![Applying RPA to End-to-End
Processes
• Key challenges of automating entire end-to-end processes:
- Many highly unstructured data such as invoices, bills, declarations, certificates, and letters
- The need to interface with multiple core systems
• Processes that require human judgment within complex scenarios, such as complex claims
processing, can't be automated through RPA alone.
• [Deloitte Report] cited one RPA vendor as saying even its most mature clients automate at
most 50 percent of back-office processes, and the majority of clients automate far fewer.
• The value proposition of intelligent automation is not about replacing humans but
“enabling” or “assisting” humans in processes, which would involve semi-structured
content, collaborative processes and real time decisioning for operators.
#ISSLearningDay2018](https://image.slidesharecdn.com/transformingyourbusinesswithrparoboticprocessautomation-180724054732/85/NUS-ISS-Learning-Day-20180-Transforming-your-business-with-RPA-Robotic-Process-Automation-30-320.jpg)
NUS-ISS Learning Day 20180- Transforming your business with RPA (Robotic Process Automation)
- 1. Transforming your Business with RPA (Robotic Process Automation) #ISSLearningDay2018 Yu Chen Kuang, NUS-ISS 13 July 2018
- 2. Contents 1. What is RPA? 3 2. Good Candidates for RPA 19 3. RPA – Choosing a Vendor 23 4. RPA – Common Myths 27 5. Evolution of RPA 45 6. Wrap-up 48 #ISSLearningDay2018
- 3. 1. What is RPA? #ISSLearningDay2018
- 4. What is RPA? #ISSLearningDay2018 RPA Software • It’s a piece of software or application • No physical robots are involved Mimicks human activity • It performs tasks on a computer like a human does e.g. launching applications, surfing the web, copy/pasting information, filling in forms Automates tasks • Frees humans of manual, tedious, repetitive, rule-based tasks, activities and processes. Works across applications • Triggers responses and interacts with other digital systems
- 5. Key benefits of RPA #ISSLearningDay2018 Faster Robots can do things Cheaper Better • They don’t get bored • They don’t make errors • Faster turnaround time • Faster response time • Consistent speed • A robot costs 15-20% of human • Does the work of 3-10 FTEs • Can work 24/7 • They don’t complain
- 6. RPA – Non-disruptive • Do not disturb underlying computer systems • No APIs required • The robots access end user computer systems exactly as a human does. It works at the “presentation layer” (the user interface) #ISSLearningDay2018
- 7. #ISSLearningDay2018 A bit of history about RPA
- 8. RPA has been around for more than 20 years! RPA’s Forefathers and Relatives • Screen scraping software • Keyboard Macro Applications • Excel Macro • VBA / Applescript • Workflow automation and management tools • Business Process Management (BPM) Suite #ISSLearningDay2018
- 9. #ISSLearningDay2018 Things get complicated when you start to talk to RPA vendors
- 10. What is RPA? #ISSLearningDay2018 Intelligent RPA? Machine Learning Deep Learning Intelligent Automation Cognitive Computing Service Delivery Automation No Code RPA Robotic Desktop Automation Front Office Robots Back Office Robots
- 11. Traditional RPA #ISSLearningDay2018 RPA • Process structured data • Rules-based automation • Do exactly what you have programmed them to do
- 12. Cognitive/Intelligent RPA #ISSLearningDay2018 RPA • Process structured data • Rules-based automation • Do exactly what you have programmed them to do Artificial Intelligence (AI) • Turn unstructured data into structured information e.g. through natural language processing (NLP), chatbot technology, speech recognition, and computer vision technology. • Robots that can do Reasoning (e.g. how should I act based on the information given) or Prediction (e.g. predicting buying behaviours based on previous purchases) • Robots that can learn
- 13. Front & Back Office Robots • Front Office Robots - Agent-assisted robot that shares the same workstation with human employees - Assists them to automatically execute business actives - The front office is also known as Attended Automation or RDA (Robotic Desktop Automation) • Back Office Robots - Autonomous software robot programmed to run unattended, independent from human interaction - Sometimes called Batch Automation / Unattended Automation #ISSLearningDay2018
- 14. #ISSLearningDay2018 Why RPA suddenly becomes so hot?
- 15. IBM Deep Blue #ISSLearningDay2018 vs. IBM's Deep Blue Garry Kasparov
- 19. 2. Good Candidates for RPA #ISSLearningDay2018
- 20. Good Candidates for RPA • Repetitive in nature • Structured data • Rules based and consistent processes • Applications running on Windows or Web based platform • The process is documented and has been standardized in practice • High error rates, or Data input is prone to human error • Can be performed out of office hours • Complex IT landscape #ISSLearningDay2018
- 21. Typical Use Case 21 © 2018 National University of Singapore. All Rights Reserved Double data entry Simulates user rekeying of data from one system to another; data entry, copying and pasting. Rule-based decision making As long as you can specify specific business rules, then RPA can handle them. Generate reports e.g. for regulatory authorities or management reports; automates the extraction of data to provide accurate and timely reports Data validation Validates, reconciles and cross-references data between different systems
- 22. Typical Use Case (cont’d) 22 Virtual system integration Transfers data between disparate and legacy systems by connecting them at the user interface level instead of via APIs Reconciliation Automatically reconcile bank accounts, expenses along with appropriate journal entries Checking + Alert Checking for unusual patterns in transactions; Checking for consistency of data (format, quality, etc.); Auto-alert Information Gathering Content scraping from websites; Aggregation of information from various websites
- 23. 3. RPA – Choosing a Vendor #ISSLearningDay2018
- 24. The Forrester Wave: RPA Q2 2018 #ISSLearningDay2018 Source: Forrester
- 26. Almost all leading Consulting Firms form partnerships with the leading RPA vendors • KPMG: Automation Anywhere • Deloitte: Blue Prism • EY: Blue Prism / UiPath • Accenture: Blue Prism #ISSLearningDay2018
- 27. 4. RPA – Common Myths #ISSLearningDay2018
- 28. #ISSLearningDay2018 Myth #1: RPA automates 100% of your processes
- 29. Ernst and Young: as many as 30 to 50% of initial RPA projects fail #ISSLearningDay2018 https://webforms.ey.com/Publication/vwLUAssets/Get_ready_for_robots/$FILE/ey-get-ready-for-robots.pdf
- 30. Applying RPA to End-to-End Processes • Key challenges of automating entire end-to-end processes: - Many highly unstructured data such as invoices, bills, declarations, certificates, and letters - The need to interface with multiple core systems • Processes that require human judgment within complex scenarios, such as complex claims processing, can't be automated through RPA alone. • [Deloitte Report] cited one RPA vendor as saying even its most mature clients automate at most 50 percent of back-office processes, and the majority of clients automate far fewer. • The value proposition of intelligent automation is not about replacing humans but “enabling” or “assisting” humans in processes, which would involve semi-structured content, collaborative processes and real time decisioning for operators. #ISSLearningDay2018
- 31. Working hand-in-hand with Robots Source: https://www.dynatrace.com/news/blog/using-dynatrace-monitor-rpa-robotic-process-automation-robots-botfarms/ #ISSLearningDay2018
- 32. #ISSLearningDay2018 Myth #2: RPA Will Replace Humans
- 34. #ISSLearningDay2018 Myth #3: You Can Automate All Your Tasks
- 35. Good Candidates for RPA – 3 key criteria •Repetitive •Structured data •Rules based #ISSLearningDay2018
- 36. #ISSLearningDay2018 Myth #4: RPA projects should be owned by IT
- 37. Myth #4: RPA projects should be owned by IT #ISSLearningDay2018 Who knows the business process best?
- 38. #ISSLearningDay2018 Myth #5: We do not need IT for RPA Projects
- 39. Myth #5: We do not need IT for RPA It’s important to involved IT early • IT can vet service automation software to ensure that it is safe, develop access rules to prevent software robots from exposing sensitive data, and maintain software robots on a safe, fully backed-up infrastructure. • Proper backup of these RPA robots • Ensure security, scalability and auditability of the RPA robots. #ISSLearningDay2018
- 40. #ISSLearningDay2018 Myth #6: Traditional (waterfall) delivery process will work for RPA delivery
- 41. Traditional (waterfall) delivery #ISSLearningDay2018 Source: http://blogs.virtusa.com/2016/03/rpa-the-present-and-the-future-of-banking-industry-part-i/
- 44. Myth #6: Traditional (waterfall) delivery process will work for RPA delivery #ISSLearningDay2018 RPA is designed to provide rapid development and deployment