Conference Day Two: Wednesday, 25 September 2019
9:00 am - 9:10 am COFFEE AND REGISTRATION
9:10 am - 9:20 am Conference Opening – Remarks from the Conference Chairperson
9:20 am - 10:00 am PANEL DISCUSSION: BEYOND THE HYPE: What is the Future of RPA? – What to Expect and how to Prepare Your Business
The hype of what RPA is has died down and more and more businesses are implementing it in their processes. The question now is how to increase the impact of RPA at a broader level and will be used in more ways and across more processes than ever before.
One new aspect of this is that RPA will focus on being customer-oriented and the next step is blending RPA with other tools and technologies and becoming smarter. This is because companies are realizing that automation tools don’t function best as stand-alone systems, but should instead be integrated with other tools to get the most out of them. The question is what is best for your company and how do you get there?
Panelists will discuss:
- How will RPA be used in different domains and industries such as BFSI, Manufacturing, Retail, Analytics, Aviation, Oil and Gas and Legal
- Adopting and implementing RPA to manage customer focused and external processes
- Integrating with the human workforce and emerging technologies to take RPA to the next evolution
Mark WoottonHead of Custody Product
BNP Paribas Security Services
Nathan AlexanderTechnology Director
Abbe MajeedEnterprise Architect - Information Security & Technology
Anthony ScottChief Intelligent Automation Officer
10:00 am - 10:40 am Evaluating RPA Success: How Australian Unity is Defining Metrics and Managing Performance to Drive Impactful Business Results of 100% ROI
Problem: Finding the pain points for the business and identifying the metrics you want to collect to prioritise the prerequisites for a good RPA candidate.
Solution: Building capabilities in house and bots of scale through $1 million investment in infrastructure and people and collecting the proper metrics on what automation can do for your business so you know what will bring the highest ROI.
Benefits/Outcomes Delivered: The end goal is to be competitive by building efficiencies, leading to 100% ROI and $2.5 million in benefit.
Ambrish KinariwalaRobotics Process and Cognitive Automation Capability Lead
10:40 am - 11:10 am MORNING TEA
11:10 am - 11:50 am How the University of Sydney is Scaling 70% Increase of Application in RPA and IA to Improve Service and Experience
Problem: The University of Sydney’s focus of adopting and scaling RPA is to improve service and experience, not just reduce cost. The challenge is implementing the right bots for the right job while keeping up with the 70% increase in application but no increase in staff, through all departments.
Solution: They identified areas where bots are the right solution as some might be too complex or not ready. Meeting expectations of stakeholders and the buy in of high level of executives was key to get the university to operate fast enough to keep up with automation and the agile environment.
Benefits/Outcomes Delivered: 40+ automations university wide and they are starting to apply smarter cognitive processes for business engagements to help make the institution more responsive and efficient.
Steve BluntGeneral Manager Automation & Innovation
University of Sydney
11:50 am - 12:30 pm How Orora is using RPA to Improve Efficiency, Quality and Service Levels Across Their Shared Services, and Maintain an Ongoing Program of Work
Problem: How can you be smarter in the way you do business using process automation to get things done faster for a better customer experience? How do you scale up and continue to grow to improve quality and service? The biggest challenge is getting everyone on board for benefits realization and setting up security and governance frameworks surrounding it.
Solution: Orora has set up 3 processes for automation in 6 months and have set up a healthy backlog of 15 processes they are going to implement as well as a Centre of Excellence. They have gone through the first phase of scanning the business to find hotspots and prioritised them based on value. This has improved capabilities and led to staff able to focus on higher valued tasks.
Benefits/Outcomes Delivered: A carefully designed RPA can improve the accuracy of records and response time. This ensures standardisation across the enterprise, prioritise the “right opportunities”, and involve all the relevant stakeholders. The utilisation of RPA has saved 720 hours a year or half a person and has that running 24 hours.
Brian NgHead of Process Improvement & Automation
12:30 pm - 1:30 pm LUNCH BREAK
1:30 pm - 2:10 pm How Suncorp is Scaling and Evolving its Intelligent Automation Efforts to Drive Better Outcomes for Customers and Teams
Problem: How do you scale and evolve the capabilities to deploy intelligent automation more broadly across the business without losing governance, quality and maintainability – Democratisation of automation?
Solution: Understanding complexity and risk of each process to enable the right level of skill to be applied to the right process whilst ensuring a minimum standard of governance.
Benefits/Outcomes Delivered: Democratisation of automation, in a well governed manner, increases engagement and enables faster delivery of benefits across a broader range of benefit types (not just cost out)
Tim JohnsonHead of Insurance Operations Delivery
2:10 pm - 2:50 pm How the University of Melbourne is Leveraging RPA with Continuous Improvement to Deliver Value and a Better Academic and Student Experience
Problem: How do you deliver benefit to the customer as quickly and reliably as possible while getting people on board and understand the value of what RPA can bring?
Solution: Continuously finding anomalies using the agile approach of a 70-80% throughput rate and a 20-30% error rate and tweaking the bot continuously to deliver better value in a higher education environment. RPA is not a separate group; it works as a service improvement for the whole university and looking at the process as a whole.
Benefit/Outcomes: Since an initial proof of concept kicked off in late 2016, more than 20 processes have been automated to reduce risks, errors and turnaround times for results and application processing, while also removing repetitive tasks so staff can focus on more value-add activities.
Brendan SnowdenAssociate Director, Service Improvement University Services Continuous Improvement and Robotic Process Automation
University of Melbourne
2:50 pm - 4:00 pm How Seafolly in 3 Years Used Automation to Increase Their NPS Score to 8-10 and Deliver Exceptional Customer Experience
Problem: Seafolly as a leading retailer looking to optimise their business operations, identified automation as key component to removing pressure on margins and driving profitability. Their biggest challenging was starting with the right data, the right governance structures and organisational buy to secure long term success.
Solution: Seafolly identified automation opportunities in their back office and in-store operations, including implementing automated RFID for advanced inventory management as well as cross functional roll-outs in head office.
Benefit/Outcome: They started this digital journey 3 years ago and now have a solid foundation andare using RPA processes to ensure a greater omni-channel experience for customers improved back office efficiencies across all locations. This had led them to lift stock accuracy from 70% to 97% and do stocktake in a matter a seconds across 70 stores globally, reducing the time by over 95%. Their NPS score has also hit an 8-10.
Nathan AlexanderTechnology Director