This document provides an overview and lessons learned from Cartus' journey implementing robotic process automation (RPA). Some key points: - Cartus started with a 6-month RPA pilot in finance and accounting that deployed 26 bots, exceeding their goal of 10 bots. This influenced expanding RPA organizationally. - Cartus has established a Center of Excellence, governance committee, and development teams to oversee their RPA program. - Lessons learned include starting small and building on successes, investing in production support for bots, and adopting an agile methodology. - Their 2019 goals are to deploy 40 additional bots and move to a more resilient IT infrastructure to support RPA.

1. “Getting Started”
Learning Lab
Shelley Pitser
Cartus Business Owner
Neil Bussell
Cartus IT Lead
Ken Luft
Cartus RPA Manager

2. GET YOUR GLOBAL RELOCATION PROGRAM “UP AND RUNNING” WITH CARTUS
The Americas
Danbury
Chicago
Dallas
Montreal
Sacramento
São Paulo
EMEA
Swindon
Amsterdam
Geneva
London
Munich
Paris
APAC
Singapore
Beijing
Bengaluru
Hong Kong
Shanghai
GLOBAL
SERVICE
CENTERS

3. Key Learnings
• Utilize Third Party Support – Experience & advice.
• Start small & build on it.
• Bots in production need production support, invest in it!
– The more client/customer facing processes depend on bots, the more critical
this becomes
• When doing system upgrades, regression test your bots
• Agile Methodology works well with this technology
• The Business/IT relationship is critical to success.
– Leverage and respect inherent strengths
– Take and incorporate feedback
– Collaborate, don’t operate in silos.
• Automation Anywhere offers support & training, take them up on it.
• If your company needs support with your Relocation Program, call Cartus!

4. Why Cartus invested in the RPA Journey – Best Practices
• Removing the “robot” from employees client/customer focus
• Automation Improved Quality
• Eliminating repetitive tasks Improved Employee Satisfaction
• RPA A new tool in the tool box to drive impact

5. Automation Journey
• 6 Month Pilot – Finance & Accounting
– Leveraged existing third party relationship
– Owned by Business, Support by IT
• Developed our Governance Structure
– Center of Excellence
– Governance Board
– Business Analyst & Developers (Business & Mindtree)
• Developed Administration Infrastructure
– How to request
– What data is needed to prioritize & track
– How much equipment/bot runners did we need
• Pilot Results
– Goal of 10 bots, deployed 26
– Influenced organizational expansion
Center of Excellence
Business - BA
Developers
Governance Committee

6. Where are we now on our Automation Journey?
• Key 2019 Strategic Initiative
– Formal structure
– Top down support
– Expanded Governance Committee
– Transitioned code development to IT
• Simplified process & tools based on pilot learnings
– Production Design Document & Idea Tracker
– Bot Status – Idea, Submission, Development, Testing, Production
• Moving to Resilient IT Infrastructure
• Adopted Agile Methodology
• 2019 Goal – 40 additional bots in production
Steering Committee
Ken Luft – RPA Manager
Executive Sponsor
Shelley Pitser - BusO Neil Bussell - ITO
Scrum Teams
Scrum Master
Governance Committee

7. RPA Operating Model used at Cartus
Plan Build Operate
Requests
Product
Backlog
• Confirm process qualification for RPA
• Confirm process documentation per standard
• Consider dependencies on bots on the backlog
• Build Product Backlog
• Prioritize / Groom Backlog
• Resource Capacity Management
• MVP Definitions
Code
QA
CERT
Release Notes
Sprint Backlog
Production DR
Fix Defects
Improve Reliability
Enhance Performance
Small Enhancements
Proactive Monitoring
BPO
BPO/PO/BA
Process
• Defect Triage
• Defect Backlog
• Defect Severity
• Defect Prioritization
• Backlog grooming (with build)

8. Questions?