intelligent automation - arkansas trucking association · intelligent automation -the next wave of...

Automation of the Intelligent Enterprise

Intelligent Automation

A component of a business transformation journey

December, 2018

The better the question. The better the answer.

The better the world works.


Agenda

Introduction and Definitions

Overview and Demonstration

Functional use cases & client case studies

Implementation Considerations

1

2

3

4


Automation

Introduction1


Megatrends that have transformed the workforce

ERP and shared services -

fuelled the emergence and growth of

centralized finance and accounting, HR,

procurement, and other business functions

Offshore labor arbitrage

and outsourcing drove a new

round of cost savings by lowering the

human costs of performing the

associated services.

Intelligent Automation - The next wave of cost

savings is gathering pace, focused on replacing selected

manpower with technology, evolving from desktop

automation to RPA to cognitive automation.

All components above have a place in the future state architecture of most organizations.

Many companies start with the question, “What can we eliminate or optimize through automation” and then determine how Shared Services, Outsourcing and the extension of existing systems play a role around the remaining activities.


Types of Intelligent Automation today

Execution Cognition

Need

Assist Replace Assist Replace

Assist staff with process

execution at their workstations

Remove staff from rules-based

process execution

Assist staff with decision making

by filtering and providing quality

data

Automated decision making based

on knowledge acquired from past

experiences

Solution

Desktop automation Unattended Machine Learning

► Scripting of individual tasks

► Runs on user’s desktop

► Increases efficiency of workers

► Consolidates information and

provides consistent experience

► Streamlines work and

optimizes processes

► Large scale unattended processing

► Must respond to fluctuation in system response, unknown events,

unanticipated business scenarios without interruption

► Considers security, scheduling, audit, exception management

► Secure, centralized collection of management information, audit

records, process logs

► Requires only a few human to support many robotic activities

► Aids or replaces subjective

decision-making based on large

data samples

► Interprets contextual information

and provides consistent

reasoning

► Helps streamline of processes

and route inquiries

► Applies human-like reasoning in

large volumes (e.g., transaction

monitoring, fraud identification,

call filtering)



Execution Cognition

Need




Remove staff from process

execution in the database



data

Remove staff with cognitive

learning in the data center

Solution



► Runs on user’s desktop



provides consistent experience


optimizes processes







► Requires only a few human to support many robotic solutions



data samples



reasoning


and route inquiries


large volumes, (e.g., transaction


call filtering)

Robotic Desktop Automation (RDA)

Overview Helps people work faster and more

efficiently

Use Cases Front office activities (shares desktop)

Assisted sign-on

Customer 360 view

Activity logging

Applications Call centers, support agents, help desks

Technologies OpenSpan/Pega Robotics, UiPath



Execution Cognition

Need




Remove staff from rules-based

process execution

Assist staff with decision

making by filtering and

providing quality data

Remove staff with cognitive

learning in the data center

Solution



► Runs on each agent’s desktop



provides consistent customer

experience


optimizes processes



data samples



reasoning


and route inquiries




call filtering)

Robotic Process Automation

(RPA) – Covered Today


► Must respond to fluctuation in system

response, unknown events, unanticipated

business scenarios without interruption

► Considers security, scheduling, audit,

exception management

► Secure, centralized collection of

management information, audit records,

process logs

► Requires only a few human to support

many robotic solutions

Overview Repeatable rule-based automation

Use Cases Back office activities

Application Applicable to any process

Technology BluePrism, Automation Anywhere,

Redwood, UiPath



Execution Cognition

Need




Remove staff from

process execution in

the database

Assist staff with decision making by

filtering and providing quality data



experiences

Solution







experience


optimizes processes



data samples



reasoning


and route inquiries




call filtering)


► Must respond to fluctuation in system

response, unknown events, unanticipated

business scenarios without interruption

► Considers security, scheduling, audit,

exception management

► Secure, centralized collection of

management information, audit records,

process logs

► Requires only a few human to support

many robotic solutions

Intelligent Process Automation

Overview Supports human interactions and

decision making

Use Cases Natural language processing

Automated support agents – chat

bots

Agent assistance

Automated concierge

Medical transcription

Applications Service desks, translation

Technologies IPSoft Amelia, Alexa, ABBYY



Execution Cognition

Need




Remove staff from process

execution in the database



data



experiences

Solution







experience


optimizes processes







► Requires only a few human to support many robotic solutions



data samples



reasoning


and route inquiries




call filtering)

Cognitive Computing

Overview Mass intake of knowledge allows for next-

step action

Use Cases Bulk data analysis

Medical diagnosis

Customer analysis and recommendations

Advertising analysis

Predictive analysis

Technology planning (BCP, outages, etc.)

Applications Healthcare, consumer, technology

Technologies IBM Watson, Cognitive Scale, [24]7


Overview and

Demonstration2


RPA definitionRPA as innovative solution for an automated execution of business processes

RPA is a computer software that runs repetitive, rule-based

processes. The software is trained based on functional

specifications and can be adjusted at any time.

The software robot has access to diverse applications

with an ID or a password. The robot can gather

information or change data. Consequently, business

and administrative processes can be fully automated.

RPA simulates an employee. RPA is software.

RPA is integrated in an existing

IT infrastructure.

What is

RPA? Robots deliver repetitive, deterministic, high-volume tasks

efficiently, quickly, and consistently. People build

relationships, provide subjective judgement, deliver low-

frequency tasks, and manage change and improvement.

The RPA journey


Examples of robotics

Bank Statement Reconciliation

1:42 Video Demo

Rapidly performing repetitive tasks

otherwise done by humans to reduce cost,

accelerate timing, improve reliability and

reduce risk

Recon

Digital enablement

2:19 video demo

Adding digital/mobile to applications, such

as customer preference/profile, sales or

service transactions

Claims

Video Demos. http://vimeo.com/EYrobotics

https://vimeo.com/145544857






http://vimeo.com/EYrobotics


Benefits as a result of RPAClear, traceable RPA benefits are reducing operating expenses, empowering the workforce and enabling speed to market

Low riskNon-invasive

technologyOverlaid on existing systems and

integrated with existing data

minimizing disruption to existing IT

strategy and architecture. Automation

technology can begin with simple

rules based tasks and scale to more

sophisticated algorithms and

machine-learning functions as the

organization matures.

ConsistencyIdentical processes and tasks,

eliminating output variations

AccuracyThe right result, decision or

calculation the first time

Cost savings

ReliabilityNo sick days, services

are provided 365 days a year

Audit trailFully maintained logs essential for

compliance

ScalabilityInstant ramp up and down to

match demand peaks and

troughs

RetentionShifts towards more stimulating

tasks

ProductivityFreed up human resources for

higher value-added tasks.

Right shoringGeographical independence

reduces need to offshore jobs

while still delivering cost savings

Cross-system Across systems since it works

through the user interface layer

ROITypical RPA projects include

multiple 6-12 week deployments

but the program typically returns

an ROI < 1 year

Ranging from

20-60% of baseline

FTE cost


Robotics Process Automation is often confused with traditional automation test automation and BPM, though the features are different

Traditional

Automation

Business Process

Management (BPM)Test Automation

Robotic Process

Automation (RPA)

FunctionalityAutomate steps, rules and

functionality in a particular

application

Manages end to end business

process through workflow

Used to execute functional or

load/performance test scripts

Replicate human behavior

and execute non judgmental

sequence of activities across

applications

ApplicabilityAcross all types of processes

for a particular activityAcross all types of processes

Execution of application

specific scripts in a non-

production landscape

Rules based, non judgmental

processes

Technology

Custom developed for a

specific use case and

technology, involves specific

technical knowledge

Technically integrated (APIs,

interfaces) with the other

business applications

Can be coded to technically

integrate into backend, at the

data layer or GUI level

Technology agnostic and

configurable by more

technical business users

ImpactFaster processing, reduced

error rate

Better monitoring, stronger

controlGood for high volume testing

Significant savings in FTEs,

faster processing, reduced

error rate

Examples Excel macro, startup scripts Pega, IBM, Activiti QTP, LoadRunner, SeleniumBlue Prism, Automation

Anywhere


Functional Use Cases

& Client Case Studies3


RPA is usually the best starting point because it impacts the highest percentage of processes and is easier to implement and maintain

60% of the enterprise's process

activities

15% of process activities



Robotic Process Automation (RPA)

E.g., Automation Anywhere, Blue

Prism, UiPath

Chatbots

E.g., Kore, Conversable

Artificial Intelligence (AI)

E.g., Watson, Holmes

Cognitive RPA (including machine

learning, natural language

processing)

E.g., Azure, Arago, Work Fusion

Here is a natural progression from rules-based to more cognitive

approaches where systems learn through experience, and can improve

their performance “beyond their programming.”


Opportunities for a virtual workforce span business functions

Process characteristics to consider for RPA

Activities typically performed by RPA

Multiple tasks to perform a process

High manual data entry

Multiple systems to perform a task

High, repetitive transaction volume

Data entry and validation

User interface navigation

Automated formatting

Copy and paste operations

Login and logout of applications and emailing

The application scope is broad — penetrating finance and

accounting, treasury, tax, human resources, IT and

supply chain

IT► Data synchronization

► Folder synchronizing,

deleting and managing

► System installation

► Data transfer, download,

upload or backup

► Server and app monitoring

► File management

► Email processing

► Batch processing

Supply chain

► Work order management

► Demand and supply

planning

► Quote, invoice and

contract management

► Returns processing

► Freight management

Human resources

► Payroll

► Benefits administration

► Pay slip management

► Time and attendance

management

► Recruiting process

► Onboarding

► Education and training

► Compliance reporting

Finance and

accounting ► Sales order

► Order to cash

► Collection

► Procure to pay

► Incentive claim

► Record to report

► Vendor setup

► Trend tracking

Treasury► Fx management

► Liquidity management

► Cash management

► Capital strategy

► Bank reconciliations

► Global economics

Tax► Scenario planning

► Update and maintain data

► Estimate, calculate,

prepare tax provision

► Update and review

effective tax rate

► Tax SOX compliance

► Identify and maintain tax

payments

► E-filing


Automation "hot spots" for Finance

1

2

3

4

6

7

8

9

10

5

Operational finance and accounting

► Automating pricing reviews based on customer contracts and pre-approved price lists

► Calculation and processing of rebates

► Downloading of detailed monthly sales data and calculation of commissions

► Creating files and emails to gain approvals

► Posting to detailed sub systems and General Ledger

Standard Journal entries

► Creation of standard monthly journal entries using pre-populated templates provided by different business users

► Performing validation analytics

► Posting to ERP

Accounts payable processing

► Vendor set up and maintenance

► Automating the workflow processes and approvals

► Data entry and payments preparation

Financial review prep

► Automating the preparation of management review slide decks by collecting data from multiple finance systems and reports

Intercompany reconciliation

Regulatory reporting

► Automated checking and reconciliation of intercompany balances

► Basic research and reporting for exceptions

► Creating exception file and email report for finance review and approval

Accounts Receivable processing

► Automating processing of payments and bulk payment files for journal entries to sub system

► Data capture and cleansing to support automated generation of regulatory reports

► Pre-populating complex annual reporting

Finance functions face regular peaks in demand that could be supported through the use of robotic assistants. Automation of a range of core finance activities has the potential to improve quality and allow great focus on analysis.

Automation

hot spots

► Credit approvals & customer master file maintenance

► Order processing

► A/R – cash receipts processing & sending late notices via email

Bank reconciliations

► Automating the download of bank statements for individual accounts

► Creating text files and storing in appropriate folders

► Reconciliation of balance and transactions to core finance sub systems

► Creating balancing journal entries to handle discrepancies

Account reconciliations

► Automating download of subaccount balances into preapproved format

► Upload detailed transaction data from various sub systems

► Perform data validation and basic research for exceptions

► Creating balancing journal entries to handle discrepancies

► Automating the pre-population of forecasts using historical and market data

► Loading pre-populated balances into the planning system

► Creating variance reports to pre-population and to actuals

Financial Planning & Analysis (F,P&A)


Automation can be used in project activity as wellHave seen automation used in data migration/conversion, cutover execution, end-to-end process testing

► Reduce data attributes for conversion as result of

functional screen-based data sourcing and load

► Robots can be configured for data conversion much

faster than a traditional technical ETL tool

1

► Uses existing and trusted user interface/functionality

of the source system for data gathering and target

platform for data loading

► Alleviates risk of missing nuances in the source

system when gathering and transforming data

2

► Functional data conversion approach greatly reduces

need for deep IT knowledge of source systems

► Sits on top of existing source and target systems and

hence is less disruptive to current environment

3

Faster and

less intrusive

to MetLife

Improved data

quality

Less risky;

inherently

simple

We offer a unique

perspective for converting

legacy data using the

power of robotics. Our

approach allows you to

reach your objectives

faster, better and with

less risk than other

alternatives.

Our team understands

how to handle complex

situations and are ready to

serve as a trusted

advisor throughout this

journey.

Faster and

less intrusive

Improved data

quality

Less risky;

Inherently

simpler

BenefitsRobotic conversion advantages over a pure ETL technique


• Builds on the outputs of the POV,

improving outputs by removing stubs and

adding sophistication and robustness

• Security protocols refined and

implemented, and basic non-functional

requirements agreed with IT

• Additional sophistication added into

exception handling procedures

• IT & Business acceptance testing

methods formalised and adopted in line

with SDLC / governance

• SW procured and solution migrated to

production environment with live trial

audience using real data

• Scaled production architecture for

applications / Infrastructure agreed

• Benefit case enhanced and detailed

design of production environment

commencedStart

• Identify and prioritize automation

opportunities with high level benefits

• Time-boxed POV focused on sample

process/activity and connecting to a

specific set of systems

• Built using evaluation SW license

and delivered using dummy data in

test environments

• Triggered manually where required

to promote clear entry and exit points

• Stubbed where required to

demonstrate functional and technical

concepts

• Show-cased with key stakeholders to

secure commitment for an prod pilot

• Scaled production architecture for

applications / Infrastructure agreed

• Final prioritisation of global roll-out,

release plan and benefits case agreed

• Multi LOB/Process solutions migrated

to production environment

• Architecture defined and established in

production

• SLAs and OLAs are clearly defined and

agreed and solution operates within

these boundaries

• BAU Operating model implemented

• Run & Maintain organizations fully

operational

• Additional functionality is developed

iteratively on development

environments and, when ready, is

migrated to production environment

A) Proof-of-Value

C) Enterprise Scale

4-6 weeks8-12 weeks

8+ weeks

How to get started with RPA

Gate 3Gate 2Gate 1

B) Production Pilot


Implementation

Considerations4


Risks and related control activities

• RPA development and change management – key life cycle controls, authorization,

testing, approval, restriction to change in production to COE members; business users

can perform approvals

• Security – privileged access to make robot changes, host system profile protection,

restriction of use

• Humans interacting in the same process do not have access to make changes to robot

instructions or tasks

• Security – privileged access to provision, de-provision and modify robot IDs is limited to

COE; documentation is maintained

• Humans interacting in the same process do not have access to create robots or change

robot processing (SOD)

• Robot permissions and profiles are restricted; audit logs are maintained of each robot

user ID

• Policies and procedures – change management, access control, segregation of duties,

operations, issue management, RPA center of excellence (COE)

• Ongoing monitoring – performance, control processing and quality assurance

• Governance, risk and control – risk and control requirements defined in RPA strategy

and deployment, i.e., approval of new robots, approval of robot ID, development controls

for change management process and access, user acceptance testing, migrate to

production approvals

Risk domain Risk description

A lack of robotics governance can

lead to ineffective and inefficient

process automation and an inability to

support and meet business

requirements.

Policy and

governance

Illustrative controls

Robotics access management is

ineffectively managed, leading to the

compromise of systems, applications

and their associated data.

Logical user

access (GCC)

Robotics implementations are not

appropriately designed and tested,

leading to requirements not being met

or a negative impact on production

systems resulting in a negative impact

on the business and financial losses.

System change

management

(GCC)


Risks and related control activities

• SOC report reviews, right to audit clauses, appropriate SLAs, defined maintenance

contracts, limited vendor access with monitoring

• Interface and system error reports are generated and reviewed periodically to verify

robots are running as planned and gathering the planned data through interfaces

• Human review of issue and error reports and identifying next steps

• Security – privileged access to correct system issues limited to COE and documented as

incidents

Risk domain Risk description

Automation problems are not timely

identified and managed, leading to a

delay in their resolution and resulting

in a negative impact to business

processes.

Timely system

outage/issue

detection

Illustrative controls

Risks are not effectively mitigated for

robotics vendor relationship and

outsourced services, leading to

financial and reputational exposure.

Vendor/

third-party

management


Lessons learned from our journey: Ten common RPA issues

Not considering RPA as business-led, can’t be IT driven1Not having an RPA business case or postponing until after proof-of-concepts or pilots

2Underestimating what is needed to execute processes once they have been automated3

Treating robotics as a series of automations vs. an end-to-end change “program”

4Targeting RPA at the wrong processes5 Applying traditional delivery

methodologies (not agile)6Automating too much of an as-is process and not optimizing for RPA7Forgetting about technology and the IT organization

8 Assuming RPA is all that is needed to achieve ROI

9Assuming capabilities needed for a pilot

are sufficient enough for enterprise

automation10


Intelligent Automation

For more in format ion, p lease contac t :

Jon Smi thEY AdvisoryJon.Smi [email protected]

intelligent automation - arkansas trucking association · intelligent automation -the next wave of...

Documents