The Bots are coming · 3 11 Service Divisions & 8 Faculties 5250 FTE & up to 8000 on payroll (fixed term & casual) Total student 41 866 (Domestic & International)

The Bots are coming(no they are here)!

The University of Auckland’s RPA journey

Izak van Niekerk & Sinead JohnstonRPA Summit 09 May 2018 1

Friday, 4 May 2018

University of Auckland - Organisational Context

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11 Service Divisions & 8 Faculties

5250 FTE & up to 8000 on payroll (fixed term & casual)

Total student 41 866 (Domestic & International)

Alumni 181 068 (Domestic & International)

NZ highest ranked University – 192 Globally

University of Auckland - Organisational Context

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Continuous Process

Improvement

Digital Transformation

Exceptional Student

Experience

Strategic Objectives

Client focused service delivery

Outstanding Staff

Experience

World class University

A foundation for Automation

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@ the University of Auckland, Robotics Process Automation is a journey, not just a project

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Productivity Benefits

StandardiseDegree of Automation

Automation builds upon proven success

Streamline processes and

improve quality

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Standardise

Organisational benefits achieved

Degree of Automation

Centralise

Reduce duplication and drive efficiency



improve quality

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Automate

Standardise

Organisational benefits achieved

Degree of Automation

Centralise

Reduce duplication and drive efficiency



improve quality

The Bots are coming!

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Source: Deloitte Analysis As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries.

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Leveraging our automation platform

Business Process

Improvement

Workflow Automation &

Forms Digitisation

Robotics Process

Automation

Attended Automation

(User invoked)

Unattended Automation

(Orchestrator initiated)

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Successful automation relies on suitable processes

Structured, repeatable, and computer-based

Follows rules and

logic

Involves interacting with more than one

system/tool

Data searches, collation or

updates

Has a logical workflow

Characteristics of automatable processes

Standardisation and centralisation help to achieve this

Our understanding of what RPA is

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Software tools that are easy to use, and can be built

by those with process subject knowledge

Underpinned by Business Process Management

philosophy – we measure & monitor performance

And is cost effective to deliver - Automation of

structured, simple, repetitive tasks

RPA is not AI, but will lead us to AI

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Setting up for success – Implementation Principles

Strategic Positioning in University

Business & IT Partnership

Create Enterprise Capability

Cultural acceptance & sponsorship

Select for success

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Setting up for success – Implementation approach based on best practice

• Identify suitable processes for automation• Propose processes which can be selected for pilot• Agree on processes which can be selected for pilot

• Initiate procurement with procurement partners• Vendor selection (business requirements)• Software licences

• Automate selected process• Setting expectations with stakeholders (business &

technology)• Detail design – business & tech• On-boarding & stabilisation

• Business Case for RPA across assessed opportunities• Develop benefits management plan – remit of RPA

and benefits ownership

• Centre of excellence designed• Future state operating & delivery models• Agreed by all stakeholders• Governance model designed and implemented

Phase 1Develop Process Assessment

Phase 2Software Procurement

Phase 3Design & Run Pilot

Phase 4Develop Business Case

Phase 5Develop Center of Excellence

Automation delivery with fast value realisation –RPA Delivery Framework

Assess AutomationDesign

TechConfiguration

On boarding BAU Support

Agile Philosophy

Change Management

Governance

Supported by

Based on

Benefits Management


AssessFeasibility & Pipeline:• Qualitative & Quantitative ScanBenefits Management:• Benefits profile per process• Obtain approval• Change ImpactProcess Analysis:• As-is, To-be• Use-cases identification

• Continuous drive to find suitable use cases• Engage Business Early• Set clear expectations on benefits & ownership• Clarify automation & exception management : volumes + frequency• Understand people impact


AutomationDesign Automation Design:

• Business process design• Business rules & logic• Scenarios

• Challenge status quo• Identify process improvements required –e.g. forms digitisation• Work with business SME’s & stakeholders• Combined design workshops• Evaluate late requirements/enhancements - backlog


TechConfiguration Tech Configuration:

• Technical design• Clear business design• Clarify with BA• Plan & Test (Environments)

• End-to-end technical automation• Test planning• BOT access management


On-boardingOn-boarding• New workforce member• Train the BOT• Stabilise & monitor

• Change management• Monitor closely, manage progression to automation (complexity)


BAU SupportBOT Performance Management• Manage exceptions• Performance monitoring &

reporting• Bugs & backlog

• IT change awareness – environmental impact • Business support & expectation management• Daily performance & oversight (orchestration)• BOT capacity planning


Governance

Benefits Management

Governance:• Benefits tracking & ROI (Business

Case)• Opportunities & pipeline –

Portfolio• Strategic alignment

• Standing membership with business representation as required• Bi-weekly, keep it light

Benefits Management• Benefits assessment & portfolio

oversight• Extraction plan – monitor

• Clear definition of RPA remit – who is responsible & accountable• Clear process to streamline actions & roles• Continuous oversight & part of delivery team

People & Change Management

“Change management

activity sits under the

whole of the RPA lifecycle

and applies a structured

process and set of tools for

leading the people side of

change to achieve the

desired outcomes.”

WE PUT THE HEART IN THE

BOT!

“It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change.”

~ Charles Darwin


B: Being People-Focused


O: Overcoming Challenges

AutomationAnxiety

FragmentedImpact

Tailored Change

AndImpact

Fast PaceOf

Transition

Evolving Roles


T: Talking About Change Effectively

Next Steps

How

Why

What

5/4/201826


B: Being People-Focused

Overcoming Challenges

Talking About Change EffectivelyT:

O:

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RPA benefits

Employee & Customer Satisfaction Increased customer service & employee satisfaction!

Value Focused Talent Between 80-95% of activities automated, upskill & redeploy (new opportunities)

Speed to Value Gradual release of hours saved

Quality & Compliance Significant improvement in quality & compliance

From: Glenda Stoneman

Hi Chrystal, I put a stationery order in through the e-Quote Purchase request form yesterday, and I have the PO and order confirmation already, even though it needed to be charged to different cost centres! I am very impressed with the improvement in turn-around times and would love you to pass on my thanks to the team for their customer service excellence.

Regards,

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Being an Early Adopter, what are the lessons learned?

What is the driver for RPA and how to position it culturally

Set clear and realistic expectations with business

Continuously improve capability with a view on efficiency

Change Management & Communication is key

Benefits Assessment and ownership

Partnership with IT early to maximise business outcomes

Do your homework, plan and have Fun!!

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Thank You

Documents

The Bots are coming · 3 11 Service Divisions & 8 Faculties 5250 FTE & up to 8000 on payroll (fixed term & casual) Total student 41 866 (Domestic & International)