thanks so much Kaylee and thanks everyone on the call for joining us this morning this afternoon depending on where you're dialing in from the US we are super excited to be speaking with you today uh my name is Matt gloud and I'll be the MC for uh for today's presentation and uh before we get into the content some of you may be thinking well I thought that this session was actually going to have a different customer sharing their story and uh and journey with service now and if that's what you're thinking you're spot on unfortunately due to some scheduling challenges we had to uh to Pivot so we are super excited to bring in uh Alex beachi from the ICF team to share his story with one of his customers supporting their journey to improve HR productivity and employee uh employee experience in the federal government so with that in mind we've got a really solid presentation for you we're going to get into some really interesting um stories and and uh and and Journeys from these from our cust customers here but just to give you the sneak preview we're going to quickly hit introductions we're going to share a highle overview of the project we're going to get into a live demonstration of configuration that was leveraged with this particular customer and then we're going to talk a little bit about some um implementation best practices for attendees here to consider and possibly take back to your teams as you go through your journey to improve HR productivity and employee experience we'll have some questions uh some time for questions at the end if if you have questions throughout as Kaylee mentioned don't hesitate to put them in the Q&A feature we'd love to address those uh as as we can in real time and one last little uh uh tactical item here we're going to have a couple of polling questions sprinkled throughout this session so we'd really love to hear from you and hear your feedback so without any further Ado uh my name once again is Matt glowman I'm a solution executive with service now's employee workflows team which ultimately means I help customers Within the federal space and specifically around the federal civilian Market um automate workflows and improve processes and experiences and productivity when it relates to things like employee life cycle workflows legal workflows and workplace or facilities oriented workflows I've been supporting Federal customers in their Journey for uh for talent management for about 10 years now and super excited and appreciative of everyone for joining us today Shane over to you great thanks Matt thank you so much for joining us today uh my name is Shane Gallagher I'm a solution consultant at service now essentially Matt's technical counterpart so specializing in those employee workflow products helping to unify the employee experience at the Enterprise level I've been with service now for over two years so working closely with our federal civilian customer base to help develop some of those low code no code tools uh private service now had a lot of specialty working in those low code no code platforms helping to deliver customized Solutions on those so very much looking forward to today's presentation and I will turn over to one of our presenters Alex thank you Shane hi everybody it's great to meet you I am Alex beichi I was in the federal space for about 15 years uh the last four of which I ran a global it service operation and in that Journey uh towards the end I had inherited a homegrown SharePoint solution which drove me nuts uh I investigated into service now but as I was enter uh leaving the federal Workforce uh landed a job at service now where I was there for about four years and last year I was offered the opportunity to lead the service now practice at ICF so we are a Consulting and implementation partner so we help provide these solutions to our clients um and I oversee the business operations from how we go to market how we grow our talent and how we deliver exceptional outcomes for our uh our teammates and uh also I get to be a service now customer which I'm super excited about so I'm also the platform owner uh supporting a lot of our lines of business and uh and kind of improving the way that we manage and run our our business on the back end and I've got a teammate with me today uh Ben sheii who is uh our Solutions architect who's going to be helping kind of me out um you know we did have to Pivot and uh I told Matt you know he didn't pay me so he gets what he paid for uh so if anything goes wrong you know I'll just blame Matt but uh no we should be good I'm super excited to to be here and I appreciate everybody's time today awesome Alex Shane Ben thanks so much for supporting and uh special thanks to the ICF team for your uh work around the clock to pull this together in such short order so without any further Ado let's get into it Alex uh we'd love if you could maybe share the highlevel overview of uh just some of the background on on the customer and some of the objectives that they had at the onset of the project yeah I appreciate it uh so this is a large scale fed Financial customer um and really their main objective was to be able to provide centralized Services decrease um the cost of Technology uh of tech debt across the entire kind of Federated ecosystem and they wanted to be able to provide those Services down to sub agencies through what they called a Services based uh Services based model so it was really important for them to be able to scale and they couldn't do that with the technology that they had um they wanted to transition from sort of that more custom development side to something that was an integrated platform allowing them to kind of unify their data model unify Services unify the customer experience or the employee experience and the agent experience to make everything more streamlined uh gain efficiencies and that's how they were going to be able to scale and then uh ultimately there's there's a a financial component to it they wanted to be able to deliver things faster uh with a with a lower investment cost and really that was around having a single unified platform that had outof thebox capabilities that they could leverage quickly and kind of accelerate those adoptions across the rest of the sub agencies so those are all great to hear Alex and I'm sure there's many folks in line that hopefully can relate to at least one of those uh pretty ambitious objectives you got there so I have to ask when you all got in there what was the as is right what was the original state that you were working with to help get to the deliver those customer objectives yeah yeah so they um they were responsible for the entire it strategy for the agency and those sub agencies and how they manage the investment uh where they look to the key uh technology initiatives but they kind of started with themselves which was around 25,000 people but they had to look to the larger uh ecosystem so they were looking at this 160,000 plus you know kind of employee base and and they there you know there was a there's a little bit of uh uh you know it's a mountain that they're looking at so they really needed to trust in something in technology that was going to be able to support them to scale in that way but they were still very much in isolated uh solution sets they were on Prem as well as in the cloud they did have some SAS they were a service now customer sort of in their early adoption of it and and so they just had a very you know what is very common I think I think for most people they just had this huge technology sprawl and it made it hard for you know agents to support easily you know many different I mean you think about scaling from 25,000 to 160,000 and doing it in a centralized Services model that's hard with having to go from different sub agency technologies that aren't working together the data is not in one spot and um and just the amount of cost to manage and to pay for Li lies for all those different things just was really not uh conducive to a long-term strategy so it really was that typical like isolated systems overexpansion multiple systems doing kind of the same thing but just differently and uh and so they really wanted to get to someplace where they had a fresh common base made it easier for everybody to kind of get get the actions and get the things that they needed and consolidate a lot of their technical debt Alex forgive me but I'm go just a little bit off script here yeah that people were dealing with a lot of different systems and that digital sprawl across the employee life cycle what was that experience like sort of before you started work for those employees what were some of the challenges that the employees were experiencing and then maybe on the other side of the qu the HR business partners any challenges that they may have been having as well well I think a lot of it is around from the employee experience it was really around you know not being able to easily get something resolved um depending on what sub agency you're with maybe you're interacting with a different system than you would if you move to another agency um it also you know s sort of that black box approach so I asked for something and it just goes into The Ether and eventually it gets resolved but there's a lot of like handholding making sure it gets pass around to the people it needs to so there was no clear visibility no way to really just make sure that things were being being done and timely manner and conversely I mean that's the same thing for the HR business partners right because they're having to deal with the same thing but from the agent side of it so interacting with multiple different systems you know it's a lot of copy and paste hand handoffs between systems uh data pools manual entry so you're you're getting inconsistent data you're getting unreliable uh so then it you know it trickles up through the organization now HR managers and uh and CHR can't trust the data to make informed decisions about the direction they go the services they providing the quality of the life for the employees so it all just kind of starts to just snowball um as a part of that love it Alex thanks thanks for sharing I think some of those uh challenges that you mentioned there probably um you know are are are present at numerous different organizations uh here here on the line so um with that in mind want to think about um just a high level of the solution that you guys were able to identify and and maybe what it looked like like what what was the solution what were some of those critical use cases and um yeah we'll we'll start there how's that yeah yeah that works uh so there was really the initial kind of focus was around the employee relations and and case management so they they had very spok very kind of focused set of criteria they wanted to accomplish as quickly as possible um so from an employee relation standpoint I have highlighted in there you know there's an emphasis on allegations but we're also doing family medical leave we were doing Unemployment uh grievances of of many different types information requests thirdparty appeals so there was a kind of a laundry list of different types of cases that they wanted to make sure that they they could provide to the employees as quickly as possible and they kind of views that based off of what are the commonalities that they see across across the employees base and so they started with that kind of core set to make sure that they were uh moving in the right direction um we also implemented the skill intelligence and the hiring course feature so it was a lot of um making sure that you know uh information's getting routed to the right places and that uh as a part of the hiring process were uh interacting with the cases in the right way and those types of things the biggest poll in the tent though a lot of that's pretty I mean we're talking about and out of the box capability um and actually I'm going to skip down real fast and I'm going to go back to the third bullet so the employee Center Pro and manager Hub um really that was around creating a great user experience upfront easy for both the employee to get the information the service requests that they needed but also for the managers to be able to you know make sure they were taking care of their employees making sure that the agents were uh were able to assist in the right ways and that was all centered around a UI I mean because really the out of the box comes with a lot of great functionality and features this was just kind of making it very clean for that that employee set and kind of the things that they cared about the longest poll in the 10 going back to that third bullet was actually the Integrations which is not uncommon you know most of these things are very out of the box it's configuring just to make sure approvals happen and and things are routed in the right way the HR Connect and USA Staffing were the long Poes in the tent those those took the longest we were it was about a three-month project so honestly all of this wasn't that long that was that was the part that really kind of took took the most out of it and it was a lot of not on the on the service now end it was working with USA Staffing HR Connect to get those Integrations kind of cleaned up and tied in together because it's not I mean that you talk with most federal agencies that is the hardest one of the hardest systems to integrate with um so that was that was a kind of a big uh a big lift and a big win for the for the team and for the uh customer Alex I uh we got a question to to that point on integration from Jason in the audience he asked can you talk more about how you integrated HR Connect and USA Staffing data and what data were you able to pull and use yeah so um we did h a push and a pull so we pushed uh recruiting information to establish that recruiting uh um uh what are we calling it sorry I'm I'm just drawing a blank there but the the PO the posting on USA sapping and um no this is a direct through API integration I see RPA in there um we could talk offline about that but no in this case we were able to use just the API Integrations there and then it was a pull back as the state changed through the USA Staffing posting as things happened that information came back into the recruiting case in service now to update things trigger additional workflows and tasks so what's really cool about that is you talk about kind of a very static system and there's a lot of those out there that are just like offer and federal agencies do it private private sector customers do it where they have these systems that are kind of big and beefy but they're not a system of action it's more of a system of information it's the source of Truth for a lot of that data but you can't do anything with it and so think of just being able to all right as this stage happens what are the things that we need to take care of that we can't track in USA Staffing we can't create those activities you can do that in the back end just by having the the trigger be that that uh API feed back into service now to go okay now here's the next set of steps that we need to do to to move uh move the needle that kind of answer a question close I think I I I I I heard I heard a solid answer there I'm excited I think people are going to see a little bit of it when we get into the demo part okay but we got another question from John Bates and Shane maybe I could tee this one up for you um so on the defense side many Department level applications and data sources will not allow API connections from systems that are not systems of record our service now addressed this in other cases so to put it another way between uh and Alex if in lie of an API are there other ways you can get data from those third party systems of record yeah there's a lot of ways uh you know in our own instance there's times where we do uh I I I create uh chaos for my own developers and we do manual polls in some cases and we have catalog items that trigger the import uh the whole import process and we kind of have a clean system for that so worst case scenario that's like you know that's the fallback plan um RPA is a really clean solution for that there are treasury owned systems that um external agencies can't interact with and uh clients have used RPA as a means to scrap data you know data scrape from those systems of record to manage the things and to automate the things on their own service now and so RPA is a great one when you don't have when you can't do a straight line integration there those to me are the two most common ones is like you're either doing a manual export and import or you're or you're creating RPA as a part of that yeah and and to Alex's point we speaking to all capabilities within service now so RPA being robotic process automation that's where essentially you have a bot that's going to do all that tedious manual entry for you when it doesn't have an API to make that connection or to Alex's point right setting up those procedures to make sure that you're importing those files in whatever format right that you need to from that external system service now we have a lot of capabilities and ways to ensure that we're meeting you essentially halfway the very least for even systems that don't have an API there's a few others too I won't go in the rabbit hole but yeah there's a lot of ways to kind of get the data where you need it to go I think that's that's maybe the topic for the next next next dech exactly but hey great great questions we we really appreciate the uh the collaboration there yeah yeah and and ultimately right when we're talking about all these uh Solutions right I'm seeing a lot of out- of the boox capabilities employee Center Pro manager Hub play relations all those case management capabilities while also making sure you're meeting those requirements so Alex as a as someone who you know in a past life was an implementer of these types of solutions how did you get there right how did you work with your customer with your client to make sure that you understood what they needed and made sure that the outcome of what they got was going to meet the vision and meet those customer objectives they had I think that's the key to it all a lot of times not a lot of times but people often kind of focus on the technology first and we tried to steer them to a different approach it was really focusing on uh on the outcomes that we're looking for and that starts with building the conops the concept of operations how are we harmonizing uh what the department delivers to its customers the mission values and making sure that the architecture of a holistic solution fits the operating model of what that agency does so you have to start with the big picture first and then you drill down into the details um and then we with this with this customer in particular because they were focused on the shared services model that was kind of the next step down as we got more into the operational from strategic down into operational we talked about all right what is a what is a shared services model really look like operationally how do they do that so that the technology best supports them if we just went and go all right we're going to start building services and and putting it on the on the employee Center have we really solved the problem so it really is kind of that that wide to narrow Focus um and then you know constant collaboration and I'll talk about this as a part of best practices towards the end but you know shaping that environment to through a very common and collaborative experience for a lot of different stakeholders the there's an organizational change management component to all of this that people need to be aware of and it's easier to include people it's also like there's a balance to that too at some point you just got to kind of you got to say yes we're doing this this is the direction you need that decision maker but you need to have collaboration you need to have people who who at least feel their voice was heard and those types of things so we did a lot of collaboration and communication but without uh risking speed there is an element you kind of have to balance those two and then lastly focusing on outcomes not outputs um the the hardest thing for a very Tech smart client is not telling a partner how to do it and instead they should be focusing on this is what the outcome needs to be I think too often people will try to customize you know we talk about customization of an out of the box solution because they go well this is how we've always done it this is this is and it's like yes because you didn't have the technology to support you so instead let's focus on the outcome you want and let's let the technology will Design the technology in a way using those out of the box features to get you where you want to be and it's going to be a lot faster easier and better for you and so I think those are kind of the four commonalities or that's kind of how we approach this individual project but this is pretty pretty common across all of our our programs awesome well said Alex so hey before we get into the demonstration uh we'd love to do a quick pull of the audience here and I see that we've got about 80 people joining us today I'd love to see participation in this poll hit 50% so um thanks in advance for your input the question is how many different HR Systems Support your Workforce today one to four 5 to 8 9 to 12 or 13 or more while we're waiting on responses to come in I'll share a little little anecdote from a service now perspective as a service now employee we use service now for um for ourselves for everything and we have a ton of HR systems of record it systems of record facility systems of record in the back end that the IT department manages somewhere but from an employee perspective from that experience I essentially just interact with the service now portal and whatever my request is it's going to be routed to the right system of record uh where I never even really need to engage engage with that system so so if I had to answer I would answer with a question I'm not sure how many systems there are out there because it's a sort of One-Stop shop experience from a software perspective the concept of multiple systems across that employee life cycle and then leveraging a platform to kind of sit on top to uh to provide people with a more Consolidated One-Stop shop experience is exactly what uh Alex is going to be sharing here from a a demon demonstration perspective so with that in mind I'm going to queue it up for you Alex if you don't mind just to share the high level of the story that Alex is going to be taking us on today for the next who knows maybe 20 25 minutes depending on how many questions come in we're going to start with that employee experience and it's going to be an employee looking to service from the Enterprise um they're going to drill through some self-service features and eventually that employee is going to take action um and this particular case that action is going to be a manager trying to initiate a recruitment process to fill a new higher uh new new position from there that manager is going to get some um visibility into the onboard workflow and then we're going to look at an HR business partner HR specialist's view of actually processing some of those onboarding activities throughout that that employee Journey we're going to tie it all together with a more senior level HR view uh of reporting in dashboards that gives stakeholders visibility into all of the transactions across the employee life cycle across their Workforce in a in a real-time dashboard so with that in mind Alex I will uh turn it over to you for the screen share sir awesome I am oh I need you to kill the share before I can you got it giving me the uh warning here all right let me pull it up and so I will do just a quick disclaimer um we talked about one of our our federal agency customers and this is a replica this is not the real instance uh I may have been able to do it if Matt you know gave me just a a little you know a little bit more lead time but interestingly enough uh we actually used this as a proof of concept for them originally in the mockup of a lot of different of the features in fact they actually uh this was uh right when I was kind of first joining ICF they actually asked us to use this to demonstrate to one of those sub agencies that they were trying to have become a part of their shared services they're like hey we like this can you just show can you show them what what you have in the demo instance and uh so we still kind of use this as a as a uh a proof of concept and and kind of show what the team has really built the USA Staffing integration is not a part of this demo instance unfortunately uh that you we didn't Port all of that over but um it will hopefully give you some good Intel and so what you're looking at here we talk about the unified employee experience and so I gotta hide everybody here for a second because I can't click on everything I need to um so I'm logged in as myself this could be any employee and you're going to get a very uh a similar but a unique experience for you it really depends a lot of this is uh role based access control and and userdefined criteria that determine what information is uh is shared with you and how is it shared but there's some commonalities that you're typically going to get across the top here you can see I've got my profile well I can impersonate because I'm a system administrator on this system but uh you'd be able to check in and kind of change some of your core information update things as you need to interestingly enough you can have that integrate with something like active directory or whatever your ldap is and feed that information back down so really cool to just be able to kind of update one spot and it can spread to the rest of the it ecosystem um for an employee I get to see what my action plans are have I set goals what are those Milestones I'm trying to achieve I can go to my if I'm a manager which in this case I'm I'm set up as one I can go ahead and take a look at my uh at my team at how they're growing and the direction they're going all those types of things Journeys as a part we'll talk about in a little bit more detail but you can set up Journeys for pretty much any employee life cycle event and uh and career growth and opportunities for myself for my team where am I looking to go for the future so very personalized to me single Point uh here I've got my favorites which is really just around um you know things within service catalog items knowledge based articles things that I commonly need to refer to maybe you know I know that my team always asks about the holiday schedule or I have I have actually uh direct reports who live down in Puerto Rico so I got to tag what is their holiday schedule because I can never keep it straight you know so we get to add those favorites from a my request perspective this is where you get to keep tabs on on the things that you've requested over time so no more blackbox about hey I submitted a request I emailed somebody no it's all managed through here I'm sending a request in and I can click on it and I can see where it is in the process and depending on how the configuration is set up you can give them a lot of detail and make sure that the employee feels like they know where their request is throughout the entire process a big component to kind of digital transformation is giving transparency to where things are in the process it's going to make the HR agents better it's going to give comfort for the HR managers and the and the chro who have to make sure that things are moving in the right direction comically enough you'll see how bad uh my make believe HR team is doing right now uh when you see some of the data on the back end but uh and then my tasks do I have things that I need to take action on so that I'm taking care of things that people expect me to you know hold accountable is somebody requesting leave to to Matt's point when I was at service now you know something like my uh expense report even though it was a different system that data was shared into service now so my manager would just go in and on his mobile device on service now on the mobile app would click hey my task I look through Alex's expense report I can approve or deny um you know as CC's fit so all really useful stuff right there then as we trickle down so that's kind of very personalized to me um the other person personalizations and we can see task and requests are down here as well the um the carousel here can also be configured to show different information for um different people as well and so this is around announcements this is getting out common information you know maybe we have a new chro and we want to promote that person we want to highlight you know the direction we're going maybe there's a big uh event coming on so it's a whole bunch of different things that you can make sure are are promoted are announced throughout the around the uh employee experience down here on the leth hand side we start to get into those service oriented design so in this case we have a few different types of services we have our HR Services broken down into what we call different categories so we have pay in time we've got our benefits our Career Development Talent Acquisitions which we'll dive a little bit deeper into and then a series of important links and things that can get us to where we think we might need to go just to get some more information we also have again to that single uh single landscape this isn't just an HR Service uh HR System this is a platform for digital action so we have the ability to order different IT services and request things we have uh if you have a citizen development initiative we can apply for citizen development and uh do that thing funny enough I actually did that when I was at service now um so it's a it's a really great use case we have new centers and uh no news to display here and then we also have from a manager experience we can start to see uh different things around our our uh the things that we need to have at our fingertips as managers so I'm going to go back to uh the homepage here real fast and so scrolling down after the carousel loads an important thing sometimes people don't know where they need to go they maybe it's maybe it doesn't make a ton of sense maybe they they're not looking for they're not seeing what they need to look for although there's the browse all option down here um we can type in here and we can say medical benefits and we can start to see different catalog items and knowledge-based articles that help us get information in a single stop so I don't necessarily have to know exactly what I'm looking for but if I type in generalities I can come across oh I did I wanted to submit an inquiry in how I enroll for medical benefits and those types of things so lots of great search features in here and this can be extended in a lot of different ways across the platform we do um project management on on the platform as well so people can actually search and see uh where status is on projects and things like that so totally totally interesting and useful ways different popular topics that come across you know these these get added and updated as kind of things get activated across the employees so this is an ever changing sort of uh widget and you will you basically kind of get to see where where people's activities are focused we have cool introductory video videos here embedded right in so gives people the opportunity if there's you know an announcement from this you know from uh the CEO or you know the the uh you know senior leadership they get to post those videos maybe it's an all hands announcement those types of things we have our different application setup so this is not the only system we have recommended apps down here we also have some of the recent ones that I've highlighted so Fidelity so I know where my investments are I like to learn so I want to make sure I'm uh you know keeping tabs on my LinkedIn learning Outlook and then my pay uh pay side of things from ADP so all all useful stuff single single interface lastly I'm going to go over here to upcoming events events so the ability to highlight have people register add them to their calendar so that you know they're they're a part of the a part of the journey if you have even something as simple as a holiday coming up people can add it to their calendar and know about it right then and there so uh Matt do we have any questions on the on the chat or anything I need to talk about here no questions at the moment Alex so maybe we could shift over to that recruitment action what do you think yeah so uh I am a I'm a manager I have a vacancy that just popped up or is coming uh down the pike and I know that I'm going to need to uh recruit somebody new hire somebody so I'm going to go ahead and take a look at what a recruitment things now in the solution that we provided to our client they actually asked for two different things which was requesting a position description and then initiating classification and classification is sort of that recruitment action um for me and how I would design it this is just you know everybody's personal preference I would incorporate the two um you know and actually even service now and uh We've we've developed our own kind of enhancements to it but uh there's ways to kind of have this be a part of a job uh job profile so that people don't have to ask for like position descriptions it's already part of the data model so there's lots of ways and it's kind of that craww walk run approach um so we're going to go ahead head and initiate a classification we're going to request a hiring action so you might see a lot of this may become very familiar I'm not going to dig into all the data elements of it but I am going to make sure that we establish um that all the required information so uh position title I'm going to say I need a new hiring manager maybe the old one is leaving um this is going to be open for uh I'm going to open it for myself however you can have it opened up for whoever and we're going to bypass some of this HR specialist phone number we're going to just put in a very vanilla one here and we're going to say the HR specialist is Abe the requesting office is appeals and we are opened for um Ace as well and I think that takes care of oh travel required so the nice thing is here this also tells me when we have a big form like this and sometimes the forms do get complex and that's a design Choice more than anything else um we get to see real fast oh I'm missing a required piece of information obviously also highlighted here with the red asterisk but makes it easy to kind of identify cool I've fulfilled all the needs but this is actually a lot of the data that people are looking for when there are are recruiting managers are looking for when they're trying to trying to find the right person so this is just the ability there we actually have the same capability that we're releasing uh internally to uh help with our service now recruiting and those types of things because uh I was frankly tired of manual kind of swivel chair and not having good visibility into it so we're gonna go ahead and submit that request so Alex as that's question you know you're touching on those right points right what do those folks getting these requests in need what's the information for that I'm also seeing Federal specific data on here How would how did you kind of get that in there what was the approach there of getting because that's tends to be a lot when it comes to HR recruitment you know OPM related data how'd you get all that in there how'd you do it yeah so great question um what's really cool about service now is they're always evolving and one of the capabilities that they've come out with from the employee workflow side the house is a federal set of tables so anybody that's sort of familiar with service now and the HR of companies of of private companies in the HR of federal space Federal just has a ton more data they it's a lot more complex OPM adds layers of complexity so what service now did is added a plug-in basically to extend core HR to add to add that functionality add those data elements so what that means is you're not creating Uh custom tables you're not eating into your custom some table count you're able to align with OPM standards so the other thing that so then when you're talking about Integrations into USA Staffing and other other types of HR programs of record you're you're feeding all of that right information into the right spots you're not manually creating it or custom creating it so that's what we really try to leverage in these use cases because it's it's already EX in existence it doesn't incur any additional costs it's just a real clean uh nice way to do it the other thing that I like about it too and this is because service now when we talk about out of the box the functionality a lot of the features what allow us to accelerate delivery are the fact that we're just fine-tuning something that's already created I I equated to we're building a digital house the uh the architecture is already there the you know the design of the house is there what we're going in and doing is you know somebody wants to change the color of the walls somebody wants different uh hand you know door knob handles it's those types of things sometimes they get more complex but a lot of times with these HR implementations you know sticking with out of the boxes is relatively easy and straightforward and with the federal table data model too what's nice is that you can also see the gaps in your data when you start to use something that's out of the box that's designed for OPM standards and all of a sudden you see hey there's just consistently this one data element that we're missing now you can look at your data architecture and go okay this is where we should be capturing it and we're not so let's let's tweak that thing let's make sure that that system of record is supporting our larger business needs that that kind of help answer the question yeah no absolutely and that's great to hear too so it sounds like you're able to get pair a lot of that up to this recruitment workflow that we're seeing here yep exactly um I'm not going to go too in depth on this page so what I've just done is I've submitted the recruitment request and basically the is kicking off a life cycle event in the back end and as I mentioned earlier a life cycle event can be literally built for anything that an employee might experience it could be taking a leave of absence it could be you know from a military standpoint I could be uh getting ready for a deployment it really can be just about you know somebody going on Tad you could set those up for almost anything and so what this is doing is kicking off an uh a series of activities that make sense and make sure that all the actions are happening that need to in order for uh that life cycle event to close so in this case making sure that we go through the recruitment process um so not going to go too much into detail on this side because I'm going to show sort of now what it looks like of handling so this comes over as a case so an HR agent a hiring manager um whoever you want may have activities associated with this and this is just a common view and this is from the request Viewpoint to see hey what needs to happen what's left to happen and so in this case we've done a lot of things have already happened there's just a few cleanup items um any questions on that Alex not a question but just a little extra color commentary if you wereing at that previous screen there you can see you've got some activities like classification maybe even recruitment depending on how that's to find that may happen before something goes to USA Staffing or whatever their Federal applicant tracking system you're using yeah on the tail end of that you've got activities you know let's say new higher on boarding or getting ready for day one that also may be outside of the scope of what you'd find in something like USA Staffing right so when we talk about that endtoend life cycle for hiring um what you've done is you've put a little bit of workflow on the front end a little bit of workflow on the back end you're still using that best of best of breed Federal applicant tracking system but by pulling that data from USA Staffing like you mentioned a little bit before you can really get a holistic view of that endtoend process and timeline from the time that it's initiated to the time that you get somebody in the door yep and and what's really cool about it too is so something like onboarding a new hire uh it's not a simple single checkbox never is uh you know if anybody's been in military service you get handed a checklist and you walk around and people sign it and you don't know what they're doing well imagine just translating that into an employee life cycle event so you can have sub events you can have things kick off other other workflows so now that onboarding new hire yeah there's a single kind of check item but there's a bunch of lists under it that go all right we need to have you know these activities some of them take place sequentially some T take place in parallel so the entire process starts to get automated and then you think about well what does that really mean it means faster time to onboarding it means that let's say you really want to make sure somebody understands gets a briefing from the CEO or you know from a from a senior leader in the organization well that can just be videotaped and they can put it in there and then you can have more personalized experiences once they're on board but the key messages can already be delivered ahead of time so it just speeds up the process and the idea is getting people faster to being re being being work ready as quickly as possible once they're uh once their boots are on the deck with the company or the organization how am I doing on time I want to be cognizant of all this uh we've got 13 minutes left so let's yeah let's rock and roll okay cool I will speed things up a little bit um so we're g to get to what we call now the agent workspace so uh a workspace there's a bunch of them you can create your own there's a lot of different ways to do it this is an HR agent workspace and what this allows is as now I'm pretending to be an HR agent uh I can sort of navigate if anybody's working with service now or other platforms you know the list views and everything can get a little bit cumbersome so service now designed these uh configurable workspaces so that all the work I need to do is is is kind of one click away so I walk in I click on the workspace and this is kind of my homepage where I can start to see and I joked earlier about the state of my HR uh HR business right now I've got 36 you know cases at risk for SLA breach I've got 14 high priority I've got of those 36 I've got 37 open so the team needs to kind of clean up some work here but it's a way to start to see things uh and and this is totally configurable you can change it up uh we use several different ones uh in our own business and so it's just a really clean way to kind of get to the things the high level things that you need to now um I'm going to pretend like all right we've we've I'm an HR agent I see where things are and I'm I have a Cas that I need to work on so I'm opening up this onboarding case for Susan Taylor and uh you can see that this is assigned to me and it the workspace now gives me a ton of information it can have HR tasks associated with it maybe emergency contacts for Susan Taylor uh additional cases that are opened interactions which are like telephone calls you can log all of those different types of phone calls emails text messages meetings you know uh task slas a bunch of bu of other things it gives you kind of that centralized overview of managing this effort for Susan on behalf of Susan so it really allows you to kind of kind of stay in one spot and be able to to help the employee out as quickly as possible um so a lot of data here just to kind of help me manage it you can also see that I've got an ability to chat and communicate um additionally I want you to note up here here there's the little St in a circle so Susan Taylor is actually on here looking at this same case right now so she's getting on boarded and she is curious about you know what is the state you know so she's from her version of the employee Center able to access and look into her own case that's opened up for her which again creating that sense of transparency that that sense of uh community and belonging which is really great to have from from the case though there is an important aspect here so there's comments and then there's work notes so let's say that I have additional you know collaborators maybe Abe is on here because we identified him as one of our uh agents earlier you know I can I can create workn notes that then stay private to the agents that are supporting that so you can see here you know Clos notes updated we're assigning new buddy all of these things are running in the background so Susan can't see those and including Gail Gail's not going to be able to see of those because those are kind of external we're we're keeping this to the HR business partners so that they can collaborate and communicate without creating a lot of noise on the front end for the you know quote unquote End customer but then the comments themselves can be something uh that's across the board it allows us to engage through a single common framework with uh the requester with Susan so you can see here you know Gail had messaged me earlier you know saying you know asking if she needed anything oh and it looks like there we go Susan just commented in hey Alex I did have a quick question would you be able to help me understand the vision benefits and how to enroll in them so interestingly enough aside from all this great information I have on the employee on the right hand side here I can go down a level to agent assist so this is a great place for me to find information that I need to Best close the resolution of this case so she uh SU going to ask about vision benefits so I'm just going to type in Vision here and I'm going to see a whole bunch of different stuff and I'll See Vision Benefits enrollment enrollment the enrollment form enrollment instructions which a knowledge based article oh vision benefits details and policy so I'm gonna go ahead and attach this I'm GNA say uh hey Susan here is some great info for you and I'm going to attach the article so boom right then and there I don't have to create an email I don't have to go try and find something on a share drive it's all at the touch of my fingertips allows me to send the resolution over to her and boom look she's responding back she's happy with it I've uh I've I've solved a problem makes me uh much more efficient and makes Susan feel like she's a part of something um any questions around all of that trying to speed up things here anything you want me to highlight that yeah your spot on Alex Let's uh let's rock and roll okay cool last little bit it is always important we talk about data driven decisions we talk about the ability to understand what's going on in our business so there is also I can go down here I'm not going to click on it because it's just going to take me back and forth but uh there's the analytics Center so I've previously clicked on that there is a series of dashboards that I can choose from a whole bunch of different ones I have the manager dashboard opened here which shows us uh uh analytics so this actually gives me data over time which is really uh Predictive Analytics which is really cool to see okay what are we going to look like what's our trending going to be in the future based off of the of the previous state so again I can drill down into all this data I it's not like it's just a static you know screenshot um I'm not going to go into it just because it'll take me away from everything but um I can see case assignments by group group you know where are we where are we focusing our attention and by categories here so we can see across the whole where are we spending most of our time maybe we need to beef up something there maybe we need to understand why are there so many benefits cases being open you know maybe it's that enrollment time of the year and so we expect that it allows us to better plan our work and also make sure that we're resolving the right things in the right way and this was what was important for me even on the it side is like being able to see what where can I create a efficiencies in that and so that's what this data is really around helping make decisions on and also hold our teams accountable um to be able to see all that stuff and then we can see you know cases cases open today 2500 uh we've got our work cut out for us here and some of the highlighted ones some of the most recent ones that we have going on but there's a bunch of different dashboards that come out of the box uh Predictive Analytics is is phenomenally helpful in just seeing things over the course of time and it helps you understand what your Roi has been where are we investing you know because that's always an important aspect of all of our customers I've spent money on this how is it making me better and you can start to see uh start to see those uh changes in time any questions sorry I try to speed it up there Alex no worries we'll save the questions for the end I know you have a couple of implementation best practices to share so if you could um stop sharing screen I'll go ahead and share my slide and then we'll try to leave two minutes at the end here for uh for any outstanding questions you let an aviator talk and we're just going to get long-winded man I tell you all right um so this is through my years of experience observations this is something that we try to try to hold deer at ICF as well but this is just generally across the board what are some best practices um and some things that I just recommend everybody there's a three-legged stool I used to have a client that said Alex I promise to uh underreact if you promise to overc communicate I still take that to heart every day I think it's really really important to have communication don't bring me bad news late bring me bad news early let us make decisions in a timely manner um let's about things that may not be a big issue okay that's fine but let's let's bring all the risks all the issues to the table and when I talk about the three-legged stool it's around service now the partner and the customer all three together at the table at the same time when somebody's excluded when um there's a a twood direction you know two- directional conversation and the third one's left out it breaks down it breaks down the team mentality I will tell you nobody cares more about the client success than service now and the partner we want that we want that implementation to be successful it's a team effort um so bring everybody together be that glue that makes sure that um we're cohesive we understand the plan we're executing to it we're supporting each other because everybody wants you to win um a road map to transparency you would be surprised how many clients don't own their own road map um our our kind of uh key element and kind of push is for it it's a it's a three-legged effort but it really needs to be owned by the client that's their it's their baby we're helping them along that Journey but having a road map so that you can see I I I prefer threee road maps even though the the two and three year out might be a bit fuzzy put it in there if you have ideas make sure it's in there and so that you can see where are we why are we delayed why are we ahead um you know I want this new thing what has to you know the puts and takes and all of that so having a road map a product road map really helps with that uiux and and organizational change management right from the get-go waiting till the end to to do those things is only going to hurt it in the long run everybody wants a great employee experience a user experience design it from the get-go have your ocm plan in place from the get-go and that way your adoption is going to go way easier and that's always something that we're really looking for um prepare for the shift from Custom app to out of the box so you know there's going to be times where people are going to develop something that maybe service now hasn't yet and or maybe they develop something that they're not uh they haven't bought licenses for yet be prepared for that shift be prepared set yourself up and that's where architecture really plays a key role planning for the future having that road map will help Drive these things but just be prepared for it and the case of like uh our client that we talked about today you know service now is coming out with Talent acquisition so luckily the things that we've designed blend very nicely together with that future capability um and we're planning for it now even though it's not you know you know it's uh it's not out and and available yet we're kind of making sure that we're we're prepping for that for the future and then uh leverage OPM Federal data model there data is key data is King use the things that are there to help make it better and easier for you as a Federal customer love it Alex thanks for sharing those so hey I we're out of time for the Q&A unfortunately but I thought we had some great engagement throughout the session um just as next steps on this slide we'll share this out after the session but you've got my information you've got Alex's information and everyone on this call within a federal organization has an employee workflows service now specialist dedicated to you guys so feel free to reach out to your service now tech technical experts or myself uh Shameless plug this summer and fall we're going to be hosting a series of events uh in person throughout the United States focused on talent development and employee experience we're also going to be lining up another series of tech talks and workshops in the DMV area this fall all focused on similar content um hoping to get folks uh like yourselves and your peers um excited for and uh uh uh proficient in a lot of the capabilities that we reviewed today so with that in mind a sincere thank you to everyone for joining we really appreciate your time today and hope you have a great afternoon Alex Ben thanks for jumping in on such short notice to uh to share a great presentation with us we really appreciate your your support here thanks to the kerasoft team and uh we hope to see you all soon take care everyone