HfS Webinar - Getting RPA to Scale

Proprietary │Page 1© 2018 HfS Research Ltd.
HfS Webinar: Getting RPA to Scale
Understanding the key elements of a transformational
enterprise-wide RPA implementation
Phil Fersht
CEO and Chief Analyst
Phil.Fersht@hfsresearch.com
Tom Reuner
SVP, Intelligent Automation and IT Services
Tom.reuner@hfsresearch.com
February 15, 2018
John O’Brien
Research Director, RPX CX
john.obrien@hfsresearch.com

Phil Fersht, CEO and Chief Analyst, HfS Research
Overview:
• Industry analyst, author, speaker, strategist, entrepreneur and blogger
• 20 years’ in the global IT and business process outsourcing and shared services industry spanning
analyst and consulting roles
• Coined the As-a-Service Economy in 2014
• Coined The Digital OneOfficeTM in 2017
• Advised and on 100’s of global IT services, BPO and shared services engagements
• Oversees the largest global network of enterprise services and operations professionals
Career Experience:
• Founded HfS Research in 2010, overseeing an unprecedented growth story in the analyst industry
• Practice Lead, Global IT Services & BPO Research, Gartner, Inc
• Global BPO Marketplace Leader, Deloitte Consulting
• Consulting Practice Head, IDC Asia/Pacific
• European IT Markets Practice Lead, IDC Europe
Education:
• BSc. Honors in Business & Technology, Coventry University, UK
• Diplôme Universitaire de Technologie in Business & Technology, University of Grenoble, France
phil.fersht@hfsresearch.com
@pfersht
Web: hfsresearch.com
Blog: horsesforsources.com

Today’s Panel
Sumeet Pathak
SVP, Global Solution Center
Societe Generale
Sharda Cherwoo
Senior Advisory Partner,
Intelligent Automation
EY
Kashif Mahbub
VP, Product Marketing
Automation Anywhere
John O’Brien
Research Director, RPA CX
HfS Research
Tom Reuner
SVP, Intelligent Automation
HfS Research

The HfS Mission & Vision:
Defining Future Business Operations
• HfS defines and visualizes the future of business operations
across key industries with its OneOfficeTM
Framework.
• The HfS mission is to provide visionary insight into the
major innovations impacting business operations:
automation, artificial intelligence, blockchain, Internet of
Things, digital business models and smart analytics.
• HfS influences the strategies of enterprise customers to
develop OneOffice backbones to be competitive and partner
with capable services providers, technology suppliers, and
third party advisors.

The Six Value Levers Driving the Digital Operations Industry
Success in the future will be determined by how well clients, techniology and service providers are able to combine the power of
multiple change agents into integrated solutions that solve crucial business problems
Source: HfS Research, 2018

Analyst 2.0: Knowledge and Influence that impacts and educates
Interview
Enterprise
Customers within
the Global 2000
each year
Global Analyst
Team and
Unrivalled
Market Data
HfS ThinkTank
Annually One
Million
Readers
Summits for
Operations
Leaders
The Leading
Publisher of
Operations
Research

Upcoming FORA Summits
www.hfsevents.com
New York – March 2018
Sydney & Melbourne – April 2018
Cambridge UK – July 2018
Bangalore – September 2018
Boston – November 2018

It’s all about data now…
8%
7%
14%
13%
15%
15%
8%
11%
10%
12%
11%
12%
16%
18%
24%
25%
26%
27%
Driving out costs through process automation
Building relationships with external ecosystem and
industry partners to drive innovation and growth
Micro targeting customers / hyper personalization and
customization of products to customer requirements
Combating the threat of potentially disruptive digital
competitors
Making more predictive decisions based on rapidly
accessible real-time data across the organization
The shift toward digital/online/virtual experiences and away
from physical/face-face engagements
Rank 1 Rank 2 Source: HfS Research, 2018
Sample: Enterprise Buyers = 460
Which of the following business drivers will have a major impact on your business? Rank (Showing Top 2)
Source: HfS Research “Real Time
Enterprise 2017” Sample: Enterprise
Buyers = 460
Data explosion, digital
disruption and increasing
consumerism are the three
main challenges that
enterprise face in today’s
business environment

The Future of Operations in the Robotic Age
The OneOfficeTM Organization

What do you see as the primary benefits of breaking down barriers between front, middle and back office moving toward an
operating framework like the OneOffice?
C-Suite’s Desires from OneOffice reorganization: Better Data and
Alignment of Operations to Business Outcomes
Source: HfS Research 2018
Sample: C-Level Enterprise Executives = 100
0%
9%
22%
19%
9%
31%
4%
4%
14%
6%
11%
15%
11%
34%
6%
12%
10%
10%
18%
7%
19%
10%
35%
38%
40%
42%
49%
57%
Increase competitiveness in the wake of digi disruption
Increased operational simplicity
Greater efficiency /reduced cost
Improved workplace culture
Improved quality and speed of execution
Stronger alignment of business operations to business outcomes
Better data to drive the business forward
Rank 1 Rank 2 Rank 3

Automation Opportunity Vast and Untapped
Sources: HfS data, US Bureau of Labor Statistics

0,3
0,5
0,9
1,3
1,7
2,2
0,3
0,4
0,6
0,7
0,8
0,9
62%
47%
35%
27%
23%
0%
10%
20%
30%
40%
50%
60%
70%
0
0,5
1
1,5
2
2,5
3
3,5
2016 2017 2018 2019 2020 2021
RPA RDA Growth (YoY)
USD Billion
$612m
$3,069m
$1,458m
$2,501m
$1,962m
$991m
Worldwide Enterprise Robotic Software and
Services Market (RPA and RDA), 2016-2021

0,3 0,5 0,9 1,3 1,7 2,2
0,3 0,4
0,6
0,7
0,8
0,94,4
5,3
6,1
6,9
7,7
8,6
0,7
1,1
1,6
2
2,4
2,7
28%
24%
19%
16%
14%
0%
5%
10%
15%
20%
25%
30%
0
2
4
6
8
10
12
14
16
2016 2017 2018 2019 2020 2021
RPA RDA Operational BPA Spend AI Growth (YoY)
USD Billion
$5.8 Bn
$7.4 Bn
$9.2 Bn
$10.9 Bn
$12.6 Bn
$14.4 Bn
Worldwide Business Process Automation and AI
Enterprise Market, 2016-2021

Today’s Panel
Sumeet Pathak
Société Générale
Sharda Cherwoo
EY
Kashif Mahbub
VP, Product Marketing
Automation Anywhere
John O’Brien
Research Director, RPA CX
HfS Research
Tom Reuner
SVP, Intelligent Automation
HfS Research

RPA CX
Uncovering the key scaling issues
HfS Research reports:
▪ The HfS RPA Customer Experiences Big Picture View
▪ The RPA Bible: Your Practical & Technical Guide to RPA
Voice of the Customer Insights

We interviewed 100+ RPA clients across 6 dimensions of customer experience
Overall
Customer
Experience
6. Achieving
Business
outcomes
1. Out-of-the-
Box
Functionality
2. Integration
and Support
3. Security,
governance,
and controls
4. Flexibility
and Scalability
5. Embedding
Intelligence
1. Out-of-the-Box Functionality
a. How much product coding/configuration is required?
b. How effective are the workflow templates or a library of
processes to accelerate the bot development / configuration?
c. How adequate is the scheduling functionality?
d. How do you rate the product's out-of-the-box functionality
e. How effectively are version changes and upgrades to the
solution managed?
f. Does the RPA solution provider offer automation development
tools?
2. Integration and Support
a. How effectively does the RPA solution integrate with other
automation systems?
b. Did the time taken for deployment meet expectations?
c. How would you rate the training and support offered by the RPA
solution provider?
d. Does the RPA provider offer effective certification?
e. Does the RPA provider offer effective documentation?
f. Can the RPA solution easily accommodate changes to the
environment or process?
g. Does the RPA provider make it easy for you to work with other
RPA vendor products?
h. How would you rate the quality and value of strategic
consultation from the RPA solution provider
i. Does the RPA service provider provide easy access to service
extensions and connectors?
3. Security, governance, and controls
a. How effective is the solution at providing for robust centralized
controls of the RPA environment?
b. How would you rate the RPA solution providers' disaster
recovery and business continuity?
c. Has the RPA solution provider kept to its uptime/SLA
commitments?
d. How would you rate the RPA solution at handling your security
needs?
e. How effective is the solution at supporting your regulatory
compliance needs?
f. How adequate is the solution at handling exceptions?
6. Achieving business outcomes
a. How good is the RPA solution at measuring your
business outcomes?
b. How effective is the solution overall in delivering on your
business objectives?
c. Has the overall business objective of the project been achieved?
d. Have the suggested cost savings being realized?
e. How satisfied are you overall with your RPA implementation?
f. How satisifed were you with the accuracy of the bot processing?
5. Embedding Intelligence
a. Do you consider these AI/smart capabilities improve the
effectiveness of the overall solution?
b. Does the RPA solution in your view include any AI capabilities
beyond basic automation?
c. How effective is your RPA solution at automatically processing
unstructured data e.g. customer complaints; enquiries etc?
d. How effective is your RPA solution at processing semi-structured
data e.g. invoices; orders?
e. How effective is the solution at processing structured data e.g.
Excel spreadsheets, transaction data?
f. How effective is your RPA solution at processing multiple formats
e.g. email, spreadsheets, scanned docs, xml, PDF etc.
g. Does the solution have effective dashboards, analytics etc to
monitor and track bot activity, failures, exceptions, successful
execution etc.
h. How effective is the product at providing operational analytics?
4. Flexibility and scalability
a. Based on your experiences, how scalable do you consider the
product to be?
b. What is the required skill set for this particular RPA tool?
c. How flexible is the licensing model for the RPA solution?
d. Do you consider the price per robot license good value for money?
e. How effective is the solution at delivering value for money?

Vast majority of RPA customers are in scaling mode
78%
8%
5%
8%
<50 >50 >100 >200
How many bots do you currently have?
99%
1%
More Fewer
Do you expect to have more or fewer in 12 months?
584
1133
Bots today in 12 months
Number of bots today and in 12 months
94% increase yoy
We asked customers to outline how many robots they have today, and plan to have in the future
■ Majority of customers have deployed <50 robots today, but almost all plan to increase that
number over the net twelve months
■ Of those customers who provided robot numbers, the average increase will be an almost
doubling of the current number of robots by this time next year.
■ These data underline our bullish view of adoption rates for RPA in 2018, and underline our
recent increase in growth rate for RPA license forecasts
RPA adoption among customer survey sample doubling
during 2018

RPA CX Rated GOOD Overall
2,9
3,1
3,3
3,1
2,8
3,1
1
2
3
4
1. Out-of-the-box
functionality
2. Integration and
support
3. Security,
governance, and
controls
4. Scalability and
flexibility
5. Embedded
Intelligence
6. Delivering
Business outcomes
Overall RPA CX benchmarks across all dimensions
1 = Poor, 2 = Fair, 3 = Good, 4 = Excellent
Sample set = 73 respondents
GOOD
GOOD
GOOD
GOOD
FAIR
FAIR

Good news! Most RPA customers would recommend their provider
45
8
0
Yes Maybe No
Question: Based on your experience, would you
recommend this RPA tool to others?
76% of RDA customers
surveyed would recommend
their RDA provider
Vs.
54% of RPA customers
We asked the customers a simple yes/no/maybe question on whether they would recommend their RPA provider
■The majority of RPA customers would recommend their provider.
–However big differences exist between RPA and RDA:
■All ‘maybe’ results were for back office RPA
■Majority of answers left blank were also for back office RPA

Source: Putting the Enterprise into the Enterprise System, Harvard Business Review, July 1998
To put it bluntly: if a company’s systems
are fragmented, its business is fragmented.”
Each of these so-called legacy systems may
provide invaluable support for a particular
business activity. But in combination, they
represent one of the heaviest drags on
business productivity and performance now
in existence.”
Competitive advantage in this industry
might just come from doing the best and
cheapest job at implementing SAP.”
– CEO of a large chemical firm
Enterprise Systems….20 years ago

Recruits, hires and
on-boards workers
based on
specialized talent
Manages the
organization’s
workload by dividing
workers into teams
and assigning those
teams and
individuals specific
tasks
Provides these
workers resources
according to their
roles to ensure they
perform tasks to
the best of their
abilities
Governs the
performance of
each worker and
informs managers
about the high
performers as well
as laggards
Building, Deploying and Managing an Enterprise Workforce
Enterprise Workforce Management

Knowledge Worker
Recruiting, Onboarding,
Comp & Benefits
Facilities and Laptops Logical Access Training in processes,
systems and business rules
Licensing, Design,
Development,
Deployment
Virtual Machines Logical Access Training in processes,
systems and business rules
Digital Workforce
Enterprise Workforce Management…
in the Digital Age: Digital Workforce Platform

• Algorithm-based decision
making
• Self-learning ability
• Subject-Matter Expert Bots
(Vision, NLP)
• Unstructured & semi-
structured data processing
• Real-time insights
• Start-to-finish bot analytics
• Business-value driven
• Automatic dashboards
• Enterprise-wide SLA
visibility
Cognitive
Technologies Operational & Business
Analytics
Robotic Process
Automation
• Rules-based robotics
• Back & Front-end automation
• Infrastructure integration
• Central automation
governance
• Central security management
• Structured data processing
Enterprise-class Digital Workforce Platform:
Key Components

SCALABILITY
SECURITY GOVERNANCE
Enterprise-class Digital Workforce Platform:
Key Tenets

Bot Creators Control Room Bot Runners
Operational
Analytics
Business
Analytics
User
Management
Role-Based
Access
Bot
Repository
Bot
Scheduler
Bank-Grade
Security
Version
Control
Audit
Trail
Control Room
Scalable Architecture for Enterprise Infrastructure

BUSINESS UNIT 1 BUSINESS UNIT 2
BOT OPERATIONS BOT RUNNER POOL 1 BOT OPERATIONS BOT RUNNER POOL 2
TRIGGER API
Notification
Service Bot
Scheduler
Notification
Service
Real time
Data Service
Bot
Controller
66%
Bot Farm
WORK QUEUES
Notification
Service Bot
Scheduler
Notification
Service
Real time
Data Service
Bot
Controller
66%
Bot Farm
WORK QUEUES
Enterprise-wide Dynamic Workload Management

Framework for Bot Lifecycle Management

Highly Granular Audit & Version Control

Temp
Environments
Training
Development
Certification
Production
IT/Arch
Workshop
Infrastructure
Buildout
Train Trainer Training Training
Training
Bot Best
Practices
Workshop
CoE &
Governance
Workshop
PMO & Governance Buildout
Qtr. Steering
Committee
Session
Support
Workshop
ITGOVERNANCE
RAPID RESULTS SCALE TRANSFORMATIONONBOARD
Enterprise Bot Development
L1/L2/L3 Support L2/L3 Support L3 Support
PMO & Governance
Month 0
Process
Assess
DEVELOPMENT
Governance
Workshop
PM & Leads
Automation
Anywhere
Customer/Partner
Training
L1/L2 Support & Maintenance
Bot Best
Practices
Workshop Process Best
Practices
IT/Arch &
Deployment
Workshop
Month 4 Month 9 Month 10+
Enterprise Automation:
A Digital Transformation Journey

Sharda Cherwoo
EY

1 2 3 4 5
Business-led,
IT-enabled
Strategically
applied to optimize
Designed for ease
and sustained use
Enhanced security
and controls
Clear and strong
governance
Setting a strong foundation for sustained success & scaling
Learnings based on EY’s intelligent automation journey and client experience
• BUSINESS FOCUS AND
OWNERSHIP
• The pipeline for automation
and associated prioritization
should be driven by the
business, supported by the
Center of Excellence with IT
playing a key role in enabling
the program
• The business team to be
accountable for the benefits
realization and ultimate
ownership of their projects
and value realization
• OPPORTUNITY TO OPTIMIZE
AND ADD FURTHER VALUE
• Intelligent Automation (IA) can
provide opportunities for
business value beyond cost
savings and opportunities to
optimize during the journey
• Opportunity to standardize the
processes during solution
design and eliminate before
automating
• Identify longer-term
opportunities to magnify the IA
ROI by adding a cognitive lens
during the journey
• INTUITIVE DESIGNS THAT MAKE
IT EASY FOR THE END-USER
• The solution design should be
flexible and focus on the business
user and making it easy for the
end-user to drive rapid adoption
and sustained use beyond the
initial implementation, The user
experience should be intuitive
and simple
• Change management cannot be
underestimated. Making it easier
for the end-user allows faster
adoption and scaling with the
robotics augmenting the
workforce
• ENHANCE SECURITY AND
CONTROLS WITH
TRANSPARENCY
• RPA security and controls
must match, if not exceed,
the overarching
infrastructure security
standards
• Great opportunity to review
and enhance the existing
controls and create a higher
level of transparency and
real-time documentation,
enhancing quality and
compliance
• GOVERNANCE IS KEY TO
ACHIEVING SUSTAINED
SUCCESS
• Start with setting a clear and
strong governance framework
with a clear operating model to
make it real and sustainable
• Develop policy and standards
with consideration of how to
rapidly and thoughtfully
develop the capability to meet
the business demand and scale
up
• Maturity is a function of
skills/experience

Sumeet Pathak
Societe Generale
Key success factor in building a world-class
Center of Excellence for process automation
in a banking environment
Automation Maturity Model for Financial Institutions

Automation Maturity Stages

Automation Maturity Model

Q&A

The HfS Mission & Vision:
Defining Future Business Operations
• HfS defines and visualizes the future of business operations
across key industries with its OneOfficeTM
Framework.
• The HfS mission is to provide visionary insight into the
major innovations impacting business operations:
automation, artificial intelligence, blockchain, Internet of
Things, digital business models and smart analytics.
• HfS influences the strategies of enterprise customers to
develop OneOffice backbones to be competitive and partner
with capable services providers, technology suppliers, and
third party advisors.

HfS in 2018: The place to come to define future business
operations!

HfS Webinar - Getting RPA to Scale

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