Rise of the Robots!

Tuesday June 3, 2014

Lee Coulter

SVP Ascension Health CEO Ascension Health Shared Services

Lee COULTER

CEO Ascension Health Shared Services Lee joined Ascension Health in September 2010 and is currently leading multi function shared services for the Symphony transformation as CEO of the new Ministry Service Center based in Indianapolis. Lee Coulter is an internationally recognized expert and sought after speak in Shared Services, Information Technology, Business Process Outsourcing (BPO) and Business Process Transformation. Lee is an industry analyst with HfS Research, a senior advisor with Frontier Strategy Group, and serves on the Global Steering Team of the Shared Services and Outsourcing Network and the Global BPO/ITO Forum. He has consulted and advised many of today’s largest companies in shared services, outsourcing, and business process transformation. Lee has more than 24 years of experience in shared services. He spent 15 years as a commercial service provider with General Electric in healthcare and hospital services as well as IT services. In the last 9 years, he has built and led multi-function shared services internally for companies such as AON and Kraft. Lee also has been deeply involved with the emerging market regions for more than 15 years having lived in Asia and Latin America. Mr. Coulter holds a BS in Electronics Engineering from DeVry University and has completed all course work for a BS in Electrical Engineering and a Master’s Degree in Biomedical Engineering at California State University at Long Beach.

The next and perhaps final frontier of low cost labor: Robotic Process Automation (RPA) is here today and here to stay. Today’s robots are far more than screen scraping click-trainers. RPA is advancing quickly as a platform delivered service and being upgraded with cognitive capabilities that will change service delivery forever. RPA is creating new opportunities and challenges for BPO providers and clients alike.

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Business Processing Robots

• What is Robotic Process Automation (RPA)? • And what it is not • What can they do?

• Yesterday • Today • No sleep. No food. Always on time • In your basement and in the clouds • Tell no secrets. Full disclosure • Smarter every day • Automating decisions • Should you? Yes, fast 4

What is RPA?

• • • • • • • • Not a click-trainer Smart software platforms replace tasks previous done by humans Rules-based automation capable of accessing multiple systems, and integrating multiple data sources Successively smarter process exception handling Fully auditable transaction record SME managed NOT defect elimination or workflow automation, however NOT an IT system Platform management of smart, autonomous, rule-following technology instances executing routine transactions, and making data-based decisions that replace repetitive human task-based work

Yesterday and Today

• •

Used to be:

• PC based • Click training • Screen scraping • • Either IT tool or super simple

Today:

• Object oriented. Reusable library • Single use Multiple systems capable and interactive • Process exception capable • Platform based. Full Change Control • Fully auditable transaction history • Up to 90% less costly than offshore labor

• The power of a laptop • Runs in VM computing environment • Purchase SAS or instance based • Remote control • Team and fleet control • In-house IT capacity not a limiter

Work from Anywhere Multiple sourcing options and cost models

Tell No Secrets and Full Disclosure

• Robust access controls and Change Management • Any collectible data can be captured • Great for PHI and PII that needs to stay in house • Definable data capture • Date, time, source data, system response data • Individual, group, and fleet robot controls • External audit capable – proven in highly regulated industries Perfect for work with data humans shouldn’t see. Full disclosure of every event in processing history

Smarter Every Day

• Exception processing automation • Knowing when to call for human assistance • Complex data-based decision capability • Reusable object, process, and event library • Neural network training • Cognitive models and robotic decision making Rapidly integrating leading edge research

• • • • • Low barrier to entry. Get started. Learn quickly Will BPO lead? Or Buy side?

RPA is “no-shore” sourcing Landmark BPO deals with industry leaders Blue Prism and IPSoft BPO might offer more than offshore

Should You?

“Professor Clay Christensen explores this inability to embrace a new era of technology in his pivotal research, Disruptive Technologies: Catching the Wave. A cautionary tale for the BPO market, Christensen points out that “the processes and incentives that companies use to keep focused on their main customers work so well that they blind those companies to important new technologies in emerging markets.” Alistair Bathgate – CEO BluePrism

Questions?