how CSAA Insurance group uses a process centric framework to identify right processes for robotic process automation

1. 1© 2016 CSAA Insurance Group. Confidential and proprietary.
Kishore Kandru
Senior Manager, Business Process Architecture & Automation
CSAA Insurance Group
A Process Centric Approach to
Robotic Process Automation (RPA)

2. 2© 2016 CSAA Insurance Group. Confidential and proprietary.
Comments
Q&A
RPA Key Indicators
What makes an
opportunity RPA worthy?
Process Centric
Approach
How does a Process Centric
Approach help in both
identifying and automating the
right opportunities?
Framework & Case Study
Our Agenda

3. 3© 2016 CSAA Insurance Group. Confidential and proprietary.
Kishore Kandru
Senior Manager, Business Process Architecture & Automation
CSAA Insurance Group
About Me

4. 4© 2016 CSAA Insurance Group. Confidential and proprietary.
Pilot Learn Scale
CSAA IG RPA Approach
• Pilot Medicare & EOI use cases with
the two top RPA vendors
• Select the technology vendor
• Operationalize the pilot Use Cases
• Define target operating model for RPA
CoE
• Establish RPA CoE
• Deliver RPA as an enterprise capability

5. 5© 2016 CSAA Insurance Group. Confidential and proprietary.
RPA Key Indicators

6. 6© 2016 CSAA Insurance Group. Confidential and proprietary.
Highly Repetitive Structured Data Rules Based
RPA Key Indicators

7. 7© 2016 CSAA Insurance Group. Confidential and proprietary.
Process Centric
Approach Framework

8. 8© 2016 CSAA Insurance Group. Confidential and proprietary.
Understand
A well documented understanding of
the process, its objectives,
dependencies, and performance
Optimize
Process has been optimized by
eliminating the root causes of sub-
optimal performance
Automate
Standardized, repeatable and rules-
driven process steps are conducted
by software “bots”, allowing humans
to focus on value-add work
Process Centric Approach UOA Framework
• Is everyone on the same page when
discussing the process?
• How is the current process performing?
• How efficient and consistent the process
in delivering results?
• Did the improvements help contribute to
improving margins?
• Have our defects and process exceptions
been reduced?
• Are our people focusing more on value
add activities?
• Have the efficiency and consistency
levels gone up?
• Has time-to-market improved?

9. 9© 2016 CSAA Insurance Group. Confidential and proprietary.
Case Study

10. 10© 2016 CSAA Insurance Group. Confidential and proprietary.
Benefits
• Clear roles and interactions
• Exception processes are understood
• Measurable process performance
• Performance issues clearly visible
RECEIVE
Receive and
batch paper
requests
LOG
Create a Case
Management
ticket (batch level)
Hand paper requests
to Supervisor for
distribution
DISTRIBUTE
Distribute paper
requests to
processing Agents
Match paper
request to case
management ticket
PROCESS
Process
transactions in 3
policy systems
EXCEPTIONS
Manage
Exceptions
UNDERSTAND - Process Discovery and Modeling
Lender Information Update Use Case
Observations
• Current demand (180k/year), leads to 3-week backlog
• Low priority leads to backlog – causing 60% changes
redundant
• Multiple hand-offs throughout the process
• 10% error rate leads to rework/lower CSAT
• Simple transactions processed by most skilled resources
• Paper requests slow down the process and lacks tractability

11. 11© 2016 CSAA Insurance Group. Confidential and proprietary.
RECEIVE LOG DISTRIBUTE PROCESS EXCEPTIONS
Receive and
batch paper
requests
Create a Case
Management
ticket (batch level)
Hand paper requests
to Supervisor for
distribution
Distribute paper
requests to
processing Agents
Match paper
request to case
management ticket
Process
transactions in 3
policy systems
Manage
Exceptions
RECEIVE
Receive and
batch paper
requests
LOG
Convert paper
request to
electronic form
Create a Case Management ticket
(Policy level)
DISTRIBUTE
Access case
management tickets
in agent queue
PROCESS
Process
transactions in 3
policy systems
EXCEPTIONS
Manage
Exceptions
Improvements
• Immediate conversion of paper requests to electronic format
• Tickets are filtered by policy system
• Macros pre-populate selected information
• Case management tickets are created at the policy instead of
batch level
• Agents work from case management “queues” rather than
paper requests
• High volume, standardized, & rules based transactions
OPTIMIZE - Process Analysis, Design & Implementation
Lender Information Update Use Case
Benefits
• Able to accurately resolve the true
root causes of performance issues
• Reduced variability and exceptions
• Reduced operational expenses
• Improved customer experience
Results
• 50%(+) reductions in:
• Backlogs
• Hand-offs
• Errors

12. 12© 2016 CSAA Insurance Group. Confidential and proprietary.
RECEIVE
Receive and
batch paper
requests
LOG DISTRIBUTE PROCESS
Process
transactions in 3
policy systems
EXCEPTIONS
Manage
Exceptions
RECEIVE
Receive and
batch paper
requests
LOG
Convert paper
request to
electronic form
Create a Case Management ticket
(Policy level)
DISTRIBUTE
Access case
management tickets
in agent queue
PROCESS
Process
transactions in 3
policy systems
EXCEPTIONS
Manage
Exceptions
Benefits
• Rules-based processes are executed with no human touch
• Zero process variation, resulting in increased quality
• Improved processing traceability and auditability
• Bot processing is 5x faster than a human
• Eliminates backlog of outstanding transactions
• Greater resource focus on value-added activities that directly
improve the customer and Lender experience
• Enables opportunities to “reuse” bot code to other use cases
Improvements
• Lender changes to policy systems
are made automatically
• End-to-end traceability of change
request throughout the process
• People resources are focused on
quality monitoring and exception
handling
Results
• 5x improvement in
productivity
• Zero errors
• Elimination of the 3-week
backlog
Convert paper
request to
electronic form
Create a Case Management ticket
(Policy level)
Access case
management tickets
in agent queue
AUTOMATE – Robotic Process Automation
Lender Information Update Use Case

13. 13© 2016 CSAA Insurance Group. Confidential and proprietary.
Understand
 Model and analyze process to understand the current bottlenecks and performance issues
Optimize
 Identify whole or parts of the process to optimize and measure
Automate
 Implement and integrate automation with current workforce
 Build a constant loop of feedback mechanism to manage continuous improvement
Q&A Session
Key Takeaways

14. 14© 2016 CSAA Insurance Group. Confidential and proprietary.
Thank You