Proactive Health & Safety: Reducing Risk and Strengthening Compliance with ServiceNow

Jeff Butler

All right, let's get this. Let's get this rolling here. So, welcome everybody to the “Proactive Health & Safety: Reducing Risk and Strengthening Compliance with ServiceNow” webinar. This is presented to you by Ondaro, ServiceNow, and our customer Avalara. Thank you very much for joining us today.

My name is Jeff Butler. I'm the general manager of Ondaro in Canada. And we're very happy to have you with us today to learn more about Servicenow's health and safety module.

So just going on to our next slide here. Here's a little bit of our agenda today. So we'll do a quick intro, then we're going to talk, do an overview provided to us by the ServiceNow team about the health and safety module and how it works and what it is going to help manage within an organization. Then we're going to get the client story from Derek, a customer from Avalera, who's joined us here today. Then, finally, we'll wrap up with a demonstration of the product, live demo featuring Heather Hubert, and then wrapping up with a Q&A at the end of any questions that might come along.

That said, as we're going along here, if you have any questions, we'd love to make this interactive. We've got a good group on here today. We'd love to see if you have any questions. You're either welcome to put those questions in the chat, or you could go ahead and come off of mute and ask your questions live. So we’ll, again, try and make it as conversational as possible.

Just before we get started, we would love you to be a part of the dialogue. And as you can see, many of you, I imagine, have been on Teams chats. But in case you're more of a Zoom user, you'll see at the bottom—you should be able to see the chat feature, which will allow you to put some questions in there or comments, reactions. There's also a “React” button, which, obviously, has the ability to put some reactions in there. And then if you click on the “More” button, you'll see there's a number of other components there around the speech showing the live captions. There's other options to allow you to control the show as we go along here.

And, yeah, I think those are the main components of what you should be interested in. And if there's no questions, I'll go on to the next chart.

Let's just start with a couple of the introductions of the folks who are going to be doing a lot of the speaking here today. So as I mentioned, I'm Jeff Butler. With us also we have Derek Nohr. Am I saying it right, Derek?

Derek: Avalara

You got it. Just like door.

Jeff Butler

Exactly. So we've got Derek, who is the director of corporate solutions at Avalara, joining us; and then Heather, an advisory solution consultant for workplace solutions at ServiceNow; and finally, Claire Russell, who is the staff outbound product manager for health and safety. So we've got a great group here today. We really appreciate you all jumping on. And perhaps as we get started, just for the sake of time, maybe our presenters, as you get started, you can just give a quick intro to yourself and tell us a little bit about yourself as you get started.

With that, I'll go on to the—well, just a very quick ad, if you will, for about Ondaro, just in case you're not sure of who we are. We are a ServiceNow elite partner across North America and the Americas for that matter. And as you can see, we have capabilities and resources across the ServiceNow platform. And you can see some examples there. So if there's any questions that come up afterwards, just wanting to—obviously, our area of focus is really on the implementation side, and we have experience implementing this with a number of clients, including, obviously, Derek, who's on the line here today. So if you had any specific questions around that implementation side, we'd be happy to have that as perhaps as part of a follow-up conversation.

With that, we'll go on to the next slide and, in fact, I'm going to stop sharing and then pass it over to Heather.

Heather Hubert

Claire.

Claire Russell

Yes

Jeff Butler

Claire. Sorry, sorry.

Heather Hubert

All good.

Claire Russell

No, all good. Very nice to meet everyone on our call today. My name is Claire. I'm one of the product managers for our health and safety product. And as we started pulling together our slides for our presentation today, I wanted to start off with the investment initiatives. As we're building our product, what are we thinking about for our customers and the outcomes they're looking to achieve?

The first goal of ours with our product is how do we make safety digital and accessible? How do we put it in an easy-to-use, intuitive way for all employees across your organization, not just employees that are out in the field or in your workforce, but also for those that are using the solution in their day-to-day, like your safety teams? We meet with our teams. We have a really amazing design team. And we actually think about how do we make it intuitive? How do we make it mobile first? How do we incorporate AI to make the experience a positive safety experience for all users?

The second investment initiative—and this is really focused on the core of safety—is how do you reduce incident severity? By nature, not all incidents are bad. Reporting incidents is actually a practice that's encouraged for all safety teams. But how do we make sure that the likelihood and the severity of an incident from occurring is reduced so that maybe those incidents are still being reported, but they're not resulting in injuries and days away?

The third area and a huge part of ServiceNow is workflow and automation. We are always building and making sure that we automate investigation and response with notifications, with different workflows, and with agentic AI use cases.

And finally, the fourth initiative. And this is a newer one for us. I'm really excited about showcasing and talking around this new initiative: How to support environmental compliance? EHS has E in it. This is our new iteration and our first release actually towards E. But how to maintain compliance for your safety teams for your environmental teams across the business? We're very excited about this, and we have some road map and some exciting things around that later.

Now, our goal at ServiceNow is to build all of our applications on one unified platform. This is built on the ServiceNow platform that you know and love. And we have built all of our applications to work together in one suite of a health and safety product. As we started building out health and safety, we got feedback from a lot of customers that either they are working on SharePoint, they're working off of Google Docs or Excel sheets. They might be working with six Plus Point Solutions. They might have a solution for reporting to the government. They might have a solution for incident or claims. They might have other solutions that they're working through. And what this resulted in was a lot of overhead, a lot of tech debt, a poor experience for employees, for safety teams, for IT teams. Our goal is to put everything on one platform to create that consistent and unified experience and ultimately create a culture of safety for your organization.

If you're curious to know what is actually in our health and safety product and what ServiceNow has been building, we've released now quite a bit of modules. I used to be able to feel like “three modules.” But over the past three years, we've been heavily investing in our health and safety product. I won't go through all of these. I would nudge you to reach out to your sales team after our call today, and Heather's going to show a really good overview of our health and safety product.

But just know we have a lot of amazing features here. Whether it's collecting incidents—injuries, illnesses, near misses—maintaining cases from an occupational health case perspective, we connect out-of-the-box with HR service delivery for reducing silos across departments.

Within risk management, those are all of those risk mitigation strategies—risk assessment, inspections, audits, maybe conducting a permit to work.

Environmental management is that new area; our environmental compliance. And our first iteration of that is chemical management: being able to maintain all of your chemical information. And we've partnered with 3E for those automatic updates of that chemical information as well as safety data sheets.

For those that are coming on site, perhaps performing maintenance or doing other types of tasks, we also want to keep not only your employees in your workforce safe, but contractors who might be doing work. What we've done there is be able to maintain contractor information, but also assign out prequalification tasks. And we have a dedicated portal for them to keep all information secure.

And then lastly, within critical event management, we are able to help in this case of an emergency. If there's a fire, if there's maybe a snow or ice storm and you need to notify all of your employees that are at that specific location—not only notify them, but task them to check in and give a status update—we have our critical event management application.

Again, as we're building our applications, we're really thinking about how do you create that unified experience and reduce the areas that both your teams and your employees need to go.

Jeff Butler

Claire, just before you move off this one, I guess the question I would keep in mind on this was, just looking at these elements that you have here, I would imagine some clients—a little bit more like Derek, like any organization—they're going to have adegree of the requirements around managing health and safety because, obviously, health and safety is a part of any organization. But I guess I'm just wondering, do you have a sense of what percentage of our clients are really the big power users? The utilities? Folks in the military? Perhaps other, larger organizations versus your more casual users? Do you have a sense of a breakdown of those two?

Claire Russell

Yeah, actually, it's been really interesting working with all different types of those clients. We have both higher-risk clients—those that are working with the armed forces or oil and gas—all the way for lower-risk clients. I think the biggest common misconception is that safety is not important for a lower-risk client or that safety is only a priority at a higher-risk. I think creating a culture of safety is important for all businesses.

In terms of our client base, we're actually pretty evenly split. It's really interesting to see that we’ve built a product that's flexible for higher risk but also lower risk. We’ve built a product that's global for our customers that might be in Canada or just the US or working across the globe. As we're designing the product, we want it to be flexible, we want it to be scalable, but at the core of it, we want safety to be and creating a culture of safety.

Jeff Butler

Excellent. All right. Well, thank you very much.

Claire Russell

Yeah, of course. I just wanted to cover one last slide on the value evolution and where we've grown. This is a huge investment of ServiceNow. So excited to see everyone on the call here. We’ll continue to release our updates.

But if you're like, “Wow, when did ServiceNow get into the health and safety space?” we have highly been investing and growing our product based on our customer feedback, based on that customer demand. So we're really excited to showcase this to our customers today. I think later on we'll have some time to show some of the road map and what we're looking on—I mean, the slide needs to get a little bit bigger. I think we're running out of room here. Then we'll showcase what we're working on.

But Heather, I'd love to pass it over to you to give our demo.

Heather Hubert

OK.

Jeff Butler

Actually, sorry, we're just gonna jump very quickly over to Derek, and then we'll go to Heather, if that's OK.But thanks very much, Claire. Thank you for the update. All right. And I will bring up the slides that we were just looking through here. One sec.

Derek: Avalara

Yeah. While you are doing that, I'll do the introduction.

Jeff Butler

Yeah, go ahead, please..

Derek: Avalara

Everyone. My name is Derek Nohr. I'm the director of corporate solutions here at Avalara. Avalara is probably the biggest technology company that no one has ever heard of. We play in the tax compliance space, and as Heather was saying, we are a low risk for health and safety. We're not doing high voltage, we're not digging, we're not driving heavy machinery. We're coding tax-compliance solutions. So it was a little weird when Jeff asked me if I wanted to come talk to you guys about our use of health and safety because we are a low-risk company, but we still have it deployed. So I was interested, and I'd love to talk a little bit about it so these people in low-risk industries like I am, there's still some utility that you can get out of it.

Avalara is a tax-compliance company, as I said. We're about 5,500 people. We're a global company. We have primary offices in Seattle and Durham in the United States, and Pune and Noida, and also Brighton in the UK. And we have a lot of ServiceNow. One thing that I'm always, when I'm talking with people in the EMI space, I want to know what they have and how big their team is. For those of you on, I'll rattle off all the modules that we have. We have HRSD, ITSM, Workplace Service Delivery. We have GRC and IRM. We have software asset management. We do a little bit of hardware asset management. And we have security operations.

So that's a ton of stuff that we have. And my charter is basically to continue the deployment of ServiceNow throughout the company, to provide back-end efficiencies, to save us money. And I have 12 people on the team. I have a TPM, I have two BSAs, and the rest are a mix of ServiceNow developers. So that's 12 people supporting all those modules that I just rattled off. And we're relatively new into the ServiceNow organization. We're probably going to celebrate our fourth anniversary this summer, so relatively new. A lot of stuff deployed. Relatively small team. And it's been absolutely wonderful.

Now let's talk a bit about health and safety and how this came about. Two-ish years ago we were using Ondaro to help us deploy the HRSD module, and they said, “Hey, there's an integration with this health and safety function with HRSD. You guys interested in it?” And I was not even thinking about health and safety at that point. I already had WSD in the pipeline to be deployed. And I realized that those things would play well together to be able to respond to incidents and workplace issues. And so, thankfully, Ondaro raised their hand and said, “We can also do this for you, and we can get this thing deployed.”

So I went and shopped it around internally and realized that we really didn't have a process for health and safety. We basically had a bunch of Google Sheets that were restricted by location for those people to track issues and work issues to conclusion. That sort of thing. The problem with that is that it's the one guy that's responsible for the Seattle office is dealing with the Seattle office. And if he goes away, then someone else can't pick up that work. So by moving to ServiceNow, we had continuity of support for issues across buildings. Also, we had commonality enabled that we can see that maybe we have a chair problem or something like that that Workplace Service Delivery can action. And there was no—zero—top-level visibility for the leaders in that space as to see what's happening at the buildings and what the root cause and proactive actions would be.

So that's where the health and safety module came in. I'm happy to report that you can now self-report any incidents through our Employee Center portal that we have. Next, taxonomy item for health and safety with a simple catalog item. You just fill out the details. You put the floor. We're integrating with Mapped in that space to pick out what building you're in and where the incident might have happened. And that provides—we set up a course back in groups to be able to handle all this sort of stuff. And we created some sweet dashboards for leaders to see where incidents are happening across that nice little visibility of the global, country-specific locations with the various sizes. For the circle sizes, for incidents, we have really deepened dashboards that I know that the people of the senior leaders in both HR space and the WSD space really, really appreciate.

Again, we're low risk. But that doesn’t mean that we are zero risk, and that doesn't mean that this is not important. Again, we uncovered the rock there and provided some efficiency for something that was not a problem because the people managing that were just dealing with a very fragmented, not-streamlined solution.

So, Jeff, you can go to the next slide.

Jeff Butler

Actually, just one quick question, Derek, before we move on. So I noticed here you have here “Uses Incident Management exclusively for Health & Safety.” So that would mean if somebody does put in a health and safety incident—and, obviously, anything around PI, obviously, there's a degree of sensitivity with that. So meeting somebody in the IT team wouldn't necessarily have access to that incident. Is that safe to assume?

Derek: Avalara

Yeah, that's correct. I mean, one thing that I really love about ServiceNow is its fragmented access controls, right? Just because I enter a ticket in my particular region means it is completely locked down and restricted. So, yep, absolutely, Jeff.

Jeff Butler

Only the people who need to know are able to see it.

Derek: Avalara

Absolutely. And I gotta tell you, that's one of the biggest things as I look to make improvements with PII and all the other sort of things everyone's super keen to ask me is, “Are you sure? Are you sure it's restricted?” And ServiceNow has made it really easy to put access control lists in place to make sure that that data is indeed protected.

Jeff Butler

Perfect. So talk to us a little bit about your future. What's next for you guys?

Derek: Avalara

Yeah, well, you know what? As you said, we're only using the incident management thing. And what Claire showed, that is very, very small as ServiceNow has added a ton of new functionality to this product. So I'm gonna continue looking at new functionality that they're gonna be doing. But the big thing—and I'm gonna toss it back to Claire for a second—is this ESG metric stuff.As Avalara is maturing from a compliance perspective, ESG reporting and our various reporting that we need to do for all of our governments where we exist, we’ve got to do ESG stuff. I'm talking with the VP of compliance. We're going to see how we can bring in health and safety as an ESG component. But Claire, what do I need to know about how to make this stuff work together?

Claire Russell

Yeah, no. I'm so excited that you're looking into ESG as a huge point of topic. I think this is something that we're gonna have to have some follow up conversations on. I love to see facilities management and ESG here. It's definitely a large investment from our product team. So we'll circle back.

Derek: Avalara

Awesome. I love it. So I think my ESG point of contact wants that one-button solution to create an extract for submission to the US government. So that's what I want to do.

So yeah. All right.

So that's the stuff that's coming out, that's coming with Avalara. Jeff, I really appreciate the invite. I'll be sticking around if anyone has any questions.

Jeff Butler

Excellent. Thank you very much. And yeah, as I said, if there are any questions, do please reach out.And with that, I will pass things over to Heather for our demonstration.

Heather Hubert

OK, so with the time we have left, I'm gonna skim—with the amount of time we have, that's about the best I can do—but at least give you a sense of the breadth and depth of what is a part of our solution in health and safety today.

We are much more than incident reporting. We are much more than talking about things after the fact. We are focused a lot about keeping people compliant, proactive in mitigating risk. I'm gonna go through the employee experience and touch on a few different areas that we have up and running today, including referencing where we have applied our agentic AI experience, especially around the conversational intake of requests and questions, etc. We're always about easing the friction that there is with people, especially boots on the ground and people out in the field. They're not always in front of a desktop. So I will talk about how we're consistently thinking about the deskless worker, especially in this regard. And then I'm going to switch gears and talk about the health and safety professionals that work with you and for you and what their experience are in this solution. We'll talk about analytics and, again, to Claire's point, a lot of our development in the environmental management space, and give a sense of some different processes and tools we give you around mitigating risk again. And last but not least, certainly address what is so common of a persona in this world, which is your vendors and your contractors, elaborating on how you can work with them digitally as well as in person in your pursuit of risk mitigation.

So with that, I'm going to open up my screen here, and let's get the PowerPoint out of the way.

Michael Nguyen

I believe Heather just dropped off by accident.

Jeff Butler

I was wondering, she got very quiet, didn't she?

Derek: Avalara

Well, I'm sure she'll be running back very quickly, right?

Jeff Butler

Alright, well. We'll. Well, just sit tight for a second here until she's able to return.

Kristin Quinn

Must be a very powerful demo. It just took over everything.

Jeff Butler

We did have an incident. The other exactly, we did have a situation.

Kristin Quinn

She's coming back now, so.

Jeff Butler

Yeah, here she is. She's back.

Heather Hubert

That is a first for me. That is a first for me. My apologies guys.

Jeff Butler

Hi, Heather. That's OK. We had a colleague the other day who was in the middle of leading a call, and then all of a sudden, a tree took out—and he lives in a very rural area—the only internet, including internet to any cellular. So he had to drive into town to complete the presentation, yeah.

Heather Hubert

Wow. Well, not the same here, but probably the same sort of interruption. So apologize for that,

So, without further ado, the employee experience. It starts with Employee Center as a portal, but certainly we are omnichannel, so being able to ask a question through something like MS Teams or Slack or being able to still send an email and having some configuration behind the scenes to intake those emails. We're still doing all of those things. It's just easy from a demo standpoint for us to show it from a portal experience.

And one of the things that we continually think about here is understanding how to ensure that news and communication, new policies, new things that are happening here that you can provide some additional pages of content and context for people to go to and drive them to you through ongoing communications. Also, give them a quick and easy way to submit a question or request of something like a permit to work. This is just an example of a microsite here today that we just wanted to give you a sense of food for thought that it doesn't always just have to be the intake process.

Now, with that being said, I want to show some examples here from the employee point of view. We're going to start here with, really, a lot of the work here around our environmental management. And so we have something called the Chemical Library. And for those in the health and safety space, this is a pretty familiar concept where you can bring in your different safety data sheets and any sort of information from a chemical and nonchemical product or substance that you need to manage compliance in the use of.

So here's an example for Emily where there wasn't anything necessarily at her location, but when she broadened the view of the library, she could see some different chemicals already in motion. If she looks at something like the acetone, she can get some different information, such as the synonyms, the intended use, the approved locations for it, any sort of hazard information that's been recorded on that, and certainly drill into documents such as actual safety data sheets and any other type of documentation that you want to provide easy access to your employees.

Now, certainly, this experience is also very possible on a mobile phone or a smaller screen device. And certainly understand that this kind of depth of information is being supported here through our work with two entities. One, of course, is when we get into the hazard information, we have automatically brought in the UN's standardization on chemical documentation, which is called the GHS. Right now, the latest is revision 10. So that comes with your being a customer of this particular solution on the platform.

And then, of course, if you want to expand upon these sorts of documentation elements in SDS sheets, we also have a prebuilt connection with a company called 3E that can also help you build out your library if you see fit. And certainly, if you're doing something with a provider like 3E, that's always going to keep your data and the depths of that data up to date.

Now, certainly, if you're out here looking for a specific sort of substance or chemical documentation and you're not seeing it, we do provide workflows for front-end employees and perhaps even subcontractors if you wanted to broaden the scope here of being able to request that something is added to the library. Now, here I have a pre-filled-out form, but I'm just going to take the check mark off here first because we do want to make sure that people are ensuring that what they're requesting isn't already there. But as soon as I hit the check mark for a new chemical, I'm into this process of completing these sorts of fields. Now, this is a completely configurable form, like anything else in ServiceNow. And for demo enlightenment, a lot of this is pre-filled-out for me today to give you a quick sense of depth here of what we're containing. Certainly in the world of requesting additional resources like this, you might want to give your people the opportunity to mention or pull up a previously done risk assessment around the chemical, and perhaps even a job safety analysis that was previously done. All options, of course. And this begins to give you a sense of the depth of functionality and workflows that we have in this solution. And we'll cover a couple of these yet today. But forward here in the lifespan of your use, you can certainly bring those in during the request of a chemical addition to your library.

So I'm going to stop here. You'll notice it's currently at “Pending review.” And when I switch gears here to another persona, such as a chemical manager, I'll pick up the ball here into getting that chemical detail approved and information completed and pushed back out to the library. I'm going to take this opportunity to show another quick experience here, such as permits to work. And again, you can give access to the appropriate people to fill out a similar form. And as I said earlier, this is just as configurable as the first one we showed. But this is what we're providing out of the box, prebuilt for you. And again, for today's purposes, we've prepopulated a lot of the fields. But the reason this forum is as extensive as it is is because, in this scenario, the user has pulled three different types of permits, all to request in one flow. So, certainly, the form could be shorter, and I could just request one, two, or several more.

As I submit this process, you're going to notice here a ticket screen that lets me know that the submission was successful. Certainly, I could go back and already come back and look to ensure that I filled it out correctly. I could certainly in the future upload some additional attachments if someone calls me and asks me to add some additional details than what I did before. But again, from a demo perspective today, I'm going to hit refresh, and you're going to notice—and sometimes it takes a few more minutes—some additional actions for the user to—maybe it's, oh, it's still spinning—to be able to do some checklist, whether it's a prechecklist, or waiting till the permit has been approved and then be able to do some closeout checklist.

Certainly, we also offer the ability to print and look at the approved permit when it's done. So I'll at least show you the printing here, since time is my enemy today. But please understand those additional checklist opportunities and approval workflows are all possible here with the permit to work experience.

Last but not least, for Emily here, my employee experience or persona, I wanted to give a chance to talk about observations. They're just as important as, if not more important than, being able to, from a compliance perspective, record incidents. And you'll notice here we do, of course, have the ability to do an observation of any kind. And this gives you a sense here of that option.

I do want to bring back up here my PowerPoint, because we do offer the ability to do—there we go—actual geolocation if you want to set up the Google Maps API integration in your instance. And certainly, when people are on phones and they have the device location ability turned on, we will automatically place a pin where the person is located. Now, if they need to search for a different location, of course, and certainly for customers that don't have that location turned on or aren't allowed to, the search location certainly allows some additional flexibility there.

But what I really want to show here in terms of observations and coming out and and basically perhaps being a whistle blower even and suggesting there's a concern that someone really needs to look at is we certainly offer the ability to do it anonymously. So as I do this, notice it has just disconnected me and unlocked me from my portal experience. And once I'm in this additional portal view, I now have the ability to submit anonymous reports. This is truly untrackable in terms of knowing that it's me that's putting in this concern. Now, the similar fields are going to show here for the user, and once I'm done doing this, certainly, Captcha can be an element here that you proceed with. But once I submit, I'm going to get a record key that allows me to continue to stay informed of the progress of the concern I reported and also to perhaps update information while remaining anonymous. Now these will continue to go through the process to the back end of your health and safety team. It will show up as anonymous, and, of course, your team can manage these questions and hand raising of misses and concerns, just as if somebody decided to do it publicly.

So that being said, we're going to close a few screens here. And let's look, truly, from the incident management perspective. So here is our out-of-the-box form where we certainly always ask for dates, give you a preset of categorization of incidences. And, of course, this is configurable as anything else is. And again, for demo magic today, I have some pre-filled-out forms. The biggest thing to understand here is, again, we have that map experience or being able to designate through a set of fields where this actually occurred. And we have some options here around saying who is involved.

So I'm going to start here from the injury standpoint and notice that we could do it for any type of persona, not always the quintessential employee. So I'm going to go here to Emily. I'm going to select an injury type again. Drop-downs are configurable. And we're going to say here, because it's a ladder situation, let's say she did something to her ankle. Now we're certainly allowing here, in terms of this particular body part, to offer or provide several injuries in that same location. So perhaps there's swelling. And that's minor. But there's also a deep cut in the same area, and that is actually of more concern. So as I fill this out, you're going to notice our color coding here is going to change and add some additional elements there. Now, on the back end, as time elapses and we're finding out more about her injuries, additional details can be added from your health and safety team. Also, if there were witnesses, if there were other types of party or affiliation here—casual party, a safety team member, etcetera—and then certainly being able to add their names if they're not in a record already. Adding hazards, adding assets. Certainly, if I was on a phone, I could take a live screenshot of my injury or the injury of the person being injured, and then submit.

Now this can all be done conversationally in a chat experience, and certainly as we started today, that chat is spinning. So we'll just speak to it today. If you're aware of what ServiceNow is doing here from an agentic AI and conversational experience, all of those fields could be presented to me in a chat experience. And that certainly could be done through communication tools like MS Teams and Slack.

I'm gonna pick up the ball here from the health and safety team perspective. We have a dedicated experience here called the Health and Safety Workspace. And if you've never seen workspaces in ServiceNow before, they're all ultimately structured very similarly in that, based on your security rights or your security role, you're gonna see a multitude of modules within this particular dedicated space. And you're also going to see a home experience that gives you some preidentified metrics and KPIs that your team has identified as most important to keep real-time tabs on. Now, what you're seeing in my environment today are a handful of ones that we provide you out of the box and prebuilt. But again, if you're somewhat unfamiliar with ServiceNow, each one of these tiles represents a data visualization or some sort of report configuration that was built and then shared out appropriately. So you can create dashboards as you see fit. You can determine your filtering as you also see fit. And then, again, of course, manage security to ensure the right data is seen by the right person.

So as we dive deeper here into things like incident management, risk management, and certainly the data here will populate as the screen refreshes. Just keep in mind that these can be your KPIs. They are real time. And we can even get into something called performance analytics where we can assess trends, predict the potentiality of something else happening—which, of course, is pretty impactful when you're talking about something like health and safety activities.

So with that, let's pick up the ball a little bit with some of the things we did on the front end. So I'm going to start here in my module experience from a lot of the recent innovation we've done in the space of environmental management. And certainly, Claire's gonna talk about how we're gonna build upon this throughout the year of 2026. But as I open up and expand my list here, you can see that you can manage your library of chemical documentation in terms of groups. And we don't restrict you in the grouping. You can group your documentation however you see fit. As I go through here, you can see those same chemicals that Emily was seeing earlier. And these are what they look like on the back end. And again, you're going to control who has rights to manage this detail. If you're using an integration, such as the one we provide out of box through our partnership with 3E, a lot of these fields are going to become prepopulated and stay populated through an ongoing data integration with—what is happening there? Sorry, that was such a delay. So you can see the sorts of details here. Proof locations, cost centers, intended use. Also, you're getting into the hazard information and the ranking thereof. You can also notice here, this is a standard experience in the ServiceNow platform: what we call our activity stream.

So as additional information is added or we're adding some approval functionality to come in here and review, you're going to see all of that happening here on the record itself. So here we're seeing that hazard identification. We can break down this chemical in terms of the ingredients and the items that are found across your locations, any request that was done to add it to the library (I'm going to show that to you next), and then, of course, your ability to add some different kind of documents.

I'm going to go back here, and let's look at the chemical request process. So we just saw where Emily had answered or requested that this particular chemical be added to the library. And we get into a workflow here where somebody like Michael Scott—let's assume he's a chemical manager—he's looking at what Emily initially submitted. He could continue to add additional details and fill it out more deeply and then certainly submit it for the first round of approval. That approval could be an email, a text message, an MS Teams to their appropriate person on your staff to take a quick look and say, “Yes, this is something we want to proceed with.”

And as we do that—and again I'm going to hit refresh—now we're into a deeper process of creating the chemical itself. We're going to additionally add some approvers to that. We might have some actions such as we need to do a risk assessment, we need to start doing some JSAs. Again, however your team defines the process, we will work with you to build out a workflow here that that closely or enables you to do what you need to do. We have this particular flow here out of the gate, but it's certainly configurable and modifiable to your needs.

So as I go through this, now I'm getting into that perhaps 3E integration where a lot of this information was automatically populated because there is a connection between the data name of the chemical that was being requested and what's matched on the back end through that provider. But if you're not using that integration, certainly not required. You can manually fill this out and again go through the process of pulling other people across your team to help you complete what you're doing here, and you also notice that as time has elapsed in my, you know, demo magic world, we're starting to. Tag some risk assessments and be able to see how those assessments came out from a historical point of view. Be able to see what that request was originally and how it went through the approval history. And certainly if there are any additional actions even after the point that the chemical approval process in population has completed, so there can be things like now we need to do training, we now need to go out and do a check in the locations we have approved this. Chemical to be stored in and this is your first introduction here to what we call actions and what we're doing around the world of CAAPA. So whether it's a risk assessment, an incident. That's been recorded or in this case a chemical being requested to be added to the library. We offer this ability not only to track the actions and to assign it, but to think about different types of, whether it's actually learning, which could be an integration with a learning content provider and actually give direct link to a course whether it's preventative corrective, etcetera. And actually, as we get accustomed here to this. Area of modules. You're going to see here under configuration a master list of all actions that are being assigned. And how people are or manage them going forward? Oh, I think it was under cases, sorry. Always a master list. Here we go. Regardless of their purpose and why they were assigned a master list, and of course we have notifications and reporting that can manage our people. Doing them by the due dates you've you've given them. We can also provide action schedules where you can mass assign to a group of. People that meet a certain set of criteria, and you can also ensure that they repeat on some regular basis. So a lot of. Depth here of functionality around not just assessing but taking action. Which is probably one of the most important things that we focused on here in our experiences that we're providing. Going to move forward here under that safety incident that we placed as Maria on Emily's behalf, I'm going to go here to ones that are work in progress. And let's do all here. That will give me a better look. And let's look at most recently opened and that should get us to where we want to go. You see, there's been a couple ones here pushed in by Maria today and we're applying something that's a base functionality or experience of the ServiceNow platform, something we call playbooks. This is one that we've pre built for our customers. You'll notice there are several steps and what it does. It allows the team member from the health and safety. Team to be able to come in here in a very sequential regulated way, process the investigation and get to a point of a root cause analysis. Now as I expand all of these stages, you're going to see the different steps that within each. This is configurable as well. So as I go through it today, just, you know, can start getting thoughts of what the fields are that are appropriate in your world that you want to add. The types of associations you want to add. In the types of persona's that you want to track. Certainly if the incident actually involved an injury. We parse that out into an additional tab here where we have a lot of additional detail that is related to that sort of situation. We'd certainly get into the world of privacy and sensitivity about who can see this particular record. If it's super special, I can quickly block it from view of whether it's something I shouldn't see from this point forward. Or ensure nobody else sees it. And that's in your configuration about who and what. If you want to get into the days away from work and job transfer restrictions again be able to add some elements from a body picker situation and being able to again add multiple injuries of multiple types in the same. One. So let's say we also noticed there was a bruise here. So as you continue to do investigation and you're going through these steps. You can get to the point here where you can use agent assist that's going to pull in either previous knowledge documents or previously worked cases that can help this particular person. Manage the details and ask the right questions to get to the point of root cause analysis as we process this, we can also get into generating some regulatory reforms and also start to incur and invoke actions from our peers and colleagues. Such as if there was work time missed. We're gonna be talking about compensation claims and returning to work. So certainly here I can hit a create HR case and again this is just a suggested workflow. We can talk to you about implementing, you know, a deeper workflow if you have HR in place on the platform today when you implement health and safety, but the general concept here is to determine what data you're gonna share with them in their dedicated workspace. Race again. Being very private is what Derek and Jeff were talking about earlier. Privacy is the name of the game here, as much for health and safety as what we do in HR. So sometimes there are things here, your health and safety team need to see that HR doesn't. So when you're doing this sort of handing off and sharing a data, you're picking and choosing when it's time to share and what you need to share. So just to hold that thought. For justice, a brief moment, I'm going to go back here. To my employee. In this case it's a manager and you'll see that there's an example of what you could build here if you truly had that concept of invoking HR and your health and safety teams together on the platform. So this was an example again of Emily being heard on the job. Let's say she missed over a week of work and it's now time to be clear about when she's returning to work and what all needs to happen. Before her first day and beyond. So this is actually an experience from our HR service delivery solution. We use it for a variety of processes such as onboarding and transitioning to new jobs. In this case, we're using it for a return to work after an injury on the job, so you can provide a lot of different examples and activities here. Including even creating a request for compensation. Claim. So I'm just going to quickly show you here back to our set of a variety of forms that we offer out-of-the-box. Here's an additional one. I've shown a few today. I think this is the third or fourth one, again, just to show you the depth of prebuilt functionality. We're offering our customers, but you can pull all of this into an overall flow again, as you're managing the work as a health and safety team. Manager on the back end. One of the last things I want to show you here just from the pure incident management is being able to pull in some regulatory reporting. We do have some in-depth functionality. We don't have time to show today, but you can map your PDF fields to the fields that exist here on the platform and be able to quickly produce reports that you can then automate the sharing of and pushing out it to the appropriate parties. Once the investigation here has commenced, so whether it's OSHA or something, regulatory for Canadians, of course, I just wanted to show OSHA today. So give you a sense of what that's like, but any regulatory report from any sort of readable PDF form here can be plug and play and built out so that it's quick and easy when it's time to generate reports. And add that as a history here to your incident report. And there's an example of another one. So as I promised today, we didn't necessarily want to just rely on incident reporting because we have a depth of functionality here around things like job safety analysis, risk assessments, your ability to do inspections and audits. Again, a depth here that we don't have time today too much to go further in. I at least want to show a sense of what we're doing from risk assessments. You saw me reference this here a moment ago during the the chemical. Request to add. A new chemical to the library here is what that risk assessment experience looks like. First off, your ability to set it up and determine the risk matrix itself that you want to apply once you're in here, we're certainly graphically showing you your different matrixes matrices. Here's what the residual one in this case looks like versus the inherent risk. One you can pre build your risk matrices. To any number for any multiple. Purposes that you need and what's happening here in this risk assessment overtime as you're looking at different hazards and controls and going out and doing different job safety analysis and testing. Really. What was it when you started versus what was it as you continue to apply some actions and controls, we're doing an overall assessment here of a finalized inherent risk. And a finalized residual risk. And again, that ability to assess actions as the assessment continues, we're doing that here throughout SO12 last things, I think that probably make the most sense here at the time left. And then I want to make sure Claire has a moment or two to talk about. Our road map is just to quickly remind you that we are mobile enabled here and I'm gonna just dive in here to a technician. That is not a technician. Sorry, a health and safety member and let's go to home and whether they're working an investigation on site of an incident or they've been asked to complete an inspection, that's what we're doing here in this world. So I can take the inspection at any point in time. I had one set up here. There we go. Or maybe I need to assign it to me, but notice that I can take the inspection survey. Right here from my phone. So when we're doing this and I'm just going to put a couple letters here and get started into the inspection, you'll notice that I can create actions at any time. So we are constantly looking at how we can enable your team and your employees at large to consistently improve their safety on the job. As I said, one other thing. And then clarifying, I'll let you have it is what we're doing here from a contractor management standpoint. So we provide a portal for contractors and we have a variety of ways to get various members of your different contractors access to a portal. But what? You build their access from here is really up to you. Here's a few examples of, you know, periodically asking for their Co is perhaps asking them to do training. Again, you could ask them to be a part of your permits to work or your JS as it's really providing a digital way to ensure there's a collaboration between you and whoever is doing work on your behalf to practice the same philosophies of safety that you have for. Your own people. So with that clear, I'm going to stop sharing and give you a few moments here to talk about what we're doing from a road map point of view.

Claire Russell

Awesome. No, thank you, Heather. That was wonderful to see. So I just wanted to end on some of the features that we've been working on from a road map perspective. So these are actually coming in our Q1 release. So they will be available for our customers and the first use case that I wanted to cover is our incident pattern detector. I'm really excited about this specific one. Because we've gotten tons and tons of feedback from our customers that. There's so much data that safety teams have to manage. If you have your employees and your contractors reporting incidents, there could be thousands of incidents that you have to analyze. So what we've done is build out an agentic use case in order to proactively identify trends. So you're going to be able to come into your workspace right away. You'll be able to see identified trends. This could be based off of location. It could be based off of incident type. It could be based off of. Any attribute really that is a grouping of three or more trends that are going on in your organization. It will take into consideration too. You know your specific role, your specific location, but I'm really excited about the time that this is going to save our safety teams. The other day I was talking with a customer and he's like, I just want to check engine light. I just want to see what's going on proactively across my organization and not have to pull all of these metrics myself. So the other thing that this isn't going to do is not only. Let you know what's wrong, but let you know how to fix it. So will actually generate action plans for remediation. So it will cross check previous actions that have been created in the system. It will also look at policies and procedures for suggestions. So it's going to save quite a bit of time for our safety teams and then with the spirit of environmental compliance, the other really big update that we're doing is actually including a regulatory overview. Workspace within health and safety. So this is actually going to be. Part of our environmental management application and we do have a partnership with three E to pull in those regulatory updates. Our road map has quite a bit on it for regulations, but as we know, safety teams have to manage tons of regulations. So depending on the industry you're in, the location that you're in? So again, feeding proactively notifications that things are upcoming. And then also benchmarking it to your audit. So perhaps you've done an audit and you want to see how compliant we are to that specific regulation. So here we have some OSHA. You could do ISO certifications. They were very, very excited about this one. Those were just two use cases. We do have quite a bit coming in our upcoming release, so stay tuned for that. And with that, I'll just pass it over. Thank you all for joining our webinar today was really nice to see you all.

Jeff Butler

Indeed. Thank you very much. Thank you, Claire. Thank you, Derek, and thank you, Heather, for participating. I hope this was a a valuable session for that, for for everybody who attended, and anyone who's listening to the recording afterwards. As you can see down here, we're basically at time, so we don't have a lot more to be able to take live questions, but if you. Do have questions or comments? There is obviously in front of you here the the e-mail address to address those two. And we look forward to to sharing that is it Claire? Is it possible for us to share the materials that you had as well or any of the materials you were sharing earlier? Could we put that to our website?

Claire Russell

Absolutely.

Jeff Butler

Great. All right. Well, we will also put a link to that as well.

Claire Russell

Of course.

Jeff Butler

And again, special thank you also Derek for you to joining today. And it was interesting to see some of the stuff around the ESG that's coming soon. That's great to see because we all know being compliant is very important and also but as you said, Claire. Really about can we do this without being extremely time consuming and challenging? It looks like a lot of the kind of the agentic components etc. Have have slipped in there. So thanks again to our team here. We'll let everybody go from here. But thanks again for being a part of our webinar today. And as I said, if there's any questions, please don't hesitate to reach out. Thank you all.

Claire Russell

Thank you all.

Jeff Butler

Bye for now.