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…