and really those end user experiences next slide so I I put this slide in here in terms of thinking about Solutions remember IID said uh my my responsibility is around the solutions and then specifically the underlying products that go with it I put in a slide for providers um that doesn't we we have those same slides for uh organizations that would really be considered Life Sciences or supporting life sciences and then we also have a similar view for payer I just didn't have the time to cover all of that today but as you look through leveraging workflows so think about the core of service now and workflows in general where backend used to be it primarily focused it's all about how do I ask another person system uh or uh another person's system or device to do something how do I track the linkages and dependencies that go across all of those different silos and then how do I orchestrate that as efficiently as possible and if you if you abstract the concept of like it service management to those three items that I called out what we're we're seeing in our customer basee is there's a lot of opportunities to improve one clinical operations or even drug development operations uh patient navigation so how do you get people to the right place at the right time and do it uh efficiently and in many cases that means moving care out to the edge that's where the care continuity piece comes in so think now we're talking field service capabilities traditional workflow capabilities patient engagement capabilities and then the two bottom layer items are still building off of that base of managing the it stack and then helping onboard and offboard specifically regulated employees and so across this whole ecosystem we've been developing Solutions specifically over the last four years that get highly nuanced in this space next slide so here's another kind of view of what that looks like so there there's two primary products in day or today in Market from from service now in this space so one is around service management and the other one is around device management and so from the service management perspective the idea that you're onboarding you're orchestrating you're streamlining the delivery of that care you're extending it all the way out to the home or some other site and that the back end of the Enterprise operations are all being connected together that is how we've been tying all these different pieces and so where Nick was talking about you know the different areas he he's right like it's one holistic view that we have that says we know our customers today have many different trading partners in their interactions and that there's an important part to play from going from back middle and front office and then all the way back to back office and so service management is delivering on that the second slide here which focuses on device management and we'll spend more time in the demo on this this is around everything that goes into uh devices uh you could think of that as like you know some of the traditional wearable devices but we put a lot of time and effort over the last couple years to focus on uh you know medical devices so whether that's MRI machines to dialysis machines to anything else in between what we've heard from our customers is hey this is a big problem it's a big problem because we're we we don't really know what we own and so there's problems with how we manage Capital around these expenses we also see that there's a pretty big risk tied back to our Phi information because when we're not managing these devices well it creates entry points for Bad actors to go after Phi and then the third piece is these devices are critical uh in terms of being maintained the right way for patient safety and so this notion of protect the data protect the patient and protect the Capital all become a fundamental piece on where we're tying in that experience again it device incident case all the way out to the edge with the engagement next slide so let's go through a couple examples I'll I'll cover some provider examples but I'll also talk through I have some life science examples uh later and then you know if there's questions that come up while we're presenting feel free to put them in the Q&A section I'll be happy to answer them so here's an example from left to right so uh talk through what EMR help is for a second and then we'll actually just look at some of the the customer uh slides that give more examples of what was done in there EMR help is the ability uh to leverage service now to be essentially that help function so think incident and case but to be able to raise request about different things directly in the electronic medical record it doesn't have to be limited to the electronic medical record we see other customers looking to embed that in different portals that they have but this is where how do we help those that are providing care or or working on providing care to not be distracted by bringing them out of the system that they normally work in and so that is a full-fledged um incident case capability directly embedded in like epic and cner we spent the last couple years building out Integrations building out the hl7 fire data model during that time we also built um uh we worked through Partnerships to make sure that we could do Integrations in some of the most meaningful uh medical record systems that exist today one thing that's very unique for service now uh actually globally is almost all the different organizations that build solutions for healthcare and Life Sciences also happens to be a service now customer and so it gives us a unique Advantage is how we work to do Integrations and make sure that we're being thoughtful about the end to end experience we'll talk about um Oslo next but I'll hit real quick on Gold Coast so Gold Coast is a government agency uh actually in Australia where they wanted to bring care out to the edge they wanted to remove the you know they have a wound care management uh Focus where being able to document what's going on uh out at the edge while care is being delivered to the home or another site document what they're actually treating take images of that in of that and actually feed it back into their medical record system and so beyond that they've also gone and looked at anywhere that they have paper uh in their process around care delivery and called it a project of digital Liberation and making sure that they can digitize all things that have previously been paper based and we know there's still a lot of paper based systems that are out there Nick if you wouldn't mind going forward we'll talk through I I got a couple slides in here so this one another government example uh included outside the US market so this is uh for for Norway the problem they have is 4,000 surgical slots get wasted every year so I think patient is slotted for surgery they cancel for some reason a few days in advance and the health system is saying hey I have this capacity but I have no way to tie the demand and the available capacity together and so we worked on a solution here that goes and inventories the uh the H the available capacity of the surgical theaters the devices the clinicians uh so surgeons and Beyond and then we'll dynamically match that uh and we did this actually with a partner with KPMG uh to to dynamically match that to the next citizen waiting for surgery that matches uh the services that are available from that point once it's actually selected it then goes and kicks off as a workflow of patient engagement to start capturing consent and preparing with knowledge that patient to come in to receive their care next slide so this this one is um outside the hospital and you think of this is uh we see this with uh organizations that are lab focused to um Home Care focused to um it could even be all the way out to clinical trial focused but aara caring is an organization that provides home care so non-clinical types of uh of use cases where they struggle to find workers and so one of the things that they use service now for was to go and simplify the process of recruiting people uh to become a worker and streamline the process of becoming becoming a worker tied to LW caring they operate in multiple States and since every state has different rules on what it means um and how to be credential to actually provide these Services they needed a system that was flexible to uh accommodate different rules based on location to recruit and then get those folks ready to provide you know care services once they're actually recruting brought in their service now is tying in where the demand is for services and then is going in help similar to like the oso example where there's an opportunity to dynamically route um that worker to make sure that they can touch as many lives as possible while they're out for the day and also streamline the process for the company so they're not wasting resource and time and cost to deliver that care it actually helps them also maximize their reimbursements because they're driving a ton of efficiency and I think that's really what we're all looking for is can we get rid of a lot of the inefficiency in this process next slide so these are some of the life science use cases and so um many may not know this but from from a service now perspective long before we even built some of our uh Healthcare and life science capabilities we've had organizations and I have a site here for Seamans I also have one for tri Medics that have you are using the platform to go and actually drive all of the um all of the work around devices that are out in the field and so that means from the hey we need to do preventative maintenance to we need to go and and we see that there's a problem we need to proactively go and resolve that problem to I'm actually going to need to request parts to address that problem and closing the loop this is about making sure that these devices are available this is about making sure that these devices are safe and this is about making sure that um as a organization that's providing Services back out to others that are actually providing the care that they're doing it in a way that's cost effective that's not going to just keep passing cost along the system that really goes back to be a burden on the citizens of this country next slide uh AFA similar uh similar example right service now enable simplification standardization and consolidation after sales service management so you'll see whether it's the Seaman health and nears one the the AGA or the next slide if you wouldn't mind going forward to tredic it's and tredic is a a larger service provider uh back to the to the to the greater ecosystem of managing these devices um number of these these uh customers actually started early with us long before we built all of these additional pieces we've made a ton of Investments here to make it re much easier to do this work and also to connect device patient and employ clinician and the broader ecosystem together and so I think the next slide should be off to the demo and I'd like to uh oh last thing we can skip this uh L caring slide and we can go over to the demo yeah so I'll I'll end here oh one back please Nick so I think I'll I'll pass it over and this is just the the set the stage for when we're talking about what does it mean to manage clinical devices with the platform and tie you know asset management and service management all these things together in a complete way this is how we think end to end about this it's the inventory the deployment the servicing the decommissioning and then also the engagement that goes back out to the edge so from that I'll hand it off here and then I'll be available for questions till the end thank you Mike um and thank you Nick and thank you Sarah this is Chan yagam I'm going to be taking over over the demo here so I'm just going to take the screen share um and if uh folks can just let me know um that if they can see my screen if the transition worked Nick or Sarah we're all set perfect perfect um very quickly I'm going to go through a couple of slides to set the stage for the demo that I'm going to be doing my name is chaia dagam I'm an hcls specialist and advisory Solutions consultant here at service now I'm also a licensed physician um with a background in general surgery and so I do have a clinical perspective uh for all the demos that I bring or that I deliver so very quickly I think Nick may have already covered this first one but just to emphasize everything that I'm going to demo is actually live real product it's stuff that you could go and pull down and set up your own service now environment and you could actually build and configure some of the stuff that I've done if not all of it um we are a platform for provider workflow so those of you who are familiar with service now you do have the ability to extend your existing capabilities I know there's a question about service now modules and so forth but we have a variety of modules that can extending your ex ex extend your existing implementations uh to support what I'm going to be showing you um the demo that I'm going to do for you is very very uh focused um and I'm going to just show a quick slide as to what I typically cover in my clinical device management demos um the first we have an experience or a Persona from what we call the portal side or the requester side this is where an end user perhaps a clinician a non-clinician employee someone like that goes in and says I've got an an an asset or a device that I need to on board or put in service or um fast forward I've got an asset or device that I need some corrective maintenance on some a break fix something um went wrong and I need some help to submit and create a case and create work orders and track all that the next two personas are what we call in our fulfiller role or fulfiller Persona this is someone who I'll show you shots of it could be working from a laptop or a workspace service now as a cloudbed cloud-based platform and you could have some of these end users who are on the uh provider side or the hospital side um who are working through the cases approving them reviewing them uh escalating them assigning them then you also have which I'll show you uh in the in the demo as well a mobile fulfiller these are the techs in the field who are using their mobile devices to perhaps uh document the work that they're doing even scan codes and barcodes to identify and make sure they're working on the correct asset and then have all the work assigned to that asset that they're working on and lastly we have a set of uh very deep um and flexible uh reports and dashboards deep in that you can pull in whatever data you want whether it leave lives in service now or flexibly in other applications and you can have service now reports and dashboards point to those and then really uh kind of eye popping uh visualizations uh that are can be dynamically drilled into and that kind of thing so with that I'm going to actually flip over to the demo I'm going to end the slides here um and we're going to start the demonstration by showing first a couple of just examples of the the requester perspective or Persona so here we have an employee Center portal um this is a place where your clinicians and non-clinicians can come in to just get basic information about where they might need to go to submit a case for corrective maintenance or um if they're an employee who needs to do onboarding so some people have vendors or external entities but you could even have your own internal folks who have their own special portal to come in and say you know what I need to create a medical device in service or other type of case all these these environments are fully configurable you can add what you want change what you want update branding all these things are they're so so versatile then let's say I'm a clinician fast forward in time I've got my own portal where I want to use a clinician concierge we know the word portal has come to take a lot of meanings in healthare from a p and clinician perspective so we refer to them or I refer to them rather as concierges this is where you get the white glove service for your some of your employees who might need specific or specialized um communities or knowledge bases or cataloges uh to procure and request things or Support Services in this example um we're going to use a portal to help us create a medical device case so there might be something specific to medical devices or assets so this is another flavor of it but ultimately we all land in the same place where we are able to to submit a case and this is the one that I'm going to walk through a case that there's a major Leak with a hemodialysis machine in this particular story for this particular Persona so that's what I'm working on here a major leak this is a case that's been created I can provide attachments photos videos I can even say here's where it is so if you your text need to use GPS to get there they can do that as well so all these different characteristics or different um components lastly before I jump to the workspace or fulfiller Persona is I can also do this within my EHR so here's a mockup that we have of an EHR I can actually within an EHR workflow because service now is a system of action we're able to come in here and actually open requests and actually create new incidents or new cases right from the EHR workflows if that's something you guys want to have configured for your organization so this is the requester side of the house where I'm be able to create a ticket and again I've created this ticket here which we'll come back to in a moment so now I'm flipping the script to go to a fulfiller workspace so I'm now I'm a different user I'm this person Carol coflin and I've got this major leaking case to work on now this workspace can also be fully configured to reflect what I need to see what needs to be top of mine for me I can even have reports and dashboards and visualizations baked into this workspace here I can even have my schedule or calendar or other different workspaces linked to here as well so I'm going to go into this case right here this major leaking case that we're going to work on for this demo and here's the case detail here now I've got a Playbook configured to tell me exactly what I need to do for this particular case and these playbooks can be configured to help us understand hey for a particular device like a hemo diis machine you need to do X Y and Z but for these other devices that Playbook could change a little bit be specific to that asset that device or that even that problem depending upon how you all want to configure it now when we look at the details for this we have information about the the particular device we have an the asset that it belongs to is it already assigned that kind of thing and now we've I've actually put in automations to automatically create work orders from that case so now we've gone from a case to a work order and this work order has been automatically assigned if we want to by skill by location by availability to a tech um that so that this work can actually get done so we see that this is assigned pertinent details and information for that case that was submitted come through to the work order can be propagated and we have communication and activity channels that can then help us understand exactly what's going on for this particular case and then lastly we have specific work order tasks that have been created for this work order so a single work order may have multiple tasks some organizations have a one to one where each work order equals one task here we have it set up such that one work order can have multiple tasks so I've got this specific work order task that's been assigned to this user Teddy Taylor it's a break fix incident for this hemodialysis machine and it's that this location again you can configure the fields you can configure the workflows everything is fully fully fully supported from especially from a low code and no code standpoint um and it's very flexible and here I am as a physician with this computer science background yes but I'm able to build all this um relatively quickly and not only for demos um but we have some of our partners who look at demos that we do and they actually incorporated into their implementation plans um if it's appropriate so we've got this work here and so the next thing I'm going to do is I'm actually going to flip to my mobile application and begin work on this um so let me go ahead and start sharing my Mobile screen bear with me one moment okay and in a moment you should be able to see my Mobile screen and I've I can't see thumbs up or anything so Nick or Sarah or someone if you can let me know if you can see my Mobile screen we can perfect thank you so right here I'm logged into my mobile service now Agent app um as Teddy Taylor the technician to whom the the leaking hemodialysis machine case or work order has been assigned so I've got my work here I see this device issue leaking profusely but very quickly before I jump into that I want to point out a couple of different things in this app now this is IOS um but it works the exact same way for your Android applications um second next thing I want to point out is we have this assigned here but if I want to go in and choose work for myself because I just I'm a team player or that's the model that we have where we don't have work assigned you go in and you you assign it to your S I can come in here and here look in my group's tasks and I can pick any of these tasks here um and I you can see that there's a variety of information here what's already working on being worked on so I don't repick something else um or maybe I can go help someone out um and is there a prioritization here what's breach we have all these different kinds of criteria that we can or attributes we can look at next I can look at the schedule and see what's on the calendar for me today I see that I've got this leaking issue I see stuff in the past in the future um so I can go and look at the schedule and pick pick work that way selected my work that way and then last just quick piece I can look up like I talked about with the scanning so I can look over here and I can scan this particular asset here it pulls up the hemodialysis machine now this is important because many times we've heard from customers and that hey when we're going in and doing our work we get curbside consults a lot like a while you're here can you look at x y and z type of requests a lot of that work goes undocumented or there's some customer service satisfaction issues for example saying no I can't work on it now you need to submit a ticket and the other side of it and I've been on both Sid says well while you're here can't you just do it you really have to go through the red tape only because the documentation has to happen so that's why we understand that's what text do but here I can create a work order on the Fly and begin working so not only am I getting the documentation I'm also getting that um excellent customer service for those people who need us to fix something right then and there and don't need to be rerouted to a machine to go submit a ticket but back to the work of the day I need to come and work on that particular hemodialysis machine that's uh that's leaking profusely so I'm going to go and jump into that work order there and this is when the clock starts ticking at least from the agent side the clock was actually ticking once the case was submitted so when you look at time tracking you go you can go from time from case submission to assigned to uh dispatched to accepted so I'm going to do accepted here I'm accepting this work time to now from accepted to starting travel so now the time travel um is uh is being tracked now go from how much time do we spend traveling before we went to actually start work so now I'm going to start the work so all these are time these time stamps are captured now I'm working on the the the actual asset the working on the issue I can request Parts um I can look at related information I can create part requests swap parts remove Parts create part requirements um use part remove part um let's go back into there I can also now for example take a questionnaire many of our organizations say hey while you're here and this is optional but you can make it mandatory you need to document X Y and Z before you close out a particular task before you close out the work so here for this hemo dialysis machine I might need to put in some solute readings maybe some electrical things like impedence and resistance um do is a device working and then share a photo or a video demonstrating that it's actually working let's assume I went ahead and completed all that I'm going to go ahead and do submit and we're done with the questionnaire there and we're going to go back to our work and we're going to close complete now at the close complete status I can create a follow-up task if I need to so yeah I fixed this but something new popped up but I can also provide the the closure notes the details now this is where it's important to where we could use our gen AI capabilities and I'll these are the notes that I've actually texted to myself I went and researched um what are the different tasks that have to be completed um to fix a leaking hemo dialysis machine this specific model in fact his specific forus model um so I looked that up and I'm going to paste it here now you can imagine we have someone who might be copying and pasting but this could be someone who's typing it out a tech who's typing it out could also be a tech who's dictating it and this is being captured and this is the work that I've done now this is important here because this is the raw notes right these are the raw uh pieces of uh information that the technician is sharing about the work that he or she did I want to go ahead and put that information in here and close this t so this work has been completed I've completed this I've documented it perhaps I've even done a curbside um set of work um but I could go in and look at this particular asset if I want to and I can see is there any other work that has to have been done for this particular item what else needs to be done what are some related activities what other uh work has to be done um and so we can do all those different um digging down drilling down to create new tasks record additional work all all sorts of things there so what I'll do now is I'm going to actually end this particular piece of it and show you what this looks like on the uh back to the workspace view um so just to confirm uh Nick if you wouldn't mind confirming are you guys able to see the workspace view again we can perfect so let's just close out this work that we didn't see what it looks like we've from this perspective now we've seen this case or work order from the requester uh perspective we saw it initially from this agent perspective where I'm assigning it and routing it we've seen it from the tech perspective where the work's been completed and documented so now let's take a look at it from the back to the workspace view or the fulfiller Persona so now we see the work that's been done and we see that we see the closure notes everything looks good but here's the geni summary summarizing all this into layman's terms this is important not only to have it propagated here but more importantly this has been propagated and conveyed back to and let me go back to those requests here back to that case that was initial so this is a leaking profusely case and we see that the work's been completed this summarizes Teddy's notes the the technicians note the gauges in Teddy discovered the gauges were not functioning properly loading pressures exceeding and so forth so all the notes that I put in raw have been converted using our gen case summarization capabilities um and then this is system has automatically detected that and said hey this issue this case for this machine was identified the issues you specified and it's been fixed so the corrected maintenance process has been completed safely accurately please contact us or create a new corrected maintenance so all of this been has been propagated to the customer or to the person who initiated the case but it's also propagating from recordkeeping standpoint here's the work order task that was actually completed by Teddy the technician so it's been propagated here to the work order task it's also been propagated here to the parent work order so here's the same the text described and so forth the exact same language has been propagated there to the work order and it's also been propagated to the initial case level so now we're at the case level and we see from a case resolution standpoint here the geni notes and then the resolution notes so no matter where you go in this system you're able to go and see that the work's been completed by whom and what was the specific tasks and you can pull it up at the work order level the work order task level um and the case level as we see here so it's all propagated all connected all related lastly before I conclude the demo I'm going to go ahead and close this out and just show you all this work that can be tracked so now we've got the clinical engineering dashboard because it's a clinical device clinical engineering device we've got specific device visualizations and data metrics if you've got some IP listening and some cyber security uh listening or medigate for example with one of our partners you're able to look at that by those types of alerts by location by different kind of assets and then we are also able to look at our work orders based upon work orders that have been completed how long is it taking us to complete them how many do we have open and so forth so that's it from a demo standpoint went through a lot of content there and uh looking thank you all again for participating and for giving me the time and looking forward to hopefully connecting with some of y'all in the future back to you Nick thank you I will share my screen to conclude this give me one second all right Nick you want me to take just the next couple slides take us home Mike thank you all right so uh hopefully what everybody saw on there is how everything comes together that's a great demo and uh I I love that we had some of the Gen pieces um actually shown within that demo and so this is a slide I I actually have three of these slides I'm only going to talk about the provider one just because of time I don't want to leave some time for Q&A but um we will show the other two slides in just a second so when I'm going to go all the way back to the beginning of this call where um Nick was talking about the platform and so one of the things that's really unique about service now is uh we we have really never passed along technical debt off to our customers meaning that every acquisition that we've made over our existence when we when we buy the company for either you know the people or their capabilities we actually rewrite all their code it usually takes us about a year once we rewrite that code we know that the our technology is going to work across all of those different pieces whether it's it employee or customer facing and so it helps us uh as we think about our customers on all the different places that we can bring geni forward so where you see on this how we're going to leverage it whether that's hospital clinical operations the patient navigation that you saw earlier on this idea of how do you summarize what was in the case or even in the chat how do you raise that as an insight and then really what we're doing is removing all of the different places that people have to capture knowledge and we're removing all the places that then somebody has to search for knowledge by bringing those things to the Forefront and because we have one Platform One architecture one data model when we bring those things forward we can not only bring it just into itsm but we can bring it into CSM and then we can bring it into our industry products as well because it's all being powered powered by the same core part of our platform and so these are just a couple different use cases we'll make sure everybody gets a copy of the deck as well um if we go to the next slide I think it's pay Life Sciences so on Life Sciences same thing whether think research or productivity I'm sure everybody that just saw you know with the demo we went through wow look at if those insights can just be gathered and then present it through the AI how much time is going to be saved and the other part is uh what we with our customer Bas is it's not always the customers many times struggle to gather those insights and then even though it's document in the system how do you bring those things forward and so productivity for the research and development commercialization of uh and Drug safety all of those different layers you're going to see this consistent piece of now assist knowledge summarization and then like the bottom part that we had called out text The Playbook we did not show that um in the demo is we have additional cap capabilities as we've been working through this that'll say if you know what you want to write so for example like think chat GPT style being able to go and generate the workflow off of that or the Playbook itself and give you a starting point that is just much that's just that much further along so what's awesome about it is where traditionally you know you would have to go and come up with those ideas or you would be looking for my my product team to go and come up with every place book we're going to come up with a lot of them but you're going to be powered them to go and keep bringing that one step further the last side on payer and I know some folks on the call today probably have a focus of you know the pair S pair part of the equation we have many pair customers as you saw in that first slide more than 120 and so examples where we've seen other customers have success and where we see gen having a great role to play Within the platform is around exceptions whether that is uh exceptions in the prior authorization process exceptions in uh with claims as they're making it through the auto adjudication process we have seen customers over the years leverage the platform to actually work on those things this is going to superpower it so I think that's the last slide Nick I'll I'll hand it back to you to to close us out and then again if there's any other questions um please feel free to throw them in the chat or in the the Q&A section yeah thanks Mike before we conclude um I do think that there was a couple questions that came up during the uh geni slides yeah I'll go ahead and answer them thank you yes so thank you everyone again for your time um as a followup uh like Mike mentioned we will be sending out the uh content so you will have a copy of the information that was presented today um and don't hesitate to reach out uh to either myself or um your current account um Executives that you worked directly with um to schedule a followup if there's if there's anything that you would like to Deep dive um discuss your your current healthc care strategies um and identify maybe a starting point a use case um you like to see demoed out or um talked about um extensively you know feel free to reach out to us and we're more than happy to support so with that I will pass it back over to koft and again really appreciate the hour maybe I'll I'll just touch on the geni question that was in there so um we have a deep partnership with Nvidia uh Nvidia is actually about I don't know three blocks away from our headquarters where many of our product teams uh sit Beyond you know our teams in in India and Beyond and so we uh we've been working so where it says on the geni piece um it's our gen uh we we have our own uh large language models that we are supporting especially as we work with especially government organizations around the world that want to keep things internal we've also um you know done work with hugging face and open Ai and a number of other those other pieces but this is we are not using somebody else's um AI to do this work we built our own and back to the Acquisitions that we made over time about three years ago we bought a company called element AI out of Canada and uh that element AI if if you've ever seen our um our uh do tell uh product which takes uh I think OCR intelligence that can take any paper based piece that then put into an image and then generate and pull workflows out of that image that was a number of years ago we continued on but it it is our own geni okay thank you Mike I'd like to thank all of our participants as well as our speakers for being with us today we hope this information you received during this webinar has been helpful if you have any further questions or would like to request more information please feel free to reach out thank you again and have a great day