RPA - Robotic Process Automation Fujitsu World Tour 2017 #FujitsuWorldTour
If you can teach it, you can automate it RPA - Robotic Process Automation Fujitsu RPA value proposition and presentation Jan Bache jan.bache@dk.fujitsu.com Manager Fujitsu RPA center of excellence
Waves of digital technology Digital technology A set of connected technologies such as cloud, mobile, IoT, Analytics, AI, robotics, and supporting security technologies 4th Wave AI and Robotics 3rd Wave Internet of Things 2nd Wave Mobile Internet 10B In 2010 50B+ In 2020 1st Wave Internet 1B In 2000 The number of users or devices 2
What is Robotic Process Automation Automation of repetitive and mundane rule-based tasks, that is simple to deploy. Emulates the work of a human agent, using existing UIs to drive applications and execute system-based work. Virtual workforce are software robots that work faster, without errors, 24/7 and with less cost.
Roles physical worker and Virtual worker Creativity and Innovation Structured Work Verbal Conversation Repetitive Tasks Subjective Thought or Accuracy & Consistency Unstructured Information Logical Processing Emotion and Compassion 24/7 Operation
Why automation? - Customer benefits Decreased costs Potential to reduce the cost of an FTE deployed to complete a task or process by more than 75% of the human cost today No need for IT system change Improving without radically transforming. Benefits are possible without modernizing the systems of record from what they are today. Improved efficiency True 24x7 potential. Robots don t require paid time off and can be fully utilized to operate around the clock. Reduced errors Robots eliminate human interventions that can create unintended errors or delays. Scalability and flexibility Just deploy or re-assign more robots for a given process where more volume is needed. Secure Compliance Robotic automation will do just what it was programmed to do, and thus securing that process compliance are secured. Employee satisfaction Robotic automation removes many of the mundane and unsatisfying tasks we currently ask our human teams to perform each day. Customer satisfaction With reduced errors, improved efficiency and more accurate information the ability to serve the customer increases.
Benefits from RPA SCALIBILITY/FLEXIBILITY/ MULTI-TASKING QUALITY/ACCURACY/ RISK MITIGATION NO NEED FOR IT SYSTEM CHANGE/ CONNECTION VIA USER INTERFACE EFFICIENCY/ DECREASE COST Operational efficiency Technical efficiency REDUCED DELIVERY RISK CUSTOMER/EMPLOYEE SATISFACTION DATA COLLATION AND MIGRATION AUDITING AND SECURITY
Indicators low hanging fruits Inefficient processes detected? Errors and inconsistencies inhibits compliance and auditing? Considering pushing costs down via offshoring - BPO? Process refactoring is necessary but expensive? Manual workarounds to fill IT gaps? IT systems which aren t compatible? Fast Low cost
Software robotics can be used to optimize business operations Robotic Process Automation Confidential 22 May 2017 8
Where to start?
Prove Evolve Discover Apply Take a consultative approach Initiate RPA Pilot RPA Ramp up Institutionalize RPA Assess RPA capability Build business case Partner and mobilize resources Train key resources Pilot launch Evaluate success and lessons learned Continue building expertise RPA is not a Project. RPA is a journey
Fujitsu differentiators Fujitsu will take ownership for customers RPA journey and that customer business case is achieved. Wide experience We can provide an Automation approach that is customercentric and RPA technology independent End-to-end capability From process discovery and optimization to automation implementation and ongoing services Fujitsu XpressWay approach Business consultancy approach in order to drive rapid outcomes, helping achieve the vision for the customer RPA as a service Next wave Bring artificial intelligence (AI) capabilities to our customers combined with RPA RPA is Digital Transformation - from power point to real life harvesting low hanging fruits Deliver RPA as service from Cloud (SaaS) pay pr. usage Key financial messages are that RPA is self-funding and delivers a average cost saving of 50%. Enabled by process automation and typically 1 virtual worker can do the workload of 3 to 15 physical workers
RPA roadmap Discover Define and implement pilot Implement operational solution Manage Processes and priorities Define scope for automation Define business value and benefits for the automated processes Consumed Time Manual work Define objectives, current state Design proposal Lean consultant DEFINE Define robot tasks and scope Number of screens and clicks Work amounts for implementation Create Process Definition document Lean consultant IMPLEMENT PILOT Setup robotics platform Build workflow for the robot Perform end-to-end testing Implemented pilot for production RPA specialist Setup robotics production platform Expand pilot process definition for production Expand RPA usage by implementing other agreed operational processes Arrange management of the virtual workforce RPA training to customer Implemented pilot for production RPA specialists Manage the robotic process Build continuous improvement plan Redesigned operations Aligned roles and functions RPA team Service Management Service Desk Confidential 12
Discovery consultation Agree Engagement Specification of project and objectives Scope of process Gathering and definition of customer requirements Specification of monitoring metrics for key process Determine and Align Gathering basic data Interviews Visualization of current state(processes, people, systems) Identification of problem areas Identification of action for benefits, finding root causes Brainstorming for solutions (people, systems, processes) Prioritization of solutions Workshops Design and Present results Recommendations for people, systems and process changes Conclusions and preparation of an execution plan for activities Preparation of Final Report Confidential 13
RPA Define and Implement Pilot Project Plan Agree Engagement Validate Produce Kick Off Meeting Interviews to Validate and Make Assumptions Define RPA target process Implement pilot: RPA infrastructure setup Implement Pilot and RPA Modeling Confirm Plans Project Catch Up Agree Next Steps Week 1 Week 2 Week 3-6 RPA design and guidance Confidential 14
Fujitsu RPA Continuous services From Proof of Concept to Enterprise Scaling Fujitsu maintains a service catalogue of continuous services which are available to customers on an ongoing basis. Integrate Discover Automate RPA is Not a Project. RPA is a journey Assess Digitize/ optimize
Fujitsu RPA support setup In country capability Country Account Management (& Specialist sales if available) RPA Delivery capability in BAS (RPA practioners) RPA Consultancy Services XpressWay (onshore) Maintain and deploy XpressWay consultancy approach to help customers get started with RPA including XpressWay Discover, Define & implement PoC. Services and capabilitie s from global CoE RPA Continous Services (Global Delivery Center) End to end RPA Lifecycle services from deployment governance, deployment program services, maintenance and servicedesk and provision of application specific standard processes and core system maintenance RPA as a Service SaaS (Global Delivery Center) Operated on Fujitsu K5 (or other major cloud platforms if needed) Multiple commercial service models: Dedicated RPA platform Pay pr. Robot or process pr. month 22 May 2017 16
SAAS RPA on Fujitsu K5 cloud RPA shared service RPA dedicated service Fujitsu Cloud Service K5 Public Cloud (Virtual Shared) Virtual Private Hosted (Virtual/physical dedicated) Fujitsu data center Fujitsu data center Shared RPA platform Fujitsu RPA product Multiple clients Single client Dedicated RPA platform product based on client requirements Dedicated Robot Process Process Dedicated Robot(s) Process Rapid deployment Limited processes process High volume High security
Utilizing Zinrai Platform Service for AI capabilities Vision Structured Work Repetitive Tasks Accuracy & Consistency Logical Processing 24/7 Operatio n LIMITED 18
AI APIs Based on Business Knowledge "Function-oriented APIs" for basic use and "Application-oriented APIs for rapid development Proven through more than 300 AI-related business projects. 30 APIs will be available (some are from April 2017) Sensing & Recognition Knowledge Processing Decision & Support Image processing Speech processing Emotion and state recognition Naturallanguage processing Knowledge processing and discovery Pattern discovery Inference and planning Prediction & optimization Conversations & recommen -dations Image recognition Speech to text Emotion recognition Text analysis Knowledge structuring Classification Inference Prediction Dialog generation Handwrittentext recognition Speech synthesis Line-of-sight recognition Speech comprehension Knowledge searching Discrimination Optimization Questionanswering Video recognition Behavior recognition Matching State recognition Traffic image recognition Domain specific semantic search Company information searching Credit scoring Demand prediction Delivery planning Production and logistics network FAQ search Communi -cations bot LIMITED 19
linking process logic No Coding
web portal Version 7.0 April 2016 FUJITSU CONFIDENTIAL Copyright 2016 Fujitsu Limited 21
Questions? Confidential 22 May 2017 22
Case: Back office Financial Services Challenge Financial services company using a legacy mainframe application to manage the savings and investments for over 400,000 people. Processing cases often required the use of Excel spreadsheets containing complex business rules, so handling the requests from customers such as policy holders and independent financial advisers was extremely manual each case taking an average of over 20 minutes. Outcome Virtual Workers provide automated execution of customer services activities, reducing average execution times to just 2 minutes. Actions can be initiated either by customer services agents or directly by customers or financial advisers in a simple web portal. Alongside process efficiency, the instances of human error have been removed, improving accuracy a vital factor in a regulated financial services environment. The organization has estimated productivity improvements of circa 1.5M annually, and an ROI in less than two months. Confidential 22 May 2017 24
Case: Customer Service Public Government Challenge Customer has in the past years invested huge efforts and cost in digitally transforming the ways of working especially in back office functions, improving efficiency significantly. Despite this there are still pockets of processes that are not digitalized; this is where the customer want to enable RPA as the main platform for what they call Rest Digitalization. A overall process analysis was made within 9 process areas in customer service function, including mail-handling, reprocessing cases, company registering and Issue company Certification. A benefit potential of approx. 2000 hours per year was identified, hereof approx. 1300 hours per year in RPA applicable processes. The process selected for Proof Of Concept (PoC) was the manual handling handling/fulfilling Customer requests for Company Certificates, which are requested through a online portal. Outcome A RPA virtual worker was implemented with 2 weeks and will automate the fulfilment through validation and extract info from several systems, compiling the Company Certificate and send to company who has requested it. This small scale PoC will save 200+ hours per year, and is the first step on the roadmap to be implemented for Customer Service function after successful evaluation in 2 month, and will afterwards also be evaluated to be deployed in all areas at the customer beside Customer Service Confidential 22 May 2017 25
Case: IT ServiceDesk Public Sector Challenge Creating tickets from emails is a time consuming and repetitive workload Given Microsoft Exchange email and ITSM Remedy, a solution can be automated that extracts email information and places it in ITSM Remedy Outcome Reduced effort to create tickets based on email by an estimated 98% Robot to decrease time from email hitting inbox to ticket creation. No human interaction required at any part of a successful process. Only anomalies will be queued for agents Extendable process can be leveraged for further work with email templates Rules are variable and parameters based for ease of add/remove in future needs No robot deleting means human review is always available emails only to be moved into groups Confidential 22 May 2017 26
Case: Data migration BPO Challenge An IT and Business Process outsourcer was recording all activities in its own case management application. However, a specific customer required the information to be recorded in its own dedicated system too. The two systems could not be connected due to client restrictions, so the information needed to be manually updated by a team of 12 employees. This slow process was creating a huge backlog of cases to be migrated and updated. Outcome An automated solution was deployed with Virtual Workers replicating the data from one system to the other with just two Virtual Workers and delivering work out of hours to minimize the overall customer impact. The backlog of cases was quickly cleared and the reduced cost of temporary staff saved the client around 200K in the first three months of operation. Confidential 22 May 2017 27
Case: Front Office Support Service Provider Challenge A service provider was running a support service with over 15,000 calls a month. Significant amount of time was being spent by the 1st line support team executing user administration tasks, 6 minutes in average, as the agent had to inefficiently navigate various systems to access, manipulate and update information. Outcome The automated solution provided through Virtual Workers in place of human agents was able to complete tasks in less than 50 seconds that s an 83% reduction in execution time. Along with this improved customer service, the volume of support resource required has been significantly reduced, producing a tangible cost efficiency saving of an estimated 1M. Confidential 22 May 2017 28