Maximising the value of RPA

Learn how to maximise the value of RPA by improving opportunity generation and simplifying cost management

In the rapidly advancing landscape of Robotic Process Automation (RPA), two of the most pressing challenges are generating a robust pipeline of automation opportunities and managing the costs associated with support and maintenance. By addressing these areas strategically, organisations can unlock the full potential of their RPA initiatives and drive significant business value.

Here’s how to tackle these challenges head-on:

Building a strong automation pipeline

The Challenge: Insufficient opportunities for automation

A thriving RPA program depends on a steady flow of high-impact automation opportunities. Unfortunately, many organisations struggle to maintain this momentum, leading to underutilised resources and missed efficiency gains.

1. Infrastructure for opportunity submission

Is there a seamless way for business users to submit automation ideas? Implementing a system like JIRA or ServiceNow allows users to submit opportunities directly to the automation team. This ensures that the people closest to the processes are consistently feeding potential projects into the pipeline.

2. Effective pipeline management

How are you managing the flow of automation ideas? It’s essential to have a clear triage process, where subject matter experts review each submission, provide timely feedback, and determine whether RPA is the right solution. This prevents time and resources from being wasted on unsuitable processes and ensures only viable projects make it through.

3. Metrics and optimisation

Are you tracking the right metrics to measure success? Regular monitoring is crucial to ensure your RPA initiatives are delivering the expected value. Key metrics to consider include:

• Hours or Full-Time Equivalents (FTE) saved through automation
• Departmental adoption, which can foster healthy competition and drive further innovation
• Realised vs. projected benefits, especially in light of changing business landscapes like those experienced during COVID-19

4. Communication infrastructure

When bots go live, does everyone who needs to know get informed? Establishing a communication system that provides updates on both performance and potential scalability across departments is essential. Senior management often only hears about automation when something goes wrong—regular communication about successes ensures they see the full value of RPA.

5. Showcasing RPA capabilities

Are you actively showcasing what RPA can do? Holding half-day agile sessions with business teams to demonstrate bot capabilities and outcomes not only builds excitement but also strengthens buy-in across the organisation.

6. Engaging senior stakeholders

Senior leadership engagement is critical to the success of any RPA program. Rather than passively waiting for them to submit automation ideas, proactively identify high-value opportunities and give stakeholders specific objectives—such as saving a certain number of hours per year—to secure their commitment.

Managing the cost of support and maintenance

The Challenge: Rising costs of RPA support

As RPA programs scale, so too do the costs of maintaining them. Striking the right balance between launching new automation projects and managing existing ones is key to long-term success.

1. Ticketing system for issue management

Do you have a system to handle both issues efficiently? Bots can automatically generate support tickets in tools like JIRA when they encounter problems. This allows for quick resolution and long-term tracking of recurring issues, which helps identify bots in need of redesign or optimisation.

2. Selective process automation

Not every process is suited for automation. Do you have the right team in place to challenge requests for automating unsuitable processes, even if they come from senior management? A clear, criteria-driven approach ensures that only the most impactful and feasible processes are automated.

3. Scalability of RPA solutions

Are your RPA solutions designed for scalability? If multiple bots rely on the same system interface, ensure that changes to the interface can be addressed in one place, rather than requiring updates to each bot individually. This significantly reduces maintenance costs and system downtime.

4. Optimising licence utilisation

Are you getting the most out of your RPA licences? Since RPA licences are often time-based, it’s essential to optimise their use across a 24-hour cycle to reduce program costs and maximise your return on investment.

Consider whether you can reduce the number of licences in non-production environments like UAT (User Acceptance Testing). It’s common for programs to maintain licences in these environments that go underutilised, leading to unnecessary expenses. Regularly reviewing and adjusting licence allocations can significantly cut costs without impacting performance.

5. Strong governance and oversight

Effective governance is vital to ensuring long-term success. Are there coding guidelines in place, and is code regularly reviewed by senior team members? Do you have up-to-date documentation to ensure smooth bot maintenance, especially during staff transitions? These safeguards prevent future technical debt and ensure compliance across your automation program.

6. Onboarding new staff

A well-structured onboarding program is essential for getting new staff up to speed quickly and aligned with RPA best practices. At Ten10, our industry-leading academy allows organisations to fast-track onboarding, providing access to the best tech talent through a two-year program that culminates in permanent hires.

RPA is an incredibly powerful tool, but it’s important to set realistic expectations. Be clear with stakeholders about what RPA can and cannot do to avoid disappointment and maintain a positive outlook on automation’s capabilities. Ensuring your team has the necessary skills for RPA implementation and management is also crucial. While citizen development can be a tempting shortcut, without proper training, it often leads to inefficient automation, errors, and costly maintenance issues.

By addressing these key areas—opportunity generation, pipeline management, cost control, and skill development—organisations can harness the full potential of RPA, driving efficiency, reducing operational costs, and delivering substantial business value.