What to consider
Plan, then automate. Make sure you look at the data and process flows that lie beneath the problems you’re trying to fix. If you automate a bad process, you waste the benefit of RPA. We find that even a light process redesign can make a big difference. Then, look closely at using digital labor for the manual work that remains.
Organize for success. While you don’t want to stifle innovation, you can benefit from taking a centralized approach. This will help you drive consistency in sharing best practices, negotiating with vendors, setting standards, developing training, and securing funding. A center of excellence can also help you manage risk and regulatory concerns. But guide rather than control. You’ll need to strike the right balance.
Understand the trade-offs. Just because you have RPA doesn’t mean you should stop your broader technology transformation efforts. As powerful as the technology is, it shouldn’t replace your IT agenda.
Understand the risks. Just like other end-user computing programs, you should hold digital labor applications up to risk policy standards. This means documenting how they work, having effective plans in case humans need to step in to take over the work, and so on.