What are good processes to automate with RPA?
The following article is not an exhaustive list of business processes, but it is designed to share some ideas on what processes are good candidates for automation. Please feel free to share your feedback and any ideas to add or adjust, so we can make this a community forum for everyone to benefit from.

RPA Use Cases

Procure to Pay ·       Supplier Onboarding ·       Portal queries ·       Price comparisons ·       Vendor reviews ·       Validate contract terms ·       Category Management

Oracle Finance Close ·       Sub-Ledger Closing ·       General Ledger Close ·       Data Assurance ·       Consolidation ·       Internal Management Reporting ·       External Financial Reporting ·       Filing

Quote to Cash ·       Supplier pricing comparisons ·       Order exception processing ·       Delivery reconciliation ·       Customer onboarding and master data maintenance

Record to Report ·       Supporting financial close ·       Data extraction for accounting close ·       Data management

Finance & Accounting Use Cases ·       Customer Payment Application ·       Supplier Invoice Processing ·       Supplier Payment Processing ·       Supplier Onboarding ·       Customer Onboarding ·       Bank Reconciliations ·       Account Reconciliations ·       Create Journals ·       Website Downloads (Bank, Financial, Tax, State, Utility, Phone, etc) ·       Report creation

HR Use Cases ·       Candidate sourcing ·       New Hire onboarding ·       Payroll automation ·       Expense management ·       Employee data management ·       Termination

Manufacturing Use Cases ·       Bill Of Materials ·       Bill of Lading ·       Logistics data automation ·       Inventory management ·       External communications

Supply Chain Use Cases ·       Purchase order creation ·       Contract management ·       Shipment Status Communication ·       Returns Processing ·       Updating vendor records

Energy & Utilities Use Cases ·       Meter Reading Validation ·       Billing and Statements ·       Payment Reversal/Adjustment Claims ·       Complaints Management ·       Risk Assessment	IT Use Cases ·       Administration tasks ·       Running diagnostics ·       System checks ·       Managing patch processes ·       Managing backups ·       Password Resets
Insurance Use Cases ·       Claims o   First Notice of Loss (FNOL) o   Adjustments o   Settlements ·       Underwriting o   Policy registration, administration, and servicing o   Renewals o   Cancellations ·       Audit and Regulatory Compliance ·       Sales and Distribution	Customer Service & Support Desk ·       Incident management ·       Billing queries ·       User administration ·       Updating records ·       Incoming customer inquiry
General Ideas ·       Website Scraping ·       Data transfer between systems ·       Calling APIs ·       Running queries ·       Creating reports ·       Refreshing dashboards

RPA Glossary: Robotic Process Automation Guide that provides valuable insights into RPA

Thank you for clicking on this article.  Enclosed in this article is our comprehensive point of view for all things Robotic Process Automation (RPA) that you may have heard about, may have wondered about, or it will be new concepts for you.  We hope this provides valuable insights into RPA and gives you help on your journey.  If we are missing any term or concept you wish to learn about, please let us know and we will share with you our insights and keep this article updated with the feedback we receive.  Thank you in advance for sharing your RPA journey with us and please let us know how we can help.

Topics Covered:

What is Robotic Process Automation (RPA)?

Understanding Process vs. Task Automation

Common RPA Evaluation Criteria Used to Identify Good Automation Candidates

What tasks can digital workers perform?

Where is RPA used?

Benefits of RPA

What is Intelligent Process Automation (IPA)?

Attended vs. Unattended Automation

What is a Citizen Developer?

Creating a successful automation program

What to know about RPA tools

What else should I be aware of?

What is Robotic Process Automation (RPA)? 

In simple terms….Robotic Process Automation (RPA) is a computer software (aka “robot” or “Digital Worker”) that emulates the actions of a human interacting with a computer.  RPA is best used to perform any series of manual tasks that are repetitive, easily defined, and high volume.

Understanding Process vs. Task Automation 

• A task is a single isolated step or function, like downloading a bank statement from a bank website. A business process consists of several tasks that work in conjunction to complete a process.  For example, a bank statement reconciliation process might have the steps of 1) download the bank statement from the bank website, 2) run an account balance report from the General Ledger, 3) perform a reconciliation between the two files, 4) Create a journal entry for any reconciling items found in the reconciliation.

Common RPA Evaluation Criteria Used to Identify Good Automation Candidates

Rule-Based	Activities that can be described with well-defined rules
Easily Described	Activities that can be easily articulated, explained, and documented
High Transaction Volumes	Tasks that have a high number of volumes typically have many people performing the manual steps, therefore the process has an increased probability of a strong ROI
Low Exceptions	Activities that have little variation from the standard process path will create a lower number of exceptions that require manual intervention
Stable and Well-Defined Processes	Processes that are mature will typically have minimal volatility to account for in an automation
Minimal System Changes	Stable and mature systems require less maintenance for ongoing automation support
Structured Data and Readable Electronic Inputs	Structured, digital data is easier for the robot to read, extract, manipulate, and process in the subsequent process steps.  Unorganized data requires more effort and time to identify patterns and develop to structure (if possible), which erodes your ROI
People are Passionate About the Process	Automating processes that team members don’t care about can take away from an automation program’s momentum.  Automating processes that people care about can create internal advocates that help promote the automation program benefits, which helps minimize employee concerns about the program and facilitates the identification of new process candidates to automate.

 

What tasks can digital workers perform?

• Log into any application
• Open emails and attachments
• Read and extract data from documents, PDFs, emails, and forms
• Enter data into applications
• Copy and paste data
• Move files and folders
• Scrape data from a web page
• Make calculations
• Connect to system APIs
• Read and write to databases
• Run macros, execute formulas and lookups
• Assemble reports from various data sources

 

Where is RPA used?

RPA can be applied to any process where a user is actively engaged in manual, repetitive, standardized tasks that engage a computer.

Finance	Human Resources	Legal	Supply Chain	Insurance
•    Process Invoices •    Account Reconciliation •    Reporting •    Bank Statement Reconciliations	•    On/Off-Boarding Employees •    Payroll •    User Profile Management •    Provisioning/ Deprovisioning	•    Bots document every action for traceability •    Reduces risk of fraud and security exposure •    Hardwires procedures in place for compliance	•    Vendor Management •    Process Work Orders •    Bill of Materials •    Item Setup in system	•    Processing Claims •    Policy Entry •    Generating Reports

 

 

Benefits of RPA

Operational efficiencies across the enterprise

EFFICIENCY

• Dramatically improves processing speeds
• Improves accuracy of processing
• Identifies anomalies quickly for human intervention

 

OPERATIONS

• Easily scales up/down to meet demand
• Collect processing data for analysis
• Repatriate outsourced business processes
• Let bots work in the slower, outdated legacy platforms
• Pathway to advanced technology (e.g. OCR, NLP, ML, AI)

 

LABOR

• Reduces FTEs in business processing
• Allows human workers to do more creative, engaging value-added activities
• Reduces department turnover
• Digital workers can work 24 hours a day
• Decreases recruitment and training cost

 

LEGAL

• Capture transaction details for traceability and auditing
• Reduces risk of fraud and data security exposure by minimizing human contact with data
• Reduces risk of non-compliance by hardwiring processes in place

 

TECHNOLOGY

• Less IT support needed to oversee bots than custom automation programs
• A robust RPA system can deliver greater security, with less human Interference

 

Not all benefits are guaranteed.  Read our article to learn more about RPA benefits: RPA Benefits Exposed

What is Intelligent Process Automation (IPA)?

Intelligent automation is the combination of artificial intelligence (AI), machine learning, and robotic process automation that is used to create smart business processes and workflows that think, learn, and adapt on their own.   Technologies often used in intelligent automation are Desktop Process Automation (DPA), Robotic Process Automation (RPA), Computer Vision, Process Intelligence, Advanced Analytics, Machine Learning (ML), Natural Language Processing (NLP), and Cognitive Agents.

Attended vs. Unattended Automation

Below offers a simple explanation of Attended RPA and Unattended RPA, which are terms often used when discussing RPA processing.

Attended RPA	Principles	Unattended RPA
RPA automations that execute on the computer desktop under supervision of the human	Simple explanation	RPA automations that execute the automation on virtual desktops without human supervision
Started with human engagement	How it works	Started with a predefined schedule, event, or by a human action
Processes that include steps that require human intervention, like entering credentials into a system where is robot privileges are restricted.	Best use	Any process that can be automated and does not require human intervention or supervision to execute.
•      User passwords exposure can create risk and compliance issues •      User training •      Establishing and enforcing guidelines •      User support •      Monitoring user work	Biggest Considerations	•      Attended automation use cases might be overlooked because of the required user involvement •      Not delivering “lower value” automations to the staff (e.g. report automation, daily downloads, etc)

What is a Citizen Developer?

Gartner defines a Citizen Developer as:

 

A citizen developer is an employee who creates application capabilities for consumption by themselves or others, using tools that are not actively forbidden by IT or business units. A citizen developer is a persona, not a title or targeted role. They report to a business unit or function other than IT.

 

All citizen developers are business technologists.  However, all business technologists are not necessarily citizen developers.  There is no required designation of proficiency or time allocation for citizen developers but they must be legal employees of an organization.

 

Citizen Developers can create risk for enterprises by having unskilled developers creating automations against core operational and financial systems that are not aligned with CoE standards.  These automations could expose passwords, enter invalid data, or create issues for IT by bogging down networks, etc.  We recommend having a policy in place to govern Citizen Developers by ensuring your operational risks are being monitored and accounted for.  That being said, Citizen Developers can help you scale the efficiency of your operations and can help you key team members help the teams they serve.

Creating a successful automation program

Achieving maximized value from your automation program is a balance between prioritizing business needs, highest ROI, and using building blocks for a tactical approach to delivery.  Every organization will have to decide which path is right for them, but having a strategy defined is critical for fastest path to value.

 

Business Needs	vs.	Building Blocks
Pros •        Gives immediate satisfaction to business process owners •        Accelerates the addressing of known issues / opportunities Cons •        Higher development costs compared to Building Blocks approach •        More complexity (typically) •        Bigger risk •        Longer path to value		Pros •        Lower delivery costs •        Less complexity •        Reduces risk •        Shorter path to value •        Business process owners understand and appreciate path to value Cons •        Slower path to addressing notable opportunities

 

What to know about RPA tools

Fundamentally, all RPA tools are designed to automate business processes.  Some tools go about the automation differently, but they accomplish the same objectives.  Our point of view is that each tool architecture aligns better with certain organizations.  Meaning, tools like UiPath or Automation Anywhere are much more technical and require development skills when you get into more advanced automations, therefore an organization with a strong IT presence and an established software development lifecycle (SDLC) would be best suited.  Organizations that are more business led, with less IT presence and no established SDLC, tools like Blue Prism are most effective because there is less development required and most users with advanced Excel training can learn the tool.

 

Debugging an automation is a consideration for RPA tool platforms, but typically not a significant reason people will select an RPA tool.  Good architects can reduce the pain of debugging by separating out parts of an automation to minimize the difficulties with debugging an automation.

 

Cost is another consideration when selecting an RPA platform.  Our point of view is that RPA should not be expensive, so an expensive RPA platform takes away from the ROI on your automations.

 

Robot Management, Scalability, Reporting, and Monitoring are all factors in deciding which platform is right for you.

 

Security used to be a primary driver, but most platforms are developed with industry standards and compliance certification and best practices.

 

System and workforce integration must be a consideration because RPA through the user interface is prone to failure, so the ability to make API and database calls, et al, is critical for developing automations that are resilient and have maximized throughput.

 

Lastly, it is acceptable to have a multi-tool approach to automation.  If one tool works better for the enterprise and one tool is better and less expensive for task automation, it is an acceptable solution to have multiple tools to support automation.  The key is really making sure you can support your enterprise across both task and process automation with an effective ROI, from the initial build perspective, but also the total cost of ownership (TCO) with the ongoing expenses of support and robot licensing.

What else should I be aware of?

• RPA is just a tool in your transformation toolbox, but not your only tool. Don’t get sucked into thinking RPA has to solve all of your processing problems.  Look at the opportunity and desired outcome, then work to determine the right technology.
• Use building blocks to execute your automation program to take advantage of components built in earlier steps to reduce the risk and complexity of certain automations. The alternative approach is to automate the biggest opportunities, but then you are likely to be absorbing high risk and complexity, whereas the building block approach is not as flashy, but slow and steady wins the race.
• Solution architects can make or break your automation program. Good solution architects will know how to leverage technology and not just follow what the business process owners are doing today.  Too often, we see many automations that follow the human path, which harden bad business processes and practices.  Architects will work to help the organization transform to create impactful automations that truly transform the way business processes are executed.
• Be wary of automations that create data debt. Often, organizations buy into the illusion that certain processes will have a significant ROI, so they neglect to look at the process inputs to see if they are standardized to address a root cause issue with the data onboarding.  For example, AP invoice registration automations utilize vendor data, but typically vendor data is not governed and therefore vendor tables are known to have duplicates and incorrect information on the key vendors.  The bad vendor data causes everyone downstream to have to build their own mapping tables or workarounds for the inconsistent vendor data, whereas if the automation team worked on standardizing the vendor data onboarding to ensure it follows standards, then every process downstream that leverages the data is easier to automate with less variations and less hard coding.
• Have a development methodology. Organizations that allow developers to follow their own paths will pay more for support in the long run than organizations that use a standardized methodology for development.  Standardized development is critical for accelerating troubleshooting and debugging in production.  Standardized development also speeds up quality control and development reviews because the reviewer knows what to expect and can read through the code faster than having to decipher how a developer coded their automation.