A European government has a policy of centralising its IT services across all government departments. That means the state IT agency will see the number of users they support double to about 30,000 over the next few years. To meet this challenge efficiently, they asked us to help them test the potential for automating some of their processes, using new advanced software that’s known as robotic process automation.
The agency deals with everything from managing the servers, to providing employees with PCs and mobile phones, and staffing the helpdesk. So our first task was to identify which automation software could help and which activities it could support. This is a very new market. But our expert team were able to apply their long IT experience, and our tried and tested benchmarking approach, to work out which product would best meet the agency’s needs.
We then assessed, analysed, programmed and tested the chosen automation software on a number of the agency’s processes that are currently done manually. These ranged from their system for providing an employee with a new phone number, to creating login details for external consultants to access the system, and generating their weekly service reports. These tests showed that these processes could be automated very successfully, in some cases more than halving the time they took.
This gave the agency’s directors clear proof of the potential for this new automation software to reduce their costs and to help them manage the expansion in their activities. As a result, they’re going to develop a pilot project to further investigate the potential of automation.