Blog | Jul 14, 2021

Control Room Operations for Intelligent Automation: Going Beyond Pane Management

Control Room Operations for Intelligent Automation: Beyond Pane Management

Look further than pane management on your intelligent automation program

If you are running an enterprise-grade intelligent automation program, you are aware of the importance of the control room function. In the RPA lifecycle, after process management and the actual delivery of the automation builds, this is the third and final stage where the automations are finally moved into production. In the truest sense, this is where the rubber meets the road for each of your processes. This is the function that is crucial not just for ensuring all schedules and ad-hoc runs are successful but also for the handling of exceptions.

Business confidence management with intelligent automation

When you are looking at an intelligent automation program, the worker bees are the digital workers that slog 24x7 to ensure mundane repetitive tasks are taken care of efficiently. The control room is effectively the supervisor managing this growing digital worker base. Like a supervisor in the real world, the control room operations also ensure that all the digital workers are set to deliver to expectations, remove any roadblocks, including access issues etc., and step in if the expected outcomes are at risk or not met. If there are gaps from the expected outcomes, otherwise referred to as exceptions, these should be analyzed to prevent recurrence.

The control room function is key in ensuring that the delivery of intelligent automation services is aligned to business requirements. Furthermore, this function straddles between the delivery team which builds processes and the business teams which consume the services of these processes. The success of control room operations, therefore, also depends on the effectiveness of the governance it is set up with alongside the business and delivery teams. In a given week, the leads from this team should be engaging with business teams to review operational issues and better understand where a given automated process sits in the business flow. This ensures the delivery is aligned to business and there is a strong working relationship with the extended digital workforce. The control room, therefore, is truly the vanguard of business confidence in the intelligent automation program.

Driving demand with superior service

If processes are consistently successful and any exceptions are handled efficiently, businesses will not just be keen to leverage the digital workforce for the already-automated processes but will also be keen to expand the number of processes that are automated. This demonstrates the very important role the control room operations unit has to play in the demand generation for intelligent automation programs. Demand generation is not just driven by the identification of processes that are worthy of automation, but also by the confidence of the business operations team that a process will deliver benefits consistently, once automated.

Furthermore, from a chargeback point of view, this function is a major contributor as much of the ongoing chargeback cost comes from the control room operations. An efficient control room that focuses not just on handling exceptions but reducing them by forging a strong partnership with business operations can significantly reduce the cost of its operations.

With all this, it is quite surprising to see some organizations treat control room operations as a commoditized function, with a focus on managing schedules and alerts on the pane. That is a big opportunity missed to play a pivotal role in the organization’s intelligent automation journey. Several leading organizations are focusing on getting the right mix of skills into their control room and, to validate the use of automation across the business even more, they are increasingly automating several of the repetitive tasks even in the control room. Clearly the control room provides a great opportunity to drive value of intelligent automation and further drive efficiency within its own operations.