ROBOTIC PROCESS AUTOMATION
2
RPA – Myth vs Reality
RPA will replace humans by automating 100% of the processes resulting in massive cost reductions!!
70 to 80 percent of rules-based processes will be automated. The jobs in question are high volume, highly repetitive and mundane tasks that are better suited for robots that can work tirelessly and continuously without making errors.
Humans will always be necessary to resolve issues, develop and maintain the technology,
REALITYMYTH
PRESENT / ONGOING - Target Process Path (Happy Path) START – Complex processes picked for automation
3
Our RPA Journey
• RPA must be used as one of many tools in Business Process Improvement initiatives to gain the full benefits.
• Where applied effectively, RPA introduces significant savings. Where applied ineffectively, RPA can significantly increase complexity;
BOT 1
STARTOpen a
Closure Case in Pega
Who is the sender of the
mail?
Create a Job ID in Toll Website and
Pend in Pega
Check the status of Job ID on Toll
WebsiteContactCenter
90%
Status = Closed on Toll Web Site
Validate info between Toll , Vision Plus and
EDMS
Yes29%
Change the status to “Pend” in Pega
No43%
STOP
STOP
Close the case on Pega and Update
the xls tracker
Customer10%
Does it have a Merchant ID?
Yes85%
Std. Time Pend Cases: 3 min
Std. Time Closure Cases: 6 minAvg. Daily Closure Vol. 150
Validate the Merchant Id in Vision plus and
EDMS
Yes 72%Matches?Yes
75%Is there Job ID?
No5%
No3%
Pend and send mail through Pega
Process for Terminal ID
(partial closures)
No 10%
STARTOpen a
Closure Case in Pega
Who is the sender of the
mail?
Create a Job ID in Toll Website and
Pend in Pega
Check the status of Job ID on Toll
WebsiteContactCenter
90%
Status = Closed on Toll Web Site
Validate info between Toll , Vision Plus and
EDMS
Yes29%
Change the status to “Pend” in Pega
No43%
STOP
STOP
Close the case on Pega and Update
the xls tracker
Customer10%
Does it have a Merchant ID?
Yes85%
Std. Time Pend Cases: 3 min
Std. Time Closure Cases: 6 minAvg. Daily Closure Vol. 150
Validate the Merchant Id in Vision plus and
EDMS
Yes 72%Matches?Yes
75%Is there Job ID?
No5%
No3%
Pend and send mail through Pega
Process for Terminal ID
(partial closures)
No 10%
STARTOpen a
Closure Case in Pega
Who is the sender of the
mail?
Create a Job ID in Toll Website and
Pend in Pega
Check the status of Job ID on Toll
WebsiteContactCenter
90%
Status = Closed on Toll Web Site
Validate info between Toll , Vision Plus and
EDMS
Yes29%
Change the status to “Pend” in Pega
No43%
STOP
STOP
Close the case on Pega and Update
the xls tracker
Customer10%
Does it have a Merchant ID?
Yes85%
Std. Time Pend Cases: 3 min
Std. Time Closure Cases: 6 minAvg. Daily Closure Vol. 150
Validate the Merchant Id in Vision plus and
EDMS
Yes 72%Matches?Yes
75%Is there Job ID?
No5%
No3%
Pend and send mail through Pega
Process for Terminal ID
(partial closures)
No 10%
STARTOpen a
Closure Case in Pega
Who is the sender of the
mail?
Create a Job ID in Toll Website and
Pend in Pega
Check the status of Job ID on Toll
WebsiteContactCenter
90%
Status = Closed on Toll Web Site
Validate info between Toll , Vision Plus and
EDMS
Yes29%
Change the status to “Pend” in Pega
No43%
STOP
STOP
Close the case on Pega and Update
the xls tracker
Customer10%
Does it have a Merchant ID?
Yes85%
Std. Time Pend Cases: 3 min
Std. Time Closure Cases: 6 minAvg. Daily Closure Vol. 150
Validate the Merchant Id in Vision plus and
EDMS
Yes 72%Matches?Yes
75%Is there Job ID?
No5%
No3%
Pend and send mail through Pega
Process for Terminal ID
(partial closures)
No 10%
BOT 1
BOT 2
BOT 3
BOT 4
1. Very little process reengineering to simplify the process
2. Time Consuming as all scenarios scoped for automation
3. Complex code logic & technical documentation
4. High Development & Maintenance effort
5. Change to process / application will result in massive rework
6. Extend UAT time (waiting for volumes / scenarios)
7. Delayed ROI
1. Process Reengineer to remove non value add / duplicate steps
2. Identify trunk of the process (no exceptions, straight through)
3. Independent modules (codes) developed & deployed
4. Low maintenance as changes can be associated to independent modules
5. No dependency on specific scenarios or completion of all modules for UAT
6. Multiple developers can work on independent module
7. Faster ROI
4
“As software robots handle the more repetitive, tedious jobs in a business, employees can participate in more value added activities that involve personal interaction, problem solving and decision making”
What does RPA mean for the Bank?
A digital workforce for a “Humbot” Organization
BENEFITS WE HAVE SEEN…..
Automating processes end2end may not always be possible. Automatability is influenced by process flow and systems / tools involved in the process
Creation of multiple ‘bots’ is a better approach to automate complex processes involving decision breaks / human intervention rather than a single ‘robot’ processing the end2end transaction
Automate the ‘rule’ for quick tangible benefits and focus on the ‘happy path’
Digitize / standardize data inputs before automating the process; capture all input data upfront
Employ both top-down (to create initial buzz) and bottom-up (to create ground swell) approaches for identifying appropriate processes and automating them
KEY LEARNINGS…