At Serco, 100 RPA bots and 600 humans work hand in hand. Using process mining, Erik analyzed the handover between robots and human workers to further improve their cooperation.
Serco has supported the Center for Medicare and Medicaid Services (CMS) since 2013, when the Affordable Care Act was first implemented in the United States. Erik is a software engineer working for Serco on the CMS project since it began in 2013. He has been using process mining to help senior leadership make key decisions.
With a mix of humans and RPA bots, the goal is to assign the right task to the right user at the right time. For example, robots start processing documents to take care of simpler tasks before humans come in to make calls and handle complex issues. Erik showed how he used process mining to identify inefficiencies in the workforce assignments: Due to a missing configuration in the system, humans were taking up newly sent documents in the middle of the process while robots should have pre-processed them first.
In addition to these improvements, Erik also used process mining to identify new opportunities for automation, calculate cost vs. benefit metrics, and accurately project future production. Watch this subsequent Process Mining Café about automation, where Erik and Lloyd talk more about the combination of process mining and automation.
An initial one-man project can have a huge impact. Gerardo and Rafael created 4 million USD more demand deposits for BAC in Costa Rica in just six months.
Lieven taught us that anyone can be an auditor by applying curiosity and critical thinking. He uncovered a bug in the IT system and relieved an overloaded worker in the purchasing department.
Generating improvement ideas for a website requires that you understand the real customer journey paths. Alex showed how he uses process mining to go beyond a classical funnel view.
The data analytics team at DHL supports other internal auditors in different departments. Ghada and Caleb showed how they review data quality and check compliance.
Aljosa analyzed the credit card transfer process at OTP Bank in Serbia. He discovered that people filling in at different branches on different days caused most of the delays in the process.
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