The latest instalment in the LSE RPA white paper series – in this research paper Professor Leslie Wilcox and Professor Mary Lacity examine how Robotic Process Automation is being deployed in the shared services organization because of swivel chair processes. The paper includes case studies and benefits achieved such as FTE savings and more satisfied employees because their jobs are refocused on more interesting tasks that require judgment, empathy and social interactions.

In this report, we examine how Robotic Process Automation (RPA) is being deployed in shared service organizations as the next transformation lever beyond centralization, standardization, optimization, relocation to low cost areas, and use of enabling technologies. Although shared service organizations have long-deployed enabling technologies like standard Enterprise Resource Planning (ERP) packages, self-service portals, and low-level automation tools like scripting and screen scraping, RPA is a new breed of software that allows enterprise-safe automation of processes.

Topics Covered:

  • What is RPA and how is it distinctive?
  • Overview of Shared Services
  • Trends in Shared Services
  • Transforming Shared Services with Service Automation
  • Shared Services and the Intractable “Swivel Chair” Problem
  • RPA at Ascension Ministry Service Center
  • RPA and Shared Services in the Insurance Sector
  • Common Themes
  • Governance Lessons

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