RPA CENTER OF EXCELLENCE FOR HEALTHCARE INSURANCE PROVIDER

  • 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

CHALLENGE

  • 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