2. UNCLASSIFIED
2
Mission:
Build and deliver innovative process
automation to empower employees
and optimize workloads
Vision:
Take the robot out of the employee
Robotic Process
Automation (RPA)
3. 3
Robotic Process
Automation
(RPA)
Benefits of RPA
• Employee Satisfaction – Allowing employees to focus on value-added tasks
• Improved Productivity – Bots operate 21/7 (or 24/7), depending on applications
used; saving employee time and effort
• Better Accuracy – Reduce human errors
• Improved Compliance – 100% adherence to established rules
• Decreased Operational Risk – Dependability, scalability
• Software solution that employs virtual workers
(robots/bots) that mimic high volume, repetitive,
rules-based steps in business processes
• Unlike other solutions like Artificial Intelligence, RPA
does not learn or make judgement calls
What is RPA?
4. 4
RPA at the CRA
• The RPA Centre of Expertise (CoE)
has automated 14 processes.
• 12 are currently active and 2 are
dormant.
• These processes have recovered over 60,000 hours. This
translates to an estimated Full Time Equivalent (FTE) person
count of nearly 43 – allowing employees to focus on more
value-added work within their existing work description.
• The CoE currently has an additional 16 processes in various
phases of development, which are expected to generate an
approximate additional 60,000 recovered hours annually.
We employ an
Enterprise model –
meaning we are the
program owner for
automations
5. High volume, urgent workload identifying high risk accounts for review using a pre-defined rule set
5
Business Problem
• Implementing pandemic emergency benefits
made CRA vulnerable to fraudulent activities
• Volume of suspicious accounts had increased
What the Robot does…
• The bot gathers and compiles data to compare
suspicious account lists against business rules,
identifying accounts for employee review
• Eliminates 90% of the low risk accounts
Process Optimization Increased Productivity
Key Benefits
Increased efficiency
Average
19.43 hours
saved /day
RPA at Work – Example 1
Over 31,000 hours
reallocated to value
added tasks
Suspicious Activities Screening
6. Business Problem
• Initial backlog of approximately 250K
unallocated payments (payments
submitted by taxpayers without
information on their desired allocation)
What the Bot does…
• Search where an unallocated payment
should have been applied, for example:
o Individual Arrears/Instalments
o Benefit Program payments
o Subledger
o Spouse’s Account (Instalments, etc.)
• Once destination determined, transfer
payment accordingly
• Positively impacts downstream processes
for several areas
Unallocated Payments
Key Benefits
Backlog addressed in 9 months
Increased productivity and employee satisfaction
Increased efficiency
High volume workload addressed manually by officers searching across various systems
Cost Avoidance
Current: $40K/month
Projected: $120K/month
RPA at Work – Example 2
6
7. 7
The Future of RPA at
the CRA
• The CRA’s journey with RPA continues to mature; we
actively strive for continuous improvement, assess
processes for efficiency and effectiveness, and
consider RPA for any existing manual processes and
as a critical component of design thinking.
• Tracking benefit realization, ensuring key performance indicators (KPIs)
are aligned, and that process automation recommendations come from
all areas and levels will continue to be a priority.
• We envision a future at the CRA where we leverage RPA and other
technology to deliver on our People First philosophy and our Vision and
Mission, and take the robot out of the employee.
