TSA Group – Automation Readiness Assessment

Solution: Customer Science Group completed a review using our proven Process Discovery and Automation Readiness Assessment methodology. It is a framework that:

• Assesses where to focus effort through an organisation-wide “AI and Automation Heatmap”
• Identifies suitable candidate opportunities for process improvement through automation
• Identifies potential opportunities for cost reduction, increased revenue, efficiency, speed and accuracy, and improved staff and customer experience
• Results in a findings report outlining automation potential, key findings, recommendations and a prioritised implementation roadmap

Over a one week period, we conducted an onsite review with people from the Contact Centre (Telstra and non-Telstra teams), HR, Finance & Compliance and Workforce Management.​ We completed the following activities:

1. The review was conducted by first soliciting an organisational chart to plan and schedule the assessment
2. We ran workshops/process discovery sessions with key TSA stakeholders to introduce the Process Diagnostic methodology​ and gain their perspectives
3. Shared a survey (Process Identification Template) to all workshop and session attendees to pre-canvas their ideas for automation​
4. Conducted a series of sessions/ride-alongs covering TSA Team Leaders, Ops Managers and Recruitment/People teams to review processes
5. In determining the automation potential of specific processes, we examined key factors of benefit potential, data inputs and outputs, process standardisation and business rules
6. Captured Process information into a ‘Book of Work’​
7. Performed a potential benefit & complexity assessment across the identified opportunities​
8. Performed a high-level business case assessment that considers implementation and ongoing UiPath Business Automation Platform licensing & support costs​
9. Developed a roadmap for the implementation of the automated processes in the Book of Work​

Results: We concluded that TSA Group has an excellent opportunity to harness the power of automation to drive efficiency, improve service quality and increase employee satisfaction across the Contact Centre and Ops teams.​ Out of 39 reviewed processes, we shortlisted 20 potential opportunities for automation. We provided TSA Group with:

1. Comprehensive Report outlining the findings from the observation and analysis stages, insights on current processes, bottlenecks, and inefficiencies
2. Business case detailing the potential benefits, investment requirements, ROI estimates, risks & mitigation strategies for the top 3 proposed automation solutions.
3. Prioritised list of recommendations, with a rationale for each suggestion, such as impact on customer experience, cost savings & implementation feasibility.
4. Detailed implementation plan for a pilot, including timelines and resources

The Prioritisation Matrix considers readiness, automation complexity and the potential benefits in terms of FTE Return. It is used to identify immediate wins, low hanging fruit and strategic initiatives. Those processes with lower benefits and higher complexity fall into the “difficult wins” quadrant, which may prove increasingly viable as volumes increase, spare digital worker capacity becomes available or re-usable automation components are developed which can simplify the implementation effort. The business case for TSA Group illustrated an effort reduction of 34 FTEs, with a highly conservative ROI (which assumes a realisation of only 30% of the estimated benefits) of more than $2.5m over 3yrs, with a payback period of only 6.5 months.