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Robotic Process Automation: An Insurer’s JourneySession #4808

February 12, 2019

Agenda

• Introductions

• The Backstory

• The Implementation….. and Lessons Learned

• Where do we go from here?

• Question & Answers

Introductions________________________________________________

Praveen Bulusu• Manager of the Enterprise Smarter Business Process,

including Decision Management, Business Process Management, and Robotic Process Automation

• Core Innovation leader for the Enterprise Applications Innovation team

• Over 13 years of IT Management experience in Insurance, Banking and Retail services

• Oversees a multi-million dollar HW/SW budget annually

Shawn Adams• Smarter Business Process Capability Lead at Nationwide• Spearheads strategic application planning, Infrastructure,

development for Decision Management, Business Process Management, and Robotic Process Automation

• 20 years of IT experience in the insurance, banking and financial services industries.

• 6 Time Presenter at IBM Think

RPAThe Backstory

– Redundant, Repetitive Tasks

– Full 3rd Party of Assessment of Pilot Processes

Why we needed Robotic Process Automation________________________________________________

Reviewer (Management)

Data Processor

Manual upload of file(s) from laptop as Application does not

support APIs

10 – 15 minutes daily

Manual Compare of Data via the Application Screens and Multiple

Summary Spreadsheets

2 hours daily, plus up to 6 hours at end of each month

Manually apply corrections and notes

for any comparisons that show differences

30 minutes daily

Cost Saving• By Automating these repetitive steps, we allow for the consolidation or elimination of

some roles within the organization.

• Anticipated a savings of nearly $3 Million within the first 2 years, and an overall ROI for that same timeframe of $1.5 - 2 Million.

Processing Reduction• Start with removing redundant business processes, focus on main pilot Business

Solution Areas

• Once proven, begin expanding to entire Enterprise, including Business and IT

End of Shadow IT• Remove the need to tech savy business users to build macros and

automations that are not maintainable or built with IT governance and best practices

7

Anticipated Outcome________________________________________________

RPAThe Implementation

…And all the Lessons We Learned!!

9

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

10

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

11

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

12

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?

14

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

Questions?

… Just Kidding!