Robotic Process Automation

RPA Bootcamp
Munich, March 7, 2016
This presentation is for all who want to understand more about
Robotic Process Automation (RPA)

Alexander Steinberg
Senior Manager
RPA Solutions Architect &
Europe RPAaaS leader

Agenda
• RPA – Definition, Concepts & Impact
• Typical RPA Journey
• Accenture RPA Service Offering
• Practical Guidance for Automation Efforts
• Questions & Answer/ Contact Information

Please note: This presentation builds on previous

Robotic Process Automation
(RPA) – Definition, Concepts &
Impact

3
 Robots represents a Virtual Workforce
Robotics is a non-intrusive way of further automating processes by providing a “virtual workforce” instead of further extending
and integrating the current applications:
Sits in existing applications and infrastructure, it
isn’t a new system or application

Can execute Robot activity is still

processes managed and supervised by
successively as a business users
human would

No fancy coding
language, object based
– string tasks together

Software which
enables automation
of repetitive business
processes

Quick to deploy –
Doesn’t actually involve someone sat at a
Automation, developed in
desktop scripting or triggering processes
days and active in weeks

4
… WITH PROVEN BENEFITS.
Provision of greater visibility and auditability of
transactions, leading to better control over end to Average handling times
Processing costs reduced end process. reduced by 40%, with a 24/7 40%
80% by up to 80%
resilient operation

Auditability
Seasonal demand can be managed by Increased productivity with the potential
deploying virtual resources at a fraction of to operate 24/7. Less FTEs needed to
the cost of an FTE Productivity complete repetitive tasks
Costs

Consistent quality guaranteed as human Approximately 6 - 12 weeks required for a

error is eliminated Quality Implementation cost effective implementation

Satisfaction

43% increase in FTEs able to

43%
43% focus on customer outcomes, Higher staff satisfaction by eradicating
eliminating human error monotonous tasks allowing individuals to focus
on higher value work
Robotics can deliver payback
on investment in c.3 months
Robotics Spectrum

• Complex data entry (more systems involved)

• Complex data gathering from different sources
• Mash up of information in unique desktop, complex reconciliations
Cognitive
• Creation of (single) interface for operators
• Rules based decision making Computing
• Complex reporting automation Technology that is
adaptive, interactive,
Digital / Virtual understands context
Assistance and can apply what is
Computer-generated learned in upcoming
Robotic Process character that situations.
simulates a .
Automation
conversation to answer
More complex questions or queries
Mini-bots automation. and provide guidance.
“phantom FTE” Consolidating data from
multiple sources into a
Tools and applications
Integrated Desktop single view to complete
to
“mash-up” a process.
automate tasks and
activities
Consolidating data from
multiple sources into a
single view to complete Siri
a process.

RPA technologies Cognitive Computing Technologies

are used to simulate tasks performed by agents, automating processes belong to Artificial Intelligence world, enable a new way of
with no need to change existing IT architecture. interaction of machines, humans and environment. Systems are
able to learn and take decisions with no need to analyze6and
manually codify all the underlying business rules
Automation criteria
Some specific characteristics define the automation maturity

The process needs to be fixed, i.e. the process is repetitive

1 1 and follows a set of pre-defined process steps (exceptions
Pre- possible as long as they are pre-defined).
defined
decision
tree There is no human (voice) interaction in the process (either
6 2 2 internally or externally). However, the automation is able to
send standardized e-mails as output.
No human
Stable
(voice)
process
interaction
The triggers and inputs to initiate the automation are come in
3 a standard, pre-defined format Same applies for process
Automation outputs.
Criteria for
Manual
5 Processes 3 There is no cognitive, human decision required in the
4 process (decisions based on reason, merit). For example,
Fixed in- whether or not to impose a fine, terminate the connection.
Significant
and
volume
outputs
4 The process is large enough to warrant the investment.
5 Processes with very limited volumes or handling time are to be
No processed manually (break-even point is around 0.3 FTE).
cognitive
decisions
The process is stable; meaning that the process is not
6 overhauled, adjusted frequently(to avoid constant maintenance
to the automation)
 Where and how does Robotic Automation add value?

Given that robotic automation can

be led by the business areas
without deep technology
integration, it adds significant
value:

• Cost Reduction
• Change Implementation
• Run Cost

• Operations Agility
Sweet spot for Robotic Automation
Services
• Change Management
Simplicity

• Technology independence

• Lower risk then transformation

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 Example: RPA Potential in a F&A client

Best Candidates Clients saving Potential

Collections & AR Order Management & Billing Order-to-Cash Analytics

20 %
Order-to-Cash

Manage
* 70 FTE

Maintain Customer Manage Sales Manage Customer Authorize & Manage Perform Revenue
Collections
Master Data Orders Requests & Inquiries Credit Assurance Activities
and Disputes
saving
Manage and Process Maintain A/R Ledger Manage Customer
Manage Contracts
Deductions and Apply Cash Billing
15 FTE
Procurement Operations Accounts Payable Analytics Process Support
30 %
Procure to Pay
* 110 FTE

Payment Accuracy Document Mgmt

Vendor and Catalog Requisition & PO Working Capital
Invoice Processing Payment Processing Receipt and
Management Processing T&E Analytics Scanning
saving
Contract Travel & Expense Payment Accuracy Pricing & Contract
Support Center
Administration
Spot Buy
Claims & Controls Compliance 33 FTE
GL, Cost Accounting & Treasury Period Close and Data Integrity Reporting Services
Record-to-Report

30 %
* 85 FTE

Cost, Inventory, & Period Close

Fixed Assets System Interface Financial Reporting Statutory Reporting
Manufacturing Acctg & Consolidations

General Ledger,
saving
Cash Management Compliance test Financial Master
Inter co Regulatory Reporting Tax Reporting
& Banking
Reconciliations and controls Data Administration
25 FTE
Budgeting & Forecasting Business Metrics & Tracking Decision support & Analysis
30 %
Fin Planning
& Analysis

Administrative & Expense/Revenue Management Balance Sheet and Volume/Price

Budgeting
TBC

Governance Allocation Reporting P & L Analysis Analysis

saving
Profit/Cost Centre Variance & Trend Product Profitability
Forecasting Variance Analysis Project Management
Analysis Analysis Analysis
TBC
• 15 FTE C&B added to RTR HC High Potential Very High
• 35 FTE MD allocated equally to PTP, OTC, RTR (25-40%) Potential (>40%)
Multiple software providers who have their strengths
and weaknesses

Main RPA tools vendors in the marketplace overview

Technology

Clients

• Enterprise automation tool • Desktop and enterprise automation • Desktop automation software • Desktop automation
• Time or event triggered automation tool with enterprise capabilities capability
capabilities • Time or event triggered automation • Workflows configured to • Integrates applications into
• Object orientated user interface, with no capabilities communicate with underlying one single view showing
.NET or Java code required • Object orientated user interface; applications on continuous only the relevant fields
• OCR integration capabilities and API Windows, Mainframe, Silverlight, basis • Clicking submit button on
integration Adobe, Java and major web providers • Object orientated user fusion screen will enable
Key • Out of the box management console • SDK functionality – coding for complex interface, with coding required data to be rendered into
Features (Control Room) tasks for complex tasks. underlying applications
• Reporting and analytics capabilities • Web based management console • ‘Record and click’ functionality and submitted to relevant
• Credential management and transaction • Web based management databases.
• OCR integration capabilities
logging console • Give users on-screen,
• Reporting and analytics capabilities
• High system recognition accuracy • Can integrate data from
process guidance during
• Multiple instances of same code, assist with • High system recognition accuracy and multiple applications into one critical processes
demand management (peaks in different screen recording
single view
seasons) • Process re-use workflows
Copyright 2016 @Accenture All rights reserved 10
• Process re-use library
RPA Journey

11
 HOW DO WE APPROACH RPA?
Strategic Journey
Value

3 Operational Transformation
Focus of today’s
discussion
1 2 Optimize Technology
Rapid
Rapid Cost
Cost Takeout
Take Out Optimisation
3 months 3 months
12 months 618months
months 2412
months
months 36 months Time
1 Quick Wins 2 Optimize Technology 3 Operational Transformation
• Tactical change with low investment based on value, • Identify and implement intelligent workflow systems • Strategic transformation to platform simplification
risk and change management appetite and digital distribution channels
Focus

• Changes to operational organizational architecture

• Focus on optimizing and automating processes • Focus on implementing automation enablers across
within current operating structure the value chain • Enable business growth and continuous capability
development
• Savings can be used to fund subsequent initiatives • Focus on optimizing processes and activities within
current operating structure
• Immediate automation projects to reduce headcount • Implement Digital enablers • Organizational structure changes
Example
Projects

numbers or generate capacity to reduce cost or drive

growth • Leverage Intelligent Workflow solutions • Target Operating Model changes

• Process Simplification and LEAN initiatives to • Consolidation of the IT estate • Channel, Platform and Application simplification
improve efficiency and speed of service • Strategy for End User straight through Computing
People

• Robotics / Automation practitioners • Experienced Solution Architects • Business Transformation specialists

• LEAN Six Sigma practitioners • Digital practitioners • Industry Subject Matter Advisors
• Change Management specialists • Robotics / Automation practitioners • Change Management specialists
• Change Management specialists
Automation Roadmap
End to End Program

Short Term Program Long Term Program

1 week 2 weeks (per sub-process) 4 weeks 6-8 weeks Ongoing
LOOKING FOR PROCESSES THAT MEET THE
FOLLOWING CRITERIA

Processes that are predominately Processes that are Mundane and

Rules Based Burdensome

Processes that have Digital

High Volume Processes
Triggers and Inputs

Processes with Limited Natural Processes with Low

Language Interpretation Exceptions
 How do we assess Robotics Processes Automation
feasibility and potential?
There are 5 top criteria to assess RPA potential:

Pre-
defined Rule Based process
decision No Cognitive decisions
tree

No
human + Algorithms based
Nature of Inputs
(voice)
interact - Human discretion

Robotics
Criteria for Fixed in- + Standard + Electronic format
and Nature of Data templates
Manual Processes
outputs - Unstructured formats - Paper
format

Stable Exceptions in process

+ Few Exceptions
process
Changes in the process - Many exceptions

High
Volume Significant Scalability

15
RPA potential assessment
RPA opportunity assessment may also be seen as stand-alone offering

Discover and Document Evaluate and Analyse

Overview

• Understand the as-is high-level processes • Calculate the automation potential and business case
• Establish a baseline processes against • Ascertain how process inputs affect outputs
• Collect data to measure and analyse the as-is

• Create Heat map for processes with RPA potential • Articulate benefit and effort estimates
Key Activities

• Workshops to derive RPA efficiency and feasibility • Identify key automation opportunities and quick wins
• Create Short List and perform SME observations • Establish an initial pipeline of prioritized RPA’s
• Create RPA Catalogue • Highlight gaps, concerns and problems areas
• Confirm license and infrastructure requirements
Outputs Next Steps

• Understand existing process capabilities via • Business case for Delivery Model
process documentation • Develop high-level implementation plan
• Identify possible quick wins • Agree and initiate quick wins
Automation Assessment
The following criteria outlines core criteria which assess a processes
suitability for automation:

Potential Scope Complexity

Process Steps External Systems Exception Handling
Transaction Volumes Third Parties Documentation
Exception Rates Dependencies Triggers
User Base Modularisation Criticality

Capacity Stability
Delivery Dates Change Analysis
SME Support Levels
Process Candidates Risk/Issues
Environment

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Key Information to gather
• Number of Processes
• Name/ description of each Process
• Complexity of process (list number of tasks and types of challenges)
• List any relevant sub processes
• Attach Flow chart of process (and sub processes) - ideally created in Visio, PowerPoint or
similar
• Daily volume of transaction
• Average handling time per transaction in minutes
• Number of people working on it expressed in FTE employees (example 2.8 FTEs)
• Location of each FTE
• Loaded cost per months per employee average
• Exceptions, Trigger points
• From where get processes input? (Number/ kind of ERPs, external websites, SharePoints,
Excel, Word, etc.)
• First pass through (how many transactions complete successfully without any exceptions?
• (measured in Percent and absolute figures)
• Any other comments

18
Additional guiding questions

• What technical challenges do you foresee (systems, applications, security restrictions,

data sensitivity, IT policies, etc.)?
• List other automation efforts that are currently planned/ in process that may impact the
Robotic Process Automation (RPA) efforts
• List any overall digital initiatives that are planned/ in process and may affect the RPA
efforts
• Describe company’s current experience in RPA.
• Who/ how many people are currently knowledgeable in RPA? In which topics?
• What department/ group/ team/ person is currently responsible for automation and/ or
RPA efforts?
• List any projects, proof of concepts or other efforts related to RPA
• List any engagement with RPA tool vendors, service providers that has helped your
understanding.
• What other areas/ topics in RPA interest you? Kindly list any specific questions.
• To what extent can you provide Accenture (ACN) with a Test and development
environment?
• To what extent can you provide ACN with access to your systems/ network or to which
extent would ACN have to access data through a Citrix interface? Please provide
percentage numbers and rational.
• Can you provide test data of last 3 months?

19
Project Brief - Example
Single Pilot Proof of Concept project

Participants Outcomes
• Process Analyst • Process Definition Document (PDD)
• Technical Architect • Pilot processes automated
• Developer • Evident benefit of automation demonstrated
• Tester
• Project Manager

• Client Process SME’s

• Client System Owner / IT
Duration
• Project Manager
The pilot phase normally takes 4 weeks
Milestones
• Identifying systems and applications in scope
• Pilot process captured and documented Assumptions
• Hardware deployed, software configured
• Process automation delivered along with exception handling
capability  Access to facilities, systems, network and data
• Outputs checked against the business requirements  Agreements and Licenses in place
 Business information (org charts, metrics etc.)
Pilot phase
Project timelines and streams

Week 1 Week 2 Week 3 Week 4

Identify process for Identify and prioritize processes for further

test automation scope

Build baseline around new

automation scope

Create conceptual design of Robotics

Operating model

Create Robotics roadmap and Business case for

scale up solution

Detail flow, inputs and steps

Configure Robot

Test Robot in Getinge

application environment
 THE DETAILED ACTIVITIES INVOLVED IN DISCOVERY

Week 1 Week 2 Week 3 Week 4

Scope Data Gathering and Benchmarking

Confirmation Benefits Case

Stakeholder Process
Business Analysis

Confirmation Prioritisation
Comms Plan Definition Pilot Selection
Process Documentation BU 1
Socialisation of
Process Documentation BU 2
Discovery Phase

Selected Processes
Process Documentation BU
2
Pilot Set Up

High Level Architecture Pilot Target

Technical Architecture

Assessment Development & Testing (Iterative Process) Architecture

Solution Architecture RPA Technology Evaluation

Robotics
Installation

Communication & Change Management

Intrastructure & Technical issues
Implementation of Blue Prism within MMI should include Infrastructure, Security and Governance considerations

Infrastructure Security

• Standard user desktop image with Blue Prism

• Define how Blue Prism robots and developers will access target
installed
systems
• Used by Blue Prism developers to build and test • Access to be controlled and limited to specific users
processes • SQL Server Database, • Robot credentials management policy
centralised repository that
• Used by Process Controllers to control and monitor holds process definitions
runtime resources and audit information

Governance

• Data Policy for defining data logged and data stored in the work
queues

• Data archival and backup defining session data archived or

deleted
• SQL Server Database, centralised • Used to schedule processes, authenticate users
repository that holds process and encrypt data • Disaster Recovery for continual services and steps to bring up
definitions and audit information passive environments or prioritise processes in the case of
• Marshalls database connections interruption
Stages of progress

Discovery & Compatibility Pilot Due Diligence & RPA Service

Process
Management
Manual Processes

Robotic Workforce

Build
Define Design UAT Deploy
Test

Delivery Methodology
Delivery&Management
Test Approach Operational Support

Technical Infrastructure, Security and Governance

 Evaluate number of processes and select most
suitable (example only):
Processes highlighted below have been identified for the proof of concept, displaying high automation ability with sizable benefit, and
achievable within the experiment timeframe
Process Sub Process Nature of Data Nature of Inputs Rule based Exceptions Effort Benefits
Channel Services Contribution Refund

Channel Services Confirm Bank Details

Maintain Financial Advisor
Channel Services
Details
Capture External Data
Corporate
Sources via an Application

Corporate Consolidate Profit Reporting

Verification of Personal
Corporate Detail on Astute & Funeral
Claims
Rewards Centre of New business application
Excellence online
Rewards Centre of New business application -
Excellence hardcopy
Rewards Centre of Measurement files – health
Excellence assessment
Registering Claim On
Claims
ASISA

Claims Beneficiary Payment

Claims Portfolio Lookup

Accenture’s RPA Service
offering

26
 WHY ACCENTURE?
950+ Robotics School of Licenses
ACCENTURE ROBOTICS PARTNERS Robotics Experts
Lab Automation available to deploy
3000+ used to upskill
on demand
Business Advisors developers

Phantom FTE
Auto Hot Key

Retail: Allocation & consolidation F&A: MiniBots used for invoice Utilities: Minibots used in our
tool used for retail client to creation and indexing for accounts Seville location to streamline
streamline accounting, bank payable team . This tool has saved
statements & weekly cash invoicing and payment processes
reporting are driving a significant efforts of 1 FTE & provided for a large European Utilities
reduction in manual work and entry desired output in 25% of total time
taken when done manually. company are driving FTE 20%
errors.

Accenture Global Capability Banking: Robots deployed for Energy: Automated tool deployed F&A: Mailing tracker used for AP
invoice unmatched processing for for Billing team at large UK-based team to manage high volume
company in finance & banking energy provider, for processing
 Deep Experience and a long history of technical implementations which include exceptions on customer accounts. mailboxes for query handling.
sector; achieved 40%  in per Tool has saved 25 FTEs, reduced Significant reduction in manual
process mapping transaction handling time & 100% manual segregation & allocation
accuracy. labour & entry errors achieved.
 Proven automation delivery framework & technology infrastructure design models and reduced manual entry errors.
for Robotics
Banking: Automation used to HR Operations: Automation tools Utilities: Letter generation & posting
 Large pool of resources globally who can be quickly skilled to meet our clients’ implemented for large UK-based
tools used for UK-based energy provider
significantly improve process of to streamline process, reduce manual
Robotics needs HR Operations provider. Over 90% labour & increase quality of output.
manual reconciliation for banking Resulted in a combined saving of
of new hire set up process
 Best practice automation documentation covers all phases of work; from organization. Currently saving 20FTEs, and increased productivity, and
streamlined, saving 2 FTEs of quality of communications.
assessment through to delivery and BAU 1.7FTE to increase to 3.3FTE. manual effort & reduced errors.
Robotics Process Automation
What is Accenture’s offering

RPA Assessment Set up self sufficient RPA Centre

Accenture conducts an of Excellence Capability
Opportunity Assessment and Define roles, processes, tools &
makes a recommendation on governance for client-run RPA
an appropriate scope for an
RPA implementation.

Vendor Recommendation Skilled Delivery Resources

Accenture uses information Accenture provides its project
gleaned in the assessment to management expertise and trained
recommend the best developers to deliver the deign,
automation technology and build & test of automated
vendor for RPA processes.
implementation.

RPA Assessment (as required) Controller – Monitor and schedule the running of Automated
Processes
RPA Setup and Delivery
Support the execution of processes (outsourcing of
Server based/Cloud-Based RPA
exceptions, problem management, etc.)
Technology
 Operate RPA
Engagement models
In-House Capability (CoE) Joint Service Model Managed Service
• Client purchases and owns licenses • Client purchases and owns the licenses • Accenture purchases and owns
• Client establishes a CoE and builds up • Accenture’s RPA resources deliver licenses
the resources and skills over time process automation • Infrastructure can be owned by Client
• OR • Accenture’s Control team Operate or Accenture
• Accenture established a dedicated CoE
(maintain and run) automation on behalf • Accenture RPA resources deliver and
of Client run process automation on behalf of
with resources in a BOT model
Client
• Client leverages Accenture’s RPA
resources to deliver the pipeline of work

• Retain control of the capability and become a • Retain ownership of licenses and • Flexible pool of licenses (robots) available at no
pioneer in the market infrastructure minimum investment
Benefits

• Rapidly develop a CoE, utilising Accenture’s • Remove capacity constraints • Ability to ramp up licenses (robots) to deliver
skills, experience and assets. • Accenture takes responsibility to deliver the processes during seasonal peaks
outcome • Full access to Accenture’s propriety tools i.e.
• Leverage Accenture’s experience, skills Character Digitisation products and Digital
across multiple technologies Workforce Platform

• Time and investment needed to develop the internal • Upfront investment for licenses and infrastructure • Consideration around scaling infrastructure and
Considerations

capability and become self sufficient. • Constraints on the ability to use Accenture’s support services
• DLG may have difficulty sourcing and retaining the propriety tools i.e. Character Digitisation products • Need to establish the right commercial framework to
right people which could slow down the ability to and Digital Workforce Platform ensure DLG derive best value from it
scale up at pace.

• Robotics license fees and Infrastructure costs • Robotics license fees and infrastructure costs • No investment from DLG
Cost Elements

• CoE Design & Implementation fees • Flexible ‘Pay as you Go’ service fee based on; • Flexible ‘Pay as you Go’ service fee based on;
• Recruitment and training fees transaction price or fixed price with gain-share transaction price or fixed price with gain-share
and risk-reward mechanism and risk-reward mechanism
• Resource Augmentation fees
• Total Cost of Ownership (TCO) including people, 29
licenses, infrastructure for maintaining the CoE
Use Cases

30
 Desktop Automation
Automation Approach
• Interaction with multiple systems
and tools
• Robots sit in central control of
the technology team
• Eliminates ad-hoc Grey IT, Cut &
Paste, scripts, macro’s
• Connections to systems become
Reusable objects which form
part of a process
• Replicates the user process and
works 24*7
• Goes at machine speed, error
free and 100% compliant
• Self-service platform for
automation creation
• Low management overhead
Data Centre

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Desktop Automation
Presentation Layer Integration
Robotic Automation Technology enables expediting of back office processing by automating the steps of
a rules-based, non-subjective process.
Automation is achieved via differing layers of the presentation layer, meaning no changes to the
underlying systems are required:

Traditional API Connectors

• Interact with Web
Services, Messaging etc.

Application Connectors
• Interact with specific
products e.g. SAP

Technology Connectors
• Interact with platform activity
• Connect with Java, HTML, HLLAPI
• Use defined API
System Connectors
• Monitor OS activity
• Capture screen text
• Send mouse click messages

Surface Connectors
• Describe windows appearance
• Recognise drawn text
• Simulate mouse clicks
• Send keystrokes to window Universal Connection Scope
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 Desktop Automation
Interfacing methods and supported Technologies:

• Windows Applications
• Java Applications
• Mainframe Applications
• HTML Applications
• Remote applications e.g. Citrix
• Accessible applications
• SAP applications
• Web Services
• APIs and COM Components – via .NET Extensions
• Direct Data Transfer
• File Manipulation via .NET Extensions

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Desktop Automation
Simple & Rapid Execution
Robotic automation is driven by logical instructions on how a business process should work
The Instructions are programmed rapidly within the robotic software using an interface that resembles a
simple Visio process map

The Robots are designed to interact with the front

end screens of existing applications as if they are
human users, making expensive integration with
legacy systems unnecessary

No process optimisation or transformation is necessary

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Unified Processes
Single consolidated view of business processes:
Enterprise Mashups provide a single point of entry for of business data integrated with legacy
applications to improve real-time decision making.
Enables improved operational efficiency and process handling time by integrating heterogeneous
applications:

Enterprise Legacy
Mashup/Portal Applications
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Processes Streamlining
Agent Desktop Modelling
Improves customer service experience by streamlining an agents interactions with a large number of
systems.
Migrates agent interactions from system driven to customer driven, optimising call processes, tools and
establishing a customer centric view, agents are more effective resulting in reduces average handle
times.

Unified Guided Task

Desktop (SSO) Workflows Automation
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Data Management
Automated data management, batch processing and validation:
Simple automation of data intensive, time consuming, error prone and costly ERP/CRM system
transactions.
• Enabled bi-directional data transfer
• Integrated results to input media and verbose error logging
• Ability to validate data before actual update committal
• Integrated scheduler enables Unattended operation

Import Export

ERP/CRM Systems

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Accenture Case Studies

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SCOPE OF WORKPLACE AUTOMATION
Consider the 2 types of human skill that technology seeks to automate:

Execution of Work Skill Decision Making Skills

Assist Replace Approach Assist Replace

Technologies that provide this automation sit on a spectrum of capabilities:

Assisted Autonomous Cognitive
Traditional Desktop Automation Intelligent Execution Intelligent Decisioning
• Scripting of individual tasks. • Large scale unattended processing • Aids or replaces subjective decision
• Assists a human staff member with • Must respond to fluctuations in making based on large data samples
their activities system response, unknown events, • Interprets contextual information
• 1:1 support requirement – runs on unanticipated business scenarios and provides consistent reasoning
each agent’s desktop without interruption • Assists in the streamlining of
• Increases efficiency of existing • Considers security, scheduling, processes and routing of enquiries
workers audit, exception management • Allows human-like reasoning to be
• Helps to consolidate information • 1: Many support requirements : applied in larger volumes e.g.
and provide consistent customer 2: humans can supervise 200+ transaction monitoring, fraud
experience robots identification, call filtering
• Assists in streamlining work and • Replaces a back office function
optimising processes
 Assisted Automation

58% productivity gains due to AHT Reduction from 12 Mins to 5 Mins

Accenture Gym Subsidy

Account / Process: Details
Administration
Main Applications MS Exchange Process Description : Administer Gym Subsidy for
Used: SAP Accenture Employees - Solution:
• Attended/Assisted Automation
• Read Application, Check Eligibility
• Update Subsidy Amount in SAP
• Send a confirmation Email
Current Process
RPA

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40
projects.
Unattended Automation

100% productivity benefit due to entire FTE reduction

Account / Process OTC – Order Indexing

Details

Main Applications
UnattendedCitrix
Used
(Outlook),
Automation
Knowledge Desktop
As Is Process
Invoices come in email, multiple formats. Key
Capture (Windows fields need to be indexed and saved along with
Custom App), Excel Order image.

RPA Solution
• Full unattended automation
Other Benefit/s: • Automation reads data from Email and
• Fully unattended automation, no human populate KDC
intervention required • Automation uses job aids (Excel) for data
• Reduced handling time resulting in improved transformation and business logic
SLA 5 days to Real Time • Seamless integration with KDC and Excel
• 5 days faster revenue recognition of 2.5M$ • Transaction logging

© 2014 Accenture. All rights reserved. Confidential Information of 41

 Hybrid Automation

50% productivity gains due to AHT Reduction

Applications
Hybrid Automation Process

Scan
Invoice
Indexing Invoice Expensing /
Invoice routed to Coding
Supplier Invoice Invoices (URN)
POC / Authorizer Expenses the invoice in
Receipt via PO gets indexed in Payments
for Outlook PeopleSoft by Indexing
Box and Email DFM basis
approval details as per DFM
details on the
DFM Documents invoice
(URN)

Comparison
• ~ 8% duplicates sent to • Code validation of post • Post approval re entry
Standard business PSFT entry
Process • 5% duplicate accrual
• Duplicate data entry
Interface not feasible
• 0% duplicates via tool • Code validation • Separate queue created
With RPA
check automated by • Approved voucher auto
• 0% duplicates accrual Automation Script created

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Contact Information

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Follow up on Robotic Process Automation
Alexander Steinberg RPA/ RPAaaS Solution Architect
Senior Manager multi-lingual, based in Munich, Germany

Email: [email protected]

Thank you for your interest in RPA.

For more insight, see document that provides a link to trainings and articles on RPA.
https://kx.accenture.com/Repositories/contributionform.aspx?path=C33/56/50&mode=read&
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Or you may refer to my knowledge blog on RPA and other Automation/ digital related topics:
https://blog.accenture.com/alexander_steinberg/