COE – Foundation Principles

Key Pillars of COE

Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Foundation Principles
Identify & rank projects by Business Value
Opportunity
Identification
Approach to measure / monitor usage of RPA Virtual Strategy &
Define the Org Structure comprised of
deployments, dashboards & exception handling Workforce Organization developers & tool experts
Monitoring Structure

Assess strengths, weaknesses and proposed

Object naming, version control, best Developer
Robotic
Tools usage of the suite of tools while also
Standards
practices, templates, design principles Overview considering other tools

RPA CoE
Measure impacts to existing Change Process & procedures to develop, test &
Deployment
deployments based on upgrades/ Managemen
t
mechanism deploy robots with compliance checks
patches / enhancements

Security approach & integration Security and

IT Approach
Scheduling
of robots Define how robots are scheduled & how the
Managemen
across RPA deployments. t and parameters are maintained
Orchestratio
n

1
Agile robot deployments
COE - Operating Model
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Operating Model
COE Team COE Methods & Standards COE Functions
AAAA COE Lead BBBB COE Advisor

AAAA Change Management Lead

AAAA Operating model design/ Value

Realization lead

Delivery Team - AAAA + BBBB (As per project

charter)

COE Functions
Business Value Intelligent Virtual Workforce
Automation Delivery Automation Adoption IT-Led Activities
Assessment Automation Monitoring
• Business Case • Automation Strategy & • Process Design • Performance Dashboards • Virtual Workforce Management • System Availability and
• Project Oversight Roadmap • Solution Design • Exception Management • Change Management Product roadmaps
• Use Case Re-design • Intelligent Automation vs RPA • Testing • RPA Training • Command Centre Application
• Embed into Continuous Improvement Triage
• Demand Management • Deployment
• Environment enhancements
• Process Operating model • Sustain and Iterate
Capability Planning
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Capability

Build Focus on Sustain

Strategic Execution

Hiring, Training and Certification Attrition and Skill Management

Transformation
Change Management Framework and Plan Strategy and Change impact analysis
Management
Communication Plan Communications execution
Change Organization
Business Alignment Leadership Design Continuous improvements
Value
Realization
Culture
Skills &
Transformation
Knowledge

Stakeholder
Engagement and
Communication

Focus on
People Change
Demand Management – Design Principles
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Demand Management

Select the right candidate processes keeping business benefits in mind.

Customer Experience Cost Reduction Ease of Implementation

Process
Selection  Processes with high TAT / Idle  Process with high FTE  Faster time to implement
Time  Fluctuating Demands  Easier change management
 High error rates  Compliance Improvement  Less dependency on other

 Apply process reengineering prior to automation

Task  Re-imagine processes for 24x7 availability
Transformation  Polar Judgements - Move human judgements to the poles of the process and try to codify human
judgements to rules driven by analytics.

Digitize  Implement OCR where possible to digitize upfront

Upfront  Convert un-structured to structured data at channels (entry point)

Change  Plan proactively for change management – SOP (“Standard Operating Procedures”)
Management  Define business rollout strategy (robot scaling, workload) upfront during the process discovery
Demand Management – Design Principles
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Demand Management

Proactive Triggers Reactive Triggers

A. Business Automation Requests
Demand for RPA RPA Demand Generation B. Automation CI Initiatives
A. Business Process Changes
B. System Changes
C. Change Programmes

 Business case modelling

Prioritisation  Automation review
 Prioritisation for requests received from broader business or IT
 Process analysis
externally managed
Impact Assessment
 Follow structured impact assessment process, that evaluates benefits, delivery and ongoing
support costs (specifying ownership as required) as well as alignment to strategic business
RPA Governance Board drivers and impact of not making the change
 Process to reflect existing organisational approach for managing change
Scheduling
 Enables key stakeholders to review all proposed automations and assess the projected value in
terms of strategic business drivers
 Chaired by Head of Robotic Automation, and attended by business, IT and change reps

 Build and manage the RPA change schedule – balancing maximisation of business benefit,
delivery resource availability, and reuse of existing processes and objects
 Head of Robotic Automation and / or Automation Manager responsible for scheduling and
managing stakeholder expectations across the business and IT community.
Product Backlog
Business Engagement for Demand Management
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Business Engagement

RPA Governance Board Objectives and Responsibilities AAAA Stakeholders

 Ultimate gate-keeper for all demand generated via the pipeline
Demand
Management  Responsible for defining and prioritising the RPA change schedule Robotic Automation Lead
 Chair of the governance board
 Value Calculation for measuring business benefits
 Accountable to executive management for
business performance of the RPA capability
Demand  Promote the benefits of RPA throughout the organisation
Generation  Identify and qualify RPA automation opportunities

IT&S Representation
Benefits  Accountability for benefits realisation tracking  Responsible for managing inward and outward
Realisation dependencies with IT
 Responsible for communicating RPA success across the organisation
 Gatekeeper for demand on RPA capability from
IT
Continuous  Identifying opportunities to drive greater value from RPA
Improvement  Providing sponsorship for CI initiatives
Business Representation
 Consumer of services provided by RPA capability
 Decision-making forum for all strategic business and technical design – responsible for managing alignment with
Delivery
challenges occurring during the delivery lifecycle business strategy
Steering Group
 Providing an escalation point for critical delivery issues and risks  Accountable for RPA benefits case

= Business = RPA Team

Business Engagement for Demand Management
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Value Calculation

1 3
Process Capture & Assessment Ranking Prioritization, Decomposition & CBA
• Standard Framework for assessing Benefits and • Business Process Discovery, Business Prioritization
Business Case • Achieve a prioritized list of processes
• Deployed at the process level, including capturing • Program & RPA CoE endorse process / sub-processes into
process attributes. FTE impact, cycle times, etc.. Standard, Medium, Complex categories)
• Accelerators based on pre-built automations
• Heat map for impact / effort prioritisation

2 4
Process Performance Automation Opportunity Assessment
• Modelling of employee process performance for • Assessment and Business Case
automation • Accelerators and reusable objects for common enterprise
• Desktop recording tools such as TVC for agent processes
performance monitoring • Pre-built accelerators for SAP ERP
• Standard Taxonomy for enterprise process
performance and benchmarking
Supply Management
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Supply Management

Decomposition &
Process Ranking & CBA Technical
Identification / Prioritization (endorse process / sub- Feasibility
processes into Standard,
Backlog (Business Process Discovery,
Business Prioritization) Medium, Complex (RPA and other tools selection)
1 2 categories) 3 4
• Identify opportunities and • Achieve a prioritized list of • Get a view of complexity • Use tool selection guide
create process inventory processes for RPA • Cost Benefit Analysis for right tool solutioning for
backlog process

Solution Design Functional

Maintenance / Requirements
Support
Go Live (Manage SDD,
development, testing, run (Document PDD, As Is and
books) To Be Mapping)
8 7 6 5
• Robot Scheduling • Functional Testing & UAT • Technical solution document with • Detailed walk through of prioritized
• Real Time operational • Multi Party Governance object diagrams, variables, data processes
monitoring Framework input/output criteria, policies, security • PDD - Receive AS IS process
• Helpdesk support for break fix etc. created by the Technical maps and detailed documentation
• QA developer - key stroke level
• Object Design Interface - This is a file • Receive business rules
created by the Technical developer documentation
detailing each of the objects in the • Create TO BE process maps in
automation, actions, input/outputs, BWL
screen details etc. • Create user stories in JIRA
Supply Management – RPA Command center
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Supply Management
Supply Management – End to End support model
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Supply Management

Support Activities
Activity Roles & Responsibilities
Referral Operational (BAU) resources handle process scenarios out of scope for the
Handling virtual workforce

Exception Developers handle unexpected scenarios where RPA doesn’t perform as

Handling designed

AAAA Controllers manage the workload and demand for the virtual
Scheduling workforce

Business
Failover, resilience and disaster recovery is provided via infrastructure teams
Continuity
RPA team is responsible for testing and promoting new automations into
Deploy production

System Support All underlying application issues are managed and resolved by IT

Process Support Process automation issues are handled and resolved by the RPA team

RPA technical product issues raised to and addressed by RPA Customer

Product Support Support
Security Design Principles
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Security Principles

The COE will build and govern common frameworks and utilities that can be leveraged across the enterprise for re-use and consistency
Common Utility  Common Utilities
‒ Rules Utility for externalization
Approach ‒ Exception Utility for Handling & Logging
 Common Object Library for commonly used RPA functions (e.g. emails, excel operations etc.)

 Design and prioritize for Enterprise wide “Un-assisted” RPA

‒ Delink processes from human dependencies
‒ Asynchronous execution
 Dynamic Allocation of Responsibility
Robot Design ‒ Task allocation to robots to be automated with dynamic allocation – both at a business and tool level.
 Dynamic Feedback Loops
 Avoid robot scheduling during planned system batch jobs
 Data and Systems Integration with partner systems

 Encryption and credential management controls applied needs to be same for the Robot and human.
 Ensure AD and SSO is mandatory for developers and admins.
Security &  Ensure Authentication controlled by mapping roles within the RPA environment, linked to AD Security Groups.
 Define clear SoD rules for RPA team operating between the stages of development, testing and deployment.
Integration  Reporting of alerts and events into Operations Command Centre included in design
 Quality test data to be available in non-PROD systems (RPA + Source applications) to reduce risk of PROD errors
 Orchestration strategy for supporting RPA as they scale
COE - Governance
Key Pillars of COE
Foundation Operating Demand Business Value Supply Security
Capability Integration Governance
principles models Management Engagement Calculation Management Principles

Governance
COE Team CoE Lead 1. RPA Program Executive responsible for delivery of RPA Program
2. Manage Charter of execution of COE
AAAA COE Lead BBBB COE Advisor 3. Decide RPA strategy and decisions, investments at group level

PMO Lead 1. Responsible for managing day to day project activities, coordination
PMO Lead 2. Ensure project discipline – across BUs
3. Project Reporting, Financials, budget and project plan
Change Management Lead
Change 1. Change management lead for automation adoption across BUs
Operating model design/ Value Realization lead Management 2. Project prioritization and stakeholder management

Automation Architect / Development Lead Operating model 1. End state operating model redesign lead to adopt process change
/ Value 2. Process feasibility assessment & SPOC for managing the process
Command Center / Support Lead Realization Lead leads
3. Value realization lead for automation projects. Works with Change
Shared Scrum Masters lead
Architect / 1. Chief Architect for RPA responsible for end to end tech design
Delivery Team - AAAA + BBBB (As per project charter) Development 2. Troubleshooting key technical issues in project execution.
Lead 3. Tech. feasibility assessment & SPOC for development team
Support Infra 1. Manage Change Requests, production issues
Lead 2. Coordinate with offshore teams on maintenance & production issues
Roles & Scrum masters 1. Scrum masters to ensure Agile SCRUM best practices, methods,

Responsibilities 2.
tools and behaviours are used in each automation sprints
Facilitates Agile delivery within the COE team