Robotic Process Automation

Assessment to Implementation
 Robotic Process Automation
The Discovery Assessment
What Processes Are Best Candidates?

Customer Service, F&A, HR, Logistics, Support, Operations, Order

Areas Most Processing, Fraud/Compliance
Suited for RPA Large customer oriented businesses eg. Banks, Utilities, Telcos, BPOs,
Healthcare, Travel, Retail

Structured, rules-based, repeatable, computer based tasks

Ideal Tasks or Searching, collating or updating information
Procedures Accessing one or more systems to complete a process
Performing simple or complex decisions and algorithms

Highly regulated activities (banking,

financial services, healthcare)
Situations and
Fluctuating volumes (seasonality, new
Opportunities client transitions, production rollouts)
Facility or workforce transitions

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Process Automation Characteristics

MULTIPLE TRIGGER TYPES ALERTING AND

Screen data, Input files (XLS, CSV, XML,
COMMUNICATIONS
etc), Electronic triggers web services, Email, SMS, SNMP, output reports,
API, databases customer letters, spreadsheets, etc

REPORT

COMPLEX DECISIONS KEYING/READING FROM

MULTIPLE SYSTEMS AT ONCE
Rules-based outcomes and formulae
applied in seconds Inefficiencies removed
Complex multi-day workflows supported to Consistency and accuracy assured
complement overnight core system batch
runs and multi-day account follow up and
chaser letters.
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Examples of Automation Types

INDEPENDENT AUTOMATION
Processes that require no human judgement or manual intervention

ASSISTED AUTOMATION
Processes that require human assistance or decision making

REPORT

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 Examples of Automated Process

Fraud Chargeback Processing Transaction Duplication

Low Risk Arrears Review Right of set off
Medium Risk Arrears Review Automated Fraudulent Account Closure Process
Direct Debit Cancellations Automated Branch Risk Monitoring Process
Personal Account Closures Personal Loan Application Opening
Payment Processing New Loan Product Blitz
Internet Application Processing Data Cleansing
Business Account Audit Requests Payment Protection Insurance Claims Processing
Business Account Onboarding (Scorex) Automation of the administration of Payments Terms
Excess Transaction Approvals Automated support for Sale of insurance products
Excess Check Approvals Automated Marketing campaigns
Excess Customer Letters Customer Complaints automation
Amend Standing Order Details Compliance Reporting automation
Amend Direct Debit Details Insurance Product administration automation
Amend Address Details
Pre-Charge Offs

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Discovery Assessment

Goals: To complete an analysis of candidate processes;

resulting in identifying the first wave process(es) for
automation

Approach: A onsite assessment to evaluate, score and

prioritize potential processes against criteria such as:
Automation goals
Targeted areas of opportunity Verticals, Horizontals, Geographies
Risk assessment
Business impact
Resource requirements
Project implementation schedule and timeline
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Process Assessment Workflow Part One

Inputs: Could be a functional area, vertical,

Automation goals and specic client, etc.
Identify Targeted Considerations include:
objectives
Process Area Access to SMEs
Timeline
Resource availability Location of work
Process complexity
# of Apps and systems
Current level of automation
Inputs:
Select process(es) for initial Decide Process(es) to
assessment, considering Analyze
factors such as:
Strategic alignment
Business value
Compliance
Impact
Complexity
Standard onsite requirement
Delivery timescale Schedule Onsite
is 1 to 2 days for one VO
Process Assessment
business analyst

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Step 1. Select Candidate Process Area

Task Summary: Conduct a Pre-Discovery Workshop to

determine automation goals and priorities. Factors to
consider include:
Goals for automation
Access to process SMEs
Location of work being performed
Process complexity
# of Apps and systems
Current level of automation
Data access restrictions

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Step 2. Onsite Process Assessments

Task Summary: Once the candidate group is identified

conduct an onsite process assessment; for which
objectives include:
1 Filtering potential processes to determine a short list of
potential automation candidates

2 Reviewing, scoring and ranking the filtered list to create

a catalogue of preferred process

3 Conduct a final selection review to determine the first

wave process(es) for implementation

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Process Assessment Workflow Part Two

Inputs:
Individual process data:
Description Outputs:
Handling Time Process Scorecard for each
FTE Requirements process
Complete Onsite
Cycle Time and Level of Process Catalog of all
Process Assessment
Effort Metrics individual processes
Volumes
Category
Impact

Review of Process
Assessment Results
Outputs:
and Prioritization of
Project plan for implementation
Processes for Potential
Automation

Implement Selected
Process

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 Process Scorecard Part One

Candidate Process Automation Review

Virtual Operations
Organization: XYZ Company
Process Name: Do This First Process
Process Information Provided By (Name, Title / Role): John Doe, Operations Director

Briefly Describe the Process and Indicate Why It Is Being Considered For
Process is to .
Robotic Process Automation

What are the post-automation goals for this process? (ie cost reduction,
Goals are to
error rate elimination, increased cycle times, scalability, etc.)

Process Definition Metrics Input Comments

Number of FTEs Currently Performing Process 0 Comments go here if additional explanation needed

Number of Minutes It Currently Averages For One Complete Cycle of the Process 0 Comments go here if additional explanation needed

Number of Times Process Exectued Per Day 0 Comments go here if additional explanation needed

Number of Times Process Exectued Per Month 0 Comments go here if additional explanation needed

How Consistent Is Transaction Volume From Month to Month? Please Provide Comments go here if additional explanation needed

What Percentage of Process Volume Requires Exception Management? 0% Comments go here if additional explanation needed

How Many Months Will This Process Continue To Be Required? 0 Comments go here if additional explanation needed

What is the per transaction cost to execute this process? $0.00 Comments go here if additional explanation needed

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 Process Scorecard Part Two

Process Definition and Requirements Comments

Process Inputs and Outputs

Describe the initiaton of the process (i.e. what triggers the process to run) Requirements and description go here

How much manual intervention is currently required to complete process? Requirements and description go here

What format is data at process commencement? (scanned documents, digital, etc.) Requirements and description go here

What are output requirements at process conclusion (generate email, text, letter, etc.) Requirements and description go here

Systems and Applications

How many applications / systems must be accessed to execute the process? Requirements and description go here

List the applications / systems involved in the process. Requirements and description go here

How are the applications / systems accessed, ie VPN, Citrix, Web, etc. Requirements and description go here

Describe any system dependencies and/or access constraints. Requirements and description go here

Installation and Support

Will the RPA technology be run and supported by IT / Operations? Requirements and description go here

Will internal resources provide operational management of automated process(es)? Requirements and description go here

Regulatory and Compliance

Is process supporting a regulated environment or activities? Define requirements. Requirements and description go here

Describe reporting, audit requirements for the process post-automation. Requirements and description go here

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Step 3. Automation Implementation Plan

Task Summary: After selecting first wave process(es)

an implementation plan is completed, focusing on
these requirements:
Order of automation / interdependencies
Process definition and solution design documentation
IT interface and governance
Infrastructure requirements
Risk management
Project success factors
Resource team and roles / responsibilities
Timeline
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For More Information

Virtual Operations
www.virtualoperations-us.com

contact.us@virtualoperations-us.com

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Thank You!