Robotic Process Automation (RPA) Implementation

Briefly describe the initiative/ project/service; please include your aims and objectives 

We had a number of key systems that we were already unable to integrate with as a county council and, following LGR, it was clear that we would potentially require a capability that would enable automation/data transfer between numerous systems for limited periods to help with the organisations transition. The focus of the project was to implement a RPA capability within the organisation, running a number of pilots which would help build internal approach, skills and technical framework. 

What are the key achievements? 

• Demonstrated that resource savings can be achieved using RPA. 
• Request for social care processing- front end form into LLA- 6039 cases processed in 6 month period; 79% automation target; 113 days saved.
• Find my nearest school-searching data in Synergy system and presenting back to customer- demand avoidance project- 3411 cases in 3 months; 35 days saved.
• To demonstrate RPA is a secure way to process sensitive information. Thorough testing from end system owners, service owners and data processors. Close monitoring and support from the Data governance team. 
• To create the business processes necessary for the identification of RPA opportunities and delivery of RPA robots. clearly documented process including governance, sign off points and related documentation which was reviewed and commended by Gartner. 
• To build a reporting dashboard to monitor RPA performance (return on investment) 
• Reporting dashboard built in Power BI using template provided by supplier as core design- ready to move into live as part of move to BAU.

How Innovative is your initiative? 

We have a number of integration techniques that exist already but the challenge was around being able to automate with key systems and the lack of this capability was causing significant inefficiency across a number of services. To enable us to get this in place, we had to myth bust a lot of preconceptions about the use of the tool. The challenge and benefits were very clear to stakeholders, however a lot of work was done to help them understand how the tool worked and the guardrails that are put in place to ensure matching meets their expectations. We also encountered challenges working with the data processors around supporting the use of bots and ensuring they delivered the expected value. 

What are the key learning points? 

The tangible and technical artifacts we have produced as part of the pilot can be reused by other authorities who may have services that would benefit from this capability. Key elements included PDD documents, Back log management process and template; dashboard design; process including checkpoints; test materials; governance and review process; technical requirements and infrastructure; data governance practice.

There are lessons to share around managing concerns and challenges from stakeholders and data owners as well as lessons learned around the people aspect of getting these in place and being successful. Having well documented processes is key to helping these move forward, as is a good engagement and buy in from process owners