NEW: Public Sector product strategy

SES1701-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello and welcome to this product roadmap session for Public Sector Digital Services. I'm Jacquie Hirsch, Head of Industry Marketing. And I'm joined by my colleague, Abhi Rele, Director of Product Management. In the next 20 minutes or so, we'll share what's new and exciting in the public sector with our latest technology innovations. And though our product is new, our work with government is not. ServiceNow has a long history of working with public sector organizations to solve all kinds of challenges. And we'll tell you how you can learn more about those as well. So let's begin. The May quarterly store release adds new levels of productivity, low-code governance, and innovation wherever work happens. And we're announcing the introduction of Public Sector Digital Services, enabling governments to deliver personalized, frictionless, and anticipatory services to constituents. It can also help to increase access and equity, transparency, and trust. So whether you're leading a large federal agency or contemplating the introduction of a local 311 service, our solution can be part of your technology and services evolution. Government is an important audience for us here at ServiceNow, one that we've organized around. We have specialized sales and solution teams who understand the unique needs of the public sector related to privacy, security, availability, resilience, and modernization. You might be wondering why we chose Now to introduce this purpose-built product. Governments around the world are working harder than ever to keep up with demand that's been caused by the global pandemic, the economic downturn, and the resulting disruption to our daily lives. There are also new dynamics created by climate change and demographic changes. And until recently, government has suffered from a decline in public trust and a widening performance gap relative to that of the private sector. But now government's beginning to turn the corner and moving to more adaptable cloud services and nimble work processes with mobile first deployments. And these are some of the key trends that ServiceNow has been monitoring that made us feel like now is the right time to formalize our efforts. Hybrid work. Hybrid work is here to stay. According to Forrester's 2022 Public Sector Predictions Report, one third of global civil servants will become permanent hybrid workers. Departments that fail to adapt to this new dynamic will risk a loss of personnel to either the public or private sector. Now to work effectively, these hybrid and remote employees will need playbooks, enabling work spaces, and knowledge management tools, as well as secure connectivity and intuitive application design. Government work is ripe for automation and digitization. Capgemini's 2022 Public Sector Trends Report highlights the continued cloud adoption of governments and the new openness to multiagency and multinational data sharing to power government performance. Forrester predicts that globally, governments will expand their use of robotic process automation, RPA, to eliminate repetitive, low-value tasks and will automate up to 10% of routine work. Automation centers of excellence will help departments bridge strategy, operations, and training. And efforts at improving CX are yielding results. One example of improved customer experience is the US federal government in which high-impact service providers are reporting gains in both customer satisfaction and trust according to Performance.gov. In the US, the 2021 executive order on transforming federal government experience pushes agencies further forward. And now, public sector digital services is one more tool that they have towards their efforts. Agencies provide important information and a wide catalog of services to many types of constituents. Individuals, businesses, and organizations all need to interact with government in unique ways. Visitors may need transportation or recreation information, perhaps event tickets or a beach pass. Residents might take note of maintenance that's required on their streets, or their sidewalks, or to their local signs. And they might report that for action. Or they might need more time-bound essential services, such as housing assistance, rehabilitation services, or government-issued identification. Businesses require permits for building and zoning. Professionals require licensing of all kinds and even routine matters like the retirement of a vehicle from a business fleet need to be handled. Interactions with government may be frequent or infrequent, urgent or time-bound, formal and informal. But all of them are important to the requester. However, constituents routinely lack visibility and sometimes receive slow responses from their government. Why is this the case when one of the primary responsibilities of government is responding to its constituents? One reason is that government suffers from aging technology-- old systems, premise-based architectures, applications that are out of date were written in archaic programming languages. You would not be surprised to find green screens still in some of these offices. Another reason is that customer experience, until recently, hasn't been a focal point of government. And now, the public sector is pivoting to really cultivate an engaged, interactive, and advocating constituency. Finally, there have been barriers related to data or shall we say trust. Data and trust, the movement of information between agencies being limited by both technology and processes and in some cases outdated thinking has limited progress in transforming these vital everyday experiences. Public Sector Digital Services helps governments with these challenges at the engagement layer and beyond it. Delivering a consumer-grade experience, the kind that we all expect in our daily lives means supporting digital-first interactions from any connected device, including a smartphone at any time from anywhere. And this includes options for self-service, assisted self-service, and full service. And that can vary depending upon the constituency and the use case. And this is availability that we've come to expect in our lives. And it goes far beyond what's typically offered in the 08:00 to 17:00 office hours of government agencies. Think about how much more time can be returned to citizens who don't have to travel to government offices or spend time waiting on lines. And how much more environmentally friendly could government be by eliminating paper-based processes? When information is ingested digitally, it's so much easier to be actioned, stored, and routed. And all of this without the risk of loss of forms or data on someone's desktop. And this is where ServiceNow really comes to the forefront in helping to add a high level of automation end-to-end in these digital processes. By creating visibility to work in process, we eliminate unnecessary follow ups which add time, touches, frustration, and expense for all parties involved. Total experience is likewise improved. Government employees are united in a system of action with one data model on one platform. Staff is able to accomplish more with more confidence, greater predictability, and consistency. By breaking cases down into tasks, and by connecting to any system where work is done, ServiceNow enables a single process flow across people and functions. This allows for multi-step processes or multi-agency work to be orchestrated in the most efficient manner with full transparency to where things sit. Let's consider an example of a transition program to reduce recidivism. A job services agency, a mental health agency, and a criminal justice agency might all partner to support the needs of a probationer, each with their own access to only the necessary information that they need about that individual but working in concert to best support their ongoing success. Think of our service catalog as exposing the back end of government directly to requesters. Almost any request type, any service that government needs to provide can be selected and exposed. And using our AI and operations management capabilities, we also are able to offer proactive service, which means that if some system or application is subject to degradation or shut down, we can identify that and initiate the resolution to bringing it back online as well as notifying the right stakeholders. So think about being on your way to the motor vehicle department to sit for a driver's permit exam, for example. And perhaps the testing system goes down. ServiceNow could help identify that outage and identify you so that you could reschedule your appointment. How convenient is that? Public sector digital services joins our portfolio of industry-based solutions for telecom, technology, health care, manufacturing, and financial services. These industry products are built on our mature customer service management product and our field service management product, all built on the Now platform. Now I'll turn it over to Abhi who will show you the product, Abhi. Thank you, Jacquie. We clearly have an opportunity to help the government. And hello again, everyone. I'm super excited to share more details about our newest industry product, Public Sector Digital Services. Public Sector Digital Services is a digital platform that helps governments modernize, digitize, and speed up the delivery of government services. We've built a product in a way that will make life easier for government agencies and the constituents that they serve. Public Sector Digital Services is comprised of five key components. The first is out-of-the-box data models that are purpose-built for government so that governments can focus on delivering innovative services, not on maintaining costly customizations. The second is a constituent experience that makes it really easy for constituents to request services and then track their status. The third is a modern configurable agent experience that helps government employees deliver services quickly. Fourth are packaged KPIs and dashboards so that governments can monitor service delivery and improve its performance. And finally, packaged workflows so that governments can launch new services quickly and expand their services portfolio. And all of this is built on the ServiceNow platform. So governments continue to benefit from the low-code development integration, automation, and workflow capabilities they've come to rely on. So with that, let's dive in. When we were building the product, we spoke to a number of government customers. And we noticed a pattern. Governments were spending a lot of time, effort, and in many cases, sleepless nights building and maintaining bespoke applications and integrations. Each customization added to the complexity. And each government customer did it in its own unique way. So the first thing we decided to build in Public Sector Digital Services is an out-of-the-box data model foundation that incorporates best practices we've learned in working with many government customers over time. With this data model foundation that is tailor made for governments, they can model constituents they serve, the households they're part of, the relationships that exist between constituents, and the relationships that exist between government employees and constituents, for example, a case worker and the household that they support. They can also model these services that are offered to constituents and the services that are received by a constituent. Now, as Jacquie mentioned, if you're familiar with our Customer Service Management product, you'll notice that we are leveraging the proven constructs from CSM. A constituent is an extension of consumer. Services offered is an extension of product models. While services received is built on the install base data model. All of this, so that governments can focus on building and delivering innovative services. Second, we're providing a new government service portal that makes it easy for constituents to request services and track their status. This new portal is responsive, which means it works on the web as well as mobile web. And it is pre-wired to recognize the new government-specific data model. This means that when a constituent comes to the portal they can view a government-specific service catalog, view a list of services that are offered, and request the one that they need. Now each service can be configured to capture information that is specific to that service. And once the request is submitted, it can be automatically routed to the team that supports that workflow. The portal also enables constituents to get quick access to their profile information, such as their name, their contact info, their address details, their household details, and other identification information like a driver's license number. Constituents can come in and view the services they've received in the past. They can track notifications for any updates on cases that are in flight. They can even self-register for an account if they don't already have one. Governments can use the portal to publish any announcements that might be important for those constituents. And constituents can interact with the portal, either through the web or mobile web interface, or through a chat bot interface, making it easy for them to interact with their government on a channel of their choice. All this to make it easy for constituents to request services. Third, public sector digital services provides a configurable modern agent experience that helps government employees deliver constituent services faster. And this agent experience is also pre-wired to recognize the government-specific data model so that when a constituent calls in either via phone, or contacts the government via chat, or maybe the government service agent is working on a case, they have a 360-degree view of the constituent, including their profile, recent interactions over chat or phone, recent cases that were submitted, household details, services that were received, and many more. They can create new requests on behalf of the constituent. They can even create a new constituent record on behalf of the constituent. This is extremely useful when serving constituents who might lack internet access and might rely on the phone channel to get help. And this workspace takes into account security. You can configure it so that agents only see the cases that they are responsible for. And we are also providing encryption so that governments can encrypt sensitive fields like personally identifiable information. Next, we are providing out-of-the-box analytics and dashboards so that governments can monitor service delivery and improve performance. These out-of-the-box dashboards provide KPIs, such as the number of services offered, the average response time on services, services by type and priority, and many more. We've also included some nifty widgets like the services that were most and least requested or services with the fastest and slowest resolution time. And all this is built on the ServiceNow platform so that governments can easily extend these out-of-the-box KPIs and dashboards or build their own. And finally, governments can quickly deploy new constituent service workflows by combining the out-of-the-box data model and the low code development capabilities of the ServiceNow platform. Governments can create new services or extend the out-of-the-box workflows. This helps government launch new services quickly and expand their services portfolio. Next, let's take a look at a demo of Public Sector Digital Services. Let's start with the experience of a citizen named Diane Berryman. Diane recently got married. And after coming back from her honeymoon, she needs to get a driver's license with her new name. But as many of you know, changing your name can be a daunting process. She's not sure where to start. So Diane hops under her computer and logs into her state's portal. Here, she can view important announcements as well as a list of popular services and requests. She's able to chat with a Virtual Agent and is prompted with a menu of options. She types that she's looking to change her name and get a new license. And the Virtual Agent sends her a link with a form to get her name change started. She's able to fill out the form with the details of her new name and attach a copy of her marriage license and other required documents. When she clicks Submit, she gets confirmation of her request where she can receive status updates. And because she indicated she owned a car on the previous form, she's offered next steps to complete, including filling out the form for updating her vehicle registration. And she's even able to set up an appointment to visit the local motor vehicles department office to have all her documents verified and updated in person. How convenient is that? Now Diane wants to have a little fun with her new name and is interested in getting a vanity plate for her vehicle as well. But she can't find the service online so she's going to call the citizen support line. Let's shift over to our agent, Brittany, who can help resolve issues fast. Diane's call is connected to Brittany who is in her configurable workspace. And as she's talking to Diane, she can verify her information in the system. Brittany also gets a single holistic view of Diane, which includes her profile info, prior interactions over all channels, requests raised, household members, services received, and more. Brittany sees Diane's recent driver's license name change request as well as her car registration update and upcoming appointment. To make the experience better for Diane, Brittany initiates the request for the vanity plate so she can also have that ready for her appointment. What an easy experience. A few weeks later, Diane is at the motor vehicles department with everything she needs to smoothly update her records. But we're not done yet. The department has been collecting data. And their analyst, Tom, is reviewing his dashboards on which services are getting the most use. Here, he can see the services that are taking the most amount of time to resolve. He sees that there's a lot of demand for vanity plates. And this process is not yet on the portal. Tom can quickly create a new service for the new online vanity plate request. And now it's ready for residents like Diane to select from the portal. By the way, Diane got her personalized plates in the mail. And you can tell by the name that she is-- wait for it-- very happy. And that is how Public Sector Digital Services is making life simpler for government agencies and the constituents they serve. And this is what we've delivered so far. We have an exciting product roadmap plan with four store releases per year delivered through the ServiceNow store. Looking ahead, we plan to include support for businesses requesting services from the government, as well as packaged playbooks for appeals and inspection and packaged workflows for licensing and permits as well as service requests. We also plan to include support for agency services. And there is much more planned in the future. Like any roadmap, it is subject to change. But if you have feedback, or input, or suggestions, please do not hesitate to reach out to us. With that, let me hand it over to Jacquie for some important announcements. Thank you, Abhi, for that thorough explanation of the product. We want to help you accelerate your digitization efforts. Here are some easy ways you can get involved with us. First, check out our page. There you'll find stories about how the Now Platform has created success stories for all levels of government, globally. You'll hear from cities such as Geneva and Copenhagen, Los Angeles and Denver, and States, such as Washington and Tennessee, agencies like Defra and the Dubai Silicon Oasis Authority. Two, request a demo. We'll show you the ease and flexibility that Public Sector Digital Services can bring to your transformation plans, shaving months, if not years, off your timeline. Or three, meet our team. Our sales and solution consultants are eager to consult with you on your challenges. And they'll glean insights from the work that they've already accomplished with like-minded peers from other public sector agencies. They'll show you how simple it is to extend your existing ServiceNow implementation or to overlay a new instance on top of your existing technology infrastructure so that you can move quickly and nimbly to transform and accelerate. And there's much, much more for public sector viewers here at the Knowledge Digital Experience. You won't want to miss these sessions that we've curated for government. Session 1556, our government channel opener featuring the city of Santa Monica in which Joseph Cevetello, the Chief Information Officer, explains how he and his team introduced a digital City Hall. Session 1541, delivering frictionless customer experiences that drive long-term loyalty. This features Pat Snow, the Chief Technology Officer from the state of South Dakota. Session 1203, this is an incredible use case story of emergency housing assistance delivered by the state of Montana in under 59 days supported by ServiceNow. And Session 1693 in which the state of Tennessee offers a retrospective on how they've reduced resolution times and improved their citizen services. How's that for a lineup? On behalf of Abhi, myself, and our entire government team here at ServiceNow, thank you for joining us today.

Deliver effortless customer experiences that drive long-term loyalty

SPT1541-K22

K22 K2022