good afternoon thank you for joining us today koft technology would like to welcome you to our service now Federal Tech talk evolving talent management to build the federal workplace of Tomorrow joining us today from service now we have Kevin Hall principal product Su success manager and Chris trailer Global Executive for Talent Solutions and from new axis we have Michael colan service now developer just to tell you a little bit about koft we are a trusted government IT solutions provider supporting public sector organizations across federal state and local government agencies including education and Healthcare markets at this time I'd like to hand the floor over to our speakers Chris the floor is all yours excellent thank you so much for having us Sarah we're we're really excited to be here today to talk about uh service now's Innovative investments in in Talent Solutions and we're really thankful to have our great Partners at new axis here today to show us some real life customer examples of of what they've done uh for some of our federal customers uh before I dive into today Kevin uh or Michael any uh other intro points from your end no Chris I say yeah I say let's get right into the content I think we got a lot of good stuff teed up uh that you and Michael are going to present so let's cannonball in awesome well thank you so much and uh thanks for the introduction Sarah I greatly appreciate it a little bit about myself in my background and uh been supporting uh Talent Solutions for about 14 years now uh the majority of that around 12 years actually entirely dedicated to the US Federal space um from an ATS uh Talent acquisition lens as well and are really excited to be here today as I mentioned and talk about some of our investments um from a service now standpoint to kick off today's conversation I wanted to start a little bit with talking about some of the challenges that we see across just Talent acquisition as a whole globally um one of the key things that we're seeing is this key imperative that's changing um in terms of transparency in the hiring process and the critical role that it plays in reducing Federal time to hire specifically for today's conversation and also doing things like increasing agency employer brand and delivering and enabling I should say the delivery of mission critical outcomes by ensuring uh you have a well-qualified well-skilled and ready Workforce to support uh US citizens for whatever your agency Mission might be and some of the key challenges and metrics around those challenges that we're seeing is that over half of the candidate or applicant population is abandoning the recruitment process simply due to poor communication and recruiter and frankly employer uh engag with those candidates and applicants and conversely over 60% so well over half uh of the candidates and applicants are becoming disinterested in a job if they don't get a response within two weeks from the initial uh interview um I want to talk about that because I think uh holistically we consider an email to the candidate saying we received your application uh as an adequate uh response right within that two-e window um I would say there are new and engaging ways in which we can interact with candidates um of course while they're waiting for their uh uh application to be reviewed or their interview to be processed or even to receive their offer letter and so I think it's important that we start looking at engagement from a new lens and something more than just the traditional ways of sending an email or maybe even just updating a status on a page um there are other ways in which we can engage the applicant or the candidate in the hiring process to ensure they're number one really excited about that ultimate offer letter that they receive but number two if they don't get an off offer that they're just as excited to come back and apply for five more jobs with your agency so I just wanted to take a few minutes to talk about the broad problem across the talent lens globally currently many of which do also impact the the federal hiring processes uh that we live in every day more narrowly and specifically um as some of you may be aware uh OPM did release earlier this year its Workforce of the future Playbook and this Playbook simply put uh is aimed to help guide federal agencies on how they can transform and optimize key operational processes that span across uh not only the workforce in terms of once you're an employee and how to grow and develop and find new roles but also the entirety of the talent supply chain and the primary objective of this Workforce in Playbook is clear um achieving Federal Workforce Readiness which of course Federal hiring is a key ingredient to but it really focusing on in a way in which that ultimately delivers Mission critical outcomes um that are inevitable um in terms of the future ahead so simply put future proofing the federal Workforce and federal hiring processes through scalable and repeatable plays is what this Playbook seeks out to do the service now platform and our Innovative investments in not only Talent acquisition but talent management and development as a whole is well positioned to help federal agencies run these plays things like strategic workforce planning skills-based hiring career growth and ultimately development and then of course datadriven Workforce decisions that you can make to help Drive these Key activities and leveraging key elements of things like AI technology uh and in some cases generative AI technology to improve the overall health of your federal agency now I want to talk also about one that came out just last week that I'm sure is a hot topic for anyone in federal HR or or federal recruitment or Talent acquisition right now which is the OM um Federal hiring experience memo that came out last week on August 14th or yep last week om released uh this exec um memo basically employing federal agencies on prioritizing and improving the overall Federal hiring experience specifically for applicants hiring managers and of course HR Specialists that are involved in the overall hiring process at federal agencies and at a more granular level this memo delivers strategic guidance to agencies across three key areas first and foremost delivering a unified hiring experience for applicants hiring managers and HR Specialists that enable engagement collaboration and simplification most importantly as key stakeholders transver Traverse excuse me the federal hiring processes and F Federal hiring landscape second through these experiences where possible agencies prioritize the streamlining and automation of hiring processes and deploy systems that deliver collaborative mechanisms to engage across every step of the hiring process and lastly and likely the most important for agencies that agencies invest in technology that can act as a critical operational enabler to not only deliver these new hiring experiences and automated processes but also offer the ability to collect and analyze intelligently data across the entire hiring process in a way that delivers insights to key stakeholders and impacts key Federal metrics like things like time to hire to ensure the overall advancement and ultimately inevitable evolution of the federal hiring landscape So today we're going to hear from Michael and new axxis in terms of some of the things that we've done from a platform perspective to really solve for some of these challenges but I want to talk about from a system standpoint we've talked about some of the processes with the workforce of the future and the OM memo that we're looking to correct um within the federal landscape but the problem still exists today for applicants hiring managers employees um HR Specialists um there's this complete complex web of systems that we have to interact with service now is found through many reports that there's sometimes upwards of 80 different systems that these different stakeholders have to interact with for for the hiring uh employment and ultimately even development processes uh that you go through throughout your typical career Journey with any given employer now of course federal government agencies will differ in those numbers but the fact remains the same is it's a complex web of different systems spanning across USA Staffing or Monster Government Solutions if you're using those from an ATS perspective uh the job board you first interact with which is us a jobs in most cases or LinkedIn um virtual interviews through tools like higher View and then of course all of our traditional systems in federal government like our core HR people soft or success factors or or maybe workday uh core HR systems that you're interacting with and then of course right the spreadsheets the emails and all these different systems and the impact that that delivers to all these stakeholders is high attrition and turnover throughout the application process and even in some cases throughout the employment process if we're not offering that same experience once we've got that individual in the door and offered them routes to go and get grow and develop and find Opportunities to to move around within the agency it also produces a significant lack of visibility and bottlenecks across all key parts of the process which means that hiring managers are unable to get somebody in the door to support the mission or fill the void when someone leaves the organization or applicants are simply not waiting around um or applicant are simply in the dark and maybe you're accepting another job that maybe didn't even want as much just because they weren't informed or didn't have an experience to collabor collaboratively engage with those key stakeholders and for hiring Specialists or HR Specialists and recruiters um it's it's as simple as being able to kind of Corral all of these people together in one place Personnel security for the security designation of a position the hiring manager to ensure that um all the key factor level statements are maybe in place for our position before posting and we also have approval from Finance as well um all of this comes together in one in across multiple systems today and having it come together in one single system is really what we need to ensure that we're improving overall time to hire increasing uh visibility and ultimately getting more applicants um in the door and starting with our agencies so what does this look like from a service now standpoint we bring everyone together within a single system where recruiters hiring teams leadership candidates can go so we can bring on the best talent in a single system so all of your key and critical underlying systems of record your core HR systems your applicant tracking systems your job boards those remain in place we provide a single Consolidated unified experience for endtoend hiring and not just end to-end hiring but end to end from hire to retire or apply in this case actually to retire so when the second your applicant or your candidate applies to a job they're able to Traverse one single Consolidated experience that evolves with them is their Journey with your organization your agency evolves and at a more granular level this is what it looks like on the service now platform and some of the key elements that we deliver for the hiring managers the applicants and the HR Specialists most notably we provide proactive activities and actions that are driven by multiple experiences through things like leader hub for the HR executive or the agency leadership executive I should say manager hub for the day-to-day leader within the organization a whole new portal-based experience for applicants and candidates to interact with your agency far ear in the process and a dedicated recruiter workspace that provides a SE seamless tools for the recruiter to orchestrate iring processes across the agency and the outcome of this is a uh quickly future proofed Workforce that is able to deliver Mission Centric outcomes with and with leadership that's able to provide datadriven Workforce insights that help us not only improve and optimize these processes over time but ensure that we're reducing bottlenecks along the way and getting folks in the door a lot more quickly and efficiently and so today I just want to talk about some of the key some of the key experiences that we really solve for here at service now of course the employee we talk about uh all the time uh with some of the new Journeys that we're delivering on platform and through great Partners like new AIS we're now going to be supporting the hiring manager journey journey in terms of a hiring manager being able to do things like open open a job requisition from one single system so the second uh an employee decides to leave we can actually now directly orchestrate the backfill of that position that much more quickly through a single Consolidated system that interacts with all the systems that are involved with offboarding someone from your organization and backfilling that role we're also going to talk about the hiring managers or the hiring specialist excuse me the recruiter in in a common terms but HR specialist in federal lingo um on how they can better collaborate with the organization from a requisition and hiring management um perspective across all key stakeholders like I said earlier Finance Personnel security the hiring manager the emplo the applicant or maybe even the employee if it's an internal um hire as well and then last but certainly not least we are also solving for the applicant experience with our new Solutions and providing that single Consolidated experience from the day that applicant applies to the day that they retire so thank you guys so much for the quick intro I I really appreciate the opportunity today and with that I'll hand it over to you Michael thanks Chris I'll share my screen here I think you might have to yep okay so as Chris and Sarah both mentioned my name is Michael khane I'm a certified implementation specialist on the service now hrsd module uh as well as a certified technical architect for the service now platform I work with the new access Innovations we are a federal IT company that specializes in the citizen experience as well as the employee experience and in this case the applicant experience uh basically putting people at the center of all of the technology and processes that we that we seek to improve So today we're going to be talking about uh service now hrsd and USA Staffing we recently finished an implementation of uh service now hrsd or a phase one implementation I should say because there's more improvements to come uh with a federal agency and uh in as part of that implementation we did a USA Staffing integration so I'll talk about uh USA Staffing integration in general with hrsd and I'll also have some tidbits and uh some lessons learned uh that we had along the way with this particular Federal agency I'll I'll keep using the term Federal agency to describe them they' they've asked to sort of remain anonymous so I won't Di their name but uh Federal agency will be their name for the for the next 15 minutes uh before I dive into the details I'll just mention that there are lots of uh good information there's lots of good information at developer. USA staffing.gny.redcross.org who might want to know how these things work um so lots of good information to be found there at the USA staffing.gny.redcross.org [Music] three phases so our first phase is the request phase this is everything from uh the hiring manager saying you know putting in their request to fill um all the way through confirming the job analysis and uh figuring out the assessment strategies then we move to the second phase which is recruitment this is actually building the announcement in USA Staffing all the way through the announcement opening the announcement closing and then us making the selection and then finally the onboarding phase which starts with the tentative job offer and goes all the way through to entry on duty um so now that we have our our three phases laid out here let's take a look at how USA Staffing and other systems of service now fit into this uh this workflow uh so before service now comes along and before it came along to this uh Federal agency uh the the systems looked kind of like this so the requests would start in uh email uh there'd be some PDFs mixed in there some Post-it notes smoke signals conversations in the hallway all the different ways that we acquire uh that we build a request um and then once the request was uh settled and the job analysis was confirmed the we moved to the recruitment phase with USA Staffing where we would build the announcement and uh go through the whole announcement process and then go through the onboarding process uh this was all also done in USA Staffing and then there are some other systems uh that get involved once the uh onboarding is is ready um and then of course we have a layer of a Tracker spreadsheet uh to keep track of it all so the HR Specialists were basically taking things out of email and PDFs and moving it into the tracker spreadsheet taking it out of email PDFs moving it into USA Staffing taking it out of USA Staffing moving it back to the tracker spreadsheet and uh everyone was trying to keep track of what's going went on asking questions where is my hiring action and we'd have to go digging through spreadsheets to to figure that out so then the agency went with service now so service now replaces the email PDF Excel dance over in the request uh replaces the tracker spreadsheets and as Chris was talking about earlier basically everything is kept track of and and all this the the engagement happens with one system uh so the hiring manager comes back to service now this is where they put their request in and this is where they follow their request through its entire life cycle right up to where the employee gets hired and then even after that even after the employee starts we're still in service now for getting all that onboarding going and uh all the requests that need to happen once the employee is already going so service now has really becomes the the central Hub uh for all of the experience all of the hiring manager experience as well as the new hire experience um okay so now let's talk about the integration options between uh service now hrsd and USA Staffing so when we uh first uh got going with service now uh they weren't sure this agency wasn't sure that we'd have the paperwork done in time for the USA Staffing integration so our initial plan was to uh make sure that we could uh keep track of things manually between USA Staffing and hrsd and and this may be what uh if you're already using service now in USA Staffing you may be doing this where you're kind of taking information down from USA Staffing and putting it into uh service now manually which uh I mean there's nothing wrong with that that's certainly better than using a spreadsheet um but the HR Specialists were not thrilled about having to continue uh their their manual work so we did end up getting the agreement uh for the USA Staffing integration we got all the paperwork done and we were able to do that um so let's take a look at the the three options we have and I I'll talk about the option that we went with uh but we'll we'll look at general terms of the three options there are so the first one is uh what they call the request processing uh interconnection RPI and with RPI what RPI allows you to do is to take data from hrsd and to push it up into USA Staffing so for example U with the request the when the hiring manager puts in their request to to fill uh they're going to we we know who the hiring manager is we know the position title we know the series that we're trying to fill the grade Etc uh all that gets entered into service now so then we can then take that data from service now and push it up into USA Staffing in order to build the request uh the vacancy and I think the announcement you can you can build with that um so you're you're taking that data and instead of doing it manually copying and pasting from service now up to USA Staffing uh you do that uh automatically by pushing it up there now once those uh Records have been built in USA Staffing using that data from service now from hrsd uh we can then receive real-time updates on the tasks associated with those records back down into hrsd so this allows you to then report back to the hiring manager or to give visibility to the hiring manager as to what's going on in USA Staffing for example uh um we might have a task for the certificates have been sent um so then that task then gets sent down to service now who can then um you know report back to the hiring manager saying hey the certificates have been have been issued um so the hiring manager can keep track of what's going on in USA Staffing without having to go to USA Staffing or ask a HR specialist it's all on their screen um so the RPI although it's the first one I have here chronologically in the order the workflow it's also probably the most complex of the three options of the three integration options to integrate and the federal agency I'm working with actually hasn't uh integrated RPI yet uh because it is so complex and we were still getting together uh things are in hrsd over here in the request phase but this is on the road map uh for the future okay the second integration possibility is the data API and this is probably the simplest uh to get going and this is the one that the federal agency I'm working with uh decided to go with so with the data API we are able to pull down information from USA Staffing and bring it down into hrsd so you can basically get a copy of uh most of the data in USA Staffing uh down into hrsd uh so you you make these requests and then you just pull that data down into hrsd and then once it's in hrsd you can do something similar as you would do with with the RPI where you're reporting back to the hiring manager about where a particular where their request is and what the tasks are that have been completed and I have a screenshot I'll show on the next slide after this of of what that looks like uh for the hiring manager but basically yeah once you pull that data down then you can do all kinds of stuff with it you can use it for reporting back to the hiring manager uh you can also use it for reporting at the HR level um so all of the data in USA Staffing is available in their cognos solution where you can do reporting however the data that's not available in USA Staffing is the things that happened before we got to USA Staffing so everything that happened at the request phase uh is not available in USA Staffing because we don't send that information up um uh by the same in the same way the things that happen in the onboarding phase you know or even after EOD is not included in USA Staffing um so by pulling that data down into hrsd you can Mash that up with the data we have in hrsd and USA Staffing to get kind of a full picture of of what's going on and with the data API you can uh download pretty much everything so tasks request vacancies announcements Etc um one thing to note and I'll talk about this a little bit uh in the Lessons Learned is that the data is delayed so unlike the RPI which happens as soon as it happens in USA Staffing with the with the data API the data can be up to 24 hours and sometimes even a little bit longer to be available in for download into hrsd so it it happens in USA Staffing and then you have to wait in order to be able to download it into hrsd so that's one of the downsides of using the data API and then the final integration option is the nhi the new higher interconnection which uh as the name implies is for new hires and the way this one works is you tell USA Staffing uh in a workflow you make the nhi task a a step in your workflow so you say okay well after we send the let's say after we send the um tentative offer I want you to push that data down to hrsd um I want you to push the first name last name the address of the new hire down it's hrsd so then that happens in real time when it gets when the workflow gets to that step it pushes your data down into hrsd and then in hrsd you can uh do all kinds of things with it you can trigger uh your onboarding process uh you can move that data down to other systems uh Etc so you can also do this with the data API I'm showing this orange arrow here the difference again is that the nhi is real time so it happens exactly when you want it to happen whereas the data API is uh is is delayed um so it may be it may be 24 hours before you you get that data down um but regardless of which one you use what's really neat about this is that when you think about it the the candidate enters their first name and last name say into USA jobs like when when they sign up for USA jobs and that data follows them all the way through the USA Staffing recruitment process and then down into hrsd and then it can even flow down into the other systems such that it never gets typed again which is pretty awesome when you think about it we're talking months and months of data of of just following them all the way through the process without having to manually type the data again this is a huge plus the the HR Specialists love that um okay so this is our these are our three uh main options for Integrations uh let's just briefly look at uh what are some of the advantages uh review some of the advantages of using these uh one or all of these integration options so the first one we spoke about this a lot is increased visibility um the hiring manager puts in their request into employee Center into hrsd and uh they can keep going back there to figure out what's going on right they don't have to ask the HR specialist they don't have to go digging through tracker spreadsheets uh you get a lot of transparency Chris was talking about as a key word and an increased visibility for the hiring manager in terms of the HR uh supervisory staff and HR staff we get full picture reporting we know everything that happened uh with this request from the time it was initially entered all the way through to EOD and even Beyond EOD so we can really report back on all those metrics and uh look for where the bottlenecks may be so that we can try to improve the the process and then finally Automation and I talked about uh the candidate hiring typing in their name one time and then it never having to be typed again uh similarly over here we see that uh that information gets entered into hrsd and then can be pushed up into USA Staffing um and then down here in the onboarding process uh the new hire information coming in and then we're able to trigger other processes uh just based on that new higher information coming in so lots of space for for automation um so as I mentioned before here's a screenshot and this is from so this is just some sort of dummy data uh but this is a screenshot from what the emplo from what the hiring manager would see in employee Center so this is where they go into put their request and then they end up in a a ticket status page uh and the other tabs this is where they do their tasks and the activity is where they can uh participate in the chat um so we have this uh tab this new tab called timeline we developed and what this is doing is it's taking data from USA Staffing and kind of summarizing it into this workflow so this shows the hiring manager hey this is uh here's are all the steps that we have to do uh here's the date that that the request entered this step and here's how long it took uh for that step to be completed so this is a really great tool hiring managers love this they can log in and see and uh get their their question answered which is their question is always you know where is my action and why is it taking so long this uh gives them an idea of where things are why they're taking so long and in the for for HR we're able to do reporting on all of these different metrics so we can we can know you know how on average how long has it t taken to uh create the job analysis or to build the announcement Etc it really gives us a good idea of where those bottlenecks may be okay I'll end with some uh Lessons Learned in our implementation with this Federal agency uh the first lesson learned is that getting set up takes a long time uh OPM has or USA Staffing has great documentation on what needs to happen and even expected timelines for how long they'll take um those timelines are definitely accurate and maybe you even have to tack on a few a few more uh days for some of these things it does take a long time just to get paperwork set up uh and that kind of thing the technical aspect is actually pretty straight forward um it's the the memorandums of understanding and all those kinds of things that that take a while to to get set up uh a second lesson learned is the volume of data in staging versus production um so as you're getting set up in USA Staffing um there's a certain point that they allow you to get into the staging environment uh so you can start getting your your technical piece uh set up um so initially we we set everything up in the staging environment um and then once all the paperwork got signed and we we finally got finished with that we got access to production and I discovered that the the volume of data is much larger in production than it is in staging um so we had to do some some sort of reworking of things just to account for the the larger volume of data but that's just something to to keep in mind as you're building um because you'll get access to staging first so you want toh try and think about uh that there there is going to be a torrent of data coming down once you get access to production um and then the final thing and and I mentioned this earlier is that the the data API is delayed um so the data API is the easiest as I mentioned of the three API options to to get set up um but the the data coming down is delayed so for most of the process that's fine uh you know if the hiring manager if it takes a day for the hiring manager to see an update from USA Staffing it's usually not a big deal um but when it comes time to the new hire to the onboarding piece that's where we start to uh that's where the time starts to become a little more essential um so we're actually looking into at this Federal agency we're we're looking into integrating the uh new higher interconnection um instead of using the data API just for the new higher piece uh because we get the the real time updates there so that's been a uh a very brief overview of our three integration options the the wonders of using it and some of the Lessons Learned in using it um this same presentation that I just gave is available in a video at new axis.com slsn uh you scroll down to the bottom of the page and you'll see the same uh presentation with the with the same uh deck there the same explanation so I thank everybody uh for their time and I guess we'll open it up to questions or I'll I'll pass it back to you Chris hey Michael this is Kevin I I just want to kind of reiterate one point that you made which I think is important for everybody to understand is in the overall integration process with USA Staffing and and frankly this is true with any uh external business system in service now is um never under estimate the amount of time to do the people and process work uh in other words the you know me like you said the memorandums of understanding the interconnect interconnected system agreements and things like that the paperwork that needs to be done before you can connect the new systems I think most of the time it's been our experience that's usually what takes the longest in integrating two systems together and I think other than that if anybody on the audience has any questions feel free to type them in the Q&A panel we'll leave it open for a couple of minutes um but um Michael Chris thank you very much those really fantastic stuff and and Michael thank you for sharing your experience at that Federal agency I know there's something that a lot of service now customers and partners are are interested in hearing more about so I appreciate it thank you very much oh okay uh so Michael the question from uh from Kristen is uh terrific details on the integration uh it takes time and as a staffing specialist she's happy to see it uh she did want to know how long do you think the process takes at an agency so you mentioned that OPM has some standard slas on timelining for the timelines for Theus and things like that do you happen to have those off the top of your head uh I don't there is a document if you Google it um You probably Google USA Staffing uh it's kind of hidden so I I don't know if it's uh available on a link anywhere but if you Google uh USA Staffing interconnections or something like that you should be able to come with a PDF and uh they have a a nice timeline uh I don't I don't remember what it is offand but I I would say at least four four to five months from from start to finish well thank you again to our participants as well as our speakers for being with us today we hope the information you received during this webinar has been been helpful if you have any further questions or would like to request more information please feel free to reach out thank you again and have a great day