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Public sector: Enabling continuity and remote work with G Suite

Jeff Brown
Global Public Sector, Google Workspace Manager 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

Jeff Brown
Global Public Sector, Google Workspace Manager at Google
Douglas Lange
Fixed Operations Manager at Sleepy Hollow Chevrolet Buick GMC

Growth-oriented mindset with experience in analysis, account management, scheduling, and sales over the past 10+ years. Established record of undertaking self-directed projects, providing support and driving continuous improvement to maximize both business and team performance. Excellent communication and interpersonal skills that support the successful management of internal and external relationships. Advanced proficiency in Microsoft Excel.

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About the talk

Government agencies of every size and jurisdiction are being called upon to provide accurate and real-time information and deliver essential services across the globe. Learn how Google Cloud is providing training and resources to support remote working and meetings through Google Meet and G Suite. These products offer video and collaboration capabilities that provide business continuity and digital health capabilities.

*Google Workspace, formerly known as G Suite

Speakers: Jeff Brown, Douglas Lange

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Google Cloud Next ’20: OnAir → https://goo.gle/next2020

Subscribe to the Google Workspace Channel → https://goo.gle/GoogleWorkspace

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product: Google Meet, G Suite Apps; fullname: Jeff Brown;

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Well, hello everybody. Thank you so much for joining this public sector. Specifically your Angie sweet and maintaining continuity. My name is Jeff Brown. I'm part of the cloud sales team. And join me so welcoming Doug Lane with the state of Arizona. Doug, thank you so much for joining. Let's just start off with, tell us a little bit about yourself. Please don't chew strategy. Officer State of Arizona, primarily responsible for two things. One is our Statewide, it strategic plan. The other is our business engineering organization which resides in our

Enterprise technology office. So our charge is to find different ways to promote emerging Technologies across the State of Arizona. Thank you for that. I didn't. I know a little bit about your background and so I can pass on that a little bit. Could you maybe just tell us a little bit about what got you into public sector. Here are just a few years ago. So basically I spent the first decade a little more working for a little Tech startup in the valley here in Arizona called GoDaddy. By the time I left we were a publicly traded a worldwide company. There's a

lot to that you're working for a technology company, that's growing that quickly. You're getting a lot of experience. You're learning a lot in in your doing a lot of different things at a rapid pace and it for me, I hit a point in my career where I wanted to start to pursue things that I was, I was really passionate about and then I felt there were a lot of opportunities to really Drive results in it. Make a difference. When it when you're talking about the State of Arizona, you're talking about a hundred and thirty agencies Somewhere between 30 and 40,000 employees and

in a lot of ways that you can make a real impact in and drive real change when it comes to the point technology. I love it. And thank you just shows, you know, coming from a private sector where the public sector, and we're definitely is nuances between the two. And so here's what we wanted to do today. I kind of just talking about the State of Arizona. Know, a lot of people think they know Federal they think they know City County public sector, but I would love for the audience, your listeners, to understand, you know, how is the state of Arizona is infrastructure. Literally the

leadership from from the governor down organized would be nice. I will touch on that. A second is, as well as just the know. Why why did the State of Arizona specifically choose a certain platform which is going to be really nice for people. Understand and as we proceed in this conversation, I think one of the biggest things, it's just the challenges that have happened here, you know, the continuity peace employees but also the constituents that you guys serve as going to be nice to talk about here for just a moment. And then you know, just like what's next? State of Arizona

working on sale goes are the things I like to highlight here and, you know, I've no I said before really appreciate you joining this and participating. So let's do that start with the first first piece, just kind of backing up, right? What, what is that look like in? Ohio, is the state organized. How did you guys make this decision to some degree? I think I just touched on this a little bit ago. So Arizona is constructed of roughly a hundred and thirty agencies boards and

commissions, right? You have everything from Department of Transportation to Department of Revenue, all the way down to the board of nursing for the board of barbers in important call out for the State of Arizona State. What that means? That means every one of the agencies have the ability to make decisions that they feel are best for not only their organization but also the citizens that they serve. So where my office would come in. So I work with an asset, which would be Arizona strategic Enterprise technology office also known as the Office of the State. CIO are charges really Department

with the governor's office in find ways to really promote Enterprise opportunities across all hundred and thirty agencies across the State of Arizona, to really find those winds in dinwoodie, start to dig into our why I think that makes a little more sense. So as you can see, our governor, Doug Ducey a very Progressive came from the private sector and in his real charge is running at the speed of business. How do we run government at the Steed speed of business? Start to break through some of those barriers and ultimately find efficiencies that are going to be real savings time in real

wins for the citizens that are ultimately consuming the services for our agencies. So with that charge technology plays a huge part in that end in not only is is technology a part of Of what any organization is doing. Whether you're talkin about public-sector and private-sector bit. When you get into government, there are just so many different ways that emerging Technologies could really make a difference in our office has had the support of Governor Ducey. His administration in Indian Tire backing of the states, really find ways to leverage emerging Technologies, such as G Suite 2

to really make a difference. So Why are we here? What are we talkin about? What we're talking about Arizona and where we started with G Suite, we're really talking about Enterprise Email and Enterprise calendar. And in, when you look at Enterprise Email, when we started this journey to State agencies were using Thirty separate desperate, email systems 30. So we had no consistent active directory. We had no consistent way of agencies, communicating with each other. You had a lot of waste and if you had a lot of different spending time tracks going

on in terms of, it was really hard when we started just to figure out what is the state of the whole spending and investing just an email and calendar. And in how do we get started in and try to improve them? You said something, I just take away that didn't want people to pass over his, you know, as a state of Arizona, 80 + different agencies and agency Transportation does something completely different than Health and Human Services, which says something completely different than Corrections. And so, you know, it just goes to show that when you're looking at a Federated

model systems, you know, ultimately with contracts in place and bringing this all together, it had to come down to a point where there were benefits, right? And I think, you know, what would be nice is just kind of looking over like, okay, you had desired benefits, which will talk about him until you can elaborate and eat a business. When we're looking at the State of Arizona, we can't look at it. When it comes to our technology and our infrastructure has a hundred and

thirty separate agencies, because it's a business, has Multiple agencies across the country are worldwide. They're still going to be using the same core systems in the same core infrastructure. So they have that consistency. So they have that core team of experts and resources that, that can really Drive their systems forward in in, we try to treat the state no differently. So from from just a consolidation standpoint, it was really important for us to how do we get as close to one, email, calendar, and productivity suite for the state as possible. What do you start drilling down

a little deeper than that? It's simple. We're talking about the benefits of being on a cloud-based productivity suite. And you're talking about, how do we improve collaboration and sharing. And that's not only among the team members, but agency, to agency, talking about better and more efficient ways to communicate. So, instead of just having one way, which would be email or picking up the phone, how do you integrate chat? How do you integrate? Video conferencing. How do you find different ways where we are now breaking down the silos breaking down? The barriers in a were all on

one platform that extend past your desktop, past your laptop and improvise a full mobile experience. And when we start talking about that mobile experience, you start getting into an able to a remote Workforce and I think with it goes without saying with the pandemic that we're all facing critical, that's critical to any organizations ability to to respond to what's going on right now and it's critical to the State of Arizona in and how we go about our daily business and ensure that we're continuing to serve the citizens everyday, one of my favorites on

here, preparing for the workforce of tomorrow. So I think it goes without saying Our current Workforce within the State of Arizona and how they are used to operating. Within a business framework is not going to be the same is the next Generation that has been coming up. Using cloud-based, tools and cloud-based applications for the last decade, right? They just, they see the world differently, they use technology differently and it's much more accessible to him. So, what we're trying to do is really blend, how do we drive change today? That's going to help everyone within

the agency succeed. Also, considering what technology, do we really need to attract talented individuals to want to join the state? I'm over the next couple years, Yeah, I think you're right. I couldn't, you know, articulated as good as you did cuz you said it just right. It's the new work for us, it's coming in. So I can't know how many are ready to retire today and so usually it's somewhere around 20 to 25%. And so I just want to say thank you for that because it's true. When you look at ASU which spider is one of Google's first

TV, you, you know, Partners. I just says a lot. You know, how do you prepare for that new Workforce and and truthfully. It's just a little bit different when it comes to change management because again, is Newburg forest and I was only used at 1 this this situation particularly so I thank you. I know it's important because your relationships with a is 2 and the governor's office in a b c b. K to 12 is it supported by the Department of Education in cell, appreciate you saying that. And so I want to move on to this next one. Cuz I think this is one of those when he Can you get out of

the gate and can you get out with a success? And So within the first month, you know, the State of Arizona Security Site found a hundred three thousand, no malicious emails at remove versus that the predecessor. And so I just wanted to show even in a transition such as this one more time, you get out of the gate with such as successful as was wonderful. So I don't have to operate here, but it was a nice, a nice, first 30-day, You Know, Jack box for us. I mean, that's a great quote, Judge Brown. I mean, I don't know where you guys. That's a great quote,

all joking aside or hitting on something, that's really important to our Space strategy. And if that's our commitment to cyber and in protecting our citizens data. So you know, the fact that we have a full cyber strategy, separate of what we are doing with G Suite that includes upwards of 1350 almost 20 security controls to help protect us better evolving constantly to try to keep up and in just mitigate as much risk as we can in and we were talking about the fact that we were able to transition to Gees weed.

And immediately we're removing over a hundred thousand delicious emails in 1 month. That's huge for us. Those are the types of results that we're trying to drive everyday? Awesome. And thank you again for that. It was such a well, well, quoted and written. As far as I know, we talked about the 80-plus agencies years. Maybe one question will go through my mind, you know, two years. Okay. Sounds like, is that slow, is that fast? And so we had a state, and I don't know, for five years ago that did by the way, you know,

90 days for a large transition. I don't recommend that there's reasons for that. We've had other states that have taken, you know, about six months or so. That's why I wanted to ask the question is too short years. Yes, that's a lot of mailboxes converted about what was your philosophy? What was the state of Arizona is playing here and you know that vet appointment in migration I think it starts with how big of the change this really is. You talk about. This is calendar and email. And that's where we started to focus. But when you get into these agencies, Calendar and he knows everything.

That's that is the those those are the core tools that a lot of these agencies that use every single day in what we wanted to make sure is we did this the right way. And I think when you start to get really peel back the layers of the onion, we knew that there were no way that we are going to approach 88 agencies and say, hey to cut over your email and calendar, we know that it's embedded in your business process. We know that you have become an expert and how you use your old technology just trust us. This is going to work. What we wanted to do was really put a focus on the change

management. Really put focus on her deployment strategy and make sure we did it, right? So I did step one for us was not only where we partnering with Google founder. Premier Services partner in Sada systems. That helped us every step of the way. In in what I mean that I mean top down from the sea Knowing that organization down to every Frontline employee, whether it came to the planning, the strategy, the actual migrations training and knowledge that when associated with it, this wasn't just a state of Arizona with this, was the state of Arizona, live

in partnership with Sada in partnership with Google. And if there wouldn't have been all three components, we never would have made it to 40,000 mailboxes. When you start to get into the constructs of, you know, how do you go from 30 days to to two years, right? How do you really get there for? It was a deployment strategy that was really broken down into three phases and those three phases were all about how do we get a mix of some big agency, some medium-sized agencies, and how do we continue to work through Lessons Learned in the feedback to make sure every step of the

way. Every month, every quarter that we keep on engaging more and more agencies, Play book is getting better. Our checklist are getting better. Our migration path is getting better than the kickoff the data. There's just so many things that go into a program of this size to ensure that it's going to be successful in. You're going to get from one end to the other. We didn't take it lightly. We wanted to be fiscally responsible and make sure that we were recording up progress issues, where we were committing along the way. And if you really start to factor in a lot of those different things,

two years was, pretty aggressive timeline to get us from A to Z. So I've been intimately involved with the state of Arizona as you know and there's one thing I'd like to ask you is that you've always had this culture with your team and you know sometimes to say this out loud with government can be taking different languages. You know, if you're going to fail fail fast and you know, I just wanted to point that out because I didn't the people that you've surrounded yourself with your teammates have been instrumental in this. And so I know

you talked about it frequently, do it. So then I touch on all the time. I think there's a couple of metrics here that I'm going to throw out. So you're familiar with Employee Engagement. You familiar with net promoter score. Absolutely. So there's, there's a ratio when you're talking about an engagement ratio that is measured very, very similarly ratio, whether you're looking at public sector. Private sector. A score of 9 is, is pretty much industry standard for an outstanding organization, the organization that that the goo Program resides within his scored

22 years in a row. When you're talking about overall engagement average. So, just saying how status, you know, what is the average of the employee satisfaction across the entire survey, you get into different Industries and in you even take technology Technologies pretty much at the Forefront of the average is typically around 78% at stalking. I mean that's including companies like Google. That doesn't mean you're at 78%, but that's taking in really big tech. Companies that have you. No free coffee and beautiful campuses, and all these things that you can apply to, to Really your

Workforce and in the ecosystem that you create this team is ever to 92 years in a row. So the scores that these teams are coming about in the engagement is is unbelievable. And I think what it's driving is, this organization has had something like thirty promotions in the last 2 years. You have probably 5 to 10 people that are now in National rolls. Private-sector organizations, really sharing their Journey. Their experience, their skills in and helping other organizations. Do some of the things that we've been able to navigate at the state.

So, I mean it's all about the team, it's all about the employees and it's their hard work. That's really helping Drive the state forward. I'm just envisioning a whole you're standing there and falling back and her team is there to catch you, write for the visual. That's just a tad. Option strategy. And I just know talk to this for just a moment cuz I think starting from the bottom where they're at, and also just the voice of the customer. In this case, your customer is the 40000 + employees for the State of Arizona, who

they're right customer. So to speak are the constituents Did Arizona. So I just wanted to get a couple of your thoughts on. You know, what do you mean by meet him where they're at? So I think I'm going to adoption strategies for this really important to stress. Obviously when, when your purchasing gsuite, you're not just getting email and calendar, you're getting the full productivity Suite. I think our strategic approach was instead of ripping the Band-Aid off and in having every state agency transition, everything they were used to G Suite

immediately, we really wanted to start with email and calendar, get good. And then edged out, our adoption from there. So after the two years, our next big initiative was really driving adoption throughout the rest of G suite, and continuing to work on on the training needs in the education needs when it came to to email and calendar. And I think when you talk about me, hear users where they are at, it's very easy. See you, when you work in the IT department to just assume people get it. It's very easy to just look at the benefits of the technology that you're deploying and just say

what if we deploy this and it doesn't work, the user's just aren't Savvy. In in really couldn't be further from the truth. These types of initiative, these types of rollouts are all about the users. They are all about change management and ultimately how much knowledge can you arm them with how can you make them a part of the transition, in a part of the solution and in where are their needs? And when you talk about meeting your users, where they are at, we don't want to get the, you know, we don't want to put the card in front of the horse and just start training on

intermediate and advanced level topics when it comes to G Suite. We really want understand regardless of how we are, you know, trending in our timeline, whether it's 2 years or 3 years, where is the 80%? Where are Are there any percent of our Workforce really struggling and in looking for more knowledge? And that's where we're going to focus. That's where we're going to put her training effort in the resources that we have. That's where we're going to put. Training dollars that we have to bring in Partners to ultimately. Make sure that a dark or nucleus were providing state

agencies in in their Workforce. What they need to be successful. Thank you. And it's like you said, the timing just ongoing training for the basics, make sure you're constantly making people, you know, knowledgeable and productive in the investment you've made. And so that's what I think. Just resume to hear a couple of those comments. You made measure everything, you know, I don't think we do this or nothing. General, you know, how do you improve if you're not measuring, you know what

state has done this? I think more so than others is from the very beginning. They were measuring the TCL sofa cost in our cost of voidance about this over the years, when I look at this mess, they measure everything. I mean, is there one specific thing? You think when it comes to this type of platform? Is it the adoption rate? Go back to the training. Is it TCO? Is there one you could? Single out that would be beneficial for the people of attendees. I mean, I'm going to say when it comes to productivity suite for me, it's it

that metric is going to go back to our voice of the customer rcss. Ultimately because I mean, you know, as well as anyone wants somebody understands the basics of a productivity Suite, you're not training them on intermediate and advanced level things. They're creating that motivation in that hunger in that passion to just go and learn it, right? And then you're going to the person that sits next to you. That has a similar job and you looking for tips and tricks and ultimately it just spread like wildfire from there. But we talked about measure everything, I think

outcomes matter results are real, especially when you're in the office where you're charged with, not rolling out something within one agency, but you're responsible for a Statewide it budget. That's, you know, it's tens of millions of dollars. You have to get it right? And you have to be accountable to those number. So, not only are we looking at the results in the outcomes, in terms of what is total cost of ownership? Are we moving upon that? I didn't. If so how when we talked about measure everything, we're really talking about what are the

metric dated a week to week that we can look at that are letting us know where we winning, where are we losing? Where do we need to evolve our strategy? And in, where do we need to deploy resources to really make sure that that we're continuing to make forward progress in. In, ultimately achieved the goals that we want to. Thank you. It's sometimes easier said than done. And so as we move and you know, the pandemic long-term, I think a couple things here is

one as before the State of Arizona had to get out of the gate quickly as far as supporting their remote workers to now these individuals are supporting the mission critical Services being delivered today to the Residence Inn constituents. So there's a balding pieces there and so I would like to just get Doug right down to the numbers because I think your adoption rate is it is phenomenal during this. So in the beginning you talked about duplicate licensing and there's some savings there, but I think the adoption percentage that we're seeing here and I know that cost savings is

just one portion and so yeah, we would know transition. So to speak with the covid, peace. And now, I'm asking you like, how did the state they will? This what numbers are we looking at here? So, in terms of, I'll take this from two perspectives. So high-level when you talk about how the state responded, I think one thing that's really unique to the State of Arizona is in an ultimately, how we responded to the pandemic in the crisis and what we're facing the truth of the matter is the strategy that we have deployed over the course of the last four years, investing

in cloud-based Technologies in investing in cyber security and investing in things like G Suite Inn in ultimately a cloud-based collaboration tool really set the platform and set the framework for us to be successful to wear as when this pandemic hit and employees needed to be remote. And start working from home, we were able to respond quickly and effectively to the point where the agency that I reside within, which would be the department of Administration has literally 99%. Remote within two weeks of the pandemic.

Also, I need a dentist that doesn't happen. That's, that is, you know, obviously we we did not plan for this but I think it really ties back to just doing the right thing and trying to find ways to really run at the speed of business in in do think more efficiently and effectively, the slides that we're looking at right now, this is a part of our adoption strategy. So part of that adoption strategy was how do we maximize our investment, right? So, as I mentioned, obviously didn't just invest in

email and calendar and it was important to us. Once we got through email and calendar that we started targeting, where do we have? A lot of duplicative licensing, on different things, across the state where we already consuming something within the G Suite of productivity Suite, that that we're getting for free. But we already paying for it, how we rationalize that. So I think the first one that we looked at was Google made. What we were able to do over? Probably a six-month period? Is we were able to drive down or duplicative licensing by 95% in that time to ongoing

training education Communications. We actually had 3 million close to 3 million meetings conducted on Google meet from March to June just by turning off. Those other web conferencing platforms are. We were able to save you? No $726,000 and it's awesome. I mean, so what you just heard is this isn't just a G Street platform for mailing in a calendar. Exedra for her platform, is specific to a multitude of video conferencing tools. Let's consolidate that you've already invested in G suite. And so now we're

looking at that cost savings by simply reducing the duplicated licensing. Yeah, and I think here's the big thing, there's a lot of great Technologies out there. I think, the state strategy is in certain cases, that just makes more sense to pick one in in in go with it in it and we invested in G suite. And I think what we're trying to do is maximize that investment in find, the best ways to really Leverage, The technologies that we can get from it. Well, thank you. And we're glad that you pick us by the way, of course, in this partnership that we have just one thing, I thought

this was. So, what we're seeing here in just a moment, just showing you started here in February and now all of a sudden you're seeing this x percentage of growth, Justin simply trainings. That's just a remote and have access to this or know. What are we looking at here? So I think the numbers speak for themselves in February, we are close to around 12. People Statewide attender training in June, were close to 2,000. I think this is for a couple reasons. I think what you're saying is we made a really

big investment in really big push starting in in the beginning of the year and in driving towards now to make training a priority, right? The education that knowledge for agencies in trying to figure out what are we doing this working? What are we doing that? Not, let's continue to evolve at in in, let's find ways to really be successful. I think what a remote work force is really driven is people understanding and starting to appreciate what G Suite, can do, Howard, knable them to be successful and ultimately, this is more of, you know, if you if you talk about a push-pull

scenario, this is less about us calling them into training. This is more about people pushing their way into the trainings. In US needing to find ways to open up, more and more classes in more and more space within those classes to be able to deliver the knowledge that they're looking for. So, I mean, couldn't be happier with with the Google team in in their drive to to make the successful. And I think, you know, the next by that we're going, it is is is going to show where we're headed And here it is. And here, did you know, csat, TSS

scores, you know, if I do this I hear about this is a little bit just to see you some of this cuz this is hard to do. So, congratulations on your team and it says that, you know what I mean, I think won, this is what you want to see where where you're at. And, you know, Q2 in this slide in and these are, I should stress. These are government, fiscal years. These are not calendar years. I'm so right now you're looking at Q4, but where do you start in Q2, I'll be asleep. No one wants to be there in in what we wanted to do is we wanted to say okay where do we need to take a hard look in the

mirror? Where do we need to understand? That change is going to be difficult for any organization? How do we partner with Google? How do we partner in this case with Sada and it really put our heads together and figure out? How do we drive this forward and start showing the value of the technology that we deployed into? So in a way that feels good and I think we've made a huge investment in not only our deploying our training, but how we're communicating out knowledge through websites through emails, through a Workforce, that that's charged with getting

out an in talking to agencies. But I think the big thing that you're seeing here is the pandemic in in the drive to a remote. Workforce, has also forced people to look at their jobs differently and in go about their day-to-day tasks differently with that is force, is a different appreciation for what G Suite brings to the table and how a cloud-based collaboration platform. Can really evolve on the internal workings of a business and how someone can efficiently and effectively get their job done. Which leads us to a perfect segue of what's next. I know you

have some successes that you guys have been working on here. Just recently weather comes to certification of Corrections in public safety. For certain things they did in person. Visitation type of things you're doing. So I'm not to steal your thunder but yeah. Just a couple quick things on what's next would be great. So I I think for us the big thing is, you know, right now we we really honed in on Google meet, right? And in the games that we've we've seen their, we're starting to see those same gains across the entire productivity Suites. If you're looking at the

numbers based perspective since January are adoption numbers, have literally doubled across every application within the productivity Suite. So you're talking about where we were starting with the workforce that was probably embracing. Once you're starting to Edge out of email and calendar and me, You probably have let's say 10% 12 per cent of the workforce across the State starting to dabble in those other hapless applications that we offer at this point in time we're up to about a quarter of our Workforce across the state and whether you're talking about. So

you're talking about sheets, you're talking about slides to starting to embrace the entire Gees weed. And when you start to do that, I think more and more things that you can do with the platform Within These agencies starts to become a viable solution, you hit on some of them, right? I think you were sharing with me a great story that, you know, we were on covering in terms of the State of Arizona and Google together when it came to Corrections and how they're using the platform. Exactly. We actually came to them with a used case and they're like, yeah, we've already been doing

this, which is using meat for visitations for the for the offenders in this case cuz you're no longer allowed to visit because of the pandemic and it was it was awesome because they're like we've been doing this now for several months. So we learn more from that called in and we wanted to give so it just shows you, you know, again with such a large population, has a lot of these individuals are just figuring it out for themselves. Which by the way, does leave me to the next thing in. This is more adjusted a comment for for the audience here is that, you know, who is Google or who are

Partners to tell you where the success has come from. And so, I really need program that we have checked off is just a specific public sector Community to engage with the. Appears. And so use cases. You heard from Arizona and her, Iowa are the different other states are all coming together in. This is been really successful that we're at, we're just taking off. So I really want to thank you, Doug. I want to thank your teams. Have you? No eyes. You go to fall back at a cotton many times. I've been a great partner to us, and so I just want to just extend a very sincere. Thank you for

joining us and sharing your thoughts, your experiences here and participating in this next 2020 virtual session. Thank you again and I think that you're the fun fact for the audience, Jeff, Brown was the first Google resource that I ever met in my time at the state. This was a probably going to be pre-sales, right. It was definitely free initiative in in pre-implementation. And the fact that we're at the part of our journey, where you and I are sitting here, talking about tangible results in the winds and how are now carrying this forward

is amazing. It's awesome. So thank you for having me looking forward to the continued partnership and seeing what we can do movie port. Thanks Dad. Thanks everybody. Thank you for joining.

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