[Music] hi everyone welcome to glidecast on air i'm lauren jankowski the marketing manager here at glidefast and i'll be moderating today's webinar how northeastern facilitated a return to campus using servicenow's safe workplace applications i'd like to hand it over to our director of sales bob dinapoli to tell you all a little bit about glidecast consulting before we begin thank you lauren uh good afternoon everybody thank you for joining uh i'd like to take a few minutes just to give everybody an overview of uh who glidefast is who we are what we do and and where we add value so just a little overview of you know glide fast is a pure play service plate uh servicenow partner we provide professional services for service now and service now only it is the only it gets all of our attention a couple differentiators about us you know we were founded by servicenow architects and over 50 percent of our staff has come from servicenow architects we have 150 employees across the country at 27 different states and also in canada between them they have 400 plus servicenow servicenow certifications uh we've also completed over 540 servicenow projects as an organization we we have a 4.8 average customer satisfaction score out of five we were also named the top three implementation partner in 2018 in 2019 we were named service delivery partner of the year uh just recently we were in the number 341 on the inc 5000 list of fastest growing private companies in america if you'd like to learn more about glide fast please reach out to us on linkedin glidefast.com and email us at info or glidefast.com to set up some time to learn more so thank you very much and i'll pass it back to learn thanks bob as a perk of attending today's webinar we'll be giving away a 50 visa gift card we'll announce the winner at the very end of today's session so be be sure to stay on for the entire webinar i'm excited to hand things over to our presenters for today we have jonathan jackson a technical consultant at glidefast consulting uh bridget whalen the director of service management and it operations from northeastern university and as you all heard from bob dynapoli our director of sales now i'd like to hand things over to our technical consultant from john from glidefast jonathan jackson thank you lauren uh thanks everyone for joining so uh today's agenda we just kind of want to take you on a journey of the northeastern safe workplace applications and how they've implemented them for their return to campus in the fall so first we'll discuss kind of the overview of wellness at northeastern kind of the background of their process that they go through and then show you some of the actual applications within servicenow including the daily wellness check uh which is built on the employee health screening application uh a wellness portal that was built within servicenow the contact tracing application uh that's used by the contact tracing team at northeastern and finally testing compliance this is actually a scoped application a custom application that we built for the university to be able to manage individuals who may fall out of compliance with testing protocols and then finally we'll wrap things up with a q a to answer any questions that you might have so northeastern as part of their return to campus in the fall they implemented a process whereby anyone that is attending the boston campus is required to take a daily wellness check each day where they indicate whether or not they have symptoms of covet 19 as well as indicating whether they have had close contact with someone with covet 19. in addition to that they are doing testing on a regular basis for everyone that's located on the boston campus and this could vary between every three and four days depending on what type of constituency that you are whether your faculty staff or student and the university is actually performing over 5000 tests per day and the daily wellness check is a part of that process and service now to help facilitate the check-in process at the testing center so the process that individuals go through is they schedule a cover 19 test this is actually outside of servicenow but we have built a number of integrations with that application so we can present some of that information within servicenow they take the daily wellness check again on a daily basis and then on whatever day they're scheduled to show up for their test they come to the testing site they show their daily wellness check screen to the individuals checking them in at the testing centers a qr code gets scanned they get their test taken and then they repeat that process so then they go and they schedule their next test for either three or four days from now and they just kind of just keep repeating this process uh throughout throughout the week and throughout the weeks that they've been on campus so the first step uh after they schedule their tests of course is the daily wellness check so this is built on the employee health screening application uh that's a part of servicenow safe workplace applications so we we did some modifications to the the default out of box question that's asked to individuals so individuals on a daily basis they can pull up their phone this is in the service portal so it's mobile friendly and basically this is to indicate do you have symptoms and have you had close contact with someone that has cobit 19. this information is then stored in the database in the servicenow database where information can be researched and looked at see if there's any trends or anything like that once they take their daily wellness check they're presented with different screens depending on one their constituents constituency type whether they're faculty staff student uh what campus they're associated with so the boston campus individuals will see a different screen than someone located at another campus of northeastern university and then depending on how they answer their questions they'll get either a green screen if they've indicated no symptoms of covet 19 and also have not reported any exposures to anyone with coba 19 or they'll get what we call the red screen which has uh that kind of red uh red x or rex red cross through it uh indicating that they should not uh should not leave their their residence or their room on campus until they get more information from a wellness staff member or the contact tracing team so of the three screens that we see here on the screen the one on the left this is the one that someone who doesn't doesn't have symptoms and has not been exposed to someone with coven 19 they get the green check mark uh if they scroll down the screen they'll get information saying you know you're allowed to come to campus today as long as you continue doing your testing process uh the item in the middle that's the one that's shown to anyone on the boston campus who has indicated close contact with someone with coven 19 so they're they're told not to not to leave their room or residence they're instructed not to show up for their scheduled test today if they have a scheduled test and they're instructed to contact the contact tracing team at northeastern uh and they'll the contact tracing team will then kind of go through their steps and their processes to determine you know whether this individual should go get an immediate test to see if they they may test positive or if maybe they just you know uh hang back uh and get get uh stay at stay in their residence uh in quarantine or isolate uh through 14 days to determine uh to let that exposure uh time run out and then finally the one on the right this is one that's presented to a student on the campus uh if they have indicated that they have symptoms uh the university has contracted with tufts medical center to handle some of those wellness contacts and that clint that clinical diagnosis so the student is uh is instructed to contact the tufts wellness center tufts medical center uh to to kind of validate their symptoms you know if they have a runny nose is the runny nose really really something that's to be concerned with covid or might this individual just have allergies so then that clinician is able to make a determination as to what that individual should do i indicated previously that we built some integrations with the test scheduler so one of those uh integrations is on the daily wellness check if an individual has a test scheduled for today uh the system will actually go out and we'll capture that information from the test scheduler so that way not only is the person that's taking the daily wellness check seeing that they do have a scheduled test today uh the individuals who are checking them in at the testing center can also see that this individual has a test today because like like i said in the first slide they're doing over 5000 tests per day so if they have additional people showing up to get tests they kind of want to avoid that so there is a check when when someone shows up to get at the testing center to make sure that they actually have a test scheduled for for that particular day at the testing center the qr code that we see on the screen that's actually scanned by the individuals checking the person into the testing center and that that check-in application does a few things one it it validates that the individual has taken their daily wellness check today uh also uh validating that they have reported no symptoms and have reported no close contact with anyone uh and then verifying that they that individual actually has a scheduled test within a specified window of time surrounding that test that that test time i think individuals can show up i think five minutes before their schedule test time and up to 15 minutes after so that that check-in process validates that this person's showing up at the correct time when we initially deployed this it was all kind of manual checks so the individual checking someone in would look to see that they've got the green check mark they'd see that they can they would look to see that they completed their daily check and then they would validate uh through another resource whether they have a scheduled test for that particular time the qr code really cuts down on that manual process of something have someone having to check each element on the screen so the qr code they're able to scan that and then the individuals at the test center can kind of get a green green light or a red light on whether they should let this individual through the testing process the wellness portal is kind of a one-stop portal that we developed to have pretty much anything dealing with any of the wellness uh activities that someone might have to go through so we kind of made it really kind of simplistic not too many colors we kind of wanted this is kind of a matter of fact thing that someone has to do on a daily basis so we didn't want it to be too busy but we still wanted to give individuals access to those other resources so the left column we see the daily wellness check so that's where the individual can go and do their daily wellness check then below that they've got access to see their current wellness status so if someone asks to see what their current status is for the day they can easily go pull that up and then in the columns at the right we've got links out to the coven 19 test scheduler which i mentioned was outside of servicenow so this is just a link out to that application and then test results so northeastern uh you know the testing process happens but then those test results need to come back and the individuals who get tested uh need to know the the results of those tests so the university actually has two different labs that are processing those tests so that's why there's two links there so when an individual gets tested they get informed which which portal they need to go to to see their test results so they're able to get access to that through the servicenow portal and we have other wellness resources and forms for individuals to to take individuals when they came back to campus they had to take a return to campus attestation that they kind of agreed that they were going to follow the testing protocols and follow the social distancing guidelines and wear masks things like that and then also a testing consent individuals had to consent to actually being tested so those those options those items are in there as well on the contact tracing side of things so the way northeastern has has set things up they have a contact tracing team actually at the university that's working on the contact tracing so because tests are administered at northeastern and with a contracted lab that northeastern works with the contact tracing team is able to fairly quickly get results from the coven 19 testing so a test a positive test is identified a case gets created in service now right now this is a manual process but we're working to automate that so when a positive test gets gets logged in the system uh where it we would be able to automatically create that contact tracing case so the case gets created the contact tracing team reaches out to the individual talks to them get any uh close contacts that they may have had and then those close contacts are tracked and logged in service now for the contact tracing team to then reach out to those individuals and put them into quarantine if they need to quarantine uh and uh same thing with the the individuals who've tested positive they go into isolation and the contact tracing team manages that isolation and quarantine time through the contact tracing application so it's not just kind of your your typical contact tracing it's it's more than that because it's a college campus the the university wanted to be able to manage the care of those individuals while they're in isolation or quarantine so we started with the out of the box contact tracing application and then added custom fields to support northeastern's business processes and as i just mentioned in addition to the traditional contact tracing northeastern's also managing the care of students while they're in quarantine or isolation and this includes things as basic as meal delivery if you think back to your college days you know if you were isolated in your residence hall you may not have had a stoke you may have just had a microwave in a microfridge so you may not have two weeks worth of food available to you so the university is really managing that care by delivering meals to these individuals who are in uh in this wellness housing while they go through their quarantine and isolation period so we've got an example of the screen that we have that we have configured in the contact tracing application across the top with the chevrons uh we did change uh this the case status uh from the default uh to really match what the contact tracing team sees as their steps in their process the second field we do have a spot for non-northeastern person the university has a lot of people on campus that don't have accounts at the university so they don't get a record created inside of servicenow so one of the examples is like the the food service staff that works in the the dining centers they're not they may not be actual university employees they may be a third party that's providing that service and they don't have any need to have access to university technology resources so they don't have an account uh in any of northeastern systems so we need to be able to track an individual who does not have an account or a user record in servicenow a number of demographic fields date of birth sex northeastern affiliation uh these are added i think a lot in a lot of cases because the university has to report back to the state of massachusetts uh certain demographic data about individuals who have tested positive and individuals who are exposed contacts so a lot of this is just to help facilitate that process that way the individuals who are reporting to the state system have that information readily available in reporting and things like that that they can uh the next next thing that we're tracking is the address of the individual uh you notice we actually have two address fields one that's read only and one that has more of a structured address we started with the the address field just kind of a text box but as as the contact tracing team started getting new requirements and new reporting requirements uh they realized that that they wanted to be to put positive cases onto a heat map so basically have a dot on a map of all of the cases on campus so we realized we couldn't do that with that kind of freeform address field so we made it into separate fields that's more structured and what we're using is we're using the google api uh google maps api to actually go out take this address that's put in there and then pull back in the latitude and longitude from the google maps api and that allows the uh data analytics tool that the university uses which is power bi it allows them to then take that data and put it on a map to show if there's any hot spots on campus so that way they can they can kind of maybe pay attention to those areas you know if you see a certain residence hall has a large number of cases come in they might take some take some remediation action out out in that residence hall to try to combat that uh and then they wanted just various test result information so uh where was the testing site that the the test came in what type of test was performed things like that this is really just for for reporting that they're doing uh at the university we're keeping track of key dates so the date of symptom onset the date the infectious period began uh also at the right there the date to make the next call like i mentioned earlier since they're since they're managing the care of these students while they're in isolation and quarantine they're actually following up with them on maybe not quite a daily basis but maybe every couple of days just to kind of check in with them see how their symptoms are see other symptoms they're doing uh see if they need anything for help you know anything provided to them and then at the bottom we've got isolation details so the university is actually providing wellness housing to individuals who have tested positive so you know if someone's living in a house with a num with a lot of people you know they're offering that individual housing on campus so they can uh serve out their their 14 week isolation period so just indicators whether they have been moved to wellness housing uh the address that they're located at during their isolation period and then at the right any dietary restrictions that they might have for that meal delivery so they're able to provide that information to the dining services staff to then to know what type of food options and meal options to deliver to that individual uh the classes attended and campus locations visited so the university also wanted to be able to track you know not only where an individual lives uh that has tested positive but also what classes that they've attended so we're keeping track of that that way you know they can go and check class rosters and and have an idea of who might have been in the classroom at the same time that this individual uh was was potentially infectious and we're tracking building information and that building information also has latitude and longitude information associated with it so again we're able to present that information in the heat map campus locations visited you know students aren't just going to class they're going to the dining centers they're going to recreation facilities they're going other places on campus besides class so keeping track of that what buildings they've been to the library uh things like that so again with everything matching to the building data within servicenow we have the latitude and longitude so that they can again uh show that information on a heat map and then finally they wanted to start tracking off-campus locations visited so if someone's gone to in this example fenway park uh we we can track that information and again we're using the google maps api on this as well with the address to pull in the latitude and longitude to see if there's any hotspots that these students may have visited along with the case record in servicenow there are exposed contact records so anyone who is identified as a close contact of someone that has tested positive gets a record created against them in service now pretty much the same fields that they wanted to track on the case they also wanted to track as an exposed contact again we have non-northeastern person you know students live with uh you know if they live off campus they might live with a roommate that's not a northeastern student so they wanted to be able to track that information in case they needed to hand that information off uh to any public health authorities uh within the city and the other thing that we've done a kind of two two customizations that we made the very top field is a number field out of the box the exposed contacts table did not have a unique number associated with it so we added that that way the contact tracing team would know uh to reference a specific record number on the exposed contacts and then the other thing with that we did is if an individual who is a close contact eventually tests positive that individual needs to become a case that then gets tracked on as kind of an independent case we've got the ability that if uh if an individual has tested positive they can convert kind of this exposed contact to a case so that we're able to see the originating case that this individual was infected from uh but then also convert it to a case itself that way they can uh contact trace this individual for and kind of kind of go down the line and the final piece of what we've built is a scoped application to track testing compliance so i mentioned that everyone on campus has to go through a regular cycle of testing and that's either three or four days depending on your your constituent type at the university if you fall out of that cycle the university wants to know that and try to get you back into testing compliance so if you miss a test the university actually gives you one day past your actual due date to get a test so if you've missed that date then a case gets logged for you inside of servicenow and then there are this is actually done with the nightly data feed from the test scheduler the test scheduler sort of serves as the system of record in terms of compliance because it knows when an individual is supposed to take a test through the qr code scanning at the check in that data gets sent back to the test scheduler so the test scheduler knows that you actually showed up to take your test so that's really the system of truth that we're using so there's a nightly api that we configured to send data into service now of anyone who is out of compliance and that case gets assigned to an individual on campus depending on whether you're faculty staff or student so there's about i think 50 or so individuals on campus that are called points of contact in this compliance case that it's their responsibility to then work with that individual to find out why they're out of compliance you know maybe they went home for the weekend and didn't get their test on saturday so they missed saturday and sunday come back to campus monday they're going to get tested and then their case is going to get closed so probably not not too big of a deal but this also helps monitor individuals who may be negligent in in their testing compliance and making sure that they get back into compliance and then finally that third piece once an individual does get back into compliance the test scheduler again uh sends an an integration another integration into service now to indicate that that case should be closed uh so the individuals who the points of contact who are tracking these cases if someone does come back into compliance they don't need to go then and close that record uh the test scheduler automatically closes that and then that individual can then can can then look at and manage the other cases that they have so it's very simple form that we created we did extend it from the task table but it creates a compliance task very few fields just the case member that's the individual who's out of compliance we did expose the additional assignees list that way there could be a number of individuals who can work this case at the same time and then they can keep track of case notes the one area that's highlighted in the top right is a view test history button what this allows is it allows the case managers to actually see the information that's in the test scheduler so we're not actually storing this data in servicenow it's just a very basic info message that shows up but as they're working this case they can see you know how compliant has this individual been in the past so they see things like when is their next test due date and then also that grace date that they get uh any future scheduled appointments that they have so if this case came in and that and this individual sees that the the person has a test scheduled for tomorrow maybe they won't follow up with that individual right away maybe they'll wait and see do they actually show up to their test tomorrow uh you know maybe it was just a mistake that they missed missed a day so that you know they no re no reason to reach out if they see that they're already that they if they already have a test schedule and then they can see a list of the previous test attendants so have they actually shown up and gotten scanned in at the testing centers uh the university has exemptions codes so if someone is working primarily remote or as a student that's primarily remote the test scheduler knows that uh and then those individuals who are primarily remote don't have to come to campus each day to get tested uh only the individuals who are on campus full-time are the ones that are that need to get tested so we've got that information there just to see if there are any exemption codes we see the test cadence whether it's a three or four day cadence and then finally at the right we see a full uh listing of scheduled appointments that the individual has had really from the beginning so we can see kind of match it up the history of scheduled appointments versus their test attendance you know do they actually show up to the tests uh that they're scheduled to attend and then finally within uh the case or within the compliance task we've exposed the email client within servicenow and we've developed quick messages so as these individuals are working these cases they can just pop in a quick quick templated email message to to the individual uh they can obviously edit it and customize it and things like that uh but it just gives them a quick way that they can go in get an email fired off to this individual uh and then when this individual if they do happen to reply to the email it comes back into the case just like uh just like any other record inside the service now and that's really a good overview of everything that we've done at northeastern over the past few months so now i think i'll hand it over to lauren to facilitate some questions and answers awesome thanks so much jonathan that was awesome um and yes we have tons of questions coming in um so the first one is how long did it take you to deploy these applications yeah so the the contact tracing application and the daily wellness check we really did that in about two weeks basically we got the requirements on a friday we had the following two weeks to work on it and deployed it that that next monday and really we really wanted to focus on kind of minimal minimal viable products so mvp uh for that initial release because there's a lot of things i think that that want to be done and we're still making iterations even today uh but you know really two weeks for for the contact tracing and uh the daily wellness check and probably about a week and a half for the compliance uh the compliance tasks so a fairly quick turnaround on these uh and you know servicenow allows us to really you know it's it's built to allow for that rapid deployment so it made things much much uh easier to to have these deployed that quickly awesome and this next question may be a question for bridget actually how did northeastern choose the technology used for contact tracing and wellness checks yeah sure um so so we we have a lot of experience with servicenow we didn't obviously didn't have safe workplaces a relatively new app um and we had started the summer with you know university leadership really like looking at how are we going to bring students back and keep them safe um you know which um anybody on the call who's works in higher ed can just imagine what a you know enormous task that is trying to figure out how do we get people tested how often do we need to test them how do we provide facilities and resources for them um as we we go through this this process so um uh what we did is we started looking at different um applications we actually looked at safe workplace and then had some some university um members um look at a few other applications and we we evaluated a whole bunch we ended up settling back with um servicenow in large part because safe workplace offered um some of the the core functionality that we wanted to to employ but also we knew how extensible it was um so anything that was in a surface a safe workplace at its core we knew we could pretty easily extend it and customize it um to meet our needs um and not not in a heavy sort of way and we could do it quickly that was also the the the major um uh need that we had was that we had a very short time period to figure this out and get before students came back to campus um and we knew you know just just knowing the nature of it and of course being a university we have you know infectious disease experts and and all of these people who know that and who knew that we needed to set up something like this in order to be able to even think about having students on campus and delivering that that university experience for them um and as i'm sure everybody there's a whole bunch of people who saw in the fall a lot of the universities who started before us across the country um pretty immediately had to shut down um and and if you looked at it a lot of it was because they didn't have a really good handle on this um what is considered the kind of the public health standard right that's what we're doing here at northeastern and now that i'm a public health expert but if you look at how even um the state of massachusetts handles this um and other uh you know entities handle this this is kind of the protocol is that you have really good testing protocols you have really good policies and enforcement of those policies and and contract tracing is how people kind of control um the spread of of coven 19. so um we saw pretty early on in the university communities that the universities who did not have a good handle and approach on this it got away from them pretty quickly and unfortunately something had even shut down um so uh northeastern was very very serious about keeping the students safe invested a lot in and servicenow and knew that they could do it quickly and get us to a place where we could be ready to have students back on campus awesome um and then here's another one are these all the safe workplace apps or is this a subset if a subset what's next on your roadmap um northeastern's roadmap jay i know it's a subset but um uh yeah so it's basically contact tracing jj talked a little bit about the custom testing compliance application that we have and then the um the wellness check uh i don't know the specific name of the of the safe workplace but we call it yeah yeah yeah the wellness check uh is the uh employee health screening application so the two that we're using is the employee house screening and the contact tracing uh as far as roadmap i i don't know i i don't know if bridget you've heard anything on on anything new coming along but i think i haven't yet yeah i have it the only thing that's really on the roadmap is making this available in a mobile experience for students um we are trying to figure out how we can possibly create a branded app um that uh you know using kind of the native uh you know mobile app uh that is available through servicenow to let students do this you know using their mobile device instead of um the browser experience uh you know via the portal awesome um we still have a couple more how are students modeled in servicenow consumers and csm or employees in swa so i think northeastern just launched csm a few weeks ago i believe so as of now students are just user records in the assist user table and they have a constituency type identified as student and then faculty staff obviously have have that respective constituency type as well awesome um here's another one so how long to go live i know you said two weeks but how many people are being supported with these apps are there any issues with performance or scaling so we haven't noticed any performance issues we're trending about six to seven thousand daily wellness checks per day uh of of the individuals who are on campus uh so you know we're getting a lot of those records and i think we're up to just under five hundred thousand i think 450 000 individual daily wellness check records uh on the platform so we haven't noticed uh any performance issues uh i just looked today for the uh the qr code screen that's actually being accessed about 18 000 times per day uh mondays typically are higher and then it kind of trails off through the week but so you know we're getting a lot of data that's that's being being put into the platform and no we haven't noticed any performance issues and you know that's that's on top of you know the other things that that service now is used for at northeastern besides uh the coveted wellness items awesome someone did ask how can we help other universities leverage servicenow for return to campus activities that's a good question yeah i'm trying to other universities i guess maybe i need some clarification of what that jj i would just much like we did here with northeastern right i mean yeah not much like we did here um it like jj said if there's anything in particular you'd like to maybe discuss further or need more information on we'd be more than happy to uh meet with you all and discuss but yeah absolutely we'd be more than happy to touch on that great well that looks like all the questions that we um had submitted so thanks everyone for those questions and if you still do have any questions or want to talk more um you could reach out to us at info glidefast.com and now i'd like to move on and announce the winner of our 50 visa gift card and it looks like the winner is reed allen congratulations reid we'll email your prize to you directly i'd like to thank everyone for attending today's webinar and especially a big shout out to bridget whalen from northeastern university for joining us today and sharing their success story that they've had with servicenow and using the safe workplace applications and thank you to jonathan jackson the tc that was on the project and bob dynapoli the sales executive that was on that project thank you everyone for joining and to see more glidecast on air sessions just visit us at our website at glidecast.com thank you everyone and enjoy the rest of your day [Music] [Applause]