good afternoon thank you for joining us today Carol technology would like to welcome you to our service now Federal Tech talk transforming government forms into an efficient experience joining us today with service now we have Joe Kim Senior solution sales executive Mark Maurice senior advisory solution consultant and Dale Stubblefield senior advisory Solutions consultant before we get started I would like to quickly go over a few housekeeping items please note that all lines have been muted to reduce any kind of back background noise throughout the presentation if you have any questions throughout the webinar please feel free to 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 following the webinar this webinar is being recorded and a copy will be emailed to you just to tell you a little bit about caresoft 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 Mark the floor is all yours hey good afternoon everyone Mark here welcome to this webinar we're going to talk about how we can transform the forms in government and um so let go to the next slide my name is Mark Moes as part of the Creator workflow at service now being in the business of helping customers and F agencies for 25 years um and 20 here in the US um I still have my Texan accents I don't know why uh but this is the way it is so don't hesitate to ask questions as you as you go along the way of this webinar and uh with me we have Joe Kim hi everyone Joe Kim one of the federal San creative workflow solution Executives been in the federal it space for a little over a DEC now Dale thanks Joe and I'm Dale Stubblefield I'm also a senior advisory solution consultant on cre workflows with Mark I've been in it about 20 years since almost the late 1900s uh much of that time was as a regular it person doing infrastructure and Enterprise architecture uh about eight years ago I started building custom applications and Integrations on the service now platform so I'm happy to be here today Mark uh what's next what's next in this present we're going to talk about future capabilities in the service now platform so we have the safe har Noti is just to remind you uh you don't have to read everything just to remind you that um don't make any purchasing decision to get the latest updates on service now always reach out to your team thanks Mark so Mark it's 2024 we live in the future now I still don't have a flying car I do have ai now which is pretty cool but why do we still want to talk about paper based forms you know and that's something that really Buggles my mind every day uh but the more I work with fow agencies and the more I see that for some reason people love forms and you know that's kind of a love story between forms and the federal governments I don't know if they start with the same later f uh but you know just look at the OPM website you have 60 standard form 57 for OPM 30 for retirement and insurance five for investigation and each agency that we work with on a daily basis each have their own uh specific forms you know and know and don't get me started with the dood uh that has forms numbers in the thousands so what we want to look into is how we can find a better experience that form because at the end of the day you know these are some experience are not optimal so what about when we talk about forms Mark what are we talking about yeah that's a good question down when we talk about form usually people just think about a PDF or paper based form like you see on the left a request form I need a leave form for example in the dod or I need a form to go to a training like the SF 182 but forms can be so much more than that you know when you when you use a spreadsheet for managing your budgets or some plan uh that's again that's some kind of form that that is a static document even though you start sharing with people and you send it through email or you sh sh with through SharePoint it's still a very rigid structure it's it's it's semi structur and it's hard to automate and then in the middle you have forms that are used as tools such as a risk ass assessment Matrix that are used by law enforcements or by different agencies like a department of agencies they have the correct tool the commercial adoption Readiness assessment tool that they use as uh as a tool to collect data and assess a specific risk and at the end they just give you some numbers that you have to look up yourself and then go manually into a third party system to actually make some other decisions and move forward so what we want to do is if you show next we we had a couple of examples of how we transform this example of a risk assessment Matrix into a dynamic application inside service now and instead of having that forms somewhere located and people don't know where to find it's automatically triggered by the service net workflow present it in a way that it's easy for users to feel and at the end when you click submit on that form the workflow in service now automatically calculates the risk level for you you don't have to go through hoops and understand math it tells you if that law enforcement operation for example is going to necessitate uh a specific team or need to be located at some other location nice nice I like that Mark so it puts some of the logic in the system so the person doesn't have to do it as much that's really cool abely yeah so um I thought maybe we could interact with the audience a little bit I think Kaylee may have a a poll she can help us put on the screen um but one of the questions we were curious about from the audience today what are the top maybe three forms one if you only have one that you frequently use as we were preparing for this one of the ones I heard a lot about from Mark was the SF 182 so maybe some of you have heard of that um markk do you know what these others are yeah that that that's one of the form that comes up frequently when we talk with customers um I've also heard the SF 74 the financial displeasure form um the saw request form on the dod side and the the recommendation forward these are some of the the the forms that that that I hear the most um I we'd love to hear what the audience actually have to deal with because what we can do is actually we can use that information to uh Dale myself Joe and the rest of the create a workflow team for fed we use that information to um come up with Creative Solutions to help the all the agency that struggle with the same forms so the more we know about what you uh need is the better we going to we're going to be able to present some solutions that actually tailor to your specific needs absolutely so I promise we aren't any new questions all day but while we're here just wanted to add one more question of those or maybe other forms in your agency think about which ones are the most time consuming to complete and when I was thinking about this I thought well some may only have 10 questions but it might take days or even weeks to fill them out while others may have a 100 questions and you finish in an hour so regardless of the length of the form we were curious maybe which one of those are the most time consuming yeah and sometimes you know I've seen forms where they are simple but then the data has to be published in so many other third party systems that it's hard actually to do that automatically and they have to do manual data entry which is very timec consuming thanks for thanks for answering those we appreciate the information I just kind of wanted to jog your your thought processes about what that data day experien is like so as we kind of go through the rest of the webinar today there's one one example in particular that we thought we would dial in on uh for the discussion yeah and so one of the things that what we do is that we I see many agency that actually look at forms or their application and they send us requirements and often they spend month and month um typing requirements and user stories and very often They Don't Really deliver at the end the whole process so we take a different approach we take a more human centered approach and we want to use the S12 to show you that approach and how we focus more on the user experience and if you go next we really try to focus on the people what do they feel when they feel that form what is the experience how much frustration are they experiencing and and what will be the idea right and we start asking them um and we're going to talk about the workshop that we do in those workshops with customers we ask them to think in terms of how might we how might we change uh how might we access that form how might we find that form better and so we're going to go through the employee and all the different participants in the SF 1882 yeah thanks Mark I I think I'll start out with the employee path here and then pass it off to you because there's quite a few steps in this but the first thing someone typically does on the SF 182 or any other paper or Excel or PDF form is they have to find it and part of the challenge with that is they don't always know if they're on the latest version just a quick Google search the other day I found three different copies of the SF 182 on different government websites that were look like they were the same but I would have had to have looked through every single field on them to make sure I had the right one because they all claimed to be the right one so assuming I found the correct form the next challenge is filling it out and if you've ever been to a doctor's office and it's your first visit they make you fill out your name and address and social security number and everything two three four times on different sheets of paper it'd be nice if the system already knew who I was the doctor already knows who I am I shouldn't have to provide that information again but in this case I have to type it all over again in the PDF which is time consuming hopefully I don't make my L's into ones and vice versa and then I finally get to the part that's actually relevant for the process which is actually add adding the training and cost information but as I was looking through that SF 182 form I noticed that some of the questions just had a drop down that said one through six go to page six to see what those mean and so that's causing a lot of flip around in the document to make sure you're selecting the right option uh so you could potentially click the wrong one go through this whole thing for weeks of approvals and come back and have to start all over again assuming I actually filled that out I then have to email it to someone typically my manager and with email I don't know when they're going to get it when they're going to look at it or what's even going to happen after that so that becomes a little bit of a challenge just from the employee perspective uh Mark can you tell me a little bit about what happens after that when maybe a a firstline supervisor actually gets the email from the employee yeah and what we hear from people is that actually the first line supervisors like every manager they are inundated with emails right and so they receive the email it's in their inbox but there are so many requests at the same time and so what happens is that now they have to go through find which one is more important I had a customer recently tell me she spends more time managing the the the finding the work than actually doing the work and so that's what we are in the business of and for example here in the first one supervisor wants to actually find that email it's actually hard for them to actually open that PDF and they have to go through the same process that D you just mentioned right it's timec consuming when they see that the employee answered number six on the question 10 it's like what does it mean they probably have seen that form hundreds of times already but there are some Cho questions in those forms that have 20 type of choices that you can select you can't really memorize all of those especially as those forms really change often so um also when when I'm I just open that PDF you as the employee you have no visibility that I just did that why you have no way of telling me if if there's a change in your request so I go and I start validating approving and then I repeat the same work again that you did I send that to my manager and that second line manager again through the same process they have a even more inundated email inbox and they go through the same process validating understanding the field so all the problems stack on top of each order at every layer of the organization and then finally I email this as a second L manager to the training officer yeah I noticed when the training officer gets it it's been through several people on a good day this might be hours on a bad day this could be a couple of weeks of this email and PDF moving its way through through uh the work cues of different people the training officer has a different role where again they're opening up the document validating everything and then they may need to actually go to a different system like Cornerstone and actually put in the cost and training information into Cornerstone to keep track of the records of what's been approved on this email thread by the way which is kind of hard to audit and they're doing the same thing open the PDF look through everything copy it to another system um and then look up in their decoder ring who to actually send this form to and on who's actually going to finally authorize the person uh to go to the training this authorizing person is going to have the same challenge as the first two supervisors they also have to open the PDF make sure it was filled out correctly get additional information from the training officer and then finally sort of give their seal of approval that this person can even go to the training which hopefully the training hasn't already passed that would not be fun to have to do everything all over again finally someone is going to email notice back to the employee through a large email thread that this this training is finally approved the final step in the process here Mark um I believe is the email if the employee is lucky they're not sure what to do but they may know uh to go to this next last final step yeah and that's often the challenge with forms is that often you need a form to actually request another form or get to the next level right to remember this comic we saw from Dilbert right the guy needs a form and then his the guy responsible for this form tells them it's online and so same story here fortunately here this is an example that I was talking with a customer where he told me that he already he's already using service now for managing all the purchase requests and that's great because now as we automate this sf12 process we can this process and automatically kick off that purchase request to our clean service now without having people to manually go and find another form W Mark that's the fun part let's save that for later so as we kind of counted these up we counted there's actually about 13 very manual steps here some way more time consuming than others in this process and I'm pretty sure that we could reduce these down to fewer steps in fewer and a fewer in a lower amount of time so one last question for all of you and this one's kind of a ringer I think you probably all know the answer but we'll just check and see anyway um and maybe we'll have a zoom poll but are any of you interested in actually transforming forms in your agency or no you love filling out forms the way they are already hopefully that's because you've already transformed them all and not because you like the paper forms but hey hey if you like the look and feel of that paper form that is a okay yeah you know we we I often hear um stories from people there are really people that are that want to change how the federal government change uh operates and they want to make it better but sometimes you do have pocket of people that just like to do things the way they ever done things and I think that there is a a way for people to actually in the middle and say bring more people and change the way it's being done and make things more efficient in the garments and I think that everybody is going to be more happy in the end so this is of course you know we had to have 11% of people or four people uh to say that they love feeling formed uh thank you guys I'm gonna assume that's because they're already transformed and it's already amazing at your organization um let's go we appreciate the the feedback so back to these 13 steps there has got to be a better way Mark that we could be doing this and I I think we might all know what the answer to this one is of course there is a better way right so if you look at the process um service now uh can get you to exit that nightmare of uh feeling form yeah especially with the power of Creator workflows U an app engine which is how you can really take the power of the service now platform and build out any process so so let's go back to that big diagram of the current state and see if we can talk about a better way to do this so some of those first problems were where's the form it takes forever to fill out it's not intuitive so I think there's a great way that we could solve that challenge actually all three of those at once with what we call a service portal so Mark I was going to see if you would maybe walk us through that a little bit of what that means yeah what it means is that when we talk about people um the challenge is finding the right form here was an example that we did for the Army where people used to use a PDF form to recommend a soldier for an award here the uh let's say a lieutenant dor connect to the service now portal and instead of having to search the form he can go directly into the AI search bar and he can type the world award what he's looking for and the AI directly searches for all the forms that are available inside service now and he also Pres present the uh different knowledge articles that are available so that people are directed to the relevant knowledge he can go back um realize that he wants to actually fill that form and directly instead of having to fill the data again and again he's really happy that his name is already populated here as a w Commander uh the system has set up his name here and his rank is automatically filled he doesn't have to feel that information over and again he's searching for Sergeant First Class h that he wants to recommend and upon again the data right there was populated automatically now he only has to feel the details of the nomination gotta submit all that achievement that was that justifi the nomination and just right there he has a summary of what he submitted and he can come back at any time to respond and continue that submission right this is just one example of how the service no and be ability to create forms very quickly with Crea a workflow can help you um automate and make that whole process more F less nice that's really cool I I always love how we have the service portal to show those items so going on to the next step of the process there was a long thread here of of email approvals and forwarding of things of open in the PDF making sure that values line up the employees not really able to even have any visibility into the status so I was thinking one way that that could be easily fixed just a simple email so when this first line supervisor gets uh a notification saying hey something's been submitted like an SF 182 it needs your approval then they can easily approve it straight from the email assuming the system has already done all the validations or they can actually click in and go view the request and then see it in the service now portal and that way they already know things have been validated that stuff was already checked when the employee filled out the form and service now took care of that logic so it makes the approval process a lot faster and now the employee being in a single system is also going to be able to see the status as well we'll take a look at that in a little bit the way we we route this stuff though is what we what we call flows it's really our our way that we design workflows in uh a tool we call workflow Studio of course uh but essentially these are just just little flows they're visual they don't require any advanced coding or technical it skills to build them out it's something as simple as uh the ticket was created for the SF 1882 the system sends an email this is all no code you just say who you want it to go to or you sort of link it to that person's manager because we have all the information in the system we send that approval out to the supervisor and it's a simple if statement if it's approved go ahead and and update the ticket say it's ready for second line approval if not just send it back to the employee with an email saying that that was not approved you can link all these flows together in a process and now we have an automated endtoend way to make sure the approval process is guided and people are notified correctly and and on time so Mark after we finish all this though we go back to the training officer um again they still have to talk to a manual system that's great service now did all that validation but they are going over to Cornerstone and retyping the information what would make that a lot easier but you know but also there what what we heard from people is all the frustration right because sometimes organizations uh focus on finding features or specific uh software but they uh miss the impacts on the user experience and their and their job happiness the training off what we heard from training officers and people like that that they have to do a lot of data entry that doesn't add value in their job right They're copying data from the PDF and put that into a third party system yeah and now in the future with 2024 it'd be nice if those systems just talk directly to each other so that's what we're showing an example of here again in an automated flow so we have a another thing we call integration Hub that comes with several hundred of these pre-built Integrations to other Enterprise systems one of those is Cornerstone and so we can easily set it up to say once the training request is approved go look up the employee in Cornerstone and update uh the employee information in Cornerstone this is an integration that doesn't require complex coding or knowledge of deep it things it's a simple is building the flow out and now this training officer doesn't really have to transfer the system from one to another that's going to take the human errors down to zero it's going to make things go a lot quicker because now we're not waiting on a person to look through their email validate everything all over again it's now just an automated flow so there is uh before I go to that next one there's another scenario where let's say that other system doesn't have an API Believe It or Not There are government systems out there that are a little older and don't even have a rest or a soap API and API is how two computer systems talk to each other in in an automated fashion so for those we actually have uh for things like an older ER RP system service now does have RPA now um it's just like your other RPA people you may have heard of except it's you know service now RPA and it can go out and talk to those older systems be it a green screen or some kind of forums application from 20 years ago a robot can now do that interaction so whether it's Cornerstone or an older system we've got you covered on the API Integrations and the older systems where we just have a robot go do it for the person for the systems that do have an API though there's a third scenario there let's say you want to talk to another system that has an API we at service now have a lot of pre-built Integrations but yes there are some that we don't have so for this one I used an example from open GSA and I looked at this regulations.gov API where I can go and look up new regulations that have been passed by our amazing politicians and you may need to go and see what those are on occasion it'd be nice to look them up in an automated fashion there's an API for that so in service now the way I can quickly build that is let's say Mark and I we're going to build this on our own we have to go look up this documentation each step in the process may take us a whole day to build out just a simple activity and there might be dozens of these we have to build out well in 2024 most organizations like this will offer you a file that describes their integration and what we can do in service now is just create an integration based off of that file in just a few moments so in here in the workflow Studio you can see I'm going to go create what we call a spoke a spoke on our integration Hub you get the joke a Spoke is a collection of those activities to talk to the other system so here I'm getting the URL for that file from the uh gsa.gov open GSA I'm going to put it in here and I need a little password called an API key I just emailed them they actually emailed it back in an automated fashion and I'm able to then just put that in here to connect the two systems together so now i' I've uploaded the file to tell it what to do and went a little fast there so let me go back and pause it for a second but you see there's 10 pre-built actions here things like creating a new comment listing out documents from the regulations getting detailed information for a specific regulation each of these alone could have taken a pro developer a half a day to code by hand or even build by hand but all of that was done very quickly there yeah it was done very quickly which seems a little magical um but because we have that file service now can just go pre-build all this forest in about one to two minutes which saves us weeks of work building an integration down to a simple upload of a file then we can go focus on building that flow out to talk to the other system so we can really save a lot of time there talking to Cornerstone or other system so there are some exceptions though Mark yeah and just to just let the audience know here for the spoke generator that's something new on the Vancouver release yeah and so before Vancouver you could do the same thing but it would take you a little bit more time like an a couple of hours to build each of those Integrations and if you were to do that using other platforms or just code it will take days and days or even weeks so just you know Vancouver you get the spoke generator like Dale just showed you can uh point it to some AP I st standard file from GSA or sam.gov and it will generate the integration automatically for you and so no code to maintain all low code are very quick to use um going back to your question yeah so uh coming back to here what we talk about right now if you look at the sf12 uh story that we laid out in the process we talk about you know the happy path of someone requesting a form going to the manager and being approved but we know that in life you know things happen and you need to take care often of those exceptions and so what happens when when it when it does so what we heard from from from customers is it's often the challenges in managing those those exceptions and allowing people to see or change their request how do they do that with service now how do they do that with what they have today so if you go to the next slide I have an example here uh so here uh see she's using a nomination form from service now and she's guided through the process of filling that form so unlike uh using a PDF she so she has entered all that information and she can go through from different steps uh entering the witness information on the proof page she can attach a document uh a later of nomination that document is going to be encrypted and attached to the record uh she going to going to click next and submit her nomination all right so great so now uh later in the day she has a if you go back to if you go next sorry right later in the day or maybe the uh next week she has a question about her form and so instead of having to go through email and send a question she go through the portal she can see the list of nominations she submitted she can see the details she can see that the form was actually uh the agent is working is Alan Jones and directly she has a question about this nomination can can that be considered for the nomination cycle in 2024 or is that going to be 2025 and immediately she can see that at the top Alan Jones is viewing the form because he's working on it and directly he's going to be able to type his answer he's typing now and that all that conversation is happening real time into the form there is no emailing back and forth lost in the jungle of email and he just replied yes it's eligible for this year's nomination cycle no back and forth n is happy she goes back she loves that there is no friction and she got her answer quick nice nice I really like that uh it's a good process we had one little question in the chat Mark I noticed from BAGI on uh just asking how easy is it to customize the display of the fields uh things like knowing when the user was last logged in and whatnot um that's that's pretty straightforward everything you do in service now is tracked by the now platform audited and you can bring that information into the form by just dragging a feeli the inside the form yeah um H we had another question there but if it's okay I'd like to save that one we're going to have a little bit more of a time at the end to go over into some of those questions that one's a little little longer to answer yeah but I promise we'll we'll be there pretty quickly so Mark as we've kind of solve these problems we now are down to only five simple steps where everything that's going to be automated whether it's validating input uh sending people notifications about approvals even talking to another system is now automated I'd be willing to bet as we went even further even more of this could be automated things like is the uh quests under a certain dollar amount then we could just Auto approve it um if it's from a certain Department we could Auto approve it and get this even more streamlined yeah and I think you know just moving from 13 manual steps to five step this is just you know unbelievable yep so just wanted you know when you think about how you get there how do you get to a transformed States more optimized and when you look at FID forms like this one this is a standard Le form uh there are a ton tons of field to actually digitize and you have to go through a data modeling effort to be able to start and often that slows down the effort of the project so what we introduced with app engine is the ability with the tool called PDF extractor to actually very easily understand what the PDF is about and add those fields very quickly so I'm going to walk you through an example so here we have a an app I can add a table very quickly by uploading any text based PDF right there this is the Lea form it's attached when I upload that PDF into app engine that document is being passed to document intelligence our AI based solution for understanding PDF or any scan based documents here just set up the security of that table very easily and now I can inspect all of the fields so I can click set the name of the field give them a type that I want and I can do that for all of the fields and now you know D you talk about all the choices you know sometime they are just numbers with the PF structure we can easily give them a meaningful name and a meaningful type so here we can directly type the name of the fields and make them choices that people can select a meaningful name instead of numbers right there often forms have a table inside the PDF and so what we can do is actually extract that table and make that a reference table inside service now when you're done you can actually go back to the table editor inside appen in studio and you can visualize your form completely finished and you can start drug and drug and dropping Fields thinking about what would be the best experience for the end users and you you can do this in a matter of hours instead of weeks and months yeah that's really cool Mark so taking that that older process in the back and bringing it to the Future state um we've mapped out the process really well now that the process is in service now as users continue to go through it we're now building up a lot of information about the process who it went to how long it was in that state how long it was waiting for someone to take an action um how quick it was integrating with Cornerstone so it would be nice if we could do even more with that data that we have about the process it'd be nice if we could I'm going to insert a joke here to add some levity it'd be nice if we could mine the process Mark yeah and actually you know once you actually uh digitize your form into a service application and people are starting to use it uh the service platform start to log every interaction with this form and so what you can do in is like using an x-r machine that actually makes things visible in your body and be able to help doctors find problems with in your health the same thing with the service now process mining tool you're able to actually use the process Mining and it's going to point it to your processes and it's going to be able to find bottleneck who's holding the request who's not approving it on time how long does it take and it's also looking at what are the step that of redundance maybe sometime they going to lose and it goes from manager back to the end user back to the manager back to the employee and so on and so forth why you can drills down into the data understand what was the request about and understand what changes so at the end the process mining tool in service now um it's going to give you some insights that are not visible at the because you're looking just at the tip of the iceberg uh in your processes and it's G going to give you the tools that you need to actually make informed mod KCK modifications of your workflow and at the end you will be able to find things that would not be possible otherwise yeah that's true we got a couple of more questions in here I'm just going to take one of them for now we'll definitely have some more time at the end but um this for service s processes only actually no originally it was just for service sound processes only but now we can get data from other systems and run it through this same thing and run the same analysis on it um as far as it being new I believe process mining I want to say since maybe Tokyo is or Utah so it's been through a few Cycles now um and then process Mining and flow designer are kind of two separate things flow designer is where you build the automation process uh mining is where you I'm sorry if I said process design or that's something else but process mining um is more about analyzing the historical records of a process and allows you to draw conclusions about it but Mark I think we' we've done quite a bit of of chatting here I'm going to grab a breath of fresh air for a second and turn this over to Joe uh Joe I understand that you have actually talked to some customers and have a few stories you can share with us that are even more relatable than a just an SF 182 form yeah yeah absolutely you guys did a great job of breaking down how digitizing and automating government forms can change how an agency operates and um you know personally I can relate there's a lot of forms I have had to fill out as a combat Medic in the Army uh but there were so many other Mission tasks that my enery would needed to be used on so uh especially when a soldier had an urgent need you know those paper manual forms just absolutely made it difficult to do my job and one of the best parts of being with service now is that you know I'm seeing some of those same challenges being solved and modernized with custom Ms on app engine and the first example I want to highlight here is for a healthcare agency and before they used app engine their form 1137 waiver process their applications and inquiries were done entirely through email uh this process strained customer resources they added extra work for dependent organizations and introduced all kinds of confusion for stakeholders the waiver process was managed through five separate group mailboxes email mailboxes and it made it real difficult to get a national View and insight into the program itself improving the waiver process was a top priority and these challenges were common across several publicly facing programs next slide please so with the new app engine based custom map the process was improved in two critical ways um the requesters from State departments organization and providers could eliminate paper forms allog together they could submit their requests and their inquiries through a streamline mobile friendly web portal app and they were able to eliminate the step of having to process incoming paper forms and they were giving much better sight into all the requests coming in nationally and they had the ability to track them through internal processes with reporting with response metrics and National Trends and because of the success of this uh they were able to streamline other essential and critical public processes and procedures all together the next customer nice what I liked about that one Joe just for a sorry was the mobile part where originally maybe they're filling out a form now they're in the future just doing it on their phone just like every other thing we do today so exactly it is 2024 right right yeah um the next example I want to highlight is the USDA Agricultural Marketing service specifically the the warehouseing commodity management division uh the next slide will highlight uh where where they started so they're important processes for warehouse licensing storage contracts compliance examination financial review they're all managed with outdated Mainframe technology and various spreadsheets and databases that had limited data access and because of the silo nature of the systems they weren't able to access systems remotely imagine how hard this was during covid right the inspection teams had a heavy Reliance on paper and Postal Service because of that and I can show you the the beginning stages of the flow in the next slide here sorry Joe I was laughing at the comment from Edward uh fax tunnels should be bannned yeah someone said they still have a fax tunnel this reminds me of uh I worked at Blockbuster Video in the 90s and we had this same Mainframe to check out videos uh how far have we come one there's no more Blockbuster and two uh we don't we don't have to use screens like this anymore so what did they do as they were kind of modernizing this process yeah yeah I mean take a look at some of these processes here I mean this is the the beginning stage uh where they started um look how long all these processes took 5 to 10 days for Mainframe and access over 30 days for Deli and snail mill mean it took a total of just about 60 days to process this whole compliance examination If This Were a commercial business I mean they would lose all their customers right but the good news is on the next slide you know they were able to reduce this entire processing time from 60 days to 30 minutes right not 30 days 30 minutes pretty significant Improvement uh not not only were they able to increase the speed of compliance processing times but they're able to actually add governance to it as well where they had electronic audit Trails of data inputs actions and approvals and as a taxpayer and I'm sure as a government employee you care about this as well there was significant cost savings spe specifically 700,000 annually just in terms of Labor paper and postage in addition to that there was about three three million in annual cost savings by eliminating hosting and operations fees from the previous main frames so pretty cool story really great Improvement here for this customer Andre maybe one clarification here so we replace all of those applications the main frame uh the I think that you had uh Ms access paper Deli mail and so on we just one app engine application not seven yeah absolutely I want to see the Drake animation one more time no yes I like that yep sorry sorry I think you had uh One More Story Joe and then we can we can start answering some of these questions in the chat is that right yep that's correct yeah the last customer example I want to highlight is a government Transit Agency been a customer with us since 2017 and like many customers that overlooked being able to build a custom app or extending out of the boox workflows with app engine a how this all started was was a stakeholder objective came up on how the customer shared critical employee work information across multiple shifts where thousands of technicians operators and controllers needed to communicate the employee shift turnovers involved pretty burdensome manual process involving 17 paper forms on clipboards and obviously this process yeah clipboards yeah uh just like the example you shared earlier Dale um so this process was filled with human error incomplete or missing information if I had to do that on a daily basis I probably wouldn't fill out all the information too but this this process did not allow any data to correlate Trends common issues between shifts or develop new Services altogether so in essence there was no way to electronically record the shift turnovers uh for audits so the good news is if you move to the next Slide the customer decided to you know once they decided to design and develop a custom shift turnover app with app engine for rail operations they will which were they're able to deploy in less than 60 days they're now able to capture and share information which is a good use of Staff time the new low code solution is a centralized platform built to enable better communication and improve access to information for employees they immediately saw 90% certification rates and the new shift change processes and the 26600 uh % increase in electronically recorded events and data points huge shift in how employees are able to do their jobs and those clipboards that we talked about replac with tablets at each station so I'm sure that's a much better look especially for for passengers right one that I wanted to point out Joe is you know the look and feel of that application may not look like this amazing mobile ready type of experience but I love about it is that the fact that I've seen so many customers that focus on hey first we need to change the look of the application but they forget that the most important thing is the experience and the workflow behind and so once that you can start to digitize the data and automate the work and not just and not only not focus only on the look and feel you can start to automate work and and help people do their work faster then once this is in service now this is much easier to look to make it look uh prettier and better colors and so on but I think that what's what's really is uh important here is the the outcome that they got out of this application yeah so much as possible for sure but great points um just to wrap things up here as far as how things out all the shift turnovers you know they're digitally recorded and signed by staff which provided more analytics and reporting something that they didn't have before uh the custom app allowed the customer to retire all their paper forms obviously which means less downtime and overall impove improved the employees ability to act on service data and prevented a significant amount of employee accidents from knowing what to expect before they started the shifts so yeah if you have any other questions or interested in learning more about other customer examples feel free to reach out to us we have plenty of others to share with you nice thanks Joe as we are kind of wrapping up towards the end here we got a few more things to chat about um Mark I think you were going to maybe go through some of the I'm going to start answering some of the questions in the chat as we kind of kind of get through these last couple of slides if that's okay before you do D I want to show something that it's that's really amazing so hold on that for a second uh what Joe just presented were impressive results from customers who've been using service now for a couple of years and then they were using um service now versions from many versions ago and already you can achieve the same results on the service now version that you use today um what I want to talk about is how how we are making this even faster with our future gen AI infused workflows inside Creator studio so Creator studio is going to be the addition and um steroid based uh infused app engine inter service now so here we have an employee that can go directly onto the portal and ask for uh creating an app to a form to request to allow an employee to request a head shot and so when she goes there directly the AI is going to respond oh there it is yeah and you and the AI is telling her that she has access to the new Creator studio so she clicks on the U the link inside the chat and she's going to be able to head over to the Creator Studio it should go to the Creator Studio yeah oh there it goes awesome so now she's in the Creator studio and the conversation with the AI continues and the AI is GNA ask her uh additional questions I think maybe my computer is AC little slow on that okay there it awesome all right so the AI is g to walk her through some of the uh collecting some of the data what's the purpose of the application what does she need uh so she needs you know names emails and times looks like that video is uh actually stuck yeah I didn't expect that oh I see it seems to be when I'm clicking my other window to answer Darren in the chat I will stop right Mark awesome thank you for that so the the the AI is started to create the application is now continuing to ask additional question to the um to Hillary and she also asked question about hey the when people have this type of requirements they usually need those type of field so not only the AI is here to help you create the application but all tells you based on the history of people that have created similar forms that you may need those type of fields as well and here she can quickly uh look at how the application is going to look on the mobile device the tool has already created the first application and the way it's going to work is that the application is going to be submitted for approval to your service n administrator and once the service n administrator approve the application is going to be available for people and to be deployed automatically using the app engine management center tools inside Creator Studio to depro that application to the production instance so that it's completely safe governed properly and the administrator is happy that the application is safe and automatically just in a matter of minute minutes now uh anyone will be able to use Creator Studio to build forms very quickly nice that's really cool to the Future there mark seeing where things are going to go we've got just a couple of last slides that don't have animations so I can start to answer some of these questions um I understand we've got a pretty cool event coming up pretty soon that I'm sure a lot of people may already be aware of and that's the FED form so can you tell us a little bit about what we can expect there mark yeah fet form this is the place to come uh to learn more about you know networking with your peers learning more about additional successes that people achieve with the service now platform that's going to be across the workflows of service now from employee customer it workflows Creator workflows you're going to hear about all the amazing success uh and it's a two days uh this year the first day is going to be sessions when you're going to learn more about how people use service now the success they achieve and the second there is going to be workshops so for anyone that wants to get their hands on keyboard and build uh apps or automations come register for the first and second day and it's going to be at the National Harbor um so we are looking forward to see you to see everyone at the uh Workshop uh inside on the second day of the federal Forum looking forward to it and what if I can't make it to Federal forum is there another option yeah absolutely there um so the whole team here of the Creator workflow um in F we host fre app engine workshops monthly after the uh Federal Form we do that uh our service now Tyson's Corner office and so through that Workshop you'll be able to meet with like-minded people that actually are looking for to modernize how federal government works uh they want to know you'll be able to to uh you'll be guided through the steps of building your first app if you haven't built one already and we're going to map your process we're gonna understand what are the challenges and then we're gonna uh form teams and with people from different agencies you're going to collaborate how you do things and we've have uh people from different agencies or even from different components of the same agencies Network for the first time just by being in the Creator workflow workshops and in the afternoon you're going to be able to build uh a an app and at the end we have a mini presentation where everybody showcases their own application and you know everybody um talks about the what they achieved and we have amazing results many of the uh success that Joe presented actually came out of a simple idea in one of those workshops nice that's pretty good they are pretty fun I'm doing another one uh next week for a single customer but doing these multic Customer Events are pretty fun too um I did start answering a few questions in the chat um you guys have some really good questions in there we've got just a couple of minutes left which is I wanted to make sure I answered um a few of them so someone is asking how many times a year in the workshop would be offered do we do that um once a month typically we we have a uh a schedule that's going to be released um yeah awesome uh Kate just uh pushed the uh the schedule amazing thank you Kate uh Kate is our team of Creator workflow solution Consultants supporting the Navy um so here our team is based in the US someone has a question for Canada uh please reach out to us we we'll forward your question to the Canadian team yep there's a few more in here um we can send some more information about or just reach out to us and we can give you as well um we had one question about some of the value of Citizen development how viable it is we actually have a citizen development section on the servicenow.com site that links out to a few studies on that as well as some white papers and Center of Excellence Frameworks that we've published on that there's a question about now assist so to clarify what we've showed with building custom applications is what we call app engine it comes with a and you buy it through an app engine fulfiller license and you get the app engine products when it comes to building things with generative AI that line of products is called now assist for Creator and that's license for developers so one license is for the people that use the apps and anyone can build them and the other license is to add AI for the developer so they can generate code and flows and other things so kind of two things we're talking about there again if it's not clear definitely reach out to your account team there's a good chance you'll get me a mark answering the question yeah as well I've seen uh Billy is asking what development experience level for local no Cod SC apps is the workshop for uh what's great is that you don't have any to have a developer background you just need an idea so if you just come to the workshop with an idea about something you want to change in your agency we' be there for you you know uh from beginning to end showing you how to do it um we host um workshops in the office for many customers at once if you have um enough people in your agency that are interested we are also looking for to host uh a workshop at your agency wherever that is as long as you have interesting uh things to modernize in your agency um any other question on your side Dar I think that's that's just about it we had warn about the development experience needed for these kind of low code no code scoped apps so if you already have service now skills they're the same ones you you already have app engine Studio makes it more accessible for people that maybe are newer to the platform and we do have now learning modules that take you from beginner citizen development to Advanced citizen development to regular developer to prodev and we even have some for people that actually have a development background we are getting close to the top of the hour though and we really really appreciate the time everyone took today to listen to us looks like most of you were able to stay the whole time we'll take these questions we weren't able to answer I'll try to find a way that we can get the answers to you um but definitely come out to Fed Forum come out to the workshops reach out to me or Mark or Joe if you have any questions I'm fairly easy to Google I'm sure these guys are as well Mark Joe is there anything else we need to cover before we let everyone uh get back to work today I just think uh there was an important question here from Venice about with these apps find what appr for the DOD agencies we have many many DOD customers and the beauty with service now is that once you use service now for one application you have at the platform the platform in itself has been authorized you just were using the tools that you have authorized the platform for so you can start building uh other applications depending on the scope of the application they they might be automatically approved as well so uh again check the uh the fine points but typically it's easy to build additional applications on the of service now platform thank you very much everyone I'm looking forward to meet uh all of you at the fidal Forum or one of our workshops and uh I want to thanks Joe and Dale my partners here in the creative workfl team uh thank you very much everyone and also thank you kayy from koft if you want to close it off thank you team I'd like to thank all of our participants as well as our lovely speakers for being with us today we hope the information that you received during this webinar has been helpful as mentioned if you have any further questions or would like to request more information please feel to reach out thank you again and have a great day everyone thank you everyone and take carek you all