I'm going to go aad and turn it over to our chief digital information officer Chris Betty let's give him a warm welcome and uh I am so excited to be at fed Forum this is one of my favorite events and I love to see that the room is getting bigger and bigger every year thank you for your confidence in service now thank for you thank you for investing us and thank you for investing in this community and to me that's what this day is all about the community of practitioners coming together to share all the lessons learned and that agenda Steve laid out looked amazing I want to go to a lot of those sessions so my role I am the chief digital information officer here at service now my job is to digitally transform us just like your job is to digitally transform your agencies but I also have a unique role of using all the same software that you do and with that I'm going to talk a bit about our platform and Steve talked about our platform being an intelligent platform so why do platforms matter platforms to me are the unlock to making sure we can accelerate all the work that we're doing a platform that can deliver value in every corner of the Enterprise a platform that has AI that has experience built into it but let me unpack that a little bit here is a look at the service now platform and if you look at this platform it has experience built into it mobile portals chat Bots it has AI built into it supervised and unsupervised machine learning and in the last year we've added geni and then if you think about automation automation doesn't come in one form automation could be RPA it could be workflow automation it could be integrating with all those systems of record we all have we all know they're not going anywhere anytime soon so we have to integrate with those systems a platform that can scale to meet the workload of thousands and millions of transactions per hour in a platform that is secure with encryption and all the techniques that you need to make sure your data is protected and the power of having all this in one platform which I think is unique is accelerates the outcomes that all of you can drive that I drive internally here at service now speed productivity efficiency Effectiveness experience you can all do it in one place because if you think about it for a second what's the alternative the alternative is to is where we were you have a bunch of Point Solutions you have an RPA tool over here here you have a low code solution over here maybe you have a mobile app over here and a development platform and then your AI is sitting in a different data Lake it's a lot of work to stitch those together but the reality is all of these elements of AI experience automation scale need to work together and that's the work that we've done in our platform so I'm super excited about where we're going with our platform and the outcomes it can deliver but I'm going to really talk about and drill down into three areas experience speed and it would be remiss if I didn't talk about AI but let me talk about experience for a second it can feel like a pretty soft and fluffy word right and we all know when we have great experiences unfortunately most of the time it's with consumer applications but I'll share an anecdote my own story around how I got serious about experience so we're a software company it's super important to us that our Engineers file patents um and create IP which is a competitive Advantage for us and our process for an engineer to file a patent looked and felt like fill out this form in triplicate you're going to go through 20 approvals and after you're done with the 20 approvals and you think you're done guess what surprise you have 20 more approvals and maybe you'll get to the finish line and surprise surprise none of our Engineers were filing patents we reimagined that process made it mobile first put some AI into it and two quarters later 60 days later the number of patent application filings had gone up by 82% and that was my aha moment to say if we get the experience right it can actually change the behavioral outcome that we're driving to and is we're all driving transformation inside our Enterprises and inside our agencies we all know Tech is one part but changing the behavior of people is a much bigger Challenge and I think the right experience can actually do that and when I think about experiences I think about total experience total experience across mobile across portal across chatbots you may be on a subway and start doing something on your mobile and then you get to the office and log into the portal it should pick up exactly where you left off the whole idea being if you want to tap into the power of the platform the person shouldn't have to find service now service now should just be present in whatever modality they want whether that's mobile or portal it's our chatbot embedded in teams you can even um send an SMS message to the service now platform and tap into the power of the workflow so however the person wants to interact with the platform meeting them where they are super super powerful and I want to just share a simple story which I think could apply to almost any domain and that's this journey from reactive to self-service to proactive reactive is a world unfortunately we're all too familiar with and I use a simple example of a person trying to get a laptop and this is a bit of our story too as we went on this journey reactive is where we were which is Person Needs a laptop they call they email they fill out a form somebody calls them back four approvals later they ask five questions maybe you get your laptop a month later we've moved that to self-service which is the person would interact with the chatbot and say hey I need new laptop well here's the sanction models that we allow people to get which one do you want click this is the one I want just like you would on Amazon it automatically instantiates the approvals the approvals get done lo and behold I get my laptop in five days that's great and I thought that was the finish line but it's not the Finish Line I think has moved especially with AI and how do we get to proactive proactive and we haven't done it yet we're in the process of doing it for all the service now employees out there saying why don't I have this it's coming which is the chatbot would tell you hey the average life of a laptop is 32 months you're at month 28 I notice you've re been rebooting a lot in the last two weeks is now a good time to get you a new laptop and then then the person would just say yes please do that so shifting it from reactive to self-service to proactive and moving along that Continuum is something every person wants they want the machine to do the work for them to do the thinking for them especially for all the routine and mundane things that happen inside an Enterprise so I I would just leave you with this with think about how many experiences you're creating and where are they on this journey of reactive to self-service to proactive so slides are interesting but I think what's way more interesting is actually looking at working software so we're going to be brave and do a live demo to you of what this experience looks like on the service now platform it's not the laptop one but we picked a different one so please welcome the amazing Sergio Hernandez to Stage who's going to do a live demo for all of you thank you Chris good morning everyone now imagine that I like many of you am a federal employee and I'm looking to backfill a position on my team now it's been a while since I've done this but I recall the last time I had to do this there were a lot of steps involved and it took a long time but I also know that since then we've got this great new amazing employee portal which helped me with some benefits questions that I had so I'm hoping that it can help me here as well now I'm not really sure where to start so I'm going to use our virtual agent in the hopes that it can guide me and offer me some uh some solutions so what I'm going to do is simply type in back fill request not saying much here but the virtual agent using now assist with generative AI is able to understand the intent of what it is that I need and now it asks me what position are you looking to backfill okay so I'm going to say that I need an AI specialist who's at the gs14 level again not really elaborating much here and truthfully what I'm expecting is just a list of steps that I need to walk through but as you could see here the virtual agent is actually going to help me Kickstart this process and it's already found a list of matching position descriptions or PDS that I can use in fact the one I need is right here now based on this PD and due to the fact fact that our organization now has a single connected Enterprise level platform now assist is actually able to look across the organization to identify skills certifications years of experience GS levels and so on and it tells me that there may be five current employees who would be a good fit for this position so this is already a much better experience than what I had to go through last time all right so how do I want to post this job internally externally or both let's go with both and at this point the virtual agent has also found a list of job specific questions that our recruiter can use during the initial screening process now this isn't something that I would have even thought to look for much less did I know that we had and it's asking me if I want to use these questions absolutely I do now based on the information that I have I now need to generate a vacancy announcement and Route it up to HR for review but as you can see here the virtual agent has already started the vacancy announcement process for me and because it understands how long it has taken HR to usually to respond to these requests it tells me that I should hear back from them within three business days and here's my case number in case I need to refer back to it so what started off with me just looking for some guidance I figured it' take a couple days probably have to reach out to folks for some assistance now assist with generative AI empowered me to selfs serve and complete this process literally within just minutes and as a hiring manager instead of focusing on making sure I get this process right I can actually focus on what's important to me and that is making sure that I get the right person on my team Chris back to you [Applause] great and I think you saw a demonstration there of what self-service and elements of proactive service looks like and as our gen capabilities are only going to increase the power of the machine doing proactive work on behalf of the person is only going to move forward I'm a big believer in numbers and a metric that we use internally and a number of our customers do as well and I'd encourage you to think about it is this concept of self-service when somebody wants to get something done and it could be from it or HR or facilities or payroll or or whatever Mission area you pick what percentage of the time can they get it done without interacting with another human purely digital exactly as Sergio showed and 60% plus self-service is I think what the target needs to be that Target may rise over time with AI getting more and more powerful but that I think should be a baseline Target for all of us okay we talked about experiences how do you get there three tips that I've picked up over the years based upon some research nail the book ends if you can make the start of the process and the end of the process more or better sorry um people will have a favorable experience or or impression of that experience and if you know interestingly or maybe not interesting to all of you the person who did the research he picked the worst possible example he did it on root canals and he said if I can make a root canal the beginning and end of a root canal better do people have a more favorable impression of a root canal and the answer was yes so think about any process I'm sure you don't have a root canal equivalent but nailing the bookend super critical second as you look at any process it's very easy to get lost in all the things one could f fix but Studies have shown picking the worst moments things that people hate the worst and Rising those up making those better is better than fixing a bunch of medium things and making them a little bit better and then setting expectations the analogy I would give you is Uber when you call for an Uber it tells you within reason how long it's going to take to get there and then once you get in the car how long is it going to take to get to your destination and even if you don't like the answer oh my gosh it's 40 minutes because the traffic in DC or the barrier or wherever you live you're somehow your brain's okay with it because your expectations are set so I just think digitally as we create these experiences how do you make sure we're setting expectations for the person on how long it's actually going to take maybe while you're focused on number one and number two which is fixing the process itself okay so experience really really matters I'm going to talk about speed and Sergio hit this what he thought in that example would have taken four or five days probably four or five weeks in reality um got done in minutes and I believe speed is a competitive Advantage whether it's a mission area a department like it or HR facilities if we can increase the speed of operations things are just better and people like speed everybody wants things to be faster nobody woke up and came to work and said gosh I wish things were slower like how do we make things faster and I think the service now platform has a pretty unique approach to orchestrate and automate work on top of all the systems of record so if you think about example that Sergio just demoed it doesn't mean that service now is a system of record for HR or job applications or job descriptions what it's simply doing is tapping into all those systems and orchestrating the work in a way that the human can engage with it in a much more meaningful way so our approach of experienceing Automation in one platform I believe is the unlock to making sure that we can drive speed inside the Enterprise and the biggest lever to drive speed to me is obviously automation which is why in our platform and I mentioned this at the beginning that automation comes in a variety of forms there's so many different use cases it could be RPA it could be workflow automation it could be chatbot geni but how do you drive automation at scale so we packed the platform with tons of capabilities to allow you to automate at scale but the biggest question that I've encountered even as we're transforming ourselves is okay this process is slow I'll pick on procurement I think in federal land it's called acquisition um why is it so slow what should we go automate and I'll tell my team you have to make it faster then the first thing is say where do we start we've actually made that easier too so we've embedded something called process mining into our platform and what process mining does it tells you where all the bottlenecks are so the minute you digitize anything on the service now platform the platform starts analyzing it putting machine learning on top of it and telling you where the bottlenecks are and it completely reverses how we've done things traditionally traditionally it's been us the people looking at a process putting a vis chart on the wall saying I think there's a bottleneck here or it's over here the platform now does it and it does it every day so the speed of optimization is also increasing and this is a real example from my organization and I was shocked when I saw it 74% of HR cases being recategorized we deleted a couple things which said they were recategorized within 24 hours and I was like what are we doing but no human was going to tell me this the platform told me this so we now have roles inside my organization come to work every day and say what is the platform telling me new that I need to go automate and fix and and so if you think about automation capabilities what do you need to automate filling in the blanks there and it changed my mind on one thing I grew up with which was this old adage of never automate a bad process my mindset has completely changed to automate whatever you have because the platform will help you optimize it faster than any human possibly can with AI it's a super powerful concept but I think it yields outsid benefits we did this internally we picked our top 10 processes that we thought really mattered at the company we put process mining behind it put the resources as I just mentioned and within one year the median Cy time Improvement speed was 32% 32% faster at our top 10 processes and now we're going after our next 10 and next 10 and then we'll probably Circle back up to the top to say hey we need to look at those first 10 again so I'd really encourage you to look at those capability in the platform I think can really accelerate your outcomes so let me talk about ai ai has caught the industry by storm over the last 12 months I think you'd have to have your head in the sand if you hadn't heard of GPT is your open AI good service now we've been at AI for the past 3 years it's not new to us we started with supervised machine learning and unsupervised machine learning we developed our own large language models before the world even knew what a large language model was which is why we're able to come out and demo the things that Sergio just showed which is large language models present inside the service now platform the data doesn't have have to go anywhere to a third party that's insecure or you're wondering what are they doing with it it's trained on your specific data because we know that to our customers data protection and security is super important and that's a Gateway even to play in this AI field but before I get into AI you got to have data and that's what we've been focusing a lot on in our platform and this is my CIO dashboard these are the five pillars that I look at and the service now platform giving me real insights every day into how my operations are performing with Predictive Analytics it's not only recording the news but it's also telling me what are these kpis going to look like in a week or two and now with generative AI the latest Innovation that we've done is the chatbot will give me a weekly summary here's what's happening in your operation so it's almost like I don't even have to go to the dashboard and or if I don't want to generative AI will give me the so what on top of all the metrics super powerful but this I feel like was where we've been with AI so where are we going and before I talk about where we're going just why is everyone so enamored with AI and I'll give you my point of view on it this concept of infinite scalability so if you think about a process or a department or an experience automated with AI it almost has infinite scale because if you've built it to serve 100 people scaling it to serve 500,000 people it's almost zero marginal cost increase which is a very attractive concept to every business anybody running a department scaling it without adding any cost AI can help do that the other thing we've all grown up with probably with scale complexity increases things tend to slow down get more inefficient AI is the opposite with scale it actually learns it gets better so it learns with scale so the bigger and the more complex and the more data the more AI is going to be able to help and the last but certainly not least AI systems interconnected with each other that learning and automation rate just increases and gets exponential so I'm super excited about AI I'm sure all of you are thinking about how you can apply AI in your organizations and be an AI first Department company Mission and that's what we've been doing in our platform as well equipping a the building the AI in the platform to equip all of you so you don't have to do a lot of extra work I went live on our own geni Solutions it took me about four weeks and I'm going to share some results that I've achieved in the first 120 days I think pretty remarkable and it didn't require a huge lift from me in terms of getting there so AI I think about AI driven experiences and embedding gen gen and virtual agents gen enabled search I'm sure you played with chat GPT chat GPT gives you the answer Google gives you a bunch of links it's the same way with our gen search gen will actually give you the answer and when we implemented this internally we have a simple form every service now employee in the audience would know it when you go on our portal or mobile ask for help from it in the middle of that if gen understands your intent it will surface hey I think this is the answer you're looking for 54% of the people don't bother submitting a ticket or case or whatever you want to call it 54% and that's in the first 120 days that's how quick this goes and they're so much happier because they're getting their answer that much faster process mining I talked about automation Discovery the takeaway I want you all to have have is AI is literally embedded into every part of our platform every workflow every experience every automation capability and we are just getting started if this was a 100 mile race we're probably at mile marker number five in terms of the AI capabilities some would argue mile marker number one but the whole point being it's only going to get better oops I hit the wrong button it happens had to do something wrong up here okay so these are the metc and I think about them quite simply back to that self-service metric and I won't read the whole slide but these are outcomes that we've achieved in 120 days and if I net it all out whether it's self-service for our employees and customers helping the agents on the back end be more productive by the way we also have text to code and text to flow and so helping the service now developers innovate on the platform that much faster with a 52% acceptance rate on the code that that generative AI is putting out for any there may be some software engineers in the crowd or people that manage software Engineers like this is a big number software Engineers like to write their own code 52% acceptance rate but if you add it all up generative AI is now doing the equivalent of 50 people's worth of work at service now and that's in the first 120 days so think about that that's 50 people's worth of capacity that's freed up to work on more more strategic things to serve our customers in a better way so I am super excited about where we're headed with experiences speed generative Ai and and and I think like possibilities are endless so what i' leave you with is platforms are a force multiplier versus Point Solutions and as you think about our platform you can leave your systems a record wherever they are we will integrate with them very easy speed and and I know many of people in the audience talk about the mission speed of mission operations we can absolutely speed that up with Automation and Ai and experiences in ai ai is the next tech Revolution and my advice for people is you got to jump in the deep end of the pool because the capabilities are only going to increase and the sooner you get started with whether you want to call them Pilots or experiments and then very soon into production the sooner you're going to start realizing benefit and learning because we're all learning on this AI Journey but that was a lot of slides a lot of Concepts I thought I'd make it very very real for all of you by talking to someone who's actually using our platform driving transformation at scale it is my pleasure to invite Miss Venus goodwine to Stage the incredible Chief Information officer of the Department of Air Force welcome Miss goodwine [Applause] thank you so much for being here really really appreciate it and maybe let's start out because certainly for me I think about the Department of Air Force I think about the complexity and size of your organization but miss goodwine could you maybe help us out with what's the scope of your responsibility at the Air Force so hi to all of my Air Force okay there we go so let me put this in context for you so we are now as of four years ago I love to tell the Army congratulations we gave you a grandchild so if you understand our history that makes sense to you um I love to say first of all um one Department two services but also that means we have multiple domains we have more than 800,000 employees across more than 180 locations globalwide but here's the kicker that size and complex isn't what's important what's important is they all have their own money to spend on it that is where I think my scope is so large and so I love the three words you had because I have three words too okay I think of culture relationships and definitely speed I'm going to start where you left off is speed I have to deliver to the war Fighters at the speed of relevance the speed of mission how do I do that so I'm excited to be on this journey um with you service now um on this intelligent transformation because for the Air Force I have to Ure that all of the Airmen and Guardians are doing high level work so anything that I can automate any time that I could eliminate what we call governance blind spots um anytime I can have processes that are consistent reliable and produce results that can be measured then I have hit a home run so for me my scope is large it's complex but more importantly I have to be at the speed of mission I love that term speed of mission I might steal that even though we're not in you know your line of business you can have that thank you um but as you think about that speed of mission and the blind spots and driving automation at a organization with your scale and complexity what are the challenges of managing it can you imagine how many of you have kids you give them a credit card can you imagine right so just imagine I have one it credit card and everyone in the Air Force gets to use it and I can only reconcile at the end of the month sometimes I'm going to overspend right that is the challenge I have in the Air Force how do I use one I have to address the culture within the air force that let them understand that what I'm going to deliver to you is exactly what you need the other challenge is yes what I'm going to deliver to you is going to be integrated it's going to deliver to you the results that you actually need and so um all of them have their own dollars so my goal is to make sure they spend the dollars that they have relevant to the mission needs that we have so as a CIO strategy yes policy yes governance and oversight absolutely those are the things that I do to try to build this Coalition of the Willing with their dollars so you ever try to convince someone to spend their money on what you want them to spend it on yes now I tell you now I can walk in and every day and say I'm the C I have title for authorities I shall do what I say how long will that last especially if you're in the military because I have some stars that probably will push me around a little bit so I don't use that approach I really try to use my influence my influence and definitely the relationships that I have but more importantly outcomes I have to be able to show them outcomes so with service now I want to share with you with all this money that's spent we had multiple platforms multiple people had purchased it so I knew there was a demand I knew there was a need so I partnered with service now and had an impact engagement and they helped me re Architect no one lost their requirement actually we actually saved money and so that was beneficial because now I was able to build that Coalition of the willing I was able to build that trust with them as well and so then from there we tied in our user experience which is very important but also we made sure that we can measure the outcomes in which they had and so culminating all of that together on my journey with service now is now we get to have some of the things that you're talking about today have that speed that's important have the experience that's important so that's what I'm leveraging in the Air Force and that's great in terms of like I love the outcomes and I love the credit card analogy um and improving investment transparency but you know if it's if you're anything like me Miss goodwine you know the art of getting this done the platform works is in the how yes like how did you get hearts and Minds behind your vision and I'm sure there was some naysayers to say this is going to be bureaucracy it's going to slow us down like how'd you get past all that the proof is in the pudding I know that was supposed to be profound but it wasn't okay all right work with me I know it's early listen I had to show them by the numbers when you tell me that you can have Ai and that's 50 people worth that's a lot now I haven't been able to tell them that if you use this platform you're going to have 50 FTE back in your Workforce I'm not there but what I can show them is now when I go to a meeting I don't have to create PowerPoint slides I can brief from my dashboard I can manage my projects in my portfolio management module within service now when I start to show them real value in the work that we have put forward and show the real value and the dollars in which they have spent now you say oh it's just a PowerPoint no a dashboard gives my leadership the opportunity to make decisions quick and data driven and then it also presents a transparency everybody wants to know what's behind the curtain and that's what we were able to do with the platform so we're still on this journey we're not done um but I will tell you today we've definitely seen the benefit of using this in meetings where we would have people you know how it is working on PowerPoints all weekend long Monday meeting you're taking pictures of the dashboard to put on the PowerPoint who does that right no we just we just spin up the dashboard and we can actually walk through it and I will tell you um in a digital age it also becomes a recruiting tool for us because now we can also show new Airman and guardian that we're thinking ahead on this digital transformation as well so it's more than just a platform for us is how do we use it across the entire Air Force and and our space force as well just to make sure sure that they're going to get value in what they see yeah and I had never thought of that secondary impact in terms of it being a talent attraction vehicle as well showing how digitally forward you're thinking but so so much in that in terms of the transparency getting rid of all the unneeded work I love here cutting and pasting screenshots into PowerPoint um working software always beats PowerPoint any day of the week um notwithstanding I just showed you a lot of PowerPoint but um I do believe in that Vision as well um so I realized I had to be like you know self-aware on that one but um you know you're driving incredible results maybe last question for you miss goodwine is like as people are on their Journeys and we're all in the same Journey yes right I'm in the private sector your Department of Air Force may have civilian agencies here but the problems we're facing are very very similar so what what maybe like advice would you have for people that are on this journey how to actually get it done yes so you know um I love telling stories so I'm going to use an analogy whenever I go somewhere and I have a good experience I can't wait to share it right I just share it on LinkedIn not on Facebook anymore but I share it in different places so if I find a good shoe sale everybody's going to know about it I'm just saying nice shoes SP so what I tell you the reason I tell you that is because when I start to use the tool myself and then other people can see what's that hey what's that because people are curious by Nature so I would tell you if you're on this journey first of all start using the tool and let other people watch show them the benefit to you yourself then they'll start to ask questions and the more they ask questions the more you can start bringing them in that's how you build the Coalition of the Willing now there's this Coalition of the unwilling that you're going to have to deal with and those are the people that say that's just a new thing that's just a fad thing no you tell them this is the way we're going to do business and now understand why they're unwilling so I think that's important then I cannot forget just culture I worked on the federal civilian side as well as the Department of Defense and I will tell you there is culture differences and you have to address the culture piece and that is why is it that you don't want to use my automated tool why do you still want to use you know the Powerpoints nothing against PowerPoint but I will tell you when you address that culture you start really learning that there is some fear we have multigenerational multi-generations in our workplace so you have to deal with each generation differently so that's to me what I think people should do next and what they should take away from our conversation as well and then that last piece is show them the return on investment it's not always money there are soft rois that matter you get more time back right you're upskilling your team so if you think holistically about it I think that's how you get out after this and I think you'll be able to get people to go to the shame shoe store that I go to that's awesome and Miss Goodwin I took a lot away from that myself thank you so much for sharing your story with us really really really appreciate it and I'm going to hand you back to our host Steve now thank you