#1 in Customer Satisfaction with Group Retirement Mixed Plan Providers - expires April 30, 2019 #1 in Customer Satisfaction with Small Commercial Insurance - expires July 31, 2019 Robotic Process Automation: An Insurer’s Journey Session #4808 February 12, 2019
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Robotic Process Automation: An Insurer’s Journey · An Insurer’s Journey ... • Manager of the Enterprise Smarter Business Process, including Decision Management, Business Process
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#1 in Customer Satisfaction with Group Retirement Mixed Plan Providers - expires April 30, 2019#1 in Customer Satisfaction with Small Commercial Insurance - expires July 31, 2019
Robotic Process Automation: An Insurer’s JourneySession #4808
Standing Up the Product________________________________________________
The first steps
Set up a functional test and production environment to get our Pilots up and running to prove out our ROI
Create a Minimally Viable Product… Fail Fast and Learn as we go• DevOps Principal• Get Infrastructure off the ground and running quickly
Windows Server or VDI• Initially Windows Server, then swiveled and went Virtual Desktop
3rd Party vs. In-House development
Operationalization
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What’s the Catch?________________________________________________
What Does “Digital Worker” mean to your organization
Create a Minimally Viable Product… What happens when we succeed faster than we fail?
Windows Server or VDI• Patching and Updates• ID Administration and Security• Ease of Use and Licensing
Operationalization• Federation vs. Centralization• Monitoring and API’s
Scalability• Single Bot Runner for each process vs. Shared Bot Runners
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What’s the Catch? (Continued)________________________________________________
Low Hanging Fruit vs. Big Wins
Cloud vs. On-Prem
Staying away from Bot Fragility
Adopt Best Practices Early• In House Development vs Vendor Development• Use of Metabots• Enforcement of Governance and Best Practices
Plan your maturity timeline
Communication is Key!!
Existing Footprint
• Claims Letter Generation
• Regulatory Letter Generation
• Personal and Commercial Lines Workflow
• Underwriting
• State Tax Processing
• Budget Validation
• Regression Testing and Bot Readiness
• Operations
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Where We Ended 2018
Processes
24 Robotic Processes successfully deployed to our Production environment in 2018
Infrastructure Planned
Upgraded to 10.5.9 version of the Control Room, which manages 31 Bot Runners for the 24 deployed processes
5 Additional Processes underway, with a planned total of 60 Processes by the end of 2019
Operationalized Upcoming
RPAWhere Do We Go From Here?
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Things Won’t Be “Minimally Viable” For Very Long….________________________________________________
To allow for Enterprise Growth, we had to get away from the “Minimally Viable” Setup. Our needs to Scale, Govern, and Recover need to be higher considerations than they were last year.
Brought in Automation Anywhere to do a full Architectural Review
Moving forward with an Cloud Based Solution• Backed-up Redundant Databases• Clustered Control Room Nodes• Bot Runner with each Business Area having it’s own Security and IAM
Policies
Scalable via Cloud Formation and Automated Scripting
Automated, Self-Service Management and Monitoring Models for increased customer experience and on-boarding.
Take Bot Management to the Consumer Fingertips by introducing Mobile App Capabilities