1

Chandika Mendis EVP and Head of Engineering

Achieving Operational Excellence through Radical IT Automation

Div Prakash SVP Healthcare & Insurance Delivery

CTO, AIG Commercial Claims Technology

Edward Hayes

2

Organizations Have a Lot to Learn from the Disruptive Practices of Lean Startups

Customer

Dev Team

Ops Team

Code is King Developers’ Pride

Leverage the Lean Startup Cycle

Geek Mindset (Automate everything)

Customer-Team Disconnect No Empathy with End User

Developers not engaged Technical Debt

Skill Shortages Maintainability Issues

3

We created a set of enabling tools to scale the lean startup mindset

Customer

Dev Team

Ops Team

Code is King Developers’ Pride

Leverage the Lean Startup Cycle

Geek Mindset (Automate everything)

Continuous Testing

CI / CD

Developer Right First Time

I+ALM

RPA Kry10

Conversational Bots

4

Organizations Have a Lot to Learn from the Disruptive Practices of Lean Startups

Customer

Dev Team

Ops Team

Leverage the Lean Startup Cycle I+ALM

Customer-Team Disconnect No Empathy with End User

5

Connecting the Innovation and Application Development Lifecycles

Millennial-Friendly ALM

Tasks trace back to Code

User stories, Tasks, Issues, Test Cases etc.

End User Stakeholders & Value Propositions

Tying Analytics back to User Stories/Features

Stakeholder Coverage Analysis – Drive Intelligent Conversations with Product

Management

6

Organizations Have a Lot to Learn from the Disruptive Practices of Lean Startups

Customer

Dev Team

Ops Team

Code is King Developers’ Pride

Developer Right First Time

Developers not engaged Technical Debt

7

Focus on Employee Engagement to Create a High Performance Culture

Real Time Gamification TV Leaderboards which prompt engineering excellence

through a little healthy competition and social recognition

Unlock badges for achievements in productivity and code quality

The Lord Top Fixer Quality Coder

Heavy Coder

Daily Leaderboard Provides an engaging game environment for

developers by showcasing accumulated points, badges and gold

Team visibility to code commit trends

Instant notification & audible alarm for build

failures

8

Organizations Have a Lot to Learn from the Disruptive Practices of Lean Startups

Customer

Dev Team

Ops Team

Geek Mindset (Automate everything)

Continuous Testing

CI / CD

Skill Shortages Maintainability Issues

9

Moving towards a simplified tool agnostic DSL approach helped us to accelerate and scale the adoption of CI/CD

Simplified Abstract Model

Intuitive Interface

Generate Code

Benefits Captures specialist skills in tools/templates Over 50% improvement in automation speed/efficiency Automation as a shared service efficiencies Higher Agility and Maintainability

Test Automation Deployment Automation

10

CICD Pipeline - Video

11

CICD Pipeline - Video

12

Automation of Business Processes Robotic Process Automation (RPA) Div Prakash

SVP Healthcare & Insurance Delivery

13

Robotic Process Automation – What we heard last year

“110-140 million FTE’s could be replaced by automation tools and software by 2020” - McKinsey

“2015 is to robotic process automation (RPA) what 1994 was to the Internet – an auspicious start, but we ain’t seen nothing yet!” - Institute for

Robotic Process Automation

“Automation is replacing swaths of white-collar workers in much the same way that machines displaced blue-collar workers on assembly lines”- Wall Street Journal (WSJ)

14

Where are we on the RPA hype curve?

15

Best Practices to avoid typical Pitfalls related to RPA

People Tools Process

• Readiness – Automation mindset

• Skills - Training • Understand current

“manual” process • User Role definitions

& requirements

• Ability to Configure business rules based on role

• Manage Robot Performance

• Build reusable bots & services

• Define strategy for Multi-Tool usage

• Analyze process/ ROI upfront

• Optimize Process before Automation

• Define Governance & Automation Roadmap

• Build a pilot • Measure ROI

16

Establish an RPA Office which can measure and be accountable for results PILOT A COUPLE OF SPRINTS

Selected RPA Initiative

RPA Sprint (4-6 Weeks)

Design, Build

RPA

Tea

m

OP

S &

IT T

eam

RPA Initiatives Backlog

Deploy • Monitor deployed RPA • Continuously improve • Provide support for RPA

Initiatives • Prioritize RPA Initiatives

6-7 member team with following key roles: • Ops analyst • RPA specialist • System analyst

6-8 Weeks RPA Pilot

Highlights • Review success in terms of actual delivered benefits • Learn lessons – operations and IT • Review enterprise automation/ IT roadmap • Decide on an enterprise RPA Office

6 months+ RPA Office

Highlights • RPA projects are not IT projects and that makes a case for a dedicated RPA Office • Will enable the enterprise-wide deployment of RPA • One team to manage all RPA related matters from platform selection to benefit

realization. Core/Flex model for resource management of project teams

RPA Office

COO

New Business

Servicing

Claims CIO

PMO

CTXO

An agency responsible for successful RPA implementation, operation and benefit realization

• Comprises Projects, Process, RPA, Systems and Change Specialists

• Works closely with Ops, IT and Transformation teams

• Creates standards/ procedures and provides governance across all matters, from technology, operations, service levels & benefit realization

RPA OFFICE FOR LONG TERM BENEFITS

17

Solutions: Accello provides right balance between complex “coding” based RPA tools and oversimplified UI based RPA tools

public final void handlePopup(final String actionFlow,

final String waitTime)

throws Exception {

initRobot();

clipboard =

Toolkit.getDefaultToolkit().getSystemClipboard();

this.inputStringp = actionFlow;

this.waitTimep = waitTime;

Thread newThread = new Thread(new Runnable() {

@Override

public void run() {

try {

sleep(Integer.parseInt(waitTimep));

} catch (Exception e1) {

e1.printStackTrace();

}

if (inputStringp.startsWith("FORCE%")) {

try {

forceHandlePopup(getRobot(),

inputStringp.split("%")[1]);

Handle popup –

interacting with

browser / OS level

dialog boxes

(popups)

Accello’s zero code approach:

About 130

lines

of code

Code the Popup Handler

Reliability Issues in Production

No Popup Handling (over simplification)

Maintainability Issues in Development`

18

Solutions: Connect RPA implementations to the realized ROI

19

REM Components

Management Console

• Monitor Automation Status, Success, Automation Data Reporting / Analytics

Automation Orchestration

• Orchestrated end to end the Processes using user configurable business rules

Existing IT delegated services

Assisted - Human initiated Unassisted – fully automated

Automation Intake

Legacy Core Apps Legacy Core Services Micro Services based modular

integration Layer

• Micro services to integrate with legacy apps/services. Based robots & delegated services that are reusable for multiple E2E Automation processes

Solutions: Robotic Enterprise Manager, an Automation console for AIG to implement end-to-end RPA Lifecycle

REM

Fr

amew

ork

Management Console

Processes Transactions

Resources Analytics

Automation Orchestration

Au

tom

atio

n S

ervi

ces

AP

I

Mic

ro S

ervi

ces

AP

I

Configurable Rules Engine

3rd Party Bots Tech

Auto Services

Micro Services API

Exsiting IT apps for manual processing

20

Case Study

CTO, AIG Commercial Claims Technology

Edward Hayes

21

Robotic Enterprise Manager enabled Optimized Governance at AIG

• Minimize manual intervention during claims processing to reduce Operational Cost of Claims processing • Process low complexity claims with “no-touch” and partially automate complex claims • Improve accuracy and turn-around time of claims processing • Optimize use of high-cost expert adjusters by limiting them to complex claims • Measure overall Automation process savings and incrementally improve performance

• Implemented REM for Automation & Robotic lifecycle management integrated with modular Robots Automated claim and payment creation Configurable processes based on business rules for quicker and easier rollouts Management Console to track & control key business metrics Intelligent management of the workload by dynamically starting/ stopping robots

Supports self-registration, set up & management of robots; integrates with other tools and channels

• Scalable platform to extend automation solutions to multiple countries thus significantly reducing the Opex

• Allows Business users to control Processes and IT to control health and scalability of Robots

• Provides ROI and ability to optimize automation to maximize efficiencies.

Business Problem

Solution

Business Outcome

22

Robotic Enterprise Manager (REM) - Features

1 2

3 4

Process View • Operations teams view • Shows all processes based on the

filter • Drills down to a transaction view

Robots/Services View • IT team view to monitor robots and

Services • Shows services related to Automation

processes

Configurator • Ability to add/configure workflows • Edit Business Rules

User Profile • Show user profile • Show rights and access for the user

23

Process View (Dashboard)

Filters by region, Lob

Filter for specific Process Types

Filter for specific Processes

Efficiency & hours saved

Transactions that were automated or partially automated

Summary of Processes executed

Reports

24

Transaction View User selects from the Process Grid to view the transactions for current selection

Transactions for a given Process

Automated Transaction

Details

State of Automation completion

25

Configurator Users can configure and customize the processes for their workstreams

Process Types Configured in

the system

Steps within Claims

Processing that are Automated

26

Process Editor Build or modify end to end process

Configuring specific Process

Type

Define Business Rules based on

intake attributes

Configure manual effort associated

with this step

27

Service Health Provides a view to manage services/robots in the system

Performance of Robots/Services that are used by

Automation

Details by Robot/Service

28

© 2016 Virtusa Corporation. All rights reserved. Virtusa and all other related logos are either registered trademarks or trademarks of Virtusa Corporation in the United States, the European Union, and/or India. All other company and service names are the property of their respective holders and may be registered trademarks or trademarks in the United States and/or other countries.

•Chandika Mendis •EVP, Head of Engineering •cmendis@virtusapolaris.com