This document provides an overview of robotic process automation (RPA) for small and mid-sized IT and business process outsourcing organizations. It defines RPA and discusses its stages of implementation, tools and platforms, case studies, costs and return on investment, and benefits for organizations. RPA allows automation of repetitive tasks to improve efficiency. The document outlines how organizations can establish an RPA center of excellence and use RPA to optimize processes, create new service offerings, and position themselves as implementation partners.

1. ROBOTICPROCESSAUTOMATION
FOR SMALL & MID-TIER ITES ORGANIZATIONS
A Primer

2. 1 RPA – WHAT EXACTLY IS IT?
2 BEFORE AND AFTER
3 STAGES OF IMPLEMENTATION
4 TOOLS AND PLATFORMS
5 CASE STUDIES
6 POTENTIAL FAILURES
7 COST AND ROI
8 BENEFITS FOR ORGANIZATION

3. ROBOTIC PROCESS AUTOMATION | Definition
Robotic Process Automation (RPA) - application of
technology that allows employees in a company to configure
computer software or a ‘robot’ to capture and interpret existing
applications for processing a transaction, manipulating data, triggering
responses and communicating with other digital systems.
So what’s the best definition of RPA?
Cognitive Computing
Machine Learning
Bots
High EFFICIENCY
Employee LAYOFFS
Advanced ANALYTICS
PREDICTABILITY
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4. RPA | What Exactly Is It?
Robotics Process Automation is
A tool towards implementation of DX
More about Process than about Automation
Not the end goal
RPA is just one arrow in the Digital Transformation quiver
Business Processes
Business Models &
Ecosystems
People &
Organization
Partnerships
Digital Transformation (DX)
The profound and accelerating
transformation of business activities,
processes, competencies and models to
fully leverage the changes and
opportunities of digital technologies and
their impact across society in a strategic
and prioritized way, with present and
future shifts in mind.
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5. RPA | Before And After
RPA is the natural progression from Manual to Cognitive
Periodically logs
into system to
check for orders
With another
human
confirmation, she
validates PO
Applies specific
pricing & discounts
to order based on
client contract
Applies additional
discount if outlined
in protocol
PO shipped,
invoiced with error
Manual Process
Software pulls data
from system,
checks for new PO
PO downloaded
and pushed
automatically into
legacy system
Manual validation
based on customer
contract terms
Discounts
automatically
applied
Software uploads
PO to customer
system
Robotics Process Automation
Software pulls data
from system,
checks for new PO
PO downloaded
and pushed
automatically into
legacy system
Customer contract
processed with NLP
to extract terms and
match with order
Discounts
automatically
applied
Software uploads
PO to customer
system
Cognitive Process Automation
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6. IMPLEMENTATION | Stages
Processes need to be Simplified, Standardized, Industrialized before
automation is attempted
Before automation, the organization needs to revisit its business processes
2. STANDARDIZATION
Implementing, and ensuring
employee adherence to,
operational standards provides
harmonization of delivery
irrespective of location, enables
repeatability of delivery and
further improves quality and
productivity
3. INDUSTRIALIZATION
The relentless drive to deliver an
activity in exactly the same way
every time, industrialization
eliminates redundancy, automates
wherever possible, and then drives
the work to the most cost-effective
and competent workforce available
1. SIMPLIFICATION
Streamlining the existing end-to-
end processes reduces complexity
and hand-offs, improves quality
and increases productivity; thereby
saving the organization money
4. OPTIMIZATION
Having improved the existing
business processes and delivery
repeatability, attention now turns
to the next generation of process
improvement and further
opportunities to automate
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7. COGNITIVE STAGE
ORCHESTRATION STAGE
FOUNDATION STAGE
IMPLEMENTATION | Stages
RPA too has its own stages of maturity and sophistication
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1
4
3
2
Returns / Benefits
FrontLoadedInvestment/Complexity
GROUP 2
Business Process Modelling
Process Automation
GROUP 1
Web Scraping
Text / Numerical Analysis
Data, Information Extraction
Optical Character Recognition
GROUP 3
Workforce Orchestration
Basic Cognitive Automation
Machine Learning
GROUP 4
Planning Insights & Strategy
Strategic Planning
Decision Making
Cognitive Load Shifting

8. IMPLEMENTATION | Use Cases
Most manual
processes exist in
the operational
process areas
though
Smaller impact in
individual size
Larger volume
overall
The long-tail of use cases provides multiple opportunities for both clients and providers
Core Business Processes
IT systems, ERP, CRM, HCM
Vital for Business
BPM, Business Platforms
Operational Processes
Manual with multiple integration points
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9. IMPLEMENTATION | Challenges and Pitfalls
30%
24%
14%
9%
23%
Understanding the challenges is critical to success. Implementation processes are immature,
wrong choices will lead to failures
Too early to identify processes
Unclear about RPA offering
Cost+ licensing models not aligned to value
Determining best approach towards Center of Excellence
Identifying right processes
Challenges – Pre Implementation
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Potential Failures – During Implementation
Undocumented, unverified or non-
standardized processes
Selecting the wrong process for automation
Trying to do too much in one go
Siloed business lines
Internal cultural resistance
Selecting the wrong RPA software
Underestimating the degree of difficulty
Lack of “culture of innovation”
Mentality of labour is cheap
Regulatory restrictions
Restrictive procurement processes
Data source: IRPAAI

10. RPA | Costs and ROI
“cost reduction of 35-65 per cent for onshore process operations and 10-30 per cent in offshore
delivery…[and] an investment recovery period as short as 6-9 months...” – NASSCOM
“an RPA software robot costs about one-third the price of an offshore full-time employee (FTE) and
one one-fifth the price of an onshore worker.” – IRPAAI
“45 percent of the activities individuals are paid to perform can be automated by adapting currently
demonstrated technologies.” – McKinsey & Co.
Unlike other futuristic trends, RPA is real and tangible today!
OPEX
150 person line @ $20 per person per hour
$480K per month
INVESTMENT
4 month RPA project
2 process consultants @ $125 per hour
3 RPA consultants @ $50 per hour
2 tech consultants @ $40 per hour
$307,200RETURN ON INVESTMENT
Modified line of 80 associates
Reduced monthly run $256,600
Monthly save $224,000
Above table data are illustrative in nature
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11. CASE STUDY | Successful Implementation
The RPA ROI is impressive when successful
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Utilities
Xchanging
35% of
back
office
% / # of
processes
automated
# of RPA
Transactions
Business Value ROI
35% of
back
office
14
processes
650 – 800%
(3 yrs)
35%
/ process
200%
(1 yr)
Better Service Quality
Higher Compliance
Unbeatable Scalability
Strategic Enablement
FTE Recruitment Avoidance
FTE Redeployment
FTE Savings
400K - 500K
1 Mn
120K
Company

12. CASE STUDY | Successful Implementation
Real life case studies are beginning to surface
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IT & Business Process Outsourcer with a shared platform case management system
required to record and store information on multiple client specific dedicated
systems leading to rework and duplicate efforts.
Recruited and redeployed 12 staff to manually complete the process.
Slow & inefficient process created a huge backlog of cases to be migrated and
updated.
Business Challenge
Automated Solution with just 2 ‘Virtual Workers’ replicating information during non-
working hours to maximize productivity and efficiency
Solution
Backlog of cases cleared within a few weeks and reduction in cost of temporary staff
Cost Savings of GBP 200K in first 3 months of operation
Results

13. IMPLEMENTATION | Tools And Platforms
Components
o IDE
o Robots
o Orchestrator
Types of Bots
o Junior Employee
o Labour Replacement
o Personal Assistant
Automation Areas at
the foundation layer
o Desktop
o Web, GUI
o Web / Screen scraping
o ERP / Mainframe /
Dumb terminal
The RPA eco-system today is already impressive … but there is room for others
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14. RPA | Benefits For Organization
Organization’s clients, employees and operations can all benefit from RPA
2. PEOPLE
Enhanced, market relevant skillset
Career growth
Business exposure
Streamlined wrap-up processes
Data analysis and reporting
Actionable insights
Integrated agent desktop
Reduced training time
Rule based tasks streamlining
Error free processing
Dynamic data management
3. INTERNAL OPTIMIZATION
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1. NEW SERVICE OFFERING
Large margins
Market condition driven
Quick Short time window to enter

15. RPA | How Can the Organization Profit?
But, entry will have to be phased carefully
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1. Establish RPA Centre of Excellence
Offer existing resources training + add new
resources
Create an RPA CoE and sell as onsite
contractors
3. Productized Industry Specific Solutions
Work with Tier-2 software product firm to
build industry specific (ex: Life Sciences)
module and own that space;
Position Organization, to be the
implementation partner of choice
2. Sell E2E Value Added Services using RPA
Optimize current BPM processes and
automate with RPA
Bundle existing services with RPA to sell
mini end-to-end solutions