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Case Study

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Business challenge

Our client needed a solution to reduce errors and increase capacity of teams through robotic process automation.

Context

A federal government shared services centre sought to reduce the work effort and errors associated with running one of its core processes.

The repetitive and time‑consuming process was performed manually by two teams resulting in long process times and a 12% error rate, errors which sometimes took years to identify and were expensive to correct.

0%

reduction in error rate resulting in a massive reduction in remediation costs and improved customer satisfaction

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of all updates straight-through processed

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increased capacity for human resource teams allowing them to work on productive value-add activities including increased customer service, client problem solving, and customer training

Solution

Automate the entire core process end‑to‑end

  • Develop the end‑to‑end process and solution design
  • Quantify baseline of human time and effort related to the process and remediation
  • Configure, test and transition automation of the process into live production and train staff
  • Implement KPIs, meetings and reviews to enable the team to drive straight‑through processing and lock in benefits

Key Takeaway

Implementing function level visual boards and coaching management meetings, enabled the team to drive straight through processing volumes to 80% target and ensured the benefit was fully locked in and lasting.

LeftDigital Office Transformation LeftPublic Sector