Welcome to the automation age. The next great revolution. Rapid advances in technology, new disruptive companies, and globalisation have significantly increased customer expectations and competitive pressures. Automation offers the opportunity for companies to improve customer experience, employee productivity and operational effectiveness. While automation is not new, advances in artificial intelligence, robotics and other technologies are enabling a future where machines not only perform a range of human work activities but profoundly change the future of work. The most successful and innovative companies will understand the critical role of automation for digitising core processes and delivering new customer experiences. These companies will harness automation to improve quality and agility, lower costs and focus the workforce on high value activities that delight the customer. Companies that are able to achieve this will improve customer loyalty and employee engagement, and open up new revenue opportunities while driving operational efficiencies. This will lead to improved brand, market position, and profit. Topics covered in this presentation include: What are the trends driving the automation age at work? What are the current and future automation capabilities? How is automation being used at work today and tomorrow? What are the skills and jobs of the future? How to get started and succeed in your automation journey?

1. Future of Work - Automation
Man and machine creating a better world together
Dr Susan Entwisle
DXC Executive Director / Distinguished Technologist
@susanentwisle

3. Now we are building intelligence,
speech, vision, empathy and more.

4. This is transforming our lives
Hyper Connected, Untethered and Personalised

5. Moving towards systems of intelligence
Data
Sensors Machine Learning Robotics

6. By 2020, more than three-quarters of S&P 500 will be
companies you have never heard of yet.
New revenue streams
Increase business efficiency
Increase employee productivity

7. We are entering an automation age
where machines match or outperform
humans in a range of tasks ranging
from rote to truly creative.

8. Heard it before. Why now?
• Technology enablers: hardware and software
advancements, data explosion, significant investment.
• Increased customer expectations: apple effect.
• New disruptive players: shifting from products to
services.
• Globalisation at point of diminishing return – labour
arbitrage and global supply chains.
• Changing demographics: millennials, aging workforce.
• Rise of populism: might accelerate automation.

9. Scope and impact on the workforce
< 5% of occupations are 100%
automatable. ~60% occupations
have at least 30% activities that are
automatable.
Labour associated with technically automatable activities
Millions full-time equivalents (FTE)
Wages associated with technically automatable activities
$trillion
Source: A future that works: automation, employment and productivity, McKinsey Global Institute, January 2017

10. Scope and impact on the workforce
Time spent on activities that can be automated using current technology. Degree
of automation potential varies by sector and countries.
7
Total wages
in US, 2014
$ billions
14 16 12 17 16 18
People Mgt. Decisions &
Creative
Stakeholders
Mgt.
Unpredictable
physical
Collect
data
Process
data
Predictable
physical
9
Time spent in
all US
occupations %
18 20 26
64 69
81
596 1190 896 504 1030 931 766
Most
susceptible
activities
51% of total
working
hours
2.7 trillion
in wages
Source: A future that works: automation, employment and productivity, McKinsey Global Institute, January 2017

11. Benefits of automation
• Enhance consumer and employee
experience
• New products and services
• Improve productivity, reliability,
quality while lowering cost and
risk
• Refocus workers on higher-value /
more rewarding activities
• Enable massive scalability
• Right shore delivery

12. Alice engages with aged care residents

13. Growing wealth

14. Autonomous vehicles will save lives and time

15. Faster and lower cost construction

16. Personalised learning to improve educational outcomes

17. Improving the retail experience

18. Shift to digital human resources

19. Healthcare will be personalised and preventative

20. Cognitive computing gets creative

21. Ironman approach to enhancing us

22. How do you use automation to improve
your business?

23. Getting started
• Sponsorship from top down. Everyone needs to shift to being digital.
• Strategic imperatives. High-level strategy.
• Talent, digital capabilities and organisational design to support agile
delivery of automation journeys.
Source: Agile Delivery Lifecycle Diagram – ThoughtWorks

24. Trust and transparency matter
Right Intentions
Communication
Asset protection

25. Invent Scale Accelerate
Across Business : People, Knowledge, Products, Services, Capabilities
OptimiseEnhance
Finding the opportunities
Manual processes
Knowledge processes
Pain points
Efficiencies

26. Functional areas for robotic process automation
Source: Mindfields, 2016
High-volume, repetitive, rule-based, data-based activities
Human Resources
Payroll administration
Benefits enrolment
Employee data management
Claims management
Application tracking
On / off boarding
Routine query management
Finance & Accounting
Invoice processing
Accounts receivable
Order management
Procurement / sourcing
Accounts payable
Record to reports
Billing management
Customer Service
Query management
Billing support
Complaint management
Order processing
Subscription management
Helpdesk management
Sales support

27. Optimise operating model
Redundant: does it add value? is it even used? can it be
simplified?
Automate: your easy wins and identified opportunities.
On-shore: complex business processes, high touch, critical to
your business.
Off-shore: complex business process, low touch, consistent
way of work, not competitive differentiator.
Products Capital Needs CultureConsumerRegulation
1
2
3
4
Massive scale

28. Systems of intelligence architecture
Infrastructure – Enterprise Strong Network, Cloud, Data Centre
Data - Information Management and Governance
External Sources
Social media, weather, ABS,
etc.
Sensors
People, places and
things
Systems of Record
ERP, Business Apps
Application Logic and Workflow
Machine Learning
AI Tools
Assemble, ingest, train, deploy
and administer models
AI APIs
Language, vision, speech and
emotion APIs.
Industry Specific Advisors
Healthcare, finance, retail, etc.
Custom Advisors
Machine learning models
specific to your industry and
expertise
User Experience
Interface
Touch, voice, gesture, motion, typing, mind-machine, etc.
Device
PC, smartphone, VR, AR, Car, Brainwaves (EEG)

29. Systems of intelligence principles
Humans and machines: designed to combine strengths of each.
Personalised user experience: tailored to individual preferences and context to
augment / enhance human or experience.
Data first: ingest, process, manage and secure big data.
Domain specific models: capture domain knowledge in one area to provide
insights / predictions.
Buy or build models: dependent on commercial availability and competitive
advantage.
Source: What to do when machines do everything, M. Frank, P. Roehrig, B. Pring, Wiley, 2017

31. Keeping on track and up to speed
Program Management / Governance: review high-level strategy, program
delivered – value, what worked, what failed, how can we be better, what next,
what are our measurements, are our resource needs?
Partnerships: with service providers, technology providers, startups and market
analysts. Understand, leverage, support and influence.
Software Factory - optimise, automate, and standardise / commoditise .
Talent: hire best talent, promote engagement, and crowd source innovation.
Communicate / Educate: share stories of success and failure, communicate key
market trends and capabilities to all team members.

32. Factors affecting pace and extent of adoption
Technical feasibility
Technology has to be invented,
integrated and adapted for use.
Solution cost
Hardware and software costs to
develop and deploy solutions.
Regulatory and social acceptance
Even when automation makes sense,
adoption can take time.
Labour market dynamics
Supply, demand and cost of
human labour.
Economic benefits
Increased quality, higher
throughput and lower labour costs.
Source: A future that works: automation, employment and productivity, McKinsey Global Institute, January 2017

33. Impact of automation on roles
Employees / people will be enhanced through augmentation.
Roles will be displaced. New unimagined roles will arise.
Opportunity to redefine entire consumer and employee experience.
CONSULTANTS
DOCTORS
TEACHERS
LAWYERS
RECEPTIONISTS
COOKS
CALL CENTER AGENTS
RETAIL WORKERS

34. Skills are the issue of our time
How do companies and government?
- Build pathways to new collar jobs.
- Retrain employees.
- Enhance skills.
Skills for future:
Problem solving. Critical thinking.
Adaptability.
Advanced communication skills. Listen, understand, influence, persuade. Share stories.
Relationship skills. Connect, collaborate, leverage and empower.
Creativity and innovation.
Advanced digital skills.
Passion for your work. Rapid pace macro / micro learning will be unrelenting.

35. The biggest risk is to do nothing. Get started.

36. susan.entwisle@hpe.com
@susanentwisle