[Music] you good day everyone and welcome to making agreements digital with DocuSign at st. Jude Children's Research Hospital we're glad you're here today and we look forward to a good discussion our gen is very straightforward we'll start with introductions I will give a quick overview of DocuSign and then we'll get to the meat of the presentation with the st. Jude team my name is Peter urbane I lead the partner ecosystem at DocuSign for healthcare Robert my name is Robert Elliot I'm a service now architect over the program here at st. Jude I've been here about two and a half years and I've been working in the ServiceNow space for just over nine hi I'm ty McWilliams I'm the managing director of administrative applications I've been explain to you a little over 20 years in my area of responsibilities for my team range from the point-of-sale systems and our cafeterias to the ServiceNow team to the Internet to the enterprise system of Boston so I'm gonna give you just a quick overview of DocuSign many of you have probably heard of this but I wanted to give you a little bit deeper dive as with any organization that's working in healthcare these days we believe that we need to frame our solutions in the context of the quadruple aim that's what you're dealing with so that's how we focus on this how do we help you lower costs improve outcomes improve experience deliver health increase access deliver care everywhere and most importantly help employees focus on care and not on paperwork at DocuSign we can help our clients in multiple areas most people know us for the second section sign but we can help you prepare any agreements that you might need to we can help you route them for signature one to many people depending upon the situation we can then take those finished contracts that enable you to act on them and also to manage them in within multiple regions in your organization we enable healthcare providers in multiple ways today we're going to talk through very interesting use case we help with patient onboarding physician credentialing as examples you can see the rest but we can help in multiple ways and most recently we've announced a solution called interoperable East signature for healthcare that will enable any of our providers to utilize our technologies and integrate it with any of their EMR or EHR solutions today we're going to be talking about the ServiceNow solution using the DocuSign spoke version 1.2 dot one the st. Jude team is going to go over the solution in much greater detail so I'd like to now turn it over to Todd for the real meat of the presentation Todd here you go thanks Peter for the introduction and the information on DocuSign I just like I said earlier in the show I've been I've been here at st. Jude for more than 20 years and Danny Thomas was the founder of st. Jude's more than 58 year or roughly 58 years ago and the thing that's always hit me is no chef child should die in a dawn of life I have two kids of my own so that really hits home with me we have a very unique operating model no patient or family ever pays for any service that we provide it's from generous donors throughout the United States in the world over the last several months something very interesting has been happening to the world and one of the things that has happened to us is roughly 4000 of our employees are now working remote there's roughly a thousand working on campus and so that's provided opportunities for all of us and we are currently doing on coated 19 testing every four days for us those of us who work on campus there's a lot of other things that are going on because of that but one of the things that that has provided as far as from a challenge perspective is how do you continue do your day-to-day business when most of your employees are remote and so one of the things that we needed to look at is how do we sign contracts now that we are fully remotely remote so the problem is as I was saying is you know roughly 4,000 our employees are now working from home before this we were a completely manual process we were wet signatures completely paper-based we had very disconnected systems the connected systems and so lack of transparency and what was going on in the process we have a contract lifecycle management system that we use but it didn't have any type of electronic signature and one of the things that was really important to our sea level is security and Trust how do I know that the document that you're asking me to sign is a legitimate contract and there was no tracking of where it was in the process so as I was saying you know we now have a complete remote workforce trying to figure out which systems we wanted to use security and trust with some of the areas that we were trying to connect with or try to figure out and so what we've settled on is service now in DocuSign we've had an enterprise agreement with DocuSign for I think three years and we've been on service now since 2016 and so we really looked at connecting these two technologies as a way of taking care of the issue in March and on March 20th we come form the committee identify the need for change and we decided on the ServiceNow DocuSign process and so we on the March 27th we signed a integration hub order form because you need integration hub Enterprise to be able to work with DocuSign we use general networks in the past and they've done an awesome job for us and so we engaged them on April 6 and they quickly were able to give us the functionality that we needed and so we actually signed our first contract using the system on April 15th our actual Keith Perry our CIO signed of the first contract in our production setting so now we're working on quickly after that we got six early adopter departments to work with us one of those was financial services and so they do a lot of work with our CFO Pat Kiel and she actually assigned a lot of documents and we've just slowly been using the early adopters to test and be sure that there were no issues so now I'm going to turn it over to Robert so that he can go through the demo and show you how it works Thank You Todd so now I'd like to show a demo of how the application works there are two main ways of interacting with it and I'm gonna jump into those first I'd like to talk about the personas that we'll be interacting with as we go through the demo so they're really three main groups of individuals who will be interacting with this application we have individuals from the departments throughout st. Jude who manage contracts within their department and those folks fill the role of a contract administrator they're the ones who are coming into the system entering the contract details configuring who will be reviewing and signing and then sending it off for signature additionally we have folks who will be doing a local reviews in ServiceNow and those come across as approval records for those of you familiar with the constructs and ServiceNow already and then after those individuals have completed their abuse we have the actual signers both internal and external and at this point we support a single internal signer and optionally a single external signer though we do plan to expand that and make it a lot more flexible in the near future so you're looking right now at the daka sign contracts dashboard it's relatively simple but we do plan to expand right now it is a system of action you know a place where they can go without having to actually access the left navigation and still do everything that they need to do but I'll show you that as well so if I break this open we've got digital contract signature application and navigation elements for creating new contracts accessing your group's existing contracts and tasks I'm going to go ahead and click this quick link at the top to create a new contract on our form here we've got a number of basic attributes for users to fill in just going to fill in some basic details here we do have a CLM number field and this is for referencing the number in the contract lifecycle management tool that Todd mentioned at some point we may integrate directly with that system to take out a few extra manual steps but for now it's just a reference to any number that may be used for this contract there we use service now for our vendor and enter a cost and then optionally inter start and end dates for our contract down below there's a description field and a question as to whether the contract has been competitively bid and sometimes doesn't apply but when it does we want to capture this information so I'll say in this case it doesn't apply this question right here has the document already been signed by the contracting party is one of a couple that drive whether or not we send this for an external signature so I'm going to say it hasn't yet been signed by the contracting party and that that external party will be signing it and we're gonna say that our signer is todd external so that you can be here and actually do it for us we'll put in his email address for the second verification of that email address as well in this field managed by grouped represents what you might be familiar with is the assignment group in other context we use the language managed by group in order to make sense in the minds of our users user group since a lot of the folks managing these contracts are not interacting with the system and traditional service management sense don't already know that language and this made more sense for them additionally this is a scope application is not inheriting from the task table so that assignment group filled out a box was not available here and this is a one that we made in this scoped app so at this point all attach the contract documents we have to for this particular example so I've got to contract documents here that we want to include one is listed for external audiences and the other is meant for internal only it was important to our senior leadership that we have that capability where we can send across files that will only be seen by the internal signers and then for the external audience they will just see the documents that they are meant to sign so we'll see that as the demo plays out but the external signers only see documents where a signature line is specifically placed for them or where another attack assign field is placed onto the document if nothing is placed for their profile or for their role on the envelope then they will not see that document I'm going to save our record and down at the bottom of the page below the activity information we have four related lists the first two are for configuring prior to sending this out for review and signature and the second two are probably familiar concepts one shows the actual approvals that have been generated and are outstanding or completed and the other shows contract tasks that are associated with a lifecycle of this contract so I'm gonna set up our documents you can manually enter these or you can click this generate document list the purpose of this list is to do two things one to allow you to attach files to this contract that are supporting information maybe an email thread that has somebody's remarks about the contract something of that nature but are not intended to actually be sent for review and then for signature so I can come in here we've got a list of documents maybe this one was meant just for for reference and I can delete this we won't have that as part of what sent to talk sign I'm not going to do that here but that is possible the second reason for this is to allow a friendly or title to be entered so this might be order for new services this could be you know in MSA or whatever we might want it to be we'll use that in this case and that's what's going to show up for our approvers in the approval email sent out and so they can they can click on those links and they won't see you know whatever our file name is they'll see whatever friendly or name we gave them for the reference and we'll look at that a minute on our reviewers tab I'm going to configure the folks who will actually be performing the reviews and then the final signature of this this is a contract the signer is determined by the final individual in the order so whoever has the highest order value is going to be set up as the signer just by default so we'll use for our first reviewer then we're gonna use internal Todd for our second reviewer and I'm gonna sign this as the st. Jude representative I'm including multiple folks so that you're able to see what it looks like when one of the earlier reviewers makes comments and so the subsequent reviewers and the actual signer have visibility into those comments so I'll save our record with our documents and reviewers configured at this point there's a move into review button so I'm gonna click that and that kicks off the approvals and it also locks everything in the contract down so attachments can't be modified at this point the data elements on the form cannot be modified at this point and it's in all four of you you'll see the stage has now been switched to review I'm going to switch over to what Scott will see when an approval goes out to him so this is our service portal Scott now sees under his approvals there's a contract this is the title right here I just a nerd sample so that's what he's seeing all the basic data attributes that were entered on the form show over on the right in that column you also see these links to the documents with the friendly names that I entered the Scott clicks on one of these it's gonna download it and then you can open up the document and view it this same data is sent out in the email notification that goes out for the approval and the links can be clicked from there to download as well they are restricted by security to only the members of the management group as well as the reviewers and signers so if he were to for this email to somebody else they would not be able to download those those documents so a Scott I'm going to say this contract looks great and approve it and then we'll close out Scott and move over to Todd so now I'm looking at Todd in the portal and I'm gonna go to his approval and you'll see that he has had the sample contract passed on to him he can now see in the approval history he sees all the other attributes that Scott also saw but he can see in the approval history that Scott has approved it and he's all for this comment this contract looks great now we've given our folks the instruction doll for more meaningful comments than that but you get the idea so I'm Todd's gonna say yes this is fine let's proceed and he's gonna approve it too and then we'll move back over to the contract administration group all right so you'll see that the stage is flipped to signature preparation and states move to in progress now that the approvals have been completed we have this history right here of the approvals and it's captured in a separate fields rather than showing the activity although it does also showing the activity and that's because we're actually sending that data over into one of the fields in the contract in the DocuSign side on our cover page so I'm gonna reload our contract and we'll see this place signatures button so at this point the group that manages the contract has gotten another task or has gotten a task rather assigned to them to prepare the signatures so they'll be notified of that and they can come into the system click on the place signatures button and this will bring them over to DocuSign so at this point ServiceNow is sending the documents over to DocuSign through the API and is loading the embedded sending experience inside of ServiceNow so you'll still maintain the header bar at the top of the screen and you'll maintain the left navigation so it has the familiar feel of service now but it has DocuSign inside of the window for the signature placement so the first picture that you see and DocuSign is the cover page that we've generated and we were passing these values that you see the contract name vendor cost etc over from the attributes that were populated in ServiceNow additionally the contract approval history is populated here and so that lets the signer see there were marks that have been made by anyone who's done a review prior to them receiving the document that's extremely important for some of our senior leadership so that they know that it's already had eyes by individuals who they trust who have reviewed this contract so I'm gonna place a couple of signature lines our first file is this external file and this one is the only one that's meant to be viewed by our external signer so I'm going to switch over to Todd external drop his signature right here his name title and the date this contract is signed then I'm going to switch back over to the internal signer me in this case you scroll all the way to the bottom place the signature line here as well as the other fields so when this actually goes out for signature Todd will only see the document where I place the signature line for him I is the internal signer do not have a signature line on that external document but I will still see it because I'm the internal signer so I will see all three pages and Todd will just see the one at this point as the contract administrator I've completed the signature placement and I'm gonna go ahead and click send this will send it off and take us back into service now so here we are back in service now the stage is going to update to pending signature in just a minute but that does take a minute or so for the webhook to send the information back from DocuSign so we may not see that here i am going to show us the email and show you what the actual signature looks like so you're now looking at the email that the signer receives from DocuSign so it shows the individual from the contract group as being the one who sent the document to review and sign so there should be familiar already there and we've also added a little bit of branding at the top of the email with the saint you Jack your sign logo so that this can be so that it can instill confidence in the sign of the business is in fact coming from from st. Jude so I'll click on this review documents button and that'll take me over to sign inside of DOC design so as the internal sign I see the cover page I see the external contract and then it's gonna take me all the way to the bottom click click start to sign the internal contract so I will sign this and click finish ok and I can close out that window and so at this point I'm going to hand it over to Todd and he's gonna show the external signer and the docking that he's able to see from that perspective and what that experience looks like thanks Robert so what I'm showing now is as the external signer I received this email I'm going to click on the review review documents and when we go into the review documents as Robert pointed out I should only see the one document I also you'll notice that I don't see the cover page I only see the one document so I can hit the start go down and do the signature choose my signature adopt and sign this is part of the functionality of DocuSign and hit finish and I'm complete now I'll turn it back over to Robert Thank You Todd so back in service now you'll notice that the stage on the contract record has been updated to updating contract record and the state has been set to complete so the stage is reflecting the final task that is generated which says upload signed documents to CLM and so this indicates that the group managing the contract and can go back into the system it's been signed by the signer the final signer and is ready for upload and so they can see the attached documents on the contract so I'll come up click manage attachments we have the cover page the two files and then the summary that comes back from dr. signs so I'll just take a look at one of these files and you can see what it looks like here's the external one as Todd's signature on it those details that concludes the demo we'd like to talk a little bit next about what we're planning to do to expand our use of the spoke inside of ServiceNow with integration hub and with that I will hand it back over to top thanks Robert for that demo so what's next for us so one of the things we're working on now is roll out to the rest of the institution over the past several days our CFO is signed several documents or CIOs signed several documents at some other VP so now I'm getting emails on sort of like a daily basis when you're gonna include me so we're working on that we're probably going to do like a Lunch and Learn and show everybody how it works and then we will set up the groups that Robert talks about one of the things that we're going to do is we're going to add multiple internal signers as well as multiple external signers we're also going to switch where you can send it to external users first at internal users next because that was one of the things that we got requested from us and then I'm giving use cases coming out of the woodwork one of the things that we were looking at is faculty offer letters project forms from a charter and change management forms flexible work locations we have started at work location flexible work location but for covenants so we want to continue that and actual signing of policies and procedures so we talked earlier about security and from our seat from our C suite and making sure that how do I know that this document is legitimate and you know there's a lot of bad people out there and we we do our best to try to keep it up or organizations and so Robert talked about we've actually done our own branding Senji DocuSign brand we actually have also upgraded the service now emails that go to our reviewers we with the same logo on there but what happens is you pass it off to DocuSign and one of the things that we would like to see DocuSign has the functionality to be able to brand within DocuSign be able to put the say to choose one logo or what branding you want to do to be able to put on a signature block I think that would add another layer of security that I think people would be really interested in so now I'm going to turn it over to Robert so he can talk about the waste list from a ServiceNow perspective I think you Todd I appreciate that there are a few things it's we wish we had had access to is a part of the implementation the integration hub spoke was great we're really excited to be able to take advantage of that and to start using more of integration hub now that we've got this project live and are moving into the dancing it but throughout this there were things that we needed that we needed to supplement what was available in the existing spoke and so we were really glad to have general networks as a partner to help us out with that hope that these things will be baked into the platform at some point in the future one of those is user provisioning for DocuSign being able to create users deactivate them change their permission profiles so that we can create a more robust in the automated process for onboarding and then secondly document management expanding the capabilities there some there's there's a great deal of power in what's present but we'd like to be able to add documents to draft envelopes so that would allow us a lot more flexibility creating the envelopes from a template and then adding additional documents to them thank you for joining us today we really appreciate your time I hope that you've gotten value out of our presentation and you're staying safe in the midst of the current circumstances in the world please don't hesitate to reach out with any questions you can see the email address here and we'll be glad to answer those both on the DocuSign side as well as on the st. Jude side you [Music]