Making RPA Enterprise-Grade at ScaleSarah Burnett
R
About Everest Group
Range of services
Overviewl More than 20 years of experience advising Global 1000
l Recognized for positioning clients for the next generation of global services − combination of deep insights, strategic decision-making approaches, and implementation expertise
l Distinctive combination of consulting and research capabilities
l Over 1,000 engagements, covering IT and business processes
l Rich data sets and subscription research based on over 75 business processes, 150 service delivery locations, 1,500 captives/GICs, 100 service providers, and 18,000 outsourcing contracts
ImplementationConsulting services to capture value from decisions
StrategyConsulting and research services to turn insights into decisions
ResourcesWebinars, research, and blogs
SubscriptionsResearch reports, data sets, customized tracking services
Our research offerings for global services
Customresearchcapabilitiesl Benchmarking|Pricing,deliverymodel,skillportfoliol Peeranalysis|Scope,sourcingmodels,locationsl Locations|Cost,skills,sustainability,portfolio– plusatrackingtooll Trackingservices|Serviceproviders,locations,riskl Other|Marketintelligence,serviceprovidercapabilities,technologies,contractassessment
u BPS|Healthcare&LifeSciences
u BPS|Insurance
u Procurement
u HumanResources
u Recruitment&TalentAcquisition
u PricePoint™
u LocationsInsider™
u TransactionIntelligence
u ITS|Healthcare&LifeSciences
u ApplicationServices
u BPS|BankingFinancialServices
u ServiceOptimizationTechnologiesu EngineeringServices
u Catalyst™
u ContactCenter
u Cloud&Infrastructure
u DigitalServices
u MarketVista™Globalservicestrackingacrossfunctions,sourcingmodels,locations,andserviceproviders– industrytrackingreportsalsoavailable
u ITServicesForecaster™
u ITS|BFSI*
u Finance&Accounting
Everest Group’s SOT research focuses on a range of technologies for Service Delivery Automation (SDA)
Abilitytohandleinputdatatype
Processingapproach Abilitytolearn Contextawareness Approach
RoboticDesktopAutomation(RDA)
Structuredonly Deterministic No Minimal Humantriggers
RoboticProcessAutomation(RPA)
Structuredandsemi-structured
Deterministic No Minimal Orchestratedprocessautomation
Autonomics Structuredandsemi-structured
Deterministic No Yes,butlimitedtoitscomputingenvironment
Distributedcomputing
Narrowartificialintelligence
Alltypesofdataincludingunstructured
Probabilistic Yes,butinspecificareas
Yes,butlimitedtoaparticulardomain
Cognitivecomputing(machinelearning,deeplearning,andNLP)
Generalartificialintelligence
Alltypesofdataincludingunstructured
Probabilistic Yes,acrossmultipleareas
Yes,acrossmultipledomainsandsimilartohumanbrain
Advancesindeeplearning
Futurete
ch
Maturity
HighLow
Intelligence
Human
involvem
ent
SDAincludesarangeofautomationsolutionsfordeliveringglobalservices,includingRPA
Source:EverestGroup2017
Enterprise-grade RPA Background/contextofthe
research
Muchtalkofenterprise-gradeRPA,butwhatisitandwhydoesitmatter?
EverestGroupisconductingsurvey-basedresearchon:• Whatisenterprise-gradeRPA?• Whichfeaturesusersbelievetobethemostimportant?• Whatbenefitscanberealizedfromhavingthese?• Whatfeaturesaremostvaluedbydifferentindustriesandwhy?
Thispresentationhighlightsourinterimfindings.EverestGroupwillpublishthefullresultsinareportverysoon.
Why enterprise-grade RPA matters?
Implementing RPA across
multiple business units
Reducing error rates & exceptions in automation
Speed of implementation
Speed to scale
Implementing RPA across
multiple geographies
Helping regulatory
compliance
Increasing process
automation rates
Achieving faster ROI
Itcancontributetothesuccessofautomationprojectsinmanydifferentways:
Source:EverestGroup2017
Split of responses by RPA awareness levels
Split of responses by designation Split of responses by maturity of RPA initiatives
71%
23%
6%
29%
38%
4%
27%
2%
23%
19%
25%
19%
13%
High
Medium
Low
Scaling-up from pilots
Steady-state implementation
Planning
Piloting
Not considering
CXO level
Senior-level manager
Middle-level manager
RPA developer
Others
Source:EverestGroup2017
Profiles of the 60 companies that took part in the survey
Enterprise-grade RPA was analyzed along five key dimensions - groups of features
Key dimensions constituting an
enterprise-grade RPA
Managing security and risk
Software quality and richness of
features for robot maintenance
Ease of deployment &
scalability
Complementary features
Ease of coding & robot
development
Source:EverestGroup2017
80% 78%72%
16% 14%20%
4% 4% 6%
Software quality and robot maintenance
features
Security Scalability
Three out of the five dimensions were rated as the most important
xx Average rating
4.204.06
4.23
4
4.34
3.79
4.25
4.3
4.19
4.42
4.25
4.4
4.5
4
3.93
3.4 3.6 3.8 4 4.2 4.4 4.6
Software quality and robot maintenance features
Security
Scalability
Responses for level of importance, by industryAverage rating (out of 5)
BFSI
Consulting
IT services
Retail
1 2 3
High Medium Low
The most important dimensions%age of respondents
Source:EverestGroup2017
Significance of the dimensions also vary according to the scale of operations of the enterprise
Small1 Medium2 Large3
Security
Easeofcodingandrobotdevelopment
Softwareandrobotmaintenance
Scalabilityoptions
Security
Easeofcodingandrobotdevelopment
Security
Scalability
Softwareandrobotmaintenance
Most important dimensions Security features Scalability
Software and robot maintenance
1:ParticipantswithrevenuelessthanUS$100millionandbetweenUS$100- 500million,2: ParticipantswithrevenueUS$500million- 1billion,3:ParticipantswithrevenuegreaterthanUS$1billionSource:EverestGroup2017
Size of respondents
Decreasin
glevelof
impo
rtance
Software quality and richness of features for robot maintenance
Seamlessly integrated components
Accuracy of identifying objects from the UI
Session logs for debugging
Web-based interface to monitor robots
4.45
4.42
4.33
3.98
88% 8% 4%
85% 13% 2%
85% 12% 4%
69% 23% 8%
High Medium Low
Split of responses for level of importance of the specific solution characteristics%age of respondents, average rating
XX Average rating
Dec
reas
ing
rela
tive
leve
l of i
mpo
rtanc
e
1
2
3
4
Source:EverestGroup2017
Security and risk management features
Robust logging of robot activity or audit trails
Adherence to security standards
Credentials vault
Role-based access controls
4.33
4.21
4.16
4.15
83% 12% 8%
79% 10% 12%
75% 17% 8%
77% 17% 6%
High Medium Low
Split of responses for level of importance of the specific solution characteristics%age of respondents, average rating
XX Average ratingD
ecre
asin
g re
lativ
e le
vel o
f im
porta
nce 1
2
3
4
Source:EverestGroup2017
Ease of deployment and scalability
A central application server that can run unattended
Scheduling, queuing, and other robot management features
Caching the operational information
Features to scale-up such as a second application server
4.31
4.29
4.16
4.15
85% 12% 4%
83% 10% 8%
79% 19% 2%
73% 21% 6%
High Medium Low
Split of responses for level of importance of the specific solution characteristics%age of respondents, average rating
XX Average rating
Dec
reas
ing
rela
tive
leve
l of i
mpo
rtanc
e
1
2
3
4
Source:EverestGroup2017
Satisfaction with
returns on RPA
investment is high
8% 4%
10%
49%
23%
6% YettoachieveROI
Significantlybelowexpectations
Slightlybelowexpectations
Meetsexpectations
Exceedsexpectations
Significantlyexceedsexpectations
Source:EverestGroup2017
Otherfeatures
3.83
4.00
3.75
3.96
3.78
3.60 3.65 3.70 3.75 3.80 3.85 3.90 3.95 4.00 4.05
Robotoperationsanalytics
Integratedcognitive/machinelearningcapabilitiesforreading/processing
unstructureddata
Integratedanalyticscapabilitiesforprovidingbusinessintelligence
Integratedworkfloworend-to-endprocessorchestrator
Contextawarerobots– thatcanbecodedtoknowalittlebitabouttherun-time
environment
Source:EverestGroup2017
RPA is a journey and the richness of the software speeds up that journeyInterimfindings:
• Usersconsidereaseofsoftwareandrobotmaintenance,securityandscalabilitytobethemostimportantfeaturesofenterpriseRPA
• Thesereducetheeffortthatisneededtodevelop,runandmaintainrobots
• Morethan75%ofenterprisesaresatisfiedwiththeirRPAROI
• IntegratedcognitiveandMLforprocessingunstructureddataisimportantasistheavailabilityofrobotoperationalanalytics
Whatyoucanlearnfromthisresearch:
• WhatfeaturestolookforinRPAsoftware
• Whatyourpeersoryourindustrybelievetobethemostimportantfeaturesofthistypeoftechnology• Getinsightsonhowdifferentyourtakeisontheseandworkoutwhythatis
• Whatcommercialmodelsareavailableandpreferredbydifferenttypesofenterprises
• IfyouareachievingROIin-linewithotherRPAusers
Source:EverestGroup2017
Q&A
@sarahburnett
EverestGroup’sSOTresearchonautomation:http://www.everestgrp.com/research/domain-expertise/service-optimization-technologies/
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