In Group Customer Services, 40-60% of customer outcomes require manual data entry between systems. The document outlines steps taken to diagnose this issue, design an automated solution through a proof of concept, and plans to implement the solution more broadly. Key actions included identifying high-reward processes for automation, partnering with a third party supplier to conduct a successful proof of concept automating a general information pack request, and engaging stakeholders to scale the solution as part of the change portfolio.