Robotic Process Automation in Human Resources...Robotic Process Automation in Human Resources...

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Robotic Process Automation in Human Resources December 2018

Transcript of Robotic Process Automation in Human Resources...Robotic Process Automation in Human Resources...

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Robotic Process Automation in

Human ResourcesDecember 2018

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Robotic Process Automation (RPA) involves use of software bots for automation of business processes

Evolution of Robotic Automation

Platform specific/ runs on data layer

Manual exception handling

Coding skills required

Structured

Semi-structuredData Type

Traditional Automation(Script based)

Platform agnostic and runs on UI layers

Learns to handle exceptions over time; intelligent decision making

enabled by ML algorithm

Coding skills typically not required

Structured

Semi-structuredData Type

Robotic Automation (Cognitive)

Platform agnostic and runs on UI layer

Manual exception handling

Coding skills typically not required

Structured

Semi-structuredData Type

Robotic Automation (Rule Based)

Unstructured Unstructured Unstructured

RPA refers to the use of a preconfigured software instance that uses business rules and predefined activity choreography to complete the autonomous execution of a combination of processes, activities, transactions, and tasks in one or more unrelated software systems to deliver a result or service with human exception management.*

Quality & Compliance

ScalabilityLower Cost of

OperationsEfficiency Gains

Redeployment of people from mundane processes

Drivers for Growth in

RPA adoption

Source: DRAUP analysis*IEEE Standard 2755-2017 definition of RPA

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DRAUP analysed 30 HR processes and bucketed them across 6 HR functions

HR Strategy Talent AcquisitionTalent Development &

Performance Management

Compensation & Benefits

HR Operations Employee Relations

HR Policies Development and Management

Job RequisitionLearning Programmes and

Content DevelopmentPayroll & Compensation

Employee Data Management

Administer Surveys

Organizational Design Management

Recruitment MarketingAdminister Training and

AssessmentBenefits Management

Leave/Absence Management

Employee Communications

Workforce Forecasting Applicant Sourcing Performance Management Rewards and Recognition Timesheet ManagementEmployee Grievance

Management

Competency Management Model Development

Applicant AssessmentCareer & Succession

PlanningExpense Management

HR Metrics Development Employee Onboarding Employee Offboarding

Applicant Information Management

Employee Health and Safety Management

Internal Mobility Management

Reporting and Compliance

Scheduling and Logistics

Note: DRAUP analysed 100+ HR activities

Source: DRAUP analysis

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DRAUP’s “Use Case Prioritization Framework” – Definition of parameters

• A detailed mapping of use cases being addressed by

100+ firms including RPA software vendors and

enterprises was done through primary and secondary

research

• Use cases were then prioritized based on frequency of

occurrence

RPA Adoption

Net FTE Replaced:Percentage of workforce that can be replaced through Robotic

Process Automation.

Rule based nature:Highly rule based (less human judgement) processes with low

complexity are rated higher on RA relevance

Sub-parameters

RPA Relevance

High Demand Fluctuation:Processes with high demand fluctuation are rated higher on RA

relevance

Use Case Prioritization Framework

High Data Processing Errors:Processes with high rate of errors in data processing and

compliance issues are rated higher on RA relevance

Source: DRAUP analysis

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RPA Propensity Heat Map: 17 HR processes were identified with high RPA relevance levels

Low High

High

Low

RPA Relevance

RPA Adoption

HR FunctionHR Strategy and Planning

Talent AcquisitionTalent Development & Performance Management

Compensation & Benefits

HR Operations Employee Relations

HR Policies Development and Management

Workforce Forecasting

Competency Management Model Development

Organization Design Management

Job Requisition

Recruitment Marketing

Applicant Sourcing

Applicant Assessment

Employee Onboarding

Internal MobilityManagement

Manage Applicant Information

Learning Programs and Content Development

Administer Training & Assessment

Performance Management

Career & Succession Planning

Payroll and Compensation

BenefitsManagement

Rewards& Recognition

Employee Data Management

Leave/Absence Management

Expense Management

Employee OffboardingEmployee Health & Safety Management

Reporting & Compliance

Scheduling and LogisticsEmployee Grievance

Management

Administer Surveys

Employee Communications

Timesheet Management

HR Metrics Development

Source: DRAUP analysis

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High propensity use case analysis: RPA Bots are good at extracting, augmenting and processing data; launching and interacting with multiple enterprise software products (1/2)

Function Use Case

RA RelevanceEnterprise

Adoption Bot Automation AreasNet FTE

replaceable

Rule Based

nature

Demand

Fluctuation

High Processing

Errors

Talent Acquisition

Applicant Sourcing Moderate • Bots can automate publishing jobs to company’s website orjob portals, preliminary screening of applicants, schedulingInterviews, notifications on the status of the applicantautonomously.

• RPA can automate managing applicant information acrossmultiple systems from initial application submission tocompleting the new hire process.

• Bots can assess, prepare and create new joiner data, sendout offer letters, streamline information across disparatecorporate systems for preparation on day 1, & consolidateinputs from business areas and feed to downstreamsystems.

Applicant Assessment Low

Manage Applicant Information

Moderate

Employee Onboarding High

Talent Development & Performance Management

Performance Management

Moderate

• Bots can send out performance review forms to employeesand managers, check data, feed data into multiple systems,notify employees of additional requirements, scheduleinterviews, publish predefined employee performancereports available to managers as per schedule

Compensation & Benefits

Payroll and Compensation

High

• Autonomous Update of Master Payroll file, Payroll Inputs,Validate time & attendance data, Gross & Net Salarycalculation, Distribute Pay slips (online), & Deposit & Reportdues such as TDS, PF, ESI etc.

• Bots can educate employees about available benefitsthrough notifications or email, create analytical reports onbenefits utilization by collating data from multiple systems

• Send out rewards nomination forms, check submitted data,send out emails for recognition for rule based records, feeddata into payroll systems for monetary rewards

BenefitsManagement

Low

Rewards& Recognition

Low

Source: DRAUP analysis

High Decreasing RatingEnterprise Adoption Level Low

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Function Use Case

RA RelevanceEnterprise

Adoption Bot Automation AreasNet FTE

replaceable

Rule Based

nature

Demand

Fluctuation

High

Processing

Errors

Employee Relations

Employee Grievance Management

Low • Bots can track employee grievance requests, track process stage andsend out notifications for early case completion and higher visibility

• Bots can send out regular surveys, check for data completion, andbuild reports for management for further action.

Administer Surveys Moderate

HR Operations

Employee Off-Boarding Moderate

• Bots can send out various exit requirements, notify authorities of non-compliance, missing data and send out exit letters upon processcompletion

• Automated review of employee time records, leave/absence recordsdaily for accuracy & completion.

• Notify employee or manager of any missing information to fix defectsand maximize payroll accuracy.

• Bots can extract data from multiple files, clean it and enter it intopayroll systems.

• Data capture and cleansing to support automated generation ofreports

• Pre-populating complex periodic reporting requirements• Auto approval of standard expenses based on defines business logic

and feed data into expense systems• Bots can schedule interviews by checking multiple systems for

suitable time, send out emails, reschedule as per requirement and callfor manual intervention if required

Timesheet Management Moderate

Employee Data Management

High

Leave/ Absence Management

High

Reporting & Compliance High

Expense Management High

Scheduling & Logistics Low

Source: DRAUP analysis

High Decreasing RatingEnterprise Adoption Level Low

High propensity use case analysis : RPA Bots are good at extracting, augmenting and processing data; launching and interacting with multiple enterprise software products (2/2)

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RPA Talent Requirement: Enterprises leverage a mix of technical roles, business roles and domain expertise to build in-house RPA capabilities

Management RolesDomain/Process RolesTechnical Roles

Talent Requirement for RPA Capability Building

Key

Job

tit

les

Skill

s

• RPA Developer • RPA Solution Architect• RPA Technical Lead• Automation Engineer • Automation Developer• RPA System Architect

• RPA Business Analyst• Business Process

Architect• Automation Process

Architect• Process Engineer• RPA Specialist

• Program Manager –(RPA)

• Automation Manager (RPA)

• RPA Project Manager

• Languages: C/C++, Python, VB Script, Ruby, Java, JS, .Net

• RPA tools: Blue Prism, Automation Anywhere, UiPath, Work Fusion, OpenSpan

• Visualisation tools: Power BI, Tableau, and Splunk

• Other tools: iGrafx, Prosci/ADKAR ,Helix , Lean Six Sigma and RPA tools

• Strategy planning • Team management/

Change management• PoC implementation

management• Business Planning• Knowledge of RPA tools

Trends in RPA Talent Building

Employees are trained on 2-3 tools and training lasts 3-4 months • Training through RPA tool vendors• Training by internal/ inhouse RPA engineers• Hands-on training with delivery team

Internal Training Programs

Companies such as Blue Prism & UiPath have dedicated training/ accreditation programs with certifications for RPA talent

RA Certifications and Training Academies

1

2

Companies usually outsource RPA experts or consultants from IT companies like Cognizant , Accenture and more

Outsourcing consultants3

Source: DRAUP analysis

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Technical roles: RPA developer and RPA Solution architect are the key technical job roles which augment internal IT teams in implementing RPA solutions

RPA Developer (Automation Developer)

Development, Support, Testing and Deployment of RPA tools in the enterprise

• Java or .Net (C#, VB, etc) or Oracle PL/SQL / VBA / HTML, scripting language (JS/ VBS/ JavaScript)

• RPA tools: Automation Anywhere, UI Path, Blue prism

• Responsible for bot development & maintenance as per development and SLA standards• Work collaboratively with stakeholders during the system test and UAT phases to fix

assigned bugs with quality• Responsible for defining & meeting RPA Use Cases milestones, monitoring adherence to

project scope, requirements and design documents • Support RPA delivery by assessing the technical feasibility of a solution & collaborating

with the technical leads/architects on bot design• Proactively address issues and risks (Bot Ids entitlements, Bot VDIs, Bot on-boarding,

migration etc.) that could impact project schedule and/or budget

RPA Solution Architect / RPA Technical Lead ( Solution Architect / System Architect )

Responsible for overall design and architecture of the solution and act as a liaison between developers and project manager

• Java / .NET (C#, VB, etc.)/ VBA / HTML/ SQL, JS/ VBS/ JavaScript

• RPA tools: Automation Anywhere, UI Path, Blue prism

• Provide technical direction for the development, design, and systems integration from definition phase through to implementation

• Design and architect the product/solution• Ensure that the product/solution architecture is scalable and extensible• Keep the project manager well informed of the status of development efforts and serves

as liaison between development staff and the project manager• Own the development lifecycle and should be responsible for managing technical risks

throughout the project• Performs code reviews and mentors junior developers• Understand complex database concepts and effectively employs different database

design techniques

Job Titles WorkloadsDescription

Note: Above mentioned are key Job titles found for ‘Technical roles’ across industry and are not exhaustive, different companies may have other different job titles with similar workloads

Skills

Source: DRAUP analysis

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RPA Project Manager ( RPA

Program Manager/ RPA Manager)

Lead the transformation effort to RPA technology and solve business and technical problems

• Lean Six Sigma, Agile, Project management

• RPA tools: Automation Anywhere, UI Path, Blue prism

• Lead the transformation effort to standardize the delivery management and enabling technology landscape to achieve cost efficiency and service delivery performance

• Responsible for engaging various stakeholders to identify opportunities to leverage best robotic process automation practices to optimize delivery

• Analyzing existing systems and providing technical solutions• Translate business requirement document to software requirement specifications• Recommend and build scalable processes and infrastructure for enterprises• Concept presentations to business stakeholders and ensure all queries are addressed

RPA Business Analyst (RPA

Analyst)

RPA Business Analyst will gather and document business requirements, configuration designs, test plans and results, and other deliverables required to implement RPA solutions

• Tableau, Qlik, MS Excel, SQL

• RPA tools: Automation Anywhere, UI Path, Blue prism

• Work closely with business experts to document and define business cases and best uses for RPA• Participate in RPA proposal creation and evaluations• Responsible for providing peer review of ad hoc reporting, change management, implementation of

scheduled changes, and documentation of Standard Operating Procedures• Designing interactive visual interfaces and dashboards• Integrate and synthesize information from multiple sources in order to analyze complex data and results,

anticipate issues and solve problems

RPA Process Architect ( Automation Process Architect,Business Process Architect)

Design, and optimize business processes, determine target processes ideal for automation, work on ‘how’ to build solutions using RPA

• Product management tools - Aha!, JIRA, business case development from scratch

• RPA tools: Automation Anywhere, UI Path, Blue prism

• Work with stakeholders (Process SMEs, Technical Architects & Operations Team) to analyze and assess automation feasibility

• Analyze and observe processes to understand process steps, inter dependencies and applications used in processes

• Translate business requirements, current and future state process designs to create automation ready process flows

• Work with the RPA Solution Architect to create a final TO-BE state Robotics solution

HR Process SME(Internal)

Define HR processes workflow • HR process expertise • Works with RPA process architect and Business analyst to document business requirements

Job Titles Description/WorkloadsDescription Skills

Note: Above mentioned are key Job titles found for ‘Technical roles’ across industry and are not exhaustive, different companies may have other different job titles with similar workloadsSource: DRAUP analysis

Domain and Management Roles: RPA process architect and Business analyst collaborate with HR process SMEs to define HR process workflow

Note: Post implementation of RPA , management and resource allocation of RPA bots is required, this task is typically performed by HR personnel with knowledge of the automated process

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Automation focus area

Description Business Impact

Leave Management

• Managing thousands of leave claims and categorizing them into ‘paid and unpaid’ on a daily basis by limited number of HR employees was cumbersome

• After implementation of Blueprism, RPA automatically loads the necessary data and determines whether it’s a paid or unpaid leave

Efficiency in the HR shared services

group increased by 73%

Enterprise

PayrollCost savings for ‘Human resource’

vertical up to 40% was realized for upcoming years

• Balancing and reconciling payroll data, depositing and reporting taxes according to compliance guidelines was hectic and prone to error for limited staffs

• ANZ used RPA bots to automate payroll administration function

Vendors:

Vendor:

Case Study: Enterprises have realized cost savings, increased capacity, reduced processing times and higher accuracy by implementing RPA (1/4)

Source: Enterprise websites and news articles

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Employee Data Management

• Regular tracking and managing hundreds onboarding forms in multiple language formats to serve 10,000 employees was difficult for Global Bank

• Robotic Process Automation involves a scheduled, daily deployment of Task Bots that download case files ,extract data and enter into organization’s HRMS system

Reporting

Automation of data volume going to

HRMS went up to 40%

Cost savings up to $1mn annually

Capacity of ‘auditing data per day’

increased by 200%

• Company was running reports, getting them audited and spent lot of time getting them into a format, then analyzed exceptions, anomalies in the results

• RPA bots automated over 50 processes across multiple SAP systems to generate reports with option manage exceptions manually when required

Vendor:

Vendor:

Automation focus area

Description Business ImpactEnterprise

Global Bank

Case Study: Enterprises have realized cost savings, increased capacity, reduced processing times and higher accuracy by implementing RPA (2/4)

Source: Enterprise websites and news articles

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• Onboarding/offboarding for an employee joining or leaving The Results Companies, or for an employee getting assigned to or reassigned among clients (each having own requirements) lacked speed and accuracy

• Removal /addition of agent access across systems was automated. Bots had customization functionality to handle an array of specific requirements and systems.

Onboarding/ Offboarding/ Client

Reassignment

Processing time reduced from an hour to seconds

Vendor:

HR service provider in Switzerland

Vendor:

Payroll

• Processing 100,000 events per month required an average handling time of 60 hours was burdensome

• UiPath Robot handled payroll changes received via email and automatically entered them into the SAP system

Reduced processing time to 85%

Error rates reduced to 0%

Automation focus area

Description Business ImpactEnterprise

Error rate reduced to 0%

Case Study: Enterprises have realized cost savings, increased capacity, reduced processing times and higher accuracy by implementing RPA (3/4)

Source: Enterprise websites and news articles

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• Prior to RPA implementation, It would take half an hour for an employee to complete and had meager accuracy rates caused by repeated manual processing

• Post automation, it takes only three minutes, with an entire 10-minute review process owing to increased accuracy rates

Global IT firm

Onboarding process

Automation focus area

Description Business ImpactEnterprise

Vendor:

Automation of onboarding

went up to 100%Processing became faster up

to 10 times

Accuracy achieved up to 100%

Case Study: Enterprises have realized cost savings, increased capacity, reduced processing times and higher accuracy by implementing RPA (4/4)

Source: Enterprise websites and news articles

Major Outsourcing firm

Vendor:

• Organization was struggling to manage new starters and leavers of a large resource pool of over 200,000 employees, and this process was exacerbated by a high employee turnover of over 10,000 a year

• RPA connected their disparate systems, or process islands, into a single automated end-to-end workflow

Error rates reduced to 0%

Processing time reduced by 90%

Onboarding/ Offboarding

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Movers and Shakers: RPA leaders for HR functions

Note : DRAUP’s proprietary talent module was used to analyze talent by locations and skill type

Director, HR Shared ServicesWalgreensExperience: 18 years

• Provide strategy for Robotics Process Automation (RPA) implementation to enhance HR operation efficiency

• Work on the initial proof of concept, identifying the eligible processes for RPA, to support the transformation of overall HR function

• Communicate with technology vendors and work on identifying the best fit for technology transformation of HR function

Responsibilities

Education

University of Illinois, Bachelor of Science

Alicia Musgrove

HR Technology RPA LeadCitiExperience: 11 years

Responsibilities

Education

Danny Torres

• RPA Lead for HR Technology partnering with shared services and technology to introduce RPA to globally standard processes

Stevens Institute of Technology, NJ ( M.S in Information Sciences)

Joe CotnoirGlobal Robotic Process Automation Lead, HR Shared Services Dell TechnologiesExperience: 9 Years

• Drive the roll out of the Robotic Process Automation Initiative (RPA) across the HR space at Dell Technologies within the Operations function

• Focus on driving transformational automation of standard, routine tasks performed globally by HR

Responsibilities

Education

Not available

Lead ,HR Intelligent AutomationCapital OneExperience: 13 Years

Responsibilities

Education

Srini Duggirala

• HR Digital Transformation Strategy and Technology Road mapping• Work on RPA, Chatbots and Cognitive Assistants for HR• Expert in leading and contributing to Workday projects designed to maximize system

functionality and end user productivity

University of Madras, B.Tech in Electrical, Electronics and Communications Engineering

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Jagadeesh ManukondaArchitect, Automation& Innovation CoEArcher Daniels Midland CompanyExperience: 12+ Years

• Responsible for the delivery of Robotic Process Automation & Artificial Intelligence solutions for all the Business Processes and Business functions (HR, IT etc.)

• Responsible for classifying the automation opportunity & scoring.• Developing the Bots depending on the bandwidth, and performing the code review done

by all the developers

Responsibilities

Education

Acharya Nagarjuna University, B.Sc in Biotech

Solution ArchitectWalgreensExperience: 18 years

• Implemented Blue Prism Robotic Process Automation project, multiple HR software systems projects

• Collaborate with business partners to prototype, refine, test, and implement applications to meet the business needs

• Establish vendor relationships from technology aspect and drive technology discussion with various vendors

Responsibilities

Education

Shivaji University, B.E in Electronics

Saurabh Kumar

Senior Enterprise ArchitectChevronExperience: 11 years

Education

Abhishek Ranjan

• Work with Corporate Functional groups such as HR, Health environment & Safety and Finance around their IT Strategy, Life cycle Planning and Business Systems to support innovating and emerging technologies

• Develop business architecture to support enterprise-wide business transformation in ERP space, using technologies such as Robotic Process Automation, Analytics, ML and more

National Institute of Technology, Kurukshetra (B.E in Electrical)

Responsibilities

Movers and Shakers: RPA Technology leaders

Manager-Automation (RPA & AI) and BI EbayExperience: 17 Years

Responsibilities

Education

Amit Bhatnagar

• Manage the automation initiative to automate business processes across Human Resources, Finance, Legal and Technology functions by deploying RPA Bots and AI

• Develop scoring models for RPA use case evaluation and ROI calculation• Define multi-year roadmap taking the automation program from basic RPA to Intelligent

RPA , advise the stakeholders and BU leads to deliver operational efficiencies

IIT Roorkee, B.Tech