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Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is the automation of back and front office processes that are largely rules based, structured, and repetitive. The automation takes place when software “robots” (not physical robots) carry out processes or tasks normally completed by humans.

Process automation software has been around since the turn of the century, but it has recently had a positive injection with a new label added to its name: “robotic”. This name change has modernized and linked the business case for RPA to head-count savings. The software vendors of RPA have positioned their software as a headcount saving and have priced their software on the higher end of software, but on the lowest end of hiring a human employee.

The adoption rate of RPA has been gaining momentum over the past two to three years largely due to the increasing attention it has received from tier one consulting firms, and from the increase in IT vendors providing RPA solutions and delivering more sophisticated software.

At Eutopia Systems, we work with organizations to build automated solutions that help them navigate data touch points that are unstructured in nature and then helping them mature towards intelligent systems that make optimal decisions while learning continuously from their environment. Our end to end RPA services enable our clients to understand current automation levels and discover opportunities for reducing operational cost. We help organizations to:

  • Select most appropriate RPA governance model, change management plan, and deployment strategy.
  • Assess and prioritize automation opportunities and channel efforts according to current automation rates, transactional volume, and ease of implementation.
  • Build commercial business case and verify its value during a first RPA proof-of-concept to secure management buy-in and align key stakeholders.
  • Implement and develop services to create automation ranging from simple screen capture to virtual chat bots to highly intelligent cognitive robots.

RPA Use Cases

Some processes will be better suited to RPA than others. The general characteristics of a process which is ready for robotic process automation would be:

  • Repetitive and rules based
  • Accesses structured data sets
  • Utilizes applications on a Windows or Web based platform
  • The process is documented and has been standardized in practice
  • Three or more staff are hired to complete the process
  • Data input is prone to human error

Eutopia Systems, in addition to high priority front office processes, is also focusing on back-office processes that have been typically outsourced to offshore locations partially because of the benefits of labor arbitrage and partially because they are considered of low-value. Although of low strategic value they are processes that are necessary in daily operations of the business. Typical processes currently being managed by an RPA solution include:

  • New account verification
  • Data validation
  • Customer account management
  • Financial claims processing
  • Report creation
  • Form filling
  • Change of address
  • Loan application processing
  • Claims processing
  • New account creation
  • Collection & consolidate customer data from client phone systems
  • Backing up information from client systems
  • Uploading data
  • Transferring customer data between applications
  • Extracting data about competitor pricing
  • Patient data migration and processing
  • Reporting for doctors
  • Medical bill processing
  • Patient record storage
  • Data extraction shopping carts / websites
  • Inventory updating and reconciliation
  • Updating sales list
  • Shipping and invoicing completion
  • Verification process
  • Populating forms and assigning sub-contractors to jobs
  • Integrating legacy systems with newer systems

Internal departments of organizations are also able to benefit from RPA. Some of the key processes well suited for RPA include the following:

  • Invoice processing
  • Accounts payable and accounts receivables
  • Reporting
  • Bank reconciliation
  • Fixed assets analysis
  • Master data management
  • Vendor and customer account creation
  • ERP logging from another system
  • Employee on-boarding
  • Leave of absence management
  • Populating employee data into multiple systems
  • Performance appraisal management

Our RPA Approach

Our RPA approach comprises of following 5 key areas of focus. These areas also constitute our RPA offerings:

  • RPA Consulting
  • RPA Business Case Development
  • RPA POC
  • RPA Implementation
  • RPA Support

RPA Consulting

  • We work with our customers to align the proposed automation program with their enterprise goals & objectives, cost & compliance, to deliver a better service to our customers
  • We conduct automation feasibility analysis & suggest right fit automation methodology and tools
  • We work with our customers to identify opportunities for automation & build the automation book of work with a plan for early successes & maximum value
  • In partnership with our customer, we build an exhaustive Governance structure that considers the customer organization’s existing risk and compliance frameworks, reporting and performance measures. We work with the organization to design a robust governance framework that will outline the operating procedure / implementation guidelines to follow while deploying an RPA solution
  • We create a tailored approach to create an RPA Centre of Excellence that will enable business-led management, training, governance, execution and sustain increased value

RPA POC

We, at Eutopia Systems, work with the customer to create cutting edge RPA POCs to help them experience the value of RPA. Typically, the POC is divided across following phases-

Phase 1- POC Selection

Activities

  • Determine complexity
  • Estimate business value impact

Duration

  • 1-2 days

Stakeholders Involved

  • Business SME, RPA expert

Phase 2- Process Re-engineering

Activities

  • Interview stakeholders
  • Evaluate process efficiency

Duration

  • 2 days

Stakeholders Involved

  • Business SME, RPA expert

Phase 3- Development & Testing

Activities

  • Install RPA platform
  • Develop automation solution

Duration

  • 7-10 days

Stakeholders Involved

  • RPA CoE

RPA Business Case Development

We help our customers build the business case for RPA adoption to secure the management buy-in. The business case for RPA needs to include a number of strategic components to ensure it presents the pre and post implementation aspects of the solution. RPA is often introduced into the organization as a proof of concept (PoC). The primary aim of the PoC is to demonstrate that the solution works and the value it can provide to the organization. Once the PoC is completed, we help customer answer following questions as larger part of the proposed business case:

  • Will RPA augment humans during some processes or replace them entirely?

Learn More

RPA Implementation

As RPA Service Providers, we partner with organizations to help them achieve their objectives from automation initiatives. Various stages of evolution of our automation support include:

Early cost reduction Learn More
Process optimization that enhances productivity Learn More
Reimagining processes to create intuitive systems Learn More

Our Methodology

  • Eutopia’s implementation methodology adopts a transformational, process redesign approach to achieve maximum benefits from RPA, including project management, setting up support infrastructure, knowledge transition & managed services for BOT maintenance.
  • Includes use of indigenous RPA toolkit to fast-track implementation, ensure minimum handoffs, function independent templates and real-time analytics for project health, success measures & benefits reporting

RPA Support

While bug fixes, patch upgrades and other future enhancements will be taken care of by the product vendor as part of AMC; Eutopia will be engaged with the customer to provide comprehensive post RPA implementation support. The post implementation support would include:

  • L1 support Primarily, an email based support for level 01 issues specific to business users
  • L2 support Email support along with phone based support for level 02 issues specific to customer environment
  • L3 Support Onsite support on a need basis to help customer resolve any product level issues for implemented RPA product