Intelligent automation in public sector - Convedo

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best practice guide FOR PUBLIC SECTOR.
INTELLIGENT AUTOMATION
5 BEST PRACTICES TO ENSURE SUCCESS OF YOUR
TRANSFORMATION PROJECT.
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INTELLIGENT AUTOMATION
best practice guide
FOR PUBLIC SECTOR.
Before we begin this document, it will be wise to
establish a common understanding of the word
Intelligent Automation in context of the Public
Sector. Simply put it is the automation of
business processes using a combination of
digital technologies for capture, processing,
workflow automation, RPA, machine learning and
AI.
Only one in every five government
transformations major projects that aim to
overhaul a public service is successful,
according to a survey of public servants.
2.8 TRILLION IN PUBLIC VALUE COULD BE CREATED
EACH YEAR IF TRANSFORMATION PROJECTS MET
THEIR OBJECTIVES. The McKinsey Centre for
Government
INTELLIGENT AUTOMATION IS RESOLVING OLD PUBLIC
SECTOR PROBLEMS, USING NEW TECHNOLOGIES FOR
BETTER CITIZEN OUTCOMES.
UK government is committed to improving citizen
outcomes by offering digital services and its
objectives have been outlined in the 2020 Digital
Transformation Strategy. However, too many
transformation projects have failed based on
either not meeting timelines, not being
completed in the estimated budget or not meeting
the final objectives.
HOW TO ENSURE SUCCESS OF YOUR TRANSFORMATION
PROJECT?
Convedo are experts in delivering intelligent
automation solutions that are driven by business
goals and not technology. Hence, the success rate
of our projects is high. We leverage the best
suited technologies to ensure intelligent
automation establishes your new way of working.
The secret to success is not just choosing the
right technology.
5 BEST PRACTICES TO ENSURE SUCCESS OF
YOUR TRANSFORMATION PROJECT see next pages
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5 BEST PRACTICES TO ENSURE SUCCESS OF YOUR
TRANS- FORMATION PROJECT
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SET UP FOR SUCCESS select the right process. IF
YOUR AGENCY IS SEEKING TO IMPROVE EFFICIENCY,
THE FIRST STEP IS TO ASSESS YOUR CURRENT WORKFLOW.
How are tasks performed today? What are the
steps and how effective are they? What are the
resources involved? Consider personnel, systems
of records and models of information exchange.
For example, if you were considering automating
invoice processing how many invoices do you
receive, what formats paper/electronic? Who
processes the invoices? Against which systems
the invoice amount needs to be validated? What
is the payment process? Who approves the
payment? Its essential to analyse and chose a
process that is mature and has defined tasks
that are repeated in high volume. A process that
involves a of data exchange between various
parties and systems is often considered best for
automation. Another important factor to consider
while deciding which process is non- technical
but very important, especially in public sector,
is managing stakeholder interest. How is the
automation going to improve their performance and
what are other benefits related to the
implementation? Having stakeholder buy-in should
be weighted quite high in selecting the right
process.
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2. CREATE A digital workflow
OF THE SELECTED PROCESS.
Intelligent automation allows you to create
workflows by using the Object and Process Studio
to drag and drop modular tasks. These tasks could
be Capture information with OCR, bring
information into systems of record, process
information automatically or with a human in the
loop, link processes and publish final
outcomes. This step highlights the importance of
choosing a mature process as automation of a
broken process would not contribute towards your
goal of increasing operational efficiency.
3. THERE WILL ALWAYS BE exceptions BE
PROACTIVE, BE prepared. There will always be
exceptions. The last thing you would want for
automation is to create a big exceptions queue
that requires more time and effort to resolve.
This defies the logic of automation. Exception
scenarios should be programmed in the workflow.
For example, You wouldnt like the automation to
stop working if you suddenly received large
volume of complaints. Rather, you would like it
to follow a different logical workflow if there
are too many complaints maybe notify multiple
customer service agents rather than one. Thus,
resulting in more efficient processes and
exceptional handling.
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4. MAKE ROOM FOR growth
PROGRAM FOR SCALABILITY.
YES, YOUR DIGITAL EMPLOYEES NEED TO BE ALLOCATED
TASKS TOO. Its seen as best practice to assign
different tasks across multiple digital workers.
This creates work queues and makes it easy for
you to scale up and out, or back and down.

• 5. INTELLIGENT AUTOMATION KEEPS GIVING CREATE
  A Centre of Excellence (COE).
• An automation Center of Excellence (COE) is a
  group of people, processes, and technology
  necessary to maximize the benefits of automation.
  This could be formed inside your organisation or
  outsourced. The role of COE is critical in
  looking for more opportunities for automation
  with the assets and models that have been
  created so you can multiply the returns from your
  investment.
• It is the most effective way to embed automation
  into the way of working for your organisation.

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Choose THE RIGHT AUTOMATION PARTNER
convedo.
IMPROVE CITIZEN OUTCOMES
Whatever the specific mission of your agency,
Intelligent Automation can help you attain it
with more efficient and accurate processes, a
more optimized workforce, better compliance, and
more satisfied citizens. Convedo have helped
government agencies address speed, process
improvement, quality, accuracy and even the
citizen experience by combining the power of
artificial intelligence (AI), robotic process
automation (RPA), business process management
(BPM), and integration. Read more about convedo
on https//www.convedo.com/
REFERENCES https//reprints.forrester.com//asset
s/2/85/RES144414/reports https//www.ey.com/Publi
cation/vwLUAssets/ey-robotics-for-government-
and-public-sector/File/ey-robotics-for-government
-and-public-sector.pdf https//www2.deloitte.com/
content/dam/Deloitte/uk/Documents/
Innovation/deloitte-uk-innovation-the-new-machiner
y-of-govt.pdf https//info.aiim.org/aiim-blog/fou
r-best-practices-to-guide-your-
intelligent-automation-journey
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IF YOU WANT TO WORK WITH A RESPECTED AUTOMATION
PARTNER THAT HAS THE SCALE, EXPERIENCE,
CAPABILITY AND APPROACH TO HELP YOU ACHIEVE YOUR
OBJECTIVES, TELEPHONE [phone] OR
EMAIL INFO_at_CONVEDO.COM www.convedo.com