Carnegie Mellon University
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Robotic Process Automation

Robotic Process Automation (RPA) uses software technology to handle high volume repeatable rule-based digital tasks that previously required a human to perform, such as manual data entry from flat files, account reconciliations, and customer request fulfillment. The RPA technology provides employees with a flowchart-based tool to create a digital workforce that can capture, interpret, and execute repetitive office work, ideally using existing systems.

Expected Outcomes

  • Establish a digital workforce that supports current Carnegie Mellon employees by executing critical operational repetitive tasks freeing staff to perform creative higher-value tasks that solve business challenges.
  • Deliver measurable benefits like cost reduction, greater accuracy, delivery speed, and potential for rapid ROI.
  • Improve business outcomes like customer satisfaction, improving processes, and conducting analysis that complements true abilities that enhance employee engagement.

Timeline and Milestones

Phase 1: Discovery

FY21

  • Conduct RPA Proof of Concept for business cases related to Purchasing Cards and Dining Services
  • Evaluate and select an automation platform (Selected Automation Anywhere, oneof Gartner’s leading solutions.)

COMPLETE

Phase 2: Education and Experimentation

FY22

  • Focus on learning the RPA tools to make educated configuration decisions for successful implementation and growth of the platform
  • Create three pilot bots in the test environment to support the following business cases:
    • Student Affairs – Dining Services Daily Reconciliations
    • Finance – New Purchasing Card Requests
    • Computing Services - First Pass Client Services process

Phase 3: Scale and Refine the Program

FY23

  • Migrate the three pilot bots from the test environment into production
  • Work with pilot partners to identify additional business processes for development and implementation into production, for a total of six managed bots

Phase 4: Expand and Optimize Adoption

FY24 — FY25

  • Develop a Center of Excellence to provide guidance and governance for federated development within the RPA service
  • Engage and train community developers from divisions seeking to use RPA services
  • Expand the use of RPA across the university