• Leader of comprehensive medical insurance and mini-med plans with 95% of total individual market in North Carolina
  • 4,700+ employees
  • 3.89M customers

The client was in its second year of a software robotic capability deployment at the time of engagement. Twenty (20) robots were operating across two divisions with a productivity capacity of 10 FTEs.


Business Need

To sustain leadership position, IT organization deployed software robots to:

– Improve governance and compliance

– Improve customer experience

– Increase employee engagement

– Optimize service operations

Expert operating model needed to support scale of robotic operation in a multi-RPA vendor environment


Mandate to increase robotic resources by ~5X across multiple divisions including Finance, Marketing, and Healthcare Operations while simultaneously increasing capacity of individual robotic resource (task complexity) and cost of robot’s configuration and maintenance

In first year, robotics team experienced decreased time-to-value realization and increased total cost of ownership

– Long and highly irregular robot development cycles (3-6 months per robot)

– Inconsistent productivity of third-party delivery resource due to lack of quality standards and software delivery methodology


Solution & Results

Transformed legacy operation into a “Robotic Factory”

– Implemented an integrated client-partner service delivery engagement model to enable streamlined service experience – new robots can be configured within 2-week intervals

– Introduced new measures and guidelines for risk, quality, and performance measurement

Projected ~35% reduction of total cost of ownership within first year