The latest instalment in the LSE’s RPA case studies series – this time they examine the role of IT in building an enterprise class RPA capability.
Back offices from highly competitive industries like telecommunications, utilities, financial services and health care through to government agencies worldwide are ever under pressure to contain costs. But cost efficiency must be balanced with other performance imperatives such as service excellence, business enablement, scalability, flexibility, security, and compliance. From 25 years of research, we learned that low-performing back offices can be transformed to high-performance through five main transformation levers: centralize physical facilities and budgets, standardize processes across business units, optimize processes to reduce errors and waste, relocate from high-cost to low-cost destinations, and technology enable with, for example, self-service portals. Further developments in automation, including software robots, have added a sixth lever.
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