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Reimagining the public sector in the era of COVID-19

Mike Daniels
VP, Global Public Sector, Google Cloud at Google
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Google Cloud Next 2020
July 14, 2020, Online, San Francisco, CA, USA
Google Cloud Next 2020
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About speakers

Mike Daniels
VP, Global Public Sector, Google Cloud at Google
Roberta Reardon
Commissioner at New York State Dept. of Labor

Innovative and accomplished technology executive with a proven track record of success in managing, directing and contributing to large and small organizations. My objective is to make a significant impact for my company and my team.

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New York State Department of Labor Commissioner Roberta Reardon was appointed by Governor Andrew M. Cuomo in October 2015 to oversee the Department’s more than 3,300 employees. On June 15, 2016, Commissioner Reardon was unanimously confirmed by the New York State Senate. Previously, Commissioner Reardon served as President of the American Federation of Television and Radio Artists (AFTRA) from 2007-2012. She was the founding Co-President of SAG-AFTRA, a 165,000-member union for the entertainment industry, when the Screen Actors Guild (SAG) merged with AFTRA in 2012. After stepping down from that position in late 2013, Commissioner Reardon consulted for the AFL-CIO as Special Liaison for Common Sense Economics. She also taught in the Cornell/CUNY Labor Relations Certificate program.

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About the talk

Hear Mike Daniels, VP of Global Public Sector, share how Google Cloud has been helping the public sector rapidly implement digital solutions at scale in response to COVID-19. Learn about the various solutions we provide for governments and higher education institutions during the crisis, and how these institutions will continue to operate in a digital environment moving forward. Join this session to hear from New York State Department of Labor Commissioner Roberta Reardon to learn about their engagement with Google Cloud during these times.

Speakers: Mike Daniels, Roberta Reardon

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fullname: Mike Daniels;

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Hi, I might Daniels vice president of global public sector at Google cloud and it's my pleasure to be presenting at our first digital next on air. Over the past several months. Every one of us has been touched by the enormous sacrifices. That Bray Frontline workers at hospitals. Pharmacies grocery stores and distribution centers have made to allow our world to continue to recover. This moment in time is change the way we live and work is inspired so many of us to reimagine what's possible and challenge, the status quo to deliver digitally or government organization.

An academic institution, this changes brought on heralded speed Innovation and resiliency forward to service off when we needed them. Most from the first phase of the pandemic. Google cloud has had the humbling opportunity to help public sector organizations around the world respond to covid-19. Agency, and academic leaders at the highest levels have called upon us to partner and solve their most mission-critical challenges together. In the beginning, we helped her customers, navigate the rapidly evolving, situation, with agile, digital Solutions,

in a matter of days and weeks, we helped Implement government telework and virtual operations to ensure essential Services, contingent Princeton more than 70,000 employees working in. The Veneto region of Italy Healthcare System. Rely on G Suite to maintain their high level of service in patient care. During the covid-19 crisis, we helped bring millions of students online for distance learning, when schools closed in New York City alone, we rolled out Google Classroom to more than 1.3 million students to continue the school year virtually at home. In March

to militant daily meeting minutes on the Google meet platform, surpassed 2 billion minutes per day. We supported disease monitoring control and tracing programs to help government leaders better understand if that the virus spread at scale. For example, the state of Georgia developing web portal produced by MCX group in coordination with Google to help the state. Perform contact tracing the people who test positive for covid-19, our conversation has shifted the focus on helping our customers improve, the economic situation, We partner with states to

modernize, decades-old infrastructure helped millions in need with unemployment benefits. They were working together to mitigate risk and ensure other critical Services, remain attacked such as food, assistance or child and Elder, protective gear as unemployment rates have risen to unprecedented levels. Bring credibly proud of the positive impact. Our public-private partnership has had for so many of our customers. And for the citizens across the world, there is no better example of the good, we can do together and what happened at the epicenter of this fires, the state of New York, Hear

directly from commissioner Reardon of the New York State Department of Labor on how Google Cloud. Help New York reimagine. How does Imports are constituents at scale in response to covid-19? Commissioner. Thank you so much for joining me today and for answering these very important questions. Thank you so much for having me with you. I you know, I'm eager to share the experiences than what we've learned here in the state of New York from working with Google. How did covid-19 challenge in test your organization? We have handled literally three years of claims

in barely three months in one week. We had 8.2 million phone calls come into our telephone claims center and we normally handle about 50,000 calls a week in that Center. So you can imagine the volume was just overwhelming our online application. We took in 6 million sign-ons and a week and normally we have 350,000 sign on. So it was just it was unimaginable. Before the pandemic, our website supported about 800,000 claims a year and we have 2.7 million claims in a little under 3 months.

So it was, it was a tsunami and it was a tsunami that just kept coming and coming and coming. It created a massive amount of frustration and anxiety both within my department, but also for All New Yorkers. I mean think about here we were in a pandemic. People were essentially locked in their houses that couldn't go to work there frantically trying to get online to get or on the phone to the unemployment insurance benefits that they needed and they couldn't get through to us. We knew that New Yorkers needed help. We knew that we needed a new system

desperately and we needed to act fast. And that's where Google stepped in to help you respond to the influx of unemployment insurance applications. Google Cloud team partners with I T S & S. And the first thing they did was they were able to build us a new workable front door. And in that first 24 hours of that front door existed, we had more than a hundred thousand people successfully log into our sites in 2 hours system and that was a game-changer for this experience. We have all been working 7 days a week 16 hour days

for three months and the Really critical Part of this is that the Google team has been there right there with us. I know that i t s and Google will be up at 1 in the morning running tests on new functionalities to make sure that they would work before we made them go live. Our long conversations over weekends early morning late night look, the lesson is that for a government government tube to use technology Services. We have to have a partner who's going to be as committed to the outcomes as we are, we are deeply committed to serving the citizens of New York State.

And Google is also deeply committed to that as well. And that really makes a difference to us. We can count on that. And then, of course, the ability of the cloud to scale. Absolutely critical. Because member that 400,000 people coming in the front door at once. Our Mainframe computer, could not handle that by itself. So having the cloud. Having them, as I say, drift up to the cloud for that moment and then come into the Mainframe Woods, That's what we needed to do her approach to digital transformation now and in the future to have

virtual Services, we're not going to be able to collect people into a room either for Testimony or her resume writing workshops or for any other kind of service. So at least until there's a vaccine and we know that it's safe to gather we're going to have to do our work in Moore virtual. Ways people were very frustrated with our Legacy system because it was old and it and it behaved in a different manner. We need to give people some comfort when they come to the government for service that we're speaking. Their language. Now government services by their very nature, are more dense.

We have to have higher security. We have to mui, we have to have a lot of fraud protection. So you know, there's things that we have to do that by its very nature, slow down some of the services, but at least at first Interface needs to feel familiar and we're very aware that. The other thing that we figured out during all of this is our ability to communicate with claimants in a more robust way signposts. Your your application has been received for processing it. We're working on your application. It's time for you to go certify for weekly benefits. Flagging for

businesses, that there are things they need to do. All of that will be done on the web, univirtual e and end it. So it's going to really improve our service and it's going to improve the experience of the citizens of New York. Who need it. Thank you for your time and we look forward to building our partnership together. Thank you for having me. It was a pleasure to do this. It's a pleasure to work with all of you. Good luck and everything or any examples. We've seen our customers fortitude, perseverance and Agility just a filter Mission digitally. And as we now enter into the

second phase of the pandemic recovery, these qualities will continue to be critically important with reduced budget, and funding government and Academia. We need to continue embracing digital solution drop rate quickly securely and its scale. Mission has always been to accelerate digital transformation through data, powered Innovation with the best infrastructure platform, security industry Solutions and expertise. And we know that true public-sector modernization requires Choice are hybrid multi Cloud Solutions, Empower customers to avoid Interlochen and embrace progress and

speed to leverage their data, to improve their mission and deliver better position with experiences and the cloud, our customers can gain access to Leading a day, IML capabilities to help organizations quickly derive insights from data and drive modern experiences for Citizens by moving to the cloud. Not only are you modernizing your infrastructure. Best in Class globally. Secure infrastructure and resilience capabilities. You can take advantage of systems are always up-to-date design with security at every level Over the past several years, Google is taking industry-leading steps to

ensure. Customers have the ultimate control over access to their date. And next on-air were pleased to announce several new privacy solutions for the first Aunt, confidential, computer offers new capabilities to encrypt customers data. Even while it's in use complementing, our default at rest and in transit encryption everywhere. Confidential Computing is the future of cloud. Computing enables a highly regulated Industries like public sector and addresses. Concerns about third-party data access in use, remove a cloud adoption barriers, easy for customers to deploy

validate in a test that their applications are running in the configuration that complies with specific regulations or standards. This is especially important for a government customers. I need to ensure the right security and operational controls are in place to protect their data. And systems has been wonderful to rapidly innovate and deliver critical technology capabilities to help you meet your needs. We think our customers and our park for the amazing work. You have done with us and we look forward to helping you build a new future together. And if you haven't already, be sure to explore

and engage with all of the great content available over the next several weeks, from Google Cloud. Next on air,

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Mike Daniels
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