#Privacy: Tech responses to help customers deal with management amid Coronavirus outbreak

Digital workflow provider, ServiceNow, is among companies reaching out to customers, both in the private and public sector, with solutions designed to shore up cybersecurity and management as the COVID-19 crisis continues.

As part of this effort, the company has announced four new community apps to help its customers, including government agencies and enterprises, manage complex emergency response workflows.

“In this battle to flatten the COVID-19 curve, none of us is as smart as all of us,” said Bill McDermott, president and CEO of ServiceNow. “These ServiceNow applications will enable emergency outreach, self-reporting and exposure management, which are precisely what organizations need to do right now to help people get through this crisis.”

“We are particularly proud to partner with Washington State’s Department of Health to make an emergency operations app, which they developed on the Now Platform, available to all government agencies fighting this pandemic. This is all about sharing best practices, which is why we’ll do everything we can to get the Washington State app in use everywhere,” McDermott continued.

Emergency Response Operations app for government agencies

Washington State’s Department of Health, a ServiceNow customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID-19. Working with ServiceNow, the Department of Health is making the app available to all government entities at no charge.

“As the epicenter for COVID-19 in the U.S., the State of Washington’s agencies, emergency responders and public health professionals had to rapidly assemble an incident management structure to lead outbreak response and mitigate the spread and impact,” said Jennifer McNamara, Chief Information Officer, Washington State Department of Health.

“Leveraging ServiceNow’s Now Platform, we were able to digitize processes that allowed us to quickly resource critical Incident Management Team positions. This automated a manual and labor-intensive process that was fraught with errors while also providing real-time visibility into resource allocations. Improved accountability will allow us to secure the maximum federal reimbursement for incident expenditures.

“We are building on the success of this phase with automation of the other Incident Management Functions such as resource demobilization, planning, logistics, and finance.”

“Given the complexity and importance of community within this crisis, we believe it’s our duty to share our approach and the application we were able to quickly develop on the Now Platform. That’s why we have worked with ServiceNow to make our application freely available to other governmental entities. By digitizing these processes, responding to an emergency does not have to create an emergency to coordinate,” McNamara concluded.

Customer care plan

ServiceNow has launched a customer care plan to support its customers as they focus on maintaining business operations during the COVID-19 pandemic. This includes a commitment to maintaining virtually 100% uptime for ServiceNow instances; and launching a Now Community forum where customers and partners can interact with other customers, as well as an Apps Suggestions portal, where customers and partners can provide their ideas for COVID-19 related apps or features.

In addition to the State of Washington’s Emergency Response Operations app, ServiceNow has developed and introduced three, free of charge community apps to benefit all customers. The additional apps include:

  • Emergency Outreach: during a crisis, this workflow leverages the Now Platform to help companies connect with employees to assess the impact. Employers can reach out by email to provide information and safety measures and request a response to confirm if employees are safe and where they are located. Employers can also leverage the ServiceNow Now Mobile App to send push notifications to employees via mobile to get response.
  • Emergency Self Report: this workflow helps an employee notify their employer that they are self-quarantined and when the employee will return to work, and provides workflow support for the employer.
  • Emergency Exposure Managementwhen a company becomes aware that its employee is diagnosed with an illness, this workflow helps the employer identify other people who might have been exposed based on the employee’s meetings history and job location.

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