RPA accelerates digital transformation in the Public Sector

The Public Sector meets RPA
 

Similar to commercial organizations, the Public Sector faces issues that require immediate attention: from a high volume of work that blocks productivity, to employee shortage, from frequent regulatory and policy modifications to insufficient collaboratory tools to allow different departments to synchronize. For example, in the United States alone 58% of citizen-related processes are still paper-driven, while in the 
United Kingdom only 20% of public service employees do strategic work that requires analytical thinking. RPA finds fertile ground and strong opportunities in the Public Sector, as it allows to prioritize human-centric services and declutter departments from redundant and time-consuming tasks. RPA has a positive impact on cost reduction, productivity, accuracy, data analysis and decision-making.
Why RPA?

Increasing customer focus through automation at the Trelleborg Municipality in Sweden

Trelleborg is the southernmost municipality in Sweden and has a population of 44,000 inhabitants. It is one of the areas where a continuous population growth is expected, with 8,000 new homes planned for building in the next 10 to 15 years to accommodate the incoming inhabitants. This has brought new challenges and the administrative apparatus became strained by the different needs and requirements of each citizen.

 

The municipal chief executive, Frederik Geijer, and his management team have decided that a workflow revision was mandatory to deliver the same quality of services in the future. The chosen solution was RPA because it was simple to implement and to be integrated into current workflows, and with the highest potential to allow employees to direct their efforts into better services and a closer interaction with citizens.

 

 

The solution

The Trelleborg Municipality implemented RPA with Scandinavian consulting firm Valcon and UiPath Robots after a careful selection of which administrative tasks were better suited for automation. These belonged to the Social Services department, the Labour Market administration and involved processes related to home care applications, sickness, and unemployment benefits payments, tax and duties handling.

 

Automation in the Public Services sector has already started to show proven benefits, particularly in allowing administrations around the world to deliver better services for citizens and reducing their operational costs. UiPath considers that there is a huge potential still left untapped in public organizations and delivers solutions fully catered to their specific needs. With intuitive user interfaces and easy to integrate into Public Sector legacy systems, the UiPath Platform eliminates the inherent anxiety automation typically involves. Here’s how:

 

 

Measurable benefits

Robotic process automation led to administrative time savings of no less than 79% in the Social Services department and 95% in the Labor Market department. Other significant effects have impacted citizens: 50% more citizens participate in labor market initiatives, 12% more citizens begin work or studies, as well as cost reductions for labor market initiatives - by 44%, for financial support - by 22%, administration costs - by 60%.

 

From Spring 2017 until Fall 2017 there were more than 6,500 automated processes UiPath Robots in the Trelleborg municipality. Besides obvious cost and time savings, automation also allowed employees to use their resources in value-added services that focused principally on citizens. Frederik Geijer states:

 

”RPA has allowed us to reduce our administrative costs, which is something all Swedish municipalities and countries want to do.”

 

Employees themselves find automation quick, painless and very satisfying. Annikki Tinmark, Head of the Social Services department in Trelleborg municipality declared:

 

“I think that only imagination will set the limit for the possible applications.”

UiPath and Public Services
match for success
 

Automation in the Public Services sector has already started to show proven benefits, particularly in allowing administrations around the world to deliver better services for citizens and reducing their operational costs. UiPath considers that there is a huge potential still left untapped in public 

organizations and delivers solutions fully catered to their specific needs. With intuitive user interfaces and easy to integrate into Public Sector legacy systems, the UiPath Platform eliminates the inherent anxiety automation typically involves. Here’s how:

Shape 8.png
Fast and easy RPA
development

Visually intuitive, feature-rich and extensible Studio designer allows ease of automation of complex processes with fewer man-hours – so ROI and performance benefits arrive faster. It is packed with template activities and a powerful recorder that can follow your clicks and keyboard strokes and turn them into an automation sequence, helping you jumpstart your automation.

Shape 9.png
Works with all
applications

UiPath Robot works with all applications, whatever they may be, operating them just like a human user: clicking, typing and reading screen information through OCR and computer vision. Legacy systems, web applications, Java applications, databases, and even custom applications or virtualized machines, can be automated with UiPath. It can handle browsers, emails, terminals, excel, word, PDFs, databases, and many others.

Shape 11.png
Attended and
Unattended

Our Robot is capable of performing both attended and unattended automation. The Attended Robot delivers high productivity and low handling time in service desk or help desk activities, being your human’s employee reliable co-worker. Some of these customer-facing tasks are licensing application processing, permit applications, incident reporting, diagnostics, discharge processing and more. Triggered when needed, this Robot works under full human control and supervision. The Unattended Robot performs efficiently in batch mode any number of back-office activities, such as payroll, benefits management, reconciliations, recruitment and new hire processes. It is deployed by UiPath Orchestrator, with remote access available.

Shape 12.png
Have your teams collaborate privately and securely on the RPA project

This feature allows a single organization to set up separate, secure working space for different departments or geographical units working with the automation. Large government institutions or healthcare services providers that implement RPA in different departments, at different stages, automating completely different processes, can benefit from this feature. This means the automation project can be easily scaled with no extra operational costs or infrastructure investments.

Shape 13.png
Remain fully
compliant
 

With the Orchestrator managing your entire workforce, it has never been easier to ensure each decision taken is the right one. Orchestrator provides logging, monitoring, and a full audit trail. Both the Robot’s and the user’s actions are captured and stored in log files archived by ElasticSearch analytics, and, with Kibana integration, you can easily create custom dashboards. Now your organization respects changing regulations and maintains a transparent relationship with with the government, other international public sector partners, taxpayers and the large public.

RPA-Business-Analyst.png
Highest-level
security
 

We know how important security is for Public Sector organizations, not to mention for preserving sensitive citizen data safe. That’s why Orchestrator ensures data and access control and Robot login credentials are stored in CyberArk Enterprise Password Vault, a reliable and robust technology used by leading global companies. Our solution runs automation under locked screens and uses the TLS 1.2 protocol to provide privacy and data integrity.