EVEREST GROUP: Making RPA Enterprise-Grade at Scale
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The document discusses the characteristics and importance of enterprise-grade Robotic Process Automation (RPA) based on survey research by the Everest Group, highlighting critical features such as security, software quality, scalability, and ease of maintenance. It presents interim findings that suggest a significant majority of enterprises report satisfaction with their RPA investments and outlines the relevance of cognitive and machine learning capabilities in enhancing RPA effectiveness. The research aims to provide insights on RPA features valued across different industries and the potential for achieving faster returns on investment.
EVEREST GROUP: Making RPA Enterprise-Grade at Scale
- 1. Making RPA Enterprise-Grade at Scale Sarah Burnett R
- 2. About Everest Group Range of services Overview l More than 20 years of experience advising Global 1000 l Recognized for positioning clients for the next generation of global services − combination of deep insights, strategic decision-making approaches, and implementation expertise l Distinctive combination of consulting and research capabilities l Over 1,000 engagements, covering IT and business processes l Rich data sets and subscription research based on over 75 business processes, 150 service delivery locations, 1,500 captives/GICs, 100 service providers, and 18,000 outsourcing contracts Implementation Consulting services to capture value from decisions Strategy Consulting and research services to turn insights into decisions Resources Webinars, research, and blogs Subscriptions Research reports, data sets, customized tracking services Our research offerings for global services Custom research capabilities l Benchmarking | Pricing, delivery model, skill portfolio l Peer analysis | Scope, sourcing models, locations l Locations | Cost, skills, sustainability, portfolio – plus a tracking tool l Tracking services | Service providers, locations, risk l Other | Market intelligence, service provider capabilities, technologies, contract assessment u BPS | Healthcare & Life Sciences u BPS | Insurance u Procurement u Human Resources u Recruitment & Talent Acquisition u PricePoint™ u Locations Insider™ u Transaction Intelligence u ITS | Healthcare & Life Sciences u Application Services u BPS | Banking Financial Services u Service Optimization Technologiesu Engineering Services u Catalyst™ u Contact Center u Cloud & Infrastructure u Digital Services u Market Vista™ Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available u IT Services Forecaster™ u ITS | BFSI* u Finance & Accounting
- 3. Everest Group’s SOT research focuses on a range of technologies for Service Delivery Automation (SDA) Ability to handle input data type Processing approach Ability to learn Context awareness Approach Robotic Desktop Automation (RDA) Structured only Deterministic No Minimal Human triggers Robotic Process Automation (RPA) Structured and semi-structured Deterministic No Minimal Orchestrated process automation Autonomics Structured and semi-structured Deterministic No Yes, but limited to its computing environment Distributed computing Narrow artificial intelligence All types of data including unstructured Probabilistic Yes, but in specific areas Yes, but limited to a particular domain Cognitive computing (machine learning, deep learning, and NLP) General artificial intelligence All types of data including unstructured Probabilistic Yes, across multiple areas Yes, across multiple domains and similar to human brain Advances in deep learning Future tech Maturity High Low Intelligence Human involvement SDA includes a range of automation solutions for delivering global services, including RPA Source: Everest Group 2017
- 5. Much talk of enterprise-grade RPA, but what is it and why does it matter? Everest Group is conducting survey-based research on: • What is enterprise-grade RPA? • Which features users believe to be the most important? • What benefits can be realized from having these? • What features are most valued by different industries and why? This presentation highlights our interim findings. Everest Group will publish the full results in a report very soon.
- 6. Why enterprise-grade RPA matters? Implementing RPA across multiple business units Reducing error rates & exceptions in automation Speed of implementation Speed to scale Implementing RPA across multiple geographies Helping regulatory compliance Increasing process automation rates Achieving faster ROI It can contribute to the success of automation projects in many different ways: Source: Everest Group 2017
- 7. Split of responses by RPA awareness levels Split of responses by designation Split of responses by maturity of RPA initiatives 71% 23% 6% 29% 38% 4% 27% 2% 23% 19% 25% 19% 13% High Medium Low Scaling-up from pilots Steady-state implementation Planning Piloting Not considering CXO level Senior-level manager Middle-level manager RPA developer Others Source: Everest Group 2017 Profiles of the 60 companies that took part in the survey
- 8. Enterprise-grade RPA was analyzed along five key dimensions - groups of features Key dimensions constituting an enterprise-grade RPA Managing security and risk Software quality and richness of features for robot maintenance Ease of deployment & scalability Complementary features Ease of coding & robot development Source: Everest Group 2017
- 9. 80% 78% 72% 16% 14% 20% 4% 4% 6% Software quality and robot maintenance features Security Scalability Three out of the five dimensions were rated as the most important xx Average rating 4.20 4.06 4.23 4 4.34 3.79 4.25 4.3 4.19 4.42 4.25 4.4 4.5 4 3.93 3.4 3.6 3.8 4 4.2 4.4 4.6 Software quality and robot maintenance features Security Scalability Responses for level of importance, by industry Average rating (out of 5) BFSI Consulting IT services Retail 1 2 3 High Medium Low The most important dimensions %age of respondents Source: Everest Group 2017
- 10. Significance of the dimensions also vary according to the scale of operations of the enterprise Small1 Medium2 Large3 Security Ease of coding and robot development Software and robot maintenance Scalability options Security Ease of coding and robot development Security Scalability Software and robot maintenance Most important dimensions Security features Scalability Software and robot maintenance 1: Participants with revenue less than US$ 100 million and between US$100 - 500 million, 2: Participants with revenue US$ 500 million - 1 billion, 3: Participants with revenue greater than US$1 billion Source: Everest Group 2017 Size of respondents Decreasing level of importance
- 11. Software quality and richness of features for robot maintenance Seamlessly integrated components Accuracy of identifying objects from the UI Session logs for debugging Web-based interface to monitor robots 4.45 4.42 4.33 3.98 88% 8% 4% 85% 13% 2% 85% 12% 4% 69% 23% 8% High Medium Low Split of responses for level of importance of the specific solution characteristics %age of respondents, average rating XX Average rating Decreasingrelativelevelofimportance 1 2 3 4 Source: Everest Group 2017
- 12. Security and risk management features Robust logging of robot activity or audit trails Adherence to security standards Credentials vault Role-based access controls 4.33 4.21 4.16 4.15 83% 12% 8% 79% 10% 12% 75% 17% 8% 77% 17% 6% High Medium Low Split of responses for level of importance of the specific solution characteristics %age of respondents, average rating XX Average rating Decreasingrelativelevelofimportance 1 2 3 4 Source: Everest Group 2017
- 13. Ease of deployment and scalability A central application server that can run unattended Scheduling, queuing, and other robot management features Caching the operational information Features to scale-up such as a second application server 4.31 4.29 4.16 4.15 85% 12% 4% 83% 10% 8% 79% 19% 2% 73% 21% 6% High Medium Low Split of responses for level of importance of the specific solution characteristics %age of respondents, average rating XX Average rating Decreasingrelativelevelofimportance 1 2 3 4 Source: Everest Group 2017
- 14. Satisfactio n with returns on RPA investment is high 8% 4% 10% 49% 23% 6% Yet to achieve ROI Significantly below expectations Slightly below expectations Meets expectations Exceeds expectations Significantly exceeds expectations Source: Everest Group 2017
- 15. Other features 3.83 4.00 3.75 3.96 3.78 3.60 3.65 3.70 3.75 3.80 3.85 3.90 3.95 4.00 4.05 Robot operations analytics Integrated cognitive / machine learning capabilities for reading / processing unstructured data Integrated analytics capabilities for providing business intelligence Integrated work flow or end-to-end process orchestrator Context aware robots – that can be coded to know a little bit about the run-time environment Source: Everest Group 2017
- 16. RPA is a journey and the richness of the software speeds up that journey Interim findings: • Users consider ease of software and robot maintenance, security and scalability to be the most important features of enterprise RPA • These reduce the effort that is needed to develop, run and maintain robots • More than 75% of enterprises are satisfied with their RPA ROI • Integrated cognitive and ML for processing unstructured data is important as is the availability of robot operational analytics What you can learn from this research: • What features to look for in RPA software • What your peers or your industry believe to be the most important features of this type of technology • Get insights on how different your take is on these and work out why that is • What commercial models are available and preferred by different types of enterprises • If you are achieving ROI in-line with other RPA users Source: Everest Group 2017