okay so it is three pass so let us get started again welcome everyone um today we'll be talking about the social benefits Playbook and the eligibility framework so before we begin got to flash the save Harware notice please understand that this presentation may contain forward-looking statements but that plans may change and just to keep that at the back of your mind this webinar is part of a much larger series called live on service now and this is all designed to help customers like you um adopt service now capabilities and Achieve value faster so the with the QR code you can see the full schedule a link will also be shared in today's chat so use that to continue your Learning Journey a bit of housekeeping we have saved at the end we have saved time at the end for Q&A but feel free to use the Q&A button at the bottom of your screen along the way to and ask questions we have Ryan Griffin and Tamir Seagal uh on the call along with me and so they can help out and answer questions along the way just know that this presentation will be recorded and shared on the service now community and that after this event EV you will be prompted to fill out a short survey we thank you in advance for your feedback so now on to introductions I'm Kai amyy outbound product manager for public sector Digital Services um in my role I am focused on enablement both internal and external enablement along with driving our goto Market approach I'll kick it off to my colleague Ryan to introduce himself thank you K I appreciate it Ryan Griffin here I too am a product manager on the inbound side uh and what I do is basically partner with our engineering team to bring a lot of the great functionality that you're about to see to life so I'll turn it over to Tamir who will also introduce himself Tamir yeah thank you Ryan so my name is Tamil seal I'm director of product management here in service now and I'm part of the data foundations uh bu and I'm responsible for policy as codee engine which is the foundation of the eligibility framework that we're going to Showcase later on today awesome thank you guys so on to the agenda we're going to do a quick overview of psds then we're going to talk about some of the customer challenges that we identified as we explore the social benefit space um then we will go through an overview of the solution that we delivered do some live demonstrations so that you can see the featur Fe in action and then wrap up with some next steps let's begin so our product overview so public sector Digital Services is service now's digital platform to speed up the delivery of government uh Services we have a suite of package applications designed to help you achieve value faster um and help you fulfill your missions so our first package application was a service request Playbook which was designed to digitize non-emergency services such as 311 requests our latest package application the social benefits Playbook is designed to help agencies deliver critical Financial social assistance in record time but for all of our package applications we have a couple things in common so first we have a data model that supports modeling agencies businesses and constituents on a single platform we have process orchestration capabilities built in to digitize the endtoend flow and we have guided customer and agent experiences uh for end users and this all serves to help agencies lower the time to Value improve agent productivity and ultimately improve services and build trust with our constituent base I also wanted to highlight a new plugin that we've delivered so the service applicant information common plugin is a new plugin enabling customers to capture additional information during case creation so this includes a data model and a corresponding custom UI to facilitate storing applicant information and specifically financial information and wanted to highlight our journey to date so psds launched in San Diego with a government Serv case type along with um some initial uh Innovations around supporting constituent Services since then we've branched off we've built out our agency Services capabilities our business support services capabilities and started launching those package applications for various use cases awesome so now we are going to move into uh the social benefits Playbook and eligibility framework and talk about that um at length um and I actually do have a poll so let us look at that so you should see the first poll and we just wanted to hear from you what are some of your challenges what is your biggest challenge with eligibility determination currently so I see some responses coming in um but yeah go ahead and share with us what you think is your biggest challenge you can also feel free to use other if that is more applicable to you but I'll just give a few more moments so that we can um see all of the uh so we can get everyone to chime in okay looks like we have a good solid number of folks uh participating so I'm going to end this poll and share the results okay so it looks like right now um our top uh challenge is manual data entry so thank you guys for that okay so on to our next one this is for if you selected other we just love to know what you do consider your biggest challenge oh sorry guys huh this poll is being a little wonky but um we'll just move on okay so thank you guys for sharing what you guys face as your biggest challenge um we've in our process of delivering uh this Innovation have talked to many customers about their challenges and some common themes came up we heard that you guys are struggling to provide financial and social assistance in a consistent and expedient fashion and this is because you're managing large volumes of pretty complex applications while relying on a combination of Legacy Solutions commercial off the self Solutions and manual processes and these are all disconnected which it makes it hard to navigate and this results in subpar experiences for nearly everyone so con constituents struggle to understand which benefit programs they available for and once they do find the right program they struggle with the complex and long forms and then agencies are have their own challenges right oftentimes you're relying on Mainframe systems to do eligibility determination and as you know these systems are difficult to learn and even more difficult to maintain and it can be challenging when there are new regulations and new laws and the rules that govern eligibility uh need to be updated so the social benefits Playbook from pscs is our answer to these challenges and we see there being three ke benefits so first this allows agencies like you to quickly deploy a purpose-built application with all of the needed building blocks this is important because sometimes you need to stand up a benefit program very quickly right there might be a natural disaster or a public health emergency and so you don't have the time to go through this long deployment process you need something that can be stood up fairly fast we're also enabling agencies once they have stood up their benefit program to process constituent requests consistently and fairly by guiding government workers through the entire process um so we've built in business Logic the government worker knows exactly what the next step is in the process and that really just makes sure that they are doing all of the right actions to deliver a fair result for the constituent and then finally we're reducing citizen effort for requesting benefits so right those applications are very long um and complex but we've broken down the process into steps that are manageable for the constituent we also have built-in Autos savings so uh the constituent can stop and start as they see fit um and this again just helps make sure that constituents can work at their own pace as part of the social benefits Playbook we are delivering the eligibility framework and this enables agencies to Define and manage the rules determining eligibility and calculating benefits um so this makes it easy for governments to design and Institute eligibility systems and make updates as laws and regulations change it also reduces the manual effort from Agents as they're trying to make decisions so they're going to get an autogenerated um eligibility recommendation within the workflow that shows them whether the constituent should is eligible and you know what are the reasons for that recommendation so did they meet the gross threshold income did they meet the these other requirements and then it also will show those agents uh a benefit summary so exactly how much the constituent is owed and for how long um and this is just all serves to minimize subjectivity so instead of an agent having to go through different systems try to piece together information we're bringing uh the decision- making to them giving them all that information that they need to make uh an educated decision and this all in turn makes it easier for uh agencies to process large volumes of applications uh consistently and accurately so there are many reasons to adopt the social benefits Playbook but I'm going to highlight three key reasons first it is coherent our unified architecture means that it is easy for you to to extend what we've built tailoring the base application to meet your agency specific needs second it is composable so we have activities that you should see as building blocks to create the eligibility rules and benefit processes that are specific to your agency third it is connected so you can orchestrate a benefit process with in your agency but also across multiple we have built-in case tasks so that you can give parts of the process to other departments other agencies and this all helps you to fulfill your missions with a faster time to Value faster benefit delivery and just ultimately helping you to economically Empower your constituent base so there's a lot to love but I know it's always better to see than it is to hear so I'm going to pass it off to my colleague um Ryan Griffin and he's going to go through um some demos but actually right before we go into those demos I wanted to highlight a c key few things about our eligibility framework because this is very new um along with a technology that is powering it so um our social benefits eligibility framework is a rules engine that is powered by policy as code engine and for those of you who are not familiar policy as code engine is a powerful low code rules engine capable of processing rules and seconds and this makes it easy for process owners and admins to create rules update rules test rules Etc um and one thing to note here is that we call eligibility rules in policy as quot to engine as policy so if you hear me say say policy from now on know that that is a rule set essentially and so there's a lot of things that you can do with uh our policy is code engine uh eligibility solution so an admin could create a policy to build off the logic determining eligibility and benefits they have the ability to use templates to make policy creation even faster so they can predefine logic and data sources to make this process faster once they have the policy set up they can map policies to one or more benefit types and before putting policies in production they can test them using a test playground and they can audit policy executions and see what was the decision what was the status what was the processing time so that information is available to them and then how our solution works so let's just walk through an example of how this might work so let's imagine that a constituent named Sarah has submitted a new benefit case for Nutri assistance our engine will first extract her applic application data using the case's unique sis ID then it's going to run that data through all the policies that have been mapped to that particular benefit type and once the execution is complete um and admin can view an log of that execution and drill into the details that are of interest to him or her um at the same time uh an case agent or a case worker can actually get an autogenerated recommendation that highlights what's the constituent determination is and why um so that is uh how it works and this all serves to provide better outcomes for all of you so this helps to increase the number of apps processed on time and also serves to increase the number of apps that are processed accurately okay wonderful so now with that um I will pass it off to my colleague uh Ryan Griffin to show this feature in action awesome thank you Kai I appreciate it um give me a moment here I'm actually going to share my screen as well and I'm going to pick up where Kai left off so so hopefully that's loading in on your side as we speak um I'm going to walk through a couple of different demos for you um the first being uh an update to an existing eligibility rule we have a hypothetical situation here where a new law was recently passed that changes uh certain parameters within a specific eligibility rule so I'm going to show how that eligibility rule can be updated uh and then ultimately I want to show um how we can test that change and then ultimately uh we want to publish that rule after that successful test passes and then the second demonstration I'll just Tee It Up uh is on a new eligibility rule um so not only do we have the ability to create excuse me to update existing eligibility rules uh but we also have the uh functionality to create uh and maintain net new rules um so let's start off with the first use case uh which involves uh Michael Smith our system administrator and I'm going to flip over to our instance here uh and just talk a little bit about uh this user interface so as you can see uh there is a whole host of Eligibility rules listed here uh We've set up some existing ones for purposes of this demonstration and I'm going to click into our sample monthly gross income eligibility Rule and it's on this screen where we have five different tabs that provide details about this eligibility rule uh the first tab is our details tab uh this really shares some high Lev information about the eligibility rule uh for example its name uh the category to which it may be assigned uh and create as well as creation and update information the second tab which is really the meat of our policy is known as our policy Builder uh this contains really the business Logic for the eligibility rule itself uh it's here where changes to existing rules can be made and tests can be run on those changes to determine the impact the third tab our version management tab uh really stores all the version uh information about the eligibility rule itself uh you can see here for purposes of demonstration we've created a variety of different versions for this specific eligibility rule involving mon monthly household gross income flipping over to our mappings tab uh this mapping tab really provides the ability to create and manage relationships uh between between the eligibility rule itself and a specific uh eligibility uh benefit program uh so for sake of demonstration you can see here that this monthly gross income eligibility rule is mapped to our nutrition assistance benefit program and then last but not least is our executions tab uh here we can view a variety of information about previous executions for this benefit eligibility rule uh this information uh is inclusive of certain tests we may have run on the rule itself as well as production runs of the eligibility rule so I'm going to navigate back to our policy Builder tab to illustrate how we can change uh an existing eligibility rule so just to set the stage in terms of a hypothetical scenario let's just say that uh recent legislation was passed where the total monthly gross income for a household uh has changed from $2,500 over to $3,000 so I'm going to first uh create a copy of this existing eligibility Rule and why we do that is because publish policies cannot be changed we as I mentioned earlier maintain uh existing versions of policies and so therefore uh when we want to change an existing policy we in effect create a net new version of that policy so that we have full Trace ility and and audit trail of all the changes that may have taken place on a specific policy um one other thing to call out is is that as you can see uh this UI offers low code no code capabilities in order to update this existing policy however for more sophisticated or more technical system administrators there is an option to launch a Java code editor where uh more custom code can be done and and for more sophisticated rules so changes can be made at that level as well uh but for purposes of our demonstration um I'm going to go into this low code no code editor here and I'm going to modify the parameters from 2500 to 3,000 and so I'm just going to change the condition description as well as the um parameters for our rule itself so I'm going to do that in several places um just so you can understand the change from 2500 to 3,000 and then what I'm going to do before I publish this new version of the rule I'm going to quickly run a test on the rule to understand the implications of making this change so as Kai pointed out earlier we have this test playground which can be launched by clicking this flask icon in the right hand margin and I'm going to specify uh some options for conducting this test so I know that this eligibility rule pertains to nutrition assistance so I'm going to run this rule against our nutrition assistance program so it's as simple as clicking that benefit model and clicking the run test and you can see immediately the outcome of that test that indeed we can make sure that the test is functional uh and the results in a compliance so having completed the test I'm now going to publish this rule where we get a confirmation message that's going to say that we are going to augment our version from 6.0 to 6.1 and I'm going to confirm that and publish that new rule and here now you can see that the monthly gross income threshold has increased from $2,500 a month to $3,000 a month the second demonstration I'd like to run through with you is around creating a net new eligibility rule so again just to up uh our user Persona here again is our system administrator Michael Smith uh the situation involves a new law that was passed to introduce a net new eligibility parameter so I'm going to go into that same UI I'm going to create a net new uh policy or eligibility rule I'm going to show you how we go about doing that and then ultimately I'm going to uh publish that rule so that you can see it in production right so I'm going to switch back to my instance and I'm going to close out this tab from our previous demo and I'm going to start by uh clicking on this new button here to launch the policy Builder so we start off with a blank policy so I'm going to specify a policy name as well as a brief policy description just for purposes of demonstration I'm then going to click save to save the draft of this policy and then I'm going to navigate over to our policy Builder tab where I'm going to specify the parameters of that tab apologies there so the first thing uh involved in this is is to specify our condition description and then what we want to do is then locate the source or determine where the data for this specific policy resides and we can do that by simply dot walking through to locate information that's associated with our social Benefits case and in this case I'm going to examine the constituent the person that who's applying for the benefit and I'm going to locate uh the state attribute okay and for purposes of our demonstration I'm going to indicate that this person is a resident of uh the state of California and if that is true we're going to say that that person is compliant and we're going to offer up that this person is indeed a California state resident and then if the person is not if on their application they've indicated that they reside in another state such as Nevada Washington what have you we're going to indicate that that person is non compliant and the person is a non-resident of the State of California okay um so as you can see a pretty powerful UI here where it is all low code no code functionality U but as I indicated earlier uh for more sophisticated admins I do have the ability to jump into a JavaScript editor where I can create uh more custom uh more um technically oriented uh eligibility criteria okay so um typically here I could go about testing uh this new eligibility rule um but as I showed that in the earlier demonstration I'm going to quickly publish this Rule and you can see here a confirmation message is presented to me to say are you sure you want to start to publish this rule without testing I'm going to do that and then now we have our version 1.0 of this state residency eligibility rule so hopefully that provided you uh with a great Insight of how we can both in update existing eligibility rules as well as create n new eligibility rules it's very powerful functionality uh that's really code no code uh and allows you to manage your eligibility rules in a very simplistic fashion so with that I'm going to turn it back over to Kai who's going to provide a more thorough overview of our social benefit Playbook Kai thanks Ryan I'm gonna take this screen um and perfect okay so now that we've seen those demonstrations of our eligibility rules engine I wanted to zoom out a little bit and show you the endtoend flow so that involves a constituent um accessing a benefit program on Portal and completing an application to a case agent uh viewing the submitted application and processing it and ultimately making an eligibility determination so let us see this Fe feature in action okay actually so we are on the government services portal and a constituent shaa Tyler has navigated to it because she is looking for a nutrition assistance program she has a young son um John and she's having a hard time putting food on the table for her family and she thinks that this nutrition assistance program could help so just to orient you on the left hand side we have all of the steps for the application listed out for her this helps to um Orient her helps her start to prepare she sees that some income information some financial information is needed so she can start to prepare for that um and also just to highlight this again right there's built-in Autos saving so she can stop and start at any point in time but the first thing she's going to see is that she's prompted to answer a couple of Eligibility questions and think of this as a pre-screener so she just has to answer a few questions and then the system will identify whether she she'll she there's a good chance that she'll be a good fit for the nutritionist system a program she also gets to see that another program has been suggested to her so the system has identified unemployment insance as another program that might be a good fit and she'll actually be able to apply for unemployment insurance at the end of this process using some of the basic data from her uh nutrition assistance program application so it's neat that she's able to reuse that data and just Kickstart that other process I won't drain all of the application steps but I do want to highlight a few things so as you can see here one of our initial steps involves having the applicant just fill out their information a lot of this is pre-filled because this is an authenticated user and we do um ask that uh constituents authenticate for benefit applications so a lot of this is already pre-filled but there's additional things that she can do such as add people to her benefit application like a spouse or a child that's that third step here she can do things like provide income information such as her job or other sources of income um another thing I want to highlight here is the upload documents activity uh where we've made it easy for her to associate all the key documents to the right people within her household again these are just the outof the-box activities but you can rearrange these you can remove some add some you can really tailor this to reflect your specific agency's process um so she's going to we prompt her to confirm application details to review everything and then it's time for shaa to sign and submit and when she does so then she's going to be prompted um with that unemployment insurance application that we uh saw recommended to her previously that's going to just show up in a moment so you see that a new um step has uh been created and it's called apply for additional programs and so she if she wanted to she could go ahead and apply for an employment insurance using her uh basic information from this form for the purposes of this demonstration we're going to skip this okay now let's move on to the agent experience so the agent from the configurable workspace can go ahead and get working on Shauna's application and just to orient you to what what the agent has available to them up top there are Chevrons that highlight the four key stages that the case agent will work through um on the upper left you can see the steps within this particular stage and then there's key information below that the agent can always reference we also have on the right the contextual side panel where the agent can pull in additional details um as needed but right now we're in review and that's because the constituent completed all of the intake uh activities on the portal and here the case agent can review the application so all of the sections of the application are linked so the case agent can just click on one and start to drill down and to review the information when assume that the agent goes through all of the uh sections and reviews them and then can move on to the next step which is check for duplicate benefits so this is an activity that's actually comment across our package applications um and it it's an activity that surfaces similar requests with really the goal of helping you manage duplicative requests and also helping to reduce frauds so you can see if Shauna has applied for nutrition assistance in the past and whether she received it um and if this was a duplicative case you could mark it as such and move to decision and this instance we're not going to do that just so that we can see the full flow and we're going to say that there's no duplicates found and then the next activity that we're going to see is uh verify supporting documentation so this is an opportunity for a case agent to make a qualitative assessment of the documents that have been submitted by the constituent and so they can go ahead open each document and make sure it looks valid so let's try it for John Tyler it does not look like a social security card looks like the constituent accidentally submitted a a photo or a a drawing of her child uh so she's going to instead flag this uh as not valid um but yeah the case agent will go through all of the documents and if it looks good then they will verify the ones that are flagged are grouped together so that the case agent can send one Consolidated message asking for requested um uh information so the case agent is going to request documents and what's we're going to see short L is that on the government service portal the constituent is going to be able to resubmit the uh document for her son so right she had accidentally submitted the wrong photo but now she can submit the correct uh social security card um and help unblock her the her case agent so this is going to enable the case agent to proceed with the remainder of the process so let's go back to that so we should be able to mark complete oh actually I need to refresh so the case agent is prompted to review the document again now it's been submitted it looks all good it's the right document this time so she can verify that it is correct the next activity that we've built into the process is an optional activity and it's called conduct interview and this is because we saw that many agencies um especially those in the US often have a consultative interview with uh applicants to help get to know them better and so as part of this sometimes you need right you need to do some scheduling you need to set an appointment date an appointment time Etc I won't go through this process now but just wanted to highlight you that we have built this into our package application as an optional activity so now we're on to the process stage so this this is where the autogenerated recommendation comes into play which I had mentioned previously so we can see that the eligibility rules engine has made an assessment that this constituent meets the requirements we can drill down and see exactly which rules were met in order for that assessment to be generated if we scroll down we can also see that a benefit summary has been calculated so the case agent can see exactly how much is owed to the constituent um and all of the adjustments that have been made the case agent can use this information to make their own uh determination um out of the box we have still have that human in the loop to make that final um determination but you can configure this to make automatic determinations if you see fit so Cas agent's going to suggest granting the benefits it's going to add some work notes and then it's going to uh propose decision and this is actually going to uh move this for approval and actually the reason why I um had us do this as the system admin is to fast forward uh the approval so let's do that now so an approver and this could be a leader in the agency um a manager can go ahead review the determination from the case agent and just give that final stamp of approval and then once that done it's time to resolve the case so the case agent's going to set a resolution code they're going to add any resolution notes any key details that they want to share with the constituents um and then they're going to close out the case so yeah this is how the social benefits Playbook from the Q2 2024 store release of pscs um makes it easy to digitize social benefit cases from end to end all righty so I'm going to go back to the presentation now um so wanted to kind of wrap up with providing more of a comprehensive view into what we support today so we've built upon our data model for the social benefits PlayBook application we've extended government service case to create a social Benefits case type we've created a product model extension table so that um you can it's easy to model the social benefit programs that your agency offers we have encrypted fields for pii information to make sure that we're protecting constituent information really want to highlight our security so this is a scoped admin application so there is an admin particular for this application there are roles particular to this application um and what this means is that even on the same instance you know you can restrict who sees the data in Social benefit cases and that's really important because there is a lot of sensitive information obviously in these use cases from experiences we're providing guided experiences for both constituents and both for agents and obviously we have a lot of process capability built in the last thing I just want to highlight um for you is that we are included packaged within this Playbook is the eligibility framework which we've mentioned quite a bit today okay so just wrapping up with some next steps some resources for you um is our documentation um on social benefits we have a YouTube playlist um for PS yes I encourage you to check that out this this session will be on that YouTube playlist fairly shortly so you can always reference back um what was discussed today there um so those are some key things I want uh you to be aware of I'd also love to keep the conversation going um I'm going to launch another poll to see kind of what the interest looks like for maybe an office hours as a followup to this conversation to dive even more deeply into the capabilities and you know to meet members of the product team and development team and ask those questions in an even more intimate setting so going to launch this poll go ahead let us know what you think cool I'm going to give it a few more moments just to see if we can get any last few uh opinions um but it does look like most folks do find it would love to have a an office hour so we'll look into that okay awesome so thank you guys for participating in that poll okay so again just wrapping up some additional things I wanted to highlight here so there's so much to help you uh continue your Learning Journey service now impact is a resource to help you realize value faster across your business across your agency so if you want to learn more about impact encourage you to check that out there's also lots of training and certification available to you so I encourage you to review our technical trading guide to help yourself get up to speed and then if you need some additional help with your implementation we have an UT service now designed to help you so there's expert services that can really guide you through that implementation um so again just highlighting some resources for you as you continue uh wrap but thank you so much everyone for your time it was great to talk about this topic with you this is something that we're very passionate about on our end we're excited to see it come out into the world and to have customers like you try it and to give us feedback on it so thank you thank you thank you alrighty I think that is it