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Robotic Process Automation | Accenture


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Our RPA program, with more than 70 bots in production operating at a 98 percent success rate, is delivering value across our business.

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Robotic Process Automation | Accenture

  1. 1. Accenture’s global IT organization’s intelligent automation journey expands the use of robotics in business processes to deliver efficiencies ACCENTURE’S GLOBAL IT ROBOTIC PROCESS AUTOMATION Copyright © 2020 Accenture. All rights reserved
  2. 2. A major objective our global IT organization faces is the transformation of our internal operations to achieve more operational efficiency. Repetitive tasks, inefficient processes and manual efforts were hindering the ability of our global IT operations teams to keep pace with business demands. Our challenge was to simplify and automate key business and operational processes in the midst of rapidly expanding business capabilities while keeping the business running. A response required building intelligent automation capabilities and assets at scale with speed and agility. A defined intelligent automation journey with multiple focused programs and an “eliminate before automate” approach were needed. CHALLENGE Copyright © 2020 Accenture. All rights reserved
  3. 3. Processes suitable for RPA include: • Repetitive with high volumes • Rule-based with low human discretion • Standardized with few exceptions • Structured, electronically available data • Use of at least two systems To address these objectives, our global IT organization established an Automation Center of Excellence (COE) to define and build automation solutions. These solutions needed to work across a wide spectrum of business and operational capabilities, catering to more than half a million users, across multiple geographies. Exploring possibilities, our global IT team found that automation with robots is a powerful option for business processes with high volumes, round-the-clock usage, and structured and unstructured data spanning several applications. Within the Automation COE, a robotic process automation (RPA) team was formed to collaborate with business stakeholders to identify automation opportunities and build assets. WHAT ACCENTURE DID The RPA team collaborates with teams from Accenture’s business functions to assess and select processes that are suitable for RPA. Through shared learning and experience, the RPA team has created a set of criteria to evaluate a business process that is submitted as a candidate for RPA. These criteria allow the RPA team to effectively determine a go/no go decision. From there, they design, implement and support solutions. The RPA team uses a robotics monitoring tool that provides visibility across all bot transactions, status of bot executions and alerts when problems arise. It is a live, interactive dashboard with advanced visualizations and real-time consumption logs for data analysis. It is key to monitoring bots functioning effectively, aiding an average success rate of 93 percent. A dedicated support team uses this tool, among others, to provide all levels of support. Copyright © 2020 Accenture. All rights reserved
  4. 4. WHAT ACCENTURE DID Alert Digital Assistants for Incident Prevention RPA SOLUTION IN USE Monitoring tools are vital to enabling high performance of Accenture applications and the servers they run on. Alerts help administrators react to a server running out of disk space, a website that has gone down and other issues. The IT operations team receives approximately 500 alerts a day from key applications. They typically need to analyze the situation, refer to standard operating procedures and decide on the action to take. This area of IT operations with its high number of repetitive tasks was an opportunity for RPA. The RPA team developed and continues to develop a set of bots that automatically monitors each type of alert generated and responds. Alerts are automatically escalated to one of three actions—restore, prevent or ignore—and the appropriate action automatically performed. The Alert Digital Assistants focus on prevention, enabling minimum application downtime and avoiding the investment of people time on alert reviews. Today, around 50 percent of alerts are responded to automatically, alleviating the workloads of team resources. The bots developed to date can scale to handle an increase in the volume of alerts, operate at high quality and consistency, and monitor and act on alerts 24/7. Copyright © 2020 Accenture. All rights reserved
  5. 5. WHAT ACCENTURE DID “The Airline Invoice Tax Credit Extraction RPA recoups tax credit for Accenture in timely way with no loss of credit, enabling the team to focus on providing value-added service. ARGHYA P DAS Managing Director – Finance, Controllership, Accenture Airline Invoice Tax Credit Extraction Solution RPA SOLUTION IN USE More than 40 percent of Accenture’s global workforce is based out of India. Many employees travel, domestically and internationally, amounting to more than several hundred thousand airline tickets booked a year across major carriers in the country. When an airline ticket is purchased in India, a Goods & Services Tax (GST) is assessed. A company has the option to claim that tax back through a detailed online process. For a company the size of Accenture, the amount of credit accrual is significant. The process, however, is manually intensive, tedious and varies from airline site to airline site. Every invoice must be downloaded individually to capture the necessary information, and invoice and file formats vary. Accenture Finance reached out to the RPA team for a solution. The RPA team created a robotic bot that extracts tax credit information from invoices and processes the claim benefits. The process starts when an airline company uploads a tax invoice on its portal. The RPA bot logs into an airline’s portal using secure credentials, navigates to the proper section and downloads invoices. The bot then uploads the invoices to a cloud storage location. Next, it executes a custom-developed data extractor process that reads files in the multiple formats and converts the necessary data into an Excel spreadsheet. Accenture users log into the application and download the data for Accenture’s accounting purposes. The GST credit process is now fast and efficient. The data captured is 99 percent accurate, resulting in a high GST credit accrual. Moreover, the solution can be implemented for other manual billing processes. Accenture resources previously needed to perform the tax credit tasks are able to work on other, higher-valuer activities. With the development of the Goods & Services Tax Credit Extraction RPA, Accenture Finance recoups tax credit in timely way with no loss of credit. Copyright © 2020 Accenture. All rights reserved
  6. 6. WHAT ACCENTURE DID “The Legal Proposal Check RPA technology helps Accenture Legal users quickly detect and replace risky words and phrases in proposal reviews. This automation makes the broader proposal review process a lot faster and easier. Legal Proposal Check RPA bot RPA SOLUTION IN USE Accenture’s Legal team uses the Legal Proposal Check bot to perform the initial legal review of a request for proposal faster and easier through automation. The bot runs in unattended mode, 24/7, thus increasing the speed at which request for proposals are reviewed. The solution uses RPA, powered by artificial intelligence, to detect and replace words and phrases potentially posing higher- than-desired risk to Accenture to reduce Accenture’s exposure to over-commitment at the proposal stage. Legal users send the request for proposal documents, whether in Microsoft Word, PowerPoint or PDF, as attachments to a dedicated email address. When received, the Legal Proposal Check bot rapidly scans the text in the attachments to identify words and phrases deemed to be potentially of risk to Accenture—replacing them with more suitable language. All changes made to the document are highlighted for the user to further assess and evaluate. The Legal Proposal Check does not substitute a legal review process; its purpose is to support the manual review process during the proposal stage of contracting. However, by automating a large portion of the repetitive activities, Legal Proposal Check reduces the time Accenture Legal professionals need to review request for proposal documents. Fifty percent of Accenture English language proposals reviews are done via the Legal Proposal Check RPA bot. In addition, the bot reduces the legal review effort by half, enabling Legal professionals to perform more value-added work. Plans are to continue rolling out the solution in other languages for other, non- English-speaking countries Accenture does business in. CHIN CHING CHAN Managing Director – Legal, Global Legal Network, Accenture Copyright © 2020 Accenture. All rights reserved
  7. 7. Our Intelligent Automation teams work in an agile way, iterating and improving new and existing solutions. Robotic and other automation solutions deployed are helping our internal operations people to focus on the best use of their skills rather than on repetitive tasks. To cultivate an automation-first mindset, our teams took up reskilling, retooling and empowering of our workforce across all internal business operational areas. To date, 20 percent of our internal IT operations resources are automation trained and certified. Human-centric, change-management programs helped to ensure disruption was a means to grow new and specialized skills. PEOPLE AND CULTURE Copyright © 2020 Accenture. All rights reserved
  8. 8. Accenture’s intelligent automation program overall has delivered 35 percent cumulative savings across all our automation programs, including RPA. RPA solutions, spanning more than 70 bots in production operating at a 98 percent success rate, are making a business impact by accelerating end-to-end processing, reducing errors, improving consistency and generating operational savings. Bots in various business processes such as service operations, invoicing, tax, proposal legal reviews, sales quotes, identity and access management, and timesheet reconciliation are producing operational efficiencies, helping Accenture internal operations deliver value. RPA programs continue to expand as Accenture’s business grows, platform solutions mature, and teams look to further combine hyper- automation technologies with optimized operational processes. RPA program highlights include: VALUE DELIVERED 50% Infrastructure and critical application alerts are actioned by automation 98% Bot success rate in processing data accurately 70+ Bots in production across different business functions Copyright © 2020 Accenture. All rights reserved
  9. 9. RAHUL MAHESHWARI Managing Director – Global IT, Intelligent Technology Operations LinkedIn BALAJI POONKUNDRAN Senior Manager – Global IT, Intelligent Automation Program Delivery Lead LinkedIn MEET THE TEAM RELATED CAPABILITIES How Accenture does IT Our global IT organization is driving technology-powered business transformation across Accenture. Intelligent Automation Services What if your business could self-evolve to keep up with disruption? Learning processes can help you go beyond efficiency and adapt to change. Copyright © 2020 Accenture. All rights reserved