INTELLIGENT AUTOMATION best practice
guide
FOR PUBLIC SECTOR. 5 BEST PRACTICES TO ENSURE SUCCESS OF YOUR TRANSFORMATION PROJECT.
INTELLIGENT AUTOMATION
best practice guide FOR PUBLIC SECTOR.
Only one in every five government transformations — major projects that aim to overhaul a public service — is successful, according to a survey of public servants. £ 2.8 TRILLION IN PUBLIC VALUE COULD BE CREATED EACH YEAR IF TRANSFORMATION PROJECTS MET THEIR OBJECTIVES.
The McKinsey Centre
Before we begin this document, it will be wise to establish a common understanding of the word Intelligent Automation in context of the Public Sector. Simply put “it is the automation of business processes using a combination of digital technologies for capture, processing, workflow automation, RPA, machine learning and AI”.
INTELLIGENT AUTOMATION IS RESOLVING OLD PUBLIC SECTOR PROBLEMS, USING NEW TECHNOLOGIES FOR BETTER CITIZEN OUTCOMES. UK government is committed to improving citizen outcomes by offering digital services and its objectives have been outlined in the 2020 Digital Transformation Strategy. However, too many transformation projects have failed based on either not meeting timelines, not being completed in the estimated budget or not meeting the final objectives.
HOW TO ENSURE SUCCESS OF YOUR TRANSFORMATION PROJECT? Convedo are experts in delivering intelligent automation solutions that are driven by business goals and not technology. Hence, the success rate of our projects is high. We leverage the best suited technologies to ensure intelligent automation establishes your new way of working. The secret to success is not just choosing the right technology.
for Government
5 BEST PRACTICES TO ENSURE SUCCESS OF YOUR TRANSFORMATION PROJECT see next pages
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5
BEST PRACTICES TO ENSURE SUCCESS OF YOUR TRANSFORMATION PROJECT
1 .
SET U P FOR SUCCESS –
select the right process. IF YOUR AGENCY IS SEEKING TO IMPROVE EFFICIENCY, THE FIRST STEP IS TO ASSESS YOUR CURRENT WORKFLOW.
How are tasks performed today? What are the steps and how effective are they? What are the resources involved? Consider personnel, systems of records and models of information exchange.
For example, if you were considering automating invoice processing – how many invoices do you receive, what formats – paper/electronic? Who processes the invoices? Against which systems the invoice amount needs to be validated? What is the payment process? Who approves the payment? It’s essential to analyse and chose a process that is mature and has defined tasks that are repeated in high volume. A process that involves a of data exchange between various parties and systems is often considered best for automation. Another important factor to consider while deciding which process is nontechnical but very important, especially in public sector, is managing stakeholder interest. How is the automation going to improve their performance and what are other benefits related to the implementation? Having stakeholder buy-in should be weighted quite high in selecting the right process.
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2. CREATE A digital
workflow OF THE SELECTED PROCESS . Process Studio to drag and drop modular tasks. These tasks could be Capture Intelligent automation allows you to create workflows by using the Object and information with OCR, bring information into systems of record, process information automatically or with a human in the loop, link processes and publish final outcomes. This step highlights the importance of choosing a mature process as automation of a broken process would not contribute towards your goal of increasing operational efficiency.
3. THERE WILL ALWAYS BE exceptions – BE PROACTIVE, BE prepared. There will always be exceptions. The last thing you would want for automation is to create a big exceptions queue that requires more time and effort to resolve. This defies the logic of automation. Exception scenarios should be programmed in the workflow. For example, You wouldn’t like the automation to stop working if you suddenly received large volume of complaints. Rather, you would like it to follow a different logical workflow if there are too many complaints – maybe notify multiple customer service agents rather than one. Thus, resulting in more efficient processes and exceptional handling.
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4. MAKE ROOM FOR growth – YES, YOUR DIGITAL EMPLOYEES PROGRAM FOR NEED TO BE ALLOCATED TASKS TOO. It’s seen as best practice to assign different tasks across multiple digital workers. SCALABILITY . This creates work queues and makes it easy for you to scale up and out, or back and down.
5. INTELLIGENT AUTOMATION KEEPS GIVING – CREATE A
Centre of Excellence (COE). An automation Center of Excellence (COE) is a group of people, processes, and technology necessary to maximize the benefits of automation. This could be formed inside your organisation or outsourced. The role of COE is critical in looking for more opportunities for automation with the assets and models that have been created so you can multiply the returns from your investment. It is the most effective way to embed automation into the way of working for your organisation.
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IMPROVE CITIZEN OUTCOMES
Choose THE RIGHT AUTOMATION PARTNER: convedo.
Whatever the specific mission of your agency, Intelligent Automation can help you attain it with more efficient and accurate processes, a more optimized workforce, better compliance, and more satisfied citizens. Convedo have helped government agencies address speed, process improvement, quality, accuracy and even the citizen experience by combining the power of artificial intelligence (AI), robotic process automation (RPA), business process management (BPM), and integration. Read more about convedo on https://www.convedo.com/
REFERENCES https://reprints.forrester.com/#/assets/2/85/RES144414/reports https://www.ey.com/Publication/vwLUAssets/ey-robotics-for-governmentand-public-sector/$File/ey-robotics-for-government-and-public-sector.pdf https://www2.deloitte.com/content/dam/Deloitte/uk/Documents/ Innovation/deloitte-uk-innovation-the-new-machinery-of-govt.pdf https://info.aiim.org/aiim-blog/four-best-practices-to-guide-yourintelligent-automation-journey
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IF YOU WANT TO WORK WITH A RESPECTED AUTOMATION PARTNER THAT HAS THE SCALE, EXPERIENCE, CAPABILITY AND APPROACH TO HELP YOU ACHIEVE YOUR OBJECTIVES, TELEPHONE +44 (0) 207 718 0183 OR EMAIL INFO@CONVEDO.COM www.convedo.com