internal snapshot - nordic soc - cgi.com...automation realised benefits across a wide range of...
TRANSCRIPT
© CGI Group Inc. CONFIDENTIAL
September 2017
Lars Erik Stabell – Director, Business Process Services
Welcome
Agenda
2
Welcome and Introduction
Why Robotics –the stages of Robotics
What is artificial intelligence ?
Robotic Process Automation
How to adopt RPA in an Organisation
How can CGI help
1
2
3
4
5
6
3
2
Why Robotics –the stages
of Robotics
Industry trends and emerging priorities for our clients as they seek to
reduce run costs, invest in change and/or grow their organisations’
Connect legacy and digital
to execute enterprise-wide
transformation to ensure
survival
Transform
to Evolve
Investigate
to Understand
Start to react to emerging
customer needs and digital-
first entrants
Experiment
to Learn
Create discrete digital
projects, primarily to deliver
customer-facing solutions
Reduce the Run Invest in Change Grow Revenue
Industry Trends Business Priorities IT Priorities
71% Rising influence of consumerization
Evolution of security from defense
to differentiator62%
Relentless regulatory demands51%
Restructuring of industry
business models34%
Emergence of IT as the driver of
business change27% 50%Optimize and modernize to reduce
run costs (e.g., automation)
50%Protect the organization from cyber
and other emerging threats
52%Generate customer & business insights
for better and faster decision making
Improve the customer
experience/journey62%
50%Collaborate internally and
partner/acquire externally
75% Rationalize & modernize IT to
reduce run costs
55%Protect the organization from cyber
and other threats
46%Develop real-time, end-to-end
digital processing
44% Adopt new delivery models
(e.g.,SaaS, PaaS, cloud, Outsourcing)
56%Generate customer & business insights
for better and faster decision making
Source: CGI Global 1000 (2016)
Enterprises are increasingly needing to balance investments
across all three strategic areas to achieve their ambitions
5
Focusing on customer centricity to grow revenue and build lasting relationships
• Increasing your market penetration, depth and breadth and entering new markets
• Finding new ways to create, develop and enhance relationships
• Creating, updating and finding new customer channels
GROWthe organisation
Modernising the organisation
• Using new business models to be competitive
• Exploiting technology and improving morale with higher quality work
• Driving innovation through collaborationCHANGE
the organisation
Optimising operations to minimize costs and drive operational efficiency
• Simplifying, enabling, automating and digitizing core activities
• Investing in, empowering and leveraging critical resources
• Leveraging partners across the enterprise to reach customers, innovate, develop, supply and share
RUNthe organisation
Automation realised benefits across a wide range of business and
IT processes
6
Data Migration & Management
e.g. Legacy System Integration /
Transition / M&A
Back Office e.g. Administration
& Reporting
IT Support e.g. Service Desk, System
Administration, App Management
End to End e.g. Connecting
Process Islands
Front Office e.g. Customer Support
& Service Desk
Digital Transformatione.g. enabling run, change and grow
Business Optimisation
IT Optimisation Strategic Change
CGI’s wider Intelligent Automation Platform to support ambitions
and provide competitive advantage
7
Trigger & Rules Based
Structured Data
Complex Rules & Learning
Unstructured Data without pattern
Human triggered
automation, simple rule
based tasks on a
single system.
Screen scraping,
Scripts, Macros,
Workflows
Automation of rule-
based, structured,
‘swivel-chair’
processes across
multiple applications at
Enterprise level
Automation of
unstructured, non-
routine tasks.
Optical Character
Recognition (OCR)
and intelligent
document processing
Mimics end-to-end
processes and applies
reasoning.
Machine Learning
Narrow Intelligence
Natural Language
Processing (NLP),
Web Chatbots
Technology capable of
emulating human
performance/capability.
Full end-to-end
autonomy,
hypothesiing,
automatic speech
recognition and
generation
Wider Intelligence
Fully capable virtual
agents
Basic
Automation
Robotic Process
Automation
Enhanced Process
Automation
Algorithmic
Automation
Artificial
Intelligence
Rules Based
Standard Language (Predefined)
Unstructured Data with pattern
8
Robotics - Threat or Opportunity ?
Source:Finans.dk
9
20million
VS
Creativity &
Innovation
Verbal
Conversation
Subjective
Thought
Unstructured
Information
Emotion and
Compassion
Structured
Work
Repetitive
Tasks
Logical
Processing
24/7
Operation
Accuracy &
Consistency
Frees up your workforce, driving productivity and innovation
10
Introducing your new ‘Virtual Worker’...
Who am
I: [I’m always on time for work and never leave
the office
[[I’m never sick
• I may fall over once in a while
but I have a good health plan
• My virtual buddies instantly
take over
[[I never take a
days’ holiday
[
[ I can work on
Bank Holidays
[ [ I even work on
Christmas Day
[[I follow instructions
to the letter
[[Think of me as your
365/24x7FTE virtual process staff member
[[ I’ll always give
good staff feedback
[
11
3
What is artificial intelligence ?
CGI’s wider Intelligent Automation Platform to support ambitions
and provide competitive advantage
12
Trigger & Rules Based
Structured Data
Complex Rules & Learning
Unstructured Data without pattern
Human triggered
automation, simple rule
based tasks on a
single system.
Screen scraping,
Scripts, Macros,
Workflows
Automation of rule-
based, structured,
‘swivel-chair’
processes across
multiple applications at
Enterprise level
Automation of
unstructured, non-
routine tasks.
Optical Character
Recognition (OCR)
and intelligent
document processing
Mimics end-to-end
processes and applies
reasoning.
Machine Learning
Narrow Intelligence
Natural Language
Processing (NLP),
Web Chatbots
Technology capable of
emulating human
performance/capability.
Full end-to-end
autonomy,
hypothesiing,
automatic speech
recognition and
generation
Wider Intelligence
Fully capable virtual
agents
Basic
Automation
Robotic Process
Automation
Enhanced Process
Automation
Algorithmic
Automation
Artificial
Intelligence
Rules Based
Standard Language (Predefined)
Unstructured Data with pattern
13
Examples of artificial intelligence
• Virtual Personal Assistants – Siri, Cortana, Google Now….
• Video Games – Call off Duty, FIFA17…
• Smart Cars – Auto piloting in ex. Tesla
• Purchase Prediction – Web shops
• Fraud Detection – Credit Card Industry
• Online Customer Support – Chat bots..
• Music and Movie Recommendation Services – Netflix, Spotify, TIDAL….
https://www.youtube.com/watch?v=ZBGKgiKQfeY#action=share
13
14
4
Robotics Process
Automation
15
What is Robotic Process Automation?
Robotic Process Automation is the application of technology which
enables an organisation to configure computer software (or a “robot”) to
use existing applications (internal or external) in the execution of a
manual process, which may, in part or in full, be traditionally undertaken
by a human.
Institute of Robotic Process Automation
Source: http://www.irpanetwork.com
Founded 2 years ago
16
What is RPA? - A virtual workforce that mimics and emulates the
human workforce
Focusing people on
supporting the customer
journey & improving
operational performance
Improving customer
& staff engagement
Automating high volume, manual & repetitive tasks
For high volume
repetitive tasks –
balancing speed,
accuracy and consistency
Reducing operating costs
whilst positively impacting
customer acquisition &
retention
No changes to underlying processes, workflows, and systems
17
Schedule
Trigger
Virtual Workforce Existing SystemsExisting Systems
Request
Secure
Database
Portal
Automation
EngineVirtual Worker
Virtual Worker
Virtual Worker
How does it work?
18
Robotic Process Automation and Intelligent Automation
Automate tasks
that are
Able to
Application is
Non-routine: Requiring a
thoughtful consideration
Come to conclusions
Narrower: Application should be
targeted to deliver meaningful,
insightful outputs
Routine: Methodical, repetitive,
rules-based
Follow instructions
Broader: Can automate any
suitable process
Implementation and
ongoing
costs are typically
Higher
Depends on the workflow
and available out of the box
workflows
Lower
Depends on the workflow
and available out of the box
workflows
Implementation time
frame
Robotic Process Automation Intelligent Automation
Potential processes suitable for RPA
Sa
les
an
d d
istr
ibu
tio
n
Un
de
rwri
tin
g a
nd
pri
cin
g
Po
lic
y a
dm
in a
nd
se
rvic
ing
Cla
imsCreate sales
scorecards to
push
notifications to
agents
Conduct
compliance,
legal and
credit checks
Paper or
online account
maintenance
not currently
supported by
straight
through
processing
Data entry
clearance
and
registration
processes
Update
systems and
produce
clients
information
Gather
information
from various
systems and
generate a
renewal
premium
Automate
updates to
personal
details and
bank account
details
Reject or
cancel a
policy if a
payment has
not been
made within
21 days
Identify policy
premium
discrepancies
and reconcile
if required
Process
claims bulk
payments with
pre-approved
expense
amounts
Automate
manual
assignments
to claims
handlers, input
FNOL
submissions
into various
systems
Automate
notification to
loss adjusters
Fin
an
ce
an
d a
cc
ou
nts • Automate
daily bank
reconciliations
• Process low-
risk money
out
transactions
20
Example from CGI – We drink our own Champagne
- Daily need for a list of all Project with e-mail addresses to be used for sending invoice to Clients
in CGI Sweden
- The query takes a long time
- Need for respond instantly after the query to avoid timeout issue
- Need to done punctual on all working days.
Word file containing the Process Definition
Video of the process execution
Video of the tool and process
21
When to use Robotics Process Automation
- Robotics technology is a new tool for process automation to complement data-to-data and
application-to-application automation
- The technology is robust and mature
- Suitable in situations where
- Complex heterogeneous environment
- Access to data and applications are not possible or allowed
- Changes to existing applications are complicated, expensive and risky
- Need for quick fixes
22
5
How to adopt RPA in an
Organisation
23
How you can take advantage of automation?
Identify areas of opportunity and assess impact
Select and automate specific area(s) and confirm the benefits
Scale specific solution across your organisation
Confirm the wider strategic use across the Enterprise
Develop a portfolio of automation solutions across your end to end processes
1
2
3
4
5
24
How CGI work with clients to leverage RPA
Automate : Delivering the vision
Working together to engage stakeholders, optimise and automate relevant processes,
whilst we support you through the change.
Embed : Embedding the change
We monitor stakeholder feedback, performance data and benefits delivery, to allow fine
tuning to take place.
Manage : Management of ‘Automation as a Service’
Fully leveraged automation technologies with a flexible resourcing and commercial
model. Also provides Continuous Improvement options.
How automatable is your
business
Deliver automation in practice
Maximise the benefits
Enabling the business to focus
on value adding activities
47% of work activities
could be automated using
technology
55% of executives
plan to use machine learning
and Artificial Intelligence
50% potential reduction
in salary costs
10% reduction in
enterprise operating costs
MetricsWhat we do
Prepare : Automation readiness
Identify areas within your business where automation could provide a benefit. Create an
Agile plan to realise benefits, including quick wins.
Description
25
CGI Enhanced Process Automation roadmap
Map
Processes
Business
case and
adoption plan
Understand
business
drivers
Create
holistic plan
Support
through
change
Embed the
change
Manage
benefits
Engage
stakeholdersOptimise
Run the
service
Analyse
performance
data
Monitor and
fine tune
Update plan Automate
Maximise
efficiency
Re-align
workforce
Continuously
improve
4. Manage3. Embed2. Automate1. Prepare
26
CGI Enhanced Process Automation roadmap
Map
Process
Business
case and
adoption
plan
Understand
business
drivers
Create
holistic plan
Support
through
change
Embed the
change
Manage
benefits
Engage
stakeholdersOptimise
Run the
service
Analyse
performance
data
Monitor and
fine tune
Update
planAutomate
Maximise
efficiency
Re-align
workforce
Continuously
improve
We engage with you to
understand your goals,
business drivers, pain
points
We help you develop a
strategy and plan to
achieve these goals
We identify and map
appropriate processes
that will benefit from
automation
We select most
appropriate RPA vendor
We produce business
benefits cases
We engage with key
stakeholders to ensure
everyone understands
the change
1. Prepare
27
CGI Enhanced Process Automation roadmap
Map
Process
Business
case and
adoption
plan
Understand
business
drivers
Create
holistic
plan
Support
through
change
Embed the
change
Evaluate
Pilot
Engage
stakeholdersConfigure
Run the
service
Analyse
performance
data
Monitor
and fine
tune
Update
planAutomate
Maximise
efficiency
Re-align
workforce
Continuously
improve
Configuration of the
process
Automation of the
process
We test the
automation in a safe
environment before
running a managed
pilot
We evaluate the
pilot, measure the
benefits and modify
the process and
automation as
necessary
We support your
operational team
throughout the
change
2. Automate
“Automate” in detail
Agree
process
Define
expected
benefits
Build
automation
Test
automation
Pilot
automation
Modify
automation/
process
Implement
automation
Optimise
process
Monitor
process &
benefits
Iterative continuous improvement
continuous improvement
29
CGI Enhanced Process Automation roadmap
Develop
strategy
Business
case and
adoption
plan
Understand
business
drivers
Create
holistic
plan
Support
through
change
Embed the
change
Manage
benefits
Engage
stakeholdersConfigure
Run the
service
Analyse
performance
data
Monitor
and fine
tune
Update
planAutomate
Maximise
efficiency
Re-align
workforce
Continuously
improve
We monitor the
automated
processes to ensure
they continue to
deliver benefits, and
work effectively and
efficiently
We work with your
operational teams to
refocus them on
higher value added
activities
We collect and
analyse process
and performance
data to actively fine
tune the process and
automation, and
drive enhanced
process efficiency
3. Embed
30
CGI Enhanced Process Automation roadmap
Map
Process
Business
case and
adoption
plan
Understand
business
drivers
Create
holistic plan
Support
through
change
Embed the
change
Manage
benefits
Engage
stakeholdersOptimise
Run the
service
Analyse
performance
data
Monitor and
fine tune
Update plan Automate
Maximise
efficiency
Re-align
workforce
Continuously
improve
We look for
continued
improvement
opportunities to
deliver further
business benefit
We can manage and
run the process
automation as a
service
We can also manage
and run the overall
process for you
We review and
realign the plan to
ensure the strategy in
on track to deliver
benefit and meet
business goals
4. Manage
31
Providing clients with a flexible approach that delivers on their
business goalsB
ulli
sh
Co
nse
rva
tive
Wider range of candidate
processes prioritise based on
business benefit
Focus on non-business critical
candidate processes
Stronger emphasis on stakeholder
management and business case
development
1-2 weeks duration
4-6 weeks duration
2-8 weeks duration 2-4 weeks duration
6-12 weeks duration 4-12 weeks duration
High levels of process
optimisation to maximise business
benefit
Pilot stage only for business
critical processes
Simultaneous automation of
multiple complex processes (agile
approach)
One process automated at any
time
Minimal initial process
optimisation and focus on low
complexity processes
Concentration on most technically
simple process and system steps
Extended test and pilot phase
Stronger emphasis on stakeholder
support
Plan allows for multiple iterations
Short period of process
'incubation' (detailed monitoring)
Focus on continuous
improvement - tweaking process
and automation to maximise
effectiveness and benefit
Move quickly to identification of
next processes to be automated
Longer period of process
'incubation' (detailed monitoring)
All process/automation 'tweaking'
tested and potentially piloted
before implementation
Benefits demonstrated before
moving to next processes for
automated
Knowledge transfer to client team
to enable them to automate
further processes
Automation service and Managed
service options available
depending on client requirements
CGI management of the
automation technology service
Review process automation
experience in line with strategy
and update plan as appropriate
Option to provide managed
service outsourcing of the
automated process
CGI team provides support role,
helping identify new business
benefit opportunities
4. Manage3. Embed2. Automate1. Prepare
32
Where to anchor RPA in the organisation ?
Establish (or use) a Shared Service Center
- The business areas “outsources” the business transactions to a Shared Service Center
- Critical mass for technology knowledge
- Multiple business areas with need for Robotics
- Be aware of necessary business knowledge in the Shared Service Center
Anchor in a Business Area
- Simple model
- Enough critical mass within the Business Area ?
Remember this is a business service – not an IT-service
33
6
How can CGI help
34
How can CGI help with RPA ?
Client driven
- Consultancy
- Project with or without use a of a CGI owned platform
Business driven
- Business Process Services where RPA is a key transformation enabler to archive higher
quality and lower cost
