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

The Latest From Blue Prism

Free the People

Becoming an agile enterprise means operating as a seamless mix of digital workers, human workers, and systems dynamically automating processes everywhere from the back office to the customer experience. You can do this with Blue Prism's intelligent digital workers that are versatile, autonomous, self-organizing, and secure. As a result, you gain better insight and control over the work, create new and transformative ways to operate, and empower people to focus on work that truly matters.

Get Started Free Trial

©2021 Blue Prism Limited. “Blue Prism”, the “Blue Prism” logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited and its affiliates. All Rights Reserved.