Robotic Process Automation (RPA) within Danske Bank

Transcription

1 Robotic Process Automation (RPA) within Danske Bank Zeeshan Rajan Presentation to Deloitte Finance Agenda 7 th Sep 2016 Presentation to Deloitte Finance Agenda by Zeeshan Rajan zr@danskebank.dk

2 Presentation to Deloitte Finance Agenda by Zeeshan Rajan THE ROBOTS ARE COMING Amelia Baxter I help doctors choose the right cancer treatment among thousands I can automate 90% of manufacturing tasks that are impossible to automate today I am a virtual agent who understands what people ask even what they feel Source: Forrester Transforming human workforce 1

3 Presentation to Deloitte Finance Agenda by Zeeshan Rajan Automation 2025 THE ROBOTS ARE COMING. TRANSFORMING HUMAN WORKFORCE Automation by % Jobs Transformed 16% Jobs Displaced 9% Jobs Created Robotics and automation will fundamentally change the way companies operate Source: Forrester Transforming human workforce 2

4 What is Robotic Process Automation? Why has Danske Bank chosen Robotics as a key initiative? How is Danske Bank deploying Robotics across the organization? Useful advice 3

5 Complexity Complexity New automation technologies evolving Traditional automation Emerging technologies Combined exponential potential High Cognitive computing High Cognitive computing Low Enterprise Systems Business Process Management Analytics Robotic Process Automation Low Analytics Enterprise Systems (with API) Business Process Management Robotic Process Automation High # Transactions Low Spee d Cos t Analytics High # Transactions Low Past Evolved Automation Scenario Present 4

6 ROBOTIC AUTOMATION SPECTRUM RULE-BASED COGNITIVE Macros Robotic Process Automation Digital/Virtual Assistance Cognitive Computing Winrunner Screenscraper 5

7 Robotics is an excellent tool for the tactical and operational level Non-IT IT Level Objectives Project types Approaches Change the Bank Corporate/ BU strategy Strategic Moonshots Market disruptive initiatives Customer experience Future revenue Market disruption Market disruptive initiatives (moonshots) Strategic business projects Co-creation Tactical End-to-end process transformations Customer journeys End-to-end optimization of customer experience End-to-end process design Agile Iterative Waterfall Co- development & traditional Run the Bank BPO/PSO change agenda Service Owners Operational Continuous Improvement Quality Customer experience Cycle time Efficiency Robotics & BMP IT Tasks Lean in departments/frontline Daily continuous improvement (rootcause analysis) Continuous improvement 6

8 What is Robotic Process Automation Robotic software can rapidly model and deploy automation across different digital landscapes Automate current tasks as if a real person were doing them across applications and system Individual delivery teams or process excellence resources can do it without extensive IT training or help 7

9 Tangible Benefits increase in ability of employees 45% to focus on customers reduction of average 40% process execution time HUMAN errors eliminated BYPASS system integration challenges operational 24/7 & up-time months payback 3 in deployment 8

10 A good RPA candidate RPA Robot Simulation Two robots running at the same time Process Description 1 Remittings from 3rd party; Danske Bank The process at hand registers payments from customers who have paid part/all of their debt The process includes: book keeping, updating limitation date and restancekode, editing risk profile, handling follow-up dates Benefits Pressure taken from peak time due to Time savings (90 sec vs 38 sec per case) Reduced expenses (no overtime) High quality output High volume High process maturity Digital trigger Rule-based cases per year Process is established, functioning and stable Running every Tuesday, when new data is received from 3rd party All process steps are rule-based (If, then ). Even for exceptions rules can be created 1. For an overview of the process flow please see Appendix 9

11 Organisation around RPA to achieve scale CoE to develop capabilities and scale Knowledge hub Build skills Train & Deploy Centre of Excellenc e Standardisation Quality Assurance Key Questions? Org placement Factory setup Support team structure Best solutions advisor 10

12 Embarking on Robotic Processing Automation journey? Practical advice/recap Start small Be realistic Robust Robot monitoring Engage Be ready when Robot fails Communicate success create awareness Strong governance 11

13 Thank you! 12

14 Appendix 13

15 Robotics Center of Excellence (Robotics CoE) Robotics CoE delivers robotic solutions through a streamlined factory setup within 6 8 weeks Overview of Robotic CoE s delivery cycle Deliverables Activity Robotic Pipeline Management Robotic Project Management Order site Pipeline Management Process specification Development Test Release and production test Hyper care (Continuous) (Continuous) 1-2 weeks 5-6 weeks Project end Candidates being registered in the ordering form Candidates are prioritized and roadmap is build or adjusted Scope is defined Process is documented Process Definition document (PDD) is written Robotic solution is built Solution Design document (SDD) is written Robotic infrastructure setup is established Solution is tested Hyper care support is provided Hand over to maintenance team PSO / BPO/ Function head / Robotic CoE to enter potential candidates Prior prioritization, BA to record the process and follow the evaluation process to verify if candidate is suitable for a robotic solution BA to clarify all issues regarding the process, including screen shots and descriptions of process navigation, triggers, input, operational requirements etc. SMEs involved throughout the project supporting the BA/DEV SME and BA to test the robot Release package is tested Robot solution is to be moved into production Changes to solution go through change request setup 14

16 Stakeholder involvement across the task lifetime Role Delivery Lead Business Analyst Candidate Identificatio n Continuous ~2 Weeks ~4 Weeks ~2 Weeks Registratio n Prioritizati on Coordinate analysis of several processes Align business needs with processes Estimate benefits for automation and a shortlist of pilot opportunities Facilitate candidate identification with SMEs Mapping Coordinate several process DLs with PSOs Align processes with business needs Document process in PDD Design Main Flow Functionality and Exceptions Align with CoE, so development can be conducted accordingly Coordinate multiple development efforts Set up control flow managing the robot If needed extend and finalize PDD Test Release Hyper care Ensure the process(es) meet business expectations Work with the business to coordinate future perspective Implement robot in organization Monitor tests Establish controls for monitoring the robot Develope r Provide pre-screening input Provide input for PDD screening Develop robot based on PDD Initiate creation of SDD Update robot based on input from test Finalize SDD Assist in handover of the Robot Subject Matter Experts Provide input for process assessment Identify potential processes Provide detailed input on processes and rules Provide answers for possible questions and decide on proper handling of edge cases Validate test cases IT Impact on legacy systems Performance assessment Identity and access control Provide development environment Assess impact on legacy systems Make systems available Prepare Test and Production environments Validate test cases Monitor system status Maintenance N/A N/A Prepare Test and Production environments Move solution from development into test environment Move the robot from testing into production 15

17 Example of robotics candidates under development Name Objective and description Cost and Benefit WM: ODD document check Develop robot to automate part of annual ODD process for International Banking Robot saves documents in right places and collect necessary information for validity reviews Development time (1FTE): 3-4 weeks CASE: Efficiency saving of 1,1 FTE; Improved quality Payback: 36 days PB: Onboarding process Automate the minutes advisors spend typing information from onboarding tool to the customer portal Development time (1FTE): 3 weeks CASE: Efficiency saving of 6,7 FTE ( cases per yesr); Reduced errors Payback: 5 days GO: Close accounts Automate the final step in Selling Home cases Validate if loans have been redeemed and collateral has been deleted. Closing accounts and releasing money for customers Development time (1FTE): 4 weeks CASE: Efficiency saving of 1,7 FTE Payback: 7 months 16