Driving operational excellence through automation: The Capita story

Working throughout the private and non-private sectors, Capita is concerned in every part from the administration of college libraries to payroll for NHS dentists. And with 35 million finish customers served day-after-day, it oversees a really huge logistical operation bridging authorities, enterprise prospects – and greater than 61,000 direct workers.

In 2019, Capita kicked off a challenge to introduce automation throughout its enormous net of companies and features. To understand fairly how bold this has been as an enterprise, IDG spoke to Dr Grainne Watson, Capita’s director of automation apply.

Bettering providers and worker expertise

“Our job is connecting companies and prospects with governments and residents – principally serving to issues work higher,” she explains on the ‘Innovate to Speed up’ podcast collection. The institutional focus is on “steady and constant innovation”, and this precept drives the entire automation challenge: “higher effectivity for everyone”.

The programme was established with two fundamental targets in thoughts, inside and exterior enhancements: “We wished to enhance the person expertise for our personal workers, and we wished to enhance how our providers have been delivered.”

However what does automation imply for Capita in actual phrases? Dr Watson references one notably telling instance, a healthcare supplier which handles pension entitlements. Earlier than automation, the method concerned one individual checking 82 regional databases and collating the knowledge. It was, she admits, “extraordinarily guide”, “very, very time-consuming” and “not all the time 100% correct”.

Robotic Course of Automation (RPA) was launched to deal with the laborious work of crosschecking these databases. Effectivity has markedly improved and the job now takes about half the time. How was this achieved? “Purely by augmenting what a human does. We took the guide components away, and allow them to give attention to the vital bit: getting the method finished.”

Studying what automation can do for you

Automation isn’t about taking individuals’s jobs away – it’s about facilitating vital duties with out obliging workers and purchasers to leap by way of awkward and pointless hoops. So whereas the know-how that underpins the challenge is clearly very important, Capita has been decided to make schooling and communication a key a part of its technique. Each supervisor takes an introductory course to study what automation can do for them, whereas each enterprise unit was requested to nominate an automation champion – which implies the entire organisation should buy in from the highest down and the underside up.

“Everybody understands what we’re doing, why we’re doing it and the way it helps them,” says Dr Watson. “It is a central tenet of what we do – and it’s important that everyone views it as such.”

ServiceNow has been on the coronary heart of the complete challenge. Capita had had two false begins earlier than approaching their Californian companions, however the third time labored the allure. With such a big challenge, exterior experience is a should for when issues inevitably go awry.

Saving 35,000 hours a 12 months – with one course of

Capita’s total first-line automation help desk is now utterly digital, working ServiceNow’s tried-and-true platforms. Each single preliminary question is dealt with by bots, and points are solely ever elevated to a human engineer if the query can’t be answered mechanically – “and we’re seeing that, often, a bot can.”

In truth, in a single week final 12 months, the ServiceNow platform dealt with an unimaginable 61,000 transactions.

“For some duties, we’ve reduce dealing with instances by 50%, so you may think about that’s completely transformative,” Dr Watson enthuses. The challenge is effervescent over with success tales; one personal shopper, an insurance coverage firm, has saved itself 35,000 hours a 12 months after a single course of was automated.

“We wished to have the ability to be regularly and constantly revolutionary, and we really feel that ServiceNow gives us with the very best alternative to do this,” she continues. “The platform has integrity. There’s a clear schedule of upgrades coming and extra options to unlock – and which means we could be in step with what we’re constructing.”

ServiceNow delivers digital workflows which rework old school, guide methods of working into fashionable digital workflows that create nice experiences and unlock productiveness. You may be taught extra about Capita’s automation story, and the way the ServiceNow platform has powered its automation challenge, by clicking right here to take heed to our podcast interview with Dr Watson. Alternatively, click on right here to learn the complete case research.

Copyright © 2021 IDG Communications, Inc.

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