Well being care provider Ascension Health deployed an RPA system from Blue Prism in early 2014 when it wanted a technique to avoid time-consuming guide processes associated with its move to a new ERP platform.
"There may be work that we consult with as ‘swivel chair’ activities, where we transfer information from one supply into the ERP or one of the support programs," says A.J. Hanna, senior director of operations support at Ascension. "Regardless of the implementation of the usual ERP, there's still a big quantity of native policy variability that has to be addressed."
Using RPA didn’t outcome in the elimination of jobs at the firm, but the risk "certainly exists" sooner or later, Hanna says. "The impact to frontline processing workers is the greatest potential change to our workforce," he says. "A big part of our focus is trying to find ways to be able to soak up the additional workload that we know is coming" without having to add staff.
As the company strikes more into the automation of rules-based mostly activities, "We anticipate that it will present staffing reduction alternatives," Hanna says. "Each of these alternatives must be viewed inside the context of the identified improve in workload volumes that will be coming in 2015 to determine potential impacts to staffing levels."
Whereas Ascension anticipates the potential for staffing reductions, "our purpose with RPA is to be able to tackle additional work without the need to add staff," Hanna says. "Any reductions that may come from the use of RPA would be dealt with via normal attrition."
Another firm, it process automation
providers provider CGI, less than a 12 months ago began working with three RPA providers -- Thoughtonomy, Celaton, and Innovise -- for varied points of process automation. The two important drivers for the project had been to achieve elevated efficiency throughout IT and business processes, in addition to customer support enhancements, says Danny Wootton, innovation director at CGI.
"It hasn't essentially been about price reduction, but more about higher service and bettering the effectiveness of our individuals," Wootton says.
CGI has seen reduced efforts throughout a variety of actions, from easy password resets to more complex logic-based mostly activities resembling payroll and assist-desk drawback resolution. Like Ascension Well being, the agency at this stage hasn’t seen RPA affect the make-up of the IT workforce. "Nevertheless it might be one thing we need to consider sooner or later," Wootton says.