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Getting Robotic Process Automation
How robotic automation can automatically make you more agile,
productive and efficient
RÉFÉRENCES COULEUR
24, rue Salomon de Rothschild - 92288 Suresnes - FRANCETél. : +33 (0)1 57 32 87 00 / Fax : +33 (0)1 57 32 87 87Web : www.carrenoir.com
ENGIEFLUX_MULTI_CMYK23/04/2015
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We are a global enterprise committed long-term to the UK
ENGIE (formerly GDF SUEZ) is one of the world’s leading energy and services companies with long-term UK commitments.
Our UK operation comprises of three divisions: Energy Infrastructure, Energy Solutions and Services. Across the public, private and healthcare sectors, we work as a strategic partner delivering sustainable solutions to meet our customers’ current and future requirements.
154,950 20,000th8
70€69.9
In the UK we generate revenues of approximately Making ENGIE
the UK’s
Are employed by ENGIE Globally
Are employed by ENGIE in the UK
Largest overseas owned employer
With worldwide revenue of
differentcountries
Across bn £2.8
bn£
UK Clients14,000 sites, 25 million square metres of managed space
local GovernmentNorth Tyneside Council
North East Lincolnshire Council
Olympic Park
Cheshire West and Chester
Leeds City Council
Central GovernmentHM Treasury
Department for Work and Pensions
healthcare
Royal Infirmary of Edinburgh
Pinderfields and Pontefract Hospitals
Queen Elizabeth Hospital, Birmingham
University Hospital North Durham
Royal Salford Hospital
Private sectorThe Shard
Gatwick Airport
BP Sullom Voe
4 5
Business Processes
Facilities Management
Technical Services
Energy Services
Improving the efficiency of UK businesses, buildings and infrastructure
ENGIE are leading providers of integrated services – specialising in business process solutions, FM, technical and energy services for the built environment. We offer efficient management of buildings and installations – whilst achieving high levels of energy & environmental efficiency.”wilfrid Petrie, Chief executive
“
Our broad integrated service offering allows us to guarantee transformational outcomes – from reducing cost & environmental impact and maximising operational resilience, to improving the quality & efficiency of business processes.
Servicesbusiness processesBusiness process outsourcing expertise which utilises our innovative solutions to create and drive new opportunities.
facilities managementIntegrated and flexible Facilities Management services delivered by our multi-skilled employees to ensure optimum efficiency.
technical servicesComplex technical projects, from design and construction, to operation and maintenance support.
energy servicesEnergy, carbon and sustainability strategies, harnessing low-carbon technologies and energy efficiency.
6 7
It is relatively rapid to design, develop and deliver a robotic automation solution, whatever the legacy IT infrastructure, systems and software.
the applications for robotic automation are wide ranging; any definable, repeatable, rules-based process can be automated.
Because robotic automation is scalable, it copes effortlessly with ever-changing peaks and troughs in workloads that normally demand constant shifts in human resources.
Typically, it is being successfully applied to carry out routine back office processes, in functions such as finance and accounting, human resources, customer service and procurement – improving efficiency, cutting costs, and raising productivity and quality in tasks ranging from data entry, to payroll processing and online transactions.
Robotic automation can also add further value by allowing separate processes to be joined up to create wider efficiencies and improvements to services. For example, if a customer advises of a change of address the robotic software updates the data for one service area and can then take the normally siloed data and update all other IT systems with the same information, providing a responsive and accurate service for customers.
While robotic automation could be seen as an evolution of current technology, its impact could be revolutionary, enabling organisations to radically redefine not just how they work but the work they do too.
“Robotic automation… enables organisations to automate existing user actions – as if the user were moving through and across their current raft of applications.” (forrester, 2014.)
Briefly, robotic software interacts with the user interface of existing business applications (using the same business and security rules) to process transactions, input and manipulate data, and communicate with other IT systems.
Relatively new, particularly in the public sector, it is rapidly gaining traction. Organisations implementing robotic automation have seen immediate and dramatic improvements in accuracy, productivity and speed of processing; while staff are freed from mundane, repetitive tasks to focus on added-value and customer-oriented roles.
Robotic automation– evolution or revolution?
“I welcome the introduction of robotic processing automation, which is eliminating the tedium of data inputting; allowing our colleagues more time to engage with customers on higher value services and ensuring we deliver the right benefit to the right people at the right time.”Jane errington, operations manager (benefits), enGie
A capable and scalable solution
Unlike other automation technologies, robotic automation mimics existing rules-based processes.
“The speed which we have been able to programme, build and deliver the software for additional robotic automation processes is amazing. We went from developing robotic automation, to testing and verifying output, and going live in less than four weeks.”suzanne sherriff, senior Project manager, enGie programme team
removal of human data inputting
100%RPA can be scaled up or down quickly
8 9
An experienced partner you can trust
ENGIE has first-hand experience of designing and implementing robotic automation for clients.
“Having been trained as robotic automation experts, it’s really exciting looking for other areas where we can develop and implement the software.”Rachel trainor, business Analyst, enGie programme team
Solutions to complex problems
Robotic software is a key tool to delivering the next generation of eGovernment. It’s also the case that when back office APIs can be very expensive and hugely impact business case savings, robotic software can provide a more cost effective alternative as part of a broader process improvement programme.”martin Ruane, Programme director, enGie
“
As well as offering automation expertise, our programme team ensures that the robotic automation project is implemented in the smoothest, most effective way possible – developing and engaging people during the seamless transfer to robotic automation.
We work in collaboration with client partners to make sure the right processes are automated in the right way and the required benefits are delivered speedily.
Our automation know-how also ensures that clients can avoid the pitfalls and minimise the risks associated with the introduction and implementation of this advanced new technology.
Over time, our public and private sector experience and expertise has taught us that robotic automation works best when it is part of a broader process improvement programme.
We have an extensive track record of delivering successful transformation programmes across the public, private and healthcare sectors. Our team of transformational experts can deliver wider process improvement programmes, in addition to robotic process automation expertise, making us uniquely placed to ensure that our transformation projects deliver sustainable, tangible business benefits over the long-term.
We know from experience that people are the real drivers behind a successful organisation that is able to continually evolve and improve and we can implement Lean Six Sigma training to ensure that employees at all levels are engaged, empowered and motivated to achieve the goals of the enterprise.
10 11
Quick and simple to implement...
...and return on your investment
The future of the back office is humans working side-by-side with robots – just as in manufacturing – achieving lower costs, increased efficiency and quality, improved productivity and more fulfilled employees.
in most cases, it is a team effort. People work alongside the ‘robots’ in assisted automation, intervening when a human needs to make a decision, for example regarding an exception.
Robotic automation replaces mundane, manual tasks not people’s jobs. This creates capacity, which the organisation can choose to reinvest in added-value, realise as savings or a combination of the two; according to the needs of the business.
The benefits of robotic automation can be maximised by integrating the automation with other assistive technologies as part of a wider process improvement package. For example, robotic automation can be used to support channel shift; combining online forms with robotic automation helps reduce routine workload on organisations and empowers customers with a self-service facility that is easily accessible, high quality and extremely responsive.
Robotic automation also creates non-direct opportunities as part of a wider transformation programme, which delivers further service enhancements, efficiencies and cost savings.
One of the major advantages of RPA is that it is comparatively simple and straightforward to implement as it uses the existing user interface and mimics existing user actions. It is not built in to the IT infrastructure but is positioned above it.
Organisations are able to experience the benefits of robotic automation without having to transform or even update their legacy applications and systems.
What is more, robotic automation is code-free; no formal software project is required. It is also non-invasive, so the security and integrity of the current applications is fully maintained.
This enables business users to drive the design and development of the automation project, and to manage and maintain the automated process without additional burden placed on the IT resource.
Robotic automation is a highly affordable, quick-to-implement process improvement solution that provides a rapid return on investment.
A process can often be automated within one to two months; while robotic automation projects usually achieve total payback within a few weeks.
The returns are more than just financial. In-house teams develop robotic automation expertise and, as well as managing the automated process, are able to seek out further opportunities for automation – this ensures staff continue to enhance their robotics know-how and the organisation benefits from continual improvement.
152,000 20,000th8
70€74.7
In the UK we generate revenues of approximately
Making Engie the UK’s
Are employed by ENGIE Globally
Are employed by ENGIE in the UK
Largest employer
With worldwide revenue of
DifferentCountries
Across bn £3.7
bn£
£
Low implementation costs
Works with existing IT
Quick to implement
Rapid return on investment
12 13
Clearer insightsRobotic automation continually monitors every transaction, providing a complete process record for advanced analytics.
Interrogating this mine of data provides valuable management insights that can be used to inform more effective decision making and to streamline business processes.
Higher satisfactionemployeesRPA enables the automation of manual, repetitive tasks that often do not add real value to the service offered. Relieving employees from these monotonous duties, such as data inputting, allows people to be deployed to personally interactive, problem-solving tasks, such as customer contact and query resolution.
Employees are also able to focus more on strategic thinking, and improving overall business and service performance.
A knock-on effect is better job satisfaction – people performing more rewarding roles naturally feel more motivated. this raised morale helps improve employee productivity.
CustomersAutomation helps make processes more efficient and more responsive, and releases capacity that can be assigned to added-value and customer-facing activities, such as customer query resolution; a more effective use of human resources. This contributes to a joined-up, more responsive service, with faster outcomes and improved customer satisfaction, retention and acquisition, as well as reducing complaints.
Greater accuracyRobots are better at adhering to rules than humans; and robotic automation virtually eliminates processing errors, which automatically improves the quality and consistency of the outputs.
Removing the human element and eliminating its mistakes also helps reduce the additional workload, costs and customer complaints.
Furthermore, the consistent accuracy and constant monitoring ensure the organisation remains compliant, which is crucial, especially in cases where there are service level agreements and/or regulatory controls that are critical to success.
This reliable, high quality of service can also evidence capability and credibility when conducting new business development.
Increased productivityOf course, robots can work around the clock without taking time off and tasks can be carried out when it is most efficient and timely to do so.
With greater accuracy and processing speed, productivity is improved significantly, enabling a greater volume of work to be done in the same time or the same duties to be completed in less time.
Productivity increases for robotic automation range from double, up to ten times that of a human counterpart.
Lower costsRobotic automation acts as a virtual workforce and can be scaled up or down according to changes in workload. This operational flexibility manages the peaks and troughs in demand, in real time, without having to rapidly and constantly recruit or train additional staff.
The saving in staffing is enhanced by operational savings.
it is estimated that robotic automation can complete routine tasks at up to two-thirds the cost of a human operative.
Improve not just how you work...
...but the work you do
14 15
The new online benefits claim form was launched to supplement the existing paper form. Within three months 87% of new claims were submitted online.
ENGIE also implemented Coactiva risk-based verification software to enable real-time assessment and notification of the evidence required for each new claim – allowing prompt processing and swift payment of low-risk claims – over half of benefit new claims could now be assessed within 24 hours of submission.
Revenues serviceThe revenues service concentrated on using robotic automation to process online Council Tax Direct Debit applications. This project was the first to be engineered by the ENGIE in-house team, which applied its newly-acquired robotic automation skills to produce a successful solution to a complex process.
This core team was specifically trained to develop and build all current and future robotic automation activities – harnessing their business expertise, while enhancing their robotic automation know-how.
Automated telephony is being implemented to enable customers to make Direct Debit applications over the phone, extending accessibility for customers and reducing loss of revenue for the council. Once in place, robotics will be used to process the updates daily.
In 2014, ENGIE and the authority embarked on a groundbreaking robotic process automation project to improve service quality and consistency, while achieving greater efficiencies and cost reductions.
Initially, robotic automation was delivered within the revenues and benefits services; the technology is now being rolled out across other areas of the authority, such as recruitment.
ImplementationThe partnership teamed with Blue Prism (robotic automation software specialists) and IEG4 (digital channel experts) to design and deliver the robotic automation project. ENGIE created a process flow chart – a schematic of each action required for the claim application, including all decision-making logic. Automation followed the flow chart logic. Where there was an element of uncertainty, this was engineered as an exception and flagged for human intervention.
To develop robotic process automation, partnership teams took part in workshops to identify non-value added activities. This also provided the starting point to engage staff and encourage their support for change.
Solutionsbenefits serviceWithin the benefits service, robotic automation focused on processing data from online benefit new claim forms – a first for a local authority; partnering with IEG4 to integrate the online forms with the robotic systems. To ensure the IEG4 team had a full appreciation of the benefits process, the ENGIE team delivered multiple training webinars, which produced the business and technical specifications for the robotic automation project.
Robotics automation was integrated with the online form. When a claim was submitted online, robotics entered the data into Northgate benefit system without any human inputting.
We have a proven track record in robotic automation
background:
In 2012, ENGIE signed a 15-year partnership agreement with North Tyneside Council to deliver a number of key public services, including revenues and benefits, customer services, ICT, finance plus payroll, HR and employee services, and procurement.
16 17
institute of Customer service uK Customer satisfaction Awards 2016
Winners:
Best use of Technology
institute of Revenues, Ratings & valuations (iRRv) – 2015 Performance Awards
Finalists:
Excellence in Innovation (Joint Organisation)
2015 uK it industry Awards
Finalists:
Workplace Transformation
Finalists:
IT Project Team of the Year
local Government Chronicle 2016 lGC Awards
Finalists:
1. Driving Efficiency through Technology
2. Efficiency
2016 mJ Awards
Finalists:
Workforce Transformation
Debt recovery automationRobotics was incorporated within the enforcement team, which is responsible for late payments, mainly of Council Tax. Previously recovery reached a particular stage and subsequently became a manual process to allocate fees or transition cases to the enforcement stages. The change programme team implemented the additional robotic automation, so cases are driven to a task manager, where the robotics works through the task list to process the compliance fees and issue notices, and then update the enforcement status. As a result, RPA has cut the processing time for enforcement cases by 85%.
Improvements• Quicker claims processing and faster customer
response times within the revenues and benefits services are proving sustainable.
• Robotics has assured quality and accuracy, leading to 100% removal of human inputting errors.
• Employee skills, capability and confidence in robotic automation continues to grow, resulting in further time and cost savings.
• Automation continues to be rolled out to other areas, such as recruitment, using in-house expertise.
• Assessors can concentrate on assessing claims accuracy, rather than performing routine tasks, leading to reductions in fraud, and speedier claims resolution.
• “In the benefit area, complaints rose to 55 in 2014-15. Analysis showed that 30 of these complaints were due to a delay in new benefit applications being processed.” (Complaints Service Report April 2013 – March 2015). Customer complaints have almost been eliminated as new claims are dealt with promptly.
Key outcomes for RPA & integrated online forms were to:• Deliver an improved and faster
service to claimants
• Enhance the customer experience
• Drive down processing days
• Improve service efficiency
• Reduce costs without negatively affecting service quality
National awards and recognition for the North Tyneside RPA Project
Robotics is processing benefit applications more quickly for the residents of North Tyneside, while delivering efficiencies to the Council and ENGIE.”Andy scott, senior Client manager, north tyneside Council
“
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RPA benefits and outcomes – North Tyneside Partnership
removal of human data inputting and 100% removal of inputting errors.
reduction in time taken to deal with debt recovery cases (10 minutes June 2014, to 90 seconds June 2015).
increase in processing of Council Tax Direct Debits (55,361 June 2014, to 59,941 June 2015).
“Easy to complete and understand – all the information and evidence required was summarised.”
85%
100%
£
NEWCLAIMS
of new bene�ts claims are now made online and 91.4% of customers reported no dif�culty using the online form.
of new bene�t claims are now commenced within 24 hours of submission.
reduction in days to process new bene�t claims (36.97 days September 2014, to 18.20 days w.c. 25th January 2016).
PROCESS
87%
55% 50%
8%100%
of customers hadno dif�culty using the online form.
removal of the daily manual production of direct debit con�rmations by staff.
complaints in 2014/15 were due to delays in processing bene�ts new claims – all such claims are now dealt with promptly, eliminating these complaints.
91%
15
12trained as transformation and robotics experts.
Year Partnership with North Tyneside Council and ENGIE.
local authority to introduced RPA to online bene�ts new claims.
1st
staff
PROCESS
“It was quick and simple to send off the form from home after work. I didn’t need to worry about handing the form in or remembering to post it.”
“It was clear and easy to use, fast and safe.”
30/55
email all registered users with job details
Advertise post
validate salary& Grade matchon oracle
switch ontalent pool
Addsafeguardingstatements
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NO
NO
Approved?Request changeon Oracle SelfServices
RejectSystemNoti�cation
Noti�cation received in Oracle work list
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Validate data
Employee onprotected pay
NO
Process manually
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Change of Job TItle – applied to post (change automatically pulls through to assignment)
Change Line Manager – applied to post
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Post vacant? Close Systemnoti�cation
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Robot human operator
head of service
Processing changes to employment New starters
ROBOT
Authority toRecruit efom
existing Post
Create new post on oracle system
notify finance via email
Authorise
input data into oracle for payroll
Register bankdetails online
ne Jobs Robotnorth tyneside Council website
Key: Automated Activity | Candidate | Manager
manager
Example RPA process flows
Completeapplicationonline
Attendinterview
Onlineshortlist
Identify successfullcandidate
Automatedinterviewcorrespondence
Automatedoutcomeletters
AUTHOR ISE
NO
YES
22 23
Customers• Quick turnaround for services
and prompt payment of benefits
• Easy online form filling – more accessible service
• Better face-to-face access to customer advisers
managers• Ease of implementation
• Quick returns
• Ensures compliance
• Improves productivity/accuracy/quality/consistency
• Helps move to self-service
• Smooths out peaks and troughs in workloads
• Provides business insights
it team• No huge extra burden/workload
• Code-free
• Retains existing/legacy IT infrastructure/ systems/software
• Ease of implementation
staff• Upskilled to work alongside (hand-in-hand
with) robotic automation
• Removal of mundane data inputting, instead able to assess robotic automation reports
• More fulfilling work
• More time for added value work and query resolution, and speeding up processing times
• More focus on customer satisfaction
• Enables team to look for further areas to implement robotic automation
• Able to develop and write robotic automation programmes themselves
• Work alongside specific service areas to implement new robotics automation
“RPA provides benefits to our staff, our clients and the communities we serve, through better and more efficient use of resources. The RPA virtual workforce has enabled the real workforce to transition from routine processing duties to added-value and customer-facing activities, such as customer query resolution; a more efficient and effective use of human resources, vital for a budget-tightened public sector.
The pay-off for our staff is that increased expertise and up-skilling has created opportunities for them to transition to more fulfilling job roles, which has enhanced staff satisfaction, motivation and morale.”
mike hedges, Partnership director
RPA benefits staff and customers
25
‘My view’ of Robotic Process Automation
“Our Partners ENGIE design, create and test RPA, and have developed the automation knowledge and business expertise to improve processing through a virtual workforce. Previously, additional human resources and training would have been required; with RPA, this is no longer always the case.
Outwardly residents see a seamless service; there is no awareness that the processing is no longer carried out by a human. What is apparent are consistent decision making, efficient service delivery and resources applied to deal promptly with more complex cases where human intervention is required.
The Council see great opportunities to revolutionise traditional back office processing, using a virtual workforce to perform the bulk of the processing; leaving the human workforce to concentrate on customers. RPA is a major tool in creating modern, efficient public services.”
Andy scott, senior Client manager, Revenues, benefits and Customer services, north tyneside Council
“As Programme Director, I initiated the use of robotic process automation following on from a strategic piece of work I’d undertaken.
With RPA, I’ve been able to deliver true transformation that is rapid and low cost, resulting in more efficient processes, shorter response times for customers and improved services, like the new benefit claim form. By reducing low-value, time-consuming processing work, we’ve also been able to elevate workers to focus on more in-depth contacts with customers, such as for benefit claims.
Our customers’ expectations are changing and people require services on demand at their convenience. Innovative use of new technology is helping us achieve this for residents.”
martin Ruane, Programme director
24
26 27
“I was a subject matter expert on Accounts Payable RPA, working with the business analysts to build and test the process.
Payments RPA automated monitoring requests, saving reports and outputs, and sending requests to other departments. Human intervention has been retained and integrated at several stages to verify and authorise payments.
After being involved in an RPA build and seeing it in action, I can see its potential. If the correct processes are identified, and the requirements are outlined correctly with the subject matter experts, it can be a very useful tool in helping to reduce processing time.”
Richard Chaplow, financial services support team leader
“The RPA technology is a revolutionary and powerful tool in which to deliver transactional services to improve the customer experience and create greater organisational efficiencies. As early adopters my team have provided the business expertise and knowledge to develop the use of RPA within the Revenues & Benefits Services.
Initially developing automation for new benefit claims, the technology has rapidly been extended into other areas of the service. We are creating a virtual workforce which carries out the data input to supplement the existing workforce; which then enables our valuable human resources to be targeted more effectively.
This is a great opportunity to modernise public services and exploit the benefits that this cutting edge technology can bring to services for the advantage of both customers and the organisation.”
Jackie mulvey, Revenue & benefit service development & support manager
“I worked closely with Employee Services to build and implement the timesheet RPA process.
I learned a lot about creating an RPA process, as well as communicating effectively, gathering information and creating relationships. I am now more capable of identifying other areas with the potential to generate efficiencies. Once rolled out, I see huge efficiencies in the timesheet process, given the number of our employees.
Having built a process myself, I believe there is room to bring RPA processes into all service areas. As long as the processes and requirements are correctly scoped out, I cannot see how RPA could be viewed as anything other than an extremely useful tool.”
leanne murray, business Analyst
CONTACTMartin Ruane
Programme Director
Email: [email protected]
Mobile: +44 (0) 7772 532101
ENGIE25 Canada Square, Canary Wharf
London, E14 5LQ
engie.co.uk
