Federal Fridays with ServiceNow (Government)

Since the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing automated optimization, and adopting the cloud. But overcoming challenges around legacy systems, entrenched culture, and talent retention can prove costly and time consuming at a time when speed is crucial.

During this webcast, government and industry leaders will explore the people, processes and technology required to run a successful software factory and share how federal agencies can apply lessons learned from the Department of Defense.

See video recording here: link to YouTube (https://youtu.be/yExwpO38Fz4)

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Transformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above?
Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation.
Specifically, you’ll learn: What transformation means in the context of individual roles.How to get funds for your own modernization priorities.How successful organizations have made big and small transformations at their agencies.

Speakers:
Jonathan Alboum, Federal CTO, ServiceNow
Susan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid Services
Fredy Diaz, Deputy Chief Data Officer, U.S. Department of Agriculture
Glorimar Ripoll Balet, Director of Product, United States Digital Service, Executive Office of the President (Invited)

See video recording here: link to YouTube (https://youtu.be/G0BLIPmNW2Q)

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Improving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.

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An agency’s ability to execute on its mission comes down to the people supporting that mission: the workforce. Without a backbone of human capital with the passion, drive, and innovative force to translate new ideas to reality, any overhaul in customer service delivery falls flat. In this session, experts in customer experience and employee engagement make the case for a holistic approach to CX, starting with the employees, and share their roadmap for success in treating employees as customers.

Speakers:

• Nicole "Niki" French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security
• Pam Van Meter, Principal CIAM Specialist, Okta
• Ron Vickery, Area VP, Customer & Industry Workflows, Government, Healthcare & Higher Education, ServiceNow
• Amber Chaudhry, Chief Experience Officer (Acting), Department of Housing and Urban Development

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Today's guest is Yolanda Inchauregui, Senior Manager, Support Account Management Services at ServiceNow. Based in Washington DC, Yolanda is a Project and Relationships Manager with over ten years of experience in enhancing processes and key relationships, reducing operating expenses, and eliminating unused resources.

Yolanda is focused on the management of diverse teams, relationships, and expectations with record of success in high-pressure environments. She is a producer and presenter of data visualizations and briefs, to senior civilian and military leadership, that precisely lay out strategies for improvement, change management and successful execution.

In this episode, Yolanda discusses:
• How she got into the world of ServiceNow
• An insight into her role as Support Account Manager
• Bringing success through a great team, trust, prioritization and handing pressure
• How ServiceNow supports veteran inclusion and career development
• Challenges in helping veterans transition to corporate jobs
• How international exposure enhances open-mindedness, curiosity and acceptance

See video recording here: https://youtu.be/eEBd4lhFj7s

To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow them on LinkedIn, Instagram and X @ServiceNow. You can also connect with Yolanda directly on LinkedIn.

This episode is hosted by Mark Kelly CCO at Alldus

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As agencies work to keep pace with the digital expectations of their users – both employees and citizens – hyperautomation may prove to be an effective modernization approach.
Hear Gus Pastore, Director, Creator Workflows - US Federal, ServiceNow, explore how hyperautomation is not only achievable, but how it can transform the way organizations operate.

See video recording here: link to YouTube

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This session will highlight several applications created by Federal agencies using ServiceNow Creator Workflows. Join us to find out how agencies quickly developed digital solutions to meet their unique mission challenges. Learn how a low code approach provides high value for app development.

Featured Speakers:
• Chris Geer, Creator Workflows SC Technical Director, ServiceNow
• Brian Given, Director, Business Support Division, Federal Emergency Management Agency
• Steven Lock-Campbell, Project Manager, Department of Agriculture
• Michael Lovaas, Branch Chief, Federal Emergency Management AgencyGlen Wood, Analytics Operations Officer, U.S. Navy Chaplain Corps

See video recording here: link to YouTube

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The Biden administration’s executive order on transforming customer experience (CX) put people at the center of everything government does. To rethink government service delivery and create lasting change, agencies must take a holistic view, spanning financial, human resources, legal, data, and technology teams; empower employees; create seamless workflows; and more. Join this session to gain variety of perspectives on CX best practices and learn how one agency built constituent trust through efficiencies and transparency using Public Sector Digital Services from ServiceNow.

Featured Speakers:
• Ron Vickery, Senior Sales Leader, ServiceNow
• Maria Bertucci, System Administrator, National Finance Center, Department of Agriculture
• Doug Freeman Director of Customer Experience & Human-Centered Design, Department of Commerce
• Pamela Scruggs ePermits Program Lead, U.S. Fish and Wildlife Service

See video recording here: link to YouTube

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Today's guest is David Hegarty, Director, Success Architecture – Federal at ServiceNow.

David is responsible for developing and maintaining C-Level executive relationships to help the client's product adoption and expansion of the ServiceNow platform. He leads a strong team to ensure proper practices, methodologies and tools to best serve their customers and their success. David is also responsible to lead a team of success architects, platform architects, and customer success managers to drive value for their customers across the Federal landscape.

In this episode, David will talk about:
• Focusing on customer value & promoting system efficiency
• Expanding ServiceNow across the enterprise for centralized efficiency
• Common trends such as analysis paralysis, silos, benchmarking and metrics focus
• Support pillars such as the success architect, platform health, upgrades & training
• Successfully saving $18 million in software licenses through collaboration
• Generative AI as an augmentation for developers
• How AI streamlines processes, prepares implementation and offers training
• Encouraging communication and collaboration among users and peers

See video recording here:Link to YouTube

This episode is hosted by Mark Kelly CCO at Alldus.

See omnystudio.com/listener for privacy information.

Today's guest is Nichole Francis Reynolds, Vice President and Global Head of Government Relations at ServiceNow. In her role, Nichole is responsible to build and manage ServiceNow's global government relations team and budget, as well as to report to General Counsel and work closely with C-Suite executives. She develops, leads and executes ServiceNow’s global government relations, public policy, advocacy and communications objectives.

Nichole's responsibilities also include to develop and lead alignment strategies to help grow the public sector business, and work closely with business units to accomplish corporate objectives. She helps develop strategies to educate governments about ServiceNow’s NOW Platform and technology solutions, ways their solutions protect IT infrastructure, and modernizing the delivery of employee processes and citizen services around the world.

In this episode, Nichole will talk about:
• How she got into the world of ServiceNow
• An insight into the team and her day-to-day role with ServiceNow
• Prioritizing global initiatives, staying accountable and focusing efficiently
• How ServiceNow builds relationships and supports military personnel
• Aiding government missions efficiently such as natural disaster response
• How the government relations team shapes AI legislation
• Seeking global AI law harmonization and promoting diverse development

See video recording here:link to YouTube

To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow on LinkedIn, Instagram and Twitter @ServiceNow. You can also connect with Nichole directly on LinkedIn or follow her on X @NicholeFrancisR.

This episode is hosted by Mark Kelly CCO at Alldus.

See omnystudio.com/listener for privacy information.