good morning everybody Welcome to uh this week's episode of the Digital Services Forum today we're going to talk about digital product factories with Automation and actually what that is some of you have seen it over the years I've did some early versions of this a while back but it's something we've been working on quite a bit so I have a a lot of people that have been helping me along with it and um I wanted to show it today and talk to you about some next steps I know there's a lot of people on here for the first time I saw some invites that were forwarded amongst you if it is your first time today make sure that you go ahead and use our chat we like to go ahead and and have an active chat among members and a lot of times people tell me on these meetings that there's these sidebars that they have because they made contacts during the meetings so definitely use the opportunity to chat it up with the different Forum members and uh and make sure you introduce yourself it's if it's your first time especially right and welcome if it is your first time I want to jump right into the agenda because we have a lot to cover today I want to talk about the the problem statement for digital factories so that everybody understands you know why are we doing it and what does it actually cover I'm going to go through a walkthr more of a a walkthr we go through a um conceptual walk through and then we'll go into live demo we'll actually build a digital product on our Forum instance so that this way for those of you don't know we have an instance that we all share amongst ourselves and on that instance is where I'm going to do this demo from so if there's some things that you want to go back and look at you'll have admin access to that instance to go back and look at them so I do open that up for uh for General use and I did clone it last night so if there's any anybody if there's a lot of people on there I'm able to go back and use that clone okay there's some AI opportunities in here so the factory right now is using mostly automation through workflows but I'm going to speak specifically on the sections about where we're going to bring in AI as part of this and um I'll give you you know some takeaways there is basically the slides that you'll be able to speak to uh for that AIP I'm not going to demonstrate that as part of the live demo today but possibly on a on a sub quent demo we'll be able to to show you those pieces and then I'll talk about how you can get involved so what what are the different things on the form we always like to share something it might just be a PowerPoint it might be the PowerPoint and some code it might be the demo that you're going to see on the instance we try to share as much as we can so that we're we're able to take advantage of other bodies of work so that's what I want to do today is share the work that I've done so far on the digital Factory okay so I borrowed this this value stream to start defining our problem and uh this is a value stream from the business architecture Guild and it's just a a highlevel way to start looking at what does it take to deploy a service so my use case today is going to be specific to government but it's a I'm going to stick to the broader Concepts until we get down to the use cases and then I'll actually drop into government but when you're starting to design a new service right you have to conceptu ize the service then you're going to design and create it right all the way through to when you're saying the service is live in production what are we doing to improve that service ongoing so we started to ask questions on this like why does it take so long to get these things going and in each domain we had a different set of questions like how do you do conceptualization today do we do a thousand emails which is most of the time the case and then we do some storyboarding and demands and Design right so we try to get a concept of how long it takes here um you know how do you express and it was all over the board with those and then we ask different questions through the different areas right so I'm not going to go into the details on our value stream analysis but what we really looked at here is where is it getting stuck why does it take so long in some government agencies that we spoke to it takes up to a year to to even get something started right so it's a lot of back and forth and what are we doing and how are we doing it I was going to put a questionnaire up today and I didn't do it but if you look at that value stream and you say where where does it take us the longest like where do we get stuck that um a lot of the focus that we jump to in service now it seems to be out here like how do we release this thing how do we how do we create the demand for it right how do we how do we create that pipeline of needs to be done and what we did as we went through we noticed a lot of people are getting stuck back here they're getting stuck in conceptualizing the service how long do we talk about it before I can get into design and create so this is the big hump right here once they get that demand in and they actually say we're going to put people on it and start working on the Demand right we're we're spending money now because we're investing at least in in the the ROM sizing of the demand that that part isn't as long as this part that part where we're thinking about and how do we do it and what do we do and can we get money for it so we're doing in the factory right so we're looking we looked at why does it take so long and where they got stuck like I said was in that beginning phase here so again I'm in the government domain and this is not a big survey I did this is just me talking to a lot of other Architects and developers in government over the last five years it's not so six to n months isn't like a gner number or anything like that I'll just put that out there but that's usually what I hear is we have to talk about it for a long time and we have a lot of email back and forth so what I'm looking to do is take that chunk and that's where the factory really focuses so if we look at the digital product Factory for government we started with some principles what do we want to do with it so in the architecture piece we the value stream and then we we said okay let's have some principles for a for a little project that we're doing so I'm thinking about people and agencies that are running programs because this is government but if you're in a in another company or you're in school think about like in universities maybe think about a research Department that's spinning up a new research program or if you're in other companies right think about a department that's spinning up a new program and what we're really who we're really looking at here is the analysts and the program managers so how do we get them to participate in their own prototype is what we're looking at at the beginning so these aren't developers these are people that are coming in from those other areas there's a central it component so there's a a component to this where there's a central entity that usually it's going to be the part that owns service now right where they're able to come those people from the agencies are able to come to us and ask for a prototype like they're able to ask for help I need help with a license or permit in government or I need help with a social program or I need help with a grant right so there's certain things like that that are standard across government or across health care or manufacturing or whatever it is right there's a lot of these patterns that are repeatable so the product has to be accessible by developers and Architects so we're going to give that prototype to analysts and the agencies and program manag ERS we want development to be able to come in and Architects to be able to come in and see what's going on or participate in that prototype so that's another part we we considered there is that you know how does this thing get carried into production right we don't let everybody plan their little sandbox and just push at the prod but there might be interactions between like professional procode developers that are in there and helping along the way so we want to make sure that this is a package product so that any work that's being done either by the analysts in the agency or the program managers or the developers or The Architects we want to make sure that that stays packaged besides automating the devb and making sure that all the code pieces in the factory are are cohesive we also want to make sure that the architecture part is cohesive so as we're going that architecture component we don't want to say okay this thing's ready uh or how do we architector we don't want to have to architect it beforehand we want to make sure that the architecture is moving along with the development of the code and the rest of the product and then finally number six we want to make sure because a lot of times when we give access and we let the agency participate in that prototype right that department that the people that aren't developers can do certain things we don't want them to lose control afterwards like a lot of times Dev will take it over and say okay thanks for the work you did now it's ours and we'll run with it we want to make sure that that agency can go back in even after it's live in production and they can make tweaks on their own product so if I need to change a form if I need to change a little approval flow if I need to change a title I should be able to do that as that analyst or the program manager so basically the goal the factory is to take that first part that we had in the beginning that takes six to nine months and in 15 minutes create that prototype right so I don't know if percentage wise I didn't want to throw it up there because it sounds silly but we're we're we're looking to take a six to n month Pro process right and drop it into 15 minutes so this way those hundreds of emails and everything that goes around and the documents that are printed all that effort of talking about things for six to nine months is dumped into the Prototype right that's what we're trying to get to is we're trying to channel that work to a new place that's more productive than Reams and reams of emails and documents okay at the end we want to make sure again just to call out this piece at the end we want to make sure that there is access for developers that aren't developers right for citizen developers we call them so in this case an analyst or a program manager or even it within the agency might be helping to work on that prototype right and do some of the basic parts of it right are there any questions uh Charles I don't know if you see any questions in the chat is there anything so far that's just conceptual getting a lot of comments about uh taking even up to two years um and then uh I see a good one it's not quite a question right but pros and cons right sometimes you need to really talk something out before you can start moving sometimes you need to get started to see the changes that are needed love it yeah so I'll definitely go back and look at those notes because any more of the validation I can get from John those are my comments and you know I could be a bit sarcastic and silly at times but yeah I mean it does take a long time in high ID that's my point so we have to create that sense of urgency yeah I'm dying to do the research use case in higher ed because I think there's a lot of the same things we do there for all those research projects all right the other part of this this too when we're in the factory right that one of the big things I didn't mention here is we want to be cognizant of the part that like service now is going to be part of these Services it's not going to be all of it so when we're talking about the bigger Services we would definitely have pieces we're service now like ezri is one I do a lot in government right we we're doing a permit well we need a map we need to know where that permit is we need a digital signature we need a provider for like docy sign right or or a payment Gateway there's always these things need to bolt on so from an architectural perspective we want to make as many of those things part of our of of our Factory as we can so people aren't shopping those themselves they're not saying oh I have another yet another um identity provider I have yet another map that I'm going to use right like introducing new things if we can prevent that so once we get our vendor we want to lock them in and make them part of our Factory all right so let's talk about the factory little corny animations I'm doing here I'm still working on it but in the beginning we're going to do it in intake um after that that intake is going to build our product it's going to use a template it's going to create this is a part the vendors told me takes a long time but creates the users which is basically saying I need a I need an end user I need an agent that's fulfilling the requests that are coming in but I also need that developer user so I need all those users and a lot of people say that that's where I get hung up I can't test the thing or I get into citizen development and it's so hard to configure the assignment group so what happens when when those things from our new product come in so there's request coming in from the outside in this case a citizen so what happens to those when they're done well it's assigned to a group okay so what I do is I create that group as part of the factory I'm going to create the cstm model the delivery model as well as the support model so there's different on the CSM side in this case we're using CSM as a part so there's a product model that we're creating right that product model has different pieces underneath it so all that stuff that typically has to be done by architecture we're we're getting the architecture started we're building out those models so that when we are ready to go to prod or we're ready to get help I just pass those models over that the factory Bill and then the Architects can build on those I'm going to make sure that I associate the users with the groups and with the models right so we're tying the models now into our workflows so all that wiring underneath that you always have to think about uh it's all done for you right it's this is introduced into the whole ecosystem it's not just a bunch of code right which you would get simply with a template right with you can make a template and do your code piece but this is considering that that whole working ecosystem that you need around a new product okay it's going to relate the models to the services in the new product so this is now the services underneath so in our case we're going to do a use case where we do a social program it's going to make sure that it renames all of the assets that are in our product so record producers for example it's renaming it so that it's our name in there and so a lot of the things that you would typically have to do we're doing as much of that as we can we're trying to get you like to go live you need to get 100% right 100% of what you need for the program what we're trying to do with automation is get you up to around 30 or 40% right now right and then we're keep bumping that up to where we can have a lot of the automation create most of the product for us and that's where AI is going to come in later at the end of this what I'm going to do is I'm going to send a very descriptive email to people that aren't developers so it's it's the analyst person that knows a little bit about service now they maybe had an introduction so they'll know what pieces are right we'll have to introduce them to this and I'll talk a little bit about the governance after so Brad doesn't slap my hand when we're done but uh just about how this like some ideas around governance for and then we're going to provide paths to to either one get help on my product or two how do I say this is now ready like I was able to do everything on the product so now I want to I want to give it to my development team or I want to give it to our partners who can finish this for me right there's certain things I couldn't do because maybe there's a really complex integration or maybe there's you know I'm I'm comfortable doing all my forms and taking it to a certain level but then I'm going to need professional help right I'm going to need the pros to come in and carry at The Last Mile for me so that's what the factory is is something that does these things now I'm going to get into a specific example um so I could take us through it but before I do that what we're doing right now for governance because a lot of people might say look I'm not going to let some analysts come in from another department and create a product in my Dev environment uh so what we did in the beginning is we have this delivery team so it's the product manager that's setting the packages like what am I letting people build and then how am I advertising those things in government grants for example right how am I advertising that Grant template or how am I advertising that that um social program template that I'm using so they're the ones that and if there's chargebacks right they would talk about the chargebacks and how much it would cost right so these are the people that are actually creating the products and they're not service Now Products right these are products that are used by your company or your state or your University right so this is this is a product manager that's needed to put all your vendors together and create those packages that are useful then there's the digital liaison so this is in government they call these digital Liaisons they call them solution Consultants they call them it Liaisons but these are the people that are out reaching out to the different areas out of central it and saying look what we got and then there's the Architects right making sure that all that design is in place and it's governed properly and then the developers so these are all the people that we typically get involved to make sure the packages go through so this digital liaison that's the person that would initiate the flow that's the person that would say that I have a good use case for one of the packages that the product manager created right so that's the person we're going to start our demo with today is that digital liaison and we're going to see if we can build a prototype in 15 minutes because that was our goal inside of our design any questions before we start there's not a question um it's at least looks more like a comment on Sam p and the product table uh does someone want to come off mute and ask John sure I can expand on it San Diego so now I realize everybody doesn't use sanp but there's 4 million products in sanp and these products could be used thatat as your digital products that you're selling or the customers otherwise consuming or they can underpin something else that you put together but I don't see a lot of emphasis on that I see this other direction of using you know the capabilities of service now to create whatever you want to create and sell or have the customer otherwise consume but it seems like to me there's this whole Foundation that's built in the platform from the particular product to the model or Discovery Model to the model to uh the csdm you know through the app through the device you know that the discovery instance gets to and it all interconnects but from what I hear you say John it doesn't seem like that Foundation or and I I would have to assume just if even if you don't use Sam P there's some kind of with just Sam alone the product Hardware or software in the platform itself that is not necessarily being leveraged the way you're uh discussing here and the way you discussed in the past so where's the disconnect in my mind or or is there a Gap uh now that you understand where my perspective is on what the building blocks of service now are so instead of having a software model or a a um a hardware model right or the application model what this is is a different types of models that we use so it's it's a different model category that we're building in the case today we're going to use a contract model right so it's basically a contract that we're creating so it's another product model uh but we're going to create like a a DHS service so Department of Human Services for those that don't know DHS but we could actually create like a license and permit and that might so that license and permit might create its own product model and what is the product model well the product model could be the program that's going to consume it so I'm creating a licensing and permitting program specifically for uh Department of Environmental Quality or building right building building permits right for people to come in so so I'm building my own product models here and then I am I'm defining the services in them as as as opposed to like a package model right that a vendor provides their product model comes in because they defined it for us so This Is Us building our own okay well service now is Custom Custom models right so I assume if you're building anything in the platform that is not part of the platform it's custom and the product catalog and the product models you're talking about and consistent with what you just said right there's hard Ware there's software there's service there's facility contract consumables bundles applications all those exist in service now yeah and you can go outside of that and create custom nothing wrong with that I suppose I'm just not sure like when you actually follow service now and the way it's been designed and constructed to leverage those existing types of models they have parts and pieces that are expecting to be connected con it right so that the the actual model itself that gets added is connected to this product the model is then connected whether it's software model Hardware model application model why don't you hold on a minute and then I'll build the model because that's going to be our first step and then we can talk about it where it is and see if uh it makes more sense perfect thank you so actually stay off mute L because I'm gonna use you as a guinea pig here so imagine yourself in a state government right and you you work for Department of Human Services and they do programs like supplemental nutrition assistance programs or rental assistance or right so that's what DHS does is they they help their their citizens okay so I'm thinking about a new program in in DHS I worked on one child welfare recently right so it's so there's a new program and um I am coming in so this my Gmail account will be the person in the agency that's not the developer right so what I'm doing now I'm at liaison talking to you Lou right who's the person in the program or creating the program and what is the program you're creating what is that social program so you're talking to me about yeah you wanted me to give you a name like Bugs Bunny yeah yeah Like Satellites so more of a social program because this is more of a DHS program that government would stand up so let's do like food assistance or sure okay okay so now um what I'm going to do is I'm going to go ahead and submit this all right and what it's doing on the back end now right is it's starting to turn the wheels on our it's starting to turn the wheels on our Factory right so we just did that first step right we I assisted Lou in getting those requirements in and then behind the scenes now it's running the workflows that are building the actual templates so behind the scenes uh we are going and put ah had one of these spun up we'll take a quick look at it but behind the scenes it's um it's going through those different stages in different ways to add the data to the tables including the product models which are the delivery side right what like what are we doing on the CSM but also the support models which is the csdm side and we'll take a look at those and so if we go inside flow designer here right this is mostly where all the automation takes place right and is going to be flow designer whether they're actions whether there are things happening on the client side in this case it's mostly flows and actions that are working to go ahead and and churn and create our digital product so what we'll see in here I'm going to just take you down underneath so you can see what's happening this typically is not what I'm going to show Lou right who is my my customer I'm not going to show them these pieces but on the operations piece what the flow is BAS doing is it's saying I want to go ahead and um build a new digital product right that's basically that step two after the intake and that's what our catalog kicked off and then I'm going to do different I'm going to use a template because I already know what a DHS program is then once that template's done I want to call back into that app that I built and rename everything so that it makes sense okay so what this did in the beginning the first thing I want to do is give somebody something that's useful right so so what I do is I send an email out and that email is going to explain to Lou right so I should have put Lou's uh hey Lou your your new digital product called food assistance is now ready so you can go use it well what is it what do you mean it's ready right so I can go in here and it says you know the digital product you ask for is ready you can access all of the things that are ready now so I can go here and I can access that but it says that to to access it you want to go ahead and behave right like a citizen so I'm going to give you a citizen account that you can use in order to try it out right so the first thing we want to do is what does this food assistance thing look like right so I can come in and try it out and I'm going to open a different browser just so we can see what that would look like uh so I'm going to log in is Derek and I am going to go in to that URL that I I gave in the email and then what it's going to do it's going to land us right in that new directory that I created for food assistance so pretty basic so far what it did is it it it created these record producers and then you'll see that it renamed all the record producers right so I have some familiarity but when I go and I want to apply for food assistance what it's asking me for now is um one it knows who Derek is right so it filled most of the form out but here's getting back to where you were talking about l so there's a product that I created called food assistance and then the service under the food assistance product that we're providing is apply for the food assistance benefit but I'm also assigning and I left these unhidden I wouldn't show these typically but I just left them for the demo today um I o know that at what what table did you put that in it's in the contract product model so this is in the contract product model table and it has an Associated service this is not csdm yet right so I created a corresponding csdm model which I'll show you next yeah but if you put it in the contract product model that's my point right that's food assistance is a contract model it's not a product in the product table well it's still that that contract product model extends the product table so it will be in that base table I think the the distinction here is this is a digital product in the it for it sense that that it's products and services that you're going to be offering to your internal and external customers that may or may not be built upon hardware and software products so what what I'm hearing you talk about Lois that the uh stamp that's a software product like acrobat or Oracle or service now um that sort of thing so it's a different type of product right yeah all right so this is not a a food assistance form right it's has Medicaid information on here but but the the idea is the template built a lot of this out so that you can you can get started with something that that's the idea of the template so I could submit that but it's not usually when you're doing one of these social programs right this is where I say you got to look for patterns and you got to think Beyond just the application uh because people are also going to come in when you run your program people are also going to come in and ask questions about the food assistance program so you want to have the ability to do that they're going to dispute a claim like hey Lou I'm not giving you food assistance or hey Charles I I'll put you as the citizen right Charles I'm not giving you food assistance and then you come back why not right so I need to be able to dispute it so some of the common things that are around that program when I would create that product food assistance it's not just the application there's other things that happen including the backend support right so so here is the end user you can do more with it I'm just going to do one today for our demo but the idea here is that I found a repeatable pattern in Social programs in government that I can carry people you know 20 30% whatever that number is of the way towards their towards having something right so they can you know they can see it actually working okay so the next part of the story is I want to become an agent right so so now instead of having that end user we want to say okay we submitted one of these food assistance forms and I I believe I submitted it and um now what we want to do is we want to go here and we want to go in as this food assistance agent that I created um inside of our user table right so I created that user I gave him a password and I want to be able to respond or start working on that application okay so I'm going to open up another browser that's for that user and U paste in my username that this person wasn't there before right because I created that with my template and this is one of the big things that vendors will tell me hey this takes we we put in a couple hours for this right so if I have these set up even when the vendor comes in so that they can start working on it I can give them this information like here's all my test users you're just chopping time off of what they you know that those mundan mundane tasks that they have to go through to make all that work ah I broke something here I know what happened here is I uh I have the space in there so I still have a little quirks in here so what I'm going to do is I'm going to show you this user um in in my workspace so typically what they would do is they would come in and now they would go into a workspace and what I did is I created that workspace experience so that user that I that didn't work for me in the demo uh they would typically come in and now they would be able to see all those applications coming in and all those questions coming in so what the factory did is uh is it built some directory structures so inside of our lists it added specific list for me so that I can see food assistance and um so if I see the food assistance applications that one that I just submitted as that user it came in and it actually assigned it to the food assistance agents uh assignment group right so that that user that I created in the email that I just messed up right because I'm now is my admin user they would get this on their front end they would say you have one case waiting for food assistance they would open up that case right and now instead of you know because they're trying it right away to see what do I need to change on this thing uh this is what the people in the food assistance the processors for the applications would actually see right so they would have a Playbook that walks them down how to fill out that form and I stubbed out a Playbook here so that we could see the beginning of it uh so I I need to say who do I want food assistance for um do you qualify based on our income requirements you might have to get some financial statements right so depending on what the program is these are hypothetical areas that you might have to add to the Playbook as we go down so you do certain things and as the agent I'm now walking this through the process to complete it right so I need to fill out all those things before this is done okay so it so it helps you it helps guide you along the way through one of these so that you can understand that experience on the back end just like you saw on the front end piece so that's a quick look at what we're doing the wiring there there would also be the cues coming in for the questions and the disputes right because that is other things that are in my pattern uh the next piece we want to look at here is on my email what I also did is I said hey that user uh that came in uh now I want to go in and I want to edit well actually before that let me show you the the support side so besides creating that program what I also did is I created a structure for support because that that product model and the services right those are services for the delivery s they're not the csdm model right but on on the this is now back in employee center right it's not this not the constituent anymore but this is on the employee Center the person those program managers that are running it they want to be able to log a problem against their services they created right so what they could do is they can come in here um into technology services I might have to do something real quick I think I got to log out and log back in for these directories on ESC what this does is it'll create a program support directory and all your programs will be under here right so if I come in and I want to see my food assistance program I created two two tickets right that can come in I can request an enhancement request so what this will do is this will put an enhancement request but what it's doing is putting an enhancement request against the food assistance business service so now this is the csdm model so I'm saying food assistance I want to go ahead and um add or change the application so that it applies to food assistance right and usually they do this themselves right but now I can submit that enhancement into the enhancement queue against the support model right but what program offering do I want well food assistance has three offerings its offerings are apply for the food assistance benefit right so this is now these are csdm service offerings right so I want to say apply for the benefit is what I want to change and submit that now I have a different work stream for a different set of people right this isn't going to my agents anymore this is going to the IT team that now can answer that enhancement request okay and it's the same thing so I don't know if we would do this for every program but it really makes the people in the program comfortable that they're attached to their counterparts in development for the and inside of uh in service Interruption inside operations so the operations is the same thing I want to go ahead it's for food assistance so I want to go ahead and um put an incident against ask a question right right so now what I can do is I can go ahead and log that problem and give them the details and I create the incident ticket with the right business service and service offering under it so what's the digital product so the digital product is I'm using the product back on the CSM side so the digital product is food assistance and inside that digital product called food assistance there's these three service offerings food assistance offers these three things for Citizens okay so I could put in the product queue I that product queue if I did an enhancement request it would go against the food assistance product because they're working on products in Dev right they're not working on Services they're working they're a product team and then that you know that would affect the different offerings as those builds get done let me make sure I understand this so the evolution of csdm 4.0 to csdm 5.0 draft Safe Harbor is the evolution of the design domain from design to design and planning in which design today in 4.0 has business applications that are consuming app services and 5.0 has digital products that are consuming service instances and so this is more aligned with 5.0 since you're saying that's digital product than maybe 4.0 yeah yeah and those products have been there forever we're just getting more prescriptive about it so the product models aren't anything new it's just using it to to develop your own in this case yeah so let be more prescriptive about that in the common service data model so they're bringing that um making distinctions between the support world and delivery world uh but they they want to make less of a distinction right so bringing the business and that piece together on the product models so that's a good way to look at it all right so the other thing that happened here right because I created that that service uh what I also would get is as I come down and um I go into my um digital portfolio management I I didn't attach it to to an actual portfolio yet right but but I already know that this thing is using service now to deliver it it might be using docy sign right so I know how to build the model so because it's in my template I could apply more of that model but what I did today is I created a business service uh with some offerings on it that corresponds to my product model that supports the model that I built and so if I come down into my services I should now be able to find the food assistant service and in DPM that solution owner for food assistance has visibility into what's going on right so I didn't put a lot in here yet right but they can see what's going on for planning right I have ideas demands new things that are coming in my build and then as it starts come in I could actually I would move this to prod 2 where they would actually have they would start logging incidents and requests and changes right so all that wiring think about all the work that goes in after the fact to wrap the support function around the product product that's basically what's done already right the template did all that wrapping for you so basically what you can see here right is that I didn't build the model all the way out right but we have inside of food assistance our Factory uh basically created the model so that the support team can say that I if I have a problem with food assistance on tier one I know to ask do you have a problem with the application or do you have a problem with asking a question right so you can start to do that troubleshooting here and then that service owner that's in DPM right would be able to visualize that so next to each of these I would have an app service right called service now I might have another app service called DocuSign or ezri but it that can all be built out as part of the factory once I have my standard vendors on there I know the operations that I'm dependent on to to run the apply for food program right it might be some eligibility system that I have in my government that unique to this use case but all that think about all the wiring and all the people involved and all the chunks you can take from those different functions and and basically use automation right so that's that's what we're trying to do here we're trying to rethink the way that we build these products and look at all during the deployment what are all those things that are patterns repeatable patterns so in this case a social program right I met with a lot of different states and I'm like wow you're all doing that same groundw work right that same foundational work you're all doing things over and over and over again in six different areas right from operations to architecture to development so if you just start chipping away at those and saying what is the low hanging fruit for automation that's basically what I did here right how much of that can we automate so the lwh hanging fruit are those repeatable patterns like the ones that I did was licensing and permitting I did a DHS service desk grants would be on the list foyer requests in government are really big Freedom of Information Act even government services like 311 service so I had a pothole right this so those are things that are that all have that sound same Foundation that we're able to to replicate all right so there is that um we do want to do governance here we don't want to let everybody from every Department come in and start creating products in our Dev environment right we want to make sure that we're going through that liaison that can coach the people hey Lou you know there's going to be this email coming and it's going to tell you how to log in and how to see basically the bones right of your new product that's your prototype and then it's going to give you instructions on how to edit that prototype okay and that's one last piece I didn't show you so what it what it did also is um I need to backt track here because I I got off track a little bit but it's gonna um it's going to give Lou access to uh the studio right so basically Lou will be able to come in to app engine Studio which is our low code Studio and he's going to be able to come in and work only on his application right so when Lou comes in because he was he's not a developer so I don't want to let him have access to my service now Dev environment so when Lou comes in he's only going to see his food assess assistance app and he won't see any of these buttons up here where I can create a new application but Lou would be able to edit his form right so Lou so here is the collaborators on the account and I put that collaborator on the account as part of my workflow so basically I gave Lou access to his food assistance application that I built and all of those artifacts that I built as part of that application including 19 experiences right the Playbook is one of those experiences that I showed you but also all the record producers it's all contained in this food assistance app so now if a developer needs to access it or an architect needs to come in and see the models they can get all that through the application so it's self-contained and then after Dev pushes it live and makes changes because Lou couldn't do everything uh it's still contained in a scoped application so food assistance is all wrapped up nicely with a bow you're not chasing update sets all over the platform everything is inside here and that's the idea behind it so that's the end of the demo I forgot that one piece I really like the automation how that all can bundle up into a few clicks because there's definitely a lot of moving parts that you have to piece together one by one and they get cobbled or reference together as you go yeah I have to drop but yeah thanks for using me as your guinea pig on that one appreciate thanks for being the guinea pig talk to you soon all right so now as we look to expand this right this is where it gets really interesting because those program managers right those L that are in the programs could now start doing a little bit more right so we can say yeah you're going in changing your form and you're changing the name of your application and maybe your description you're doing some little things but we can slowly bring them along to where they're doing more and more on their own especially with AI right so now if we look at that workflow that happens when that application that we submitted comes in right this is where AI is going to assist and help people with flow generation right so we can type in what we want to do with a workflow right I want to once that application comes in I want to send it to this team for screening and then they would push it to my agents right so I could type that in and it's going to create the flow for me right so the idea here is that you give those people access to some of those features so that we're we're nudging them along right to do more and more to support their program instead of writing in email it's like hey can you go in and add this workflow step for me no you go in and you add it right type in what you want and see how close you get right so that's the idea is kind of nudging them along through that there's recommendations right we we won't get into the actual code but you can during the flow it could actually help you out as well with what to do so that you're not digging through all those actions underneath it so AI is helping you like oh they just got done with an approval uh maybe they need to go ahead and create a task to tell somebody to do the next thing so this is where AI gets really we're not going to use code gen right because these people aren't writing code but maybe when we pass that over to the uh the developers right they're like well I need this integration I can't figure it out fed Hub is a big one in government I need an integration with fed Hub well let me type that in here and see if they can build me how do I build an integration right so so we can start doing that on the proc code side right I'm not suggesting we give this to the PE those analysts in the agency right but we can have it on that procos side those playbooks that I showed you that that tell the agent how to walk through and process the application those are things that we can now write and create the playbooks so those steps that I showed you where it was intake make sure this is done and that's done right now we can take people that are first day and make them effective their first day because it's like well what's my job well read the instructions right the Playbook is going to tell you your job so now we we can give people that are not developers right access to these AI functions so a natural language that can describe what they want to do once the agent gets that application okay we go down the app generation again probably not going to be using that one but um the service catalog items this would probably be the number one item right I have an application but I need to do something else because before they can do that application they need to apply for Medicaid right so so now what I can do is I can create this new catalog item that has a similar form I just start typing in things that I need and it'll create that form in my scope right inside of my food assistance application it's going to build that catalog item for me okay so there's all these use cases that ways we can think about getting that work getting all those emails that people are talking about what they want to do to redirect that right into things like this into things like instead of typing your email go type it in the flow generation first right don't call me until you type it in there so we're not at that point yet right but that's where we're thinking this can go if we start go as far as we can with Automation and workflows and then we go and we turn AI on it right to to generate content for us uh that is I think the big win in my eyes to really take that from 30% you know more up to the 60 70% where we're able to get these these agencies and these people that are writing all the emails to the point where they can you know create close to their own service we bring our vendors in right the vendors we explain to the vendor this is our template this is our Factory right so you're going to be working with these Basics you know these studs that we put up right we we we did the bones for you we we just need you to kind of finish putting the finishing touches on it right that's that's kind of how you would instruct you would explain your factory to your vendors so that they can respond in kind right they they they know to start with this base model and they know that we have these product models we have these support models and that's what I'm working with and so so on the nysis part right there's um this is what we want to do so developer productivity is the big thing but I want I'm thinking about those developers that aren't developers those people that know how to write English right but they don't know how to code so all of them don't make sense but certainly a subset of those at least half of those now assist for Creator use cases make a lot of sense for those non-developers okay according to Gartner if you stand up is successful they call it citizen development low code no code that could increase your Dev capacity by as much as 65% right so we're not saying on day one you're going to get them doing 65% of your development and increase your capacity that much so you could churn through a lot of your backlog right but what Gartner thinks is that if we can successfully get the right governance and we can enable these people to take their emails and put them into the Prototype that I can increase that by 65% so that's that's the big thing that we're really aiming for all right so to wrap it up I'll open it up for some questions at the end if you have any but there's a a couple things I want to give you today in case any of this made a lot of sense or in case you want to use it so right now for government uh we're starting to do workshops so we're working with you know what you saw today was parts of app engine it was parts of public sector Digital Services so we're putting together workshops to where we can build these so in the workshops in the first four hours isn't about wiring and different things it's it's about getting to a permit in 15 minutes and working on that permit or working on that that social program right so that you skip a lot of the wiring and you get those the people in the agencies in that only care about the program they don't care about csdm or product models that they don't care about stuff that Lou was talking about right they just wanna they want to see how do I process this application faster so that's what we'll do in that Workshop is we focus on those people right more the business analyst people that are writing the emails asking us for stuff that's who we want to Target there's AI workshops available uh we advertise this at knowledge uh so we come in and do an AI assessment and kind of give you a hypothetical idea of what AI would look like in your environment and we can also work with your AI compliance people to make sure that we're actually getting them in front of the effort because a lot of times just coming in introducing AI without going through that that step uh so this assessment will help with that so that that could be a precursor to doing some of this if AI is the way you're going the demo I just did is available in our environment so you most I won't say most but a lot of you already have an admin account on that instance I just did the demo in if not you can request one so you can get a link by emailing me or going on our Forum page and you can get a link uh to basically request an admin account so it takes about a day to turn that around so if you did want to repeat what I did and try it out and talk to somebody about it you can do do that um and that would be kind of a precursor maybe we build our own Factory or you know I know the university people are probably saying like like me research right is the number one use case here so how do I do DHS but do it for research instead all the code I showed you is in a git repo uh so there's a link here to the git repo that has the digital product Factory in there because the thing that actually is the cogs those wheels that is that is an app in itself so I call it the 15minute Prototype application so that code if you want to pull it onto your instance is in that repo I will give you a a little bit of a warning it's not stable code what I had to do a lot of this because our service now is not set up to do product deployment which is basically what I'm doing here so that it hasn't been done before so I had to like a lot of tables you can't typically write data into I had to open those tables up there's a couple tables like CIS tables that are not accessible so I had to go make them accessible for my workflow so B4 warned right if you do try to install this in your environment I I need to clean that up we need a tool set like we need a factory tool set in the long run and I built a lot of the tooling out in actions where I can so I'm using an API but there's still a lot of stuff that um I would I'd call it hacky right like to do the demo I had to do certain things that you know probably a developer is going to roll their eyes at so you could pull the code down and see some of the tooling but um yeah I definitely need some some help and I need to go back and redo some of that tooling that built certain parts of that structure Charles is there any more questions online there I know not seeing any excent well hopefully this was useful to everybody hopefully I know there's a lot to digest here right it's a different area that we worked in before so a lot of using modeling that we had done um and and applying a lot of that so happy to answer questions on it have next steps um I'll make sure all the information on this thing is posted inside of the Channel with the recording thank you everybody for your time appreciate it